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Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System Hardcover – May 24, 2011

4.6 out of 5 stars 11 customer reviews

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Editorial Reviews

About the Author

Joseph A. Michelli, Ph.D., is the bestselling author of The Starbucks Experience, The New Gold Standard, and The Zappos Experience. He is an internationally sought-after speaker and organizational consultant who has been featured on The Glenn Beck Show and CNBC’s On the Money.

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Product Details

  • Hardcover: 320 pages
  • Publisher: McGraw-Hill Education; 1 edition (May 24, 2011)
  • Language: English
  • ISBN-10: 0071773541
  • ISBN-13: 978-0071773546
  • Product Dimensions: 6.3 x 1.1 x 9.4 inches
  • Shipping Weight: 1.3 pounds (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (11 customer reviews)
  • Amazon Best Sellers Rank: #191,837 in Books (See Top 100 in Books)

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Customer Reviews

Top Customer Reviews

Format: Hardcover
The UCLA Health System went from 36th percentile in patient satisfaction to the 99th in the past three and half years? How did they do it? They put caring back at the center of providing top notch medical care and to put teeth in it they created metrics (and criteria for hiring and promotions and raises) to make certain that everyone at the UCLA Health System walked the talk. One of the most helpful examples from this break through book involve what is referred to as CICARE (pronounced See-I-Care) template for all physicians (on which they are regularly assessed with the results directly tied to their performance review). CICARE includes the following steps: 1. CONNECT - with the patient/family members using Mr./Ms., or by their preferred name 2. INTRODUCE - yourself and your role. 3. COMMUNICATE - what you are going to do, how it will impact the patient, etc 4. ASK - and anticipate patient and/or family needs, questions or concerns. 5. RESPOND - to patient and/or family questions and requests with immediacy. 6. EXIT - courteously explaining what will come next or when you will return.
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Format: Hardcover
Healthcare is a topic that rarely has a consensus of opinions. Many healthcare consumers in the United States view the system as complicated, expensive, uncaring and stacked against them. In his recent book, organizational consultant, Dr. Joseph Michelli, focuses on a crown jewel of the customer/patient experience: The UCLA Health System.

"We are in the business of taking care of people It doesn't matter if you are a doctor, a nurse, or a janitor or if you carry a leadership title, we all must champion and execute on the common goal of coming in every day to make sure we take care of our next patient." Dr. David Feinberg, CEO UCLA Hospital System

Interesting Format

There are 11 chapters, three appendices, a detailed notes section, and separate sources and index areas. I liked that the author included an excerpt from UCLA's Patient Confidentiality Policy, along with their actual Confidentiality Agreement, as separate appendices. None of the chapters are over 30 pages in length which makes the book an engaging read that holds your attention. Dr. Michelli's writing style is friendly, informative and educational. The chapters are divided into five sections, or "Principles," to reinforce the learning aspect. Each chapter begins with a compelling quote from a historical figure. My favorite was "A life is not important except for the impact it has on other lives" by American baseball legend and civil rights activist, Jackie Robinson.

Innovative Learning Features

Two salient features contained in each chapter were "Your Diagnostic Checkup" and "Prescriptive Summary." The first feature asks questions within the chapter to highlight the subject matter and encourage the reader to self-test their understanding.
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Format: Hardcover Verified Purchase
I am very proud to have been interviewed for this book and appear on page 237 as a UCLA Healthcare Patient Liaison in Emergency Medicine and as a retired Administrative Specialist, UCLA Radiological Sciences, Santa Monica-UCLA. Dr. Feinberg has created a motto of "one patient at a time" to rebuild the UCLA culture of patient care and the CICARE philosophy which all of UCLA Healthcare now follows to make UCLA Healthcare the BEST IN THE WEST, not just in name, but in all aspects of UCLA patient care. I see this in practice every saturday night in Ronald Reagan-UCLA ER and in the clinics, such as Urology and Pulmonary, where I have been a patient. The outstanding uniforms the staff now wear at the front desks which designate their position in patient care and the expertise which each member provides patients checking in and out of appointments. I am proud to be a member of UCLA Healthcare and Joseph Michelli's book is a tribute to Dr. Feinberg and the entire UCLA Healthcare family.
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Format: Kindle Edition Verified Purchase
This book is about the UCLA Health System. All principles of excellence described in Joseph Michelli's work are applicable for evey venture. Every business is in the business of trust. Joseph Michelli was absolutely right when he wrote " Successful service cultures need champions from the top of the organization ".
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Format: Hardcover
As indicated in previously published books, Joseph A. Michelli is attracted to and fascinated by organizational excellence. He has an almost (not quite) insatiable curiosity to understand what works, what doesn't, and why. First, he studied Pike Place Fish Market in Seattle (When Fish Fly: Lessons for Creating a Vital and Energized Workplace, co-authored with John Yokoyama, its owner), then Starbucks Coffee and Tea Company (The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary), then Ritz-Carlton Hotel Company (The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton), and now UCLA Health System (Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System). Notice the descriptive terms: "a vital and energized workplace," "turning ordinary into extraordinary," "creating a legendary customer experience," and "creating a world-class customer experience." All of these terms (not one but all) describe all four organizations.

In this latest volume, Michelli organizes his material within eleven chapters and concludes each of 2-11 with a "Prescription Summary" and then "Prescriptive Action" worksheet" when ending his Conclusion. Readers will also appreciate his insertion of "Your Diagnostic Checkup" sets of self-diagnostic questions throughout the narrative. For example:

Vision: "Have you placed the `face of the customer' in all aspects of your discussions? Do you start meetings with customer service stories? Have you elevated your corporate vision to address aspects of compassionate care of your customers?" (One of five Qs, Page 26)

Safety: "What are the five business-critical safety objectives for your business?
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