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


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Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System + Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations + The Cleveland Clinic Way: Lessons in Excellence from One of the World's Leading Health Care Organizations
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Product Details

  • Hardcover: 320 pages
  • Publisher: McGraw-Hill; 1 edition (May 24, 2011)
  • Language: English
  • ISBN-10: 0071773541
  • ISBN-13: 978-0071773546
  • Product Dimensions: 6.3 x 1.2 x 9.2 inches
  • Shipping Weight: 1.3 pounds (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (9 customer reviews)
  • Amazon Best Sellers Rank: #230,102 in Books (See Top 100 in Books)

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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Customer Reviews

4.6 out of 5 stars
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All principles of excellence described in Joseph Michelli's work are applicable for evey venture.
Norman Lacasse
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.
Michael P. Richards
"A full 68% will sever a customer relationship because they were treated poorly by a staff member."
Steve Amoia

Most Helpful Customer Reviews

9 of 10 people found the following review helpful By Steve Amoia on May 24, 2011
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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6 of 6 people found the following review helpful By Mark Goulston on May 25, 2011
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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1 of 1 people found the following review helpful By Norman Lacasse on June 23, 2011
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 Verified Purchase
As a physician who attended UCLA, I can attest to the accuracy of much of the efforts made by the administration in hiring and orchestrating the improvement necessary to make the best of a great start. The apathy and neglect in much of the facility had led to near rage and disrespect. The efforts were spearheaded by a master motivator and planner. One aspect of the book left out was the purposeful deferment of less profitable procedures to other outside facilities. This is known far and wide by hospital administrators and the staff physicians, but truly was also essential in the financial turn around.
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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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More About the Author

Hello, I am Joseph Michelli a business consultant, professional speaker and author. I consult for and write about transformational leadership and ways to deliver extraordinary employee and customer experiences.

My 5 business titles include:
The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard - 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company,
Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health Systems,
The Zappos Experience - 5 Principles to Inspire, Engage, and WOW, and
When Fish Fly - Lessons for Creating a Vital and Energized Workplace from The World Famous Pike Place Fish Market (co-authored with the owner of the market Johnny Yokoyama).

I also authored one parenting book titled Humor, Play and Laughter: Stress-proofing Life with your Kids.