Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
To get the free app, enter your mobile phone number.
Other Sellers on Amazon
+ $3.99 shipping
+ $3.99 shipping
Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System Hardcover – May 24, 2011
|New from||Used from|
"Enlightenment Now: The Case for Reason, Science, Humanism, and Progress"
Is the world really falling apart? Is the ideal of progress obsolete? Cognitive scientist and public intellectual Steven Pinker urges us to step back from the gory headlines and prophecies of doom, and instead, follow the data: In seventy-five jaw-dropping graphs, Pinker shows that life, health, prosperity, safety, peace, knowledge, and happiness are on the rise. Learn more
Frequently bought together
Customers who bought this item also bought
Customers who viewed this item also viewed
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.
Top customer reviews
There was a problem filtering reviews right now. Please try again later.
"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
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. The latter item provides a concise and useful summary of key points.
Courtesy and Respect Theme
From knocking on hospital room doors before entering, to treating each patient as a valued customer, Dr. Michelli presents many examples how and why UCLA promotes the old-fashioned notion of courtesy and respect. This theme is presented by a significant amount of testimonials from actual UCLA caregivers and patients. For example, from Clara Heurta, a sign language interpreter: "I ran through the parking lot screaming and racing to the family to let them know that the patient would receive a heart that night." Or from a patient, Tom C., "We've been floating out in the middle of the ocean on a raft cobbled together out of driftwood and old tires. Suddenly, we've been rescued by the QEII."
Lack of Alternative Health Therapies
For me, the only negative feature of this book was a lack of an alternative health discussion. The author discussed many therapeutic innovations at UCLA such as dog, music and pastoral programs; however, there was no mention of Chinese healing arts such as acupuncture and Tai Chi. I found the omission strange for a diverse UCLA community that promotes a high level of patient-centric focus.
"Talent selection and retention is the single most pressing issue for business success over the foreseeable future."
"A moral error would be a physician who gets paged five times to go visit Ms. Jones but it too busy watching the Super Bowl and doesn't get to her until after she dies."
"There is a fine line between cult and culture."
"A full 68% will sever a customer relationship because they were treated poorly by a staff member."
"Your next customer will be your most important one!"
Model for the Future
None of us enjoys contemplating health care decisions; however, if we are going to become ill, UCLA is definitely a prescription for excellence.
A McGraw-Hill representative provided me with a complimentary review copy of this book. I was not monetarily compensated for the review by any party that would benefit from a positive analysis.