Service the Way it Ought to Be!

The fourth installment of my reflective blogs comes from an upcoming book about revolutionary changes in patient experience at UCLA Health Systems: Dr. Michael W. Yeh, Assistant Professor of Surgery and Medicine and Program Director of Endocrine Surgery at UCLA, saddressed challenges of the timely delivery of care when taking over leadership of his program.…

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The Gravity of Customer Experience Enhancement

My first job in organizational development was in healthcare. More than two decades later (I can’t possibly be that old), I appear to have come full-circle as I do a great deal of consulting and training on elevating the patient-experience. This work is largely the result of my involvement with UCLA Health Systems and an…

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Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
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