Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System EBOOK

Acknowledgments

This all started years ago when I toured the yet-to-be-opened Ronald Reagan UCLA Medical Center with Dr. David Feinberg. While I was overwhelmed by the beauty, grandeur, and futuristic technology of the complex, I was ostensibly visiting it in preparation for a presentation that I was to give to Dr. Feinberg’s leadership team. That presentation was focused on making sure that the patient experience at UCLA was commensurate with the quality of the soon-to-be-opened new hospital.

While I had no idea that this book would emerge from that early work at UCLA, I suspect that Dr. Feinberg had already envisioned this outcome. I will forever be grateful to David for his ability to see and make this book possible. Moreover, I am in debt ...