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

CONCLUSIONYour Follow-up Care Plan

A leader is one who knows the way, goes the way, and shows the way.

—JOHN MAXWELL

UCLA Health System is among the most complicated organizations that you will ever encounter. In essence, it is at least three businesses in one: a world-class medical-care provider, an extraordinary medical training center, and a cutting-edge research facility where the future of medicine is being created today. Across all these lines of business, UCLA has the task of developing a culture of safety that integrates technology and human oversight to prevent harm and death to the customers it serves. Each business thrives through constant quality improvement, a responsibility for advancing outcomes, and a passion for streamlining ...