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Vital Signs

Summer 2011

Book Focuses on UCLA’s Patient-Centric Experience


A new book published in May details how UCLA Health elevated the patient experience and transformed itself into an architect of the customer service revolution. In so doing, UCLA raised its patient satisfaction levels from the 30s to greater-than-95th percentile systemwide and now is recognized as one of the nation’s top-rated academic medical centers from a patient satisfaction standpoint. The author, Joseph A. Michelli, will donate proceeds from Prescription for Excellence to benefit UCLA’s Operation Mend.

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