UCTV- Got a few minutes? Watch this great talk by UCLA Medical Center President Dr. David Feinberg. It’s the remarkable story of how UCLA changed its culture from “you’re lucky to see us” to “we provide acts of kindness.”
Our Take: We love that Dr. Feinberg is not satisfied. He had us when he said, ‘Don’t clap. This is not the clapping part.’ Being among the best in an industry lousy at satisfying patients was not enough. He wants to deliver excellent experiences to every patient. Also, Dr. Feinberg is just a terrific story-teller. Spending a few minutes hearing him weave his tale from the poker table to the bedside to the boardroom is just a good way to pass the day.
