When the President of the UCLA Health System began his job, his hospital had an 85% approval rating – the highest of any comparable hospital. But his take on that number was that 15% of UCLA patients had a bad experience, and he took no comfort in knowing that other hospitals fared worse. UCLA was, in his words, “the cream of the crap.”
Dr. Feinberg set out to fix the problem, and he did it by going into every one of hundreds of hospital rooms and asking two questions:
– On a scale of 1 to 10, how would you rate your entire experience in this hospital, and why?
– Would you recommend this hospital to your family and friends? Why or why not?