Dr. Feinberg told Becker’s Hospital Review about his first months as CEO and his focus on patient satisfaction: “I learned about all of these great accomplishments, but I also learned that people wouldn’t refer us to a friend. We ranked in the 38th percentile for how many patients would refer us to family or friends. That was because they didn’t know who their physician was, no one made eye contact, the place was dirty, the air conditioning didn’t work, hot food wasn’t hot and TVs didn’t work. I figured I could never be as smart as UCLA’s miracle workers but I could make this a more compassionate place.”
Since then, patient satisfaction scores have increased from the 38th to 99th percentile at UCLA.
Dr. Feinberg was recently awarded the 2012 Mathies Award for Vision & Excellence in Health Care Leadership. The award recognizes significant contributions and outstanding leadership in healthcare.
As president, Dr. Feinberg oversees all aspects of UCLA Health, which includes the campuses of UCLA Hospital System — Ronald Reagan UCLA Medical Center in Los Angeles, Stewart and Lynda Resnick Neuropsychiatric Hospital in Los Angeles, Mattel Children’s Hospital UCLA in Westwood, Calif. and UCLA Medical Center in Santa Monica, Calif.
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