Contents

Foreword

Eugene Washington, M.D., M.Sc., vice chancellor,
UCLA Health Sciences, and dean, David Geffen
School of Medicine at UCLA

Acknowledgments

CHAPTER 1 The UCLA Health System Experience:
What Everyone Can Learn from Greatness in Healthcare

PRINCIPLE 1
COMMIT TO CARE

CHAPTER 2 Care Takes Vision, Clarity, and Consistency

CHAPTER 3 Never Enough Care

PRINCIPLE 2
LEAVE NO ROOM FOR ERROR

CHAPTER 4 Setting the Foundation:
Safety Is a Matter of Culture

CHAPTER 5 Safety—Science, Selection, and Challenge

PRINCIPLE 3
MAKE THE BEST BETTER

CHAPTER 6 Delivering Exceptional Outcomes Here and Now

CHAPTER 7 Quality for Less and for All

PRINCIPLE 4
CREATE THE FUTURE

CHAPTER 8 High-Value Innovation—Leveraging the Risk of Excellence

CHAPTER 9 Transformative Evolution

PRINCIPLE 5
SERVICE SERVES US