>> My name Irene Tramirez [assumed spelling]
and I am the Service Excellence Manager at UCLA health.
Service excellence is all about customer service and our customers are our patients
so it's ensuring that we meet, not only meet,
exceed their expectations during their hospital stay,
so it's definitely providing excellent medical care but in addition
to that it's bringing in the human touch.
It's the making the connections, the smiles, the eye contacts, making them feel comfortable
and lowering their stress levels.
Yes, my office [inaudible] makes rounds which are actually the highlight of my day,
so six times a month we get a team of about a hundred leaders from across the hospital
to come together and pair off into teams and go talk to the patients and ask them
about their experience, how things are going?
What can we do to make their experience better?
And then we come back and we talk about what we saw and anything
that needs fixing we address those issues immediately and then we also acknowledge things
that we saw that were done really well by our staff and made our patients comfortable.
And there is no real typical day.
Every day is a little different but when I'm not rounding I'm in a lot of meetings
with other departments because my job really requires to collaborate
with other departments to roll out initiatives.
It's all about engaging employees and holding people accountable
to our service excellence standards.