How UCLA achieved a 60% increase in patient satisfaction scores

Topics: Nursing, Patient Experience, Quality, Performance Improvement, Service, Patient-Focused Care, Methodologies, Frontline Accountability, Strategic Alignment, Workforce


with Jennifer Stewart

October 16, 2012  |  Nursing Executive Center

The "Getting to Know You" Project

Nurse leaders at UCLA started the "Getting to Know You" project after realizing they hardly knew a patient who had been with them for nearly a year.

"It was always patient in bed #11 or bed #13. We wanted to move away from that and really personalize the patient as who they really were. Also we wanted to know what their goal was after their hospitalization because we wanted to help them reach that goal."

See how UCLA's patient personalization poster initiative helped them get to know their year-long patient as a former singer in Vietnam and improve patient satisfaction scores from the 20th to the 80th percentile.

To learn more about how you can instill this practice at your institution, see "Patient Personalization Posters" in the Center's study, Enhancing the Patient Experience, or download the accompanying tool in The Patient Experience Toolkit.

View all member stories

About Frontline Impact

Frontline staff routinely witness improvement opportunities. The Advisory Board Talent Development division's Frontline Impact partnership prepares staff to take ownership of improvement initiatives, using a combination of structured project work, classroom learning, and local coaching.

UCLA's "Getting to Know You" project was one of three winners of our 2010 Frontline Impact Award. Watch now.

Through our partnerships, we've worked with more than 10,000 frontline participants and facilitated more than 4,000 projects. Our faculty has extensive experience teaching to a frontline audience and supporting successful project work. Learn more.

You May Also Like