National Academy of Medicine

Healing Humankind One Patient at a Time

By David Feinberg, Molly Coye, A. Eugene Washington
April 20, 2012 | Commentary

Four years ago, UCLA’s medical center was ranked as an honor-roll hospital by U.S. News and World Report—but our patients would seldom “refer us to a friend.” We skillfully performed today’s health care miracles: organ transplants, complex neurosurgical repairs, and saved the lives of those ravaged by trauma. Why wouldn’t those un-der our care tell their friends to come to UCLA? Were we so enamored of technical expertise that we neglected to listen to our patients and their families?

Note

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