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Explore how UCLA Health intentionally designs, measures, and improves the patient journey across every touchpoint in this 56-minute podcast episode. Join UCLA Health Chief Patient Experience Officer Julia Gaviria and Dr. Eve Glazier as they discuss how patient experience extends far beyond survey scores to reflect how a health system truly performs and how care feels to those receiving it. Discover how UCLA Health ensures experience is not left to chance but is systematically built into their operations, from the first phone call through well beyond discharge. Learn how personalization, empathy, operational excellence, and data-driven insights combine to create care that achieves both clinical excellence and deeply human connection. Understand the comprehensive approach to transforming healthcare delivery by focusing on the complete patient journey and the strategic methods used to measure and continuously improve every aspect of the patient experience.
