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provides value, reduces cost and increases the quality of care. E is for patient experience. We look at selected measures related to both inpatient and outpatient experience to make sure that it is optimized. R is for reducing readmissions. This is increasingly important because as people live longer, they are sometimes living with complex chronic diseases that need to be appropriately and safely managed within the home environment. And S is for safety. Our ultimate goal is to make sure that all patients are safe from harm during the course of their care and treatment. We look at the list of publicly reported patient-safety incidents and call them “never” events — we never want to see them. A high-performing safety culture requires open communication, transparency and trust to be successful. You have said you envision UCLA as a global leader in this arena — not just one of the best, but a true change agent. Dr. Cherry: We want to be the healthcare system in the United States that organizations and individuals turn to for leadership in quality and safety. To get there, we need to be consistent and high-ranking in terms of our publicly reported measures. Consumers, employers and health plans are increasingly looking at these measures to make judgments about our organization, and we have to make sure that the reputation of the organization matches the publicly reported outcomes. That’s one aspect of leadership. But the other is for UCLA Health to be a visionary leader and innovator within the broad realm of quality and safety. What would be an example of an area in which UCLA can serve as a healthcare change agent? Dr. Cherry: Leveraging technology is one area that we have been looking at for some time. For example, wouldn’t it be great to have an app on your smartphone that enables you to better manage your clinical condition — based on your doctor’s recommendations — by recording your response to treatment and making it possible to communicate more effectively with your physician? With these kinds of interactive apps, the physician can understand exactly what’s going on with you at home; when you come in for an appointment, the Photography: Ann Johansson physician then has a much-more complete picture and is able to render much-more precise and individualized care. The UCLA Inflammatory Bowel Disease Center has already developed a patient- centered, interactive app, and there are other physicians who are exploring these concepts. The advent of social media and smart technology will provide a level of connectivity between the physician community and the patient that, in the future, will allow us to leverage knowledge and decision making in ways that we don’t yet fully understand. We’re also looking into how the electronic health record can be used in new ways for clinical-decision support. Technology is going to continue to be a major driver of change in healthcare, as it has been for a while. “A high-performing safety culture requires open communication, transparency and trust to be successful.” U MAGAZINE 15