“I felt at home here right away.”

Shannon O’Kelley, the Chief Operating Officer for UCLA Health, is responsible for Ronald Reagan UCLA Medical Center, Mattel Children's Hospital at UCLA, the Resnick Neuropsychiatric Hospital at UCLA, and UCLA Medical Center, Santa Monica.

“We see a future where there are multiple ways to communicate with the hospital,” O’Kelley said in a recent interview. “We've built our IT infrastructure to support video teleconferencing and tele-health.” He thinks communicating with the hospital can be a simple as a Skype call to help patients navigate UCLA, or as sophisticated as a home robot that can go from room to room. “Whatever we can do to help patients become more involved in their own care,” he says.

Shannon loves to tell the story of a board member who saw a news report about a soldier who had suffered a terribly disfiguring injury and donated generously to see if the soldier could be helped. What became of that? “We've now treated 100 service people, rebuilding their bodies and their lives. From this we created pilot traumatic brain injury and post traumatic stress disorder programs. And this first-class process for our wounded veterans has shown this institution how every patient should be treated.”

“There are just a lot of things we're doing better than anyone else,” O’Kelley says, and he clearly means it. “We're using Lean Methodologies and doing everything we can to be more efficient.” But he feels that what really sets UCLA apart is not just how we treat illnesses, but how we treat people. “‘Deliver random acts of kindness,’ is in our vision statement,” he said proudly. “And we do that every day. It's how we build trust. It's what makes us different.”

Additional Employee Videos:

Carl, Rehab Department

Carl, Rehab Department

UCLA Health provided Carl with his first experience in a medical setting. As a member of the Lift Team, he provides muscle and support to nurses at Ronald Reagan UCLA Medical Center, one of the top hospitals in the nation.

Anna, Sr. Patient Liaison

Anna, Sr. Patient Liaison

As a Sr. Patient Liaison in the Office of Patient Experience, Anna has the opportunity to use her communication skills to help patients and their families have a better understanding of the care they're receiving at UCLA Health.

Wendy, Clinical Care Partner

Wendy, Clinical Care Partner

Wendy loves to help people, and she gets to do that every day as Administrative and Clinical Care Partner at UCLA Health. Working in Oncology, she greets patients, listens to their concerns and lets them know that "we're there for them."

Kim, RN - Orthopedics Unit

Kim, RN - Orthopedics Unit

Kimberly is Unit Director for a surgical inpatient unit at UCLA Medical Center, Santa Monica. Working at UCLA has afforded Kim the opportunity to be involved directly with patient care and support staff nurses at the bedside.

Deidre, IT Adoption & Engagement

Deidre, IT Adoption & Engagement

Deidre started her journey as a Physical Therapist, but soon found another way to help people with her passion for technology. Today she is a Director in the Information Services and Solutions department of UCLA Health.

Bethany, Clinical Laboratory

Bethany, Clinical Laboratory

A Clinical Laboratory Scientist Supervisor, Bethany works in the Blood Bank Lab at Ronald Reagan UCLA Medical Center. She welcomed the opportunity to return to UCLA, which is her undergraduate alma mater.

Emerita, Housekeeping

Emerita, Housekeeping

Before joining UCLA Health, Emerita worked outside of health care in customer service positions. In her Housekeeping role, the work she does impacts patient care and satisfaction. In her words, "Patients will always remember the way they were treated."

Meggie, Neurological Rehab

Meggie, Neurological Rehab

As an Occupational Therapist in the Neurological Rehab Unit at UCLA Health, Meggie helps patients get back to their everyday tasks. Teamwork is essential to success in her field, and it's one of the reasons she's happy to be at UCLA Health.

Karen, MRI Tech/Radiology

Karen, MRI Tech/Radiology

Karen started as an Intern with UCLA Health and is now working as an MRI Technologist at UCLA Medical Center, Santa Monica. In her role, she uses CICARE to make patients feel comfortable and have the best experience possible.

Chris, Emergency Medical Tech

Chris, Emergency Medical Tech

When he was 16, Chris began his journey as a Fire Explorer. As soon as he had the chance to take the EMT test, he went for it. Now he's happy to be working in UCLA's Critical Care Transport Department as an Emergency Medical Tech

Paul, Chief Administrative Officer

Paul, Chief Administrative Officer

Paul Watkins is Chief Administrative Officer for UCLA Medical Center, Santa Monica. He points out that the new Santa Monica facility was designed with the patient in mind, so that all of the services flow around the patient. For Paul, being at UCLA has been "a phenomenal experience."

Jerome, Performance Excellence

Jerome, Performance Excellence

Jerome began his journey with UCLA Health more than 22 years ago as a work-study student. He worked his way up to become a Manager in Hospital Transportation Department. Today he holds dual roles in the Transportation and Performance Excellence Departments.

Louise, Management Service Officer

Louise, Management Service Officer

When Louise was a surgery patient at UCLA, she fell in love with the organization. She started working as a Billing Clerk in 1986 and her journey continued. Now she's as a Management Service Officer with the Faculty Practice Group in Santa Monica.

Administrative Fellowship Program – Group 1

Administrative Fellowship Program – Group 1

Randi Wiggins (2010), Jeff Butler (2008), Jenny Jun (2010) and Samantha Cao (2009) share their experiences in the Administrative Fellowship and Internships Programs at UCLA Health.

Administrative Fellowship Program – Group 2

Administrative Fellowship Program – Group 2

Michael Burke (2012) and Lily Roh (2013) talk about their experiences in the UCLA Health Administrative Fellowship Program. This 12-month program provides young leaders with hospital management and administrative training in all aspects of an academic medical center.

Administrative Fellowship Program – Group 3

Administrative Fellowship Program – Group 3

Eric Harasimowitz (2013) and Frances Watts (2012) talk about their experiences in the UCLA Health Administrative Fellowship Program. This 12-month program provides qualified young leaders with hospital management and administrative training in all aspects of an academic medical center.

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At UCLA Health, we achieve excellence in patient care consistently by following the steps outlined in CICARE.

CICARE is an acronym that describes specific behaviors that are guaranteed to result in excellent communication with patients, families and colleagues.

Every UCLA Health employee, physician and volunteer holds themselves and their colleagues accountable for practicing these six steps with everyone on every encounter.

Click on the above to learn more about CICARE.

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agree with CICARE

Connect with the patient and their family members by addressing them as Mr./Ms., or by the name they prefer.

Introduce yourself and your role.

Communicate what you are going to do, how long it is going to take, and how it will impact the patient.

Ask permission before examining the patient and anticipate patient and/or family needs, questions or concerns.

Respond to patient and/or family questions and requests with immediacy.

Exit courteously and/or with an explanation of what will come next (or when you will be back to check on them).