One Size Fits One: Transforming the Patient Experience

Patient experience is more than a survey score. It reflects how a health system truly performs and how care feels to the people receiving it. In this episode, UCLA Health Chief Patient Experience Officer, Julia Gaviria, joins Dr. Eve Glazier to explore how UCLA Health intentionally designs, measures, and improves the patient journey across every touchpoint. From the first phone call to well beyond discharge, experience is not left to chance — it is built into the system. They discuss how personalization, empathy, operational excellence, and data-driven insight come together to create care that is both clinically outstanding and deeply human.
Podcast Credits for UCLA Health Medically Speaking with Dr. Eve Glazier:
• Host: Dr. Eve Glazier
• Executive Producers: Annie Krasnow, Michael Burke, Suzanne Koudsi Walker
• Producers: Niki Miller, Jessica Alabastro
• Creative Producer: Kanza Shaheen
• Social Media and Communications: Bonnie Kim
• Technical Directors: Adrian Cardoso, Andrew Stocks
• Editor: Tony Sweet
• Recorded at: Canella Media
Special thanks to our expert guests and the incredible staff across UCLA Health who make this podcast possible. A special thank you to Johnese Spisso, President of UCLA Health and CEO of the UCLA Hospital System, for her visionary leadership and support. We are also grateful to the patients and families whose stories inspire our work every day.
Produced by: UCLA Health Communications & Marketing
Disclaimer: This podcast is for educational and informational purposes only. It is not a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified health provider with any questions you may have regarding a medical condition.