Defining Personalized Care: Elevating our Culture of Service

Increasing choices for healthcare consumers means that offering the best service is more important than ever. Our hospitals and clinics are recognized among the nation’s best for superior care. However, feedback from patients tells us that we have room to improve when it comes to their overall experience.

New Learning Opportunities

That's the reason behind "Defining Personalized Care: Elevating Our Culture of Service" the journey that began in 2019. Clearly defined learning opportunities provide the coaching, knowledge and skills needed to deliver exceptional service with every interaction. "Making Health Care Personal" builds on that journey with "The Power of You" and now "The Power of Service Recovery".

Making Health Care Personal

This follows the segments, "Defining Personalized Care: Be Welcoming", "Communicate Effectively", "Listen to Understand", "Power Up Positivity", "One VUMC Team", "We Commit to Be" and the "Leader as Coach" workshops which prepared hundreds of leaders for the initiative. These continue to be available in the Learning Exchange and were modeled after the "Cup of Coffee Conversations" that were an important element of the highly successful "Clean Hands Save Lives" campaign. 

In addition, leaders are participating and are prepared to lead conversations in work groups and team meetings.

Complete the Course - Making Health Care Personal - The Power of Service Recovery

More information is available under the Leader Central tab on the HR website.