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.

Exceptional Jo on the Street


New Learning Opportunities

That's the reason behind "Defining Personalized Care-Elevating Our Culture of Service." Clearly defined learning opportunities will provide the coaching, knowledge and skills we need to deliver exceptional service with every interaction.

A new learning segment will roll out each quarter. The latest segment, "Defining Personalized Care: We Commit to Be..." launches February 2021.

"Defining Personalized Care: We Commit to Be ...", encourages us to embrace different backgrounds and experiences as opportunities to learn from one another. It asks each of us to be intentional about getting to know people from outside your comfort zone and to focus on seeing things through a new lens. Everyone's unique background and experience contribute to our organization's ability to be innovative and successful. This e-learning takes about 10 minutes to complete and teaches us how healthy and positive work relationships result in stronger and more effective teams.

This follows the segments, "Defining Personalized Care: Be Welcoming", "Communicate Effectively", "Listen to Understand", "Power Up Positivity", "One VUMC Team" and the "Leader as Coach" workshops which prepared hundreds of leaders for the initiative. These workshops 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 - Defining Personalized Care: We Commit to Be...

Read the Reporter article

View and print VUMC Hero Cards from the last segment, "One VUMC Team, Hero Edition" to share.

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

Defining Personalized Care FY20 Progress