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Defining Personalized Care: Elevating our Culture of Service


Everyone has been disappointed by a customer service experience. Even though everything else may have met or exceeded expectations, the things we tend to remember are often the negatives.        

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.” 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 third segment, "Defining Personalized Care: Listen to Understand" launches in August 2019. It will take about 10 minutes to complete.   

"Listen to Understand" looks and feels like a smartphone app and covers simple ways to enhance our listening skills which impacts teamwork and our ability to serve others through effective communication.

This follows the segments, “Defining Personalized Care: Be Welcoming” and "Communicate Effectively" 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: Listen to Understand

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

Read more in the VUMC Reporter.