February 25, 2020

Enhance the VUMC experience: Complete all four Defining Personalized Care segments

Over half of the VUMC staff has completed all four Defining Personalized Care segments.

Defining Personalized Care – Elevating Our Culture of Service is a multiyear initiative designed to help us improve the service we provide our each other, our patients, and their family members. Each segment was designed to build on each other and should be completed in order. 

 “Our patients deserve the best possible care, and fundamental to enhancing our service to others is how we interact with each other.” said C. Wright Pinson, MBA, MD, Deputy CEO and Chief Health System Officer. “If every single member of the VUMC community completes these four segments and applies what they learn at work daily, this will have a tremendous positive impact on our ability to work together, deliver exceptional care and service.”

“Our patients are noticing our efforts in both communication and courtesy, more patients are giving us top box responses, which is when we receive the highest rating possible,” said Brian Carlson, Vice President, Patient Experience.  “For communication, we are currently 73% top box, well above 70% last year – and our courtesy scores have also risen to almost 80% top box.”

For those who still have segments to complete, we request for you to complete them by no later than March 31.  This helps everyone be prepared for the next segment launching in late March. The segments, in order, are:

  • Segment #1 – Be Welcoming

Greet others and be present in the moment helps us all be more welcoming

  • Segment #2 – Communicate Effectively

The role body language, tone, and word choice play in communications

  • Segment #3 – Listen to Understand

Insights to help us better engage as listeners

  • Segment 4 – Power Up Positivity

Covers the importance of positivity, gratitude and recognizing others

 

All segments are viewable on desktop and mobile devices.  Click here to start completing your next segment.

More information about Defining Personalized Care — Elevating Our Culture of Service is available at the Elevate website and the Human Resources website under the Leader Central tab.