Complete "Defining Personalized Care: Be Welcoming" today

Defining Personalized Care — Elevating Our Culture of Service is a two-year initiative to provide knowledge and skills that will help all Medical Center employees improve their ability to deliver personalized care through exceptional service.

More than half of the VUMC community has already completed the first installment, “Defining Personalized Care: Be Welcoming.”  With a Feb. 1 deadline nearing, everyone is encouraged to complete the 15-minute segment via this link.

“We made ‘Be Welcoming’ an agenda item at our quarterly staff meeting and added some interactive exercises to further increase engagement. Most of our staff have taken and enjoyed it,” said Layle Kenyon, associate operating officer of Vanderbilt Children’s Outpatient Clinics. 

“While service to patients and family members is a big impetus, I also see this initiative as a retention strategy for our staff.  We spend a lot of time together, and if we can spread a little joy in the work place  by creating a warm, friendly and respectful environment, it’s a win-win for all!”

The segment includes:

• A short, introductory video featuring “Average Jo,” who illustrates the difference between providing average and exceptional service. 
• The three universal behaviors that will help us all be more welcoming:  1) Acknowledge others with a smile; 2) Be present in the interaction; and 3) Call people by name. 
• A guide to help identify the “Be Welcoming” phrases and behaviors relative to your area and role. 

Over the next two years, a new segment will be rolled out each quarter and need to be completed in the order they are assigned through the Learning Exchange. Be Welcoming is the first segment for you to complete and then the first of two Communicate Effectively components will launch in March. 

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.