November 10, 2016

Next chapter of the Culture of Service to begin this month

This article was provided by Human Resources:

This November, Medical Center employees will write the next chapter in the Culture of Service program, called Service Recovery. Employees will log in to the Learning Exchange to access an interactive learning experience, “Have You H.E.A.R.D.? Adventures in Service Recovery at VUMC”, a 10-minute eLearning Module, to learn about the importance of service recovery and excellent service at VUMC.

“At Vanderbilt University Medical Center, our goal is always service excellence,” said Paul Sternberg Jr., M.D., chief medical officer, Vanderbilt Medical Group and an executive sponsor of the program, “yet sometimes things go wrong that inconvenience our patients and their families or impact their satisfaction with the Vanderbilt experience.”

“Service recovery is taking action in response to making right what went wrong. It is everyone’s job,” said Marilyn Dubree, MSN, R.N., Executive Chief Nursing Officer and also an executive sponsor of the program, “and an important practice to use with every customer, including our internal customers.”

Whether you are in an administrative or clinical role at VUMC, the course reminds us service recovery can help each of us deliver service excellence to our customers.

The 10-minute module in the Learning Exchange is a fun, interactive experience that will guide employees through scenarios specific to the type of work they complete, using the H.E.A.R.D. process. As part of annual compliance, there is ample time to complete this requirement before the June 15, 2017 deadline (Faculty eligible for the Quality Rebate Goals program must complete the training by June 1, 2017).

Service Recovery is “the process of making right what patients, families and colleagues deemed went wrong for them.” At VUMC, we believe service recovery is everyone’s job.

The H.E.A.R.D framework focuses on making things right with five service recovery steps:

  • H: Hear the person’s concerns without interrupting and focus on needs
  • E: Empathize with the person raising the issue
  • A: Acknowledge, express appreciation to the person for sharing and apologize when warranted
  • R: Respond to the problem, setting timelines and expectations for follow-up
  • D: Document or delegate the documentation to the appropriate person.

To kick off this phase of the Culture of Service, VUMC Learning and Development piloted the program with the Vanderbilt Eye institute in September. After completing the eLearning Module, feedback from some of our colleagues included:

“This was a fantastic exercise to actually practice the skills we need in our job environment.”

“Reminds you that everyone has a role in the patient experience; good reminders for all of us to pitch in and work as a team.”

Log in to the Learning Exchange today to take Have you H.E.A.R.D.? Adventures in Service Recovery at VUMC. Then visit the Culture of Service group on freeform — our online discussion platform and share a few thoughts about your experience.

In addition, VUMC leaders and Service Recovery champions will meet with teams and be encouraged to discuss more advanced scenarios during team meetings.