In October 2018, Vanderbilt University Medical Center’s Defining Personalized Care — Elevating Our Culture of Service initiative was launched, and leaders are applauding the service education’s reinforcement of positive behaviors for improved delivery of service to each other, to patients and to their family members.

At some point, everyone has had a customer service experience that was disappointing. Even though everything else may have met or exceeded expectations the things people tend to remember are often the negatives.

Vanderbilt University Medical Center (VUMC) has recognized 157 clinicians and 41 areas with Excellence in Patient Experience Awards in recognition of outstanding performance and exceptional commitment to service excellence.

For many years, patients who came to Vanderbilt University Medical Center (VUMC) for care would receive a survey asking, among other things, about how they rated the experience — including the professionalism and friendliness of the physician or other health care provider.