36H—Backing Up Words With Actions: Creating a Culture of Resiliency and Professionalism in a Post-Pandemic World

Tuesday, March 29th

About the Session

During the COVID-19 pandemic, the well-being of our healthcare workforce secured the attention of our nation. Gestures of gratitude and words of appreciation were shared to ensure that teams serving at the front lines of the crisis felt supported. Healthcare providers now have an opportunity to capture the momentum of this effort and back words of gratitude with investments in programs and services that provide better care and support for physicians and staff over the long term, not just in times of crisis.

At Keck Medicine of USC, the COVID-19 crisis pressure tested programs already in place to support the resilience and well-being of faculty and staff, and helped identify opportunities to do more. Because Keck Medicine was a startup academic medical center a decade ago, leadership knew that creating a culture that supported high levels of teamwork and professionalism, along with support systems to ensure the health and well-being of staff and physicians, were critical to our ability to improve care. quality and better meet patient expectations and needs. Now, as a young health system, we are using the lessons learned from the pandemic to renew our commitment to our workforce and build upon our current foundation of programs and resources.

This session will provide a candid look back at how Keck Medicine cared for its physicians and staff during the pandemic, what gaps in support were identified, and how those gaps are being addressed. Topics will include an overview of how Keck Medicine’s professionalism program, in partnership with Vanderbilt University, improved collaboration, teamwork, and communication and created a strong cultural foundation for weathering the COVID-19 pandemic; the expansion of Keck Medicine’s award-winning Care for the Caregiver’s program designed to ease the burdens of working in high-stress, high-risk environments using resources across the health system and university; and the establishment of a permanent office of wellness and a wellness council, plus appointment of a new chief mental health officer to ensure that initiatives remain active and relevant post-pandemic.

Learning Objectives:

  • Discuss how programs developed during the pandemic to support front-line caregivers can be retooled to address well-being as a robust, long-term organizational priority.
  • Appreciate how a resilient and professional workforce enables organizations to remain highly effective during crises and serves as the foundation for transformational change.


Presented By

Rod Hanners

Keck Medicine of USC

Tammy Capretta, RN

Chief Transformation and Risk Officer
Keck Medicine of USC