Tvhs honored with va customer service innovation award for employee experience | va tennessee valley health care | veterans affairs

Daniel Dücker, VA Tennessee Valley Healthcare System (TVHS) Executive Director, accepted a VA Customer Service Innovation Award during VA’s 2024 Customer Experience (CX) Symposium on Monday,

Sept. 16, 2024. “This award recognizes the great work of our employees to make VA Tennessee Valley a stronger and inclusive organization,” said Dücker. The VA Customer Service Innovation

Award recognizes a VA employee or team from across the enterprise that has had the greatest impact on customer experience using innovative ideas or tools. TVHS received the award for its

Diversity Leadership Council (DLC). This council is a group of professionals who strive to improve the health care environment for employees and Veterans through diversity, equity,

inclusivity, and accessibility. “Our Diversity Leadership Council [has been] bettering TVHS’ culture since its inception in 2022,” said Rory Thompson, TVHS Veteran Experience Officer. “The

council is a collective of employees from all backgrounds coming together to openly discuss the hard topics which impact our workforce today.” The council, implemented by Dücker, presents

opportunities for open dialogue during DLC’s “Empower Hour” sessions. The sessions cover a wide range of topics, such as unconscious bias training, microaggressions, and cultural competence

workshops. It also provides a safe and inclusive environment for employees to share their perspectives, learn about different cultures, and discuss ways to support diversity and inclusion

within the workplace. “Whether it is their race or ethnicity, religious beliefs, sexual orientation, or disability, [employees] are empowered to have these crucial conversations to address

and grow a diverse workforce and cultivate an inclusive work environment at VA Tennessee Valley,” said Thompson, who submitted TVHS for the award. Nominees for the award promote innovative

ideas among VA employees and inspire others to deliver exceptional customer experiences, enhancing employee experience and building trust in the Veteran community. The program presents

innovation awards in two categories: exceptional employee experience and exceptional Veteran experience. TVHS was awarded in the innovation award category for creating an exceptional

experience for employees. Reluctance to simplify, commitment to resilience, and deference to expertise are High Reliability Organization principles that the DLC continues to develop and

encourage throughout TVHS. By prioritizing employee development and emphasizing the importance of continuous learning and growth, TVHS continues to set a strong example for other

organizations to follow. TVHS employees displayed the success of these programs through their participation during this year’s All Employee Survey. More than 84% of TVHS employees

participated in this year’s survey, and 71% of those employees rated TVHS as a best place to work. Overall, creating a better and stronger work environment for employees is essential in

providing the best care to Veterans. “As a Veteran who receives all of his care from TVHS, it is refreshing to know that regardless of what branch, service connection, or status… we are here

to provide world-class care that the civilian world doesn’t compare to,” said Thompson.