Too Good To Be True? Think Again.

The unique qualities that make USC Verdugo Hills Hospital a standout

When I first began working at USC Verdugo Hills Hospital (USC-VHH) in 2003 as an emergency room physician, the atmosphere seemed too good to be true. I felt I had been propelled into a classic sitcom, where everyone is good and kind and watches out for each other.

But more than 20 years later, I can tell you that the caring and commitment I saw on my first day from the staff, and continue to see, is real. We are a family; we celebrate each other’s successes and ache over each other’s hardships.

Those who know me have heard me use the phrase, “Our Patients, Our People.” This tagline encapsulates the concept that our staff is united in its dedication to serving our patients.

The hospital’s values reflect those of the health system and the culture of trust, teamwork and positivity our CEO, Rod Hanners, has built at Keck Medicine of USC.

I’d like to introduce a few of our employees so they can explain in their own words what makes USC-VHH both a uniquely special hospital and a steward of Keck Medicine’s high principles.

Everyone knows your name

“When you walk into the hospital, you immediately feel a sense of belonging and serenity. Everyone knows your name or recognizes your face in the hallways and always follows up with a smile on their face.

“My department, physical medicine and rehabilitation, gives me the most joy. We share food and personal stories. Everyone cares for each other and works together to maintain a culture of high-quality, personalized patient care.”

• Rashmi Bandekar, PT, DPT, Rehabilitation Services Manager

Teamwork and solidarity

“What sets our hospital apart is the genuine camaraderie among the staff. One incident that stands out was when we discovered a water leak in the hospital. A group of us, including the human resources director and security personnel, were immediately on the scene. Together, we tackled the challenge of clamping and sealing the pipe, ensuring the leak was contained. In the face of adversity, it is this type of teamwork and solidarity that underscores the staff’s professionalism and dedication.”

• Gilbert Durazo, Painter

Collaboration and kindness

“Every day, I witness our team members’ collaborative efforts and kindness, using their talents and skills to provide best patient outcomes. Last month, we faced a challenging situation with 15 discharges and 13 patients waiting for clean beds. Our environmental services director and her team rose to the occasion, swiftly cleaning beds to make room for the new admissions. Their dedication and efficiency made our patients’ transition smoother and more comfortable. This is just one of the many instances that showcases our collective commitment to patient care.”

• Tammy Cass, RN, Clinical Administrative Nursing Supervisor

A UCLA Bruin turned Trojan

“As a UCLA Bruin, I never imagined one day I would be part of the USC-VHH team, but I am sure glad I am. Even before working here, I held this hospital close to my heart. The medical staff took care of my precious mom during her final years, and their regard for her was beyond extraordinary. As part of the patient experience team, I have observed my colleagues’ many acts of kindnesses to patients and their families. The leadership team and staff inspire me by their example. This `UCLA Bruin’ is a better person for having crossed their paths!”

•  Kathy Rust, Patient Experience Liaison in the Emergency Department

Rashmi, Gilbert, Tammy and Kathy bring their best each day and represent the collective staff that enhance our hospital’s culture and the care we provide.

I couldn’t be prouder of our entire staff and their accomplishments. Not only has the USC-VHH Emergency Department received the prestigious Lantern award two times in a row, but the hospital also recently received the Beacon Award for the ICU.

If you’re ever at USC-VHH and wonder if warm greetings and caring attitudes can’t be real, put that worry aside. They are.

We are a family; we celebrate each other’s successes and ache over each other’s hardships.

Dr. Armand Dorian, CEO of USC-VHH

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