Thomas Lee, M.D.: Health Care Excellence Starts With Building Social Capital

At the 2024 ChristianaCare Way Awards, Thomas Lee, M.D., chief medical officer of Press Ganey and a national leader in patient experience, shared an inspiring message on the importance of social capital and the role caregivers play in fostering it.

He highlighted how strong interpersonal connections, trust and shared norms can transform the workplace, improve patient care and prepare us to thrive amid industry challenges. He noted that ChristianaCare’s mission drives social capital.

Social capital as essential capital

In health care, our relationships are just as important as our resources. Social capital is built through everyday interactions, creating a foundation of mutual support and trust. At ChristianaCare, our mission is simple and profound: We take care of people. Building social capital is integral to fulfilling this mission.

Growth mindset

Embracing a growth mindset helps us continually improve. Lee encouraged us to think like CFOs for social capital — focused on growth, impact and sustainability. At ChristianaCare, we do this by creating innovative, effective, affordable and equitable systems of care that our neighbors value. A growth mindset allows us to continuously adapt and meet the evolving needs of our community.

Teamwork as a cultural foundation

High-performing teams rely on strong connections. Social capital helps us work seamlessly across departments and ensures we’re ready to tackle complex challenges together. We serve together, guided by our values of love and excellence, which shape our commitment to teamwork and collaboration. These values help us build trust and work as caring partners in health, within our organization and beyond.

Rituals reinforce respect

Respect is at the core of how we serve. Even small, consistent behaviors — like greeting each other by name and thanking colleagues — help reinforce a culture of respect and professionalism.

Engaging with our community

Social capital doesn’t stop at team boundaries but extends throughout our organization and into our community. As an anchor institution, ChristianaCare has an impact beyond the hospital walls, helping strengthen community ties, promote health equity and serve as a role model for collaboration. We do this by supporting our neighbors and working to create equitable systems of care, as a positive force in our community.

When values become behavioral norms, Lee said, health professionals can position themselves to overcome challenges and make a lasting impact. For more on the ChristianaCare Way Awards, click here.