A Docent Health Patient Journey
Anna
Experienced Mom
Anna is 33, and has a toddler at home. Though she delivered her first child at a competing hospital, she’s now expecting her second and is considering ours. She’s influential among her family and community.
She inquires about tours and birthing classes and Docent responds promptly over her preferred communication channel, text.
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Warm Welcome
Docent-Patient Liaison
Touring the Floor
The Docent welcomes Anna, and offers to tour the maternity floor and discuss her birth "wish list".
Objectives
Anna lives in a desirable zip code from which we are trying to attract new business. She's expressed interest in delivering her baby at our hospital.
Actions
We want Anna to feel confident in her decision, so we call her at her home and leave her a voicemail. She returns our call, indicating interest in our service.
Insights
Anna chose our hospital because it's close to her home, but she's concerned that the maternity floor won't be as "hotel-like" as a local competitor.
Insight
Anna chose our hospital because it's close to home.
Expectation Management
Docent-Patient Liaison
Making a Plan
The Docent works with Anna to think through and develop her birth plan.
Objectives
We want to know Anna's goals, fears and preferences, and ensure that she knows the decisions she'll be asked to make during her delivery.
Actions
We email Anna a link to our online birth planning worksheet. When she populates it, we share it to her clinical record so everyone's ready for her delivery.
Insights
Anna expresses a lot fear about pain and wants to be aggressive about managing it, understanding the risks. She asks if we offer a birthing tub - the third such request this month.
Clinician
Sharing Preferences
Docent shares Anna's birth plan with clinicians via EMR.
Objectives
Patients often feel like they have to communicate the same things over and over, so we provide summaries of patient preferences within current workflows.
Actions
We integrate the information we gather into EMRs and web overlays.
Insights
Anna's needs, preferences and history - information that can streamline and improve both the patient and staff experience.
Insight
Anna wants to manage pain aggressively, and learn alternative birthing options.
Deliver on the Promise
Docent-Patient Liaison
Going Into Labor
When Anna goes into labor, she texts Docent that she is coming to the hospital. The Docent welcomes and assists her family.
Objectives
Anna's family arrives to witness the birth - they are important influencers, and their perception of her experience matters, too.
Actions
We give Anna's family a warm welcome, and provide information that will help to manage their expectations - such as visiting hours and parking.
Insights
Anna's family conveys more about her preferences, as well as future needs care teams may not be aware of yet.
Clinician
Supporting Care Teams
The Docent offers assistance, and reminds the care team of Anna's plan and anxieties.
Objectives
The transition of knowledge is often a gap. Digital and human communications with care teams help provide better experiences for patients and staff.
Actions
We support care teams directly, and provide relevant, in-context information via staff huddles and digital integrations.
Insights
Anna's future needs, as well as ways Docents can help shoulder the load and free care teams to empathetically engage patients.
Insight
Anna's family lives far away, so she may benefit from local support services.
Easy Transition
Docent-Patient Liaison
Providing Comfort
The Docent visits Anna after birth to see how she can be made more comfortable.
Objectives
After the birth, we want to know if Anna's experience has met her expectations, so we can explore opportunities to exceed them, or offer service recovery if necessary.
Actions
We visit Anna in her hospital room on the day after she has her baby to offer comfort, gather feedback and assess her experience.
Insights
Anna was pleased with her experience, and liked having a short trip to the hospital, but feels that the maternity floor is too noisy and hectic, which impacted her sleep.
Clinician
Gathering Feedback
The Docent provides Anna's feedback about floor noise to nurses during huddle.
Objectives
Small moments matter, so patient insights are captured and aggregated in real-time to help direct operational improvements.
Actions
Docents log patient complaints and service recovery issues in the Docent platform. Trends and insights surface on operational dashboards.
Insights
More efficient ways to target patient experience improvement initiatives, faster.
Insight
Anna shares what did and did not meet her expectations. Her room is too loud, but she thinks the care is great.
Fond Farewell
Docent-Patient Liaison
Leaving The Hospital
As Anna leaves the hospital, the Docent visits her to thank her and wish her well.
Objectives
This is our last chance to interact with Anna before she returns home, so we want to ensure that her experience has been satisfactory.
Actions
When she is discharged, a Docent escorts Anna and her new baby down the elevator and out to her car. We check to ensure that the infant seat is installed correctly.
Insights
Anna is excited be going home, and grateful that we helped see her off.
Insight
Anna finds our discharge process simple and straightforward.
Settling In
Docent-Patient Liaison
Following Up
Two weeks later, the Docent follows up via text to check on Anna and baby, and assess her satisfaction with her care journey.
Objectives
We seek to close Anna's maternity journey on a high note, let her know that she is valued, and seek her feedback about our services.
Actions
We follow up with her, and text her with information about Mommy & Me support groups in her area.
Insights
Anna has a positive sense of her experience, and a commitment to stay connected to our health system's pediatric and women's health services.
Clinician
Looking Ahead
The Docent notes in Anna's EMR that all is well and baby is feeding properly.
Objectives
Though she has left the hospital, Anna's journey is just beginning, so we capture information that could be helpful in future journeys.
Actions
We talk to Anna, and add to her historical profile.
Insights
Indications of post-partum depression or other post-event complications that may inform a more clinically-oriented future journey.
Insight
Anna's interested in post-partum resources, other Docent services and well-baby care.
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