Beautifully Connected

We provide health systems with the people, technology and ongoing insights to deliver better, more integrated and more fundamentally human patient experiences.

Partnerships

What We Do

Experience Blueprinting

We use deep customer research and segmentation to design journeys personalized to your patients. You’ll be able to better understand them as people, as well as their unique needs and preferences.

Skilled Patient Liaisons

We empower on and off-site liaisons, or Docents, to coordinate with patients before, during and after their clinical experience. They’ll also inform and assist clinical staff, freeing them to deliver truly human-centric care.

Data-Driven Insights

We give healthcare teams a central platform for real-time patient and experience information. This technology furthers understanding between patients and clinicians, and gives executives a powerful tool for optimizing workflow.

 

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.

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.

Data Collected

  • Patient Preferences

  • History

  • Competitive Comparisons

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.

Data Collected

  • Patient Preferences

  • Fears

  • Goals

  • Community Trends

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.

Data Collected

  • Patient & Family Sentiment

  • Patient Preferences

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.

Data Collected

  • Patient Sentiment

  • Service Feedback

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.

Data Collected

  • Patient Satisfaction

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.

Data Collected

  • Patient Satisfaction

  • Resources Desired

  • Downstream Service Capture Opportunities

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.

What Inspires Us

When my son broke his femur last summer my wife and I were distraught. Thankfully we worked with an amazing navigator who talked to us, joked with my son about surfing with daddy next summer, he knew where we lived and where we vacationed and where we worked, and called my son by his nickname.

He calmed us all down. And we made a rational decision about where to seek care. As a result, it was a really memorable moment for my wife and me – we felt supported.

Conor M. Massachusetts

Read More

What Inspires Us

When my son broke his femur last summer my wife and I were distraught. Thankfully we worked with an amazing navigator who talked to us, joked with my son about surfing with daddy next summer, he knew where we lived and where we vacationed and where we worked, and called my son by his nickname.

He calmed us all down. And we made a rational decision about where to seek care. As a result, it was a really memorable moment for my wife and me – we felt supported.

Conor M. Massachusetts

Read More

Share Your Story With Us

Tell us the unforgettable patient experience stories that drive and inspire you.

Submit Story

News & Views