The Docent welcomes Anna, and offers to tour the maternity floor and discuss her birth "wish list".
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.
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.
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.
Anna chose our hospital because it's close to home.
The Docent works with Anna to think through and develop her birth plan.
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.
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.
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.
The Docent shares Anna's birth plan with clinicians via EMR.
Patients often feel like they have to communicate the same things over and over, so we provide summaries of patient preferences within current workflows.
We integrate the information we gather into EMRs and web overlays.
Anna's needs, preferences and history - information that can streamline and improve both the patient and staff experience.
Anna wants to manage pain aggressively, and learn alternative birthing options.
When Anna goes into labor, the Docent welcomes and assists her family.
Anna's family arrives to witness the birth - they are important influencers, and their perception of her experience matters, too.
We give Anna's family a warm welcome, and provide information that will help to manage their expectations - such as visiting hours and parking.
Anna's family conveys more about her preferences, as well as future needs care teams may not be aware of yet.
The Docent offers assistance, and reminds the care team of Anna's plan and anxieties.
The transition of knowledge is often a gap. Digital and human communications with care teams help provide better experiences for patients and staff.
We support care teams directly, and provide relevant, in-context information via staff huddles and digital integrations.
Anna's future needs, as well as ways Docents can help shoulder the load and free care teams to empathetically engage patients.
Anna's family lives far away, so she may benefit from local support services.
The Docent visits Anna after birth to see how she can be made more comfortable.
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.
We visit Anna in her hospital room on the day after she has her baby to offer comfort, gather feedback and assess her experience.
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.
The Docent provides Anna's feedback about floor noise to nurses during huddle.
Small moments matter, so patient insights are captured and aggregated in real-time to help direct operational improvements.
Docents log patient complaints and service recovery issues in the Docent platform. Trends and insights surface on operational dashboards.
More efficient ways to target patient experience improvement initiatives, faster.
Anna shares what did and did not meet her expectations.
As Anna leaves the hospital, the Docent visits her to thank her and wish her well.
This is our last chance to interact with Anna before she returns home, so we want to ensure that her experience has been satisfactory.
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.
Anna is excited be going home, and grateful that we helped see her off.
Anna finds our discharge process simple and straightforward.
Two weeks later, the Docent follows up to see how Anna and her baby are doing.
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.
We follow up with her, and text her with information about Mommy & Me support groups in her area.
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.
The Docent notes in Anna's EMR that all is well and baby is feeding well.
Though she has left the hospital, Anna's journey is just beginning, so we capture information that could be helpful in future journeys.
We talk to Anna, and add to her historical profile.
Indications of post-partum depression or other post-event complications that may inform a more clinically-oriented future journey.
Anna's interested in post-partum resources, other Docent services and well-baby care.