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Maintaining patient touchpoints over time can change lives

Posted by Morgan Tracy on Feb 21, 2019 2:00:00 PM

As a Maternity Nurse Navigator at Wesley Medical Center in Wichita, I’m available to provide support to expectant mothers, whether that’s explaining what to expect at pregnancy checkups, helping to create a birth plan or reviewing breastfeeding options. A few weeks ago, I was able to get an expectant mother the care she needed—a need she had expressed in response to one of our Early Childhood patient education emails.

I received a secure message from a woman currently receiving our automated weekly education messages. She was 27 weeks pregnant and didn’t know where to turn to get prenatal care. She thought that she couldn’t get access to care without current identification cards. She wasn’t able to travel to renew her identification, and she didn’t know what to do to get her questions answered—and the care that she and her baby needed.

Our team sends automated weekly emails to touch base with expectant and new moms to help them prepare for childbirth and provide optimal care for their children. This woman was receiving messages about raising her toddler and used the connection to reach out.

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Topics: Improving Patient Outcomes, Guest Blog, Patient Experience, patient activation

Engaging Moms to Improve the Patient Experience In-Hospital and Postpartum

Posted by Pam Chay on Oct 4, 2018 11:31:03 AM

There is a lot of focus in our industry lately on patients as healthcare consumers. Particularly in the case of childbirth, expectant moms increasingly have a choice of where to deliver their babies. Hospital shopping is common among this group of women, and competition is fierce among hospitals for their business. That’s why it’s more important than ever to listen to what our patients are saying about us.

Surveys are a great way to gain insight into how new and expectant women feel about their hospital experience – from their first interaction with us through the early years of raising their children. But traditional surveys are often delivered to patients at inconvenient times or end up being thrown away.

How do you request patient feedback in a way that patients are more likely to respond?

At Northwestern Medicine in Illinois, we bring care directly to patients through our digital engagement platform. Branded as NM Parent Connect, we reach expectant moms on their mobile devices at targeted points in their care journeys. We send them automated education, but also have the ability to inform them of our resources and to gain critical patient feedback at any time.

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Topics: Guest Blog, Patient Experience, Innovation, Healthcare Technology, patient activation

Driving Patient Loyalty by Connecting Outside the Hospital Early On

Posted by Allie Gouveia and Jenny Johnson on Mar 13, 2018 8:20:00 AM

As the marketing team responsible for UNC REX Healthcare’s maternity service line, we’re constantly looking for better ways to improve women’s birth experiences at our hospital.

For most patients, their first time at our hospital is when they come to take a birth class in their third trimester, or when they are in labor and arrive to deliver. That means we have to earn their trust months before they actually use our services. Part of our strategy for improving patient experience includes reaching out to future patients to provide education and answer their care questions as early in their pregnancy journey as we can.

In the past year, we’ve made some improvements that have allowed us to connect with a larger percentage of these women, and sooner—as early as their first OB visit to community practices who deliver at the REX Women’s Center.

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Topics: Guest Blog, Patient Engagement, Patient Experience, healthcare marketing

How We Innovated Breastfeeding Compliance and Increased Staff Satisfaction

Posted by Paula Adamcewicz, RNC on Apr 12, 2017 11:16:00 AM

Much has been written about the benefits of breastfeeding, but the overarching reason that exclusive breastfeeding promotion is such an important initiative for groups like the U.S. Breastfeeding Committee, World Health Organization, Baby-Friendly USA and the American Academy of Pediatrics is that breastfeeding is a preventive care issue.

Multiple studies have demonstrated that breastfeeding reduces the lifetime risk of diseases such as diabetes, asthma, obesity, heart disease and several types of cancer. As healthcare trends toward keeping people healthy rather than providing sick care, breastfeeding is an ideal way to keep the population well over time.

At East Jefferson General Hospital (EJGH) we took the commitment to exclusive breastfeeding a step further to become a baby-friendly hospital. Earning our baby-friendly designation was a rigorous 2-year process that challenged EJGH maternity staff to collaborate and implement innovative ideas for educating staff and patients about breastfeeding. Here’s what we learned along the way that might help you as your hospital pursues baby-friendly status.

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Topics: Guest Blog, Innovation