Purpose for the program: In July 2008 our Obstetric Press Ganey patient satisfaction raw score hit an all time low at 86.5. We were frustrated and discouraged, and knew there were many contributing factors including an outdated physical space, unengaged OB staff, and lack of amenities for our patients and families.  Despite brainstorming regarding possible fixes and discussions with staff in monthly meetings, our scores stayed low.
Proposed change: In 2009, we formed a multidisciplinary team consisting of the OB Nursing Divisional Director, nurse managers, and representatives from patient relations,  nutrition, environmental services, and research. We invited a member of our hospital family advisory council to give a patient perspective. Objectives were established for igniting the passion in us all to make the patient experience extraordinary.
Implementation, outcomes and evaluation: We seized opportunities to enhance our facility with minimal expense. Flat screen televisions and décor updates were necessary but the real challenge was engaging the staff to provide excellent customer service – a cultural shift. While our hospital leadership had been  rounding on inpatient units on day 2 of their stay for years – maternity patients were excluded. We began rounding daily on them to get feedback. We systematically identified opportunities for improvement and implemented them at a rapid pace. The opening of an outpatient lactation center which included pump rental and retail breast feeding supplies, the afternoon magic cookie moment and  free meal ticket for the patient’s significant other were the initiatives implemented on the Family Unit. Bedside reporting, room readiness, lateral accountability initiatives were started in Labor/ Delivery. Patient satisfaction scores became a standing agenda item at the OB physician monthly staff meeting, as well as tips on how to improve. Each member of our interdisciplinary group led an initiative on a narrow time line. As a result, we have reached our all time high patient satisfaction score of 91.3, exceeding many units in our facility
Implications for nursing practice: We tell our families that we want to be the best maternity unit in our city. When asked, what we could have done better we get few suggestions now. As a result our newly engaged staff  are passionate about  offering our patients a truly memorable and personalized experience. We are proud of our accomplishments, but recognize that we must continuously examine improvements. As nurses we proved  that when we collaborate with our partners in care, everyone wins.
Keywords: Patient satisfaction, family-centered care, patient experience