Setting Yourself and Your Patients up for Success: Utilizing Scripting in the OB Setting
Title: Setting Yourself and Your Patients up for Success: Utilizing Scripting in the OB Setting
- Apply customer service strategies in the hospital setting to improve patient satisfaction
- Create a scripting data bank to including AAP, ACOG, and AWHONN recommendations to utilize in everyday practice
- Manage the distribution of patient supplies without negatively impacting patient satisfaction.
Every mother-baby unit must strive to provide excellent patient care, including excellent customer service. Unfortunately, patients can present with unrealistic expectations of hospitalization after delivering a baby. Nurses are challenged to deal with patient requests and demands and may not be aligned with current best practices or fiscally responsible (for example: “I want my baby in the nursery so I can sleep,” “I’m going to breastfeed, but not until I get home,” “I need 2 packs of wipes and another pack of diapers for my baby.”) If not dealt with appropriately, patient satisfaction scores can suffer, mothers can be ill prepared to care for their babies at home, and/or finances can be negatively impacted.
Proposed change:
Nurses must be trained to educate and inform while utilizing scripting and customer service tips.
Implementation, outcomes and evaluation:
This first step included a review of both patient satisfaction scores, core measures, and budget. A focus group was assembled to address each issue and propose scripting tools to address areas of concern. Scripts were written and shared with staff. Over time, the unit saw an increase in patient satisfaction scores, and increases in exclusive breastfeeding, and a significant reduction in supply cost.
Implications for nursing practice:
When provided with scripting tools, nurses can provide excellent patient care and excellent customer service while maintaining budget.
Keywords: scripting, best practice, outcome, customer service, finance