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What would patient satisfaction look like from the baby’s perspective ?

What would patient satisfaction look like from the baby’s perspective ?. Phyllis Kombol , RNC, MSN, IBCLC, RLC Perinatal Partnership Conference September 27, 2010. No Disclosures. I work at CMC-NorthEast in Concord, NC My opinions are my own……. Survey says….

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What would patient satisfaction look like from the baby’s perspective ?

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  1. What would patient satisfaction look like from the baby’s perspective? Phyllis Kombol, RNC, MSN, IBCLC, RLC Perinatal Partnership Conference September 27, 2010

  2. No Disclosures • I work at CMC-NorthEast in Concord, NC • My opinions are my own……

  3. Survey says….. • Did the staff respond to your requests promptly?

  4. Survey says….. How satisfied were you with…. • Courtesy

  5. Survey says….. How satisfied were you with…. • Nurses’ attitude toward your requests • Attention • Skills • Promptness

  6. Survey says….. • Were your meals served on time?

  7. Survey says….. • Did the environment help you rest?

  8. Objectives • Identify evidence-based practices for the establishment of effective breastfeeding in the early postpartum period. Breastfeeding??

  9. Why breastfeeding? • Can’t we be baby friendly without breastfeeding being involved? • When would the baby NOT want this? • When would it be inadvisable? • Baby Friendly Hospital Initiative

  10. Why should we look at this from the baby’s perspective? • Do we only want to satisfy the patients who are likely to write letters of complaint or compliment? • Who speaks for the baby? • What is our responsibility? • What if the mother’s preferences are in conflict with what is best for the baby?

  11. Evidence-based care:Why history, her story and big story are not necessarily the best evidence-based way to provide care

  12. If babies could speak, what would they say? • What are baby’s priorities for an experience that is: • “5 star” • “Remarkable” • “Excellent”

  13. “Get customer service right”Dave Ferguson, Growth Coach columnIndependent Tribune 11/1/2009— 5 B’s • Be the customer: put yourself in the customer’s place • Be easy to get in touch with, available and pleasant • Be website friendly—make sure your site is easy to navigate…call to action • Be in contact with your customers…often • Be the business relationship they want you to be…make them feel important and special by doing little things for them, like inviting them to lunch

  14. When should the first feeding be?

  15. Separation vs. skin to skin

  16. What if mom had c/s?

  17. Why not do the bath first?

  18. What about nipples that seem too… • Big • Small • Flat • Thick

  19. How about a nipple shield?What about pacifiers?

  20. What if mom plans to pump and bottle feed?

  21. Best positions?

  22. Latch problem solving: how to help

  23. How to make sure everybody gets some rest

  24. Schedules

  25. Outcome measures

  26. Sources • ILCA's 2005 "Clinical Guidelines for the Establishment of Exclusive Breastfeeding“ • UNICEF BFHI materials, accessed from UNCIEF.org • WHO's 1998 "Evidence for the Ten Steps to Successful Breastfeeding"

  27. pkombol@ctc.net

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