Sibley Engages Staff in Transforming the Maternity Care Experience

Added on Feb 21, 2019

Sibley Breaks Down Communication Silos to Engage Staff in Transforming the Maternity Care Experience
By Audrey Doyle

Lack of communication between the labor and delivery, postpartum, and specialized neonatal care units in Sibley Memorial Hospital’s Women’s and Infants’ Services department (WIS) caused maternity patients to perceive the stages of their childbirth journey as disjointed instead of connected, resulting in patient experience rankings in the single digits.

As part of an initiative to improve communication among staff and between staff and patients across the continuum of childbirth services, WIS deployed “Five Star Behaviors,” an internally developed framework of communication and behavioral techniques that emphasize courtesy, respect, caring, healing, and teamwork.

Since September 2016, WIS’s ranking has increased exponentially in nearly every domain, including Overall Rating and Likelihood to Recommend, which skyrocketed from the 1st and 16th percentiles, respectively, to the 96th and 99th percentiles, respectively.

Read the article to learn more about Sibley's efforts and successes.