Assessing the Patient Pregnancy Experience to Impact Patient Satisfaction

Montefiore Medical Center provides comprehensive maternity care for women. As Montefiore aims to improve its patient-centered care, maternity care services play an important role in setting strategic goals; it represents a large portion of Montefiore’s Hospital Consumer Assessment of Healthcare Providers and Systems scores, a standardized methodology for measuring patient perspective on hospital care. The Capstone team was engaged to assess the Montefiore pregnancy journey, from prenatal care in the Comprehensive Family Care Center to postpartum treatment in Weiler Hospital in order to identify known drivers of patientpregnancy satisfaction. The team conducted interviews with patients and stakeholders, assisted in nurse-manager rounds, engaged in direct observations, and completed a literature review on best practices. Analyzing how Montefiore service provision measures against patient expectations and other hospitals in its competitive landscape, the Capstone team provided a roadmap of the Montefiore pregnancy experience with actionable recommendations for improvement in maternity care.