My Pre-New Year’s Present And What Kaiser Taught Me About Customer Service!

Keeping customer service and mission at the forefront of an organization’s work is often one of the most difficult things a company or principal can champion. I will discuss my feelings about the birthing process and my first days as a father in another blog, but I was moved during our process by the customer service we experienced. Kaiser Hayward was our birthing center and I must say, I was moved by every aspect of our experience.

My wife was admitted on Thursday, December 29, 2011 after her water broke. We had in our head this simple fast birth and labor. However, my wife was slow to dilate which resulted in a slow wait for dilation. One centimeter by midnight Friday morning. If I remember correctly, we began a slow process of being induced. It was long, and seemingly forever. But I must say, the stay was like staying at the Four Seasons Hotel. Everything was explained, every conversation ended with a request for questions. We never felt in the dark. The Doctors, Midwives and RNs were consistent, attentive, and responsive. Each seemed to champion the mission of the unit but also augmented the work of the last person we saw. They were mother-centered and they honored the father (me). The first Anesthesiologist came in and spoke with us about the risks, dangers, and benefits of the epidural for which my wife had been dreaming. By this time she had not eaten for almost 24 hours and was connected to an IV. He was clear. There was no stone unturned and no question about my wife’s family history or her medical history that he was afraid to ask. The next shift’s Anesthesiologist came in and picked up where the last left off. He reiterated what the previous doctor told us and asked his own set of questions. He wanted my wife comfortable and spoke to her all the way through the process. Her epidural began, and the Oxytocin was flowing.

We waited until Saturday, December 31, 2011 at 6:51am to meet our 7lb 10 ounces daughter. She was and is beautiful. She was born. I watched her birth. I broke into tears when I saw her come part of the way out and heard the Midwife challenge my wife to push her out. I watched my daughter suspended between life in the womb and life in the world. I was stressed. My wife pushed her out and we waited for the cry. She was born. And so life began for our family. The next step of care began. They put the baby right on my wife’s chest. Skin to skin was what we were told by every nurse, doctor, midwife, employee in this section. They drove the mission home.  In 1991 the United Nations Children’s Fund (UNICEF) and the World Health Organization (WHO) established the Baby-Friendly Hospital Initiative (BFHI) to promote and encourage breastfeeding worldwide…The Hayward Hospital received its Baby-Friendly certificate in November, 2000“ (http://www.permanente.net/homepage/kaiser/pages/d8870-13409.html).

So we see and read this “Baby-Friendly” facility label everywhere. What does this mean? In and of itself, it simply reminds the patient of what to expect. But these tags also remind employees of what they should be working toward. They lived their mission by their action. This is the birthing room!

Now we move to the Post-Partum wing of the hospital. A room that is fairly large, houses one postpartum mother and couch that somewhat pulls out for the significant other, a rocking chair, table, 3 chairs, and a private bathroom. You can’t shower in the room, but there is one available. It’s not bad. But this is where the mission comes into play again. In the room, there is a dry-erase board with a bunch of boxes and required processes and baby tests. The nurse enters the room, introduces herself, writes down her phone number, and then commences to get mother agreement on the goals of her stay during the nurse’s watch. The nurse asks the mother what she would like to accomplish in the next however many hours she is on shift. Breastfeeding? Latching? Bonding? Next nurse, same process. The hearing nurse walks in the room and explains to you the hearing test process. Throughout each one of these processes, each nurse follows the same standard. It’s not easy to get continuous sleep, but the whole process is meant to drive the mother closer to her child in every aspect. It is a very intentional process. Every time a nurse enters the room, it appears a box is being checked off, from immunizations to latching techniques. The nurses provide the mother a vision board of expectation and the nurses foster an environment of continuous feedback. They work to provide a baby-friendly hospital and experience. They work in a mission-centered way. We experienced Labor and Delivery’s continuous high level of customer service. People argue about Kaiser’s customer service, and maybe some of it is founded. However, this unit had a clear vision and mission that every employee seemed to champion and value. As a result, guests of the hospital are treated like royalty and are constantly reminded that this is a “Baby-Friendly” hospital. Where else would you want your baby born? Thank you Kaiser Hayward Labor and Delivery, and every person that played any role in my daughter’s birth, wife’s labor and delivery, and postpartum experience.

Image By: Presentfather