Improving Patient and Family Experience in the NICU

Published in collaboration with March of Dimes and Synova Associates, LLC, Improving Patient and Family Experience in the NICU: A Practical Application of the Experience Framework explores strategic goals supporting improvements and enhancements in patient experience in Neonatal Intensive Care Units (NICUs). With insights transferrable to many settings and service lines, the paper examines patient experience in the NICU through The Beryl Institute’s Experience Framework which includes eight strategic lenses through which organizations can address experience improvement and excellence. Culture and Leadership Policy and Measurement Patient, Family and Community Engagement Quality and Clinical Excellence Staff and Provider Engagement Infrastructure and Governance Innovation and Technology Environment and Hospitality The paper examines each of the eight strategic lenses illustrating the power of a holistic view of experience and offers best practices and recommendations through the thoughtful reflections of NICU leaders.