Elevating the Mother-Baby Experience Through Personalized Service & Partnership
The Opportunity
The Women’s Services Concierge Program at Memorial Hermann Texas Medical Center delivers an exceptional, personalized experience for Mother-Baby patients and their families.
Through a strategic partnership between Food & Nutrition Services (FNS) and the Women’s Services clinical team, onsite teams identified an opportunity to further enhance hospitality, strengthen communication, and drive measurable improvements in patient satisfaction.
Program Objectives
- Increase Patient Satisfaction scores on Women’s Services
- Deliver consistent, reliable daily rounding and service recovery
- Provide elevated amenities and dining experieinces
- Strengthen collaboration between clinical and hospitality teams
- Improve Quality, Temperature, and Courtesy KPI Performance
The Strategy
Rounding on Every Patient, Every Day
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- Daily concierge isits to all patients
- Real-time service recovery and feedback capture
- Improved communicatino and expectation setting
Collaborate with Clinical Caregivers
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- Attendance at nursing huddles
- Monthly leadership alignment meetings
- Shared dashboards and workflow standars
- Engagement activities to support staff partnership
Elevate the Experience
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- Enhanced snack carts and family-friendly options
- Celebration meals for new mothers and partners
- Redesigned menus and curated offerings
- Concierge business cards for direct communication
Results and Performance Impact
Year-Over-Year-Outcomes
- Sustained imporovement in Women’s Services satisfaction scores
- Measurable impact on overall TMC hospital performance
- Food & NutritionServices distinguished in all 3 contractually tied KPIs:
- Quality
- Temperature
- Courtesy
Program Evolution: Sustainable & Scalable
Following initial success, the program was refined to ensure long-term sustainability while preserving core impact elements:
- Continued Every Patient, Every Day rounding
- Dedicated concierge associates
- Celebration meal program maintained
- Ongoing clinical partnership and leadership collaboration
The refined model continues to deliver stability, consistency, and strong patient satisfaction outcomes.
Why It Matters
Mother-Baby units consistently generate the highest patient survey volumes within the system. By investing in hospitality excellence and intentional rounding, Memorial Hermann Texas Medical Center:
- Enhances the patient and family experience
- Strengthens interdisciplilnary partnership
- Improves measurable performance metrics
- Reinforces a culture of service excellence