In 2025, Kaiser Permanente San Jose’s Maternal Child Health (MCH) team elevated the standard for patient-centered care by focusing on communication, active listening, courtesy, respect, and family engagement. Nurses were at the heart of this transformation, consistently applying evidence-based practices to improve the patient experience. These included the use of the AIDET (acknowledge, introduce, duration, explanation, and thank you) model for clear and compassionate communication, bedside shift reports to involve patients in real-time care decisions, hourly rounding to proactively address needs and enhance safety, and use of care boards to keep patients and families informed throughout their stay. Together, these practices created an environment where patients felt respected, heard, understood, and actively involved in their care journey.

The impact of these efforts is reflected in patient feedback. One patient shared, “I had a wonderful stay after my delivery. The staff, doctors & nurses were all very attentive and caring. Thank you to Kaiser San Jose for such an amazing experience! It made a huge difference in my postpartum recovery.”

Another commented, “Amazing service. Loved my experience, 10/10.”

These remarks demonstrate how intentional communication and consistent engagement by nurses not only improve clinical outcomes but also foster trust and comfort during one of life’s most important moments. By prioritizing empathy, collaboration, and evidence-based practices, the MCH team has truly raised the bar for care experience, ensuring every family feels supported from delivery through recovery.