Patient Safety Unit - Queensland Health · 2016. 11. 10. · Patient Safety Unit . ii Queensland Government Statistician’s Office Level 8, 33 Charlotte Street Brisbane, QLD, 4000

Queensland Health

Maternity Patient Experience Survey 2014–2015

Queensland

December 2014 – February 2015

Patient Safety Unit

ii

Queensland Government Statistician’s Office

Level 8, 33 Charlotte Street

Brisbane, QLD, 4000

Ph: (07) 3035 6436

http://www.GS.qld.gov.au

© Queensland Government 2015

This report is for the exclusive use of Queensland Health without restriction.

All data and information in this document are believed to be accurate and have come from sources believed to be reliable. However, the Queensland Government Statistician’s Office, Queensland Treasury, does not guarantee or represent that the data and information are accurate, up to date or complete, and disclaims liability for all claims, losses, damages or costs of whatever nature and howsoever occurring, arising as a result of relying on the data and information, regardless of the form of action, whether in contract, tort (including negligence), breach of statutory duty or otherwise.

31 July 2015

Revised Final Version C

iii

Contents 1 Executive summary ...................................................................................... 1

1.1 Survey details, sample size and response rate ............................................. 1 1.2 Headline survey results ................................................................................ 1

1.2.1 Overall satisfaction ............................................................................... 1 1.2.2 Most favourable and unfavourable patient experience ......................... 2

2 Introduction ................................................................................................... 3 3 Antenatal care .............................................................................................. 4

3.1 Overall satisfaction with antenatal care ......................................................... 5 3.2 Timing of first antenatal appointment ............................................................ 6 3.3 Sufficient information provided to decide where to have baby ....................... 7 3.4 Antenatal care provider types ....................................................................... 8 3.5 Consistency of antenatal care provider ......................................................... 9 3.6 Time to ask questions/discuss at antenatal check-ups ................................ 10

4 Antenatal care - Transfer of care ................................................................ 11 4.1 Included in decision process for referral of antenatal care .......................... 12 4.2 Effectiveness of communication between care providers around referral

of antenatal care ......................................................................................... 13 5 Labour and birth - Hospital birth .................................................................. 14

5.1 Overall satisfaction with hospital care for (labour and) birth ........................ 15 5.2 Reasons for induction of labour explained .................................................. 16 5.3 Felt had choice whether labour induced ...................................................... 17 5.4 Ability to move and position for comfort ...................................................... 18 5.5 Received desired pain relief/comfort measures .......................................... 19 5.6 Reason didn't receive desired pain relief/comfort measures ....................... 20 5.7 Confidence and trust in midwives ............................................................... 21 5.8 Confidence and trust in doctors .................................................................. 22 5.9 Birth companion involved as much as desired ............................................ 23 5.10 Left alone at a worrisome time .................................................................... 24 5.11 Stage at which left alone (at worrisome time).............................................. 25 5.12 Understandable explanations from midwife or doctor .................................. 26 5.13 Involved as much as desired in decisions about care and treatment

during labour/birth ....................................................................................... 27 5.14 Felt listened to and supported by midwives ................................................ 28 5.15 Felt listened to and supported by doctors ................................................... 29

6 Labour and birth - Transfer of care ............................................................. 30 6.1 Included in decision process for referral of labour/birth care ....................... 31 6.2 Effectiveness of communication between care providers around referral

of labour/birth care ...................................................................................... 32 7 After the birth .............................................................................................. 33

7.1 Opportunity to discuss labour, birth with care provider ................................ 34 7.2 Reason didn't have opportunity to discuss labour, birth with care

provider ...................................................................................................... 35 8 Care in hospital after the birth ..................................................................... 36

8.1 Overall satisfaction with postnatal care in hospital ...................................... 37 8.2 Felt midwives supportive of choice of feeding method ................................ 38 8.3 Support to feel confident with feeding baby ................................................ 39 8.4 Midwives' sensitivity to cultural needs ......................................................... 40 8.5 Involved as much as desired in decisions about postnatal care .................. 41 8.6 Everything possible done to help manage pain ........................................... 42

9 Food ........................................................................................................... 43 9.1 Whether had concerns about food .............................................................. 44 9.2 Nature of concern about food ..................................................................... 45

10 Environment ............................................................................................... 46

iv

10.1 Cleanliness of toilets and bathrooms .......................................................... 47 11 Leaving hospital .......................................................................................... 48

11.1 Information about emotional changes ......................................................... 49 11.2 Information about contraception ................................................................. 50 11.3 Advised who to contact if concerned ........................................................... 51 11.4 Given enough information about how to manage own care at home ........... 52 11.5 Given enough information about how to manage baby's care at home ....... 53

12 Overall hospital stay ................................................................................... 54 12.1 Treated with respect and dignity ................................................................. 55 12.2 Treated with kindness and understanding ................................................... 56 12.3 Assistance from staff when needed ............................................................ 57 12.4 How well doctors and midwives worked together ........................................ 58

13 Postnatal care - Transfer of care................................................................. 59 13.1 Included in decision process for referral of postnatal care........................... 60 13.2 Effectiveness of communication between care providers around referral

of postnatal care ......................................................................................... 61 14 Care at home after the birth ........................................................................ 62

14.1 Offered any maternity care at home ............................................................ 63 14.2 Why didn't receive any maternity care at home ........................................... 64 14.3 Amount of maternity care received at home ................................................ 65 14.4 Overall satisfaction with maternity care at home after the birth ................... 66 14.5 How maternity care at home after the birth could be improved ................... 67

Appendix A: General information ........................................................................ 68 A.1 Survey objectives ....................................................................................... 68 A.2 Methodology ............................................................................................... 68

A.2.1 Questionnaire design ......................................................................... 68 A.2.2 Scope ................................................................................................. 68 A.2.3 Sampling ............................................................................................ 69 A.2.4 Peer groups ....................................................................................... 69 A.2.5 Pre-approach letter and data collection .............................................. 69 A.2.6 Response rate .................................................................................... 70 A.2.7 Sample characteristics and weighting ................................................ 70

A.3 Data analysis and presentation ................................................................... 71 A.3.1 Graphs ............................................................................................... 71 A.3.2 Output interpretation .......................................................................... 72 A.3.3 Significance testing ............................................................................ 72

Appendix B: Peer groups .................................................................................... 73 Appendix C: Facilities by Hospital and Health Service ........................................ 75 Appendix D: Definitions of favourable and unfavourable ..................................... 76 Appendix E: Methodology used to rank facilities for each graph ......................... 80 Appendix F: Hospital results ............................................................................... 83 Appendix G: Questionnaire ................................................................................. 88

Tables Table 1: Sample characteristics ........................................................................... 70 Table 2: Facilities in each peer group .................................................................. 74 Table 3: Facilities by Hospital and Health Service ............................................... 75 Table 4: Definitions of favourable and unfavourable responses ........................... 76 Table 5: Weights used in sorting facilities for each graph .................................... 80 Table 6: Overall satisfaction for Peer group A ..................................................... 84 Table 7: Overall satisfaction for Peer group B ..................................................... 85 Table 8: Overall satisfaction for Peer group C ..................................................... 86 Table 9: Overall satisfaction for Peer group D ..................................................... 87

1

1 Executive summary

1.1 Survey details, sample size and response rate

The Maternity Patient Experience Survey 2014–2015 was conducted by the Queensland Government Statistician’s Office (QGSO) on behalf of Queensland Health. The survey was conducted using computer assisted telephone interviewing from December 2014 to February 2015.

Mothers who gave birth in, or received care after birth from, a Queensland public hospital were included in the survey. A total of 4,977 interviews was completed of mothers discharged between September and November 2014. The response rate for all facilities in the survey was 63%.

The survey included 39 facilities across Queensland, with interviews achieved for 38 of these1. Five of these facilities include results for birthing centres associated with the facility.

Facilities have been grouped into five 'peer groups' that provide similar services to allow for valid comparisons between facilities within each peer group (see Appendix B). The results of this survey will be used in monitoring and evaluating the quality of health services provided and to assist in quality improvement activity planning at the facility and statewide levels.

1.2 Headline survey results

1.2.1 Overall satisfaction

Overall satisfaction was measured using four questions for different stages of maternal care:

Mothers rated their overall satisfaction with antenatal care. Across the 38 facilities overall, 57% rated their antenatal care as ‘Very good’, 31% as ‘Good’ and 9% as ‘Adequate’.

Mothers rated their overall satisfaction with hospital care for (labour and) birth. Across the 38 facilities overall, 72% rated their labour and birth care in hospital as ‘Very good’, 17% as ‘Good’ and 7% as ‘Adequate’.

Mothers rated their overall satisfaction with postnatal care in hospital. Across the 38 facilities overall, 55% rated their postnatal care in hospital as ‘Very good’, 28% as ‘Good’ and 12% as ‘Adequate’.

Mothers rated their overall satisfaction with maternity care at home after the birth. Across the 38 facilities overall, 75% rated their home maternity care as ‘Very good’, 20% as ‘Good’ and 5% as ‘Adequate’.

1 One facility had a small number of mothers who met the eligibility criteria during the capture

period for the survey, but none opted to provide feedback.

2

1.2.2 Most favourable and unfavourable patient experience

The following areas received the highest proportions of favourable ratings and the highest proportions of unfavourable ratings of care mothers received during their stay in hospital. Questions related to antenatal care and maternity care received at home after the birth are not included below due to some of the care being received from health service providers not related to the hospital. See Appendix D for the favourable/unfavourable classification of responses.

Areas of most favourable patient experience (in-hospital)

97% rated the cleanliness of the toilets and bathrooms as ‘Very clean’ or ‘Fairly clean’

93% felt that midwives/doctors caring for them during their labour/birth explained things in an understandable way all or most of the time

91% rated how well the doctors and midwives worked together as 'excellent', 'very good' or 'good'

91% felt the reasons for the induction were definitely explained in an understandable way

90% were able to have their partner/birth companion involved as much as they wanted.

Areas of most unfavourable patient experience (in-hospital)

42% felt they had no opportunity to discuss what happened during their labour/birth and immediately afterwards with a care provider, or were only able to do this 'to some extent'

39% felt they had no choice, or only had a choice 'to some extent', about whether their labour would be induced

37% were included in the process of making the decision about the referral of their labour/birth care to a lesser extent than they wished, or were not included at all

29% felt the communication between the midwives, doctors and others involved in their postnatal care at the time of transfer was not, or was only 'to some extent', accurate and effective

28% felt they did not at all receive adequate support in hospital after the birth to feel confident with feeding their baby, or received this only 'to some extent'.

3

2 Introduction

The Maternity Patient Experience Survey 2014–2015 was conducted by the Queensland Government Statistician’s Office on behalf of Queensland Health. The survey was conducted using computer assisted telephone interviewing from 8 to 13 December 2014 and 19 January to 27 February 2015.

For each participating facility, eligible mothers discharged between September and November 2014 after giving birth were selected for the survey. The largest of the facilities were randomly sampled to achieve at least 300 completed interviews, and a census of remaining facilities was attempted.

This report presents the findings from the survey of maternity patients, with peer group and statewide comparisons.

Responses for all questions have been reported against the facility where the mother gave birth. It is recognised that antenatal care and maternity care at home after the birth may have been delivered by other providers, so results for these sections are not necessarily indicative of care provided by the facility.

As results are weighted up to population totals, reported percentages represent estimated population proportions. Significance testing was performed to test for differences. All differences noted in this report are significant at the 5% level (p<0.05).

More information on the methodology is included in Appendix A.

Graphs

The following graphs are divided into two sections. The top section shows the results for Queensland and the five peer groups. The bottom section shows the results for each facility ranked by their performance according to the most favourable categories, with the highest performing facilities at the top. See Appendix E for more details of how facilities were ranked for each graph.

Note that facilities are omitted from the bottom section of the graphs if they have either:

fewer than 30 interviews overall, or

fewer than 20 responses to that question.

This is because these response counts are considered too small to produce statistically reliable results. However, these responses have been included in the calculation of overall Queensland and peer group results. Facilities with fewer than 30 interviews are those with ‘unweighted counts’ report format in Appendix B.

Mothers who gave birth outside hospital

Mothers who gave birth outside hospital were included in the survey if they were admitted to hospital for care after giving birth.2

As responses were received from only a small number of mothers who gave birth outside hospital, these results are not presented as a discrete group in the graphs. However, they have been included in the Queensland averages.

2 It was not possible to include mothers who gave birth outside hospital and were not admitted

to hospital for care following the birth, owing to the difficulty of obtaining timely sample and contact information.

4

3 Antenatal care

All mothers were asked the following questions:

1. Overall, how would you rate the care you received during your pregnancy?

2. About how many weeks pregnant were you when you had your first antenatal appointment?

3. Did you get enough information from a midwife or doctor to help you decide where to have your baby (babies)?

4. Which of the following health professionals did you see for your antenatal check-ups?

5. Did you see the same doctor or midwife for all or most of your antenatal check-ups?

6. During your antenatal check-ups, were you given enough time to ask questions or discuss your pregnancy?

5

3.1 Overall satisfaction with antenatal care

All mothers were asked: Overall, how would you rate the care you received during your pregnancy?

57

56

53

58

61

79

75

70

65

63

57

60

63

63

58

57

57

59

57

57

55

60

56

54

54

51

56

52

52

54

52

31

32

35

29

30

13

21

25

27

28

40

32

27

26

32

34

34

32

31

32

35

26

32

35

33

37

31

32

31

30

31

9

9

10

9

8

8

5

5

6

8

6

9

8

10

8

7

7

11

9

8

9

9

9

11

9

8

13

13

11

12

4

4

4

5

4,927

1,198

583

2,235

870

36

36

47

301

35

40

75

285

197

45

302

308

157

89

300

60

281

301

177

285

298

299

45

158

297

303

(50)

(14)

(5)

(22)

(8)

(0)

(1)

(0)

(6)

(0)

(0)

(1)

(1)

(1)

(1)

(3)

(3)

(0)

(0)

(3)

(0)

(2)

(3)

(1)

(4)

(1)

(2)

(0)

(4)

(6)

(3)

Qld

A

B

C

D

BeaH

MarH

EmH

CbH

AttH

ProsH

MIsaH

RdH

MkH

DbH

MMPH

RlH

HBH

GlH

RBWH

GyH

TwH

NmH

RkH

CnH

LgnH

TTH

KingH

BnH

GCUH

IpH

Percentage (%)

►M

ore

fav

ou

rab

le►

Very good Good Adequate Poor Very poor

State and peer groups

Individual hospitals

Patients Responding

No antenatal care

Results for this question reflect mothers' experiences of care received from the hospital, or health service providers not related to the hospital. Results for facilities with fewer than 30 interviews are not displayed in the bottom section of the

graph, but have been included in the calculation of overall Queensland and peer group results.

6

3.2 Timing of first antenatal appointment

Mothers who received antenatal care were asked: About how many weeks pregnant were you when you had your first antenatal appointment?

17

18

19

16

17

46

35

36

19

21

23

26

18

16

12

18

17

8

22

18

15

13

14

6

10

15

13

15

8

5

11

19

18

15

22

19

23

32

25

38

28

24

16

24

26

26

21

20

27

13

17

19

22

18

25

19

14

13

10

10

12

4

63

63

66

62

64

32

33

39

43

51

53

58

58

59

61

62

63

65

65

65

65

65

68

69

71

71

73

75

82

83

85

4,756

1,163

561

2,156

838

34

32

68

273

154

34

273

296

187

294

300

289

46

283

296

288

39

295

45

280

288

42

171

87

57

145

Qld

A

B

C

D

MarH

AttH

MIsaH

TwH

BnH

BeaH

CnH

MMPH

MkH

CbH

RlH

TTH

EmH

GCUH

IpH

NmH

ProsH

RBWH

KingH

RdH

LgnH

DbH

RkH

GlH

GyH

HBH

Percentage (%)

►M

ore

fav

ou

rab

le►

0 - 9 weeks 10 - 12 weeks 13 or more weeks



Patients Responding

Results for this question may not be attributable to the hospital, or health service providers not related to the hospital. Results for facilities with fewer than 30 interviews are not displayed in the bottom section of the


7

3.3 Sufficient information provided to decide where to have baby

Mothers who received antenatal care were asked: Did you get enough information from a midwife or doctor to help you decide where to have your baby (babies)?

71

71

71

71

75

90

79

81

77

81

78

78

79

78

75

77

74

76

73

71

72

71

69

72

71

68

66

67

66

66

65

14

15

13

14

14

8

18

11

18

9

14

12

10

11

15

11

15

10

14

16

14

15

18

12

12

16

17

16

16

14

14

14

14

16

15

12

8

5

10

8

10

11

11

10

12

12

14

13

12

14

14

13

16

18

16

16

17

18

20

21

4,913

1,196

581

2,226

869

36

36

45

40

45

47

158

300

197

75

285

279

89

35

299

300

177

300

60

155

307

297

300

285

296

300

Qld

A

B

C

D

MarH

BeaH

KingH

ProsH

DbH

EmH

BnH

MMPH

MkH

MIsaH

CnH

TwH

GlH

AttH

TTH

NmH

RkH

RBWH

GyH

HBH

RlH

GCUH

CbH

RdH

LgnH

IpH

Percentage (%)

►M

ore

fav

ou

rab

le►

Yes, definitely Yes, to some extent No



Patients Responding



8

3.4 Antenatal care provider types

Mothers who received antenatal care were asked: Which of the following health professionals did you see for your antenatal check-ups? The following responses were received.

This graph shows the mothers who received care from each provider type, as a percentage of all mothers.

Since each mother was able to report more than one type of antenatal care provider, percentages may not add up to 100%.

Results for this question reflect mothers’ experiences of care received from the hospital, or health service providers not related to the hospital.

Percentages in this graph are based on responses from 4,926 mothers for Queensland.

0

2

40

71

91

0

2

40

71

94

0

2

40

67

92

0

1

36

74

84

0

1

41

74

91

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100

Nurse / RN

Hospital doctor

Obstetrician

GP or familydoctor

Midwife

Percentage (%)

Peer group A Peer group B Peer group C Peer group D Qld

9

3.5 Consistency of antenatal care provider

Mothers who received antenatal care were asked: Did you see the same doctor or midwife for all or most of your antenatal check-ups?

20

22

23

17

21

14

31

18

17

27

19

44

28

16

14

8

20

17

20

64

21

17

21

15

17

12

9

23

15

27

21

37

37

35

37

38

61

47

38

42

32

47

30

35

43

29

22

34

41

37

31

44

43

35

42

48

39

30

40

30

41

35

43

41

42

46

41

25

22

43

41

41

34

27

37

41

58

70

46

42

43

5

36

40

44

43

35

49

61

36

55

33

44

4,912

1,192

581

2,229

869

35

36

157

299

285

45

47

295

89

60

157

303

44

296

36

75

197

301

299

40

297

285

177

308

299

280

(14)

(5)

(2)

(6)

(1)

(0)

(0)

(1)

(2)

(0)

(0)

(0)

(2)

(0)

(0)

(0)

(0)

(1)

(2)

(0)

(0)

(0)

(1)

(2)

(0)

(2)

(0)

(0)

(0)

(0)

(1)

Qld

A

B

C

D

AttH

BeaH

BnH

CbH

CnH

DbH

EmH

GCUH

GlH

GyH

HBH

IpH

KingH

LgnH

MarH

MIsaH

MkH

MMPH

NmH

ProsH

RBWH

RdH

RkH

RlH

TTH

TwH

Percentage (%)

Ho

sp

itals

ord

ere

d a

lph

ab

eti

cally

Yes, every time Yes, most of the time No



Patients Responding

Not applicable



10

3.6 Time to ask questions/discuss at antenatal check-ups

Mothers who received antenatal care were asked: During your antenatal check-ups, were you given enough time to ask questions or discuss your pregnancy?

87

89

87

86

90

98

97

96

96

94

93

89

90

89

89

88

89

88

87

86

87

85

86

88

85

86

78

80

85

80

81

10

10

9

12

8

4

4

6

7

11

9

10

10

11

9

10

10

13

10

14

12

8

13

9

22

16

6

18

12

5

4

5

8

7

4,914

1,197

580

2,229

867

45

36

47

35

299

301

40

307

285

89

60

197

299

300

158

300

177

297

297

279

283

75

302

35

157

44

Qld

A

B

C

D

DbH

BeaH

EmH

MarH

CbH

MMPH

ProsH

RlH

RdH

GlH

GyH

MkH

TTH

RBWH

BnH

NmH

RkH

GCUH

LgnH

TwH

CnH

MIsaH

IpH

AttH

HBH

KingH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



11

4 Antenatal care - Transfer of care

Mothers whose antenatal care was referred from one type of care to another were asked the following questions:

1. Were you included in the process of making the decision about the referral of your antenatal care?

2. As far as you know, was the communication between the midwives, doctors and others involved in your antenatal care at the time of transfer accurate and effective?

12

4.1 Included in decision process for referral of antenatal care

Mothers whose antenatal care was referred from one type of care to another were asked: Were you included in the process of making the decision about the referral of your antenatal care?

68

68

67

69

62

80

75

74

74

71

69

71

71

67

68

66

63

65

66

63

62

18

17

14

19

22

10

19

19

12

18

21

15

16

20

17

20

24

18

15

15

15

14

15

19

12

15

10

6

7

14

11

10

14

13

13

15

15

13

17

20

22

23

1,205

312

150

559

177

83

72

38

73

75

74

99

65

82

76

43

77

36

56

56

77

Qld

A

B

C

D

CbH

NmH

HBH

CnH

MMPH

TwH

RBWH

RdH

TTH

RlH

RkH

IpH

BnH

MkH

GCUH

LgnH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding

Results for this question reflect mothers' experiences of care received from the hospital, or health service providers not related to the hospital. Results for facilities with fewer than 30 interviews, or with fewer than 20 responses to this question, are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.

13

4.2 Effectiveness of communication between care providers around referral of antenatal care

Mothers whose antenatal care was referred from one type of care to another were asked: As far as you know, was the communication between the midwives, doctors and others involved in your antenatal care at the time of transfer accurate and effective?

65

63

70

65

61

77

76

68

67

64

66

67

67

68

62

61

59

62

58

60

60

27

28

20

27

31

18

17

28

28

32

27

24

23

18

29

32

32

27

34

27

26

8

9

9

8

8

5

8

5

5

4

7

9

11

13

8

7

8

11

8

13

14

1,201

311

149

558

176

83

73

73

82

77

73

74

76

38

64

99

43

56

75

56

36

Qld

A

B

C

D

CbH

CnH

NmH

TTH

IpH

TwH

MMPH

LgnH

HBH

RdH

RBWH

RkH

MkH

RlH

GCUH

BnH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding


14

5 Labour and birth - Hospital birth

Mothers who gave birth in hospital were asked the following questions:

1. Overall, how would you rate the care you received during your (labour and) birth?

2. Were the reasons for the induction explained to you in a way you could understand?

3. Did you feel you had a choice about whether your labour would be induced?

4. During your labour, were you able to move around and choose the position that made you most comfortable?

5. During your (labour and) birth, did you get the pain relief or comfort measures you wanted?

6. Why [didn't you get the pain relief or comfort measures you wanted]?

7. Did you have confidence and trust in the midwives caring for you during your (labour and) birth?

8. Did you have confidence and trust in the doctors caring for you during your (labour and) birth?

9. [Was your partner/birth companion] able to be involved as much as you wanted?

10. Were you (and your partner or a companion) left alone by midwives or doctors at a time when it worried you?

11. [Were you left alone] during labour or shortly after the birth?

12. Thinking about your care during your (labour and) birth, [how often] did a midwife or doctor caring for you explain things in a way you could understand?

13. Were you involved, as much as you wanted to be, in decisions about your care and treatment during your (labour and) birth?

14. Did you feel you were listened to and supported by your midwives?

15. Did you feel you were listened to and supported by your doctors?

15

5.1 Overall satisfaction with hospital care for (labour and) birth

Mothers who gave birth in hospital were asked: Overall, how would you rate the care you received during your (labour and) birth?

72

72

74

71

75

88

90

85

83

77

78

76

74

76

76

78

76

70

72

68

70

65

71

68

72

69

63

64

68

62

56

17

17

14

18

15

12

5

12

8

17

16

16

17

15

14

11

14

20

17

20

18

22

18

19

13

17

20

20

16

23

23

7

7

7

7

7

4

9

4

6

6

6

7

6

5

7

8

10

6

11

4

9

8

9

16

9

7

6

16

4

4

5

6

4

4

5

4,927

1,206

587

2,254

877

37

36

40

46

47

162

307

304

302

310

299

282

306

286

45

303

178

302

288

89

297

76

157

198

60

35

Qld

A

B

C

D

MarH

BeaH

ProsH

DbH

EmH

BnH

CbH

MMPH

RBWH

RlH

LgnH

TwH

IpH

RdH

KingH

GCUH

RkH

NmH

CnH

GlH

TTH

MIsaH

HBH

MkH

GyH

AttH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding

Results for facilities with fewer than 30 interviews are not displayed in the bottom section of the


16

5.2 Reasons for induction of labour explained

Mothers whose labour was induced were asked: Were the reasons for the induction explained to you in a way you could understand?

91

92

90

91

92

100

98

97

95

96

93

92

90

88

89

90

89

87

86

84

81

7

7

8

6

6

5

7

7

9

10

9

6

8

10

9

13

8

4

4

4

11

1,028

277

129

483

139

27

61

64

75

65

64

63

79

74

64

31

62

34

65

61

50

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

Qld

A

B

C

D

BnH

RBWH

RdH

CbH

IpH

LgnH

GCUH

MMPH

TTH

RlH

HBH

NmH

RkH

CnH

TwH

MkH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding

(Don't know)

Results for facilities with fewer than 30 interviews, or with fewer than 20 responses to this question, are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.

17

5.3 Felt had choice whether labour induced

Mothers whose labour was induced were asked: Did you feel you had a choice about whether your labour would be induced?

61

61

56

61

64

73

69

71

63

65

62

62

66

59

58

59

60

55

49

50

42

18

20

18

16

23

13

16

11

23

16

20

17

8

20

21

17

10

21

26

21

24

21

19

25

22

13

13

15

18

15

19

18

21

26

21

21

24

30

25

25

28

34

1,028

277

129

483

139

75

79

62

61

64

64

31

65

74

27

65

50

63

64

34

61

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

Qld

A

B

C

D

CbH

MMPH

NmH

RBWH

RdH

RlH

HBH

CnH

TTH

BnH

IpH

MkH

GCUH

LgnH

RkH

TwH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding

(Don't know)


18

5.4 Ability to move and position for comfort

Mothers who gave birth in hospital and had a labour were asked: During your labour, were you able to move around and choose the position that made you most comfortable?

84

82

84

84

88

100

95

88

87

87

88

88

90

84

86

86

83

85

85

86

86

84

83

84

82

83

83

81

79

79

77

13

14

13

12

11

5

12

13

13

10

9

6

16

12

12

17

13

13

9

9

12

13

10

15

12

11

14

17

16

18

4

4

4

4

5

4

4

5

5

6

5

4

4

5

3,487

842

426

1,562

655

31

38

28

29

70

218

109

27

38

215

218

32

228

219

118

193

218

208

97

203

139

56

216

42

205

188

Qld

A

B

C

D

MarH

EmH

BeaH

ProsH

GlH

RlH

HBH

AttH

DbH

CbH

CnH

KingH

IpH

NmH

RkH

TwH

GCUH

LgnH

BnH

MMPH

MkH

MIsaH

TTH

GyH

RBWH

RdH

Percentage (%)

►M

ore

fav

ou

rab

le►

Yes, most of the time Yes, some of the time No, not at all



Patients Responding



19

5.5 Received desired pain relief/comfort measures

Mothers who gave birth in hospital were asked: During your (labour and) birth, did you get the pain relief or comfort measures you wanted?

87

85

86

88

87

98

95

93

91

91

90

90

90

90

90

89

88

88

87

87

87

87

86

86

86

86

85

84

83

83

83

13

15

14

12

13

5

7

9

9

10

10

10

10

10

11

12

12

13

13

13

13

14

14

14

14

15

16

17

17

17

4,736

1,167

563

2,159

844

44

38

36

45

171

278

290

35

288

58

153

192

89

277

294

300

42

289

296

293

152

71

34

271

289

285

Qld

A

B

C

D

EmH

ProsH

MarH

DbH

RkH

CnH

CbH

BeaH

NmH

GyH

BnH

MkH

GlH

RdH

IpH

RlH

KingH

TTH

MMPH

RBWH

HBH

MIsaH

AttH

TwH

GCUH

LgnH

Percentage (%)

►M

ore

fav

ou

rab

le►

Yes No



Patients Responding



20

5.6 Reason didn't receive desired pain relief/comfort measures

Mothers who gave birth in hospital and did not get the pain relief or comfort measures they wanted were asked: Why [didn't you get the pain relief or comfort measures you wanted]?

53

46

61

58

52

52

46

55

42

69

67

61

51

53

27

70

54

39

50

6

6

5

7

14

8

7

4

7

6

12

15

5

8

5

11

16

22

9

13

17

13

12

16

35

6

8

17

26

8

19

12

11

33

6

10

6

11

12

14

10

14

6

15

18

9

5

10

11

10

17

7

15

5

8

4

7

9

5

7

8

9

10

12

10

6

11

19

12

9

6

10

6

17

20

10

13

10

558

148

71

239

100

29

26

45

22

33

45

20

33

26

36

34

38

34

36

Qld

A

B

C

D

CbH

CnH

GCUH

HBH

IpH

LgnH

MkH

MMPH

NmH

RBWH

RdH

RlH

TTH

TwH

Percentage (%)

Ho

sp

itals

ord

ere

d a

lph

ab

eti

cally

Too late / labour too far progressedNot clinically appropriate / not suitableDidn't arrive / Given too late / Insufficient / Wore offWasn't offered / Staff refusedNot available (specify type of pain relief desired)Other (specify)



Patients Responding


21

5.7 Confidence and trust in midwives

Mothers who gave birth in hospital were asked: Did you have confidence and trust in the midwives caring for you during your (labour and) birth?

86

86

86

85

87

97

94

94

92

91

90

89

91

87

87

87

86

87

85

86

85

86

85

85

85

84

84

81

80

81

81

11

11

11

12

11

6

6

8

8

7

10

5

13

11

11

12

10

13

10

11

9

13

11

12

12

13

16

16

13

13

4

4

4

4

4

4

4

6

6

4,925

1,206

588

2,250

878

36

37

45

46

307

40

305

47

300

285

305

298

161

311

299

35

89

281

289

303

177

76

157

303

198

60

Qld

A

B

C

D

BeaH

MarH

KingH

DbH

CbH

ProsH

MMPH

EmH

RBWH

RdH

IpH

TTH

BnH

RlH

LgnH

AttH

GlH

TwH

CnH

GCUH

RkH

MIsaH

HBH

NmH

MkH

GyH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



22

5.8 Confidence and trust in doctors

Mothers who gave birth in hospital were asked: Did you have confidence and trust in the doctors caring for you during your (labour and) birth?

85

86

87

83

87

100

100

90

88

89

88

91

88

88

88

87

85

87

86

83

85

86

85

85

81

79

80

80

80

79

74

12

11

10

13

10

10

10

8

9

10

9

9

10

14

9

12

17

13

9

11

10

15

17

15

13

14

16

22

4

6

4

5

4

5

5

4

5

6

6

5

4,061

979

491

1,884

705

29

22

40

250

27

265

35

259

254

240

232

63

65

261

30

246

139

256

42

239

234

230

47

168

150

122

Qld

A

B

C

D

BeaH

MarH

DbH

RdH

AttH

IpH

ProsH

LgnH

MMPH

GCUH

CnH

GlH

MIsaH

CbH

EmH

RBWH

BnH

RlH

KingH

TTH

NmH

TwH

GyH

MkH

RkH

HBH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



23

5.9 Birth companion involved as much as desired

Mothers who gave birth in hospital and had a birth companion were asked: [Was your partner/birth companion] able to be involved as much as you wanted?

90

89

89

90

92

98

98

98

96

97

93

93

92

92

92

91

91

90

91

92

91

90

89

89

89

88

87

82

87

86

78

8

8

7

8

6

4

7

7

6

7

6

7

6

8

6

4

6

8

9

8

7

9

10

18

8

9

15

4

4

5

5

7

4,785

1,174

569

2,176

863

36

47

36

46

33

174

276

275

301

70

309

87

294

297

60

155

294

269

288

298

295

153

40

294

186

44

Qld

A

B

C

D

MarH

EmH

BeaH

DbH

AttH

RkH

RdH

CnH

CbH

MIsaH

RlH

GlH

RBWH

MMPH

GyH

BnH

IpH

TwH

TTH

NmH

GCUH

HBH

ProsH

LgnH

MkH

KingH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



24

5.10 Left alone at a worrisome time

Mothers who gave birth in hospital were asked: Were you (and your partner or a companion) left alone by midwives or doctors at a time when it worried you?

90

89

88

90

91

100

100

98

97

95

93

93

92

92

92

91

91

91

90

90

89

89

88

87

87

86

86

86

85

85

85

10

11

12

10

9

5

7

7

8

8

8

9

9

9

10

10

11

11

12

13

13

14

14

14

15

15

15

4,920

1,207

583

2,252

875

36

45

40

37

88

303

306

306

178

157

162

283

303

295

311

300

35

283

47

76

60

45

304

301

288

197

Qld

A

B

C

D

BeaH

DbH

ProsH

MarH

GlH

RBWH

CbH

IpH

RkH

HBH

BnH

TwH

MMPH

LgnH

RlH

TTH

AttH

RdH

EmH

MIsaH

GyH

KingH

NmH

GCUH

CnH

MkH

Percentage (%)

►M

ore

fav

ou

rab

le►

No Yes



Patients Responding



25

5.11 Stage at which left alone (at worrisome time)

Mothers who gave birth in hospital and reported having been left alone by midwives or doctors at a time when it worried them, were asked: [Were you left alone] during labour or shortly after the birth? The following responses were received.

This graph shows the mothers who reported each stage at which they were left alone, as a percentage of mothers who gave birth in hospital and who reported having been left alone by midwives or doctors at a time when it worried them.

Since each mother was able to report more than one stage at which they were left alone, percentages may not add up to 100%.

Percentages in this graph are based on responses from 487 mothers for Queensland.

13

34

69

8

34

75

11

35

71

11

33

69

19

33

64

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100

During thebirth

Shortly afterthe birth

During labour

Percentage (%)


26

5.12 Understandable explanations from midwife or doctor

Mothers who gave birth in hospital were asked: Thinking about your care during your (labour and) birth, [how often] did a midwife or doctor caring for you explain things in a way you could understand?

72

72

72

71

72

84

84

82

83

74

77

74

73

72

70

79

73

73

76

71

73

71

71

71

68

67

70

66

61

60

59

22

22

20

22

20

16

12

13

10

22

19

21

21

22

24

13

20

21

17

24

17

22

21

20

24

25

20

26

31

31

28

5

4

5

5

6

4

5

5

4

4

6

5

6

4

5

5

9

4

6

5

6

5

8

5

4

5

10

4

4

4,918

1,208

585

2,247

875

37

36

46

40

302

286

306

306

303

35

47

297

304

196

161

89

309

281

288

177

299

45

301

76

157

59

Qld

A

B

C

D

MarH

BeaH

DbH

ProsH

RBWH

RdH

CbH

IpH

GCUH

AttH

EmH

LgnH

MMPH

MkH

BnH

GlH

RlH

TwH

CnH

RkH

TTH

KingH

NmH

MIsaH

HBH

GyH

Percentage (%)

►M

ore

fav

ou

rab

le►

All of the time Most of the time Some of the time Rarely Never



Patients Responding



27

5.13 Involved as much as desired in decisions about care and treatment during labour/birth

Mothers who gave birth in hospital were asked: Were you involved, as much as you wanted to be, in decisions about your care and treatment during your (labour and) birth?

81

80

80

80

83

94

89

87

84

84

84

85

85

82

84

83

82

80

81

82

79

81

81

78

79

78

78

75

78

77

77

16

16

16

16

15

6

11

13

16

16

15

12

13

16

12

13

15

19

15

14

19

14

14

20

16

18

18

23

16

19

18

4

4

4

4

4

4

4

5

4

5

6

4

5

4,884

1,195

584

2,227

875

36

36

47

88

35

310

305

40

46

45

160

176

277

302

286

300

298

300

282

299

298

297

76

196

154

60

Qld

A

B

C

D

MarH

BeaH

EmH

GlH

AttH

RlH

CbH

ProsH

DbH

KingH

BnH

RkH

TwH

IpH

CnH

RBWH

GCUH

MMPH

RdH

NmH

LgnH

TTH

MIsaH

MkH

HBH

GyH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



28

5.14 Felt listened to and supported by midwives

Mothers who gave birth in hospital were asked: Did you feel you were listened to and supported by your midwives?

82

82

83

81

82

93

90

91

89

86

87

86

84

85

83

83

83

82

83

82

82

82

83

77

80

79

80

79

80

76

70

14

14

13

15

14

5

10

7

8

12

11

13

15

12

15

13

12

15

13

15

13

14

11

21

16

16

15

16

13

20

24

4

4

4

4

4

4

4

4

5

4

6

4

4

5

5

7

5

5

4,930

1,209

587

2,253

878

40

36

37

46

47

307

45

302

288

286

304

89

306

299

35

177

300

161

76

282

311

303

304

198

156

60

Qld

A

B

C

D

ProsH

BeaH

MarH

DbH

EmH

CbH

KingH

RBWH

CnH

RdH

MMPH

GlH

IpH

LgnH

AttH

RkH

TTH

BnH

MIsaH

TwH

RlH

GCUH

NmH

MkH

HBH

GyH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



29

5.15 Felt listened to and supported by doctors

Mothers who gave birth in hospital and saw a doctor were asked: Did you feel you were listened to and supported by your doctors?

79

81

81

78

80

91

89

84

86

84

84

82

82

83

80

82

82

82

80

80

80

79

78

76

77

76

71

72

73

71

70

17

16

16

18

17

9

8

15

10

13

12

17

16

14

19

15

14

15

16

16

16

17

19

21

19

17

25

23

20

24

24

4

4

4

4

4

4

4

4

4

4

7

4

5

7

5

7

3,971

939

485

1,851

694

35

22

255

138

26

233

228

39

242

238

29

246

63

257

42

251

29

263

65

227

167

46

224

226

120

146

Qld

A

B

C

D

ProsH

MarH

CbH

BnH

AttH

GCUH

CnH

DbH

MMPH

RBWH

BeaH

RdH

GlH

LgnH

KingH

RlH

EmH

IpH

MIsaH

TwH

MkH

GyH

NmH

TTH

HBH

RkH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



30

6 Labour and birth - Transfer of care

Mothers whose (labour or) birth care was referred from one type of care to another were asked the following questions:

1. Were you included in the process of making the decision about the referral of your (labour or) birth care?

2. As far as you know, was the communication between the midwives, doctors and others involved in your (labour or) birth care at the time of transfer accurate and effective?

31

6.1 Included in decision process for referral of labour/birth care

Mothers whose (labour or) birth care was referred from one type of care to another were asked: Were you included in the process of making the decision about the referral of your (labour or) birth care?

63

65

67

60

62

70

71

65

59

68

65

67

64

57

62

58

51

57

45

23

20

20

25

27

19

16

25

36

16

21

16

17

30

19

24

33

21

35

15

16

13

15

11

11

14

11

5

16

14

17

19

13

19

19

16

22

20

643

198

72

295

75

33

34

42

52

52

39

64

40

35

52

38

27

28

20

Qld

A

B

C

D

CnH

RdH

GCUH

TwH

CbH

LgnH

RBWH

MMPH

IpH

TTH

NmH

RlH

MkH

RkH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding


32

6.2 Effectiveness of communication between care providers around referral of labour/birth care

Mothers whose (labour or) birth care was referred from one type of care to another were asked: As far as you know, was the communication between the midwives, doctors and others involved in your (labour or) birth care at the time of transfer accurate and effective?

75

74

78

74

76

89

78

78

80

79

76

79

79

74

66

74

67

67

63

22

23

19

21

19

11

22

22

16

18

21

15

15

20

34

17

31

28

28

4

6

4

4

6

6

6

8

4

9

635

194

72

293

73

51

40

39

20

32

64

33

38

50

53

30

40

35

25

Qld

A

B

C

D

CbH

GCUH

LgnH

RkH

RdH

RBWH

CnH

NmH

TTH

TwH

MkH

MMPH

IpH

RlH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding


33

7 After the birth

Mothers who gave birth in hospital were asked the following questions:

1. Did you have an opportunity to discuss what happened during your (labour,) birth and immediately afterwards with a care provider?

2. Why [didn't you have an opportunity to discuss what happened during your (labour,) birth and immediately afterwards with a care provider]?

34

7.1 Opportunity to discuss labour, birth with care provider

Mothers who gave birth in hospital were asked: Did you have an opportunity to discuss what happened during your (labour,) birth and immediately afterwards with a care provider?

58

60

58

56

62

81

77

74

66

68

64

62

63

58

59

61

61

60

60

58

58

59

56

55

55

55

57

53

48

50

48

22

23

20

23

22

19

16

20

24

19

21

24

21

27

25

20

20

20

21

21

22

21

25

26

27

25

19

26

29

24

24

19

18

22

20

16

7

6

10

13

16

15

16

15

16

19

19

20

20

20

20

21

18

18

18

20

24

21

23

27

28

4,885

1,194

582

2,227

873

36

36

46

40

47

302

35

160

89

295

195

283

284

301

308

44

304

175

296

282

304

298

75

153

296

60

Qld

A

B

C

D

MarH

BeaH

DbH

ProsH

EmH

MMPH

AttH

BnH

GlH

TTH

MkH

TwH

CnH

GCUH

RlH

KingH

IpH

RkH

RBWH

RdH

CbH

LgnH

MIsaH

HBH

NmH

GyH

Percentage (%)

►M

ore

fav

ou

rab

le►

Yes, completely Yes, to some extent No



Patients Responding



35

7.2 Reason didn't have opportunity to discuss labour, birth with care provider

Mothers who gave birth in hospital and who did not have an opportunity for a discussion with a care provider were asked: Why [didn't you have an opportunity to discuss what happened during your (labour,) birth and immediately afterwards with a care provider]?

79

76

79

80

82

65

82

75

78

85

72

82

86

68

81

78

77

83

78

77

88

8

9

5

8

9

17

4

8

14

8

6

14

7

6

9

8

13

8

8

5

8

5

6

7

4

6

6

4

4

6

11

5

8

4

4

4

4

9

5

6

4

6

4

4

4

903

203

127

437

136

25

59

58

56

34

62

69

34

48

75

53

51

31

60

46

51

Qld

A

B

C

D

BnH

CbH

CnH

GCUH

HBH

IpH

LgnH

MkH

MMPH

NmH

RBWH

RdH

RkH

RlH

TTH

TwH

Percentage (%)

Ho

sp

itals

ord

ere

d a

lph

ab

eti

cally

I was not offered an opportunity to discuss this with anyone

Not necessary / Didn’t want to

Emergency with mother / baby

I did not feel comfortable discussing this with the person who approached me / anystaffToo tired / sedated / distressed

Staffing issues

It happened later

Other (specify)



Patients Responding


36

8 Care in hospital after the birth

Mothers who received care in hospital after giving birth were asked the following questions:

1. Overall, how would you rate the care you received in hospital after your birth?

2. Did you feel your midwives were supportive of your choice of feeding method?

3. Did you have adequate support to feel confident with feeding your baby?

4. Were your midwives sensitive to your cultural needs and those of your family?

5. Were you involved, as much as you wanted to be, in decisions about your care and treatment in hospital after the birth?

6. Do you think the hospital staff did everything they could to help manage your pain?

37

8.1 Overall satisfaction with postnatal care in hospital

Mothers who received care in hospital after giving birth were asked: Overall, how would you rate the care you received in hospital after your birth?

55

55

52

53

67

93

83

86

72

74

63

71

63

60

59

61

57

54

56

54

53

55

51

52

52

51

48

47

49

50

49

28

27

30

30

21

7

15

8

28

12

29

19

23

28

28

22

28

30

27

28

30

25

31

31

28

30

34

33

29

28

24

12

13

13

12

9

5

11

6

4

11

8

9

11

12

12

12

13

13

12

13

10

14

14

9

14

16

13

20

4

4

5

7

4

7

6

5

5

4

6

5

5

4,968

1,212

588

2,254

878

36

37

46

40

35

162

47

311

45

60

303

156

305

286

306

289

76

178

198

304

299

282

306

303

301

89

Qld

A

B

C

D

BeaH

MarH

DbH

ProsH

AttH

BnH

EmH

RlH

KingH

GyH

GCUH

HBH

MMPH

RdH

CbH

CnH

MIsaH

RkH

MkH

NmH

LgnH

TwH

IpH

RBWH

TTH

GlH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



38

8.2 Felt midwives supportive of choice of feeding method

Mothers who received care in hospital after giving birth were asked: Did you feel your midwives were supportive of your choice of feeding method?

79

77

77

79

84

92

92

92

89

88

86

84

82

82

82

80

81

82

81

80

79

78

77

77

79

74

74

75

74

68

69

16

18

18

15

13

8

7

9

9

8

13

15

13

13

16

13

13

13

15

17

18

19

19

12

21

19

17

15

27

21

5

4

6

6

4

6

5

5

4

5

5

6

5

4

4

4

4

9

5

7

8

11

5

10

4,951

1,206

584

2,250

875

40

47

36

37

89

162

286

309

46

299

285

303

197

157

45

303

305

306

301

35

303

299

177

281

60

76

Qld

A

B

C

D

ProsH

EmH

BeaH

MarH

GlH

BnH

RdH

RlH

DbH

TTH

CnH

NmH

MkH

HBH

KingH

MMPH

CbH

IpH

RBWH

AttH

GCUH

LgnH

RkH

TwH

GyH

MIsaH

Percentage (%)

►M

ore

fav

ou

rab

le►

Yes, always Yes, sometimes No



Patients Responding



39

8.3 Support to feel confident with feeding baby

Mothers who received care in hospital after giving birth were asked: Did you have adequate support to feel confident with feeding your baby?

72

70

73

72

78

93

89

85

85

83

81

84

75

73

77

76

75

74

77

76

73

72

72

70

69

71

70

66

68

68

64

21

22

20

21

18

5

11

15

15

15

16

8

21

23

16

17

20

20

14

14

20

21

20

24

25

20

22

28

23

22

28

7

8

7

7

4

8

5

4

7

7

6

6

9

9

7

7

8

6

6

9

8

5

9

10

8

4,952

1,210

587

2,245

874

37

36

45

39

47

162

46

89

309

196

59

177

288

301

35

304

304

299

156

305

285

305

76

302

280

302

Qld

A

B

C

D

MarH

BeaH

KingH

ProsH

EmH

BnH

DbH

GlH

RlH

MkH

GyH

RkH

CnH

TTH

AttH

NmH

IpH

LgnH

HBH

CbH

RdH

MMPH

MIsaH

GCUH

TwH

RBWH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



40

8.4 Midwives' sensitivity to cultural needs

Mothers who received care in hospital after giving birth were asked: Were your midwives sensitive to your cultural needs and those of your family?

87

86

87

88

89

100

94

94

92

92

94

92

91

92

90

90

89

87

90

88

87

86

87

87

86

85

82

76

78

66

11

12

10

10

9

6

6

8

8

4

8

7

5

10

10

9

13

7

10

10

13

11

10

11

12

14

24

19

27

4

7

2,797

701

377

1,224

473

23

102

21

28

20

51

181

148

111

44

159

147

27

168

178

85

165

182

148

199

82

195

27

176

24

Qld

A

B

C

D

ProsH

RkH

MarH

DbH

BeaH

GlH

CbH

RdH

MkH

MIsaH

RBWH

NmH

EmH

RlH

CnH

HBH

GCUH

TTH

TwH

LgnH

BnH

MMPH

GyH

IpH

KingH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding


41

8.5 Involved as much as desired in decisions about postnatal care

Mothers who received care in hospital after giving birth were asked: Were you involved, as much as you wanted to be, in decisions about your care and treatment in hospital after the birth?

78

77

77

79

83

92

92

87

85

83

86

83

83

81

79

80

79

78

78

77

79

78

82

77

75

78

76

79

75

75

71

18

19

18

17

15

6

6

13

15

17

10

14

14

16

18

17

17

18

18

20

16

18

11

19

24

16

20

15

19

20

24

4

4

5

4

4

4

5

4

8

6

4

7

5

5

4

4,872

1,186

573

2,213

864

37

46

36

40

45

45

283

160

303

299

87

282

297

298

151

76

299

35

294

60

300

176

195

291

278

293

Qld

A

B

C

D

MarH

DbH

BeaH

ProsH

EmH

KingH

RdH

BnH

RlH

GCUH

GlH

CnH

CbH

IpH

HBH

MIsaH

NmH

AttH

RBWH

GyH

MMPH

RkH

MkH

LgnH

TwH

TTH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



42

8.6 Everything possible done to help manage pain

Mothers who received care in hospital after giving birth and were ever in any pain while in hospital after the birth were asked: Do you think the hospital staff did everything they could to help manage your pain?

78

77

79

77

81

94

87

88

82

83

81

81

81

80

80

79

76

79

74

77

77

73

73

75

74

71

69

73

71

16

16

15

16

14

6

10

6

13

12

15

13

14

16

16

15

20

14

22

16

16

21

20

15

18

21

25

13

17

6

7

5

7

5

7

4

5

4

5

5

4

5

6

4

7

4

7

7

7

7

10

9

8

7

14

11

2,804

700

316

1,292

482

22

27

103

176

181

187

20

181

146

20

170

25

179

152

114

102

58

180

154

167

102

37

38

158

Qld

A

B

C

D

BeaH

KingH

BnH

CbH

RdH

MMPH

AttH

RlH

CnH

MarH

LgnH

DbH

GCUH

TwH

MkH

RkH

GlH

RBWH

TTH

NmH

HBH

MIsaH

GyH

IpH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding


43

9 Food


1. Did you have any concerns about the food during your stay?

2. What was it about the food that concerned you?

44

9.1 Whether had concerns about food

Mothers who received care in hospital after giving birth were asked: Did you have any concerns about the food during your stay?

83

84

82

83

85

92

89

89

88

88

87

87

86

86

85

85

84

84

84

83

82

82

82

81

81

80

79

78

76

75

74

17

16

18

17

15

8

11

11

12

12

13

13

14

14

15

15

16

16

16

17

18

18

18

19

19

20

21

22

24

25

26

4,864

1,180

583

2,202

866

36

40

46

281

75

298

173

59

194

88

301

273

281

299

305

296

304

301

35

37

160

151

293

46

45

285

Qld

A

B

C

D

BeaH

ProsH

EmH

TTH

MIsaH

LgnH

RkH

GyH

MkH

GlH

CbH

TwH

RdH

RBWH

RlH

GCUH

MMPH

NmH

AttH

MarH

BnH

HBH

IpH

DbH

KingH

CnH

Percentage (%)

►M

ore

fav

ou

rab

le►

No Yes



Patients Responding



45

9.2 Nature of concern about food

Mothers who received care in hospital after giving birth and had concerns about the food were asked: What was it about the food that concerned you? The following responses were received.

This graph shows the mothers who gave each reason for concern about food, as a percentage of mothers who received care in hospital after giving birth and had concerns about the food.

Since each mother was able to give more than one reason for concern about food, percentages may not add up to 100%.


5

5

5

7

7

10

10

18

22

51

3

3

3

10

5

14

9

14

17

63

5

7

5

6

8

9

10

21

23

48

3

3

2

6

13

10

5

14

18

59

5

3

9

8

5

9

12

18

24

47

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100

Not appropriatefor motherswho've just

given birth / are breastfeeding

Not given enoughtime / Didn't

allow for absences

Timeliness

Temperature

Limited choice/ Lack of variety

Not nutritious/ healthy /

fresh / Poorquality

Problems withorder / Didn't

arrive

Quantity

Didn’t meetdietary requirements

Unappetising

Percentage (%)


46

10 Environment

Mothers who received care in hospital after giving birth were asked:

1. How clean were the toilets and bathrooms you used while in hospital?

47

10.1 Cleanliness of toilets and bathrooms

Mothers who received care in hospital after giving birth were asked: How clean were the toilets and bathrooms you used while in hospital?

78

86

72

74

80

94

95

92

89

85

89

83

90

84

80

85

82

82

76

76

75

76

76

71

75

69

69

65

65

57

55

18

12

23

22

18

6

4

8

9

15

9

17

6

15

20

12

17

16

22

20

22

20

20

26

21

27

26

31

28

36

38

4

4

4

4

4

4

5

6

5

5

4,957

1,209

587

2,250

875

36

302

39

162

47

156

37

46

310

60

304

289

301

178

302

286

306

305

35

281

44

197

89

298

303

76

Qld

A

B

C

D

BeaH

GCUH

ProsH

BnH

EmH

HBH

MarH

DbH

RlH

GyH

MMPH

CnH

TTH

RkH

RBWH

RdH

IpH

CbH

AttH

TwH

KingH

MkH

GlH

LgnH

NmH

MIsaH

Percentage (%)

►M

ore

fav

ou

rab

le►

Very clean Fairly clean Not very clean Not at all clean



Patients Responding



48

11 Leaving hospital


1. Before leaving the hospital, were you and your family given enough information about any emotional changes you might experience after the birth?

2. Were you given information or offered advice from a health professional about contraception?

3. Were you given a contact number of a health care professional you could contact if you were worried?

4. Thinking about when you left hospital, were you given enough information about how to manage your care at home?

5. Were you given enough information about how to manage your baby’s care at home?

49

11.1 Information about emotional changes

Mothers who received care in hospital after giving birth were asked: Before leaving the hospital, were you and your family given enough information about any emotional changes you might experience after the birth?

72

70

77

71

74

90

75

80

81

77

78

79

75

75

76

75

74

75

74

76

75

73

69

69

69

72

69

67

67

67

65

16

17

13

17

17

10

25

12

10

17

15

12

17

17

14

14

17

14

14

11

13

15

22

21

21

14

18

23

20

15

19

11

12

10

12

9

8

9

5

7

9

8

8

10

10

9

12

12

14

13

12

9

10

10

14

13

11

13

17

16

4,932

1,201

584

2,237

874

36

47

35

46

37

40

297

299

89

45

287

283

162

305

60

304

281

155

75

302

299

197

297

307

301

178

Qld

A

B

C

D

BeaH

EmH

AttH

DbH

MarH

ProsH

LgnH

RBWH

GlH

KingH

CnH

RdH

BnH

CbH

GyH

IpH

TwH

HBH

MIsaH

GCUH

TTH

MkH

NmH

RlH

MMPH

RkH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



50

11.2 Information about contraception

Mothers who received care in hospital after giving birth were asked: Were you given information or offered advice from a health professional about contraception?

81

73

90

86

80

98

97

97

95

95

93

93

92

92

91

91

91

90

90

89

85

83

81

80

78

78

73

68

65

64

64

19

27

10

14

20

5

5

7

7

8

8

9

9

9

10

10

11

15

17

19

20

22

22

27

32

35

36

36

4,789

1,163

575

2,176

843

46

197

35

40

73

35

153

35

281

296

295

278

42

157

294

300

272

286

87

56

47

290

161

290

294

287

Qld

A

B

C

D

DbH

MkH

AttH

ProsH

MIsaH

MarH

HBH

BeaH

CnH

TTH

CbH

RdH

KingH

BnH

LgnH

IpH

TwH

RBWH

GlH

GyH

EmH

NmH

RkH

RlH

MMPH

GCUH

Percentage (%)

►M

ore

fav

ou

rab

le►

Yes No



Patients Responding



51

11.3 Advised who to contact if concerned

Mothers who received care in hospital after giving birth were asked: Were you given a contact number of a health care professional you could contact if you were worried?

88

88

87

88

90

94

93

93

92

91

91

90

90

90

90

90

89

89

89

89

89

89

88

88

88

87

86

86

86

82

82

12

12

13

12

10

6

7

7

8

9

9

10

10

10

10

10

11

11

11

11

11

11

12

12

12

13

14

14

14

18

18

4,848

1,178

573

2,200

862

46

45

36

158

304

34

45

56

296

40

293

174

297

299

37

277

192

294

278

299

300

88

279

289

152

74

(123)

(34)

(15)

(57)

(16)

(1)

(1)

(0)

(4)

(7)

(1)

(0)

(4)

(8)

(0)

(10)

(4)

(4)

(8)

(0)

(6)

(6)

(5)

(8)

(4)

(6)

(1)

(10)

(16)

(5)

(2)

Qld

A

B

C

D

EmH

DbH

BeaH

BnH

RlH

AttH

KingH

GyH

NmH

ProsH

RBWH

RkH

TTH

CbH

MarH

TwH

MkH

LgnH

RdH

GCUH

IpH

GlH

CnH

MMPH

HBH

MIsaH

Percentage (%)

►M

ore

fav

ou

rab

le►

Yes No



Patients Responding

(Don't know)



52

11.4 Given enough information about how to manage own care at home

Mothers who received care in hospital after giving birth were asked: Thinking about when you left hospital, were you given enough information about how to manage your care at home?

76

72

78

77

79

86

86

85

84

80

82

81

81

78

80

80

78

78

76

73

78

75

76

73

74

75

72

66

68

67

62

19

22

16

18

17

14

14

15

16

19

13

15

14

20

14

14

18

16

19

24

14

20

18

21

20

17

21

31

25

25

28

6

6

6

5

4

5

4

5

6

6

5

5

5

8

5

6

6

7

8

6

7

8

10

4,230

1,066

511

1,897

729

39

30

31

31

241

37

142

260

48

250

169

253

77

269

39

240

270

261

247

268

148

267

131

261

24

66

(12)

(1)

(2)

(6)

(3)

(0)

(0)

(0)

(0)

(0)

(0)

(2)

(0)

(0)

(2)

(1)

(1)

(1)

(2)

(0)

(0)

(1)

(0)

(1)

(0)

(1)

(0)

(0)

(0)

(0)

(0)

Qld

A

B

C

D

DbH

AttH

BeaH

ProsH

RdH

KingH

BnH

CbH

GyH

CnH

MkH

IpH

GlH

RlH

EmH

TwH

RBWH

LgnH

NmH

TTH

RkH

MMPH

HBH

GCUH

MarH

MIsaH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding

(Don't know)



53

11.5 Given enough information about how to manage baby's care at home

Mothers who received care in hospital after giving birth were asked: Were you given enough information about how to manage your baby’s care at home?

79

75

80

80

82

95

87

89

89

86

86

86

80

81

82

80

80

80

79

80

78

79

79

76

75

73

72

76

74

73

72

17

19

15

16

15

13

8

9

14

14

11

19

16

13

16

16

15

17

15

18

16

15

19

19

24

24

15

19

18

22

5

6

5

4

5

4

4

4

4

5

4

5

6

6

5

4

9

7

8

7

4,170

1,043

504

1,882

715

39

29

144

35

37

48

164

231

252

151

255

24

259

79

245

253

257

241

265

249

131

262

25

259

40

64

(1)

(1)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(1)

(0)

(0)

(0)

(0)

Qld

A

B

C

D

DbH

BeaH

BnH

ProsH

KingH

GyH

MkH

RdH

CbH

RkH

IpH

AttH

LgnH

GlH

CnH

RlH

TTH

TwH

MMPH

NmH

HBH

RBWH

MarH

GCUH

EmH

MIsaH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding

(Don't know)



54

12 Overall hospital stay

Mothers who received any care in hospital were asked the following questions:

1. Did you feel you were treated with respect and dignity while you were in hospital?

2. Were you treated with kindness and understanding?

3. If you needed assistance, [how often] were you able to get a member of staff to help you within a reasonable timeframe?

4. How would you rate how well the doctors and midwives worked together?

55

12.1 Treated with respect and dignity

Mothers who received any care in hospital were asked: Did you feel you were treated with respect and dignity while you were in hospital?

80

79

80

80

85

100

97

92

90

85

88

83

83

83

83

83

81

81

82

80

81

81

78

78

77

79

76

76

78

76

74

18

19

18

18

13

8

10

15

9

16

15

15

14

15

17

17

14

19

17

15

20

20

22

18

22

22

18

20

22

4

4

4

4

4,971

1,212

588

2,257

878

36

37

40

47

46

35

289

286

307

311

89

305

76

162

303

304

178

299

283

303

157

306

60

198

301

45

Qld

A

B

C

D

BeaH

MarH

ProsH

EmH

DbH

AttH

CnH

RdH

CbH

RlH

GlH

MMPH

MIsaH

BnH

GCUH

NmH

RkH

LgnH

TwH

RBWH

HBH

IpH

GyH

MkH

TTH

KingH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



56

12.2 Treated with kindness and understanding

Mothers who received any care in hospital were asked: Were you treated with kindness and understanding?

76

73

76

77

83

100

100

90

84

84

83

83

83

81

79

78

79

78

76

77

77

75

77

74

74

74

74

74

73

72

70

22

25

23

21

17

10

16

16

17

15

14

18

21

22

19

21

23

20

20

24

20

25

25

25

24

25

25

26

30

4,971

1,212

588

2,257

878

36

37

40

89

47

46

307

35

311

289

76

178

286

157

162

306

303

198

283

304

305

45

299

301

303

60

Qld

A

B

C

D

BeaH

MarH

ProsH

GlH

EmH

DbH

CbH

AttH

RlH

CnH

MIsaH

RkH

RdH

HBH

BnH

IpH

RBWH

MkH

TwH

NmH

MMPH

KingH

LgnH

TTH

GCUH

GyH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



57

12.3 Assistance from staff when needed

Mothers who received any care in hospital were asked: If you needed assistance, [how often] were you able to get a member of staff to help you within a reasonable timeframe?

50

47

45

52

58

86

66

68

66

61

61

61

57

55

54

58

56

59

52

53

49

49

43

49

44

45

45

45

45

42

45

34

35

36

34

30

9

32

27

31

30

27

26

32

31

32

32

32

25

35

30

39

36

44

35

47

38

37

35

34

37

34

12

15

14

11

9

5

5

10

10

9

14

13

5

6

11

9

14

8

13

14

12

15

14

14

17

17

15

5

5

4

4

5

4

4,721

1,168

559

2,116

844

34

40

44

34

153

299

70

270

58

290

34

184

84

143

169

291

297

42

263

46

294

285

274

276

296

288

Qld

A

B

C

D

BeaH

ProsH

DbH

MarH

BnH

RlH

MIsaH

RdH

GyH

GCUH

AttH

MkH

GlH

HBH

RkH

NmH

CbH

KingH

TwH

EmH

MMPH

LgnH

CnH

IpH

RBWH

TTH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



58

12.4 How well doctors and midwives worked together

Mothers who received any care in hospital were asked: How would you rate how well the doctors and midwives worked together?

43

42

43

43

47

71

65

71

47

54

47

39

45

43

45

44

41

48

49

48

42

43

44

41

46

39

42

36

38

39

40

30

30

34

30

30

26

23

15

39

28

32

45

30

35

30

32

33

27

26

25

32

29

29

32

25

35

29

37

33

25

22

18

19

17

19

15

7

13

13

16

15

21

16

16

16

22

15

10

17

17

19

18

19

20

18

18

19

20

23

26

5

6

4

5

5

5

11

4

6

6

5

6

14

5

6

4

4

4

5

8

5

7

8

8

5

4

5

4

5

4

8

4

5

4

4,686

1,111

567

2,138

837

36

40

45

35

44

161

43

277

278

282

290

73

263

85

58

289

186

289

279

35

291

277

144

290

273

165

Qld

A

B

C

D

BeaH

ProsH

DbH

MarH

EmH

BnH

KingH

RdH

CnH

MMPH

CbH

MIsaH

TwH

GlH

GyH

LgnH

MkH

NmH

GCUH

AttH

RlH

RBWH

HBH

IpH

TTH

RkH

Percentage (%)

►M

ore

fav

ou

rab

le►

Excellent Very good Good Fair Poor



Patients Responding



59

13 Postnatal care - Transfer of care

Mothers whose postnatal care was referred from one type of care to another were asked the following questions:

1. Were you included in the process of making the decision about the referral of your postnatal care?

2. As far as you know, was the communication between the midwives, doctors and others involved in your postnatal care at the time of transfer accurate and effective?

60

13.1 Included in decision process for referral of postnatal care

Mothers whose postnatal care was referred from one type of care to another were asked: Were you included in the process of making the decision about the referral of your postnatal care?

72

74

69

72

70

85

83

80

76

73

74

74

73

72

70

74

66

66

67

54

17

15

17

18

16

15

14

16

20

20

18

14

14

17

20

8

22

19

11

16

11

11

14

9

14

4

4

7

9

12

12

11

11

17

13

15

23

30

679

192

79

298

106

20

35

50

47

30

20

57

40

52

54

36

36

39

45

25

Qld

A

B

C

D

RkH

NmH

CbH

TTH

RdH

BnH

GCUH

CnH

RBWH

TwH

MMPH

IpH

LgnH

RlH

MkH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding


61

13.2 Effectiveness of communication between care providers around referral of postnatal care

Mothers whose postnatal care was referred from one type of care to another were asked: As far as you know, was the communication between the midwives, doctors and others involved in your postnatal care at the time of transfer accurate and effective?

71

68

71

73

72

86

80

81

72

70

72

69

74

68

68

67

64

65

68

62

21

23

22

20

16

8

16

12

22

25

19

26

12

22

22

22

29

26

18

28

8

9

7

7

13

6

7

6

5

8

5

14

9

9

10

7

9

14

10

677

190

79

298

106

50

34

40

30

20

47

54

45

35

53

36

39

55

21

25

Qld

A

B

C

D

CbH

NmH

CnH

RdH

RkH

TTH

TwH

RlH

MMPH

RBWH

IpH

LgnH

GCUH

BnH

MkH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding


62

14 Care at home after the birth

All mothers were asked the following questions:

1. Were you offered any maternity care at home?

2. Why [didn't you receive any maternity care at home]?

3. Thinking about the amount of maternity care you received at home, would you say you had too much, the right amount, not enough, or is it still ongoing?

4. Overall, how would you rate the care you received at home after the birth?

5. How could your [maternity] care at home have been improved?

63

14.1 Offered any maternity care at home

All mothers were asked: Were you offered any maternity care at home?

93

93

93

95

89

99

99

99

98

97

97

96

96

95

95

94

94

94

93

92

91

91

91

90

90

89

88

88

87

86

79

7

7

7

5

11

4

4

5

5

6

6

6

7

8

9

9

9

10

10

11

12

12

13

14

21

4,973

1,211

587

2,257

876

307

89

286

45

304

157

300

36

303

306

178

303

298

289

40

198

60

76

283

162

310

45

305

35

37

47

(4)

(1)

(1)

(0)

(2)

(0)

(0)

(0)

(0)

(0)

(0)

(1)

(0)

(0)

(0)

(0)

(0)

(1)

(0)

(0)

(0)

(0)

(0)

(0)

(0)

(1)

(1)

(0)

(0)

(0)

(0)

Qld

A

B

C

D

CbH

GlH

RdH

KingH

NmH

HBH

TTH

BeaH

RBWH

IpH

RkH

GCUH

LgnH

CnH

ProsH

MkH

GyH

MIsaH

TwH

BnH

RlH

DbH

MMPH

AttH

MarH

EmH

Percentage (%)

►M

ore

fav

ou

rab

le►

Yes No



Patients Responding

(Don't know)



64

14.2 Why didn't receive any maternity care at home

Mothers who did not receive maternity care at home were asked: Why [didn't you receive any maternity care at home]?

68

55

57

75

77

88

87

82

74

55

41

57

11

19

14

7

5

8

8

22

34

13

7

7

5

6

8

5

13

9

5

8

12

13

13

20

13

11

4

8

10

16

14

17

389

88

38

121

138

23

23

20

36

23

29

23

(190)

(38)

(18)

(66)

(68)

(13)

(1)

(7)

(26)

(5)

(19)

(4)

Qld

A

B

C

D

BnH

GyH

IpH

RlH

LgnH

MMPH

RBWH

Percentage (%)

►M

ore

fav

ou

rab

le►

I decided not to

Other

They weren’t available at convenient times

They didn’t arrive

No appointment offered / made



Patients Responding

Live too far away


65

14.3 Amount of maternity care received at home

Mothers who received maternity care at home were asked: Thinking about the amount of maternity care you received at home, would you say you had too much, the right amount, not enough, or is it still ongoing?

86

85

84

87

87

100

93

94

94

92

94

92

90

89

89

87

86

87

87

87

86

86

84

84

84

84

84

82

80

81

71

7

5

5

4

5

5

11

12

14

10

10

4

5

7

8

8

9

8

10

11

11

12

11

11

11

14

14

14

16

15

15

18

29

4,198

1,043

515

1,957

646

25

39

32

27

35

118

231

152

268

167

263

251

35

78

271

251

261

281

263

238

32

268

264

63

143

26

Qld

A

B

C

D

BeaH

KingH

EmH

MarH

ProsH

BnH

TwH

RkH

IpH

MkH

TTH

MMPH

DbH

GlH

RdH

CnH

RBWH

CbH

NmH

RlH

GyH

GCUH

LgnH

MIsaH

HBH

AttH

Percentage (%)

►M

ore

fav

ou

rab

le►

The right amount Too much Not enough



Patients Responding



66

14.4 Overall satisfaction with maternity care at home after the birth

Mothers who received maternity care at home were asked: Overall, how would you rate the care you received at home after the birth?

75

74

71

76

71

85

84

84

82

82

81

81

79

75

80

75

74

80

78

78

75

74

70

70

74

73

68

68

67

68

49

20

19

22

18

22

14

14

11

12

11

15

14

17

23

15

23

23

12

17

15

18

19

25

25

19

19

26

22

26

25

40

5

5

4

4

5

5

5

7

4

8

4

5

7

6

4

6

4

10

5

4

11

4,352

1,070

531

2,048

666

124

39

26

274

32

161

250

279

81

34

28

35

35

170

294

283

275

251

274

270

270

261

67

248

146

26

Qld

A

B

C

D

BnH

KingH

BeaH

TTH

EmH

RkH

TwH

RdH

GlH

GyH

MarH

ProsH

DbH

MkH

CbH

NmH

GCUH

MMPH

IpH

LgnH

RBWH

CnH

MIsaH

RlH

HBH

AttH

Percentage (%)

►M

ore

fav

ou

rab

le►




Patients Responding



67

14.5 How maternity care at home after the birth could be improved

Mothers who rated the maternity care they received at home as adequate, poor or very poor were asked: How could your [maternity] care at home have been improved? The following responses were received.

This graph shows the mothers who reported each improvement, as a percentage of mothers who rated the maternity care they received at home as adequate, poor or very poor and suggested a way to improve it.

Since each mother was able to suggest more than one improvement, percentages may not add up to 100%.

Results for this question reflect mothers’ experiences of care received from the hospital, or health service providers not related to the hospital.


2

6

14

16

18

21

25

52

3

0

17

26

19

5

15

59

3

5

12

16

15

23

27

52

0

8

22

16

20

21

22

54

2

8

11

13

20

25

27

49

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100

Don't missscheduled visits

Visits at amore convenient

time

Longer / Morethorough visits

Better spreadof visits

Better trained/ More knowledgable

midwives

Have the samemidwife each

time

More polite/ empathetic

midwives

More visits

Percentage (%)


68

Appendix A: General information

A.1 Survey objectives

The objectives of the Maternity Patient Experience Survey were to provide:

results of patient experience and patient satisfaction at a statewide and health facility level

patient experience and satisfaction results across components of care

facilities with data that can be used to measure and improve the delivery of health services.

A.2 Methodology

This section provides summary details of survey methodology, operational outcomes, and derivation of estimates. A more detailed description is available in the Survey Review.

A.2.1 Questionnaire design

The survey instrument was developed by Queensland Health during a series of Working Group meetings with technical advice offered by specialists in QGSO to meet the specific objectives of the survey and mode of administration.

Questions were based on the Women's Experience of Maternity Care 2013 Question Bank (© Care Quality Commission), with some questions added, modified or removed. For a copy of the questionnaire please refer to Appendix G.

A.2.2 Scope

The in-scope population for the survey included mothers who:

were inpatients of one of the facilities listed in Appendix B to give birth or to receive care after giving birth

were discharged from hospital between September and November 2014

are residents of Australia.

Mothers were excluded if they:

were deceased, or their baby was stillborn or deceased

requested an interpreter

were transferred to, or are a usual resident of, a correctional facility or other institution

were under 16 years of age

had been selected in a previous round of sampling

had insufficient contact information

refused consent to be contacted to give feedback.

69

A.2.3 Sampling

The total sample size for each facility was calculated to provide a 95% confidence interval achieving a margin of error up to six percentage points either side of a point prevalence estimate of 60%.

The survey frame was provided by Queensland Health and consisted of a list of eligible mothers who gave birth in one of the 39 in-scope facilities, or attended these facilities after giving birth outside hospital, between September and November 2014. Frame information was provided monthly to QGSO as it became available to Queensland Health.

For health facilities where the expected number of in-scope mothers was fewer than the number of mothers needed to achieve the required level of precision or where the number of mothers was only marginally higher, a census was attempted of all in-scope mothers. With this sample design, the probability of selecting mothers varied across facility. For example, mothers in smaller facilities had a higher probability of being selected than mothers from larger facilities. Statistical methods used to analyse the survey data account for these different selection probabilities.

A total of 7,960 mothers was selected to participate in the survey across the interviewing period.

A.2.4 Peer groups

The survey included 39 facilities, with interviews achieved for 38 of these.

The facilities were classified by Queensland Health into five mutually exclusive facility peer groups3:

Peer group A (4)

Peer group B (2)

Peer group C (10)

Peer group D (21)

Peer group E (2).

Note that no results for facilities in peer group E are shown in the graphs as one facility received no interviews and the other received fewer than 30 interviews (see section A.3.1).

For a list of facilities in each peer group please refer to Appendix B.

A.2.5 Pre-approach letter and data collection

A pre-approach letter was sent to all selected mothers informing them of their selection in the survey and advising them that they could expect to receive a phone call in the following weeks. The letter also provided:

details of the facility admission for which they had been selected

an assurance of confidentiality, as the information would be collected under the Statistical Returns Act (1896)

contact phone numbers where they could receive further information about the survey or change their contact details.

3 Peer groups were based on the Clinical Services Capability Framework for Public and

Licensed Private Health Facilities (CSCF) v3.2 – Queensland 2014

70

A.2.6 Response rate

The response rate is the number of interviews that can be used in the analysis as a percentage of all possible interviews that could have been achieved, had every in-scope person responded. This means that mothers who were considered out-of-scope on the frame (e.g. aged less than 16 years) were excluded from this calculation. For a more detailed description of the calculation of the response rates, please refer to the Survey Review.

A total of 4,977 interviews was achieved across interviewing period, with an overall response rate of 63%.

A.2.7 Sample characteristics and weighting

Weighting and benchmarking was applied to adjust for non-response in the sample.

Generalised regression weighting was used to calibrate the weight applied to each response during estimation to sum to the following marginal totals of mothers:

age (less than 25, 25 or more years)

whether or not respondent is Indigenous

type of telephone contact (Landline and Mobile phone or Other).

Note that parity was also investigated as a weighting variable, however, as it was closely related to age, it was not found to add much explanatory power beyond that supplied by age. As there was also difficulty in obtaining complete information on parity, it was not included in the weighting process.

Table 1 shows the profile of respondents comparing the proportions of original responses to the proportions after application of weighting and benchmarking. For full details on the weighting and benchmarking process, see the Survey Review.

As results are weighted up to population totals, reported percentages represent estimated population proportions.

Table 1: Sample characteristics

State facilities

Original (%) Benchmarked (%)

Age (yrs)

Under 25 22.0 24.1

25 and over 78.0 75.9

Indigenous status

Indigenous 6.6 8.6

Non-Indigenous 93.4 91.4

Type of telephone contact

Landline and Mobile phone 34.3 28.4

Other 65.7 71.6

Percentages in this table may not add to 100% due to rounding.

71

A.3 Data analysis and presentation

A.3.1 Graphs

Results for each measure of patient experience or satisfaction are presented graphically in Sections 3 to 14. They are set out as described below.

Layout

Top section

The top section of each graph shows the aggregated statewide results, then the results for each of the peer groups.

Bottom section

The bottom section of the graph shows the results for each facility ranked by their performance according to the most favourable categories, with the highest performing facilities at the top. See Appendix E for more details of how facilities were ranked for each graph.

Note that facilities are omitted from the bottom section of the graphs if they have either:

fewer than 30 interviews overall, or

fewer than 20 responses to that question.

This is because these response counts are considered too small to produce statistically reliable results. However, these responses have been included in the calculation of overall Queensland and peer group results. Facilities with fewer than 30 interviews are those with ‘unweighted counts’ report format in Appendix B.

Colour schemes

The coloured sections of the bars indicate the percentages of mothers who gave various responses. They are interpreted according to the legend at the top of the graph.

The bar representing the Queensland results has been highlighted in each graph by using darker versions of the colours shown in the legend.

The rounded percentage is printed on each bar where the percentage is greater than or equal to 3.5. Smaller percentages are generally not printed to prevent them from obscuring the bars.

Extra information

The total number of mothers who responded with one of the categories presented in the graph is indicated to the right of the bar. This number represents the base used to calculate the percentages.

In general, mothers who gave responses not reported in the graph, such as 'Don't know', have been excluded from the calculation of the percentage in each bar, unless otherwise stated in the legend. For some measures, particularly those involving the recall of information provided by facility staff, the number of respondents who answered 'Don't know' or 'Didn't need' is also provided in brackets after the number of respondents. Categories excluded from graphs generally represent small numbers and percentages of mothers.

Tables of results for the key satisfaction question are also provided in Appendix F.

72

A.3.2 Output interpretation

Rounding

Figures presented in this report are rounded to whole numbers. Rounding may cause the aggregation of categories to sum to above or below 100%. Items that are less than 0.5% are rounded to zero. Items that are 99.5% or more are rounded to 100%.

Missing categories

Only the salient categories are presented in the graphs and tables. The categories that are typically not presented are 'Didn't need', 'Don't know / Can't remember' and 'Refused'. Where one or more of these categories represents a meaningful response they are included for reference.

A.3.3 Significance testing

Note that differences and rankings reported in Sections 1.2.1 and 1.2.2 of the Executive Summary are not the result of statistical significance testing and so those results may or may not represent statistically significant differences or trends.

73

Appendix B: Peer groups

The survey included 39 facilities, with interviews achieved for 38 of these.

The facilities were classified by Queensland Health into five mutually exclusive facility peer groups4:

Peer group A (4)

Peer group B (2)

Peer group C (10)

Peer group D (21)

Peer group E (2).

The facilities in each of the five peer groups are listed in Table 2 below.

Results formats varied depending on how many completed interviews were achieved:

facilities with at least 30 interviews received individual reports with weighted population estimates

facilities with 10-29 interviews received individual reports with unweighted response counts only

facilities with 1-9 interviews did not receive individual reports, but their results were included in the state and peer group results.

Note that no results for facilities in peer group E are shown in the graphs as one facility received no interviews5 and the other received fewer than 30 interviews (see section A.3.1).

4 Peer groups were based on the Clinical Services Capability Framework for Public and

Licensed Private Health Facilities (CSCF) v3.2 – Queensland 2014 5 This facility had a small number of eligible patients, but none opted to provide feedback.

74

Table 2: Facilities in each peer group

A GCUH MMPH RBWH TTH

Peer group A Gold Coast University Hospital (and birthing centre) Mater Mothers' Public Hospital Royal Brisbane & Women's Hospital (and birthing centre) The Townsville Hospital (and birth centre)

Report format Weighted estimates Weighted estimates Weighted estimates Weighted estimates

B CnH LgnH

Peer group B Cairns Hospital Logan Hospital

Report format Weighted estimates Weighted estimates

C BnH CbH HBH IpH MkH MIsaH NmH RdH RkH TwH

Peer group C Bundaberg Base Hospital Caboolture Hospital Hervey Bay Hospital Ipswich Hospital Mackay Base Hospital (and birthing centre) Mount Isa Base Hospital Nambour General Hospital Redcliffe Hospital Rockhampton Hospital Toowoomba Hospital (and birth centre)

Report format Weighted estimates Weighted estimates Weighted estimates Weighted estimates Weighted estimates Weighted estimates Weighted estimates Weighted estimates Weighted estimates Weighted estimates

D AttH AyrH BeaH BiloH ChaH DbH EmH GlH GoonH GyH InnH KingH LonH MarH ProsH RlH RomH StGoH StaH TIH WarH

Peer group D Atherton Hospital Ayr Hospital Beaudesert Hospital Biloela Hospital Charleville Hospital Dalby Hospital Emerald Hospital Gladstone Hospital Goondiwindi Hospital Gympie Hospital Innisfail Hospital Kingaroy Hospital Longreach Hospital Mareeba Hospital Proserpine Hospital Redland Hospital Roma Hospital St George Hospital Stanthorpe Hospital Thursday Island Hospital Warwick Hospital

Report format Weighted estimates No individual report Weighted estimates Unweighted counts No individual report Weighted estimates Weighted estimates Weighted estimates No individual report Weighted estimates Unweighted counts Weighted estimates Unweighted counts Weighted estimates Weighted estimates Weighted estimates Unweighted counts No individual report Unweighted counts Unweighted counts Unweighted counts

E ChicH TheoH

Peer group E Chinchilla Hospital Theodore Hospital

Report format No individual report

No completed interviews

75

Appendix C: Facilities by Hospital and Health Service Of the 39 public hospitals in the survey, 38 belong to 15 Queensland Health Hospital and Health Services6 and one belongs to Mater Health Services, as listed in the table below.

Table 3: Facilities by Hospital and Health Service

Hospital and Health Service Facility Abbreviation

Cairns and Hinterland Atherton Hospital Cairns Hospital Innisfail Hospital Mareeba Hospital

AttH CnH InnH MarH

Central Queensland Biloela Hospital Emerald Hospital Gladstone Hospital Rockhampton Hospital Theodore Hospital

BiloH EmH GlH RkH TheoH

Central West Longreach Hospital LonH

Darling Downs Chinchilla Hospital Dalby Hospital Goondiwindi Hospital Kingaroy Hospital Stanthorpe Hospital Toowoomba Hospital Warwick Hospital

ChicH DbH GoonH KingH StaH TwH WarH

Gold Coast Gold Coast University Hospital GCUH

Mackay Mackay Base Hospital Proserpine Hospital

MkH ProsH

Metro North Caboolture Hospital Redcliffe Hospital Royal Brisbane and Women's Hospital

CbH RdH RBWH

Metro South Beaudesert Hospital Logan Hospital Redland Hospital

BeaH LgnH RlH

North West Mount Isa Base Hospital MIsaH

South West Charleville Hospital Roma Hospital St George Hospital

ChaH RomH StGoH

Sunshine Coast Gympie Hospital Nambour General Hospital

GyH NmH

Torres and Cape Thursday Island Hospital TIH

Townsville Ayr Hospital The Townsville Hospital

AyrH TTH

West Moreton Ipswich Hospital IpH

Wide Bay Bundaberg Base Hospital Hervey Bay Hospital

BnH HBH

Organisation Facility Abbreviation

Mater Health Services Mater Mothers' Public Hospital MMPH

6 No facilities from Children’s Health Queensland were in this survey.

76

Appendix D: Definitions of favourable and unfavourable

For tests of significant differences in this report, response categories for each relevant question were collapsed into two categories, indicating favourable and unfavourable responses from patients. The following table summarises how this was done for each question.

Table 4: Definitions of favourable and unfavourable responses Section Question topic Favourable Unfavourable Excluded 3.1 Overall satisfaction with antenatal care Very good

Good Adequate Poor Very poor

Didn’t have any pregnancy / antenatal care Don’t know Refused

3.2 Timing of first antenatal appointment 0-12 weeks 13 or more weeks Don’t know Refused



Don’t know Refused

3.4 Antenatal care provider types n.a. n.a. n.a. 3.5 Consistency of antenatal care provider n.a. n.a. n.a. 3.6 Time to ask questions/discuss at antenatal

check-ups Yes, definitely Yes, to some extent

No Did not need to discuss anything Don’t know Refused








Very good Good

Adequate Poor Very poor

Don’t know/was not conscious Refused

5.2 Reasons for induction of labour explained Yes, definitely Yes, to some extent No


5.3 Felt had choice whether labour induced Yes, definitely Yes, to some extent No


5.4 Ability to move and position for comfort Yes, most of the time Yes, some of the time No, not at all

No, but it was not possible to move around Don’t know Refused

77

Section Question topic Favourable Unfavourable Excluded 5.5 Received desired pain relief/comfort measures Yes No Medically no choice



n.a. n.a. n.a.

5.7 Confidence and trust in midwives Yes, definitely Yes, to some extent No


5.8 Confidence and trust in doctors Yes, definitely Yes, to some extent No

Did not see a doctor Don’t know Refused

5.9 Birth companion involved as much as desired Yes, definitely Yes, to some extent No


5.10 Left alone at a worrisome time No Yes Don’t know Refused

5.11 Stage at which left alone (at worrisome time) n.a. n.a. n.a. 5.12 Understandable explanations from midwife or

doctor All of the time Most of the time

Some of the time Rarely Never




Didn’t need to make any decisions about care Don’t know Refused

5.14 Felt listened to and supported by midwives Yes, definitely Yes, to some extent No


5.15 Felt listened to and supported by doctors Yes, definitely Yes, to some extent No

Did not see a doctor Don’t know Refused











n.a. n.a. n.a.

78

Section Question topic Favourable Unfavourable Excluded 8.1 Overall satisfaction with postnatal care in

hospital Very good Good





Didn’t have a choice of feeding method Don’t know Refused

8.3 Support to feel confident with feeding baby Yes, completely Yes, to some extent No

Other Don’t know Refused

8.4 Midwives' sensitivity to cultural needs Yes, always Yes, sometimes No

Not relevant Don’t know Refused



Didn’t need to make any decisions about care Don’t know Refused

8.6 Everything possible done to help manage pain Yes, definitely Yes, to some extent No


9.1 Whether had concerns about food No Yes Did not have any food during hospital stay Don’t know Refused

9.2 Nature of concern about food n.a. n.a. n.a. 10.1 Cleanliness of toilets and bathrooms Very clean

Fairly clean Not very clean Not at all clean

Did not use a toilet or bathroom Don’t know Refused

11.1 Information about emotional changes Yes, definitely Yes, to some extent No


11.2 Information about contraception Yes No Received after a previous birth Other Don’t know Refused

11.3 Advised who to contact if concerned Yes No Don’t know Refused



Did not need this type of information Don’t know Refused

79

Section Question topic Favourable Unfavourable Excluded 11.5 Given enough information about how to manage

baby's care at home Yes, completely Yes, to some extent

No Did not need this type of information Don’t know Refused

12.1 Treated with respect and dignity Yes, always Yes, sometimes No


12.2 Treated with kindness and understanding Yes, always Yes, sometimes No


12.3 Assistance from staff when needed All of the time Most of the time

Some of the time Rarely Never

Did not need assistance Don’t know Refused

12.4 How well doctors and midwives worked together Excellent Very good Good

Fair Poor Very poor

Not applicable Don’t know Refused







14.1 Offered any maternity care at home Yes No Don’t know Refused

14.2 Why didn't receive any maternity care at home I decided not to They didn’t arrive They weren’t available

at convenient times

Other Don’t know Refused

14.3 Amount of maternity care you received at home The right amount Too much

Not enough Still ongoing Other Don’t know Refused


Very good Good




n.a. n.a. n.a.

80

Appendix E: Methodology used to rank facilities for each graph

Graphs in this report rank facilities according to favourability of the responses, from highest to lowest. This ranking was performed by calculating a weighted sum of the percentage in each category for each facility. Facilities were then sorted by this weighted sum.

A function of multiple categories was used to try to ensure that all favourable categories were used in determining rank, with the most favourable categories given more weight.

The weights used for each graph are given in the table below.

Table 5: Weights used in sorting facilities for each graph

Section Graph Title Weights Categories 3.1 Overall satisfaction with antenatal

care 100

75 50 25

0


3.2 Timing of first antenatal appointment 100 100

0

0-9 weeks 10-12 weeks 13 or more weeks


100 50

0


3.4 Antenatal care provider types n.a. n.a. 3.5 Consistency of antenatal care

provider n.a. n.a.

3.6 Time to ask questions/discuss at antenatal check-ups

100 50

0



100 50

0



100 50

0



100 75 50 25

0


5.2 Reasons for induction of labour explained

100 50

0


5.3 Felt had choice whether labour induced

100 50

0


5.4 Ability to move and position for comfort

100 50

0

Yes, most of the time Yes, some of the time No, not at all

5.5 Received desired pain relief/comfort measures

100 0

Yes No


n.a. n.a.

81

Section Graph Title Weights Categories 5.7 Confidence and trust in midwives 100

50 0


5.8 Confidence and trust in doctors 100 50

0


5.9 Birth companion involved as much as desired

100 50

0


5.10 Left alone at a worrisome time 100 0

No Yes

5.11 Stage at which left alone (at worrisome time)

n.a. n.a.

5.12 Understandable explanations from midwife or doctor

100 75 50 25

0



100 50

0


5.14 Felt listened to and supported by midwives

100 50

0


5.15 Felt listened to and supported by doctors

100 50

0



100 50

0



100 50

0



100 50

0



n.a. n.a.

8.1 Overall satisfaction with postnatal care in hospital

100 75 50 25

0



100 50

0


8.3 Support to feel confident with feeding baby

100 50

0


8.4 Midwives' sensitivity to cultural needs 100 50

0



100 50

0


8.6 Everything possible done to help manage pain

100 50

0


82

Section Graph Title Weights Categories 9.1 Whether had concerns about food 100

0 No Yes

9.2 Nature of concern about food n.a. n.a. 10.1 Cleanliness of toilets and bathrooms 100

75 25

0

Very clean Fairly clean Not very clean Not at all clean

11.1 Information about emotional changes 100 50

0


11.2 Information about contraception 100 0

Yes No

11.3 Advised who to contact if concerned 100 0

Yes No


100 50

0


11.5 Given enough information about how to manage baby's care at home

100 50

0


12.1 Treated with respect and dignity 100 50

0


12.2 Treated with kindness and understanding

100 50

0


12.3 Assistance from staff when needed 100 75 50 25

0


12.4 How well doctors and midwives worked together

100 75 50 25

0

Excellent Very good Good Fair Poor


100 50

0



100 50

0


14.1 Offered any maternity care at home 100 0

Yes No

14.2 Why didn't receive any maternity care at home

0 0

-100

-100

I decided not to Other (specify) They weren’t available at

convenient times They didn’t arrive

14.3 Amount of maternity care you received at home

100 50

0

The right amount Too much Not enough


100 75 50 25

0



n.a. n.a.

83

Appendix F: Hospital results

The tables within this section outline a few key details for each hospital involved in the survey. These include the number of interviews achieved, the response rate and response to the overall rating of care questions:

‘Overall, how would you rate the care you received during your pregnancy?’

‘Overall, how would you rate the care you received during your (labour and) birth?’

‘Overall, how would you rate the care you received in hospital after your birth?’

‘Overall, how would you rate the care you received at home after the birth?’

Analysis has been performed on the question results to present statistically significant differences at the state and peer level. All analysis has been performed on the unrounded estimates and hospitals have been ordered alphabetically within each peer group.

In this appendix significance testing was undertaken on the estimated proportions at the 95% significance level adjusted for multiple comparisons. Testing at the 95% level of confidence means any differences reported are either true differences, or the product of randomly extreme data that has less than a 5% chance of happening. For example, at the 95% significance level, we would expect 1 in 20 tests to incorrectly show a significant difference due to chance alone, adjusted for multiple comparisons.

Significance testing was performed on non-overlapping groups. Testing between the hospital and the peer group or state was performed excluding the hospital from the peer group or state results. Non-overlapping groups fulfil the statistical assumption of independence. Testing results of non-overlapping groups may also improve the likelihood for the detection of differences between the results tested.

Refer to footnotes for details of notation used to annotate comparisons and items of note.

84

Table 6: Overall satisfaction for Peer group A

Facility name

Interviews achieved

Response rate (%)

Antenatal care (%) Hospital care for (labour

and) birth (%) Postnatal care in

hospital (%) Maternity care at home after

the birth (%)

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Queensland 4,977 63 57 40 3 72 24 4 55 40 5 75 24 1

Peer group A

1,212 61 56 41 3 72 24 4 55 40 6 74 24 1

GCUH 303 58 54v 41 5 70 24 6^ 61QP

^ 33QP

v 5 74 25 1v

MMPH 305 61 57^ 42^ 1v 74 24 3v 54 43 3v 70v 28^ 1

RBWH 303 67 57 42 2 76^ 21v 3 49v 44^ 6 73 25 2^

TTH 301 58 56 39v 5Q^ 69v 26^ 5 50 41 8^ 82

P^ 17

Pv 1

#PQ^v*

#

P Statistically significant difference between hospital and peer group results

Q Statistically significant difference between hospital and state results

^ Highest result in peer group

v Lowest result in peer group

* Confidence interval width greater than 15 percentage points

85

Table 7: Overall satisfaction for Peer group B

Facility name

Interviews achieved

Response rate (%)




the birth (%)

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Queensland 4,977 63 57 40 3 72 24 4 55 40 5 75 24 1

Peer group B

588 57 53 45 2 74 21 5 52 43 5 71 27 2

CnH 289 54 54^ 44v 2v 68P

v 28P^ 4v 53^ 43v 5v 68v 31^ 2v

LgnH 299 61 51v 46Q^ 2^ 78

P^ 17

QPv 5^ 51v 44^ 6^ 74^ 24v 3^

#PQ^v*

#






86

Table 8: Overall satisfaction for Peer group C

Facility name

Interviews achieved

Response rate (%)




the birth (%)

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Queensland 4,977 63 57 40 3 72 24 4 55 40 5 75 24 1

Peer group C

2,257 65 58 38 3 71 25 4 53 42 6 76 23 1

BnH 162 66 52* 44^* 3 78^ 19v 3 63P^ 34v 3v 85

Q^ 15v 0

CbH 307 71 65Q^ 33v 2 76 22 2 54 41 5 78 20 1

HBH 157 68 59 39 3 64* 29* 6 57* 40* 3 68* 28* 4^

IpH 306 63 52P

v 43 5^ 70 27 3 47Q

v 47Q^ 6 70

P 28

P 2

MkH 198 65 63 34 3 68* 23 9QP

^ 52 41 8 78* 21* 1

MIsaH 76 62 60* 38* 2v 63v* 36^* 1v 55* 38* 7 68v* 32^* 0

NmH 304 60 56 41 3 71 22 7 52 42 5 75 25 0v

RdH 286 70 63 35 2 72 25 3 56 40 4 79 20 1

RkH 178 63 54* 44* 2 65 33QP

2 51* 44* 5 81 18 1

TwH 283 64 60 35 5 76 20 4 48 44 8^ 81 18Q 1

#PQ^v*

#






87

Table 9: Overall satisfaction for Peer group D

Facility name

Interviews achieved

Response rate (%)




the birth (%)

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Very good

Good/ Adequate

Poor/ Very poor

Queensland 4,977 63 57 40 3 72 24 4 55 40 5 75 24 1

Peer group D

878 65 61 38 1 75 22 3 67 30 4 71 28 1

AttH 35 66 63* 37* 0* 56v* 38^* 6* 74* 23* 3* 49Q

v* 51Q^* 0*

BeaH 36 82 79^* 21v* 0v* 90^* 10v* 0v* 93Q^* 7

Qv* 0v* 84* 16* 0v*

DbH 46 70 58* 42* 0* 83* 17* 0 86Q* 12

Q* 2 80* 20* 0*

EmH 47 70 70* 30* 0 77* 21* 2 71* 23* 6* 82* 18* 0*

GlH 89 64 57* 42* 1 72* 21* 7 49P

v* 44P^* 7^ 75* 25* 0

GyH 60 65 55* 43* 2 62* 30* 9^* 59* 36* 5 80* 18* 2^*

KingH 45 60 52v* 46^* 2^* 68* 30* 2 60* 36* 4 84^* 16v* 0*

MarH 37 61 75* 25* 0* 88* 12* 0* 83* 15* 2 75* 25* 0*

ProsH 40 61 57* 43* 0* 85* 15* 0* 72* 28* 0* 74* 26* 0*

RlH 311 73 57 42 1 76 21 3 63Q 34 3 67

Q 31

Q 2

#PQ^v*

#






88

Appendix G: Questionnaire

Bold response options were read out Underlined words were emphasised All questions included ‘don’t know’ and ‘refused’ options (not shown here)

Introduction

Hello, this is … calling from the Queensland Government Statistician’s office. We are conducting a survey on behalf of the Queensland Department of Health.

We are interviewing mothers who have recently given birth to ask about their care experience, including their antenatal and follow-up care.

You may remember receiving a letter to tell you we would call you regarding your recent birth experience.

The information you provide will help the Department of Health improve maternity services. The interview will only take around 15 minutes of your time. Your responses are strictly confidential and no identifying information can be released to the Department of Health or any other body.

The questions are about your general experience of healthcare and your interactions with the midwives and doctors. You do not need to answer any question you don’t wish to.

(For male interviewers only) – We also have female interviewers available if you would be more comfortable speaking to a female about your experiences.

Can we start now?

Some calls are monitored by my supervisor for training and quality purposes.

General

G1 In general, would you say your health is …

1 Very good 2 Good 3 Adequate 4 Poor 5 Very poor

Pregnancy Health Record7

PHR1 Was a Pregnancy Health Record started for you?

(Int: If R isn’t sure what this is, explain ‘It comes in a blue plastic folder and would have been filled in each time you had an antenatal appointment’)

1 Yes 2 No

If PHR1>1_Go to Question ACint

PHR2 Did you use it?

1 Yes 2 No 3 Only used for part of the pregnancy

If PHR2=1_Go to Question PHR4

7 The Pregnancy Health Record (PHR) results have been excluded from this report. These

questions were asked of only 500 mothers statewide which is too few to report at the facility level, and they were not agreed to by the Survey Development Working Group (they were developed specifically for a statewide PHR review).

89

PHR3 Why didn’t you use it (throughout your pregnancy)? 1 (please specify)

Go to Question ACint

PHR4 Is there anything you think could be improved about the Pregnancy Health Record?

1 Yes (please specify) 2 No

Antenatal care

AC1 The next few questions are about your antenatal care.

Overall, how would you rate the care you received during your pregnancy? Would you say it was …

1 Very good 2 Good 3 Adequate 4 Poor 5 Very poor 6 Didn’t have any pregnancy / antenatal care

If AC1 ne 6_Go to AC2 If AC1=6: If the birth was a planned home birth or unplanned birth outside hospital_Go to HBint Otherwise go to LBint

AC2 About how many weeks pregnant were you when you had your first antenatal appointment?

(Int; If R is unsure – this is the appointment when her pregnancy health record, in the blue folder, would have been started)

(Int: if R is having trouble being specific, read categories)

1 __ weeks (enter number) 2 0 -7 weeks 3 8 or 9 weeks 4 10 or 11 weeks 5 12 weeks 6 13 or more weeks

AC3 Did you get enough information from a midwife or doctor to help you decide where to have your baby (babies)? Would you say …

1 Yes, definitely 2 Yes, to some extent 3 No

AC4 Which of the following health professionals did you see for your antenatal check-ups?

(Int: Read out. Choose all that apply)

1 Midwife 2 GP or family doctor 3 Obstetrician 4 Other (please specify)

90

AC5 Did you see the same doctor or midwife for all or most of your antenatal check-ups? Would you say …

1 Yes, every time 2 Yes, most of the time 3 No 4 I only saw someone once

AC6 During your antenatal check-ups, were you given enough time to ask questions or discuss your pregnancy? Would you say …

1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not need to discuss anything

If the birth was a planned home birth or unplanned birth outside hospital_Go to HBint Otherwise_Go to LBint

Labour and birth

Birth outside hospital

HB0scr The next few questions are about the birth of your baby (babies).

Did you give birth in a hospital or birthing centre or somewhere else?

1 Home /someone else’s home 2 Hospital 3 Birthing centre (Int: confirm that this is a MEDICAL facility) 4 Somewhere else (specify)

If HB0scr=4_Go to HB5 If HB0scr>1_Go to LB0scr (i.e. if HB0scr = 2 or 3)

HB0 Did you plan to give birth at home/(someone else’s home), or was that unplanned?

1 Planned 2 Unplanned

If HB0>1_Go to HB5

HB18 Were you given enough information about the sorts of pain relief that would be

available? Would you say …

1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not want pain relief

HB2 Were you given enough information about how the baby (babies) would be monitored during the labour and birth? Would you say …


HB3 Were you given enough information about the distance and location of the nearest hospital? Would you say …


8 No feedback was obtained from mothers who had planned home births, so there are no results

for questions HB1, HB2, HB3 and HB4.

91

HB4 Were you given enough information about the sorts of emergency back-up that would be available if you needed it, for example, an ambulance? Would you say …


HB5 After the birth, were you admitted to hospital?

(Int: this relates to care soon after the birth, not weeks later.)

1 Yes 2 No

If HB5=1_Go to HAB0 If HB5=2_Go to AB1

Hospital birth

LB0scr The next few questions are about the birth of your baby (babies).

Did you have a labour, or did you have a caesarean birth without any labour?

(Int: if R started labour and then had a caesarean birth, code ‘ Labour’)

1 Labour 2 No labour

OLB Overall, how would you rate the care you received during your (labour and) birth? Would you say it was…

1 Very good 2 Good 3 Adequate 4 Poor 5 Very poor 98 Don’t know/was not conscious

If LB0scr=2_Go to LB4

If the birth was not induced_Go to Question LB3

LB1scr Did your labour start naturally or was it induced?

(Int: if R isn’t sure, induced means it was ‘started off’)

1 Induced 2 Labour started naturally, but was then ‘augmented’ / ‘hurried along’ 3 Natural labour

If LB1scr>1_Go to LB3

LB1 Were the reasons for the induction explained to you in a way you could understand? Would you say …


LB2 Did you feel you had a choice about whether your labour would be induced? Would you say …


92

LB3 During your labour, were you able to move around and choose the position that made you most comfortable? Would you say …

1 Yes, most of the time 2 Yes, some of the time 3 No, not at all 4 No, but it was not possible to move around

LB4 During your (labour and) birth, did you get the pain relief or comfort measures you wanted?

1 Yes 2 No 3 Medically no choice

If LB4=1_Go to LB6a

LB5 Why not?

1 Too late / labour too far progressed 2 Not clinically appropriate / not suitable 3 Not available (specify type of pain relief desired) 4 Other (specify)

LB6a Did you have confidence and trust in the midwives caring for you during your (labour and) birth? Would you say …


LB6b Did you have confidence and trust in the doctors caring for you during your (labour and) birth? Would you say …

1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not see a doctor

LB7a Did you have a partner or someone else close to you with you during the (labour and) birth?

1 Yes 2 No

If LB7a=2_Go to LB8a

LB7b Were they able to be involved as much as you wanted? Would you say …


LB8a Were you (and your partner) or a companion left alone by midwives or doctors at a time when it worried you?

1 Yes 2 No

If LB8a>1_Go to LB9

93

LB8b Was that …

(Int: Choose all that apply)

1 During labour 2 Shortly after the birth 3 During the birth

(Int note: If R specifies ‘before birth’ clarify that we’re only asking about the labour and birth)

LB9 Thinking about your care during your (labour and) birth, did a midwife or doctor caring for you explain things in a way you could understand?

1 All of the time 2 Most of the time 3 Some of the time 4 Rarely 5 Never

LB10 Were you involved, as much as you wanted to be, in decisions about your care and treatment during your (labour and) birth? Would you say …

1 Yes, definitely 2 Yes, to some extent 3 No 4 I didn’t need to make any decisions about my care

LB11 Did you feel you were listened to and supported by your midwives? Would you say…


If LB6b=4_Go to AB1

LB12 Did you feel you were listened to and supported by your doctors? Would you say …

1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not see a doctor

After the birth

AB1 Did you have an opportunity to discuss what happened during your (labour,) birth and immediately afterwards with a care provider? Would you say…

1 Yes, completely 2 Yes, to some extent 3 No

If AB1=3_Go to AB2 If HB5 =2_Go to MAHint Go to HABint

AB2 Why not?

1 I was not offered an opportunity to discuss this with anyone 2 I did not feel comfortable discussing this with the person who approached me 3 I did not feel comfortable discussing this with any staff 4 Other (specify)

If HB5 =2_Go to MAHint Otherwise Go to HABint

94

Care in hospital after the birth

HAB0 The next few questions are about your care in hospital after the birth.

Overall, how would you rate the care you received IN HOSPITAL after your birth? Would you say it was …


HAB1 Did you feel your midwives were supportive of your choice of feeding method? Would you say …

1 Yes, always 2 Yes, sometimes 3 No 4 Didn’t have a choice of feeding method

HAB2 Did you have adequate support to feel confident with feeding your baby? Would you say …

1 Yes, completely 2 Yes, to some extent 3 No 4 Other (specify)

HAB3 Were your midwives sensitive to your cultural needs and those of your family? Would you say …

1 Yes, always 2 Yes, sometimes 3 No 4 Not relevant

HAB4 Were you involved, as much as you wanted to be, in decisions about your care and treatment in hospital after the birth? Would you say …

1 Yes, definitely 2 Yes, to some extent 3 No 4 I didn’t need to make any decisions about my care

HAB5 Were you ever in any pain while in hospital after the birth?

1 Yes 2 No

If HAB5=2_Go to F1

HAB6 Do you think the hospital staff did everything they could to help manage your pain? Would you say …


95

Food

F1 Did you have any concerns about the food during your stay?

1 Yes 2 No 3 I did not have any food during my hospital stay

If F1 >1_Go to E1

F2 What was it about the food that concerned you?

1 Quantity 2 Temperature 3 Unappetising 4 Timeliness 5 Didn’t meet dietary requirements 6 Other (specify)

Environment

E1 How clean were the toilets and bathrooms you used while in hospital? Were they …

1 Very clean 2 Fairly clean 3 Not very clean 4 Not at all clean 5 You did not use a toilet or bathroom

Leaving hospital

LH1 Before leaving the hospital, were you and your family given enough information about any emotional changes you might experience after the birth? Would you say…


LH2 Were you given information or offered advice from a health professional about contraception?

1 Yes 2 No 3 Received after a previous birth 4 Other (please specify)

LH3 Were you given a contact number of a health care professional you could contact if you were worried?

1 Yes

2 No

LH4 Thinking about when you left hospital, were you given enough information about how to manage your care at home? Would you say …

1 Yes, completely 2 Yes, to some extent 3 No 4 You did not need this type of information

LH5 Were you given enough information about how to manage your baby’s care at home? Would you say …

1 Yes, completely 2 Yes, to some extent 3 No 4 You did not need this type of information

96

Overall hospital stay

OHS1 Now, thinking back over your whole hospital stay ...

Did you feel you were treated with respect and dignity while you were in hospital? Would you say …

1 Yes, always 2 Yes, sometimes 3 No

OHS2 Were you treated with kindness and understanding? Would you say …

1 Yes, always 2 Yes, sometimes 3 No

OHS3 If you needed assistance, were you able to get a member of staff to help you within a reasonable timeframe? Would you say …

1 All of the time 2 Most of the time 3 Some of the time 4 Rarely 5 Never 6 You did not need assistance

OHS4 How would you rate how well the doctors and midwives worked together? Was it …

1 Excellent 2 Very good 3 Good 4 Fair 5 Poor 6 Not applicable

Care at home after the birth

MAH1 The next few questions are about any care you may have received at home after the birth.

Were you offered any maternity care at home?

(Int: this means, Was she offered a service by the public system?)

1 Yes 2 No

(Note that everyone goes to MAH2 since they could have sought out a private service even if they weren’t ‘offered’ a service by the public system)

MAH2 Did you actually receive any maternity care at home?

1 Yes 2 No

If MAH2=1_Go to MAH4

MAH3 Why not?

1 I decided not to 2 They didn’t arrive 3 They weren’t available at convenient times 4 Other (specify)

Go to TCint

97

MAH4 Thinking about the amount of maternity care you received at home, would you say you had …

1 Too much 2 The right amount 3 Not enough 4 Or is it still ongoing 5 Other (specify)

OMAH Overall, how would you rate the care you received at home after the birth? Would you say it was …


If OMAH<3_Go to TCint

MAH5 How could your care at home have been improved?

(Int: Choose all that apply)

1 More visits 2 Visits at a more convenient time 3 Have the same midwife each time 4 Other (specify)

Transfer of care

TC1a Now, could you think back over your pregnancy, (labour) and postnatal care? Sometimes a mother may need to be referred from one type of care to another for medical reasons.

Did this happen to you during your antenatal care?

(Int: If R doesn’t understand, ask – Was the type of antenatal care you received during your pregnancy changed to another health professional or facility because of a change in your condition or risk factors?)

1 Yes 2 No

(This question was skipped if AC1=6)

TC1b Did this happen to you during your (labour or) birth?

(Int: If R doesn’t understand, ask – Was the type of care you received during your labour changed to another health professional or facility because of a change in your condition or risk factors?)

1 Yes 2 No

TC1c Did this happen to you during your postnatal care?

(Int: If R doesn’t understand, ask - Was the type of care you received during your postnatal care changed to another health professional or facility because of a change in your condition or risk factors?)

1 Yes 2 No

If TC1a=2 AND TC1b=2 AND TC1c=2_Go to OEint

98

TC2 Were you included in the process of making the decision about the referral of your (antenatal / labour or birth / postnatal) care? Would you say …


(ask TC2 for each TC1a, TC1b, TC1c =1)

TC3 As far as you know, was the communication between the midwives, doctors and others involved in your (antenatal / labour or birth / postnatal) care at the time of transfer accurate and effective? Would you say …


(ask TC3 for each TC1a, TC1b, TC1c =1)

Any other comments

OE1 That’s almost the end of the interview. As I mentioned earlier, the information we collect will help the Department of Health in improving maternity services.

Was there anything particularly good about your care that you haven't already mentioned?

1 Yes (specify) 2 No

OE2 Was there anything that could have been improved, that you haven't already mentioned?

1 Yes (specify) 2 No

Closing

Thanks. That concludes the survey.

Your responses are strictly confidential. No personal information will be published or released. Your responses are protected by the Queensland Government's Statistical Returns Act, which means that penalties apply under the laws of Queensland for anyone who released your responses in a way which would identify you. Your responses will be combined with those of other participants to compile aggregate information.

Thank you very much for your assistance.

Documents

Patient Safety Unit - Queensland Health · 2016. 11. 10. · Patient Safety Unit . ii Queensland Government Statistician’s Office Level 8, 33 Charlotte Street Brisbane, QLD, 4000