Listening to patients Airedale NHS Foundation Trust National Maternity Survey Comments

Transcription

1 Listening to patients Airedale NHS Foundation Trust National Maternity Survey Comments 2010

2 Patients comments The 2010 Women s Experience of Maternity Care questionnaire contained a section at the end to give patients the opportunity to express their views. The comments received are set out below. These are reproduced verbatim except for the removal of any individual names or department names that would identify individuals, and obscenities. If there is anything else you would like to tell us about your maternity care, please do so here. My experience this time in the end was perfect; however, we had to spend an hour waiting in the entrance doorway before being seen because the unit was so busy, not ideal when trying for a relaxed birthing experience! The staff both on the (name removed) suite and ward (name removed) were lovely especially (name removed) suite. The community midwives are marvellous but I am concerned as are they (word unreadable) the cutbacks e.g. not visiting women after two weeks in their own homes, fine for me but some new mums may find it impossible just to get out. I do wonder at what eventual cost these cut backs? Really I think the first midwife I saw at hospital (there were three in total) decided I was having a natural birth so I received no pain relief even when requested. Also after birth no even came to speak to me until I requested a paediatrician so we could leave. All the staff at hospital (name removed) were extremely supportive. My maternity care was excellent, especially after my baby was born. I was in hospital for 8 days and have only admiration for all the midwives and doctors at (hospital name removed) I cannot thank them enough. My baby was born by planned section; I paid for an 'amenity room' on the ward. I feel that if/when they are available they should be offered with no charge after a section. Having the room meant it was private after having what effectively is an operation, it gave me time and privacy to get back to normal and rest after the section. My maternity care was excellent except being seen 8 weeks after giving birth. It was longer to see GP so will be around 10 weeks. The midwife in charge on the day I was induced was useless and very unhelpful. However the midwife that assisted to deliver my baby was fantastic. I was particularly impressed with the care and attention received from the hospital midwives before, (I was induced) during and after labour. Shocked with some changes. Health visitors visit only once when I came home. Hospital

3 recording feed chart how much milk child has drank. I feel that the care during pregnancy was good. During labour the care was very good but on the [ward name removed], after the baby was born the care was only fair. It was very patchy and inconsistent and staff sometimes appeared too busy to help. We spent some time in the premature baby unit and the difference in the quality of care there was obvious - it was of a much higher standard than the [ward name removed]. The ward was also noisy and not at all restful. When trying to breast feed, staff had been smoking which I didn't think was good when they are trying to help me learn and putting fingers in baby s mouths, etc. Not consistent with techniques with techniques shown so confusing and notes weren't kept up to date about feeding and advice after baby had to go in there. Also midwife reluctant to admit me as thought I wasn't in labour when I was!!! I received excellent care from midwives during labour and from midwives at home after the birth of my baby. I was very concerned about very poor patients, staff (word unreadable) on ward (name removed) at hospital (name removed) which compromised adequate post natal care. Immediately after the birth of my baby we transferred to ward (name removed) the staff were too busy to give advice about feeding and didn't explain things e.g. how to get lunch sufficiently well. In terms of ante-natal care some of the midwives were brilliant but it did depend on the style/approach of the person. One midwife on the team was very unsupportive and unfortunate in her approach which I found very difficult to deal with. The staff on the labour ward were fantastic! They made me and my two birthing partners feel at ease and really looked after us. The midwife looking after me was brilliant and I couldn't have asked for a better person to bring my baby into the world. The team was so organised and all members of team know what job to do when I had to have forceps. Thank you! After developing thrush of the milk ducts, causing severe pain during and after breast feeding, it has become apparent that my midwife was against my receiving fluconazole treatment (which worked well twice with previous child s feeding). This resulted in my resorting to bottle feeding, reluctantly as prescribed treatment was not successful. I am very angry about how this situation has come about. My GP had recommended fluconazole to my midwife. I was disgusted at the lack of help from the hospital staff. I had never fed a baby before and was just left to it. When I asked for help my nipple was shoved into my baby's mouth. I was deeply disturbed by this. Also I arrived on the ward approximately 5am and was greeted by a very unpleasant midwife who pulled the hat off my baby and threw it away from us. My baby was moved too far away from me and as I had a spinal block I couldn't reach him again causing me distress. Lastly I was left for 12 hours before I was given any assistance to wash after constant asking. All in all a very disturbing experience. Staff need to communicate with patients.

4 During pregnancy my midwife was very friendly but I had ask what was happening, e.g. what position baby was in, etc. rather than the midwife explaining as she examined me. I always got the info I needed but only when I asked. During my labour my midwife (student) was amazing and made my experience extremely happy and relaxed. The support I received was excellent. Once on the maternity ward the staff were very supportive and kind, in particular 1 nurse came sat with me one evening and just chatted, although this may seem insignificant. Once family have left the ward and the lights go out it can feel very lonely with just me and baby so this really meant a lot and was very comforting. Once at home the midwife and HV were very helpful but the out of hours support was very poor and I ended up visiting A&E for something a quick chat with a midwife could have solved. Care which I received during labour was very good, couldn't ask for more (in labour ward) but care in the ward after birth could improve, wasn't happy. I sometimes felt that I wasn't important to the midwife or health visitor. It seemed to be that because I have had 5 children, I didn't need to get the same help or support as first time/second time mothers. I had my baby early Friday morning but wasn't seen by anyone till Tuesday! B17 - answer NO, but I had made my mind up and didn't want any more info. I had a different midwife every time I went and each one didn't know anything about me. When I was in labour, the midwife was very uncaring and was too busy fussing about with the student midwife and the notes, especially when I couldn't feel my contractions she was at the other side of the room. I think the midwife care is very unsatisfactory and a lot of things need to change and make them have more training. The midwives that came afterwards to my home was very unhelpful. The only help I got was from my health visitor. The staff on the (name removed) ward were very busy and understaffed. Had a wonderful experience, feel very lucky to have had such a good experience and will definitely go back to Airedale any subsequent pregnancies. After LSCS and sterilisation I was given paracetamol and diclofemac - appalling. I was in agony. Not the midwives on ward to blame - Doctors and NHS cuts. Treatment during the birth and after care was very poor. The staff patronised and treated us like idiots and some contempt. I also noticed that the [ethnicity removed] patients were treated in similar manner. Where as white patients were treated better with more care and friendliness. [Ethnicity removed] patients were treated more like animals. This treatment was received from most staff. There is a major problem at [name removed] general hospital in the way they treat [ethnicity removed] patients, possibly because large [ethnicity removed] community is [word unreadable] by it.

5 I had an MRSA scan at 37 weeks (word unreadable). The results of which were not back before going into labour. I did not see the point of this when only certain individuals are tested, but anyone including your staff could be carrying these illnesses. General experience of care was otherwise excellent especially on labour ward - wonderful staff especially (names removed) and a student midwife who I only knew as (name removed). Wonderful - gave me the birth I had hoped for. Thank you! Generally the care I received was excellent. However I returned to Airedale due to problems with breast feeding and although the midwives were very helpful we were told we had to buy a nipple shield to replace one I had been given. The nipple shield only cost roughly 5 but it took my husband 2 hours of driving around various shops to be able to buy a new one. This seemed ridiculous to do for an item costing so little. During my pregnancy the care I received from my GP was excellent. Got appointment when I needed one, got medication which helped with sickness, water infection, advice when I was concerned.(midwives) It was very disappointing every time I had my antenatal check ups there was a different midwife. I didn't feel comfortable especially when I had discussed personal and emotional issues with the midwife, who was supposed to be in charge of my antenatal care, also did my first booking. The midwives who helped deliver my baby were very nice, supportive. But it was very disappointing when I kept getting sent home whilst having strong contractions. Was in and out of hospital four times. Am lucky I didn't have my baby in the car or anywhere else, because I was 8cm dilated. Labour: whilst staff were excellent, the whole system is designed to force you down particular routes, taking little account of mother s wishes. Everything was all too rule driven and it takes control away from mother. The actual labour ward staff were excellent though in many aspects as well and it was the system we had issue with and not individuals. After care: The maternity ward is poor, it is very noisy, there seems to be little effort to help mums recover and quality of staff was weak. The staff pay 'lip service' to breastfeeding as they seem to have about one hours training and no real knowledge. It really was very poor on (ward name removed). Health visitors: Generally excellent and well organised. Overall excellent care provided at all stages of my pregnancy, labour, birth and after the birth. My midwife, (name removed), who I saw whilst I was pregnant was amazing. Due to having a 2 year old I didn't require a lot of information and received everything I needed. My only complaint would be the service received by the midwives on the ward after I had my baby. It was a total effort for them to even smile. Having a baby is one of the most amazing experiences you can encounter. I rang my bell 3 times as I wanted to make sure I was feeding correctly and no-one came. When my partner went to the nurses station there was around 6 midwives sat chatting and they WERE NOT busy. Maybe if feeding (breast) can be helped with right from word go more mothers might do it, with a successful outcome. I received the same service with my first child. (Persons name removed), the midwife who was present when my baby was born was out of this world! Such a lovely lady. Overall fantastic care from staff at (hospital name removed). My only comment is regarding

6 breastfeeding and the information/advice given wasn't enough I felt. I didn't realise that a newborn feeds often to establish milk levels. Had I known this I wouldn't have given my baby formula thinking I didn't have enough milk to support my baby's demands. Thanks. I think that the letter of consent given for an emergency C section should be given the Mother before labour starts, ensuring they can read it properly. It should be just a formality. Due to problem with my Doctors appointment system, me and my baby were not given our examinations until 11 weeks after the birth. I had to keep chasing it up and in the end I had to demand my baby had his immunisations done at his weigh in. I don't feel I was checked over properly considering that I had a C section. My Doctors surgery is located in (name removed). I thought I might have been put on a ward with other new first time mums but there was just me plus I other who didn't really want to talk. Nobody to ask questions like do you wake baby to change nappy during night, how to wind baby. Other mums would have been able to answer these questions as you wouldn't want to bother nurses/midwife all the time for simple questions. Also thought there might have been some classes for those that wanted to go to them, like how to bath baby was covered in antenatal classes but different when you've actually got a baby in your arms to do it for real! Did want to breastfeed but baby wouldn't latch on, with more one to one support for people who are struggling it might have been possible. Again midwife has to see lots of mums. The care I received during pregnancy and whilst in hospital was excellent. However, I started having contractions on a Monday evening and did not give birth until Friday evening. During this time I was in considerable pain because I was not admitted to the labour ward until the early hours of Friday morning. I did receive advice from midwives on the labour ward but felt very much left alone at a time when I could have done with face to face support at home and feel that had I had this support, the first stage of labour may not have been this long, I would have been less exhausted and potentially emergency caesarean may have been avoided. The support received from my health visitor has been excellent however, was very disappointed my GP was unaware of details of birth during 8 week post-natal check up which felt very (Unreadable). My aftercare was not very good! I was left more than 3 hours after delivery in bloody sheets and mess. I was told I may have to go to surgery; I was left 4 hours packed with gauge. I waited 2+ hours for my son to be checked. He messed in the towel. We were told not to dress him, we did it anyway and it's a good job as he was finally checked 8 hours after being born! Every time I rang the bell for assistance got a can't be bothered vibe from some of the midwives. Overall, my maternity care was very good. The only complaints I had was on the ward following delivery where I felt the health professionals were unfriendly and reluctant to help - they seemed to be more interested in talking (noisily through the night) to one another. After care of stitches, etc. was not explained. The midwife was really nice when I had my baby at Airedale. My Husband said "she was really nice and kind". After I had my baby I did not like the way I was treated by the Doctor - no explanation was given, just went on and did it. I had blood clots and he injected me without first telling me. I was really annoyed, as I did not use any methods of drugs during labour.

7 I received huge amounts of supporting information for just about everything. If anything was first given all the leaflets, etc. it's all a little overwhelming and you wonder how on earth you'd find time (with a new baby and family) to read any of it. The 1-5 years NHS booklet has been the quickest reference. (Ward number removed) at (hospital name removed) made my husband very welcome by putting us in the family room so he could stay overnight with me as I don't like hospitals. Week before I was induced a midwife at the health centre wrote on a pink sheet and sent it to (hospital name removed) to pre-warn them how scared I was and how emotional I was. This really helped me when I arrived at the hospital to be induced. Very efficient and appointments made quickly when referred for a CVS at (hospital name removed) and to a consultant at (hospital name removed). The advice and understanding I received from the midwives on the maternity ward was invaluable and helped me overcome any sad feelings I had after sustaining a third degree tear. When I went into the hospital when my labour started. I was told that nothing was happening therefore was sent home, only to get back home and had to go back, this happened twice in the same day. Then when I finally stayed in the hospital, one of the midwifes told me my partner could stay, as I was very scared due to this being my first child, only to be told a few hours later that he couldn't, I felt very uncomfortable after that. When I arrived at the maternity unit. I was left in the waiting room outside the main delivery suite. I was not seen by a midwife for a good 30 minutes. Once a midwife came to see me I was in established labour and in some pain. My baby was born within the first hour of being taken into a room. The unit was very busy and there were no rooms or midwives available. No one explained that the unit was full on my arrival and that I would have to wait. It is not reasonable to leave a woman who is very near to giving birth on her own in a waiting room not even on the ward (there were people in the room who were family members of another patient and a child). This is not the fault of the midwives, they were excellent. It is however, a concern. I received my ante-natal and postnatal care through Blackburn midwifes. My postnatal care was excellent, my antenatal care was poor. I was not offered any classes, my appointments were not co-ordinated and I felt left to it. I delivered at Airedale, through choice, which is why I felt Blackburn midwifes were disinterested and badly organised. My care at Airedale was, as always excellent. The maternity and labour wards are in my opinion the best in the country, immaculately clean, with highly trained, courteous, dedicated staff. Other hospitals could learn valuable lessons from them. I feel when I was in labour I was left a lot of the time and sometimes different carers were coming in and I didn't get answers to some of my questions. I do know at that time the health professionals were the busiest they'd been ever so it's not really their fault. But I feel they did a good job when I did see them apart from when I was about to give birth and they left me waiting to go down to the birthing (word cut off). My mum was going to complain because they wouldn't see to me because they were busy elsewhere. The care and support that I received from start to finish was absolutely fantastic. I highly rate hospital (name removed).

8 The midwives were all excellent throughout pregnancy/birth and aftercare but all were overworked and understaffed, especially at Airedale Hospital - I managed ok (mostly without any help) because they just didn't have enough staff. Every time I've seen the health visitor I've had to wait 45 minutes or longer because they are also short staffed. Antenatal care and postnatal care generally good. Birth of baby experience of care very poor. Was told no midwife available on department. So busy and staff refused to examine me despite my requests - they said would speed up labour and staff refused to examine the despite my requests - they said would speed up labour they wanted to slow it down!! (6" dilated this time). Definite home firth if ever a next time (would then hopefully get a midwife to help me deliver my baby!). The care I received during labour was excellent care. I have 3 children and each time I've gone into labour, the help has been fantastic. If there was any field I think would need improving would be going onto the ward after your baby is born as I feel your left to it, with my 1st I had no advice, support etc and felt quite isolated. The care from the midwives in our local surgery was excellent before and after the birth. The care received at Airedale during my labour was very good. The care received on the ward after I had my baby was poor at best. The nurses didn't care; nobody came to check on you. They left me to try and get up and feed my baby on the day I had my section and if it wasn't for my Husband being there from 9am to 9pm for 3 days I don't know what I would have done. At night I rang the bell and the nurses put my Son in my lap and left me at it. I was extremely pleased with all care before, during and after. I did find a couple of the consultants a little abrasive however, very competent with my care. I feel the midwives and healthcare assistants were absolutely amazing and I would choose Airedale General Hospital again. I would like to hope the maternity services across the UK are as excellent as the services at Airedale. I practiced hypno-birth for a drug free pain free birth I found out about it off friends I think information like this should be given by the NHS as it would save money from use of drugs. I would like to say that I felt pressure from the doctors not the midwives to have my baby in a set time or they would use forceps. I did not want this and didn't see the need to as me and baby were fine. Overall I would say the care I received was good and I would return to the same hospital for my second birth. I would have liked to hear how the c-section went e.g. if I lost a lot of blood or not, etc. As my baby had the cord wrapped around his neck and I wasn't informed about this after. I read it on my notes, which I thought a simple explanation that everything s ok but he did have his cord round his neck but everything was obviously fine I just would have liked to have been told. Seeing a different midwife an appointments wasn't reassuring. Would have been nice to have the same one. My friend who was expecting at the same time got books on stages of pregnancy and about money which you can claim, etc. I received none of these. I had a very long labour as my child was back to back. Then to get to the hospital to be told I couldn't have an epidural was disgusting! My midwife in the hospital was fantastic which was definitely what I needed but I wouldn't say when reaching the ward the midwives were very, very busy, didn't seem to have time to help answer questions.

9 I felt that the anti-natal check ups were very unorganised. At times I would be sat there for two hours and would see midwives and doctors sat down drinking tea and coffee when they should be looking after us. It was appalling when I had my caesarean. I felt there was no communication between doctors and nurses, and nobody told me what was going on. It made me panic a lot as I did not know what they were going to do to me. At one point I was left without my insulin infusion drip for nearly an hour which lead to very high blood sugars, which was dangerous for me and baby. I was very well looked after at (hospital name removed). The staff were brilliant in the care of me and my baby. As an older mother I was never made to feel different. Care after birth was not consistent. One 'morning shift' midwife did not bother to come and see me or give my medication even though I was in pain. Post birth visits by midwives should be from the same team. My midwife was part of the (name removed) team and I was visited at home by midwifes from the (name removed) team. As a result messages did not get passed on to my midwife and I did not receive visits as promised as and when needed. I feel I did not receive sufficient care after the birth until I was seen by my regular community midwife. The hospital care was very poor, I had an epidural and none of the midwives came to see me for so many hours. One health worker said to my partner about changing the baby's nappy because she did not want to change it, in the morning I asked for advice about feeding and one health worker held my baby really harsh, I was not given any advice nor was I supported I was appalled when I saw the midwives sitting and just laughing at the nurse station, I did not enjoy my stay and was desperate to come home. Although I thought I had good aftercare I was not advised about how to care for the stitches I had and I ended up busting the stitches. I wasn't told I had stitches at all. If anything I would like to have had more time and more explanation about my baby s growth from the appointments with the midwife i.e. what position he/she was in etc. I felt I didn't gain as much info/time as a first time Mum as I have had a child already. However, you do forget things and every time is special/different. My first born was in Steeton hospital in 2008, it was an assisted hospital delivery and midwife waited about 5 hours and I was trying to push. Staff decided to help me with vacuum after that time when baby was very weak already. Fortunately, baby boy is healthy but I think that hospital staff waited too long with (unreadable) labour. I was pleased because I am Catholic that I did not get pressure applied when I declined certain blood tests and I wasn't 'badgered' in any way - as in previous times. Also about contraception, my answer was accepted that we do not use because I am Catholic. This in my opinion was much better. I was respected. Maybe this could have been because I am an older Mum and maybe more 'set in my ways' as I am pro-life.

10 I felt that not enough care was given throughout pregnancy at the doctors by midwives and felt I was treated like another pregnant lady. I didn't feel important as a patient as I saw a different midwife at each appointment. When I was 35 weeks my so called midwife retired and had to be given another. I was very emotional and scared about giving birth and didn't have enough information. When I was in hospital giving birth I wasn't on a proper birthing bed as it was so (Unreadable Word) by the midwife had to leave me several times during labour to treat someone else. I was (Unreadable Word) to a birthing bed half an hour before I gave birth. I wasn't aware what was happening and thought there was something wrong with my baby. I wasn't given the pain relief I wanted and therefore was in a lot of pain during contractions although felt relaxed in between contractions my baby was distressed and needed help to get him out the care received then was excellent. I wasn't able to have (Unreadable Word) for long as my baby was (Unreadable) needed help to breathe. The hospital was very short staffed so when I needed help breastfeeding it wasn't as (Unreadable Word) as I would have liked. The care received was good to say they're very short staffed but this can be improved on. I moved house when my baby was 8 weeks old and I didn't get more information about appointment my own aftercare this should be improved on. I was under consultant care as I had a small baby previously - so found trips to the hospital difficult (I never actually saw the consultant - only midwives). That could be improved as travelling can be a problem in pregnancy. Would have been easier at GP surgery. However hospital care and midwife care during labour, birth, and 1st 6 weeks is excellent at (hospital name removed). No words are enough commendation for the staff. They are brilliant. Thank you. The care I received during my pregnancy was excellent, I felt very looked after. I spent a few days in (hospital name removed) after giving birth. I found the day staff didn't really get involved however the night staff was excellent. The room I was put in didn t have blinds that closed and the hospital was getting work done so I found it difficult to get changed. I also felt I couldn t ask the midwife to check my stitches as the builders could see into my room. I found the day staff ignored me and didn t help when asked for advice. I wanted to try to breastfeed my baby at first, which I did. However I felt some of the advice on how to breastfeed was a little too intense and made me feel pressurised. Wasn't diagnosed with obstetric Cholestasis till 37 weeks even though it was showing in blood tests much earlier. Kept getting sent home from hospital even though it was showing in the blood (I have since found out this). Once when I was in hospital on the antenatal ward with a chest infection one of the midwives was very rude to me and my partner and quite aggressive. Overall though the midwives at my doctors and the midwives that were there in my labour were very good. All was wonderful, thank you! I really enjoyed my stay in hospital after the birth I didn't want to come home. The antenatal appointment dates weren't given to me until late on at which time I missed some. I would have preferred to have been given this information further in advance in order for me to attend more classes. The second midwife I had during labour was called (name

11 removed) and she was brilliant! After having an emergency c-section I was only kept in Airdale Hospital for 2 days and was sent home even though I did not feel ready. After being at home for 2 days I had to be readmitted to hospital due to really bad tummy pains. I was again sent home after 2 days saying there was nothing wrong. After been at home for another 2 days I was re-admitted with same tummy pains plus sickness and constipation. I do not feel the care I got from all midwives was acceptable I feel that they felt I was just a pain most of the time they took half hour to answer the buzzer even when it was for when I needed help picking up my baby and feeding they also did not keep on top of my medication causing me to be in lots of pain most of the time. After giving birth and being taken to maternity ward, I did feel as though I was pretty much left to get on with things. I was told to buzz if I needed anything but staff were very busy. Wasn't sure if this was the norm or if it was because of it being a second baby. All the care given to me at the antenatal appointments, in the hospital and after the birth was excellent. The midwives were very encouraging, well mannered and caring. I feel as though midwives and other health professionals working in maternity care require lots of recognition for what they do, and although I am a health professional myself, no one ever assumed I would know or understand more than I did, nor did they speak to me on too lower level. I had a very pleasant time being pregnant, despite having high blood pressure and regular antenatal appointment. Both me and my partner felt very comfortable and assured during the care given by the midwives in (name removed) they were always very supportive and re-assuring when we had any questions or worries. Would recommend (name removed) to friends etc as we had a very positive experience. The maternity care which I received on the labour ward from hours on the 24/2/10 was excellent (I had seen several midwives prior to no continuity) right through to me and my child going onto ward (name removed) where the care deteriorated rapidly. I was more or less ignored, the baby was not physically checked by the midwife at any time (he was checked by a paediatrician), and I was severely sick and asked for something to stop it which never arrived. My baby was never fixed with a security tag; I was never examined or even spoke to a doctor before I was discharged. I was very disappointed with the care on ward (name removed) and would not recommend them to anyone. There were not enough midwives on duty. I had to wait in induction for over 8 hours before they had enough midwives to ensure a safe delivery. Overall good in some part of my pregnancy. Radio 1 to be available in (name removed) suite. For staff not to 'appear' to forget about you when you re alone on induction suite and let them know when they will (word unreadable) with. To scan all babies when going into induction suite to avoid wasting two days there and having a baby that is undiagnosed (remainder of sentence unreadable) breach and semi emergency caesarean section when fourteen days late.