'Meet the Matrons' clinic: an initiative to improve patient experiences (2 November 2018)

Summary

The Midwifery Matrons at Northampton General Hospital NHS Trust (NGHT) led on service development to address unwarranted variation in practices identified in complaints being made to the midwifery team. This has led to improved experiences and better use of resources within the Trust.

Content

Key learning points

• Sharing information with the multi-disciplinary team helps break down barriers and reduce anxiety. Women should have an opportunity to discuss concerns and have questions answered face-to-face rather than a written response.

• There is a huge benefit for women to have access to a service that supports closure and shared understanding following a poor experience whether from the birth or postnatally. Providing reassurance that their concerns are addressed and there is organisational learning from their feedback.

• Women are at the centre of midwifery care. Always listening to what women want/need to ensure a positive birth experience improves the quality of care delivery.

• Passionate patient engagement is essential. Staff working within the service must value patient feedback and be driven to use it to develop services not just resolve a complaint.

• It’s important to not be afraid of saying ‘sorry’, this simple word can validate someone’s feeling and has made a huge difference.

• Enabling parents to feel positive about their birth reduces anxieties, increase confidence and reduces mental health problems following the birth.