Kirklees embedding feedback into maternity services at Calderdale and Huddersfield NHS Foundation Trust

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Summary of report content

During a 3 week period from 21 November to 9 December 2016, Healthwatch Calderdale went out and spoke to as many people as possible who were currently accessing maternity services in Calderdale and Huddersfield and those who had used maternity services there in the past 2 years. People were asked to complete a survey, either online or on a paper copy . Healthwatch Calderdale gathered feedback from people by visiting a wide range of community-based and hospital based services across Calderdale and Huddersfield. During the 3 week engagement period, staff from Healthwatch Calderdale visited 9 health visiting clinics; 6 parent and toddler groups and breastfeeding support groups; 7 hospital-based antenatal and postnatal clinics, wards and birth centres. Healthwatch Calderdale also visited Local’s Support for Women and Antenatal Service (SWANS service) which works with pregnant women with complex social needs. 1260 people participatied in the survey. Healthwatch Calderdale used social media to promote the survey to a wider audience, using targeted messages and advertising. Staff who work in maternity services were also asked to give their feedback on how Calderdale and Huddersfield NHS Foundation Trust (CHFT) gather feedback from people who are using or have recently used maternity services. Staff were asked to complete a survey but staff from Healthwatch Calderdale also attended meetings and had open discussions with maternity staff to establish how the feedback process currently works and how staff feel this could be improved. Healthwatch Calderdale have anonymised all the comments they received about maternity services and sent these through to CHFT so that this feedback can be used to celebrate successes and to inform their quality improvement plans. This engagement has highlighted that there are many different ways that people would like to give feedback on maternity services and although CHFT are improving their friend and family test (FFT) response rate, more needs to be done to ensure feedback opportunities are accessible to all. Staff feel very well supported by senior management in the task of gathering feedback and it’s clear that a lot of time and effort is invested in analysing comments and setting actions as a result of feedback obtained. However, this dedication and commitment to the process of listening to and responding to feedback is not always communicated to people who use maternity services and much more needs to be done to inform people that their opinions are given very high priority and that improvements to services do happen as a result of feedback.

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General details

Report title 
Kirklees embedding feedback into maternity services at Calderdale and Huddersfield NHS Foundation Trust
Local Healthwatch 
Healthwatch Calderdale
Date of publication 
Tuesday, 17 January, 2017
Date evidence capture began 
Monday, 21 November, 2016
Date evidence capture finished 
Friday, 9 December, 2016
Type of report 
Report
Key themes 
Public involvement
Healthwatch reference number 
Rep-1063

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Engagement event
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Secondary care services 
Maternity

Details of people who shared their views

Number of people who shared their views 
1260
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Midwives
Service manager
Does the information include other people's views? 
Not known
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.