CQC Maternity Services Report

In December 2022 Healthwatch Oldham and Healthwatch Rochdale were commissioned by the CQC to carry out time-limited engagement with partners and or family members who had supported a pregnant or birthing person through the maternity journey between September 2021 to February 2023. We co-produced a survey with the CQC which we circulated online, through various social media platforms but was also promoted through direct engagement at over 21 outreach sessions at 16 different care settings or community groups. In addition, we collected more in-depth experiences in 5 case studies and held 5 focus groups.

Mixed views and negative experiences, areas for consideration and focus for the CQC:

• Poor communication and levels of empathy shown – some partners expressed frustration at the lack of information provided and insufficient compassion of some of the staff involved in the care of their partner. Many of the negative experiences shared expressed that the maternity team seemed too busy and did not take the time to understand their individual needs or circumstances. Many of the negative experiences were that the partner’s views or involvement weren’t welcomed or considered. In some of the experiences, the individual practice of the health professional did not show the level of empathy or understanding that the partner or family member would have expected.
• Witnessing poor quality of care of their partner or family member – where negative experiences were shared the majority of these were regarding the quality of care at appointments, particularly where scans were significantly delayed and at hospital ante-natal settings, where the birthing person was required to wait for significant periods. Concerning the birthing experience, there was significant variation in the continuity of care between different departments and if a transfer of care was required when shifts changed. In many of these examples, the partner or family member didn’t feel that their experiences were being listened to and enough was done to rectify the poor experiences when they were raised.

Following our engagement work, through what partners and family members shared with us, the following are key areas for improvement from a lived experience point of view:

• Staff need more time so that they aren't as rushed and can provide more individualised care. Several people mentioned there could be a role for volunteers with direct experience in maternity services to provide some practical support in the hospital setting or ante-natal settings.
• Provide refresher training to convey the importance of compassionate care and deeper listening by key staff to the experiences and needs of the pregnant or birthing person and the partner or family member.
• Ensure the Birth Plan is continuously referred to throughout the whole maternity journey and added to as new information is shared. This should include cultural and individual needs.

•    Provide more information about whom to go to and how to raise a concern, if this is needed. Encourage people to speak up and have posters and other prompts to help aid this.