Table 4.
Women’s suggestions related to experience of care
| 3rd level – WHO Standard | 2nd level – Quality statement | 1st level - Women’s suggestions | On total women (N = 392) |
On total comments (N = 966) |
|---|---|---|---|---|
| Standard 4: Communication with women and their families is effective and responds to their needs and preferences | 4.1 All women and families receive info about the care and have effective interactions with the staff | Improve communication with patients (ie, active listening, asking/responding to questions, verifying the understanding, supporting women in problem solving) | 55 (14.0) | 56 (5.8) |
| Increase availability of easily understandable health education materials | 25 (6.4) | 25 (2.6) | ||
| Improve empathic behaviours | 4 (1.0) | 4 (0.4) | ||
| 4.2 Coordinate care, with clear, accurate information exchange between relevant health and social care professionals | Strengthen coordinated care and communication among health professionals | 30 (7.7) | 30 (3.1) | |
| Improve effective handover at shift changes and information exchange among different health professionals | 13 (3.3) | 13 (1.3) | ||
| Health professionals should introduce themselves | 8 (2.0) | 8 (0.8) | ||
| Standard 5: Women and newborn receive care with respect and preservation of their dignity | 5.1 Privacy around labour and childbirth, confidentiality respected | Ensure privacy during examinations and treatment and confidential | 3 (0.8) | 3 (0.3) |
| 5.2 No mistreatment such as physical, sexual or verbal abuse, discrimination, neglect, detainment, extortion or denial of services | Improve respect and dignity of mothers | 15 (3.8) | 15 (1.6) | |
| The mothers of small, sick newborns should be able to stay close to their babies | 9 (2.3) | 9 (0.9) | ||
| 5.3 All women have informed choices in the services they receive, and the reasons for interventions or outcomes are clearly explained | Improve tools/procedures for administering informed consent to women before examinations and procedures | 8 (2.0) | 8 (0.8) | |
| Standard 6: Every woman and her family are provided with emotional support that is sensitive to their needs and strengthens the woman’s capability | 6.1 Every woman is offered the option to experience labour and childbirth with the companion of her choice | Allow more extended presence of a companion of choice during labour and childbirth (eg, free visiting hours for at least one person during the whole hospitalization) | 111 (28.3) | 111 (11.5) |
| 6.2 Every woman receives support to strengthens her capability during childbirth | Encourage more women to adopt the position of their choice during labour and to walk around freely | 13 (3.3) | 13 (1.3) | |
| Increase respect for women’s choice and preferences | 21 (5.4) | 21 (2.2) | ||
| Extra | Not included in WHO Standards | Consider reshaping visiting time and rooms for relatives according to mothers’ preferences | 25 (6.4) | 25 (2.6) |
| Strengthen access to one to one care (ie, care by the same doctor one to one) | 5 (1.3) | 5 (0.5) | ||
| Facilitate the co-existence of public and private care within the same facility | 4 (1.0) | 4 (0.4) |