Patient and family complaints concerning nursing and midwifery care: applying a taxonomy to classify and analyse consumer complaints.

Objective To evaluate complaints from patients, their families, and caregivers concerning nursing and midwifery care using the Healthcare Complaints Analysis Tool. Methods A prospective cross-sectional study with data coded against the domains and categories outlined in the Healthcare Complaints Analysis Tool. Complaints were received between June and December 2020 to nursing and midwifery services of a health service in Melbourne, Australia. Data were extracted, and complaints de-identified. The content was analysed using the Healthcare Complaints Analysis Tool, including three main domains and seven problem categories. Results A total of 69 written complaints were received: 45% were from patients, 49% from family members, and 6% from friends. Coding of complaints against the taxonomy in the Healthcare Complaints Analysis Tool resulted in 214 complaint categories. Almost half (49.5%) of the complaints pertained to the Relationship domain (including aspects of Patients' Respect and Rights, Communication, and Listening), 34.6% to the Clinical domain and 15.9% to Management. The severity of the incidents described in the complaints were: 32.6% low severity, 51.6% medium severity, and 15.8% high severity. Despite having been categorised by the health service as relating to nursing or midwifery, 38% included other healthcare professionals, and 13% of the complainants (n = 9) did not refer to nurses or midwives at all. Conclusions Assessing consumer complaints with a validated taxonomy may offer ways to target areas of care and service provision that need improvement and highlight other areas performing well. Ongoing data collection and analysis may also inform training and information needs at the individual or service management level.

Labouring Together: Women's experiences of "Getting the care that I want and need" in maternity care.

OBJECTIVE: Poor interprofessional collaboration and lack of decision-making with women have been identified as being detrimental to the quality, safety, and experience of maternity care. The aim of the Labouring Together study was to explore childbearing women's preferences for and experiences of collaboration and control over decision-making in maternity care. DESIGN: A sequential, mixed-method, multi-site case study approach was used to explore the perceptions and experiences of childbearing women regarding collaboration and decision-making. Women's preferred role for decision-making compared to the actual experiences, and the influences upon their preferences and experiences of collaboration were explored using semi-structured interviews. An inductive approach was used for qualitative analysis of interviews, and cross-case analyses were conducted using replication logic. SETTING: Postnatal wards of 1 private and 3 public maternity services in both metropolitan and regional Victoria, Australia. PARTICIPANTS: Postnatal women, over the age of 18 years (n=182). FINDINGS: Half (48.3%) of the participants indicated a preference for a shared decision-making role and 35% preferred an active role. Only 16.7% participants indicated a preference for a passive role, however 24.4% of women reported experiencing a passive decision-making role during their maternity care. Statistically significant differences were also identified between preferences for and experiences of decision-making among women who chose the private obstetrician model of maternity care compared to the public maternity care system. Negative impacts upon women's autonomy over decision-making included: poor access to midwifery models of care; poor access to relational continuity of care; poor understanding of the rights of the woman; inadequate information for women about the risks and benefits of all proposed interventions; and a bureaucratic style of decision-making based upon a dominant discourse of risk avoidance that could ultimately veto the woman's choice. KEY CONCLUSIONS: Despite evidence of the benefits for women of having autonomy over decision-making in their own care, fundamental barriers were identified that hindered women's participation in collaboration in maternity care. Shared decision-making with childbearing women is not routine practice in maternity care in Victoria, Australia. IMPLICATIONS FOR PRACTICE: Relational continuity of care is imperative to promote the autonomy of childbearing women and an environment conducive to women's active engagement in maternity care and participation in shared decision-making.