Table 4 Exemplars illustrating a cumulative impact of interplay between themes

(a) ‘Not to plan and NOT okay’

[liked]: “my midwife - she finally listened to ME instead of so-called professionals”, [disliked]: “The hospitals recommendations were unnecessary/unwarranted. No attention to my wishes, induced for no reason and caused unnecessary pain/anguish/distress/depression”, [general]: “as above, not happy!” (antenatal change to TMH for clinical reason, 3212).

[liked]: “Not much really because i felt i was told nothing about my birth as i ended up having an emergency c-section wasn’t told why and didn’t get to see my baby after he was born for ages, also never got told that he wasn’t breathing when he was born it was my [child health] nurse who told me when my baby was over a month old. Very disappointing” (antenatal change to TMH after earthquake, 3360).

(b) ‘Not to plan and okay’

[liked]: “I never once felt worried, even when things were not going so well in Labour and after, I never had any reason to feel that everything would not be fine in the end. NICU, the [postnatal] Maternity Ward at [TMH] and my midwife were all fantastic and very helpful. Everything was pretty much excellent, and when [baby] decided to come early this posed no problem to anyone, the midwife was there straight away and the hospital provided professional fast service” (pre-admission labour change, 4050).

[liked]: “My Midwife - she was amazing, very personable and laid back”, [general]: “[TMH] had the most wonderful staff, from the ambulance drivers to the anesthetist, I felt very safe and informed in what was a difficult birth” (labour transfer PMU to TMH, 3413).

[liked]: “My son was born with the cord wrapped around his neck twice, not breathing, limp and very pale. I’m thankful to all the staff at both hospitals for acting quickly and saving his life. At [PMU] I was addressed by my name and felt they had a more genuine interest in me and my son. At [TMH] I was addressed as mummy and staff communication was very poor” (postnatal transfer PMU to TMH, 3251).