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Table 4 Women’s suggestions related to experience of care

From: Women’s suggestions on how to improve the quality of maternal and newborn hospital care: a qualitative study in Italy using the WHO standards as framework for the analysis

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)