maternity outpaitent clinic patient experience survey 2017 · queensland health maternity...

Patient Safety and Quality Improvement Service

Queensland Health

Maternity Outpatient Clinic Patient Experience Survey 2017

Queensland

Queensland Health Maternity Outpatient Clinic Patient Experience Survey 2017

Published by the State of Queensland (Queensland Health), June 2018.

This document is licensed under a Creative Commons Attribution 3.0 Australia licence. To view a copy of this licence, visit https://creativecommons.org/licenses/by/3.0/au.

© State of Queensland (Queensland Health) 2018

You are free to copy, communicate and adapt the work, as long as you attribute the State of Queensland (Queensland Health).

For more information contact: Patient Safety and Quality Improvement Service, clinical Excellence Division, Department of Health, PO Box 2368, Fortitude Valley BC, QLD 4006, email [email protected], phone (07) 3328 9430.

Disclaimer: The content presented in this publication is distributed by the Queensland Government as an information source only. The State of Queensland makes no statements, representations or warranties about the accuracy, completeness or reliability of any information contained in this publication. The State of Queensland disclaims all responsibility and all liability (including without limitation for liability in negligence for all expenses, losses, damages and costs you might incur as a result of the information being inaccurate or incomplete in any way, and for any reason reliance was placed on such information).

iii

Contents 1 Executive summary ....................................................................................................................................1

1.1 Survey details, sample size and response rate ................................................................................................. 1

1.2 Headline survey results ...................................................................................................................................... 1 1.2.1 Overall rating of care ............................................................................................................................................ 1 1.2.2 Most favourable and unfavourable patient experience ......................................................................................... 1 1.2.3 Patient experience compared with 2015 .............................................................................................................. 2

2 Introduction .................................................................................................................................................3

3 Overall rating of care ..................................................................................................................................4 3.1 Rating of care received [Q7]............................................................................................................................... 5

4 Before the appointment ..............................................................................................................................6 4.1 Knew who to contact if concerned before appointment [Q6] ............................................................................. 7

4.2 Availability of suitable appointment times [Q8] .................................................................................................. 8

4.3 Offered other care options if not attending the hospital of first choice [Q15] .................................................... 9

5 Getting to hospital ..................................................................................................................................... 10 5.1 Given information on how to get to hospital [Q21] ........................................................................................... 11

6 Arrival at clinic .......................................................................................................................................... 12 6.1 Courtesy of receptionist [Q22] .......................................................................................................................... 13

6.2 Privacy at reception [Q23] ................................................................................................................................ 14

7 Waiting at the clinic................................................................................................................................... 15 7.1 Length of wait after stated appointment time [Q24] ......................................................................................... 16

7.2 Advised of expected wait time [Q25] ................................................................................................................ 17

7.3 Accuracy of wait time advice [Q26] .................................................................................................................. 18

7.4 Apology for delay [Q27] .................................................................................................................................... 19

8 Environment and facilities ........................................................................................................................ 20 8.1 Things available to occupy other children [Q29] .............................................................................................. 21

8.2 Cleanliness of the maternity clinic [Q30] .......................................................................................................... 22

8.3 Cleanliness of the toilets at the maternity clinic [Q31] ..................................................................................... 23

9 Referral from another hospital ................................................................................................................. 24 9.1 Transfer of medical information [Q17] .............................................................................................................. 25

9.2 Transfer of test results [Q19] ............................................................................................................................ 26

9.3 Redo tests because results not transferred [Q20] ........................................................................................... 27

10 Tests ........................................................................................................................................................ 28 10.1 Reason for tests explained in understandable way [Q33] ............................................................................. 29

10.2 Advised how test results would be provided [Q34] ........................................................................................ 30

10.3 Tests results explained in understandable way [Q35] ................................................................................... 31

11 Model of care ........................................................................................................................................... 32 11.1 Model of care [Q36] ........................................................................................................................................ 33

12 Doctors .................................................................................................................................................... 34 12.1 How often same doctor seen at maternity clinic [Q39] .................................................................................. 35

12.2 Main doctor seen at maternity clinic was present at birth [Q40] .................................................................... 36

12.3 Sufficient time to discuss health with doctors [Q41]....................................................................................... 37

12.4 Doctors' perceived knowledge of medical history [Q42] ................................................................................ 38

12.5 Reasons for examinations, treatments, referrals etc. explained by doctors in a way mothers understood [Q43] ........ 39

12.6 Doctors listened to mothers [Q44] .................................................................................................................. 40

12.7 Felt comfortable to ask questions or discuss concerns with doctors [Q45] ................................................... 41

12.8 Understandable answers from doctors to mothers' questions [Q46] ............................................................. 42

12.9 Confidence and trust in doctors [Q47] ............................................................................................................ 43

12.10 Doctors discussed mothers' worries/fears about conditions or treatments [Q49] ....................................... 44

12.11 Felt supported after discussing worries or fears with doctors [Q50] ............................................................ 45

iv

13 Midwives .................................................................................................................................................. 46 13.1 How often same midwife seen at maternity clinic [Q37] ................................................................................ 47

13.2 Main midwife seen at maternity clinic was present at birth [Q38] .................................................................. 48

13.3 Sufficient time to discuss health with midwives [Q51] ................................................................................... 49

13.4 Reasons for examinations, treatments, referrals etc. explained by midwives in a way mothers understood [Q52] ......... 50

13.5 Midwives listened to mothers [Q53] ............................................................................................................... 51

13.6 Felt comfortable to ask questions or discuss concerns with midwives [Q54] ................................................ 52

13.7 Understandable answers from midwives to mothers' questions [Q55] .......................................................... 53

13.8 Confidence and trust in midwives [Q56] ......................................................................................................... 54

13.9 Midwives discussed mothers' worries/fears about conditions or treatments [Q58] ....................................... 55

13.10 Felt supported after discussing worries or fears with midwives [Q59] ......................................................... 56

14 Healthy lifestyle assessment and support ............................................................................................ 57 14.1 Smoking status check [Q60] .......................................................................................................................... 58

14.2 Quit smoking support provided [Q62a] .......................................................................................................... 59

14.3 Drinking status check [Q63] ........................................................................................................................... 60

14.4 Quit drinking support provided [Q65a] ........................................................................................................... 61

14.5 Alcohol guideline advice [Q66] ....................................................................................................................... 62

14.6 Weight check [Q67] ......................................................................................................................................... 63

14.7 Healthy weight support provided [Q69a] ........................................................................................................ 64

14.8 Breastfeeding discussion [Q70] ..................................................................................................................... 65

15 Care and treatment ................................................................................................................................... 66 15.1 Treated with respect and dignity [Q86] .......................................................................................................... 67

15.2 Emotional health supported [Q87] .................................................................................................................. 68

15.3 Cultural needs respected [Q88] ..................................................................................................................... 69

15.4 Sufficient privacy during examination or treatment [Q72] .............................................................................. 70

15.5 Permission asked for medical/midwifery students to be present during treatment or examination [Q77] .... 71

15.6 Involved as much as desired in decisions about care and treatment [Q73] .................................................. 72

15.7 Mothers asked what was important to them [Q74] ........................................................................................ 73

15.8 Pregnancy and birthing options discussed [Q75] .......................................................................................... 74

16 Information ............................................................................................................................................... 75 16.1 Given printed information about pregnancy or birth [Q10] ............................................................................. 76

16.2 Usefulness of printed information about pregnancy or birth [Q11] ................................................................ 77

16.3 Reason printed information about pregnancy or birth not useful [Q12] ......................................................... 78

16.4 Preferred means of accessing information [Q13] .......................................................................................... 79

16.5 Sufficient information about pregnancy and birth [Q71]................................................................................. 80

16.6 Information provided to GP [Q78] .................................................................................................................. 81

16.7 Discussed next step after clinic appointment [Q79] ....................................................................................... 82

16.8 Advised who to contact if worried [Q80] ......................................................................................................... 83

17 Telephone support ................................................................................................................................... 84 17.1 Time to get to speak with the right person when phoning the hospital with concerns [Q82] ........................ 85

17.2 Number of people spoken with before right person when phoning the hospital with concerns [Q83] .......... 86

17.3 Helpfulness of advice when phoning the hospital with concerns [Q84] ......................................................... 87

17.4 Reason advice not helpful when phoning the hospital with concerns [Q85] ................................................. 88

18 Complaints ............................................................................................................................................... 89 18.1 Information on how to provide feedback [Q89] .............................................................................................. 90

19 Aboriginal and Torres Strait Islander mothers' cultural needs ................................................................ 91 19.1 Checked whether cultural practices desired in birthing plan [Q94]................................................................ 92

19.2 Provision of culturally appropriate resources [Q95] ....................................................................................... 93

19.3 Offered support from an Aboriginal or Torres Strait Islander health worker or hospital liaison officer [Q96] 94

19.4 Recommend clinic to Aboriginal and Torres Strait Islander family and friends [Q97] ................................... 95

v

Appendix A Results summary ................................................................................................................. 96

Appendix B General information .............................................................................................................. 99 B.1 Survey objectives ............................................................................................................................................. 99

B.2 Methodology ..................................................................................................................................................... 99 B.2.1 Questionnaire design ......................................................................................................................................... 99 B.2.2 Scope ................................................................................................................................................................. 99 B.2.3 Sampling ............................................................................................................................................................ 99

B.2.4 Peer groups ................................................................................................................................................. 100

B.2.5 Pre-approach letter ..................................................................................................................................... 100

B.2.6 Response rate ............................................................................................................................................. 100 B.2.7 Sample characteristics and weighting ............................................................................................................. 101

B.3 Data analysis and presentation ..................................................................................................................... 101 B.3.1 How to interpret charts .................................................................................................................................... 101 B.3.2 Output interpretation ........................................................................................................................................ 102 B.3.3 Significance testing .......................................................................................................................................... 102

Appendix C Peer groups ........................................................................................................................ 103

Appendix D Facilities by Hospital and Health Service ........................................................................... 104

Appendix E Definitions of most favourable responses ......................................................................... 105

Appendix F Questionnaire changes ...................................................................................................... 110

Appendix G Questionnaire ..................................................................................................................... 111

1 Executive summary 1.1 Survey details, sample size and response rate The Maternity Outpatient Clinic Patient Experience Survey 2017 was conducted by the Queensland Government Statistician’s Office (QGSO) on behalf of Queensland Health. It was conducted using computer assisted telephone interviewing from October to November 2017.

A total of 6,082 interviews were completed of mothers who visited maternity outpatient clinics in Queensland public hospitals between July and September 2017. The survey included the 45 largest public facilities in Queensland with maternity outpatient clinics, 31 of which were also included in the 2015 survey. The response rate across all facilities in the survey was 43%.

Facilities have been grouped into four ‘peer groups’ that provide similar services1 to allow for valid comparisons between facilities within each peer group (see Appendix C). The results of this survey will be used in monitoring and evaluating the quality of health services provided and to assist in quality improvement activity planning at the facility and statewide levels. The results from this survey will be compared to the results from the previous survey where possible.

1.2 Headline survey results 1.2.1 Overall rating of care Sixty-two per cent of mothers who attended maternity outpatient clinics in Queensland public facilities rated the care they received as very good, 29% as good and 7% as adequate.

1.2.2 Most favourable and unfavourable patient experience The following areas received the highest proportions of most favourable ratings and the highest proportions of unfavourable ratings from mothers who attended maternity outpatient clinics at Queensland public facilities. Questions where some of the care may have been received from health service providers not related to the hospital are not included. See Appendix E for the classification of most favourable/unfavourable responses.

Areas of most favourable patient experience • 97% were asked by a doctor or midwife at the maternity clinic whether they smoked [Q60, p58]• 96% were asked by a doctor or midwife at the maternity clinic whether they drank alcohol [Q63, p60]• 95% were given printed information about their pregnancy or birth [Q10, p76]• 94% were told about the Quitline or provided with information to help stop smoking [Q62a, p59]• 94% found the printed information about their pregnancy or birth was useful [Q11, p77].

Areas of most unfavourable patient experience • 89% were not always advised of the expected wait time [Q25, p17]• 64% did not always receive an apology if there was more than 15 minutes delay [Q27, p19]• 58% were able to be overheard by other patients when speaking with a receptionist [Q23, p14]• 56% did not always feel supported after discussing worries or fears with doctors [Q50, p45]• 54% were not told, and did not see, information about how to provide a compliment or complaint

about the care they received [Q89, p90].

1 Peer groups were based on the self-assessed level of the maternity service, according to the Clinical Services Capability Framework for public and licensed private health facilities (CSCF) v3.2 – Queensland 2014.

Queensland Health Maternity Outpatient Clinic Patient Experience Survey 2017 1

1.2.3 Patient experience compared with 2015 Queensland public hospital maternity outpatient clinic results from the 2017 survey were compared with the 2015 survey results. The areas that had statistically significantly more favourable and less favourable results than in 2015 are listed below. See Appendix E for the classification of most favourable responses.

Areas of improved performance (per cent favourable responses, 2017 vs 2015)

• 'Definitely' given adequate information about how to get to the hospital before first appointment(69% vs 45%) [Q21, p11]

• Seen within 15 minutes of stated appointment time (52% vs 46%) [Q24, p16]• Maternity clinic was 'very clean' (77% vs 74%) [Q30, p22]• Weight was monitored during pregnancy (79% vs 70%) [Q67, p63]• Asked whether specific Aboriginal and/or Torres Strait Islander cultural practices required in

birthing plan (48% vs 35%) [Q94, p92].

Areas of reduced performance (per cent favourable responses, 2017 vs 2015)

• 'Always' able to get an appointment time that suited (54% vs 58%) [Q8, p8]• Not able to be overheard by other patients when speaking with receptionist (42% vs 47%) [Q23,

p14]• Staff 'always' explained the purpose of tests in an understandable way (81% vs 84%) [Q33, p29]• Staff 'always' explained the results of tests in an understandable way (67% vs 70%) [Q35, p31]• Doctors 'always' gave understandable answers to important questions (64% vs 69%) [Q46, p42]• Midwives 'always' listened to what mothers had to say (83% vs 86%) [Q53, p51]• Midwives 'always' gave understandable answers to important questions (77% vs 81%) [Q55, p53]• 'Always' had confidence and trust in the examining or treating midwife (74% vs 78%) [Q56, p54]• Doctor or midwife discussed breastfeeding (80% vs 82%) [Q70, p65]• 'Always' treated with respect and dignity (82% vs 84%) [Q86, p67]• 'Always' asked for permission when medical or midwifery students were to be present during

treatments/examinations (77% vs 80%) [Q77, p71]• Staff 'always' discussed with me what would happen next (after the clinic appointment) (77% vs

84%) [Q79, p82]• Told or saw information about how to provide a compliment or complaint about the care received

(46% vs 62%) [Q89, p90].


2 Introduction The Maternity Outpatient Clinic Patient Experience Survey 2017 was conducted by the Queensland Government Statistician’s Office (QGSO) on behalf of Queensland Health. It was conducted using computer assisted telephone interviewing from October to November 2017.

This is the second time this survey has been run, the previous time being in 2015. The survey included 45 public facilities across Queensland, 31 of which were also included in the 2015 survey.

For each participating facility, eligible mothers who had attended the maternity outpatient clinic between July and September 2017 were selected for the survey. For the largest of the facilities, a random sample of mothers was selected to achieve at least 300 completed interviews, and a census of remaining facilities was attempted.

This report presents the findings from the 2017 survey of mothers who attended maternity outpatient clinics, with peer group and statewide comparisons. As results are weighted up to population totals, reported percentages represent estimated population proportions. The report also highlights differences from the 2015 results. Significance testing was performed in Appendix A to test for differences. All differences noted are significant at the 95% significance level.

More information on the methodology is included in Appendix B.

Graphs

Graphs in this report are divided into two sections. The top section shows the results for Queensland in 2017, Queensland in 2015 where comparable, and the four peer groups. The bottom section shows the results for each facility ranked by their performance according to the most favourable categories, with the highest performing facilities at the top.

In the case of neutral measures (those without a most favourable classification), facilities are ordered by peer group, and alphabetically within peer groups.

Note that facilities are omitted from the bottom section of the graphs if they have fewer than 30 interviews overall, or fewer than 20 responses to that question, as response counts are considered too small to produce statistically reliable results. However, these responses have been included in the calculation of overall Queensland and peer group results. Facilities with fewer than 30 interviews are those with ‘unweighted counts’ report format in Appendix C.

Values are displayed on the graphs where space allows and are rounded to whole numbers. Due to these factors, the sum of responses displayed may not always equal 100%.

Only the relevant categories have been included in calculating the percentages used for each graph, with responses such as ‘didn’t need’ and ‘don’t know’ generally not included. Please refer to Appendix E for more information on the response categories included and excluded from each graph.

2 Peer groups were based on the self-assessed level of the maternity service, according to the Clinical Services Capability Framework for public and licensed private health facilities (CSCF) v3.2 – Queensland 2014.

Facilities have been grouped into four ‘peer groups’ that provide similar services2 to allow for valid comparisons between facilities within each peer group (see Appendix C). The results of this survey will be used in monitoring and evaluating the quality of health services provided and to assist in quality improvement activity planning at the facility and statewide levels. The results from this survey will be compared to the results from the previous survey where possible.


3 Overall rating of care All mothers were asked the following question:

1. Overall, how would you rate the care you received while in the maternity clinic? [Q7]


3.1 Q7 Rating of care received

All mothers were asked: Overall, how would you rate the care you received in the maternity clinic?

Mothers responding

61%

62%

62%

60%

66%

67%

30%

29%

29%

31%

27%

21%

7%

7%

6%

7%

6%

9%

5437

6081

1527

2949

1390

215

Very good Good Adequate Poor Very poor

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

85%

81%

80%

75%

73%

73%

71%

67%

67%

66%

65%

64%

63%

63%

63%

62%

62%

62%

62%

62%

61%

60%

60%

59%

58%

58%

57%

57%

54%

51%

48%

13%

14%

14%

17%

21%

21%

29%

31%

24%

29%

28%

28%

31%

30%

29%

30%

29%

27%

26%

23%

31%

34%

29%

30%

32%

33%

26%

33%

26%

38%

37%

4%

6%

8%

6%

5%

8%

5%

6%

4%

6%

7%

6%

4%

9%

9%

11%

6%

5%

8%

9%

8%

7%

12%

8%

14%

9%

11%

4%

4%

7%

3%

94

105

46

39

35

306

34

49

64

90

305

250

52

305

306

110

305

176

305

187

306

126

307

107

306

305

248

304

88

305

305

Mrba

Beaud

Ppine

Ayr

Bowen

Cab

CapCst

Attn

Innisfl

Gympie

MatM

Bund

Wrck

Rdlnd

GCUH

Emld

Logan

Gdstn

Mky

HBay

Rdclf

MtIsa

TTH

Kroy

Ips

SCUH

Rockn

RBWH

Maryb

Cairns

Tmba

Ranking in the graph is based on the percentage of most favourable response(s). See Appendix E for the definitions of most favourable responses. Results for facilities with fewer than 30 interviews are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.


4 Before the appointment Mothers were asked the following questions:

1. Before your (first) appointment, did you know who to contact if you had any concerns about yourand your baby’s health? [Q6]

2. (How often) Were you able to get an appointment time that suited you? [Q8]

3. [If not attending hospital of first choice] Were you provided with other options, such as care viatelehealth? [Q15]


This question may have been interpreted by respondents as referring to before their first appointment, or before any of their appointments. Results for this question reflect mothers' experiences of care received from the facility, or health service providers not related to the facility. The following responses have been excluded from results: "Don't know" and "Refused to answer"

Mothers responding

83%

77%

76%

77%

80%

78%

17%

23%

24%

23%

20%

22%

5419

6058

1519

2939

1385

215

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

CSCF Levels 5/675%

75%

80%

68%

79%

25%

25%

20%

32%

21%

305

303

304

301

306

Cairns

GCUH

MatM

RBWH

TTH

CSCF Level 475%

79%

79%

79%

75%

80%

75%

77%

82%

77%

76%

25%

21%

21%

21%

25%

20%

25%

23%

18%

23%

24%

250

305

187

303

304

304

126

305

247

304

304

Bund

Cab

HBay

Ips

Logan

Mky

MtIsa

Rdclf

Rockn

SCUH

Tmba

CSCF Level 384%

93%

86%

75%

75%

87%

74%

76%

84%

78%

79%

86%

16%

7%

14%

25%

25%

13%

26%

24%

16%

22%

21%

14%

49

39

104

109

176

90

63

107

92

46

305

52

Attn

Ayr

Beaud

Emld

Gdstn

Gympie

Innisfl

Kroy

Mrba

Ppine

Rdlnd

Wrck

CSCF Level 182%

88%

75%

18%

12%

25%

35

34

88

Bowen

CapCst

Maryb

4.1 Q6 Knew who to contact if concerned before appointmentAll mothers were asked: Before your (first) appointment, did you know who to contact if you had any concerns about your and

your baby's health?

Results for facilities with fewer than 30 interviews are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.


4.2 Q8 Availability of suitable appointment times

All mothers were asked: (How often) Were you able to get an appointment time that suited you?

Mothers who had only attended a single appointment responded 'Yes' or 'No'. The following responses have been excluded from results: "I did not have an appointment", "Don't know" and "Refused to answer".

Mothers responding

58%

54%

52%

55%

58%

58%

28%

30%

30%

30%

28%

29%

8%

10%

11%

9%

10%

8%

3%

3%

4%

3%

3%

5381

6039

1513

2931

1381

214

Always/Yes Mostly Sometimes Rarely Never/No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

85%

81%

77%

70%

68%

68%

67%

67%

67%

66%

66%

66%

63%

61%

60%

60%

59%

58%

57%

56%

56%

55%

54%

54%

53%

52%

49%

46%

46%

46%

42%

9%

15%

20%

14%

26%

24%

23%

23%

19%

27%

29%

34%

30%

28%

31%

22%

26%

25%

31%

26%

32%

30%

30%

28%

31%

32%

29%

33%

32%

32%

38%

5%

4%

10%

5%

8%

5%

8%

4%

5%

4%

7%

8%

10%

9%

10%

7%

5%

7%

9%

11%

10%

10%

13%

13%

15%

15%

15%

13%

3%

6%

3%

5%

7%

4%

4%

5%

4%

5%

5%

4%

3%

4%

4%

6%

4%

6%

94

46

104

64

175

49

52

87

109

303

39

35

306

306

107

243

247

304

305

184

305

306

124

296

304

34

303

302

87

304

304

Mrba

Ppine

Beaud

Innisfl

Gdstn

Attn

Wrck

Gympie

Emld

Mky

Ayr

Bowen

Cab

Ips

Kroy

Rockn

Bund

Tmba

TTH

HBay

GCUH

Logan

MtIsa

MatM

Rdclf

CapCst

Cairns

Rdlnd

Maryb

RBWH

SCUH



4.3 Q15 Offered other care options if not attending the hospital of first choice

Results for this question reflect mothers' experiences of care received from this facility or another facility.

Mothersresponding

20%

21%

19%

24%

13%

80%

79%

81%

76%

87%

403

481

82

270

115

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Levels 5/64%

15%

96%

85%

23

29

Cairns

RBWH

CSCF Level 429%

11%

20%

29%

26%

28%

51%

71%

89%

80%

71%

74%

72%

49%

23

43

46

32

36

21

26

Cab

Ips

Logan

Rdclf

Rockn

SCUH

Tmba

CSCF Level 311% 89% 25Rdlnd

Mothers who were not attending the hospital of first choice were asked: Were you provided with other options, such as

care via telehealth?

Results for facilities with fewer than 30 interviews and facilities or peer groups with fewer than 20 responses to this question are not displayed in the graph, but have been included in the calculation of overall Queensland and peer group results.


5 Getting to hospital All mothers were asked the following question:

1. Before your (first) appointment at [the] maternity clinic, were you given information about how toget to [the hospital]? [Q21]


5.1 Q21 Given information on how to get to hospital

This question was modified in 2017, therefore care should be taken when making comparisons with previous results.

Mothers responding

45%

69%

72%

64%

69%

71%

7%

12%

11%

16%

13%

13%

49%

18%

17%

21%

19%

15%

1441

1930

565

945

369

51

Yes, definitely Yes, but it could be improved No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

86%

83%

81%

80%

74%

73%

72%

72%

72%

69%

69%

69%

68%

68%

65%

65%

64%

64%

61%

60%

58%

55%

54%

54%

10%

8%

16%

8%

12%

10%

16%

7%

16%

9%

11%

19%

13%

15%

11%

14%

15%

11%

19%

23%

27%

10%

14%

8%

11%

20%

10%

19%

16%

18%

13%

24%

15%

22%

21%

13%

22%

20%

24%

22%

24%

29%

23%

22%

18%

36%

23

83

165

26

101

81

90

84

83

26

27

34

78

55

27

121

95

93

77

112

103

177

22

28

Mrba

Cab

MatM

Emld

Cairns

Rockn

Mky

TTH

Bund

MtIsa

Innisfl

HBay

Logan

Gdstn

Beaud

Rdclf

Ips

Rdlnd

Tmba

RBWH

GCUH

SCUH

Maryb

Kroy

All mothers were asked: Before your (first) appointment at [the] maternity clinic, were you given information about how

to get to [the hospital]?

Ranking in the graph is based on the percentage of most favourable response(s). See Appendix E for the definitions of most favourable responses. Results for facilities with fewer than 30 interviews or fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.


6 Arrival at the clinic Mothers were asked the following questions:

1. When you arrived at the maternity clinic, how would you rate the courtesy of the receptionist?[Q22]

2. [If spoke with a receptionist] In the reception area, could other patients overhear what you talkedabout with the receptionist? [Q23]


6.1 Q22 Courtesy of receptionist

All mothers were asked: When you arrived at the maternity clinic, how would you rate the courtesy of the receptionist?

The following responses have been excluded from results: "Did not deal with a receptionist", "Don't know" and "Refused to answer".

Mothers responding

37%

40%

37%

44%

42%

50%

31%

29%

29%

30%

28%

27%

24%

23%

25%

19%

22%

16%

5%

6%

6%

5%

6%

3%

5320

5990

1513

2898

1366

213

Excellent Very good Good Fair Poor Very poor

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

77%

67%

66%

61%

61%

59%

69%

61%

57%

48%

49%

54%

45%

45%

42%

49%

41%

43%

26%

38%

41%

38%

38%

25%

33%

35%

33%

35%

31%

36%

34%

21%

23%

23%

27%

26%

25%

14%

22%

26%

30%

30%

23%

32%

31%

33%

24%

32%

28%

44%

31%

27%

29%

28%

40%

32%

27%

29%

26%

30%

24%

25%

8%

8%

11%

14%

14%

11%

15%

13%

17%

16%

18%

19%

18%

20%

25%

20%

24%

25%

25%

24%

26%

26%

25%

26%

27%

25%

28%

27%

21%

26%

3%

3%

4%

4%

5%

6%

4%

5%

4%

5%

5%

6%

4%

7%

8%

11%

8%

9%

11%

9%

5%

3%

3%

8%

5%

34

105

94

301

90

51

35

48

108

299

303

106

60

250

304

44

303

305

39

297

296

303

304

88

236

170

299

126

303

181

304

CapCst

Beaud

Mrba

Cab

Gympie

Wrck

Bowen

Attn

Emld

SCUH

Rdclf

Kroy

Innisfl

Bund

Logan

Ppine

Tmba

TTH

Ayr

MatM

Mky

GCUH

Cairns

Maryb

Rockn

Gdstn

Ips

MtIsa

Rdlnd

HBay

RBWH



6.2 Q23 Privacy at receptionMothers who spoke with a receptionist were asked: In the reception area, could other patients overhear what you

talked about with the receptionist?

Mothers responding

47%

42%

44%

39%

40%

57%

53%

58%

56%

61%

60%

43%

5163

5797

1463

2800

1326

208

No Yes

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

67%

62%

61%

58%

57%

57%

57%

56%

53%

52%

51%

51%

51%

50%

49%

49%

46%

45%

42%

41%

40%

39%

39%

36%

35%

34%

34%

34%

25%

24%

24%

33%

38%

39%

42%

43%

43%

43%

44%

47%

48%

49%

49%

49%

50%

51%

51%

54%

55%

58%

59%

60%

61%

61%

64%

65%

66%

66%

66%

75%

76%

76%

43

295

33

165

107

285

89

84

103

35

286

39

295

291

124

226

57

297

279

51

297

246

293

172

296

292

103

291

48

89

290

Ppine

TTH

CapCst

Gdstn

Emld

Cab

Mrba

Maryb

Beaud

Bowen

Mky

Ayr

GCUH

SCUH

MtIsa

Rockn

Innisfl

Cairns

MatM

Wrck

RBWH

Bund

Logan

HBay

Tmba

Rdlnd

Kroy

Rdclf

Attn

Gympie

Ips



7 Waiting at the clinic Mothers were asked the following questions:

1. (On average) How long after the stated appointment time did your appointment(s) start? [Q24]

2. (How often) Were you advised how long you would have to wait? [Q25]

3. (In general) Was your actual wait longer, shorter, or about the length you were advised? [Q26]

4. (How often) Did someone apologise for the delay? [Q27]


7.1 Q24 Length of wait after stated appointment timeAll mothers were asked: (On average) How long after the stated appointment time did your appointment(s) start?

The following responses have been excluded from results: "Didn't have an appointment", "Don't know" and "Refused to answer".

Mothers responding

21%

23%

23%

21%

27%

42%

25%

28%

28%

27%

33%

31%

24%

23%

23%

25%

21%

19%

17%

16%

15%

17%

15%

5%

10%

8%

9%

8%

4%

3% 5404

6050

1516

2939

1381

214

Seen on time, or early Waited up to 15 minutes Waited 16–30 minutes Waited 31–60 minutes Waited more than 1 hour but no more than 2 hoursWaited more than 2 hours

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

65%

61%

48%

54%

48%

47%

38%

43%

38%

31%

43%

37%

27%

29%

31%

25%

23%

20%

22%

20%

20%

14%

16%

20%

10%

17%

11%

16%

16%

11%

15%

30%

31%

40%

34%

38%

36%

44%

38%

37%

41%

26%

30%

39%

33%

30%

31%

29%

30%

27%

27%

28%

32%

30%

26%

33%

20%

26%

19%

18%

14%

10%

5%

6%

10%

6%

12%

11%

11%

14%

23%

17%

9%

21%

20%

24%

22%

21%

24%

26%

25%

25%

32%

27%

27%

38%

31%

20%

21%

21%

27%

20%

15%

4%

4%

6%

5%

9%

11%

9%

9%

11%

11%

14%

15%

17%

19%

17%

11%

22%

21%

8%

20%

21%

31%

21%

21%

22%

20%

8%

3%

5%

5%

8%

6%

6%

7%

10%

7%

5%

6%

7%

5%

17%

9%

15%

17%

24%

28%

3%

5%

7%

8%

12%

104

35

94

51

46

110

34

87

49

249

63

305

175

298

304

185

305

305

126

306

244

305

306

87

39

304

106

304

306

302

306

Beaud

Bowen

Mrba

Wrck

Ppine

Emld

CapCst

Gympie

Attn

Bund

Innisfl

Cab

Gdstn

MatM

Mky

HBay

Ips

SCUH

MtIsa

GCUH

Rockn

Rdlnd

Logan

Maryb

Ayr

RBWH

Kroy

Tmba

Rdclf

Cairns

TTH



7.2 Q25 Advised of expected wait time

Mothers who had only attended a single appointment responded 'Yes' or 'No'.

Mothers responding

9%

11%

14%

8%

6%

10%

6%

7%

8%

6%

5%

9%

9%

12%

16%

8%

8%

12%

7%

8%

7%

9%

7%

20%

69%

62%

55%

69%

74%

49%

2768

2840

914

1429

438

59


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

24%

21%

20%

19%

18%

14%

12%

11%

11%

10%

10%

10%

8%

7%

7%

7%

5%

4%

4%

3%

3%

3%

10%

13%

6%

4%

11%

8%

6%

9%

11%

8%

6%

5%

8%

3%

4%

3%

7%

4%

4%

10%

19%

5%

15%

12%

18%

21%

16%

15%

11%

6%

7%

12%

10%

4%

9%

7%

8%

7%

7%

9%

6%

10%

5%

13%

10%

9%

6%

8%

11%

11%

23%

12%

12%

9%

7%

4%

6%

7%

6%

12%

8%

11%

6%

14%

42%

47%

49%

57%

47%

48%

54%

53%

45%

63%

65%

64%

66%

80%

74%

76%

74%

73%

77%

68%

83%

73%

20

99

67

224

191

110

129

67

47

231

149

195

117

79

158

59

168

153

203

22

162

70

Innisfl

Cab

MtIsa

Cairns

RBWH

MatM

Rockn

Kroy

Maryb

TTH

Ips

Tmba

Mky

HBay

GCUH

Gdstn

Logan

SCUH

Rdclf

Ayr

Rdlnd

Bund

Mothers who waited for more than 15 minutes after their stated appointment time were asked: (How often) Were you advised how long you would have to wait?



7.3 Q26 Accuracy of wait time adviceMothers who waited for longer than 15 minutes after stated appointment time and were advised of their expected wait time were asked: (In general) Was your actual wait longer, shorter, or about the length you were advised?

Mothers responding

12%

14%

14%

14%

11%

22%

55%

51%

46%

55%

65%

60%

33%

36%

40%

31%

24%

18%

805

995

371

447

149

28

Shorter About as long as advised Longer

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

25%

9%

16%

12%

14%

15%

25%

22%

14%

10%

23%

7%

21%

10%

7%

3%

6%

62%

77%

57%

62%

59%

57%

47%

47%

55%

59%

45%

60%

45%

53%

54%

54%

43%

13%

15%

26%

27%

27%

27%

28%

31%

31%

31%

32%

33%

34%

37%

39%

43%

51%

24

25

41

33

35

39

92

58

50

67

49

83

55

47

38

27

100

Maryb

Rdlnd

GCUH

MtIsa

SCUH

Logan

Cairns

Rockn

Ips

Tmba

Cab

TTH

MatM

Rdclf

Mky

Kroy

RBWH



7.4 Q27 Apology for delay

Mothers who waited for longer than 15 minutes were asked: (How often) Did someone apologise for the delay?


Mothers responding

36%

36%

36%

36%

34%

37%

12%

13%

14%

12%

13%

26%

14%

17%

18%

16%

17%

20%

10%

10%

10%

11%

9%

5%

28%

23%

21%

25%

27%

12%

2752

2815

903

1421

433

58


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

49%

48%

46%

43%

40%

40%

39%

39%

38%

34%

33%

33%

33%

32%

32%

30%

30%

30%

28%

28%

27%

17%

8%

6%

14%

14%

12%

21%

13%

16%

16%

6%

17%

9%

16%

8%

17%

12%

25%

12%

13%

10%

30%

15%

16%

18%

18%

17%

12%

17%

18%

16%

15%

17%

22%

17%

17%

16%

15%

20%

19%

18%

17%

16%

25%

21%

10%

13%

7%

6%

12%

13%

9%

15%

7%

18%

8%

14%

9%

11%

11%

14%

5%

10%

9%

6%

7%

14%

17%

15%

15%

20%

23%

10%

21%

14%

25%

24%

20%

27%

25%

33%

25%

24%

20%

30%

32%

40%

11%

33%

128

21

111

153

117

99

67

66

167

194

59

202

229

148

153

188

20

222

159

78

46

68

Rockn

Ayr

MatM

SCUH

Mky

Cab

MtIsa

Kroy

Logan

Tmba

Gdstn

Rdclf

TTH

Ips

GCUH

RBWH

Innisfl

Cairns

Rdlnd

HBay

Maryb

Bund



8 Environment and facilities Mothers were asked the following questions:

1. (How often) Were there things available to occupy [accompanying children], for example books,toys, videos or play equipment? [Q29]

2. (In general) How clean was the maternity clinic? [Q30]

3. (In general) How clean were the toilets at the maternity clinic? [Q31]


8.1 Q29 Things available to occupy other childrenMothers who were accompanied by children were asked: (How often) Were there things available to occupy (children),

for example books, toys, videos or play equipment?


Mothers responding

57%

60%

60%

59%

65%

42%

7%

9%

10%

8%

10%

8%

9%

9%

10%

9%

9%

3%

6%

4%

4%

5%

5%

3%

21%

17%

16%

19%

12%

44%

2082

2355

469

1216

576

94


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

94%

91%

90%

86%

85%

84%

75%

73%

71%

68%

64%

64%

63%

61%

53%

53%

46%

39%

28%

27%

23%

19%

15%

12%

11%

5%

7%

4%

6%

8%

14%

14%

13%

12%

4%

8%

7%

13%

11%

19%

14%

6%

8%

4%

4%

3%

8%

5%

8%

7%

11%

13%

10%

10%

9%

12%

12%

16%

17%

11%

9%

12%

5%

5%

11%

7%

8%

4%

11%

5%

7%

7%

12%

8%

14%

5%

10%

11%

8%

4%

10%

6%

4%

3%

7%

3%

4%

3%

15%

8%

16%

12%

15%

10%

12%

25%

40%

45%

68%

61%

65%

79%

70%

88%

46

126

59

105

81

111

87

124

89

137

32

97

150

113

91

51

126

20

47

80

78

26

114

52

102

35

Mrba

Tmba

Beaud

Bund

Gdstn

TTH

GCUH

SCUH

MatM

Rdclf

Gympie

Rdlnd

Cab

Ips

Rockn

Kroy

Mky

Wrck

Emld

RBWH

HBay

Innisfl

Logan

MtIsa

Cairns

Maryb



8.2 Q30 Cleanliness of the maternity clinic

All mothers were asked: (In general) How clean was the maternity clinic?

Mothers responding

74%

77%

79%

74%

76%

74%

25%

22%

20%

25%

23%

25%

5435

6068

1525

2943

1385

215

Very clean Fairly clean Not very clean Not at all clean

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

96%

96%

94%

93%

92%

88%

85%

84%

83%

83%

82%

82%

82%

81%

79%

78%

77%

77%

76%

73%

71%

71%

69%

67%

66%

63%

62%

62%

60%

60%

53%

4%

4%

6%

7%

8%

12%

15%

15%

17%

17%

17%

18%

18%

19%

21%

22%

23%

22%

23%

27%

28%

26%

30%

32%

33%

35%

37%

36%

36%

38%

44%

4%

305

105

34

63

46

110

306

249

35

305

304

94

39

52

306

49

90

126

305

303

303

248

304

175

305

304

306

185

106

307

88

SCUH

Beaud

CapCst

Innisfl

Ppine

Emld

GCUH

Bund

Bowen

MatM

Mky

Mrba

Ayr

Wrck

Cab

Attn

Gympie

MtIsa

Rdclf

Rdlnd

RBWH

Rockn

Cairns

Gdstn

Tmba

Logan

Ips

HBay

Kroy

TTH

Maryb



8.3 Q31 Cleanliness of the toilets at the maternity clinic

All mothers were asked: (In general) How clean were the toilets at the maternity clinic?

Mothers responding

70%

70%

72%

65%

71%

72%

28%

28%

26%

31%

27%

24%

4899

5473

1381

2648

1255

189


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

93%

90%

89%

89%

87%

86%

83%

83%

80%

79%

78%

75%

75%

73%

70%

70%

69%

68%

65%

65%

65%

64%

61%

61%

60%

59%

58%

57%

55%

53%

50%

7%

7%

11%

11%

13%

14%

16%

17%

20%

21%

21%

24%

23%

26%

29%

25%

28%

29%

32%

32%

32%

34%

34%

36%

36%

38%

37%

39%

42%

42%

44%

4%

5%

3%

3%

5%

3%

5%

4%

4%

3%

59

29

92

279

91

100

76

40

40

34

288

270

43

277

246

103

289

263

280

37

272

282

123

273

157

283

210

247

134

295

69

Innisfl

Bowen

Beaud

SCUH

Mrba

Emld

Gympie

Ppine

Wrck

CapCst

Mky

GCUH

Attn

MatM

Bund

Kroy

RBWH

Rdclf

Tmba

Ayr

TTH

Rdlnd

MtIsa

Cairns

Gdstn

Cab

Rockn

Logan

HBay

Ips

Maryb



9 Referral from another hospital Mothers who had been referred from another hospital were asked the following questions:

1. Did the staff at the new hospital have your medical information from the previous hospital? [Q17]

2. Did the staff at the new hospital have the results of those tests? [Q19]

3. Did you have to redo any tests? [Q20]


9.1 Q17 Transfer of medical informationMothers who had been referred from another hospital were asked: Did the staff at the new hospital have your medical

information from the previous hospital?


Mothersresponding

81%

83%

82%

87%

78%

19%

17%

18%

13%

22%

258

372

100

178

82

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Levels 5/685%

90%

86%

15%

10%

14%

34

25

21

Cairns

RBWH

TTH

CSCF Level 479%

88%

89%

21%

12%

11%

38

33

25

Rockn

SCUH

Tmba



9.2 Q19 Transfer of test resultsMothers who had been referred from another hospital and had tests at the previous hospital were asked: Did the staff at

[new hospital] clinic have the results of those tests?


Mothersresponding

86%

84%

80%

89%

92%

14%

16%

20%

11%

8%

191

255

78

117

52

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Levels 5/684%

78%

16%

22%

26

21

Cairns

RBWH

CSCF Level 475%

92%

25%

8%

31

21

Rockn

Tmba



9.3 Q20 Redo tests because results not transferred


Mothersresponding

61%

52%

39%

48%

28

33

No Yes

Queensland 2015

Queensland 2017

Mothers referred from another hospital where they had tests and the results were not transferred were asked: Did you

have to redo any tests?



10 Tests Mothers who had any tests whilst in the maternity clinic were asked the following questions:

1. (How often) Did a member of staff explain why you needed these tests in a way you couldunderstand? [Q33]

2. (How often) Did a member of staff tell you how you would find out the results of your tests? [Q34]

3. (How often) Did a member of staff explain the results of the tests in a way you could understand?[Q35]


10.1 Q33 Reason for tests explained in understandable wayMothers who had any tests whilst in the maternity clinic were asked: (How often) Did a member of staff explain why you

needed these tests in a way you could understand?


Mothers responding

84%

81%

82%

79%

83%

79%

10%

11%

11%

11%

9%

15%

4%

5%

4%

5%

5%

3%

4076

4761

1122

2333

1141

165


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

94%

93%

91%

88%

85%

85%

85%

85%

84%

84%

84%

83%

83%

83%

82%

82%

81%

81%

81%

80%

80%

80%

79%

77%

77%

76%

76%

75%

74%

73%

72%

6%

5%

5%

6%

8%

10%

9%

15%

12%

7%

12%

10%

8%

5%

10%

10%

10%

14%

9%

12%

11%

10%

11%

12%

15%

13%

13%

11%

20%

14%

17%

4%

4%

5%

3%

4%

7%

8%

4%

5%

6%

6%

4%

6%

6%

6%

10%

4%

4%

6%

8%

10%

5%

4%

5%

5%

3%

4%

3%

3%

4%

4%

33

73

78

215

243

207

209

40

26

45

97

258

96

70

256

207

180

36

243

53

262

155

194

117

256

244

121

216

67

30

270

Ayr

Beaud

Mrba

SCUH

TTH

MatM

GCUH

Ppine

Bowen

Wrck

Emld

Cab

Kroy

Gympie

Mky

Cairns

Bund

Attn

Rdlnd

Innisfl

Rdclf

Gdstn

Rockn

MtIsa

RBWH

Logan

HBay

Ips

Maryb

CapCst

Tmba



10.2 Q34 Advised how test results would be providedMothers who had any tests whilst in the maternity clinic were asked: (How often) Did a member of staff tell you how you

would find out the results of your tests?


Mothers responding

65%

64%

66%

62%

64%

72%

16%

16%

15%

18%

16%

12%

8%

9%

9%

8%

9%

7%

3%

4%

4%

4%

4%

7%

7%

6%

8%

7%

6%

4099

4791

1135

2339

1149

168


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

85%

84%

81%

79%

78%

78%

76%

75%

75%

72%

71%

68%

68%

67%

67%

64%

64%

64%

63%

62%

62%

61%

61%

60%

60%

59%

58%

57%

57%

56%

56%

6%

12%

3%

7%

12%

17%

12%

10%

12%

15%

16%

14%

17%

16%

14%

14%

14%

15%

17%

16%

13%

18%

16%

21%

20%

16%

18%

18%

19%

22%

18%

6%

4%

12%

7%

7%

8%

8%

7%

5%

10%

9%

11%

10%

10%

10%

10%

8%

7%

16%

9%

9%

6%

10%

12%

12%

10%

11%

8%

12%

3%

3%

7%

4%

4%

5%

4%

5%

4%

4%

4%

5%

3%

5%

7%

4%

7%

4%

5%

6%

3%

4%

4%

4%

10%

5%

5%

5%

7%

8%

7%

11%

11%

5%

8%

9%

9%

6%

6%

8%

8%

9%

9%

9%

78

34

27

73

41

36

53

247

31

209

257

96

46

98

259

212

198

263

72

155

206

244

216

216

178

116

120

261

245

272

68

Mrba

Ayr

Bowen

Beaud

Ppine

Attn

Innisfl

TTH

CapCst

MatM

Cab

Kroy

Wrck

Emld

Mky

GCUH

Rockn

Rdclf

Gympie

Gdstn

Cairns

Logan

Ips

SCUH

Bund

MtIsa

HBay

RBWH

Rdlnd

Tmba

Maryb



10.3 Q35 Tests results explained in understandable wayMothers who had any tests whilst in the maternity clinic were asked: (How often) Did a member of staff explain the results of

the tests in a way you could understand?

Mothers who had only attended a single appointment responded 'Yes' or 'No'. The following responses have been excluded from results: "Results at a later date", "Never told the results of the tests", "Results to GP", "Don't know", "Refused to answer".

Mothers responding

70%

67%

69%

63%

66%

69%

18%

20%

19%

22%

20%

19%

7%

8%

7%

10%

7%

5%

3%

4%

4%

4009

4705

1118

2291

1133

163


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

88%

86%

84%

83%

78%

76%

74%

71%

70%

70%

70%

70%

70%

69%

69%

68%

68%

66%

66%

64%

63%

63%

60%

60%

59%

59%

58%

57%

56%

55%

54%

4%

9%

11%

17%

17%

15%

18%

15%

17%

26%

18%

21%

17%

20%

19%

21%

17%

25%

18%

24%

20%

21%

23%

23%

19%

25%

22%

36%

21%

25%

25%

5%

3%

5%

5%

9%

7%

8%

6%

5%

10%

6%

6%

10%

6%

8%

7%

10%

10%

8%

12%

12%

11%

10%

4%

16%

9%

15%

8%

6%

3%

4%

4%

5%

4%

4%

5%

3%

3%

3%

6%

6%

6%

5%

6%

5%

8%

26

76

53

41

72

247

203

96

255

30

210

209

96

36

150

254

256

34

72

176

256

202

240

205

193

115

239

46

120

65

269

Bowen

Mrba

Innisfl

Ppine

Beaud

TTH

MatM

Emld

Cab

CapCst

GCUH

SCUH

Kroy

Attn

Gdstn

Rdclf

Mky

Ayr

Gympie

Bund

RBWH

Cairns

Rdlnd

Ips

Rockn

MtIsa

Logan

Wrck

HBay

Maryb

Tmba



11 Model of care All mothers were asked the following question:

1. (Are you having/Did you have) all your care with a midwife, or all your care with a doctor, or (areyou having/did you have) shared care with a midwife and a doctor? [Q36]


11.1 Q36 Model of careAll mothers were asked: (Are you having/Did you have) all your care with a midwife, or all your care with a doctor, or (are

you having/did you have) shared care with a midwife and a doctor?

Mothers responding

36%

37%

43%

32%

31%

42%

9%

8%

7%

10%

7%

4%

55%

55%

50%

58%

62%

54%

5415

6056

1522

2936

1384

214

Midwife only Doctor only Both midwife and doctor

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

CSCF Levels 5/622%

44%

48%

35%

30%

18%

9%

11%

10%

61%

46%

49%

55%

60%

303

306

305

302

306

Cairns

GCUH

MatM

RBWH

TTH

CSCF Level 441%

38%

29%

38%

18%

39%

13%

39%

40%

37%

23%

7%

8%

15%

11%

12%

11%

10%

5%

10%

10%

9%

51%

54%

56%

51%

71%

50%

77%

56%

50%

52%

67%

249

305

187

303

304

303

125

306

248

302

304

Bund

Cab

HBay

Ips

Logan

Mky

MtIsa

Rdclf

Rockn

SCUH

Tmba

CSCF Level 333%

11%

28%

32%

44%

27%

43%

24%

69%

66%

25%

22%

4%

10%

4%

5%

6%

11%

4%

62%

79%

72%

65%

52%

73%

51%

70%

31%

34%

64%

74%

48

39

105

109

175

90

64

105

94

46

304

52

Attn

Ayr

Beaud

Emld

Gdstn

Gympie

Innisfl

Kroy

Mrba

Ppine

Rdlnd

Wrck

CSCF Level 126%

71%

19% 7%

74%

29%

74%

35

34

87

Bowen

CapCst

Maryb



12 Doctors Mothers who had doctor only care or shared care with doctors and midwives were asked the following questions:

1. (Do/Did) you see the same doctor whenever you went to the maternity clinic? [Q39]

2. Was (that doctor/the doctor you saw at your maternity clinic appointment) present when you gavebirth? [Q40]

3. (How often) Did you have enough time to discuss your and your baby’s health with the doctor?[Q41]

4. (How often) Did the doctor seem to know enough about your medical history? [Q42]

5. (How often) Did the doctor explain the reasons for any examinations, treatments, referrals and soon, in a way that you could understand? [Q43]

6. (How often) Did the doctor listen to what you had to say? [Q44]

7. Did you feel comfortable to ask questions or discuss concerns with the doctor? [Q45]

8. whether/how often they got answers they could understand [to important questions they had toask a doctor] [Q46]

9. (How often) Did you have confidence and trust in the doctor examining and treating you? [Q47]

10. (How often) Did the doctor discuss [your worries or fears about your condition or treatment] withyou? [Q49]

11. (How often) Did you feel supported after discussing your worries or fears with the doctor? [Q50]


12.1 Q39 How often same doctor seen at maternity clinicMothers who had doctor only care or shared care with doctors and midwives, and had been to multiple appointments were asked: Do/Did you see the same doctor whenever you went to the maternity clinic?

Mothers responding

25%

21%

17%

22%

28%

36%

9%

10%

10%

10%

10%

8%

14%

15%

15%

12%

20%

17%

11%

11%

11%

12%

8%

8%

42%

43%

46%

43%

35%

31%

3340

3772

904

1866

881

121

Always Mostly Sometimes Rarely Never

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

CSCF Levels 5/69%

18%

14%

22%

22%

6%

5%

14%

10%

9%

13%

10%

18%

17%

14%

9%

14%

9%

11%

18%

63%

54%

46%

40%

37%

220

163

140

184

197

Cairns

GCUH

MatM

RBWH

TTH

CSCF Level 418%

24%

16%

17%

25%

13%

41%

27%

21%

22%

18%

11%

9%

10%

12%

11%

8%

13%

9%

8%

9%

13%

18%

13%

14%

13%

14%

14%

13%

8%

11%

9%

11%

13%

14%

19%

8%

14%

12%

12%

13%

17%

11%

13%

40%

40%

40%

50%

36%

52%

21%

43%

44%

49%

45%

139

185

118

178

245

178

105

184

142

174

218

Bund

Cab

HBay

Ips

Logan

Mky

MtIsa

Rdclf

Rockn

SCUH

Tmba

CSCF Level 323%

18%

30%

34%

31%

21%

27%

25%

53%

25%

18%

13%

10%

12%

26%

13%

20%

12%

9%

10%

6%

20%

30%

24%

19%

8%

18%

25%

15%

22%

23%

20%

17%

3%

21%

11%

7%

10%

12%

9%

16%

11%

6%

20%

31%

26%

27%

25%

28%

21%

37%

28%

3%

43%

24%

30

34

72

71

95

66

33

75

30

222

40

Attn

Ayr

Beaud

Emld

Gdstn

Gympie

Innisfl

Kroy

Mrba

Rdlnd

Wrck

CSCF Level 161%

20%

12%

6%

12%

21% 9%

15%

45%

26

69

Bowen

Maryb

Results for facilities with fewer than 30 interviews or fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.


12.2 Q40 Main doctor seen at maternity clinic was present at birthMothers who had given birth and had doctor only care or shared care with doctors and midwives, and always or mostly saw the same doctor or had only had a single appointment, were asked: Was (that doctor/the doctor you saw at your maternity clinic appointment) present when you gave birth?

Mothers responding

28%

27%

27%

24%

34%

11%

72%

73%

73%

76%

66%

89%

710

705

152

313

213

27

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

CSCF Levels 5/626%

30%

25%

28%

28%

74%

70%

75%

72%

72%

23

22

30

35

42

Cairns

GCUH

MatM

RBWH

TTH

CSCF Level 438%

13%

32%

27%

32%

58%

12%

22%

14%

25%

62%

87%

68%

73%

68%

42%

88%

78%

86%

75%

27

24

24

40

20

27

34

34

27

38

Bund

Cab

Ips

Logan

Mky

MtIsa

Rdclf

Rockn

SCUH

Tmba

CSCF Level 345%

32%

27%

55%

68%

73%

25

24

34

Emld

Gdstn

Rdlnd



12.3 Q41 Sufficient time to discuss health with doctorsMothers who received care from a doctor were asked: (How often) Did you have enough time to discuss your and your

baby's health with the doctor?


Mothers responding

72%

71%

69%

71%

76%

67%

16%

15%

16%

15%

12%

18%

8%

10%

10%

10%

9%

12%

3565

3965

967

1968

908

122


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

90%

84%

79%

79%

79%

77%

77%

76%

76%

75%

74%

74%

73%

73%

72%

71%

71%

71%

69%

68%

68%

66%

66%

65%

65%

64%

63%

63%

59%

5%

4%

9%

13%

16%

13%

11%

13%

16%

14%

22%

13%

10%

12%

20%

16%

13%

15%

17%

18%

13%

19%

19%

18%

14%

18%

17%

20%

15%

8%

9%

4%

5%

7%

9%

6%

5%

7%

4%

6%

6%

8%

6%

9%

13%

11%

8%

12%

15%

10%

9%

15%

14%

13%

13%

11%

14%

5%

10%

3%

5%

5%

7%

3%

11%

3%

4%

3%

41

76

68

191

24

189

227

209

147

195

32

72

30

35

188

169

188

254

109

99

130

188

236

70

78

232

158

36

152

Wrck

Beaud

Gympie

Cab

Bowen

SCUH

Rdlnd

TTH

Bund

RBWH

Attn

Emld

Mrba

Ayr

Mky

GCUH

Ips

Logan

MtIsa

Gdstn

HBay

Rdclf

Cairns

Maryb

Kroy

Tmba

MatM

Innisfl

Rockn



12.4 Q42 Doctors' perceived knowledge of medical history


Mothers responding

47%

43%

44%

41%

46%

42%

25%

28%

25%

31%

27%

30%

15%

16%

17%

15%

15%

14%

7%

8%

8%

8%

8%

7%

6%

6%

6%

6%

4%

6%

3547

3948

965

1958

903

122


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

CSCF Levels 5/642%

37%

48%

42%

53%

23%

28%

21%

29%

22%

18%

21%

15%

17%

17%

9%

8%

9%

6%

3%

9%

6%

5%

6%

5%

236

168

158

194

209

Cairns

GCUH

MatM

RBWH

TTH

CSCF Level 438%

43%

32%

43%

50%

34%

49%

38%

28%

33%

35%

34%

31%

27%

27%

28%

35%

32%

30%

21%

36%

34%

18%

13%

17%

21%

10%

15%

11%

15%

23%

15%

15%

7%

9%

14%

4%

6%

10%

5%

9%

16%

10%

8%

4%

5%

10%

4%

6%

6%

7%

11%

7%

8%

147

191

128

188

252

188

109

186

151

187

231

Bund

Cab

HBay

Ips

Logan

Mky

MtIsa

Rdclf

Rockn

SCUH

Tmba

CSCF Level 349%

46%

60%

54%

41%

46%

50%

48%

60%

43%

40%

29%

32%

30%

21%

30%

34%

19%

23%

19%

27%

39%

13%

14%

5%

14%

18%

9%

23%

10%

6%

18%

14%

6%

5%

4%

9%

10%

6%

8%

10%

11%

9%

3%

3%

4%

9%

3%

4%

7%

32

35

76

72

98

67

36

77

30

225

41

Attn

Ayr

Beaud

Emld

Gdstn

Gympie

Innisfl

Kroy

Mrba

Rdlnd

Wrck

CSCF Level 166%

29%

20%

35%

9%

19%

5%

10% 6%

24

71

Bowen

Maryb

Mothers who received care from a doctor were asked: (How often) Did the doctor seem to know enough about your

medical history?



12.5 Q43 Reasons for examinations, treatments, referrals etc. explained by doctors in a way mothers understood

Mothers who were examined or treated by a doctor or given a referral, etc. were asked: (How often) Did the doctor explain the reasons for any examinations, treatments, referrals and so on, in a way that you could understand?

Mothers who had only attended a single appointment responded 'Yes' or 'No'. The following responses have been excluded from results: "Did not need an explanation", "Did not need a treatment or action", "Don't know", "Refused to answer".

Mothers responding

70%

71%

73%

70%

69%

67%

19%

17%

17%

17%

20%

20%

7%

8%

8%

9%

7%

6% 4% 3%

3515

3923

953

1952

896

122


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

91%

79%

79%

78%

78%

77%

77%

76%

75%

74%

73%

73%

73%

72%

72%

72%

71%

69%

69%

68%

68%

66%

66%

65%

64%

59%

59%

56%

56%

5%

13%

15%

17%

17%

15%

13%

14%

13%

22%

15%

14%

21%

18%

15%

16%

17%

17%

17%

20%

22%

19%

22%

22%

28%

20%

26%

22%

22%

5%

5%

3%

6%

7%

8%

12%

9%

7%

6%

7%

9%

7%

7%

10%

9%

9%

7%

10%

9%

7%

3%

15%

7%

18%

12%

3%

3%

3%

4%

3%

4%

3%

4%

7%

4%

3%

24

36

29

207

74

186

72

155

32

41

66

187

34

164

251

188

77

234

189

193

147

186

98

224

109

128

71

232

149

Bowen

Innisfl

Mrba

TTH

Beaud

SCUH

Emld

MatM

Attn

Wrck

Gympie

Rdclf

Ayr

GCUH

Logan

Ips

Kroy

Cairns

Cab

RBWH

Bund

Mky

Gdstn

Rdlnd

MtIsa

HBay

Maryb

Tmba

Rockn



12.6 Q44 Doctors listened to mothers

Mothers who received care from a doctor were asked: (How often) Did the doctor listen to what you had to say?


Mothers responding

74%

72%

74%

70%

72%

68%

15%

16%

16%

16%

15%

16%

8%

8%

7%

8%

9%

6%

3%

7% 4%

3568

3964

967

1966

908

123


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

87%

83%

83%

82%

80%

80%

78%

78%

78%

75%

75%

74%

74%

73%

73%

72%

71%

71%

70%

70%

69%

69%

67%

67%

65%

61%

61%

60%

59%

5%

10%

7%

10%

4%

4%

14%

13%

13%

10%

13%

18%

14%

13%

23%

14%

17%

15%

17%

19%

17%

20%

16%

13%

17%

21%

20%

15%

25%

8%

7%

5%

10%

11%

5%

6%

12%

8%

7%

9%

12%

8%

10%

10%

8%

10%

8%

12%

11%

9%

10%

10%

13%

10%

6%

6%

5%

4%

4%

3%

4%

3%

6%

6%

5%

8%

11%

4%

3%

5%

3%

4%

3%

36

30

76

35

32

68

158

24

209

72

109

189

254

169

41

188

190

187

147

236

227

195

189

78

71

232

130

151

99

Innisfl

Mrba

Beaud

Ayr

Attn

Gympie

MatM

Bowen

TTH

Emld

MtIsa

SCUH

Logan

GCUH

Wrck

Ips

Cab

Mky

Bund

Cairns

Rdlnd

RBWH

Rdclf

Kroy

Maryb

Tmba

HBay

Rockn

Gdstn



12.7 Q45 Felt comfortable to ask questions or discuss concerns with doctorsMothers who received care from a doctor were asked: (How often) Did you feel comfortable to ask questions or discuss

concerns with the doctor?

This question was not asked in 2015.

Mothersresponding

72%

73%

70%

74%

63%

17%

17%

17%

15%

16%

8%

7%

9%

7%

11% 5% 5%

3964

966

1967

908

123


Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

87%

86%

84%

78%

77%

76%

76%

75%

75%

75%

75%

75%

75%

73%

73%

70%

70%

70%

69%

68%

67%

66%

65%

64%

64%

61%

60%

60%

53%

11%

11%

13%

11%

15%

9%

12%

18%

14%

14%

21%

14%

15%

25%

16%

23%

15%

18%

19%

20%

20%

17%

20%

15%

16%

20%

22%

29%

9%

3%

6%

9%

6%

11%

6%

4%

6%

7%

7%

6%

9%

7%

11%

10%

9%

10%

10%

13%

8%

11%

17%

13%

14%

9%

5%

3%

4%

6%

3%

4%

4%

7%

4%

3%

3%

6%

4%

4%

3%

3%

4%

24

30

76

209

32

158

72

35

189

68

191

41

253

227

36

168

195

189

147

188

236

187

99

78

130

152

232

109

71

Bowen

Mrba

Beaud

TTH

Attn

MatM

Emld

Ayr

SCUH

Gympie

Cab

Wrck

Logan

Rdlnd

Innisfl

GCUH

RBWH

Rdclf

Bund

Mky

Cairns

Ips

Gdstn

Kroy

HBay

Rockn

Tmba

MtIsa

Maryb



12.8 Q46 Understandable answers from doctors to mothers' questionsMothers who received care from a doctor and had important questions to ask were asked whether/how often they got

answers they could understand?


Mothers responding

69%

64%

65%

63%

65%

54%

20%

23%

23%

23%

24%

26%

8%

9%

9%

10%

8%

8% 7% 4%

3539

3941

961

1957

900

123

Always/Yes Mostly Sometimes Rarely Never/No I did not have an opportunity to ask

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

90%

85%

82%

81%

71%

70%

70%

69%

69%

67%

67%

66%

66%

65%

65%

64%

64%

63%

63%

62%

61%

60%

60%

59%

58%

58%

53%

52%

46%

3%

8%

9%

10%

22%

25%

17%

22%

18%

27%

22%

18%

21%

22%

22%

21%

26%

22%

23%

25%

26%

28%

31%

25%

20%

28%

19%

28%

32%

3%

4%

5%

8%

4%

10%

9%

9%

4%

9%

10%

10%

7%

11%

12%

8%

12%

11%

10%

10%

8%

7%

12%

17%

12%

21%

16%

9%

3%

5%

3%

3%

4%

7%

5%

3%

4%

30

74

24

36

207

35

72

32

250

187

193

189

169

77

186

67

158

99

109

189

147

224

40

188

130

234

151

231

71

Mrba

Beaud

Bowen

Innisfl

TTH

Ayr

Emld

Attn

Logan

SCUH

RBWH

Rdclf

GCUH

Kroy

Ips

Gympie

MatM

Gdstn

MtIsa

Cab

Bund

Rdlnd

Wrck

Mky

HBay

Cairns

Rockn

Tmba

Maryb



12.9 Q47 Confidence and trust in doctorsMothers who received care from a doctor were asked: (How often) Did you have confidence and trust in the doctor

examining and treating you?


Mothers responding

64%

63%

65%

61%

61%

57%

22%

23%

22%

23%

23%

26%

10%

10%

9%

12%

11%

7% 4% 5%

3560

3959

967

1964

906

122


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

84%

82%

80%

77%

74%

71%

71%

70%

68%

67%

66%

65%

65%

64%

64%

63%

61%

61%

60%

60%

58%

57%

57%

55%

54%

54%

53%

49%

47%

10%

9%

11%

16%

18%

15%

21%

22%

23%

18%

22%

20%

20%

33%

18%

19%

24%

23%

28%

21%

28%

21%

30%

27%

25%

25%

25%

25%

35%

6%

4%

6%

5%

5%

9%

5%

5%

10%

8%

8%

12%

14%

12%

12%

12%

8%

15%

8%

17%

9%

13%

13%

16%

16%

17%

7%

3%

4%

4%

3%

4%

4%

5%

4%

6%

5%

5%

4%

3%

3%

5%

4%

30

24

32

75

158

72

41

36

109

189

209

78

254

35

186

68

147

186

190

169

189

99

195

226

130

236

232

152

70

Mrba

Bowen

Attn

Beaud

MatM

Emld

Wrck

Innisfl

MtIsa

Rdclf

TTH

Kroy

Logan

Ayr

Ips

Gympie

Bund

Mky

Cab

GCUH

SCUH

Gdstn

RBWH

Rdlnd

HBay

Cairns

Tmba

Rockn

Maryb



12.10 Q49 Doctors discussed mothers' worries/fears about conditions or treatments

Mothers who received care from a doctor and had worries or fears about their condition or treatment were asked: (How often) Did the doctor discuss [your worries or fears about your condition or treatment] with you?

Mothers who had only attended a single appointment responded 'Yes' or 'No' The following responses have been excluded from results: "I did not attempt to discuss any worries/fears with the doctor", "Don't know", "Refused to answer".

Mothers responding

51%

49%

53%

44%

49%

39%

20%

23%

25%

21%

22%

13%

16%

16%

12%

20%

18%

23%

8%

7%

7%

9%

6%

16%

5%

5%

4%

7%

6%

10%

858

1078

299

542

206

31


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

57%

56%

55%

54%

53%

52%

51%

50%

50%

48%

47%

46%

46%

45%

43%

38%

36%

36%

36%

34%

32%

11%

18%

20%

18%

29%

18%

24%

21%

11%

24%

27%

27%

22%

27%

25%

12%

16%

25%

18%

21%

19%

24%

16%

20%

17%

11%

14%

11%

19%

18%

8%

18%

8%

21%

19%

6%

31%

32%

24%

22%

16%

19%

9%

8%

12%

12%

5%

20%

8%

5%

15%

5%

5%

26%

12%

10%

7%

11%

18%

19%

7%

6%

4%

6%

12%

4%

7%

5%

7%

5%

7%

14%

12%

10%

26

56

61

40

54

23

65

47

39

55

77

53

64

25

20

46

85

43

48

46

21

MtIsa

GCUH

SCUH

Bund

MatM

Emld

RBWH

TTH

Mky

Logan

Cairns

Cab

Rdlnd

Gdstn

Kroy

Rockn

Tmba

Ips

Rdclf

HBay

Maryb



12.11 Q50 Felt supported after discussing worries or fears with doctors

Mothers who discussed worries or fears about their condition or treatment with a doctor were asked: (How often) Did you feel supported after discussing your worries or fears with the doctor?


Mothersresponding

44%

47%

42%

42%

38%

32%

33%

29%

33%

35%

15%

12%

19%

19%

9%

7%

7%

7%

5%

4%

4%

14%

928

269

452

184

23


Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

58%

56%

52%

50%

46%

45%

42%

40%

39%

38%

38%

36%

36%

36%

35%

33%

29%

27%

19%

34%

20%

26%

27%

39%

30%

34%

38%

14%

31%

33%

38%

32%

22%

39%

10%

37%

16%

9%

16%

14%

24%

8%

18%

17%

20%

28%

25%

15%

11%

25%

17%

15%

37%

24%

8%

12%

6%

6%

11%

6%

3%

10%

3%

15%

10%

7%

25%

6%

14%

9%

3%

3%

4%

10%

5%

6%

11%

3%

56

44

24

57

42

50

36

36

57

37

70

34

51

44

23

31

38

71

RBWH

Logan

MtIsa

SCUH

TTH

MatM

Bund

Rdclf

Rdlnd

Ips

Cairns

HBay

GCUH

Cab

Gdstn

Mky

Rockn

Tmba



13 Midwives Mothers who had midwife only care or shared care with midwives and doctors were asked the following questions:

1. (Do/Did) you see the same midwife whenever you went to the maternity clinic? [Q37]

2. Was (that midwife/the midwife you saw at your maternity clinic appointment) present when yougave birth? [Q38]

3. (How often) Did you have enough time to discuss your and your baby’s health with the midwife?[Q51]

4. (How often) Did the midwife explain the reasons for any examinations, treatments, referrals andso on, in a way that you could understand? [Q52]

5. (How often) Did the midwife listen to what you had to say? [Q53]

6. Did you feel comfortable to ask questions or discuss concerns with the midwife? [Q54]

7. whether/how often they got answers they could understand [to important questions they had toask a midwife] [Q55]

8. (How often) Did you have confidence and trust in the midwife examining and treating you? [Q56]

9. (How often) Did the midwife discuss [your worries or fears about your condition or treatment] withyou? [Q58]

10. (How often) Did you feel supported after discussing your worries or fears with the midwife? [Q59]


13.1 Q37 How often same midwife seen at maternity clinic

Mothers who had midwife only care or shared care with midwives and doctors, and had been to multiple appointments were asked: Do/Did you see the same midwife whenever you went to the maternity clinic?

Mothers responding

21%

20%

20%

17%

24%

40%

15%

16%

18%

12%

15%

34%

12%

13%

14%

12%

14%

12%

10%

10%

9%

12%

11%

5%

42%

40%

38%

47%

36%

10%

4515

5190

1237

2480

1274

199

Always Mostly Sometimes Rarely Never

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

CSCF Levels 5/631%

25%

20%

16%

27%

9%

14%

22%

14%

13%

8%

12%

14%

17%

12%

8%

10%

8%

9%

11%

45%

38%

36%

44%

37%

230

239

258

259

251

Cairns

GCUH

MatM

RBWH

TTH

CSCF Level 420%

20%

24%

20%

13%

44%

15%

13%

30%

12%

20%

16%

19%

15%

9%

14%

13%

14%

8%

21%

10%

9%

17%

13%

17%

11%

12%

9%

23%

12%

15%

12%

10%

15%

10%

10%

12%

13%

9%

19%

14%

9%

8%

14%

31%

38%

34%

48%

47%

25%

30%

52%

25%

58%

48%

217

269

141

238

257

254

107

281

207

250

259

Bund

Cab

HBay

Ips

Logan

Mky

MtIsa

Rdclf

Rockn

SCUH

Tmba

CSCF Level 329%

14%

47%

38%

29%

61%

13%

70%

48%

14%

7%

33%

15%

17%

11%

31%

5%

24%

14%

21%

24%

9%

14%

21%

25%

13%

13%

15%

17%

7%

31%

4%

10%

13%

20%

7%

19%

9%

7%

6%

25%

14%

4%

12%

32%

9%

28%

15%

31%

19%

51%

8%

28%

13%

51%

28%

43

32

102

100

165

86

59

91

89

45

264

49

Attn

Ayr

Beaud

Emld

Gdstn

Gympie

Innisfl

Kroy

Mrba

Ppine

Rdlnd

Wrck

CSCF Level 135%

44%

20%

45%

47%

31%

15%

8%

14% 12% 24%

34

34

79

Bowen

CapCst

Maryb



13.2 Q38 Main midwife seen at maternity clinic was present at birthMothers who had given birth and had midwife only care or shared care with midwives and doctors, and always or mostly saw the same midwife or had only had a single appointment, were asked: Was (that midwife/the midwife you saw at your maternity clinic appointment) present when you gave birth?

Mothers responding

40%

43%

48%

41%

38%

5%

60%

57%

52%

59%

62%

95%

1038

1222

330

478

341

73

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

CSCF Levels 5/660%

50%

41%

67%

57%

40%

50%

59%

33%

43%

62

69

93

45

61

Cairns

GCUH

MatM

RBWH

TTH

CSCF Level 414%

52%

65%

55%

25%

53%

41%

14%

31%

44%

86%

48%

35%

45%

75%

47%

59%

86%

69%

56%

41

52

38

44

36

80

39

59

30

44

Bund

Cab

HBay

Ips

Logan

Mky

Rdclf

Rockn

SCUH

Tmba

CSCF Level 366%

66%

26%

47%

70%

30%

23%

34%

34%

74%

53%

30%

70%

77%

33

21

61

27

45

26

36

Beaud

Emld

Gdstn

Innisfl

Mrba

Ppine

Rdlnd

CSCF Level 1100% 23Maryb



13.3 Q51 Sufficient time to discuss health with midwivesMothers who received care from a midwife were asked: (How often) Did you have enough time to discuss your and your

baby's health with the midwife?


Mothers responding

83%

84%

85%

81%

85%

86%

10%

11%

11%

12%

10%

8%

5%

4%

3%

4%

4%

4%

4875

5539

1366

2643

1323

207


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

96%

94%

94%

91%

89%

89%

89%

89%

88%

88%

87%

86%

85%

85%

84%

84%

84%

84%

83%

82%

82%

81%

81%

80%

80%

79%

78%

77%

77%

74%

73%

6%

6%

3%

7%

7%

7%

5%

7%

6%

6%

9%

11%

10%

13%

10%

9%

10%

12%

11%

13%

10%

12%

12%

12%

14%

12%

15%

15%

15%

24%

6%

4%

4%

4%

6%

7%

3%

3%

6%

4%

5%

4%

4%

3%

4%

6%

6%

6%

6%

6%

4%

6%

6% 5%

105

34

47

35

94

278

271

168

90

50

46

276

296

275

272

107

158

61

271

289

268

101

113

267

230

248

221

270

274

82

34

Beaud

CapCst

Attn

Bowen

Mrba

Cab

Mky

Gdstn

Gympie

Wrck

Ppine

GCUH

MatM

TTH

SCUH

Emld

HBay

Innisfl

RBWH

Rdclf

Rdlnd

Kroy

MtIsa

Logan

Bund

Cairns

Rockn

Ips

Tmba

Maryb

Ayr



13.4 Q52 Reasons for examinations, treatments, referrals etc. explained by midwives in a way mothers understoodMothers who were examined or treated by a midwife or given a referral, etc. were asked: (How often) Did the midwife explain the reasons for any examinations, treatments, referrals and so on, in a way that you could understand?

Mothers who had only attended a single appointment responded 'Yes' or 'No'. The following responses are excluded from results: "I did not need an explanation", "Did not need a treatment or action", "Don't know", "Refused to answer".

Mothers responding

84%

83%

83%

81%

86%

83%

11%

13%

13%

13%

11%

12%

4%

4%

4%

4%

3%

5%

4825

5488

1354

2619

1309

206


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

94%

92%

92%

92%

88%

88%

88%

87%

86%

86%

86%

85%

85%

85%

84%

84%

84%

83%

83%

83%

82%

82%

82%

82%

81%

81%

80%

77%

77%

74%

74%

6%

6%

5%

6%

12%

8%

6%

7%

9%

8%

12%

10%

15%

12%

12%

11%

7%

11%

11%

11%

10%

14%

14%

11%

13%

15%

14%

17%

17%

16%

20%

3%

6%

4%

4%

5%

4%

3%

4%

5%

5%

5%

6%

8%

4%

4%

7%

5%

5%

4%

4%

7%

7%

6%

45

60

105

94

46

268

35

156

274

278

270

275

33

263

50

166

100

219

288

34

110

265

294

246

269

89

227

266

106

268

81

Attn

Innisfl

Beaud

Mrba

Ppine

Mky

Bowen

HBay

TTH

Cab

SCUH

GCUH

Ayr

Rdlnd

Wrck

Gdstn

Kroy

Rockn

Rdclf

CapCst

MtIsa

RBWH

MatM

Cairns

Ips

Gympie

Bund

Logan

Emld

Tmba

Maryb

Ranking in the graph is based on the percentage of most favourable response(s). See Appendix E for the definitions of most favourable responses.Results for facilities with fewer than 30 interviews are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.


13.5 Q53 Midwives listened to mothers

Mothers who received care from a midwife were asked: (How often) Did the midwife listen to what you had to say?


Mothers responding

86%

83%

83%

83%

85%

83%

10%

12%

13%

12%

10%

12%

3%

3%

3%

4%

4%

3%

4876

5538

1364

2644

1323

207


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

93%

92%

92%

91%

88%

88%

87%

87%

87%

86%

86%

86%

85%

85%

84%

84%

84%

83%

83%

83%

83%

82%

82%

82%

82%

81%

81%

81%

80%

78%

74%

6%

4%

5%

6%

12%

8%

8%

4%

11%

9%

11%

11%

13%

11%

11%

12%

13%

13%

9%

13%

11%

12%

10%

14%

12%

15%

15%

13%

17%

17%

4%

5%

6%

3%

4%

4%

3%

3%

4%

4%

4%

3%

8%

4%

5%

8%

4%

4%

6%

3%

6%

4%

94

47

61

105

34

35

271

279

101

113

168

267

276

46

289

273

268

272

271

90

231

221

248

107

50

158

296

34

269

274

82

Mrba

Attn

Innisfl

Beaud

CapCst

Bowen

Mky

Cab

Kroy

MtIsa

Gdstn

Logan

GCUH

Ppine

Rdclf

TTH

Rdlnd

SCUH

RBWH

Gympie

Bund

Rockn

Cairns

Emld

Wrck

HBay

MatM

Ayr

Ips

Tmba

Maryb



13.6 Q54 Felt comfortable to ask questions or discuss concerns with midwivesMothers who received care from a midwife were asked: (How often) Did you feel comfortable to ask questions or discuss

concerns with the midwife?

Ips


Mothersresponding

83%

84%

80%

85%

85%

12%

11%

13%

10%

11%

4%

4%

5%

4%

3%

5540

1365

2645

1323

207


Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

94%

93%

91%

89%

89%

89%

89%

87%

86%

84%

84%

84%

84%

83%

83%

83%

83%

83%

82%

82%

82%

81%

81%

80%

79%

79%

79%

79%

77%

76%

75%

3%

7%

4%

6%

9%

7%

9%

9%

10%

11%

11%

13%

12%

9%

6%

12%

9%

11%

13%

12%

14%

12%

12%

12%

11%

19%

14%

16%

17%

16%

7%

3%

3%

5%

4%

4%

4%

6%

4%

4%

7%

4%

4%

6%

3%

6%

5%

7%

8%

4%

4%

5%

7%

4%

34

94

47

46

35

61

105

271

279

270

268

168

276

296

275

101

248

107

289

273

34

90

113

267

221

273

50

158

231

82

270

CapCst

Mrba

Attn

Ppine

Bowen

Innisfl

Beaud

Mky

Cab

RBWH

Rdlnd

Gdstn

GCUH

MatM

TTH

Kroy

Cairns

Emld

Rdclf

SCUH

Ayr

Gympie

MtIsa

Logan

Rockn

Tmba

Wrck

HBay

Bund

Maryb

Ranking in the graph is based on the percentage of most favourable response(s). See Appendix E for the definitions of most favourable responses.Results for facilities with fewer than 30 interviews or fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.


13.7 Q55 Understandable answers from midwives to mothers' questionsMothers who received care from a midwife and had important questions to ask were asked whether/how often they got

answers they could understand?


Mothers responding

81%

77%

78%

75%

80%

82%

13%

17%

18%

18%

15%

13%

4%

5%

4%

5%

4%

3%

4845

5511

1359

2629

1316

207

Always/Yes Mostly Sometimes Rarely Never/No I did not have an opportunity to ask

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

90%

87%

86%

85%

85%

83%

82%

81%

81%

80%

80%

80%

80%

79%

79%

79%

78%

78%

76%

75%

74%

74%

74%

74%

73%

72%

72%

71%

70%

70%

65%

7%

11%

9%

12%

11%

12%

12%

13%

14%

11%

14%

17%

15%

14%

17%

16%

14%

18%

15%

17%

16%

20%

18%

21%

17%

25%

19%

21%

25%

26%

27%

3%

4%

4%

3%

6%

4%

6%

3%

4%

3%

4%

7%

3%

6%

8%

6%

5%

8%

3%

8%

8%

6%

5%

4%

7%

4%

94

46

104

34

60

277

35

168

273

100

276

271

157

106

270

267

287

295

82

112

220

270

46

266

266

89

245

230

34

50

273

Mrba

Ppine

Beaud

CapCst

Innisfl

Cab

Bowen

Gdstn

TTH

Kroy

GCUH

SCUH

HBay

Emld

Mky

Rdlnd

Rdclf

MatM

Maryb

MtIsa

Rockn

RBWH

Attn

Ips

Logan

Gympie

Cairns

Bund

Ayr

Wrck

Tmba



13.8 Q56 Confidence and trust in midwivesMothers who received care from a midwife were asked: (How often) Did you have confidence and trust in the midwife

examining and treating you?


Mothers responding

78%

74%

73%

74%

77%

83%

15%

20%

22%

19%

17%

11%

5%

5%

4%

5%

5%

4%

4874

5536

1363

2644

1322

207


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

91%

88%

88%

88%

87%

85%

85%

83%

81%

80%

79%

79%

79%

79%

78%

77%

76%

76%

75%

75%

73%

73%

73%

73%

73%

72%

72%

71%

71%

69%

69%

3%

6%

8%

6%

9%

15%

11%

12%

15%

14%

9%

20%

17%

14%

16%

17%

17%

20%

19%

17%

19%

17%

20%

20%

23%

21%

20%

23%

24%

21%

23%

4%

6%

4%

4%

4%

4%

4%

5%

6%

4%

5%

5%

5%

5%

5%

8%

5%

6%

6%

6%

6%

4%

7%

7%

5%

6% 35

104

94

46

34

34

278

271

168

50

101

61

47

231

157

274

270

90

276

107

267

82

221

113

296

268

289

270

273

247

274

Bowen

Beaud

Mrba

Ppine

Ayr

CapCst

Cab

Mky

Gdstn

Wrck

Kroy

Innisfl

Attn

Bund

HBay

TTH

Ips

Gympie

GCUH

Emld

Logan

Maryb

Rockn

MtIsa

MatM

Rdlnd

Rdclf

RBWH

SCUH

Cairns

Tmba



13.9 Q58 Midwives discussed mothers' worries/fears about conditions or treatmentsMothers who received care from a midwife and had worries or fears about their condition or treatment were asked: (How often) Did the midwife discuss [your worries or fears about your condition or treatment] with you?

Mothers who had only attended a single appointment responded 'Yes' or 'No'. The following responses are excluded from results: "I did not attempt to discuss any worries/fears with the midwife", "Don't know" and "Refused to answer".

Mothers responding

57%

56%

58%

53%

52%

59%

21%

20%

21%

20%

22%

11%

11%

12%

11%

14%

17%

11%

6%

6%

6%

8%

11%

5%

5%

4%

5%

6%

8%

925

1114

314

528

236

36


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

67%

64%

63%

63%

63%

60%

58%

57%

55%

54%

54%

54%

54%

53%

49%

47%

46%

45%

44%

15%

21%

19%

6%

17%

11%

21%

11%

31%

18%

28%

28%

24%

18%

20%

18%

24%

26%

10%

9%

7%

10%

20%

8%

21%

16%

19%

6%

11%

12%

6%

14%

16%

12%

21%

16%

21%

27%

7%

4%

12%

13%

3%

4%

9%

12%

4%

8%

10%

12%

9%

5%

5%

8%

9%

4%

7%

6%

4%

4%

9%

11%

8%

11%

34

48

75

24

52

26

37

41

65

46

40

57

63

69

66

39

75

58

45

Gdstn

TTH

MatM

MtIsa

Cab

Emld

Mky

Ips

Cairns

Logan

Bund

GCUH

SCUH

RBWH

Rdclf

HBay

Tmba

Rdlnd

Rockn



13.10 Q59 Felt supported after discussing worries or fears with midwives

Mothers who discussed worries or fears about their condition or treatment with a midwife were asked: (How often) Did you feel supported after discussing your worries or fears with the midwife?

Bund


Mothersresponding

62%

66%

55%

59%

73%

22%

22%

25%

19%

18%

12%

10%

15%

16%

6%

3%

5%

3%

988

282

462

215

29


Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

72%

67%

67%

64%

63%

61%

61%

57%

56%

56%

56%

54%

54%

53%

52%

52%

51%

50%

48%

17%

21%

9%

18%

18%

29%

9%

36%

38%

35%

17%

25%

32%

23%

26%

29%

24%

24%

28%

11%

11%

20%

10%

16%

10%

14%

7%

6%

7%

20%

8%

9%

16%

17%

17%

16%

23%

21%

6%

4%

12%

8%

5%

4%

5%

6%

4%

4%

4%

7%

5%

3%

68

46

21

61

39

31

24

43

51

59

54

34

54

34

36

59

65

36

38

MatM

Cab

MtIsa

RBWH

Logan

Gdstn

Emld

TTH

GCUH

Cairns

Rdlnd

Mky

Rdclf

HBay

Ips

SCUH

Tmba

Rockn



14 Healthy lifestyle assessment and support Mothers were asked the following questions:

1. Did a (midwife/doctor/midwife or doctor) at the maternity clinic ask if you smoked cigarettes?[Q60]

2. whether the (midwife/doctor/midwife or doctor) provided support to mothers who smokedcigarettes to stop smoking by advising of the Quitline, or providing information [Q62a]

3. Did a (midwife/doctor/midwife or doctor) at the maternity clinic ask if you drink alcohol? [Q63]

4. whether the (midwife/doctor/midwife or doctor) provided support to mothers who drank alcohol tostop drinking alcohol by advising of a relevant service, or providing information [Q65a]

5. Did the (midwife/doctor/midwife or doctor) tell you that not drinking alcohol during pregnancy andbreastfeeding is safest for you and your baby? [Q66]

6. (Did/Has) a (midwife/doctor/midwife or doctor) at the maternity clinic (monitor/monitored) yourweight during your pregnancy? [Q67]

7. whether the (midwife/doctor/midwife or doctor) provided support to mothers whose weight was ofconcern to eat a healthy diet by referring to a dietitian, or providing information [Q69a]

8. Did the (midwife/doctor/midwife or doctor) at the maternity clinic discuss breastfeeding with you?[Q70]


14.1 Q60 Smoking status checkAll mothers were asked: Did a (midwife/doctor/midwife or doctor) at the maternity clinic ask if you smoked cigarettes?

Mothers responding

97%

97%

95%

98%

98%

98%

3%

5%

5404

6034

1506

2932

1384

212

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

100%

100%

100%

100%

100%

100%

100%

100%

100%

99%

99%

99%

99%

99%

98%

98%

98%

98%

98%

98%

97%

97%

97%

97%

97%

97%

97%

96%

96%

94%

92%

3%

4%

4%

6%

8%

49

105

34

34

107

90

94

52

186

106

126

305

306

306

304

303

303

46

88

39

299

248

301

176

299

247

305

302

302

300

64

Attn

Beaud

Bowen

CapCst

Emld

Gympie

Mrba

Wrck

HBay

Kroy

MtIsa

Logan

TTH

Cab

Rdlnd

Ips

Mky

Ppine

Maryb

Ayr

RBWH

Bund

Tmba

Gdstn

Cairns

Rockn

Rdclf

GCUH

SCUH

MatM

Innisfl



14.2 Q62a Quit smoking support provided

Mothers who had reported that they smoked cigarettes were asked whether the (midwife/doctor/midwife or doctor) provided

support to stop smoking by advising of the Quitline or providing information.

The following responses have been excluded from results: "Don't know", "Refused to answer".

Mothers responding

93%

94%

95%

94%

88%

97%

7%

6%

5%

6%

12%

720

770

122

409

202

37

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

100%

100%

100%

97%

96%

96%

96%

94%

94%

93%

93%

92%

91%

91%

91%

90%

90%

78%

3%

4%

4%

4%

6%

6%

7%

7%

8%

9%

9%

9%

10%

10%

22%

45

20

23

32

33

22

22

38

47

58

63

34

20

32

37

39

27

23

Cab

Gympie

Mrba

Bund

Tmba

SCUH

GCUH

Cairns

Rockn

Ips

Logan

Rdclf

RBWH

TTH

Mky

Gdstn

HBay

Rdlnd



14.3 Q63 Drinking status check

All mothers were asked: Did a (midwife/doctor/midwife or doctor) at the maternity clinic ask if you drink alcohol?

Mothers responding

96%

96%

95%

96%

98%

98%

4%

4%

5%

4%

5394

6013

1507

2919

1375

212

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

100%

100%

100%

100%

99%

98%

98%

98%

98%

98%

98%

98%

97%

97%

97%

97%

97%

97%

97%

97%

96%

96%

95%

95%

95%

94%

94%

94%

94%

93%

93%

3%

3%

3%

3%

3%

4%

4%

5%

5%

5%

6%

6%

6%

6%

7%

7%

48

105

34

107

300

105

52

126

94

45

90

302

298

305

34

306

183

88

300

304

247

300

175

39

246

303

304

300

64

303

299

Attn

Beaud

CapCst

Emld

Rdlnd

Kroy

Wrck

MtIsa

Mrba

Ppine

Gympie

Logan

RBWH

Cab

Bowen

TTH

HBay

Maryb

Tmba

Ips

Bund

Mky

Gdstn

Ayr

Rockn

SCUH

GCUH

MatM

Innisfl

Rdclf

Cairns



14.4 Q65a Quit drinking support providedMothers who had reported that they drank alcohol were asked whether the (midwife/doctor/midwife or doctor) provided

support to not drink alcohol by advising of a relevant service or providing information.


Mothersresponding

82%

83%

84%

78%

87%

18%

17%

16%

22%

13%

269

207

55

89

50

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3



14.5 Q66 Alcohol guideline advice

Mothers who had reported that they drank alcohol were asked: Did the (midwife/doctor/midwife or doctor) tell you that not drinking alcohol during pregnancy and breastfeeding is safest for you and your baby?


Mothersresponding

97%

94%

92%

94%

98%

3%

6%

8%

6%

272

207

56

88

50

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3



14.6 Q67 Weight check

All mothers were asked: (Did/Has) a (midwife/doctor/midwife or doctor) at the maternity clinic (monitor/monitored) your weight during your pregnancy?


Mothers responding

70%

79%

73%

85%

87%

92%

30%

21%

27%

15%

13%

8%

5412

6047

1513

2938

1382

214

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

99%

99%

98%

97%

96%

95%

94%

94%

94%

93%

92%

92%

89%

87%

87%

86%

85%

81%

81%

77%

76%

74%

73%

72%

69%

68%

66%

57%

55%

54%

50%

3%

4%

5%

6%

6%

6%

7%

8%

8%

11%

13%

13%

14%

15%

19%

19%

23%

24%

26%

27%

28%

31%

32%

34%

43%

45%

46%

50%

88

126

305

248

187

306

305

63

46

304

49

109

301

304

306

303

34

52

107

35

299

92

248

90

105

174

306

304

38

301

302

Maryb

MtIsa

Rdclf

Bund

HBay

Ips

Cab

Innisfl

Ppine

Rdlnd

Attn

Emld

Tmba

Mky

Logan

RBWH

CapCst

Wrck

Kroy

Bowen

MatM

Mrba

Rockn

Gympie

Beaud

Gdstn

TTH

Cairns

Ayr

GCUH

SCUH



14.7 Q69a Healthy weight support provided

Mothers who had reported that a concern was raised about their weight were asked whether the (midwife/doctor/midwife or doctor) provided support to eat a healthy diet by referring to a dietitian, or providing information.


Mothers responding

74%

76%

82%

70%

74%

75%

26%

24%

18%

30%

26%

25%

799

1044

237

545

237

25

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

92%

91%

86%

84%

84%

80%

77%

74%

71%

71%

71%

71%

70%

68%

67%

65%

65%

63%

60%

8%

9%

14%

16%

16%

20%

23%

26%

29%

29%

29%

29%

30%

32%

33%

35%

35%

37%

40%

25

21

41

65

61

50

60

52

44

35

50

25

56

37

30

47

68

75

35

Emld

Kroy

MatM

Logan

RBWH

Cairns

Rdclf

Rockn

Mky

GCUH

TTH

HBay

Bund

Rdlnd

Gdstn

Cab

Tmba

Ips

SCUH



14.8 Q70 Breastfeeding discussion

All mothers were asked: Did the (midwife/doctor/midwife or doctor) at the maternity clinic discuss breastfeeding with you?


Mothers responding

82%

80%

80%

79%

81%

86%

18%

20%

20%

21%

19%

14%

5419

6035

1511

2927

1384

213

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

98%

95%

94%

92%

90%

90%

89%

87%

87%

87%

86%

85%

85%

84%

83%

83%

83%

82%

81%

81%

81%

80%

79%

79%

78%

78%

78%

77%

75%

73%

72%

5%

6%

8%

10%

10%

11%

13%

13%

13%

14%

15%

15%

16%

17%

17%

17%

18%

19%

19%

19%

20%

21%

21%

22%

22%

22%

23%

25%

27%

28%

52

46

94

34

90

49

105

305

247

39

176

110

306

103

86

299

246

303

126

186

35

301

304

304

64

300

303

303

304

302

303

Wrck

Ppine

Mrba

CapCst

Gympie

Attn

Beaud

Rdclf

Bund

Ayr

Gdstn

Emld

TTH

Kroy

Maryb

RBWH

Rockn

Logan

MtIsa

HBay

Bowen

Cab

GCUH

Mky

Innisfl

MatM

SCUH

Tmba

Rdlnd

Cairns

Ips



15 Care and treatment Mothers were asked the following questions:

1. (How often) Did you feel you were treated with respect and dignity while you were in thematernity clinic? [Q86]

2. [thinking about emotional changes you may have experienced] Did you feel that your emotionalhealth was supported by staff at the maternity clinic? [Q87]

3. (How often) Were your cultural needs respected by the staff of the maternity clinic, or did you nothave particular cultural needs during your clinic (visit/visits)? [Q88]

4. (How often) Were you given enough privacy when being examined or treated? [Q72]

5. (How often) Were you asked for permission for [medical students or midwifery] students to bepresent when you were being treated or examined? [Q77]

6. (How often) Were you involved as much as you wanted to be in decisions about your care andtreatment? [Q73]

7. (How often) Did the (midwife/doctor/midwife or doctor) and/or staff ask you what was important toyou in managing your pregnancy and birth? [Q74]

8. Did a doctor or midwife discuss with you options for your pregnancy care and birthing? [Q75]


15.1 Q86 Treated with respect and dignity


Mothers responding

84%

82%

82%

81%

82%

86%

12%

14%

13%

14%

14%

9%

3%

4%

4%

4%

5%

5444

6078

1526

2947

1390

215


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

94%

93%

91%

90%

88%

87%

86%

85%

85%

84%

83%

83%

83%

83%

82%

81%

81%

81%

81%

81%

81%

81%

80%

80%

80%

79%

79%

78%

78%

77%

75%

6%

4%

7%

6%

3%

10%

12%

12%

6%

12%

17%

9%

10%

14%

14%

12%

14%

14%

14%

11%

15%

12%

14%

17%

16%

18%

17%

13%

13%

13%

17%

9%

4%

6%

8%

6%

5%

5%

3%

4%

4%

7%

5%

6%

5%

3%

6%

7%

8%

5%

34

94

105

49

35

307

305

126

90

306

46

39

305

305

64

304

306

305

305

110

52

107

306

176

250

305

304

88

248

186

305

CapCst

Mrba

Beaud

Attn

Bowen

TTH

Cab

MtIsa

Gympie

GCUH

Ppine

Ayr

Mky

SCUH

Innisfl

RBWH

Rdclf

MatM

Logan

Emld

Wrck

Kroy

Ips

Gdstn

Bund

Rdlnd

Cairns

Maryb

Rockn

HBay

Tmba

All mothers were asked: (How often) Did you feel you were treated with respect and dignity while you were in the maternity clinic?



15.2 Q87 Emotional health supported

All mothers were asked: Now, thinking about emotional changes you may have experienced during your pregnancy(, birthing, parenting) and life changes … Did you feel that your emotional health was supported by staff at the maternity clinic?

RBWH

Cairns


Mothersresponding

72%

71%

72%

74%

80%

23%

24%

22%

23%

15%

5%

4%

5%

3%

5%

6050

1515

2938

1382

215

Yes, completely Yes, to some extent No

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

90%

88%

86%

82%

82%

82%

80%

80%

80%

79%

78%

78%

77%

76%

76%

74%

74%

74%

73%

73%

73%

73%

72%

71%

71%

71%

70%

70%

68%

67%

66%

10%

9%

12%

15%

10%

18%

18%

20%

18%

14%

18%

18%

18%

20%

20%

18%

22%

23%

23%

20%

20%

24%

24%

21%

25%

25%

21%

27%

26%

27%

27%

3%

8%

7%

4%

4%

4%

4%

5%

8%

4%

4%

4%

6%

7%

4%

3%

7%

4%

4%

9%

6%

6%

7%

104

94

49

35

52

34

45

39

303

64

107

305

305

125

110

187

249

176

303

302

248

304

89

303

306

305

88

300

305

302

301

Beaud

Mrba

Attn

Bowen

Wrck

CapCst

Ppine

Ayr

Cab

Innisfl

Kroy

TTH

Mky

MtIsa

Emld

HBay

Bund

Gdstn

MatM

Ips

Rockn

GCUH

Gympie

Logan

Rdclf

SCUH

Maryb

Rdlnd

Tmba



15.3 Q88 Cultural needs respected

All mothers were asked: (How often) Were your cultural needs respected by the staff of the maternity clinic, or did you not have particular cultural needs during your clinic (visit/visits)?

Mothers who had only attended a single appointment responded 'Yes' or 'No'. The following responses have been excluded from results: "I did not have particular cultural needs during the clinic visit/s", "Don't know" and "Refused to answer".

Mothers responding

82%

81%

84%

79%

78%

79%

8%

12%

12%

11%

15%

3%

7%

6%

6%

4%

9%

946

914

275

418

188

33


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

92%

91%

86%

86%

84%

83%

82%

82%

81%

79%

78%

78%

77%

75%

74%

74%

72%

72%

4%

4%

5%

11%

5%

8%

13%

9%

5%

16%

13%

19%

18%

10%

11%

15%

17%

20%

4%

11%

6%

7%

6%

5%

13%

10%

7%

10%

4%

4%

7%

6%

8%

4%

8%

24

22

38

73

39

47

52

31

54

45

44

42

37

32

53

39

68

28

Mrba

Gdstn

TTH

MatM

Cab

Rdclf

RBWH

Rockn

Ips

Logan

GCUH

Rdlnd

Mky

MtIsa

Tmba

SCUH

Cairns

Bund



15.4 Q72 Sufficient privacy during examination or treatment

All mothers were asked: (How often) Were you given enough privacy when being examined or treated?


Mothers responding

91%

90%

89%

90%

92%

92%

6%

7%

8%

7%

6%

6%

5441

6068

1525

2942

1386

215


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

99%

96%

95%

94%

94%

93%

93%

93%

92%

92%

92%

92%

92%

92%

91%

91%

91%

90%

90%

89%

89%

89%

89%

88%

88%

87%

87%

86%

86%

86%

85%

3%

4%

5%

5%

6%

5%

7%

6%

7%

6%

6%

7%

6%

6%

6%

7%

7%

10%

7%

7%

11%

7%

8%

8%

10%

10%

10%

9%

11%

12%

3%

4%

3%

4%

3%

104

94

110

307

250

305

107

39

304

306

52

304

304

34

304

46

303

304

49

88

306

35

187

126

90

305

175

247

306

63

304

Beaud

Mrba

Emld

TTH

Bund

Rdlnd

Kroy

Ayr

Ips

GCUH

Wrck

Mky

Cab

CapCst

SCUH

Ppine

RBWH

Tmba

Attn

Maryb

Rdclf

Bowen

HBay

MtIsa

Gympie

MatM

Gdstn

Rockn

Logan

Innisfl

Cairns



15.5 Q77 Permission asked for medical/midwifery students to be present during treatment or examination

Mothers who ever had medical or midwifery students when they were being examined or treated were asked: (How often) Were you asked for permission for [medical students or midwifery] students to be present [when you were being treated or examined]?

Mothers who had only attended a single appointment responded 'Yes' or 'No'.This question was modified in 2017, therefore care should be taken when making comparisons with previous results.

Mothers responding

80%

77%

76%

76%

78%

82%

5%

7%

8%

6%

8%

4%

5%

5%

4%

6%

5%

5%

9%

9%

9%

10%

9%

9%

3451

3675

1067

1829

702

77


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

93%

91%

90%

90%

86%

86%

85%

84%

81%

81%

80%

79%

79%

78%

77%

77%

77%

77%

76%

76%

76%

76%

75%

75%

75%

74%

71%

67%

64%

9%

4%

4%

9%

5%

6%

5%

6%

8%

6%

4%

8%

9%

10%

5%

6%

9%

8%

9%

6%

6%

4%

6%

5%

10%

4%

3%

4%

5%

7%

4%

5%

4%

7%

4%

5%

4%

5%

8%

5%

6%

6%

4%

5%

9%

10%

3%

4%

11%

7%

4%

5%

5%

3%

6%

3%

7%

8%

3%

5%

5%

6%

6%

12%

9%

6%

10%

10%

8%

12%

10%

8%

5%

6%

10%

11%

11%

15%

11%

15%

16%

28

22

52

37

177

47

33

20

217

188

40

219

210

221

42

217

93

73

96

139

23

191

230

241

219

158

237

67

30

CapCst

Ppine

Mrba

Emld

Cairns

Beaud

Ayr

Innisfl

TTH

Mky

Gdstn

MatM

SCUH

Cab

Gympie

GCUH

HBay

MtIsa

Rockn

Bund

Wrck

Tmba

Rdlnd

Logan

Rdclf

Ips

RBWH

Kroy

Maryb



15.6 Q73 Involved as much as desired in decisions about care and treatment


Mothers responding

79%

78%

79%

76%

79%

80%

14%

15%

15%

15%

14%

14%

5%

5%

4%

5%

5%

4%

5431

6064

1521

2940

1388

215


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

92%

91%

89%

86%

84%

83%

82%

81%

81%

80%

80%

80%

79%

79%

79%

78%

78%

78%

77%

76%

76%

76%

75%

75%

75%

75%

74%

73%

73%

70%

70%

6%

4%

8%

10%

10%

14%

9%

12%

13%

13%

17%

14%

16%

14%

11%

13%

17%

13%

15%

16%

20%

15%

16%

15%

17%

13%

17%

18%

17%

16%

18%

3%

5%

4%

6%

4%

3%

6%

7%

6%

6%

7%

6%

5%

7%

5%

7%

6%

6%

7%

8%

8%

6%

3%

3%

5%

4%

3%

93

46

105

49

39

307

34

304

304

52

35

303

303

305

110

126

64

176

303

304

250

305

305

90

304

247

107

305

88

304

186

Mrba

Ppine

Beaud

Attn

Ayr

TTH

CapCst

Cab

SCUH

Wrck

Bowen

GCUH

MatM

Mky

Emld

MtIsa

Innisfl

Gdstn

RBWH

Rdlnd

Bund

Rdclf

Logan

Gympie

Ips

Rockn

Kroy

Cairns

Maryb

Tmba

HBay

All mothers were asked: (How often) Were you involved as much as you wanted to be in decisions about your care and treatment?



15.7 Q74 Mothers asked what was important to themAll mothers were asked: (How often) Did the (midwife/doctor/midwife or doctor) and/or staff ask you what was important

to you in managing your pregnancy and birth?


Mothers responding

57%

54%

55%

53%

54%

63%

19%

20%

20%

21%

21%

19%

10%

11%

12%

11%

13%

9%

4%

5%

5%

5%

5%

10%

9%

8%

11%

8%

7%

5375

6008

1506

2912

1380

210


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

86%

74%

73%

68%

67%

63%

61%

61%

60%

60%

59%

58%

57%

57%

57%

56%

56%

56%

55%

54%

54%

52%

52%

52%

51%

51%

50%

50%

50%

48%

45%

9%

7%

21%

17%

15%

24%

22%

17%

17%

14%

20%

18%

19%

17%

17%

17%

17%

17%

21%

20%

22%

21%

25%

18%

27%

23%

20%

26%

19%

24%

24%

3%

7%

3%

9%

12%

5%

7%

9%

14%

9%

10%

10%

10%

17%

7%

11%

13%

12%

9%

12%

11%

8%

12%

15%

11%

10%

16%

10%

13%

12%

16%

5%

4%

8%

3%

9%

3%

6%

4%

3%

8%

4%

5%

6%

6%

6%

5%

5%

3%

5%

4%

4%

7%

7%

5%

8%

6%

6%

6%

6%

6%

6%

7%

8%

8%

10%

6%

12%

11%

8%

9%

9%

8%

9%

13%

10%

12%

9%

11%

10%

11%

12%

9%

9%

94

44

35

104

49

62

125

110

304

106

307

176

302

34

183

246

39

301

298

298

298

303

90

302

84

306

51

247

299

299

302

Mrba

Ppine

Bowen

Beaud

Attn

Innisfl

MtIsa

Emld

GCUH

Kroy

TTH

Gdstn

Mky

CapCst

HBay

Rockn

Ayr

Cab

SCUH

RBWH

MatM

Logan

Gympie

Ips

Maryb

Rdclf

Wrck

Bund

Cairns

Tmba

Rdlnd



15.8 Q75 Pregnancy and birthing options discussed

All mothers were asked: Did a doctor or midwife discuss with you options for your pregnancy care and birthing?


Mothersresponding

54%

57%

50%

52%

52%

31%

30%

33%

32%

31%

15%

12%

18%

16%

16%

6036

1515

2927

1381

213


Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

85%

77%

70%

66%

64%

63%

62%

61%

60%

59%

58%

57%

56%

56%

55%

54%

53%

53%

52%

50%

50%

49%

49%

49%

49%

49%

46%

46%

46%

43%

42%

13%

15%

26%

27%

28%

27%

24%

25%

29%

26%

28%

26%

26%

32%

31%

34%

35%

36%

36%

26%

28%

32%

33%

32%

33%

35%

35%

29%

37%

43%

37%

8%

4%

6%

9%

10%

14%

14%

11%

15%

14%

17%

18%

12%

14%

12%

12%

11%

12%

23%

22%

18%

18%

19%

18%

17%

18%

25%

17%

14%

21%

94

49

105

45

306

303

64

247

108

126

39

304

175

301

301

107

304

88

52

34

305

244

303

304

185

304

304

35

301

86

304

Mrba

Attn

Beaud

Ppine

GCUH

TTH

Innisfl

Rockn

Emld

MtIsa

Ayr

Mky

Gdstn

RBWH

MatM

Kroy

SCUH

Gympie

Wrck

CapCst

Logan

Bund

Cab

Ips

HBay

Cairns

Rdclf

Bowen

Tmba

Maryb

Rdlnd



16 Information Mothers were asked the following questions:

1. whether they were given any printed information about their pregnancy or birth by the maternityclinic and, if not, whether they would have liked this information [Q10]

2. Did you find this [printed information about your pregnancy or birth] useful? [Q11]

3. Why wasn’t the [printed information about your pregnancy or birth] useful to you? [Q12]

4. Would you prefer to receive printed information or to access it digitally, for example on yourphone, tablet device or computer? [Q13]

5. Have you been given enough information about your pregnancy and birth (to date) by thematernity clinic? [Q71]

6. As far as you know, (how often) was your GP given all the necessary information about theadvice or treatment that you received at your appointment? [Q78]

7. Before you left the clinic, (how often) did a staff member discuss with you what would happennext, for example whether you needed another maternity clinic appointment, to see your GP,etc.? [Q79]

8. Did maternity clinic staff tell you who to contact if you were worried after you left the maternityclinic? [Q80]


16.1 Q10 Given printed information about pregnancy or birthAll mothers were asked whether they were given any printed information about their pregnancy or birth by the maternity

clinic and, if not, whether they would have liked this information?

The following responses are excluded from results: "No, but I did not want this information", "Don't know" and "Refused to answer".

Mothers responding

96%

95%

96%

94%

97%

96%

4%

5%

4%

6%

4%

5148

5759

1450

2795

1314

200

Yes No, but I would have liked this information

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

100%

100%

100%

99%

98%

98%

98%

97%

97%

97%

97%

96%

96%

96%

96%

96%

96%

95%

95%

95%

95%

94%

94%

94%

94%

93%

93%

93%

92%

92%

91%

3%

3%

4%

4%

4%

4%

4%

4%

5%

5%

5%

5%

6%

6%

6%

6%

7%

7%

7%

8%

8%

9%

32

105

89

100

294

43

114

35

298

241

86

166

173

51

47

286

290

287

55

103

294

275

296

288

292

78

295

236

293

291

34

CapCst

Kroy

Mrba

Beaud

GCUH

Ppine

MtIsa

Ayr

Rdlnd

Bund

Gympie

Gdstn

HBay

Wrck

Attn

TTH

MatM

RBWH

Innisfl

Emld

Logan

SCUH

Rdclf

Cab

Mky

Maryb

Ips

Rockn

Cairns

Tmba

Bowen



16.2 Q11 Usefulness of printed information about pregnancy or birthMothers who were given printed information about their pregnancy or birth by the maternity clinic were asked: Did you

find this information useful?

Mothers responding

93%

94%

94%

93%

92%

97%

7%

6%

6%

7%

8%

3%

4888

5435

1374

2609

1264

188

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

100%

99%

99%

98%

97%

97%

96%

96%

96%

95%

95%

95%

94%

94%

94%

93%

93%

92%

92%

92%

92%

92%

91%

91%

91%

90%

90%

90%

88%

87%

87%

3%

4%

4%

4%

5%

5%

5%

6%

6%

6%

7%

7%

8%

8%

8%

8%

8%

9%

9%

9%

10%

10%

10%

12%

13%

13%

32

89

71

52

34

272

98

232

257

103

275

271

270

272

269

44

273

48

286

166

218

271

159

82

286

277

42

264

110

30

95

CapCst

Mrba

Maryb

Innisfl

Ayr

TTH

Beaud

Bund

SCUH

Kroy

MatM

RBWH

Cairns

Mky

Tmba

Attn

Logan

Wrck

GCUH

HBay

Rockn

Ips

Gdstn

Gympie

Rdlnd

Rdclf

Ppine

Cab

MtIsa

Bowen

Emld



16.3 Q12 Reason printed information about pregnancy or birth not usefulMothers who did not find the provided printed information about their pregnancy or birth useful were asked: Why wasn't the

information useful to you?

Mothersresponding

17%

16%

19%

16%

8%

3%

4%

68%

76%

73%

77%

80%

12%

6%

6%

5%

7%

336

373

78

197

92

It was not relevant I couldn't understand it I already knew it Other

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Levels 5/623% 4% 68% 4% 23GCUH

CSCF Level 414%

4%

7%

10%

78%

83%

93%

9%

4%

25

23

27

Cab

Ips

Rdclf

CSCF Level 311% 5% 77% 7% 25Rdlnd



16.4 Q13 Preferred means of accessing informationAll mothers were asked: Would you prefer to receive printed information or to access it digitally, for example on your

phone, tablet device or computer?

Bowen

CapCst

Maryb


Mothersresponding

43%

37%

46%

51%

55%

32%

37%

28%

25%

19%

19%

20%

19%

17%

20%

6%

6%

7%

7%

6%

6077

1526

2948

1388

215

Printed Digital Both printed and digital No preference

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

CSCF Levels 5/651%

42%

34%

39%

50%

29%

36%

39%

34%

29%

14%

13%

23%

20%

16%

6%

10%

4%

7%

6%

305

306

305

304

306

Cairns

GCUH

MatM

RBWH

TTH

CSCF Level 457%

46%

49%

46%

44%

52%

44%

40%

52%

45%

55%

22%

29%

27%

25%

30%

23%

35%

31%

24%

31%

25%

15%

18%

16%

20%

21%

17%

13%

23%

20%

18%

14%

6%

6%

8%

9%

5%

9%

8%

7%

4%

7%

7%

250

306

187

306

305

304

126

306

248

305

305

Bund

Cab

HBay

Ips

Logan

Mky

MtIsa

Rdclf

Rockn

SCUH

Tmba

CSCF Level 357%

50%

62%

49%

54%

64%

61%

59%

54%

65%

47%

60%

18%

20%

18%

26%

25%

22%

25%

22%

20%

18%

28%

15%

15%

28%

14%

18%

17%

10%

9%

13%

17%

11%

19%

17%

11%

6%

8%

5%

4%

5%

5%

10%

7%

7%

7%

49

39

105

110

176

90

63

107

94

46

305

52

Attn

Ayr

Beaud

Emld

Gdstn

Gympie

Innisfl

Kroy

Mrba

Ppine

Rdlnd

Wrck

CSCF Level 163%

60%

54%

20%

14%

15%

11%

18%

26%

6%

8%

6%

35

34

88



16.5 Q71 Sufficient information about pregnancy and birth

Mothers responding

92%

92%

93%

90%

92%

92%

7%

7%

6%

9%

7%

8%

5438

6063

1520

2941

1388

214

Yes No I have not needed this type of information

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

100%

98%

97%

95%

95%

95%

95%

94%

94%

94%

93%

93%

93%

92%

92%

92%

92%

92%

92%

91%

91%

91%

91%

90%

90%

90%

89%

89%

88%

87%

86%

5%

4%

4%

5%

5%

6%

6%

7%

6%

7%

8%

8%

7%

7%

7%

8%

7%

9%

9%

9%

9%

9%

9%

10%

9%

11%

10%

12%

49

94

90

46

107

305

105

63

34

39

305

304

109

306

52

302

176

249

248

126

304

35

304

304

304

305

306

186

305

87

303

Attn

Mrba

Gympie

Ppine

Kroy

MatM

Beaud

Innisfl

CapCst

Ayr

TTH

SCUH

Emld

Cab

Wrck

GCUH

Gdstn

Bund

Rockn

MtIsa

Cairns

Bowen

Logan

RBWH

Mky

Rdlnd

Rdclf

HBay

Ips

Maryb

Tmba

All mothers were asked: Have you been given enough information about your pregnancy and birth (to date) by the maternity clinic?



16.6 Q78 Information provided to GPAll mothers were asked: As far as you know, (how often) was your GP given all the necessary information about the advice

or treatment that you received at your appointment?

Results for this question reflect mothers' experiences of care received from the facility, or health service providers not related to the facility. Mothers who had only attended a single appointment responded 'Yes' or 'No'. The following responses are excluded from results: "Don't know" and "Refused to answer".

Mothers responding

60%

54%

56%

51%

54%

60%

14%

19%

19%

18%

20%

18%

9%

11%

11%

12%

10%

9%

4%

6%

5%

6%

6%

4%

13%

10%

8%

13%

11%

8%

3975

4597

1226

2201

1008

162


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

CSCF Levels 5/651%

52%

62%

49%

51%

18%

20%

18%

20%

18%

12%

10%

9%

16%

11%

9%

8%

4%

5%

4%

11%

10%

6%

10%

16%

252

239

259

245

231

Cairns

GCUH

MatM

RBWH

TTH

CSCF Level 453%

45%

49%

51%

58%

58%

63%

45%

53%

48%

50%

16%

14%

16%

17%

19%

21%

16%

13%

15%

21%

19%

11%

16%

9%

12%

11%

7%

8%

15%

11%

13%

12%

7%

6%

9%

6%

4%

4%

4%

10%

7%

5%

7%

13%

18%

17%

14%

8%

10%

9%

17%

14%

12%

12%

181

213

136

242

242

218

90

220

185

227

247

Bund

Cab

HBay

Ips

Logan

Mky

MtIsa

Rdclf

Rockn

SCUH

Tmba

CSCF Level 374%

61%

66%

57%

48%

53%

53%

64%

75%

74%

49%

59%

12%

29%

11%

19%

16%

27%

27%

15%

12%

8%

22%

23%

6%

4%

4%

9%

10%

10%

6%

9%

13%

5%

6%

7%

5%

8%

3%

7%

6%

7%

9%

12%

10%

19%

8%

10%

13%

6%

9%

11%

10%

33

30

74

85

108

63

51

71

64

34

240

39

Attn

Ayr

Beaud

Emld

Gdstn

Gympie

Innisfl

Kroy

Mrba

Ppine

Rdlnd

Wrck

CSCF Level 173%

47%

12%

25%

4%

15%

4%

6%

7%

8%

26

67

Bowen

Maryb



16.7 Q79 Discussed next step after clinic appointmentAll mothers were asked: Before you left the clinic, (how often) did a staff member discuss with you what would happen next, for example whether you needed another maternity clinic appointment, to see your GP, etc.?

Mothers who had only attended a single appointment responded 'Yes' or 'No'. This question was modified in 2017, therefore care should be taken when making comparisons with previous results.

Mothers responding

84%

77%

72%

81%

81%

85%

8%

12%

15%

9%

11%

10%

4%

6%

7%

6%

5%

3%

5421

6068

1526

2942

1386

214


Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

91%

90%

90%

87%

87%

86%

85%

85%

85%

85%

85%

84%

84%

83%

83%

82%

82%

82%

82%

82%

79%

79%

79%

79%

77%

76%

76%

75%

73%

70%

66%

5%

10%

7%

5%

8%

11%

12%

8%

9%

7%

9%

8%

8%

7%

10%

10%

6%

11%

11%

7%

12%

9%

11%

12%

12%

9%

13%

13%

16%

14%

16%

5%

5%

5%

4%

5%

5%

6%

4%

4%

3%

5%

4%

7%

6%

6%

6%

5%

8%

10%

5%

8%

6%

11%

7%

3%

4%

3%

5%

3%

6%

4%

3%

6%

39

49

104

306

94

46

34

307

35

89

52

305

303

186

306

107

175

125

87

250

304

305

304

305

305

247

109

306

305

64

304

Ayr

Attn

Beaud

Cab

Mrba

Ppine

CapCst

TTH

Bowen

Gympie

Wrck

Rdclf

Mky

HBay

Logan

Kroy

Gdstn

MtIsa

Maryb

Bund

SCUH

Ips

Cairns

Rdlnd

Tmba

Rockn

Emld

GCUH

MatM

Innisfl

RBWH



16.8 Q80 Advised who to contact if worried

All mothers were asked: Did maternity clinic staff tell you who to contact if you were worried after you left the maternity clinic?

Mothers responding

93%

93%

94%

91%

93%

93%

7%

7%

6%

9%

7%

7%

5421

6061

1524

2938

1385

214

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

100%

98%

97%

97%

97%

97%

97%

95%

95%

94%

94%

94%

93%

92%

92%

92%

92%

92%

92%

92%

92%

91%

90%

90%

90%

90%

90%

88%

87%

86%

84%

3%

3%

5%

5%

6%

6%

6%

7%

8%

8%

8%

8%

8%

8%

8%

8%

9%

10%

10%

10%

10%

10%

12%

13%

14%

16%

49

104

46

34

64

305

94

306

39

89

174

34

306

305

107

305

52

110

302

249

304

305

305

304

247

186

305

88

303

304

125

Attn

Beaud

Ppine

CapCst

Innisfl

MatM

Mrba

Logan

Ayr

Gympie

Gdstn

Bowen

TTH

Rdclf

Kroy

SCUH

Wrck

Emld

Mky

Bund

RBWH

GCUH

Ips

Rdlnd

Rockn

HBay

Cab

Maryb

Tmba

Cairns

MtIsa



17 Telephone support Mothers who phoned [the hospital] with concerns about themselves or their babies were asked the following questions:

1. How long did it take until you were put through to the right person? [Q82]

2. How many different people did you speak with before you got through to the right person? [Q83]

3. When you spoke with the right person, did you find their advice helpful? [Q84]

4. Why wasn’t the advice (entirely) helpful? [Q85]


17.1 Q82 Time to get to speak with the right person when phoning the hospital with concerns

Mothers who phoned [the hospital] with concerns about themselves or their babies were asked: How long did it take until you were put through to the right person?


Mothersresponding

67%

59%

75%

77%

72%

14%

16%

12%

12%

16%

11%

14%

8%

7%

6%

6%

9%

5%

4%

2745

695

1363

635

52

Not more than a couple of minutes 3 or 4 minutes 5 to 10 minutes More than 10 minutes Never got through to the right person

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

89%

79%

78%

84%

80%

75%

75%

85%

73%

77%

70%

73%

73%

81%

75%

77%

74%

71%

66%

67%

69%

72%

70%

65%

63%

60%

47%

7%

16%

17%

9%

11%

15%

15%

4%

16%

11%

17%

14%

14%

5%

11%

7%

11%

14%

18%

17%

14%

11%

13%

15%

16%

13%

18%

5%

4%

7%

6%

6%

8%

6%

5%

11%

6%

10%

5%

9%

10%

7%

11%

5%

13%

8%

5%

9%

11%

10%

12%

21%

4%

4%

3%

5%

6%

7%

3%

9%

4%

5%

5%

5%

9%

7%

9%

5%

8%

10%

15%

11%

4%

3%

4%

3%

27

49

23

153

143

129

169

49

37

141

46

82

120

22

159

145

111

103

44

128

120

56

88

159

127

28

156

Ppine

Beaud

Attn

Cab

Rdlnd

SCUH

Rdclf

Gympie

Mrba

GCUH

Kroy

HBay

Bund

Wrck

Logan

Ips

Cairns

Rockn

Emld

TTH

Mky

MtIsa

Gdstn

RBWH

Tmba

Innisfl

MatM



17.2 Q83 Number of people spoken with before getting through to the right person when phoning the hospital with concerns

Mothers who phoned [the hospital] with concerns about themselves or their babies and were able to get through to the right person were asked: How many different people did you speak with before you got through to the right person?

Rockn

Tmba


Mothersresponding

93%

93%

93%

95%

96%

7%

7%

7%

5%

4%

2707

677

1350

630

50

0-2 3-4 5+

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

100%

96%

96%

96%

96%

96%

95%

95%

95%

94%

94%

94%

94%

93%

93%

93%

91%

91%

90%

89%

89%

89%

89%

89%

89%

88%

87%

4%

4%

4%

4%

4%

5%

5%

5%

6%

5%

5%

6%

6%

7%

6%

9%

9%

8%

11%

10%

10%

11%

11%

11%

12%

12%

48

26

143

23

28

49

38

152

168

149

138

120

157

143

54

107

129

22

82

85

116

156

127

46

43

103

126

Beaud

Ppine

Rdlnd

Attn

Innisfl

Gympie

Mrba

Cab

Rdclf

MatM

GCUH

Bund

Logan

Ips

MtIsa

Cairns

SCUH

Wrck

HBay

Gdstn

Mky

RBWH

TTH

Kroy

Emld



17.3 Q84 Helpfulness of advice when phoning the hospital with concerns

Mothers who phoned [the hospital] with concerns about themselves or their babies and were able to get through to the right person were asked: When you spoke with the right person, did you find their advice helpful?


Mothersresponding

77%

73%

81%

82%

76%

20%

23%

16%

15%

18%

3%

4%

6%

2719

684

1353

632

50

Yes, definitely Yes, to some extent No

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

89%

89%

86%

86%

85%

84%

84%

84%

83%

83%

82%

82%

82%

81%

80%

80%

79%

79%

79%

78%

77%

77%

76%

75%

74%

72%

71%

11%

11%

13%

12%

12%

16%

15%

12%

12%

16%

9%

12%

15%

19%

20%

19%

19%

18%

21%

20%

23%

18%

13%

20%

22%

26%

25%

4%

4%

8%

6%

5%

11%

4%

4%

4%

28

48

152

127

145

38

103

46

168

129

23

85

144

22

43

82

120

107

49

125

27

117

55

157

151

141

158

Innisfl

Beaud

Cab

TTH

Ips

Mrba

Rockn

Kroy

Rdclf

SCUH

Attn

Gdstn

Rdlnd

Wrck

Emld

HBay

Bund

Cairns

Gympie

Tmba

Ppine

Mky

MtIsa

Logan

MatM

GCUH

RBWH



17.4 Q85 Reason advice not helpful when phoning the hospital with concernsMothers who phoned [the hospital] with concerns about themselves or their babies and were able to get through to the right person but did not find their advice helpful were asked: Why wasn’t the advice (entirely) helpful?


Mothersresponding

14%

13%

12%

24%

26%

27%

26%

24%

12%

10%

17%

8%

9%

9%

7%

13%

5%

5%

4%

6%

9%

9%

9%

8%

7%

9%

5%

4%

4%

5%

6%

4%

4%

3%

8%

5%

7%

5%

4%

8%

345

99

172

67

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Levels 5/617%

7%

24%

31%

18%

7%

18%

7% 7%

13%

11%

4%

10% 3%

4%

3%

4%

10% 3%

25

28

GCUH

MatM

CSCF Level 416% 18% 24% 5% 8% 10% 3% 8% 10% 28Logan

Told to go to Emergency DepartmentTold to go to maternity clinicTold to go to GP/own doctorThey didn't believe what I told them/dismissed my concerns Information not provided in a way I could understandGiven incorrect adviceThe advice given was incomplete/vagueThey didn't know the answerGiven inconsistent/contradictory adviceAdvice was too generalised/not specific to my situationThe advice given wasn't what I needed/didn't answer my query



18 Complaints All mothers were asked the following question:

1. While at the maternity clinic were you told or did you see a poster or brochure on how to [givefeedback such as complaints or compliments about the care received]? [Q89]


18.1 Q89 Information on how to provide feedback

All mothers were asked: Some patients might wish to give feedback such as compliments or complaints about the care they received. While at the maternity clinic were you told, or did you see a poster or brochure on how to do this?

This question was modified in 2017, therefore care should be taken when making comparisons with previous results. The following responses are excluded from results: "Don't know" and "Refused to answer".

Mothers responding

62%

46%

40%

50%

53%

55%

38%

54%

60%

50%

47%

45%

4744

5492

1362

2665

1272

193

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

74%

68%

66%

66%

66%

65%

61%

59%

59%

58%

58%

58%

57%

56%

55%

55%

54%

52%

52%

51%

51%

49%

49%

48%

46%

45%

44%

44%

39%

38%

37%

26%

32%

34%

34%

34%

35%

39%

41%

41%

42%

42%

42%

43%

44%

45%

45%

46%

48%

48%

49%

49%

51%

51%

52%

54%

55%

56%

56%

61%

62%

63%

49

104

79

47

57

227

166

277

271

100

278

37

44

117

89

273

281

33

78

279

229

30

98

166

269

260

278

277

273

268

264

Wrck

Kroy

Gympie

Attn

Innisfl

Rockn

Gdstn

Cab

Mky

Beaud

TTH

Ayr

Ppine

MtIsa

Mrba

Rdclf

Logan

Bowen

Maryb

Tmba

Bund

CapCst

Emld

HBay

RBWH

Rdlnd

Cairns

Ips

GCUH

SCUH

MatM



19 Aboriginal and Torres Strait Islander mothers’ cultural needs Mothers of Aboriginal and/or Torres Strait Islander origin were asked the following questions:

1. Did your (midwife/doctor/midwife or doctor) check if you required or wanted any specific culturalpractices to be included in your birthing plan? [Q94]

2. Did the maternity clinic have any culturally appropriate resources, such as posters and pamphletsavailable? [Q95]

3. Were you offered support from an Aboriginal or Torres Strait Islander health worker or hospitalliaison officer? [Q96]

4. Would you recommend [this] maternity clinic to your Aboriginal and Torres Strait Islander familyand friends? [Q97]


19.1 Q94 Checked whether cultural practices desired in birthing planAll mothers of Aboriginal and/or Torres Strait Islander origin were asked: Some mothers might want to have cultural practices like boiling tea grass or eucalyptus leaves, having a smoking ceremony, full immersion in water, taking the placenta home, or other things. Did your (midwife/doctor/midwife or doctor) check if you required or wanted any specific cultural practices to be included in your birthing plan?

This question was modified in 2017, therefore care should be taken when making comparisons with previous results.

Mothers responding

35%

48%

62%

41%

46%

26%

65%

52%

38%

59%

54%

74%

353

389

98

179

89

23

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

50%

39%

35%

30%

26%

50%

61%

65%

70%

74%

25

28

24

21

51

TTH

Mky

Rockn

MtIsa

Cairns



19.2 Q95 Provision of culturally appropriate resourcesAll mothers of Aboriginal and/or Torres Strait Islander origin were asked: Did the maternity clinic have any culturally

appropriate resources, such as posters and pamphlets available?

Mothers responding

76%

78%

86%

75%

77%

49%

24%

22%

14%

25%

23%

51%

337

359

92

161

83

23

Yes No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

80%

69%

66%

64%

20%

31%

34%

36%

24

47

21

26

TTH

Cairns

MtIsa

Mky



19.3 Q96 Offered support from an Aboriginal or Torres Strait Islander health worker or hospital liaison officer

All mothers of Aboriginal and/or Torres Strait Islander origin were asked: Were you offered support from an Aboriginal or Torres Strait Islander health worker or hospital liaison officer?


Mothersresponding

62%

72%

59%

48%

46%

23%

17%

22%

38%

31%

16%

11%

19%

14%

23%

399

100

188

89

22

Yes No, but I didn't want or need to see one No, but I would have liked to be asked

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

60%

44%

39%

36%

34%

29%

40%

51%

39%

41%

11%

16%

10%

25%

25%

51

30

26

25

22

Cairns

Mky

TTH

Rockn

MtIsa



19.4 Q97 Recommend clinic to Aboriginal and Torres Strait Islander family and friends

All mothers of Aboriginal and/or Torres Strait Islander origin were asked: Would you recommend the [hospital name] maternity clinic to your Aboriginal and Torres Strait Islander family and friends?

Mothers responding

74%

71%

70%

73%

72%

55%

23%

23%

26%

20%

21%

36%

3%

6%

4%

7%

7%

9%

359

365

93

170

82

20

Yes, definitely Yes, probably No

Queensland 2015

Queensland 2017

CSCF Levels 5/6

CSCF Level 4

CSCF Level 3

CSCF Level 1

80%

79%

71%

56%

20%

21%

29%

41%

46

25

22

26

Cairns

TTH

Rockn

Mky



Appendix A Results summary A summary of results with comparison to the previous survey is presented in Table 1 below.

Table 1: Summary of results and comparisons – Percentage of most favourable responses

Measure Question 2015 2017 2017 vs 2015

% most fav % most fav

Overall, care was rated as ‘very good' Q7 61% 62%

'Always' able to get an appointment time that suited Q8 58% 54% ▼

'Definitely' given adequate information about how to get to the hospital before first appointment1 Q21 45% 69% ▲

Courtesy of the receptionist was 'excellent' or 'very good' Q22 69% 69%

Not able to be overheard by other patients when speaking with receptionist Q23 47% 42% ▼

Seen within 15 minutes of stated appointment time Q24 46% 52% ▲

'Always' advised of expected wait time Q25 9% 11%

Wait times to be seen were shorter than or as long as advised Q26 67% 64%

Staff 'always' apologised if more than 15 minutes delay Q27 36% 36%

Books, toys, etc. 'always' available to occupy children at the clinic Q29 57% 60%

Maternity clinic was 'very clean' Q30 74% 77% ▲

Toilets were 'very clean' Q31 70% 70%

Staff 'always' explained the purpose of tests in an understandable way Q33 84% 81% ▼

'Always' advised by staff how test results would be provided Q34 65% 64%

Staff 'always' explained the results of tests in an understandable way Q35 70% 67% ▼

'Always' sufficient time with doctors to discuss my and my baby's health Q41 72% 71%

Doctors 'always' explained the reasons for examinations, treatments, referrals, etc. in an understandable way Q43 70% 71%

Doctors 'always' listened to what mothers had to say Q44 74% 72%

'Always' felt comfortable to ask questions or discuss concerns with doctors Q45 72% –

Doctors 'always' gave understandable answers to important questions Q46 69% 64% ▼

'Always' had confidence and trust in the examining or treating doctor Q47 64% 63%

Doctors 'always' discussed worries or fears Q49 51% 49%

'Always' felt supported after discussing worries or fears with doctors Q50 44% –

'Always' sufficient time with midwives to discuss my and my baby's health Q51 83% 84%

Midwives 'always' explained the reasons for examinations, treatments, referrals, etc. in an understandable way

Q52 84% 83%

Midwives 'always' listened to what mothers had to say Q53 86% 83% ▼



% most fav % most fav

'Always' felt comfortable to ask questions or discuss concerns with midwives

Q54 83% –

Midwives 'always' gave understandable answers to important questions

Q55 81% 77% ▼

'Always' had confidence and trust in the examining or treating midwife

Q56 78% 74% ▼

Midwives 'always' discussed worries or fears Q58 57% 56%

'Always' felt supported after discussing worries or fears with midwives

Q59 62% –

Doctor or midwife at the maternity clinic asked whether I smoked cigarettes

Q60 97% 97%

Told about Quitline or provided with information to help stop smoking

Q62a 93% 94%

Doctor or midwife at the maternity clinic asked whether I drank alcohol

Q63 96% 96%

Told about a support service or provided with information to help not drink alcohol

Q65a 82% 83%

Doctor or midwife advised about the risks of drinking alcohol during pregnancy and breastfeeding

Q66 97% 94%

Weight was monitored during pregnancy Q67 70% 79% ▲

Referred to a dietitian or provided with information to help eat a healthy diet

Q69a 74% 76%

Doctor or midwife discussed breastfeeding Q70 82% 80% ▼

'Always' treated with respect and dignity Q86 84% 82% ▼

Felt my emotional health was 'completely' supported Q87 72% –

Cultural needs were 'always' respected Q88 82% 81%

'Always' given enough privacy when being examined or treated

Q72 91% 90%

'Always' asked for permission when medical or midwifery students were to be present during treatments or examinations 1

Q77 80% 77% ▼

'Always' involved as much as desired in decisions about care and treatment

Q73 79% 78%

'Always' asked what was important to me in managing my pregnancy and birth

Q74 57% 54%

Doctor or midwife 'completely' discussed options for pregnancy care and birthing

Q75 54% –

'Given' printed information about my pregnancy or birth Q10 96% 95%

Printed information about pregnancy or birth was useful Q11 93% 94%

Given enough information about my pregnancy and birth Q71 92% 92%

Staff 'always' discussed with me what would happen next (after the clinic appointment) 1

Q79 84% 77% ▼

Told who to contact if worried after leaving the clinic Q80 93% 93%

Spoke with the right person within four minutes when I phoned the hospital with concerns

Q82 81% –



% most fav % most fav Spoke with no more than two other people before getting the right person when I phoned the hospital with concerns Q83 93% –

Advice was 'definitely' helpful when I phoned the hospital with concerns Q84 77% –

Told or saw information about how to provide a compliment or complaint about the care received1 Q89 62% 46% ▼

Asked whether specific Aboriginal and/or Torres Strait Islander cultural practices required in birthing plan1 Q94 35% 48% ▲

Culturally appropriate resources available for Aboriginal and/or Torres Strait Islander mothers Q95 76% 78%

Offered support from an Aboriginal or Torres Strait Islander health worker or hospital liaison officer Q96 62% –

'Definitely' recommend the clinic to Aboriginal and Torres Strait Islander family and friends Q97 74% 71%

▲ The result for Queensland was statistically significantly more favourable than the result it was compared with. ▼ The result for Queensland was statistically significantly less favourable than the result it was compared with. See Appendix B for information about significance testing. See Appendix E for the classification of most favourable responses. - Comparison with previous results is not possible. 1. This question was modified in 2017, therefore care should be taken when making comparisons with previous results. SeeAppendix F for details of change.


Appendix B General information B.1 Survey objectives The objectives of the Maternity Outpatient Clinic Patient Experience Survey 2017 were to provide:

• results of patient experience and satisfaction at a statewide and facility level• patient experience and satisfaction results across components of maternity outpatient clinic care• facilities with data that can be used to measure and improve the delivery of maternity outpatient

clinic services• comparisons with 2015 results.

B.2 Methodology

B.2.1 Questionnaire design The survey instrument was developed during a series of Working Group meetings, which included maternity outpatient clinic staff and consumer representatives. Questions were based on the NHS Outpatients Department Survey 2011 (© Care Quality Commission), with some questions added, modified or removed. A copy of the questionnaire is included in Appendix G.

B.2.2 Scope Mothers were included who attended an appointment for antenatal/postnatal care (midwifery and/or obstetrics) at one of the participating facilities between 1 July – 30 September 2017.

Mothers were excluded from the sample if they: • had a home or phone appointment• were aged less than 16 years or more than 50 years (to help exclude gynaecology patients)• requested an interpreter• refused consent to be contacted to give feedback• had insufficient contact information• were a usual resident of an institution• were not a resident of Australia• were deceased or were recorded as having a deceased baby.

Mothers were excluded if, once contacted, they: • were unable to complete the interview due to hearing, speech, language or cognitive difficulties

or illness • were not available to do the interview during the survey period• declined to participate.

B.2.3 Sampling The patient information for the survey consisted of a list of eligible mothers who attended one of the 45 in-scope facilities for an antenatal or postnatal care appointment between 1 July and 30 September 2017. Sampling was conducted monthly.

The target sample size of at least 300 interviews per facility where the patient population permitted was calculated to provide a 95% confidence interval achieving a margin of error up to six percentage points either side of a point prevalence estimate of 60%.

For health facilities where the expected number of in-scope mothers was fewer than the number of mothers needed to achieve the required level of precision or where the number of mothers was only marginally higher, a census was attempted of all in-scope mothers.

With this sample design, the probability of selecting mothers varied across facilities. For example, mothers in smaller facilities had a higher probability of being selected than mothers from larger facilities. Statistical methods used to analyse the survey data account for these different selection probabilities.

A total of 14,528 mothers was selected to participate in the survey across the survey period.


B.2.4 Peer groups Facilities were classified into four peer groups that provide similar services to allow for valid comparisons between facilities3.

• Levels 5/6 – CSCF Levels 5 and 6 (5 facilities)• Level 4 – CSCF Level 4 (11 facilities)• Level 3 – CSCF Level 3 (20 facilities)• Level 1 – CSCF Level 1 (9 facilities).

No CSCF Level 2 facilities were included in the survey. A list of facilities in each peer group is included in Appendix C.

B.2.5 Pre-approach letter A pre-approach letter was sent to all selected mothers informing them of their selection in the survey and advising them that they could expect to receive a phone call in the following weeks. The letter also provided:

• details of the appointment for which they had been selected• an assurance of confidentiality, as the information would be collected under the Statistical

Returns Act (1896)• contact phone numbers where they could receive further information about the survey or change

their contact details.A flyer with general information for survey participants was also included.

B.2.6 Response rate The response rate is the number of interviews that can be used in the analysis as a percentage of all possible interviews that could have been achieved, had every in-scope person responded. This means that mothers who were considered out of scope for the survey were excluded from this calculation. A total of 6,082 interviews was achieved across the interviewing period, with a response rate of 43%.

• facilities with at least 30 interviews received individual reports with weighted population estimates• facilities with 10–29 interviews received individual reports with unweighted response counts only• facilities with1–9 interviews did not receive individual reports, but their results were included in the

Queensland and peer group results• no completed interviews.

Results formats vary depending on how many completed interviews were achieved:

3 Peer groups were based on the self-assessed level of the maternity service, according to the Clinical Services

Capability Framework for public and licensed private health facilities (CSCF) v3.2 – Queensland 2014.


B.3 Data analysis and presentation

B.3.1 How to interpret charts

This number represents the base used to calculate the percentages.

This is because these response counts are considered too small to produce statistically reliable results. However, these responses have been included in the calculation of overall Queensland and peer group results.

Percentages in this table may not add to 100% due to rounding.

B.2.7 Sample characteristics and weighting To calculate population estimates, weighting and benchmarking were applied to adjust for non-response in the sample, and to standardise the results for each facility, where sample sizes permitted.

Generalised regression weighting was used to calibrate the weight applied to each response during estimation to sum to the following marginal totals of mothers:

• age (16–24 years, 25–50 years)• type of telephone numbers (landline and mobile vs either landline only or mobile only)• peer group.

This had the effect of reducing the variance of whole of Queensland estimates. Due to small sample sizes, calibration by facility was not possible.

The Queensland profile of respondents comparing the proportions of original responses to the proportions after application of weighting and benchmarking is shown in Table 2 below.

Table 2: Sample characteristics Original (%) Benchmarked (%)

Age (years) 16-24 years 23.0 22.3 25–50 years 77.0 77.7

Type of telephone numbers 7.4 7.2 Both landline and mobile Either landline only or mobile only 92.6 92.8

Peer groups CSCF Levels 5/6 25.1 49.9 48.5 34.9 22.5 12.9

CSCF Level 4 CSCF Level 3 CSCF Level 1 3.9 2.2


B.3.3 Significance testing The results of significance testing for differences between 2015 and 2017 Queensland results are displayed in Appendix A. . Significance testing was undertaken on the estimated proportions of favourable responses at the 95%significance level, adjusted for multiple comparisons. Any statistically significant differences reported are either true differences, or the product of randomly extreme data that has less than a 5% chance of happening. For example, at the 95% significance level, one in 20 tests might be expected to incorrectly show a significant difference due to chance alone, adjusted for multiple comparisons.

Significance testing was performed on non-overlapping groups. Testing between the facility and the peer group or Queensland was performed excluding the facility from the peer group or Queensland results. Non-overlapping groups fulfil the statistical assumption of independence. Testing results of non-overlapping groups may also improve the likelihood for the detection of differences between the results tested.

Significant differences have been reported for each question. If a significant difference is not reported no significant difference was found.

B.3.2 Output interpretation Weighted population estimates As results are weighted up to population totals, reported percentages represent estimated population proportions.

Rounding Population estimates are rounded to whole numbers. Rounding may cause the aggregation of categories to sum to above or below 100%. Items that are less than 0.5% are rounded to 0%. Items that are 99.5% or more are rounded to 100%.

Missing categories Only the salient categories are presented in the graphs and tables. The categories that are typically not presented are ‘didn’t need’, ‘don’t know / can’t remember’ and ‘refused’. Where one or more of these categories represents a meaningful response they are included for reference.

Most favourable categories Percentages of respondents who gave the most favourable responses to questions were used in the analysis of significant differences and as the basis for ranking facilities in the stacked bar charts for the Maternity Outpatient Clinic Patient Experience Survey 2017.

The 2015 survey results were originally analysed on the basis of all favourable responses, but have been reanalysed here on the basis of the most favourable responses in order to enable valid comparisons. Therefore 2015 survey results reported here may differ from those previously published.

See Appendix E for the classification of most favourable responses.


Appendix C Peer groups Table 3: Facilities by peer group, with year first surveyed and results format

Abbreviation Facility First surveyed Results format

Levels 5/6 CSCF levels 5 and 6 Cairns Cairns Hospital 2015 Weighted estimates GCUH Gold Coast University Hospital 2015 Weighted estimates MatM Mater Mothers' Hospital 2015 Weighted estimates RBWH Royal Brisbane and Women's Hospital 2015 Weighted estimates TTH The Townsville Hospital 2015 Weighted estimates Level 4 CSCF Level 4 Bund Bundaberg Hospital 2015 Weighted estimates Cab Caboolture Hospital 2015 Weighted estimates HBay Hervey Bay Hospital 2015 Weighted estimates Ips Ipswich Hospital 2015 Weighted estimates Logan Logan Hospital 2015 Weighted estimates Mky Mackay Base Hospital 2015 Weighted estimates MtIsa Mount Isa Hospital 2015 Weighted estimates Rdclf Redcliffe Hospital 2015 Weighted estimates Rockn Rockhampton Hospital 2015 Weighted estimates SCUH Sunshine Coast University Hospital 2017 Weighted estimates Tmba Toowoomba Hospital 2015 Weighted estimates Level 3 CSCF Level 3 Attn Atherton Hospital 2015 Weighted estimates Ayr Ayr Hospital 2015 Weighted estimates Beaud Beaudesert Hospital 2015 Weighted estimates Bilo Biloela Hospital 2017 Unweighted counts Chnla Chinchilla Hospital 2017 Unweighted counts Cktwn Cooktown Multi Purpose Health Service 2017 Unweighted counts Emld Emerald Hospital 2015 Weighted estimates Gdstn Gladstone Hospital 2015 Weighted estimates Gwndi Goondiwindi Hospital 2017 Unweighted counts Gympie Gympie Hospital 2015 Weighted estimates Inghm Ingham Hospital 2017 Unweighted counts Innisfl Innisfail Hospital 2015 Weighted estimates Kroy Kingaroy Hospital 2015 Weighted estimates Mrba Mareeba Hospital 2015 Weighted estimates Ppine Proserpine Hospital 2015 Weighted estimates Rdlnd Redland Hospital 2015 Weighted estimates Roma Roma Hospital 2017 Unweighted counts Stanthp Stanthorpe Hospital 2017 Unweighted counts ThrsIs Thursday Island Hospital 2017 Unweighted counts Wrck Warwick Hospital 2015 Weighted estimates Level 1 CSCF Level 1 Bowen Bowen Hospital 2017 Weighted estimates CapCst Capricorn Coast Hospital and Health Service 2017 Weighted estimates CTwrs Charters Towers Hospital 2015 Unweighted counts Cherbg Cherbourg Hospital 2017 No individual results Clermt Clermont Multi Purpose Health Service 2017 No individual results Dysart Dysart Hospital 2015 No completed interviews Maryb Maryborough Hospital 2015 Weighted estimates Mrnbah Moranbah Hospital 2015 Unweighted counts Sarina Sarina Hospital 2017 No individual results

No CSCF Level 2 facilities were included in the survey.

See Appendix B for more information.


Appendix D Facilities by Hospital and Health Service Table 4: Facilities by Hospital and Health Service / Organisation Hospital and Health Service Facility Abbreviation Cairns and Hinterland Atherton Hospital Attn

Cairns Hospital Cairns Innisfail Hospital Innisfl Mareeba Hospital Mrba

Central Queensland Biloela Hospital Bilo Capricorn Coast Hospital and Health Service CapCst Emerald Hospital Emld Gladstone Hospital Gdstn Rockhampton Hospital Rockn

Darling Downs Cherbourg Hospital Cherbg Chinchilla Hospital Chnla Goondiwindi Hospital Gwndi Kingaroy Hospital Kroy Stanthorpe Hospital Stanthp Toowoomba Hospital Tmba Warwick Hospital Wrck

Gold Coast Gold Coast University Hospital GCUH Mackay Bowen Hospital Bowen

Clermont Multi Purpose Health Service Clermt Dysart Hospital Dysart Mackay Base Hospital Mky Moranbah Hospital Mrnbah Proserpine Hospital Ppine Sarina Hospital Sarina

Metro North Caboolture Hospital Cab Redcliffe Hospital Rdclf Royal Brisbane and Women's Hospital RBWH

Metro South Beaudesert Hospital Beaud Logan Hospital Logan Redland Hospital Rdlnd

North West Mount Isa Hospital MtIsa South West Roma Hospital Roma Sunshine Coast Gympie Hospital Gympie

Sunshine Coast University Hospital SCUH Torres and Cape Cooktown Multi Purpose Health Service Cktwn

Thursday Island Hospital ThrsIs Townsville Ayr Hospital Ayr

Charters Towers Hospital CTwrs Ingham Hospital Inghm The Townsville Hospital TTH

West Moreton Ipswich Hospital Ips Wide Bay Bundaberg Hospital Bund

Hervey Bay Hospital HBay Maryborough Hospital Maryb

Organisation Facility Abbreviation Mater Health Services Mater Mothers' Hospital MatM


Appendix E Definitions of most favourable responses Tests of significant differences were conducted by Z-tests using the most favourable responses. The most favourable, unfavourable and irrelevant responses for each question are listed in Table 4 below. Table 4: Most favourable, unfavourable and irrelevant responses

Topic group Question Question topic Most favourable responses

Unfavourable responses

Irrelevant responses

Overall rating of care

Q7 Rating of care received

Very good Good Adequate Poor Very poor

Don't know Refused

Before the appointment

Q6 Knew who to contact if concerned before appointment

n/a n/a n/a

Q8 Availability of suitable appointment times


Did not have an appointment

Don't know Refused

Q15 Offered other care options if not attending the hospital of first choice

n/a n/a n/a

Getting to hospital

Q21 Given information on how to get to hospital

Yes, definitely Yes, but it could be improved

No

Did not need this type of information

Don't know Refused

Arrival at clinic

Q22 Courtesy of receptionist

Excellent Very good

Good Fair Poor Very poor

Did not deal with a receptionist

Don't know Refused

Q23 Privacy at reception No Yes Don't know Refused

Waiting at the clinic

Q24 Length of wait after stated appointment time

On time/early Up to 15 mins

16-30 mins 31-60 mins 1-2 hours More than 2 hours

Did not have an appointment

Don't know Refused

Q25 Advised of expected wait time


Don't know Refused

Q26 Accuracy of wait time advice

Shorter As long as advised

Longer Don't know Refused

Q27 Apology for delay Always/Yes Mostly Sometimes Rarely Never/No

Don't know Refused

Environment and facilities

Q29 Things available to occupy other children


These weren't necessary Don't know Refused

Q30 Cleanliness of the maternity clinic


Don't know Refused

Q31 Cleanliness of the toilets at the maternity clinic


Didn't use toilet Don't know Refused


DalyJP

Typewritten Text

n/a Facilities were not ranked for this question and tests for significant differences were not performed.



Referral from another hospital

Q17 Transfer of medical information

n/a

Unfavourable responses n/a n/a

Q19 Transfer of test results

n/a n/a n/a

Q20 Redo tests because results not transferred

n/a n/a n/a

Tests Q33 Reason for tests explained in understandable way


Didn't need explanation Don't know Refused

Q34 Advised how test results would be provided


Don't know Refused

Q35 Tests results explained in understandable way


Results at later date Never told the results of

the tests Results to GP Don't know Refused

Model of care Q36 Model of care n/a n/a n/a Doctors Q39 How often same

doctor seen at maternity clinic

n/a n/a n/a

Q40 Main doctor seen at maternity clinic was present at birth

n/a n/a n/a

Q41 Sufficient time to discuss health with doctors


Haven't seen a doctor Don't know Refused

Q42 Doctors' perceived knowledge of medical history

n/a n/a n/a

Q43 Reasons for examinations, treatments, referrals etc. explained by doctors in a way mothers understood


Did not need an explanation

Did not need a treatment or action

Don't know Refused

Q44 Doctors listened to mothers


Don't know Refused

Q45 Felt comfortable to ask questions or discuss concerns with doctors


Don't know Refused

Q46 Understandable answers from doctors to mothers' questions

Always/Yes Mostly Sometimes Rarely Never/No Did not have an

opportunity to ask

Did not want to ask any important questions

Don't know Refused


DalyJP

Typewritten Text





Doctors Q47 Confidence and trust in doctors


Don't know Refused

Q49 Doctors discussed mothers' worries/fears about conditions or treatments


Did not attempt to discuss worries/fears

Don't know Refused

Q50 Felt supported after discussing worries or fears with doctors



Don't know Refused

Midwives Q37 How often same midwife seen at maternity clinic

n/a n/a n/a

Q38 Main midwife seen at maternity clinic was present at birth

n/a n/a n/a

Q51 Sufficient time to discuss health with midwives


Haven't seen a midwife Don't know Refused

Q52 Reasons for examinations, treatments, referrals etc. explained by midwives in a way mothers understood


Did not need an explanation

Did not need a treatment or action

Don't know Refused

Q53 Midwives listened to mothers


Don't know Refused

Q54 Felt comfortable to ask questions or discuss concerns with midwives


Don't know Refused

Q55 Understandable answers from midwives to mothers' questions

Always/Yes Mostly Sometimes Rarely Never/No Did not have an

opportunity to ask

Did not want to ask any important questions

Don't know Refused

Q56 Confidence and trust in midwives


Don't know Refused

Q58 Midwives discussed mothers' worries/fears about conditions or treatments


Did not attempt to discuss worries/fears Don't know Refused

Q59 Felt supported after discussing worries or fears with midwives



Don't know Refused


DalyJP

Typewritten Text




Healthy lifestyle assessment and support

Q60 Smoking status check Yes

Unfavourable responses No Don't know

Refused Q62a Quit smoking support

provided Yes No Don't know

Refused Q62 Quit smoking support

information n/a n/a n/a

Q63 Drinking status check Yes No Don't know Refused

Q65a Quit drinking support provided

Yes No Don't know Refused

Q65 Quit drinking support information

n/a n/a n/a

Q66 Alcohol guideline advice


Q67 Weight check Yes No Don't know Refused

Q69a Healthy weight support provided


Q69 Healthy weight support information

n/a n/a n/a

Q70 Breastfeeding discussion


Care and treatment

Q86 Treated with respect and dignity


Don't know Refused

Q87 Emotional health supported


Don't know Refused

Q88 Cultural needs respected


Did not have particular cultural needs Don't know Refused

Q72 Sufficient privacy during examination or treatment


Don't know Refused

Q77 Permission asked for medical/ midwifery students to be present during treatment or examination


Don't know Refused

Q73 Involved as much as desired in decisions about care and treatment


Don't know Refused

Q74 Mothers asked what was important to them


Don't know Refused

Q75 Pregnancy and birthing options discussed


Don't know Refused


DalyJP

Typewritten Text





Information Q9/10 Given printed information about pregnancy or birth

Yes No, but would have liked

No, not wanted Don't know Refused

Q11 Usefulness of printed information about pregnancy or birth


Q12 Reason printed information about pregnancy or birth not useful

n/a n/a n/a

Q13 Preferred means of accessing information

n/a n/a n/a

Q71 Sufficient information about pregnancy and birth

Yes No Not needed

Don't know Refused

Q78 Information provided to GP

n/a n/a n/a

Q79 Discussed next step after clinic appointment


Don't know Refused

Q80 Advised who to contact if worried


Telephone support

Q82 Time to get to speak with the right person when phoning the hospital with concerns

0-2 mins 3-4 mins

5-10 mins More than 10 mins Never Other

Don't know Refused

Q83 Number of people spoken with before getting through to the right person when phoning the hospital with concerns

0-2 3 or more Don't know Refused

Q84 Helpfulness of advice when phoning the hospital with concerns

Yes, definitely Yes, to some extent No

Don't know Refused

Q85 Reason advice not helpful when phoning the hospital with concerns

n/a n/a n/a

Complaints Q89 Information on how to provide feedback


Aboriginal and Torres Strait Islander mothers' cultural needs

Q94 Checked whether cultural practices desired in birthing plan


Q95 Provision of culturally appropriate resources


Q96 Offered support from an Aboriginal or Torres Strait Islander health worker or hospital liaison officer

Yes No, but would have liked to be asked

No, but didn't want or need to see one

Don't know Refused

Q97 Recommend clinic to Aboriginal and Torres Strait Islander family and friends

Yes, definitely Yes, probably No

There is no choice Don't know Refused


DalyJP

Typewritten Text


Appendix F Questionnaire changes A summary of questions that were changed between the 2015 and 2017 surveys are listed in Table 5 below. In addition, some questions asked in 2015 were removed, and the following new questions were added in 2017: Q45, Q50, Q54, Q59, Q87, Q75, Q13, Q81, Q82, Q83a, Q83b, Q83, Q84, Q85, Q96, Q98, Q99. A copy of the 2017 questionnaire is included in Appendix G.

Table 5: Summary of changes to questions between 2015 and 2013 Question Change 2017 questionnaire 2015 questionnaire

Q21 Question wording simplified.

Before your (first) appointment at [Hospital Name] maternity clinic, were you given information about how to get to [Hospital Name]?

Before your (first) appointment at [Hospital Name] maternity clinic, were you given information about how to get to [hospital name], for example transport options?

Q77 Question wording simplified.

(How often) Were you asked for permission for these students to be present?

(How often) Were you asked for permission for medical students or midwifery students to be present when you were being treated or examined?

Q79 Question wording changed.

Before you left the clinic, (how often) did a staff member discuss with you what would happen next, for example whether you needed another maternity clinic appointment, to see your GP, etc.?

Before you left the clinic, how often) were you told what would happen next (e.g. whether you needed another maternity clinic appointment, to see your GP etc.)?


Some patients might wish to give feedback such as compliments or complaints about the care they received. While at the maternity clinic were you told, or did you see a poster or brochure on how to do this?

While at the maternity clinic, did you ever see any posters or leaflets explaining how to complain or provide feedback about the care you received?


Some mothers might want to have cultural practices like boiling tea grass or eucalyptus leaves, having a smoking ceremony, full immersion in water, taking the placenta home, or other things. Did your (midwife/doctor/midwife or doctor) check if you required or wanted any specific cultural practices to be included in your birthing plan?

Did your (midwife/doctor/midwife or doctor) check if you required or wanted any specific cultural practices to be included in your birthing plan?


Appendix G Questionnaire Intro

Hello, this is … calling from the Queensland Government Statistician’s Office. We are conducting a survey on behalf of the Queensland Department of Health.

We are interviewing patients who have recently attended an outpatients clinic to ask about their perceptions of the care they received. You may remember receiving a letter to tell you we would call regarding your recent maternity clinic experiences.

The information you provide will help the Department of Health improve outpatient clinic services. The interview will only take around 12 minutes of your time.

Your responses are strictly confidential and no identifying information can be released to Queensland Health or any other body unless authorised or required by law. The information is being collected by the Queensland Government Statistician's Office and is protected by the Statistical Returns Act 1896. Your responses will be combined with those of other participants to compile aggregate information.

For male interviewers only – We also have female interviewers available if you would be more comfortable speaking to a female about your experiences.

Can we start now?

Some calls are monitored by my supervisor for training and quality purposes.

Q1 I'd just like to confirm that you have been to an appointment at <facility name>'s maternity clinic in the last few months? 1 Yes 2 No – visited a different hospital 3 No – not an outpatient at any clinic 4 No – received phone call or at home

care or telehealth 98 Don’t know 99 Refused to answer

If Q1 > 1 Interviewer prompt to check / End interview if still not ‘Yes’

If Q1 = 2 then read ‘The questions I’m asking are specifically about care delivered at <facility name>, so unfortunately I can’t proceed with this interview. As you have been to a different hospital, you may receive a call from an interviewer in relation to that hospital. Thank you for your time.’

If Q1 = 3 then End interview If Q1 > 3 then read ‘Many of the questions

are about the actual clinic and the physical environment, so unfortunately I won’t be able to proceed with the interview. Thank you for your time.’

Else go to Q2

Q2 Has your baby been born yet? 1 Yes 2 No 3 Miscarriage / termination / stillbirth / baby

died 99 Refused to answer

If Q2 = 3 apologise and End interview, code Out of Scope

If Q2 = 3 and respondent insists on completing the survey, code Q2 = 2

Else go to Q3

Q3 How many times have you visited this maternity clinic for this same pregnancy (and birth)? (If Q2=1 show ‘Int: This includes during the pregnancy and after the birth’)

1 This was the only time 2 2 to 3 times 3 4 to 8 times 4 More than 8 times 98 Don’t know 99 Refused to answer


Q4 Is/Was this your first pregnancy? 1 Yes, first pregnancy 2 No, second or more pregnancy 98 Don’t know 99 Refused to answer

Q5 In general, would you say your health is…? 1 Very good 2 Good 3 Adequate 4 Poor 5 Very poor 98 Don’t know 99 Refused to answer

Q6 Before your (first) appointment, did you know who to contact if you had any concerns about your and your baby's health? 1 Yes 2 No 98 Don’t know 99 Refused to answer

If Q3 = 1 go to Q7 Else go to Read1

Read1 For the rest of the questions, could you think about your experiences in general for all your visits to this maternity clinic, for this pregnancy?

Q7 Overall, how would you rate the care you received while in the maternity clinic? Would you say…? 1 Very good 2 Good 3 Adequate 4 Poor 5 Very poor 98 Don’t know 99 Refused to answer

Q8 (How often) Were you able to get an appointment time that suited you? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I didn't have an appointment 98 Don’t know 99 Refused to answer

Q9 Were you given any printed information about your pregnancy or birth by the maternity clinic? 1 Yes 2 No 98 Don’t know 99 Refused to answer

If Q9 = 1 go to Q11 Else if Q9 = 2 go to Q10 Else go to Q13

Q10 Would you have liked to be given printed information about your pregnancy or birth by the maternity clinic? 1 Yes 2 No 98 Don’t know 99 Refused to answer

Go to Q13

Q11 Did you find this information useful? 1 Yes 2 No 98 Don’t know 99 Refused to answer

If Q11 = 2 go to Q12 Else go to Q13

Q12 Why wasn't the information useful to you? If multiple reasons are given, choose the MAIN reason

1 It was not relevant 2 I couldn't understand it 3 I already knew it 4 Other (please specify) 98 Don’t know 99 Refused to answer

Q13 Would you prefer to receive printed information or to access it digitally, for example on your phone, tablet device or computer? 1 Printed 2 Digital 3 Both printed and digital 4 No preference 98 Don’t know 99 Refused to answer


Q14 Was the <facility name> your first choice of hospital for your maternity clinic appointment? 1 Yes 2 No 3 I didn’t have a choice of hospitals 98 Don’t know 99 Refused to answer If Q14 = 2 go to Q15 Else go to Q16

Q15 Were you provided with other options, such as care via telehealth? 1 Yes 2 No 98 Don’t know 99 Refused to answer

Q16 Were you referred to this hospital from another hospital? 1 Yes 2 No 98 Don’t know 99 Refused to answer

If Q16 > 1 go to Read2 Else go to Q17

Q17 Did the staff at the new hospital have your medical information from the previous hospital? 1 Yes 2 No 98 Don’t know 99 Refused to answer

Q18 Had you had any tests at the previous hospital? 1 Yes 2 No 98 Don’t know 99 Refused to answer


Q19 Did the staff at <facility name> maternity clinic have the results of those tests? 1 Yes 2 No 98 Don’t know 99 Refused to answer


Q20 Did you have to redo any tests? 1 Yes 2 No 98 Don’t know 99 Refused to answer

Read2 Next is a question about getting to <facility name>.

Q21 Before your (first) appointment at <facility name>’s maternity clinic, were you given information about how to get to <facility name>? Would you say…? 1 Yes, definitely 2 Yes, but it could be improved 3 No 4 I didn’t need this type of information 98 Don’t know 99 Refused to answer

Read3 Next are some questions about when you arrived at the <facility name> maternity clinic.

Q22 When you arrived at the maternity clinic, how would you rate the courtesy of the receptionist? Would you say…? 1 Excellent 2 Very good 3 Good 4 Fair 5 Poor 6 Very poor 7 I didn’t deal with a receptionist 98 Don’t know 99 Refused to answer

If Q22 = 7 go to Read4 Else go to Q23

Q23 In the reception area, could other patients overhear what you talked about with the receptionist? 1 Yes 2 No 98 Don’t know 99 Refused to answer


Read4 Next are some questions about waiting at the maternity clinic.

Q24 (On average,) How long after the stated appointment time did (the appointment / your appointments) start? Int: read options 1–6 if necessary

1 Seen on time, or early 2 Waited up to 15 minutes 3 Waited 16–30 minutes 4 Waited 31–60 minutes 5 Waited more than 1 hour but no more

than 2 hours 6 Waited more than 2 hours 7 I didn't have an appointment 98 Don’t know 99 Refused to answer

If Q24 = 3 or Q24 = 4 or Q24 = 5 or Q24 = 6 go to Q25

Else go to Read5

Q25 (How often, when there was a delay,) Were you advised how long you would have to wait? (Would you say…) If multiple appointments, read options 1–5

Int: this includes being told by a person, information displayed on a screen or board, or receiving a piece of paper with that information

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 98 Don’t know 99 Refused to answer

If Q25 < 5 go to Q26 Else go to Q27

Q26 (In general,) Was your actual wait longer, shorter, or about the length you were advised? 1 Shorter 2 About as long as advised 3 Longer 98 Don’t know 99 Refused to answer

Q27 (How often) Did someone apologise for the delay? (Would you say …) If multiple appointments, read options 1–5


Read5 Next are some questions about the maternity clinic environment at <facility name>.

Q28 Did you (ever) have any children with you at the maternity clinic? 1 Yes 2 No 98 Don’t know 99 Refused to answer


Q29 (How often) Were there things available to occupy them, for example books, toys, videos or play equipment? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 These weren't necessary 98 Don’t know 99 Refused to answer

Q30 (In general,) How clean was the maternity clinic? Would you say…? 1 Very clean 2 Fairly clean 3 Not very clean 4 Not at all clean 98 Don’t know 99 Refused to answer


Q31 (In general,) How clean were the toilets at the maternity clinic? Would you say… 1 Very clean 2 Fairly clean 3 Not very clean 4 Not at all clean 5 I did not use a toilet 98 Don’t know 99 Refused to answer

Read6 Next are some questions about tests, such as scans or blood tests, and so on.

Q32 Whilst in <facility name> maternity clinic, did you (ever) have any tests such as scans or blood tests? 1 Yes 2 No 98 Don’t know 99 Refused to answer


Q33 (How often,) Did a member of staff explain why you needed these tests in a way you could understand? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I did not need an explanation 98 Don’t know 99 Refused to answer

Q34 (How often) Did a member of staff tell you how you would find out the results of your tests? (Would you say …) If multiple appointments, read options 1–5


Q35 (How often) Did a member of staff explain the results of the tests in a way you could understand? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I was told I would get the results at a

later date 7 I was never told the results of the tests 8 I was told my results would go to the GP 98 Don’t know 99 Refused to answer

Read7 Next are some questions about who you are having your care with.

Q36 (Are you having / Did you have) all your care with a midwife, or all your care with a doctor at the maternity clinic, or (are you having / did you have) shared care with a midwife and a doctor at the maternity clinic? A doctor can be an intern, resident, registrar or consultant. 1 Midwife only 2 Doctor only 3 Both midwife and doctor 98 Don’t know 99 Refused to answer

If Q36 = 1 and Q3 >1 go to Q37 Else if Q36 = 1 and Q2 = 1 and Q3 = 1 go

to Q38 Else if Q36 = 1 go to Read9 Else if Q36 = 2 and Q3 >1 go to Q39 Else if Q36 = 2 and Q2 = 1 and Q3 = 1 go

to Q40 Else if Q36 = 2 go to Read8 Else if Q36 = 3 and Q3 >1 go to Q37 Else if Q36 = 3 and Q2 = 1 and Q3 = 1 go

to Q38 Else if Q36 = 3 go to Read8 Else go to Read 9


Q37 (Do / Did) you see the same midwife whenever you (go / went) to the maternity clinic? Would you say… 1 Always 2 Mostly 3 Sometimes 4 Rarely 5 Never 98 Don’t know 99 Refused to answer

If (Q37 = 1 or Q37 = 2) and Q2 = 1 go to Q38

Else if Q36 = 3 go to Q39 Else go to Read9

Q38 Was (that midwife / the midwife you saw at your maternity clinic appointment) present when you gave birth? 1 Yes 2 No 98 Don’t know 99 Refused to answer

If Q36 = 3 and Q3 = 1 go to Q40 Else if Q36 = 3 and Q3 > 1 go to Q39 Else go to Read9

Q39 (Do / Did) you see the same doctor whenever you (go / went) to the maternity clinic? Would you say… 1 Always 2 Mostly 3 Sometimes 4 Rarely 5 Never 98 Don’t know 99 Refused to answer

If (Q39 = 1 or Q39 = 2) and Q2 = 1 go to Q40

Else go to Read8

Q40 Was (that doctor / the doctor you saw at your maternity clinic appointment) present when you gave birth? 1 Yes 2 No 98 Don’t know 99 Refused to answer

Read8 Next are some questions about doctors during (the appointment / your appointments). (And then there will be some questions about midwives.)

Q41 (How often) Did you have enough time to discuss your and your baby's health with the doctor? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I haven’t seen a doctor 98 Don’t know 99 Refused to answer


Q42 (How often) Did the doctor seem to know enough about your medical history? (Would you say…) If multiple appointments, read options 1–5


Q43 (How often) Did the doctor explain the reasons for any examinations, treatments, referrals and so on, in a way that you could understand? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I did not need an explanation 7 I did not need any treatment or action 98 Don’t know 99 Refused to answer

Q44 (How often) Did the doctor listen to what you had to say? (Would you say …) If multiple appointments, read options 1–5



Q45 (How often) Did you feel comfortable to ask questions or discuss concerns with the doctor? (Would you say …) If multiple appointments, read options 1–5


Q46 If you had important questions to ask the doctor, (how often) did you get answers that you could understand? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I did not have an opportunity to ask 7 I did not want to ask any important

questions 98 Don’t know 99 Refused to answer

Q47 (How often) Did you have confidence and trust in the doctor examining and treating you? (Would you say …) If multiple appointments, read options 1–5


Q48 Did you have worries or fears about your condition or treatment while in the maternity clinic? 1 Yes 2 No 98 Don’t know 99 Refused to answer

If Q48 = 1 go to Q49 Else if Q36 = 3 go to Read9 Else go to Read11

Q49 (How often) Did the doctor discuss them with you? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I did not attempt to discuss any

worries/fears with the doctor 98 Don’t know 99 Refused to answer

If Q49 = 1 or Q49 = 2 or Q49 = 3 go to Q50 Else if Q36 = 3 go to Read9 Else go to Read11

Q50 (How often) Did you feel supported after discussing your worries or fears with the doctor? (Would you say …) If multiple appointments, read options 1–5


worries/fears with the doctor 98 Don’t know 99 Refused to answer

If Q36 = 3 go to Read9 Else go to Read11

Read9 Next are some questions about midwives during (the appointment / your appointments).

Q51 (How often) Did you have enough time to discuss your and your baby's health with the midwife? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I haven’t seen a midwife 98 Don’t know 99 Refused to answer



Q52 (How often) Did the midwife explain the reasons for any examinations, treatments, referrals and so on, in a way that you could understand? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I did not need an explanation 7 I did not need any treatment or action 98 Don’t know 99 Refused to answer

Q53 (How often) Did the midwife listen to what you had to say? (Would you say …) If multiple appointments, read options 1–5


Q54 (How often) Did you feel comfortable to ask questions or discuss concerns with the midwife? (Would you say …) If multiple appointments, read options 1–5


Q55 If you had important questions to ask the midwife, (how often) did you get answers that you could understand? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I did not have an opportunity to ask 7 I did not want to ask any important

questions 98 Don’t know 99 Refused to answer

Q56 (How often) Did you have confidence and trust in the midwife examining and treating you? (Would you say …) If multiple appointments, read options 1–5


If Q48 = 1 go to Read10 Else if Q48 > 1 go to Read 11 Else go to Q57

Q57 Did you have worries or fears about your condition or treatment while in the maternity clinic? 1 Yes 2 No 98 Don’t know 99 Refused to answer



Read10 You mentioned earlier that you had some worries or fears about your condition or treatment while in the maternity clinic.

Q58 (How often) Did the midwife discuss them with you? (Would you say …) If multiple appointments, read options 1–5


worries/fears with the midwife 98 Don’t know 99 Refused to answer


Q59 (How often) Did you feel supported after discussing your worries or fears with the midwife? (Would you say …) If multiple appointments, read options 1–5


worries/fears with the midwife 98 Don’t know 99 Refused to answer

Read11 Next are some questions about your lifestyle.

Q60 Did a (midwife / doctor / midwife or doctor) at the maternity clinic ask if you smoked cigarettes? Int: This means smoking during the pregnancy.

1 Yes 2 No 98 Don’t know 99 Refused to answer


Q61 Did you respond ‘Yes’ or ‘No’? Int: This means how did you respond when asked if you smoked



Q62 Did the (midwife / doctor / midwife or doctor) support you to stop smoking by…? Int: Read out options 1 and 2, and tick all that apply

1 Telling you about the Quitline 2 Providing you with information 3 Neither of these 98 Don’t know 99 Refused to answer

Q63 Did a (midwife / doctor / midwife or doctor) at the maternity clinic ask if you drink alcohol? Int: This means drinking alcohol during the pregnancy



Q64 Did you respond ‘Yes’ or ‘No’? Int: This means how did you respond when asked if you drank alcohol




Q65 Did the (midwife / doctor / midwife or doctor) support you to not drink alcohol by …? Int: Read out options 1 and 2, and tick all that apply

1 Telling you about a relevant service 2 Providing you with information 3 Neither of these 98 Don’t know 99 Refused to answer

Q66 Did the (midwife / doctor / midwife or doctor) tell you that not drinking alcohol during pregnancy and breastfeeding is safest for you and your baby? 1 Yes 2 No 98 Don’t know 99 Refused to answer

Q67 (Did a / Has a) (midwife / doctor / midwife or doctor) at the maternity clinic (monitor / monitored) your weight during your pregnancy? 1 Yes 2 No 98 Don’t know 99 Refused to answer

Q68 Did the (midwife / doctor / midwife or doctor) express concern about your weight? Int: this includes both underweight and overweight concerns



Q69 Did the (midwife / doctor / midwife or doctor) support you to eat a healthy diet by …? Int: Read out options 1 and 2, and tick all that apply

1 Referring you to a dietitian 2 Providing you with information 3 Neither of these 98 Don’t know 99 Refused to answer

Q70 Did the (midwife / doctor / midwife or doctor) at the maternity clinic discuss breastfeeding with you? 1 Yes 2 No 98 Don’t know 99 Refused to answer

Read12 Next are some questions about your appointment/s overall.

Q71 Have you been given enough information about your pregnancy and birth (to date) by the maternity clinic? 1 Yes 2 No 3 I have not needed this type of

information 98 Don’t know 99 Refused to answer

Q72 (How often) Were you given enough privacy when being examined or treated? (Would you say …) If multiple appointments, read options 1–5


Q73 (How often) Were you involved as much as you wanted to be in decisions about your care and treatment? (Would you say …) If multiple appointments, read options 1–5



Q74 (How often) Did the (midwife / doctor / midwife or doctor) and/or staff ask you what was important to you in managing your pregnancy and birth? (Would you say …) If multiple appointments, read options 1–5


Q75 Did a doctor or midwife discuss with you options for your pregnancy care and birthing? Would you say...? Int: This could be things like: maternity shared care, or a water birth for example, or other options.

1 Yes, completely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused to answer

Q76 Were medical students or midwifery students (ever) present when you were being treated or examined? 1 Yes 2 No 98 Don’t know 99 Refused to answer


Q77 (How often) Were you asked for permission for these students to be present? (Would you say …) If multiple appointments, read options 1–5


Read13 Next are some questions about information provided to you.

Q78 As far as you know, (how often) was your GP given all the necessary information about the advice or treatment that you received at your appointment? (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I don’t have a GP 98 Don’t know 99 Refused to answer

Q79 Before you left the clinic, (how often) did a staff member discuss with you what would happen next, for example whether you needed another maternity clinic appointment, to see your GP etc.? (Would you say …) If multiple appointments, read options 1–5


Q80 Did maternity clinic staff tell you who to contact if you were worried after you left the maternity clinic? 1 Yes 2 No 98 Don’t know 99 Refused to answer

Q81 Did you phone <facility name> because you had concerns about yourself or your baby? Int: This means during this pregnancy (or since the birth)




Q82 How long did it take until you were put through to the right person? Would you say it took … 1 Not more than a couple of minutes 2 3 or 4 minutes 3 5 to 10 minutes 4 More than 10 minutes 5 Never got through to the right person 6 Other (please specify) 98 Don’t know 99 Refused to answer


Q83 How many different people did you speak with before you got through to the right person? Int: If R can’t remember exactly, ask for her best guess

1 The right person answered the phone 2 (please specify) numeric 98 Don’t know 99 Refused to answer

Q84 When you spoke with the right person, did you find their advice helpful? Would you say … 1 Yes, definitely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused to answer

If Q84 = 2 or Q84 = 3 go to Q85 Else go to Read14

Q85 Why wasn’t the advice (entirely) helpful? 1 Told to go to Emergency Department 2 Told to go to maternity clinic 3 Told to go to GP / own doctor 4 Other (please specify) 98 Don’t know 99 Refused to answer

Read14 Next are some questions about your overall impressions.

Q86 (How often) Did you feel you were treated with respect and dignity while you were in the maternity clinic? (Would you say …) If multiple appointments, read options 1–5


Q87 Now, thinking about emotional changes you may have experienced during your pregnancy (birthing, parenting,) and life changes … Did you feel that your emotional health was supported by staff at the maternity clinic? Would you say … 1 Yes, completely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused to answer

Q88 (How often) Were your cultural needs respected by the staff of the maternity clinic, or did you not have particular cultural needs during your clinic (visit? / visits?) (Would you say …) If multiple appointments, read options 1–5

1 Always / Yes 2 Mostly 3 Sometimes 4 Rarely 5 Never / No 6 I did not have particular cultural needs

during the clinic visit/s 98 Don’t know 99 Refused to answer


Q89 Some patients might wish to give feedback such as compliments or complaints about the care they received. While at the maternity clinic were you told, or did you see a poster or brochure on how to do this? 1 Yes 2 No 98 Don’t know / Can’t remember 99 Refused to answer

Read15 As I mentioned earlier, the information we collect will help the Department of Health in improving services.

Q90 Was there anything particularly good about your visit/s to the maternity clinic that hasn’t already been covered? 1 Yes (please specify) 2 No 98 Don’t know 99 Refused to answer

Q91 Was there anything about the maternity clinic that could have been improved that hasn’t already been covered? 1 Yes (please specify) 2 No 98 Don’t know 99 Refused to answer

If <indig_status> = 9 (Indigenous status not known) go to Q92

Else if <indig_status> = 1 (Aboriginal) or <indig_status> = 2 (Torres Strait Islander) or <indig_status> = 3 (both Aboriginal and Torres Strait Islander) go to Q94

Else if <indig_status> = 4 (non-Indigenous) and <askAge> = 1 (age not known) go to Q98

Else go to Closing

Q92 Are you of Aboriginal or Torres Strait Islander origin? 1 Yes 2 No 98 Don’t know 99 Refused to answer

If Q92 = 1 go to Q93 Else if Q92 > 1 and <askAge> = 1 (age not

known) go to Q98 Else go to Closing

Q93 Are you of Aboriginal origin, Torres Strait Islander origin or both? 1 Aboriginal 2 Torres Strait Islander 3 Both Aboriginal and Torres Strait

Islander 98 Don’t know 99 Refused to answer

Q94 Some mothers might want to have cultural practices like boiling tea grass or eucalyptus leaves, having a smoking ceremony, full immersion in water, taking the placenta home, or other things. Did your (midwife / doctor / midwife or doctor) check if you required or wanted any specific cultural practices to be included in your birthing plan? 1 Yes 2 No 98 Don’t know 99 Refused to answer

Q95 Did the maternity clinic have any culturally appropriate resources, such as posters and pamphlets available? 1 Yes 2 No 98 Don’t know 99 Refused to answer

Q96 Were you offered support from an Aboriginal or Torres Strait Islander health worker or hospital liaison officer? Would you say...? 1 Yes 2 No, but I would have liked to be asked 3 No, but I didn’t want or need to see

one 98 Don’t know 99 Refused to answer

Q97 Would you recommend the <facility name> maternity clinic to your Aboriginal and Torres Strait Islander family and friends? Would you say...? 1 Yes, definitely 2 Yes, probably 3 No 4 There is no choice 98 Don’t know 99 Refused to answer

If <askAge> = 1 (age not known) go to Q98 Else go to Closing


Q98 We don’t appear to have your date of birth in our records. Would you mind providing your date of birth? 1 Gives date of birth (please specify) 99 Refused to answer

If Q98 = 99 go to Q99 Else go to Closing

Q99 Would you mind giving your age in years? 1 Gives age in years (please specify) 99 Refused to answer

Closing Thanks. That concludes the survey. Your responses are strictly confidential and no identifying information can be released to Queensland Health or any other body unless authorised or required by law. The information is being collected by the Queensland Government Statistician's Office and is protected by the Statistical Returns Act 1896. Your responses will be combined with those of other participants to compile aggregate information. Thank you very much for your assistance.


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