Patient experience survey report – policy statement

Learning from insight into women’s experiences of maternity care are crucial for the NHS to understand what has gone well and where further action and improvement is needed.

This qualitative analysis tells us that there is a strong sense of appreciation and gratitude for NHS maternity care, particularly for staff, but this sits alongside variability in experiences and inconsistencies in care.

The importance of feeling listened to and heard was a prevalent theme in the data and can be associated with poorer care experiences, impacting the health and wellbeing of mother and baby. To improve this, we have asked trusts to offer all women a Personalised Care and Support Plan setting out a woman’s social and clinical needs and decisions about care.

Some women reported discrimination relating to ethnicity, younger age or sexuality. This was not common, but when it happened it had a significant impact. That’s why we are urgently tackling these inequities by supporting local leaders in cultural and organisational change through a new Perinatal Equity and Anti-Discrimination Programme.

We recognise these experiences highlight that for some women the care we provide is not as good as we want it to be.

This work sits alongside the national investigation into maternity and neonatal services, which reflects the seriousness of the challenges we face and the determination to learn, improve and rebuild trust with women and families.

There remains much more to do to make all care safe, and to make care equitable for all women, babies, and families; but providing them with the very best care before, during and after their pregnancy is our absolute priority.