Stories from new mothers: the importance of good communication

As part of Healthwatch England wider programme of work on maternal mental health, Healthwatch England worked with four local Healthwatch to speak to new mothers about their experience of maternal mental health care. During the interviews, they talked about issues such as: 

• miscommunication (or lack of communication);
• lack of agency. 

Miscommunication 

All mothers deserve agency over their maternity care, with the ability to make informed choices. NHS England's Better Births plan states that each mother should have a personalised care and support plan (PCSP). A key part of the personalised care and support plan is good communication, listening to mothers and allowing them to make informed choices.

However, the new mothers we spoke to told us they experienced a miscommunication about their care, meaning they didn't have the opportunity to make their needs heard and sometimes needed to understand the care options they were consenting to fully. 

"I guess communication would have been the most useful thing to have had [during maternity], kind of on all fronts, really." Mother interviewed by Healthwatch Brighton and Hove

Miscommunication, or a complete lack of communication, often led to a lack of agency. 

Lack of agency 

Mothers felt that healthcare staff didn't adequately inform them about what they were experiencing or consenting to, didn't consider their wishes, and were treated more like "vessels in the care system than humans." This had knock-on negative impacts on maternal mental health, contributing to doubts, stress and confusion after birth. 

"I found that with every pregnancy I've had, I haven't really understood or had a proper debrief of what happened… I would have liked to know, actually, not even necessarily at the time because I understand that decisions need to be made and things need to happen quickly to ensure that everyone has the healthiest outcome. Afterwards, it would have been really nice to know, actually, why this happened; I don't know what caused the bleeding, and I don't know how much I lost. No, I don't think that I was fully informed, I don't think I was particularly consulted, I just think it felt like I had to go along with whatever I was being told." Mother interviewed by Healthwatch Bristol 

Conditions of better communication 

Continuity of carer

NHS England recognises the effectiveness of continuity of carer in implementing properly informed decision-making. However, as Healthwatch England's previous blog details, the mothers we spoke to are not receiving this continuous care. Lack of continuity of carer can exacerbate issues of miscommunication. 

Mothers stated each healthcare professional would tell them something different, or they would find out about something too late. Another mother interviewed by Healthwatch Bristol, whose baby had a heart defect, fell through the gaps and wasn't offered the diagnostic scans she wanted in time, and missed the slot for being able to carry out those scans. Waiting for these scans and not knowing what would happen caused her anxiety. 

Informed choice 

Several mothers highlighted that they had to make decisions in an impaired state, which brings up issues of informed consent. 

For example, one mother who had to have a blood transfusion didn't get an explanation at the time that she wouldn't be able to give blood in the future. Although she would have had the transfusion anyway, that missing information left her with resentment, loss and anxiety, which could have been better mediated. 

"I would have had [the transfusion] anyway, but I would have preferred for them to have explained it to me. I'd always wanted to give blood, it's such a trivial thing, but I never knew that accepting the blood transfusion would mean I would never be able to give blood. It was just kind of like, "You need a blood transfusion." Mother interviewed by Healthwatch Bristol 

Accessible information 

Mothers, especially during the Covid-19 pandemic, were often on their own during labour. This exacerbated difficulties in understanding processes, as they did not have someone to explain and advocate on their behalf, leading to confusion that could only be processed post-birth.

One mother had dyslexia, which meant she could not properly read the document she was given with information about an emergency c-section. She did not know what she was consenting to. 

"This doctor comes in with all this paperwork, and she's like, 'Oh, so these are the side effects. Oh, don't - oh, it's alright. It's alright. You could lose your uterus, but it's okay, that's only-' And I'm like, 'what is going on?' Like, I remember signing for the C-section afterwards, like, a few weeks after, when I was a bit more in my right mind, I was like, 'as if I was able- like, as if they let me sign to that in the state I was in,' you know what I mean, like, without anyone present." Mother interviewed by Healthwatch Wirral 

This contradicts the right to receive healthcare in the formats people can understand, as the Accessible Information Standard of 2016 states. Healthwatch England have highlighted people's rights to accessible healthcare through our Your Care, Your Way campaign. 

Listening 

Good communication doesn't just refer to properly conveying information but also to listening to mothers' wishes and responding accordingly. This mother was told she had to have an epidural, which she didn't want to. 

"I was very against having an epidural. I don't like medical intervention. I don't feel safe. And being that vulnerable, I had to feel safe. Because I wasn't in control of anything, nothing had gone to plan. The doctor was there shouting at me. And he was like, 'You need an epidural.' I was like, 'I can't, I don't, I refuse.' And he's like, 'Well, you need one, so you're gonna have to have one.'" Mother interviewed by Healthwatch Wirral

Some mothers had to ask somebody to advocate for them, such as a partner or a caring midwife. 

"I saw two midwives quite early on. […] I was assessed a further time by a midwife, but then I never at any point saw a doctor, and I don't think I needed to at that point. But, it was not until my friend who was a doctor within the hospital went, 'No, this is ridiculous, she needs to be seen.'" Mother interviewed by Healthwatch Brighton and Hove

The role of signposting 

Mothers told Healthwatch England that services didn't signpost them to teams or organisations they should contact for specific types of care, leaving them adrift with additional stress. 

"I had to say to her like, 'Which team am I under? How do I contact them?'. She didn't give me any information. She just said, ', Oh, you can just look online,' and she then told me that she was the team leader for that team. Luckily, it wasn't a team that I was under. But I just sort of a bit shocked at how skeletal it felt, and I just didn't see the point of the appointment, so that probably didn't set me off on the right foot." Mother interviewed by Healthwatch Cambridgeshire and Peterborough

Policy context

Personalised care 

"Personalised care" was one of the key principles for maternity services set out by the Better Births report in 2016 and was reiterated in the Long Term Plan in 2019.

The recently released three-year maternity delivery plan for maternity and neonatal services emphasises "listening to and working with women" as a key theme, detailing the importance of "care that is personalised", including clear choices, open and honest dialogue, and involving birthing parents through a family integrated care approach.

Healthwatch England also knows that continuity of carer can give mothers a sense of empowerment and agency and build lasting relationships with the same health professionals. Yet as Healthwatch England highlighted in their previous blog focused on continuity of carer, the national target date for continuity of carer has been suspended in light of the unprecedented workforce challenges faced by maternity services.

Resource issues to deliver personalised care 

The three-year delivery plan states that personalised care will be provided by "empowering maternity and neonatal […] by providing the time, training, tools, and information, to deliver the ambitions above". Yet the suspension of continuity of care targets indicates that maternity and neonatal staff do not have the necessary resources to consistently deliver the level of compassion, information, and one-to-one support needed.