Observational studyJournal of paediatrics and child health2025
Unstructured Parental Feedback at A Tertiary Maternity Hospital: A Cohort Study Using Routinely Collected Health Data.
Observational study in Journal of paediatrics and child health, 2025. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Not yet cited in PubMed.
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Authors and funding
7 authors.
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Abstract
backgroundHospital care for neonates can be challenging for parents, and a negative parental experience can affect the well-being of the infant after discharge. A family-centred approach is the gold standard of care in neonatology.
aimThis study aimed to identify common themes in voluntary unstructured feedback received from parents and caregivers of infants admitted to the neonatal intensive care unit, special care nursery or postnatal ward or followed up by neonatal outpatient services at a tertiary Australian Women and Children's Hospital. These findings are intended to inform the development of effective family-centred neonatal care approaches.
methodsThis single-centre observational study used routinely collected unstructured parental voluntary feedback received between 2010 and 2021. All feedback is entered prospectively in the online consumer feedback module of a reporting database (RiskMan). Deductive thematic analysis (whereby themes, codes and categories were chosen prior to the analysis) was used to analyse the extracted quotations.
resultsDuring the study period, 3533 unstructured feedback items were received. Most of the feedback received was compliments (2725/3533, 77.1%). The main feedback category was 'staff competency and efficiency', which accounted for 80.8% (2201/2755) of the compliments and 45.0% (364/808) of the complaints. Most complaints were from outpatient services and postnatal wards and centred around 'infrastructure and systems' (280/808, 34.7%) and 'information, explanation and communication' (152/808, 18.8%).
conclusionsParental satisfaction was positively affected by 'staff competency and efficiency'. This study supports collecting and analysing unstructured feedback to reflect parental experiences and drive quality improvement.
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