As wonderful as it might be to have all this detailed information, my
suspicion is that it's simply not going to happen. Six choices for every
question is simply too much work, in my opinion. Moms don't feel they have
that much time. I think the paper survey will end up in the trash can. In
person or over the phone, however, we have the opportunity to coax and
stroke the mom- I don't mean influence - just encourage her to give a few
more minutes thought to what her experience was.  Mothers often complain to
me - as a LLLLeader on the phone or as a private practice LC.  Whenever I
ask why they haven't written to the hospital, or wherever, it's always
something they feel no one would heed and moms don't have time for.
Anne Grider, IBCLC
Marietta, GA

On Dec 19, 2007 8:29 AM, Dawn Kersula <[log in to unmask]> wrote:

> MIchelle and Colleagues,
>
> I wonder if a complaint form is what you want! The statistics and info may
> be useful but the hairs standing up on backs of necks and heads may make
> too
> dense a forest to get through to the hospital administrators!
>
> So - how about a Feedback Form! This should the sort of eval that's used
> constantly in hospitals.(Press Ganey here in the eastern US, and others
> elsewhere I"m sure.) We also do them for all our continuing education -
> you
> know the drill....
>
> Start with how you will score on a Likert scale - 0-5, with 0 as "No
> opinion/Not Applicable" and 5 as "Strongly Agree".  Or whatever. Then come
> up with some statements, for instance,
>
> I was able to nurse my baby as soon as I wanted to.
> 0 - NA 1 - Strongly disagree 2 - Disagree 3 Neither agree nor disagree 4-
> Agree 5 - Strongly Agree
>
> The nurses helped with feedings until I felt competent and comfortable
> doing
> it myself.
> 0  1  2  3  4  5
>
> I received accurate information about breastfeeding from my nurses.
>
> I received consistent information about breastfeeding from my nurses.
>
> I received accurate information about breastfeeding from my doctors.
>
> I got good prenatal information about breastfeeding.*
>
> I had an IBCLC help me with feeding my baby when I needed extra help.
>
> When I left the hospital I felt confident about knowing when my baby was
> getting enough to eat.
>
> When I left the hospital I had the information I needed to get help with
> breastfeeding if we needed it.
>
> * Have a place where moms can put comments at the end, if you have info
> you'd like to know further. For instance, if they got good prenatal info,
> where did it come from?  Also, you might want to say, "Is there anything
> else you'd like to tell us about your breastfeeding experience at Solitary
> Community Hospital?" These comments will be very useful too.
>
> Using a scale like this gives you the chance to get hard info. For
> instance,
> you can say to the manager, "80% of mothers say they did not get
> consistent
> info from their nurses. None of them got good prenatal info."  Then your
> next step is to say, "We clearly need some good training for our nurses,
> and
> a good prenatal breastfeeding class."
>
> This would make a wonderful quality improvement project.
>
> We did a phone survey several years ago where we asked mothers many of
> these
> same kinds of questions - we were looking at duration statistics, I think
> at
> three months. Our WIC Breastfeeding Specialist, Ellen Forsythe, insisted
> we
> include, "Who helped you the most?" And it was our IBCLCs who helped the
> most. That's powerful data!
>
> Best of luck with this project....No flames!!
> Dawn Kersula MA, RN, IBCLC, FACCE
> The Birthing Center at Brattleboro Memorial Hospital
> www.bmhvt.org
> Vermont USA
>
> I just ordered two of those great calendars!
>
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>

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