In my experience, hospital administrations seem to take customer comments and
complaints seriously if these remarks come directly from the customer.
Customer letters are more likely to result in change if remarks make logical
sense to administrators. Logical sense may include that the remarks and
suggestions would help meet required standards of care and increase customer
satisfaction, areas that the administrator is responsible for. In a weekly
New Mom's Group that I facilitate, on a regular basis the topic of
in-hospital breastfeeding support comes up. I encourage and emphazise how
helpful it is to write down those comments, both positive and negative, and
send this information to hospital administration. Rarely does this actually
happen.  I think one of the main reasons that postpartum moms don't follow
thru with this is because they are postpartum moms. Many feel overwhelmed and
exhausted, for months. So, how to get the info to document need for increased
services? I'm considering a postpartum survey that moms could fill out before
or after group. This may be a more doable way for new moms to communicate
reactions and concerns. This may also give new moms an additional avenue for
expressing feelings. Has anyone developed a tool like this? Does anyone have
suggestions for specific questions or have suggestions on how to word
questions in ways that admin & staff would likely be open to?  ie:

Were you satisfied with the breastfeeding support you received while in the
hospital?

What did the staff do that was helpful to you for initiation of
breastfeeding?
or
How was the staff helpful with breastfeeding?

What could the staff have done differently to increase your satisfaction?
or
How could the staff been more helpful with breastfeeding?

This could be used in during a childbirth class reunion also.
Or I could write a proposal that every postpartum mom is offered this survey.
I'm beginning to feel overwhelmed too.

Deborah Tobin