Heartbeat: Infant feeding team ‘MBRRACE’ change
April 15, 2021
Breastfeeding – it’s a skill, some people take naturally to it and others need a little guidance to help them get the hang of it. Our dedicated infant feeding team are on hand to help each new mum find a way to breastfeed that feels natural and comfortable for them should they wish to do so.
Ensuring that we offer an inclusive service is something Louise Thompson, Infant Feeding Coordinator champions as we serve a diverse community. Speaking to Heartbeat, she explained: “Last summer we received a complaint from a mum and her doula, she did not feel she had been listened to and, this struck a chord with the team and I. Usually, we receive a lot of positive verbal feedback from mums, so this got us thinking could we have done more and are we offering effective ways for people to feedback to us?
“We work to support the choices of the women we look after and never want anyone to feel we don’t listen to what they want. This particular complaint came from someone with BAME heritage, so we began looking at what additional support we could offer and if women would share any feedback, good or bad if they didn’t have additional support to help them do so.
“The MBRRACE report shows we can all be doing more for women who are black, Asian or minority ethnic and so we set about trying to reach out and collect feedback from all the groups that we see rather than waiting for people to come to us. We used the friends and family test and shared it via Survey Monkey to collect real-time feedback monthly. We shared the survey with the mum who made the complaint to let her know we’d understood and listened to her concerns and this, in turn, had helped us to shape and monitor the care we provide.”
So what has the feedback been like we asked Louise? She explained: “From September 2020, we have received 100 per cent positive feedback from new mums and we are now looking at ways we store this more formally. The Trust is looking at some new software that will help us collate this feedback more effectively, plus we’re considering other ways we can engage with parents and improve our service.
“I’ve also been sharing the feedback across social media. We wanted to share some positivity and shine a spotlight on all that is good about breastfeeding. We have had some fantastic responses and from across all ethnic groups, age groups and abilities. It has helped all of us reflect on the care that we give and to be more mindful. Next on the agenda is looking at ways to collect feedback from mums who do not speak English.
“Overall, I’m pleased that we now have a mechanism in place that allows mums to feedback comments in a safe, anonymous and convenient way. Plus, it’s a boost for all of us in the team to reflect on the work we do and see that we do make a difference. To any expectant mums out there, I would say we’re here to provide helpful information on infant feeding. If you have any feeding worries or concerns, we’re always here to help.”