Maternity and paediatric services at Dr Gray's Hospital: report by CMO Advisory Group

Public relations and communication

9. We repeatedly heard from a variety of sources that communication with both staff and public has been poor and women remain confused and lacking confidence in NHS Grampian and the safety of the service provided, for example women were particularly concerned about the risk of delivering at the roadside on a dangerous road during a transfer to AMH. There was a sense that communication is improving but is still not sufficient. It was appreciated that this is a rapidly changing landscape, but immediate communication about any issues to expectant mothers and frontline staff need to be improved.

10. Communication with women could be improved by making sure that there are clear, regularly updated instructions about how to, and when to contact services, and where to go. All staff including community staff and GPs must be included and updated about changes in the plan so that consistent clear messages and information are being sent out to women. There are many ways to do this including Facebook, web pages, midwife phone calls and routine visits, text message and potentially through the electronic handheld notes. A variety of routes should be used to ensure all women are kept informed. The information must be accurate, reliable and consistent and accessible 7 days a week around the clock, e.g. through a communication hub.

11. An action time line is required immediately to share with staff and services users. It must be acknowledged that this will be subject to change, this would be a critical tool in engaging and communicating with the local community and would reduce anxiety at many levels. If there are specific issues, such as unsuccessful recruitment efforts, then explaining what can be done to overcome barriers would help engage the representatives of the public in supporting NHS Grampian, and would show progress is being made. Greater inclusion of members of the MSLC is required in working groups and discussions. Long periods of no communication and communication only in response to questions is creating a lack of trust. A proactive, inclusive and open strategy is required.

12. Fathers and families seem to be excluded in the temporary process with their needs appearing to be unrecognised, for example in relation to accommodation in Aberdeen. Concerns were raised by women and midwives that care is not individualised to women and families circumstances.

13. Aberdeen Maternity Hospital Clinicians were perceived by members of the MSLC to have an inflexible mind set and to have not been visible at public and staff meetings. The public remain concerned that there is not a commitment to reopening full services and that the temporary situation will become permanent.