Satisfaction with maternity triage following implementation of the Birmingham Symptom‐Specific Obstetric Triage System (BSOTS): Perspectives of women and staff

Abstract

Aim

To explore the satisfaction and experiences of women and staff with the BSOTS in an Australian hospital.

Design

Cross-sectional descriptive survey.

Methods

Surveys were distributed to women and staff between February and May 2022. Survey questions reflected satisfaction with triage and provision of care under the BSOTS system (for women) and confidence in using the BSOTS system and its impact on triage-related care (for staff). Survey data were summarized using descriptive statistics, and qualitative responses were analysed using content analysis.

Results

There were 50 women and 40 staff (midwives and doctors) survey respondents. Most women were satisfied with triage wait times, the verbal information they received and the time it took for them to receive care. Nearly all midwife participants indicated they had high knowledge and confidence in using the BSOTS. Most staff indicated that the BSOTS supported the accurate assessment of women and had benefits for women, staff and the hospital.

Conclusion

The findings showed that women and staff were satisfied with receiving and providing care in a maternity triage setting under the BSOTS system.

Implications for the Profession and/or Patient Care

Implementing standardized maternity triage approaches such as the BSOTS in health settings delivering care to pregnant women is recommended for improving flow of care and perceptions of care quality by women.

Impact

Quality of maternity triage processes is likely to impact the satisfaction of women attending services and the staff providing care. The BSOTS was shown to improve maternity triage processes and was associated with satisfaction of women and staff. Maternity settings can benefit from implementing triage approaches such as the BSOTS as it standardizes and justifies the care provided to women. This is likely to result in satisfaction of women and staff engaged in maternity triage and improve the birth outcomes of women and babies.

Reporting Method

The reporting of this paper has followed SQUIRE guidelines.

Patient or Public Contribution

Women engaged with maternity services were participants in the study but did not contribute to the design, conduct or publication of the study.