Maternity Services Report

Healthwatch Bromley undertook research between September and December 2025, focusing on the experiences of people using maternity services provided mainly by King’s College Hospital NHS Foundation Trust. It is based on feedback from 242 participants, most of whom were women aged 25–34, and aims to understand what is working well and where improvements are needed in maternity care. 

Overall, the report found that most respondents had positive experiences of maternity services. A large majority rated their overall experience, quality of care, and staff attitudes as good or very good, and most said they would recommend the service. Patients generally felt well supported, comfortable asking questions, and involved in decisions about their care. Staff were frequently described as friendly, attentive, and supportive, and the quality of clinical care and responsiveness, including pain management, was widely praised. 

Access to services was also viewed positively in many cases, with most respondents reporting good experiences in obtaining referrals or appointments and generally acceptable waiting times. Communication from staff to patients was often clear and reassuring, particularly in explaining procedures and addressing concerns. 

However, the report also identifies several areas for improvement. Communication between hospital staff and between hospital services and GP practices was highlighted as a significant issue, with some patients reporting inconsistent or unclear information, especially during handovers or labour. Difficulties contacting services by phone and gaps in information about tests, vaccinations, and postnatal care were also noted. 

Staffing levels were identified as a concern, as some respondents felt that staff were overstretched, particularly at night, which sometimes affected responsiveness and patient experience. Other issues included delays in treatment, lack of updates about waiting times, and administrative challenges such as rescheduling appointments. 

The physical environment and facilities were also highlighted as needing improvement, with comments about inadequate waiting areas, parking difficulties, room conditions, and poor food quality. A small number of respondents reported negative experiences relating to staff attitudes or lack of dignity and respect, though these were less common. 

In response to these findings, the report makes several recommendations. These include improving communication with patients and between services, providing clearer information about the maternity pathway, increasing transparency around waiting times, strengthening staffing levels, and enhancing facilities and catering. 

King’s College Hospital NHS Foundation Trust acknowledged the findings and responded positively, noting high satisfaction levels while committing to address the identified issues. The Trust has developed an action plan aligned with the recommendations, focusing on improving communication, workforce capacity, information sharing, patient experience, and personalised care. 

In summary, the report concludes that maternity services in Bromley are generally well regarded, particularly for staff quality and clinical care, but require targeted improvements in communication, staffing, information provision, and the hospital environment to further enhance patient experience.