The National Breastfeeding Helpline Evaluation report

Caller survey

Page last updated: 13 February 2013

Dear caller,

Thank you for taking the time to participate in this survey. Your contribution is an important input into the evaluation of the National Breastfeeding Helpline.

The Australian Government Department of Health and Ageing has commissioned the Allen Consulting Group, an independant consulting firm, to undertake an evaluation of the National Breastfeeding Helpline.

The confidentiality of all questionnaire participants will be respected. Information will be used at and aggregated level, which will not identify individual responses.

The survey should take between 5 and 10 minutes to complete.

Your views are important and we welcome your contribution.

This part of the survey is designed to collect information about callers to the National Breastfeeding Helpline. This information does not include any identifying details.

*1. What best describes your relationship the the child you are calling about?

  • I am the mother
  • I am the farther
  • I am a grandparent
  • I am a family member or friend
  • I am a health professional

*2. What is your age bracket?
  • under 21 years of age
  • 21 - 25 years of age
  • 26 - 29 years of age
  • 30 - 34 years of age
  • 35 - 39 years of age
  • 40 + years of age
*3. You have indicated that you are under 21 years of age. Please specify your actual age.

*4. What state or territory do you live in?
  • Australian Capital Territory
  • New South Wales
  • Northern Territory
  • South Australia
  • Tasmania
  • Queensland
  • Victoria
  • Western Australia
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*5. Which of the following descriptions best describes where you live?
  • Metropolitan
  • Regional
  • Remote

*6. Are you of Aboriginal or Torres Strait Islander origin?
  • Yes
  • No

*7. What is your country of birth?
  • Australia
  • I was born in another country

*8. If you weren't born in Australia, please enter your country of origin below.

*9. What language is most spoken at home?
  • English
  • A language other that English is most spoken at home

*10. Please indicate what language is most spoken at home.

*11. Are you a member of the Australian Breastfeeding Association?
  • Yes
  • No

*12. Please indicate how important each of these sources of information and advice are to you in supporting decisions you make about breastfeeding.
Very importantImportantUnsureNot important
Maternal and child health nurse
Telephone helpline
Internet, including websites and blogs
Social media including facebook, twitter and interactive chat rooms

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*13. How did you first hear about the National Breastfeeding Helpline?
  • Radio
  • Television
  • Maternal and Child health Nurse
  • Midwife
  • Doctor
  • Information provider in hospital
  • Australian Breastfeeding Association website or Brochure
  • Friend or family member
  • Lactation consultant
  • Antenatal class
  • Breastfeeding education class
  • Other website (Bub hub, Essential Baby etc)
  • Other helpline (Pregnancy, Birth and Baby Helpline)
  • Other (please specify)

*14. Is this the first time you have called the national Breastfeeding Helpline?
  • Yes
  • No

*15. If this is not the first time you have called the National Breastfeeding Helpline, how often have you called in the last 3 months?
  • 1 - 3 times
  • 4 - 6 times
  • 7 - 10 times
  • +10 times
  • my previous call was longer than 3 months ago

*16. In your most recent call to the National Breastfeeding Helpline, what were the main reasons you called? (multiple choices allowed)
  • Sore breast or nipples (blocked ducts, mastitis)
  • Positioning or attaching my baby
  • Information or feeding patterns
  • Questions about weight gains
  • Concerns with length of feeds
  • Baby refusing the breast
  • Expressing / storing breast milk
  • Weaning
  • Introducing solids
  • Baby sleep / settling support
  • Reassurance
  • Concern with low milk supply
  • Preparation for breastfeeding
  • Tips for retuning to work and breastfeeding
  • Information on medications and breasfeeding
  • Other (please specify)
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*17. In your most recent call to the National Breastfeeding Helpline, how old is the child you phoned about?
  • Currently pregnant
  • Under a week
  • Between a week and 3 months old
  • Between 3 and 6 months old
  • Between 6 and 12 months old
  • 12 months and older

*18. In the past 24 hours was your baby:
  • fed only on breastmilk (no formula or solids)
  • partly breastfed (some formula)
  • partly breastfesd (formula, solids and breastmilk)
  • partly breastfed (solids given)
  • not breastfed
  • I am currently pregnant and not feeding

*19. Please indicate your level of agreement with the following statements in regard to your experience of the National Breastfeeding Helpline .

Strongly agreeAgreeNeither agree nor disagreeDisagreeStrongly Disagree
The counsellor empathised with my situation
The information and support provided by the counsellor was relevant
The counsellor was professional and approachable
The wait time before connection was appropriate
I would recommend the National Breastfeeding Helpline to a friend or relative
It was important to me that the counsellor was a volunteer who has breastfeed
The information I received from the National Breastfeeding Helpline was consistent with the information that I had received from other sources
The information and support I received fron the National Breastfeeding Helpline changed my breastfeeding practice (or if I am a farther, friend, relative, or health care professional - the breastfeeding practice of the mother I rang about)

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*20. Based on your experience of using the National Breastfeeding Helpline, has the service met your needs?
  • Yes
  • No

*21. What was it about your experience of the National Breastfeeding Helpline that didn't meet your needs?

*22. Based on your experience of using the National Breastfeeding Helpline, do you have any suggestions on how the service could be further improved?

Thank you for your important contribution to this survey.