New parents’ experiences of a nurse-moderated breastfeeding support chat: A qualitative study

Abstract Breastfeeding and human milk are fundamental to the growth and development of newborns, providing essential nutrients and immunological protection. Early cessation is associated with several factors, including parents experiencing a lack of psychological support and feeling unprepared concerning lactation problems. Breastfeeding rates of infants in their first months in Sweden have been decreasing over the past two decades. This study investigates new mothers’ perception of a nurse-moderated breastfeeding support chat where parents could get support with breastfeeding. This qualitative study describes mothers’ perceptions of using nurse-moderated breastfeeding support chat delivered by an international Board-Certified Lactation Consultant (IBCLC) immediately after discharge from the hospital. The chat was an intervention in the Randomized Controlled Trial “Early digi-physical support during breastfeeding initiation linked to continued support at breastfeeding clinic - a single-blind randomized controlled trial”. In total, 66 women used the chat, and 24 of them agreed to be interviewed. The interviews were based on a semi-structured guide with questions regarding experiences of using digital services, expectations of using chat, usability, comparison with other digital care chats related to breastfeeding, communication, differences with physical appointments, and suggestions for improvement. Qualitative content analysis was used. Analysis resulted in one overall theme based on three categories. The revealed overall theme was Breastfeeding chat providing parental security through targeted and professional support. Three categories based on subcategories respectively were following: 1 A way of individual support and help (sense of security; get advises/responses; usability and accessibility); 2 A contribution to the psychological wellbeing (empathic and non-judgmental communication); and 3 A Complement to Face-to-Face Care Contacts (breastfeeding’s complexity and the impact of the support on the breastfeeding; breastfeeding’s complexity and individual needs; development’s potential). Overall, the mothers perceived the chat as supportive for breastfeeding and emotional reassurance. Additionally, the findings suggest that chat-based support may be acceptable and perceived as helpful and as a complement to the existing physical forms of support. However, effectiveness on breastfeeding duration or maternal wellbeing should be evaluated through the parent RCT or future quantitative studies.