Communicating with families and carers

When working with families and carers in the neonatal intensive care unit (NICU) or special care nursery (SCN), remember to use the following:

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  Compassion and respect – showing regard for the feelings, needs or rights of others.
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  Fairness and dignity – recognising and supporting the needs, wishes and preferences of families and carers.
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  Language is culturally safe and inclusive – using language that is welcoming to everyone and acknowledges, accepts and celebrates differences.
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  Family centred – developing an equal partnership with families and carers to make decision about care and treatment.
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  Shared decision making – partnering with families and carers to plan, communicate, set goals and make decisions about care.
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  Open disclosure – open communication and support for families and carers who have experienced harm during health care.

Communication principles

The following communication principles are adapted from Wreesmann et al 2021.¹

Build & maintain relationships:

• Use inclusive, considerate and supportive language.

Exchange information:

• Provide clear, accurate, accessible and timely information.
• Give families/carers the opportunity to share their knowledge.

Share decision making:

• Allow families/carers to take their preferred decision-making role.
• Offer the tools and structures to participate.

Enable self-management:

• Include education and empowerment through positive feedback to care for their baby.

Reference

1. Wreesmann W-jW, Lorié ES, van Veenendaal NR, van Kempen AAMW, Ket JCF, Labrie NHM. The functions of adequate communication in the neonatal care unit: A systematic review and meta-synthesis of qualitative research. Patient Education and Counseling. 2021;104(7):1505-17.