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Communication between staff and families of babies in neonatal units -…
Communication between staff and families of babies in neonatal units
WHO
- is involved?
Healthcare professionals working in neonatal units
Nurses
Doctors
MDT
Parents of hospitalised neonates
Babies admitted to neonatal units
WHEN
- might it occur?
During admission to a secondary neonatal unit
When updates on baby's condition or care are needed
When milestones are reached
When baby is deteriorating
To ask questions, gain info from parents or for care and discharge planning
Discharge planning
Parent education
During admission to a tertiary neonatal unit
HOW
- might it occur?
Face to face
With multiple disciplines and services in meetings
Written information
Posters or pamphlets available in unit
Articles or pamphlets given directly to parents as part of education/orientation
Technology
Belonging to unit
Ipad/viewing device
DVDs/videos
Apps
Surveys/questionnaires
Written info
Parents own
Apps to dowload
Resources/videos to access using QR codes or from email/text
Direct communication from staff to parents
Phone
Call/voice message
Text
Apps
Email
Non-specific
Websites/DHB website or info page for specific specialty
General info on neonatal units - linked on specific FB or website page for DHB/specialty
General environment and set-up of unit
Noise-level
Timing
Quiet spaces for sensitive discussions or meetings
Ability to maintain privacy
volume
Physical barriers to others hearing info
places to talk
encoded emails or texts, secure servers
Hand-overs/other info overheard by parents it's not relevant to
WHERE
- does it happen?
Face to face - parents on unit
At bedside
During MDT/update/discharge meetings
Technology - when parents away from unit
WHAT
- is it about?
Environment
Supportive
Unsupportive
Barriers
Stress
Overstimulation
Lack of privacy
Trust
Of staff and of system/practice
Staff attitudes + team culture
Policies
Technology and methods in places
Role-modelling from senior staff
congruence and participation across disciplines
Quality of interaction
Staff attitudes
Body language
Time of day
Rapport building
Place where intreaction occurs
Cultural safety + awareness of cultural impacts/factors/barriers
Language used/interpreters needed
Staff training on communication techniques eg. de-escalation
Quantity of information
Relevance of info given
What modes used most + for what kind of info
Frequency
Spacing of education/discussions
Of updates eg. only with medical changes/milestones, or regular daily/weekly updates
Timing of key communication - throughout shift and in general
Methods
Face to face
one on one
MDT meetings
Both parents/guardians or just one
Technology
Apps
Email
Photo/videos
Visual info on unit
posters
pamphlets available
signage
Calls/texts
Who is communicating with parents
Doctors/specialists
Nurses
Management
MDT
LC, SLT, VNT, homecare/community nurse, LMC, SW
Privacy
Balancing keeping parents informed w/issues of privacy and confidentiality
Technology use - safe-guarding
WHY
- is it important?
Improve bonding/engagement with baby
Parents know their babies better
Better outcomes developmentally
Potentially reduced neglect/family violence??
Reduce parental stress at being separated from baby
Mum more relaxed and able to focus on expressing/things she can control
Relieve feelings of guilt if unable to be there with baby
Increased trust in healthcare providers
Better compliance with plans pre and post discharge
More informed decisions made by parents about treatments/on discharge etc.
Parents better prepared for discharge
Better care provided/management plans
Parents don't miss milestones like first bath
Staff can update parents about feeding times and parents update on when coming in - for better chance of establishing breastfeeding etc.
**What are we communicating to parents?
Discharge Education
Feeding - plan and method
CPR + Choking
Safe sleep
Shaken Baby
Giving medications
Management Plans
Medical
Allied Health
Nursing/Feeding
Milestones + Updates
First bath/wash
Resp equipment off
Upgrade to cot