Interprofessional Perspectives on Communication Quality in the Neonatal Intensive Care Unit: A Qualitative Study.

Abstract

Background: Communication with parents in the Neonatal Intensive Care Unit (NICU) setting is both important and uniquely challenging. Prior research has established that communication quality directly effects patient and parent outcomes in the NICU. A range of provider types comprise the interprofessional NICU team, each bringing a unique perspective. Yet, there is limited literature reflecting these diverse points of view. Although NICU staff often endorse the sentiment that high-quality communication is essential for excellent patient care, it is not clear that providers in different roles define "high-quality communication" in the same way.

Purpose: To explore interprofessional perspectives of NICU personnel on communication quality.

Methods: One-question semi-structured interviews were conducted with NICU staff. Thematic analysis was used to explore and compare themes across disciplines.

Results: Sixty-two staff members were interviewed. Two thematic categories emerged: messaging and dynamics. Messaging sub-themes included: 1) clarity (setting goals; clear and direct language; avoiding jargon; ensuring parents understand) and 2) timing and approach (unhurried; frequent; timely; proactive). Dynamics sub-themes included: 1) team interactions (inclusivity; respect; consistency) and 2) parent-centeredness (parents as key stakeholders; identifying and adapting to needs; creating a safe space; empathy; offering flexible modes of communication).

Implications for practice and research: Although staff members across disciplines have different foci relative to communication quality, excellent communication among teams is essential to ensuring high-quality communication with families. Improving team dynamics, equipping teams with a shared model of communication quality, and ensuring adequate staffing may improve communication.