This quality improvement initiative was undertaken in a tertiary care neonatal intensive care unit (NICU) to improve communication between the HCP and parents related to the sick neonates admitted in NICU as measured by an increase in parental satisfaction score from baseline (34.5%) to 80% in 3 months time. A team was formulated to evaluate the reasons for low parental satisfaction resulting from communication between HCP and the parents of sick neonates and to further plan strategies for improving the same. Multiple PDSA cycles were implemented. The results of all PDSA cycles were discussed amongst team members. Satisfaction of parents related to communication with HCP increased to more than 80% in 3 months time followed by an increase up to 90% in sustenance phase.
Multiple simple feasible interventions led to improvement in communication between the HCP and parents as evident by an increase in satisfaction score (40.8 ± 4.3 vs. 40.8 ± 4.3 vs. 91.3 ± 4.8, p < 0.001). There was a significant improvement in the satisfaction scores of the mothers on communication-related to the sick neonate in NICU at the end of the intervention phase as well as in the sustenance phase. Multiple simple doable and feasible interventions had led to the improvement in communication between the HCP and parents hence improving the satisfaction of parents related to their communication with HCP.
Poonam Joshi, Meena Joshi, Aakansha Sharma, Anu Sachdeva, Rajesh Sagar, and Ashok Kumar Deorari
Communication, Satisfaction, Neonatal Intensive Care Unit (NICU) and Quality improvement (QI)
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