Improving communication with parents: the Neonatal Intensive Care Unit Empathy Workshop.

OBJECTIVE: To implement an "Empathy Workshop" focused on improving Neonatal Intensive Care Unit (NICU) health care provider communication skills. METHODS: Staff-led, small group "Empathy Workshops" were conducted over a 2 year period. NICU parents answered a section of the "Picker Institute Parent Experiences of Neonatal Care Survey" in the pre- and post-intervention periods. NICU health care providers completed the "NICU Provider Communication Skills Self-Assessment" at three time points. RESULTS: Parent survey scores significantly improved in two questions: referring to child by first name (p = 0.02) and being offered emotional support from the staff (p = 0.03) or information on parent support groups (p = 0.03). Fifty-seven NICU providers completed all three self-assessments. Following the workshop, providers were significantly more comfortable with daily communication, discussing end of life issues, managing anxiety around difficult conversations, and handling a combative situation. CONCLUSIONS: The "Empathy Workshop" successfully enhanced NICU provider communication skills, thereby improving emotional support demonstrated to NICU parents.