Abstract 280 Table 1
Theme
Subtheme
Representative Quotation
PRE-CALL WORK
Recognizing that families have different needs
Not asking parents directly what they want
Prepping before a phone call
Reasons providers call in the middle of the night
‘That’s not a typical question I ask…I feel like there are some parents who want to be called in the middle of the night if their baby has a spell in the middle of a spell count down. But, no I haven’t asked that.’
BARRIERS TO CALLS
Workload
Phone call are no longer the norm
Can’t get ahold of a family member
Some conversation are time consuming
‘It’s definitely the one that always slips to the end of the day for me, especially when things are busy or if we’re trying to help out with more active, sicker patients.’
DOWNSIDES TO TELEPHONE CALLS
One - sided communication
Having a ‘speal’
Lack of non-verbals to gauge emotion
Calling at inconvenient times
Can’t easily comfort on the phone
No standardization of phone calls
Poor rapport
Attending to babies while on the phone
‘You can get a little bit about ‘are they understanding what I am saying’, ‘are they nodding’, ‘are they processing’, or ‘is this going over someone’ head and they are panicked?’
PHONE CALL LOGISTICS
Knowing when the last update was
Missed call anxiety from parents
Not calling a family
‘It’s just hard because we never know when you last talked to them and you probably never know when we last talked to them.’
OTHER WAYS TO UPDATE FAMILIES
Interest in sending text messages
Using video calls
Having a NICU live feed
‘I’ve had so many parents ask me if I can send them photos of their baby while they’re gone for the weekend. It’s so hard to say ‘no’ and you just have to be very delicate about everything.’
WAYS TO IMPROVE CALLS
Building rapport on the phone
Selling expectations
‘Sometimes I will comment on the baby in a non-medical way like ‘oh, your baby is so cute, he opened his eyes today. He’s acting hungry’. Little things like that that I think parents enjoy hearing.’