Table 5 Behaviours & Actions of staff that can have a memorable impact
Positive Behaviours & Actions | Negative Behaviours & Actions |
|---|---|
Explanation of staff actions - especially in advance of & during ultrasound scanning | Use of euphemisms |
Simple statements with intensifiers - such as ‘I’m so sorry’ | Silence without explanation around diagnosis |
Non-verbal expressions of sympathy - touch | Topic avoidance |
Non-verbal reinforcement of diagnosis - such as | Negative body language - lack of eye contact, hesitation |
showing the ultrasound screen to parents | Detached attitude from staff |
Honesty | Ritualization of guidelines |
Clarity | Hiding behind ‘doing’ jobs |
Letting parents express themselves | Staff communicating without involving parents in discussions |
Significant others presence for support | Reassurance they would have another baby |
Staff expressing emotions | |
Understanding & empathic staff | |
Emotionally astute & instinctual staff | |
Respect | |
Kindness | |
Professionalism | |
Individualising care | |
Acknowledging & supporting parental roles | |
Listening to parents | |
Simply spending time with parents | |
Supporting parents to grieve |