A grandmother for one of the patients in the NICU was under high stress and demonstrated increasing frustration with staff throughout one night. Multiple staff members approached and interacted with her regarding her concerns and her fears. Unit care guidelines, the care plan for the baby, and visitation parameters were reviewed with her on multiple occasions but did not appear to be calming her apprehensions for her grandson. The staff was on the verge of calling the Clinical Administrator and Security due to escalating emotion and tension. At that time, Gwen Felix RN came upon the child's room and the grandmother recognized her from a previous shift. She asked to confide her concerns to Gwen. Gwen, who had cared for the baby before, invited the grandmother away from the bedside and into the family room so that they might talk about the current situation.
Putting the grandmother at the center of her attention, Gwen set the tone for a specialized conversation. Avoiding judgment, she listened, showed great empathy, and guided a therapeutic communication. The result of this deliberate professional interaction was a grandmother who regained her composure, her emotional balance, and her trust in the team. She was able to feel some validation and to know that her concerns would be presented to and heard by the extended care team. Afterward, Gwen shared her assessment of the grandmother's concerns and fears with the rest of the team. She led the creation of a plan to continue to support, not only the baby/patient but this very involved and loving grandmother.
Therapeutic communication is a valuable nursing skill and one that is honed over many years. The NICU team recognizes Gwen Felix for her level of experience and expertise, as demonstrated in this example of excellence as therapeutic communicator.