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Related Experiment Video

Updated: May 15, 2026

Clinical Practice Protocol of Creative Music Therapy for Preterm Infants and Their Parents in the Neonatal Intensive Care Unit

Clinical Practice Protocol of Creative Music Therapy for Preterm Infants and Their Parents in the Neonatal Intensive Care Unit

Published on: January 7, 2020

Complex intervention to improve empathy within maternity services: a mixed methods feasibility study with pilot

Amber Bennett-Weston¹, Andrew Ward¹, Danielle Burnett²

¹Stoneygate Centre for Empathic Healthcare, Leicester Medical School, University of Leicester, College of Life Sciences, Leicester, UK.

BMJ Open Quality

|May 13, 2026

Summary

Implementing system-level changes in maternity care can improve empathy and staff satisfaction. This study shows an initiative combining training and system changes is feasible and acceptable, with positive early results for empathy and patient satisfaction.

Keywords:

Communication Continuing education, continuing professional development Evaluation methodology Implementation science Maternal Health Services

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Area of Science:

Healthcare Management
Patient Experience
Organizational Psychology

Background:

Lack of empathy in National Health Service (NHS) maternity services is linked to adverse outcomes.
Individual empathy training is insufficient; system-level change is necessary for sustainable improvement.

Purpose of the Study:

To conduct a mixed-methods feasibility study on an initiative to enhance system-level empathy in a maternity unit.
To evaluate the feasibility, acceptability, and preliminary impact of the intervention on empathy, staff, and patient satisfaction.

Main Methods:

A complex intervention involving empathy training for practitioners, empathic teamwork training, and a system-level empathy workshop.
Mixed-methods evaluation across two phases: Phase 1 (satisfaction, intention to change) and Phase 2 (perceived empathy change, staff/patient satisfaction).
Quantitative data analyzed with descriptive statistics; qualitative data analyzed using thematic analysis informed by the Consolidated Framework for Implementation Research.

Main Results:

High satisfaction (89%) and perceived likelihood of empathy improvement (86%) reported in Phase 1.
Thematic analysis revealed appreciation for interaction, supportive environments, practical empathy approaches, and desire for more workshops.
Phase 2 indicated 76% agreement on increased empathy; system changes included free coffee, gratitude pledges, and a community newsletter.

Conclusions:

The intervention to improve system-level empathy in maternity services is feasible and acceptable.
Pilot data suggest positive trends in empathy and patient satisfaction, warranting further investigation.
Sustained implementation and longitudinal evaluation are recommended to confirm the benefits of system-level empathy initiatives.