When families face a medical claim involving their newborns, clear and compassionate communication is crucial.

When families face a medical claim involving their newborns, clear and compassionate communication is crucial.

NHS Resolution came to us as they needed our help with improving communication with families in cases where babies have sustained a brain injury at birth.

Navigating this harrowing uncertainty is incredibly difficult for affected parents. Medical and legal professionals are called upon to determine if clinical negligence has occurred, so getting this communication right for our client wasn’t just a matter of clarity but of humanity. Missteps in conveying information could exacerbate trauma for families, making an already challenging situation feel insurmountable. That’s why our focus was to simplify complex information and convey it with empathy.

To tread this careful line, we knew it was important to respond directly to the feedback provided by the Maternity Voices Advisory Group and families impacted by these incidents. These insights were invaluable, guiding us on what language and visuals would resonate best, and what triggers to avoid.

With simplicity and compassion as our guiding principles, we created an animation that struck a careful balance between essential legal information and compassion – all in a way that felt supportive and kind.

The result? An animation that provides clarity and comfort during an incredibly difficult time. It’s now hosted on NHS Resolution’s website, serving as a key resource for affected families.

Key resource for families
Hosted on NHS website

“This animation is an amazing piece of work – thank you again to you and your team for all your hard work!”

Communications and Engagement Team, NHS Resolution

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