The Power of Moments in Pediatric Care: Why Trust Is Built One Interaction at a Time

In pediatric healthcare, trust is often defined through a series of moments. A look, a word choice, a tone, or a gesture can determine whether a child feels safe or scared, whether a parent feels partnered with or dismissed, and whether an encounter strengthens a lifelong relationship with care or creates lasting apprehension. 

At NRC Health’s 2026 Pediatric Collaborative this March, an interactive workshop facilitated by Ashley Nelson, M.S., BSN, RN, Strategic Advisor, Nursing, NRC Health and Dr. Peggy Greco, Vice President and Chief Patient Experience Officer at Nemours Children’s Health, will explore The Power of Moments: When Trust Is Won or Lost. 

Designed for pediatric leaders, experience executives, and clinical innovators, this session goes beyond theory, bringing participants directly into the lived experiences of children and families to uncover what truly shapes trust, and how health systems can redesign those moments for the better.

Trust is the cornerstone of effective pediatric healthcare. Studies show that when pediatric patients and their families trust their clinicians, communication improves, anxiety decreases, adherence rises, and outcomes strengthen. A 2024 Applied Linguistics case study found that children who trust their providers are calmer, are more cooperative, and experience less pain than others, leading to smoother procedures and longer‑term positive care relationships. 

A 2025 concept analysis of pediatric trust reinforced this, identifying more than 50 attributes that contribute to a “trustful relationship,” including language, nonverbal cues, empathy, and time spent establishing rapport. The consequences of this trust were powerful: reduced anxiety, improved comfort, stronger adherence, and more effective care planning. 

And trust isn’t automatic. In fact, parents of children with complex medical conditions repeatedly describe trust as something clinicians must actively earn through communication, collaboration, situational awareness, and respect for parental expertise. 

These findings only reinforce what families have always known: trust is built in the smallest interactions, especially in pediatrics, where vulnerability is high and emotions run deep.

The “Power of Moments” workshop invites leaders to shift perspectives, moving from the provider’s viewpoint to the child’s. Through real pediatric scenarios, guided discussion, and interactive exercises, participants will explore what children actually experience in clinical moments that adults often take for granted: 

• The seemingly small language choices that can soothe or intimidate 
• The difference between being talked to and being talked with 
• The impact of body language, tone, and pacing 
• How the presence (or absence) of family members affects safety and comfort 

Research underscores the importance of these factors. Real-time communication strategies, including developmentally appropriate language, eye contact, nonverbal cues, and honest explanations, are proven to reduce fear, increase engagement, and strengthen trust.  

The workshop will challenge participants to ask: What does this moment feel like for a child? What does it feel like for their parent? And how can we design it differently?

The Role of Family-Centered Care in Building Trust 

Trust between clinicians, children, and families thrives in environments that embrace family-centered care, an approach rooted in dignity, respect, collaboration, and shared decision-making. Leading institutions, including the American Academy of Pediatrics and the U.S. Department of Health and Human Services, affirm that family-centered care improves communication, reduces stress, and enhances outcomes for children with chronic conditions. 

Families know their children best, and involving them meaningfully in treatment decisions increases empowerment, reduces uncertainty, and strengthens relationships between families and clinical teams. 

This workshop will help leaders identify gaps in current practice and co-create strategies to weave family-centered principles directly into their moment-by-moment care delivery. 

Timely Feedback: Understanding Moments as They Happen 

Trust is shaped in real time, and the best improvement strategies are, too. 

Healthcare organizations increasingly rely on real-time patient feedback to uncover the small but crucial interactions that build or erode trust. Immediate insights enable teams to resolve issues before dissatisfaction grows, streamline communication, reduce wait times, and enhance the overall experience. Patients who feel heard and valued are more likely to engage, adhere to treatment plans, and return for future care. 

During the workshop, leaders will explore how pediatric-centric feedback tools can illuminate gaps in trust-building and highlight opportunities to elevate care across teams.

Families expect more transparency, empathy, and partnership from healthcare organizations. And with trust at the core of safety, satisfaction, and outcomes, leaders can no longer rely on routine processes alone. 

This workshop equips pediatric teams to: 

• Strengthen relationships across the continuum of care 
• Improve communication quality and consistency 
• Enhance family involvement and shared decision-making 
• Reduce stress and fear for children 
• Build a culture grounded in empathy and human understanding 

What Participants Will Gain 

By the end of this session, leaders will walk away with: 

• A deeper understanding of the moments that most influence pediatric trust. Drawing on research and real family voices, you’ll identify the interactions that leave lasting impressions. 
• A child- and family-centered lens for experience design. You’ll explore practical frameworks to support empathetic communication, respectful collaboration, and trauma-aware care. 
• Techniques to foster a culture where trust is intentionally built. Through scenario-based practice, you’ll examine assumptions, uncover blind spots, and develop actionable improvements. 
• Co-created strategies you can implement immediately. From scripting guidance to environmental adjustments to team training ideas, you’ll leave with interventions designed to make a meaningful difference. 

The 2026 Pediatric Collaborative provides the perfect environment to explore these themes, surrounded by peers equally committed to elevating care and reimagining what’s possible.

NRC Health is proud to host the 2026 Pediatric Collaborative with Nemours Children’s Health, bringing pediatric innovators together for two days of inspiration and shared learning. Alongside this interactive workshop, the event features: 

Mainstage presentations from leading pediatric voices 

• A poster lunch reception 
• A private dinner and networking events 
• A guided tour of Nemours Children’s Hospital 

This is your opportunity to connect, collaborate, and transform the future of pediatric care, one moment at a time. Register now to save your spot.  

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NRC Health is thrilled to partner with Nemours Children’s Health for the 2026 Pediatric Collaborative March 25–26.

NRC Health’s Pediatric Collaborative brings pediatric leaders together to connect, learn, and feel inspired to create change. Strengthen your network, deepen your expertise, and spark new motivation—powered by inspiring speakers. Register today!