“…11 Gaining understanding and feeling understood was also facilitated by HCPs providing written information and illustrations that parents could take home 5,6 and, perhaps most importantly, communicating in ways that felt tailored to parents as individuals (eg, their knowledge level, informational preferences, and values). 6,12,14,16,17 Parents felt understood when HCPs "knew their story," 11,12,14 respected their informational preferences, [6][7][8]15,17 and acknowledged and validated their experiences, needs, feelings, beliefs, and decisions. 5 −17 I just remember me and my husband were trying to figure out if what we were feeling was right or wrong, and [the HCP] came in.…”