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This is a convergent care study with the aim to build, together with the nursing staff, a proposal for care protocol based on non-pharmacological methods for discomfort and pain management in newborns admitted to a neonatal intensive care unit. The study was carried out in a neonatal intensive care unit of a university hospital with 16 nursing staff professionals. Data were collected in two stages: first, a reflective-educational process was performed and, afterwards, a participant observation during the different work shifts of the nursing staff. The care protocol proposal will enable the standardization of care strategies for pain management in newborns using non-pharmacological methods. Furthermore, it will contribute to provide better care in the neonatal unit, reducing pain and discomfort experienced during hospitalization, as well as resulting in fewer consequences and better quality of life for the newborns and their families.