Experiences of parents of preterm babies with healthcare staff in the neonatal intensive care unit at woman and newborn hospital, Lusaka, Zambia

Hospitalization of a preterm baby presents a significant burden to parents, especially the mother. This study explored the experiences of parents of preterm babies with healthcare staff in the Neonatal Intensive Care Unit (NICU) at the Women and Newborn Hospital (WNH). The study utilized qualitative descriptive phenomenological design with purposive sampling of mothers of preterm babies admitted to the NICU. In-depth interviews were conducted with an interview guide until data saturation was reached at interview 12. The interviews were audio-recorded, transcribed, and analyzed using thematic content analysis. The findings showed parents of preterm babies in the NICU experienced a mix of supportive and challenging interactions with healthcare staff. Key themes included communication, emotional experience, parental involvement, cultural sensitivity, and pre-discharge preparation. Some parents reported receiving clear information and emotional support, while others felt excluded due to rushed explanations and neglect of their emotional needs. Active parental involvement in caregiving improved confidence, while limited engagement led to anxiety and helplessness. Cultural beliefs were not always acknowledged, causing frustration. Additionally, many parents felt underprepared for home care due to inconsistent discharge education. Recommendations include improving communication through clear, and timely updates, providing emotional support with compassion and access to counseling, encouraging parental involvement in care and decision-making, and respecting cultural beliefs through sensitivity training and open dialogue with parents. Keywords: Preterm babies, NICU, Experiences, Interpersonal relationship