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Principles 3 and 4


Principle 3

Babies receive the nationally recommended level of specialist care in the nearest specialist unit to the baby’s family home. Parents actively participate in providing comfort and emotional support to their baby.

Transfer leaflet for parents (standard 3.3)

Greater Manchester Neonatal Network

 Units within the Greater Manchester neonatal network provide parents with an information leaflet about travelling in the ambulance with their baby. This is designed to provide parents with information about what to expect during the transfer, including guidance on the equipment used, the alarms and how parents will be kept informed.

Network infographic map (standard 3.2, 3.3 as well as 5.1h)

Southern West Midlands Neonatal Network

The transport team at Southern West Midlands Neonatal Network have created an infographic network map for parents, with contact information of the ten hospitals within the network. This is a good example of a multidisciplinary approach to care delivery. It shows the transport team and the neonatal units working together across the network to ensure that the family is well informed and supported at every stage.


Principle 4

Units encourage parents to be involved in plans and processes for continuous service improvement, and outcomes of care are benchmarked against local and national standards.

"You said, we did" board (standard 4.1b)

Lister Hospital

The team at Lister neonatal unit implemented a “you said we did” board. This board displays parent feedback, highlighting successful areas of care and identifying the improvements that have been made in response to feedback. All the families and visitors can view both the positive and negative feedback and see what the unit staff are doing to improve care for babies and families on the unit. 

The full case study can be viewed here.

Parent experience survey (standard 4.2)

Darent Valley Hospital

Darent Valley’s parent experience survey captures the parent’s experience of the support and information they received whilst on the unit, including their thoughts around feeding and how supported and involved they felt delivering cares to their baby. It also captures parents thoughts on staffing, the care environment and the appropriateness of the support offered once discharged.

Treating Patients Well Questionnaire (monitoring and benchmarking, standard 4.1 A)

Northampton General Hospital, Northampton

The Treating Patients Well Questionnaire is an effective way of capturing information on the parent/carer’s experience from admission. The questionnaire asks parents/carers about:

  • The information they have been provided about the unit/hospital
  • Their interactions with medical and nursing staff
  • The opportunities they have had to participate in daily cares and bond with their baby 

The questionnaire is a good way to measure how well family-centred care is delivered on the unit. Responding to the results of these questionnaires will drive forward service improvement.  


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