Parents' perceptions of ambulatory neonatal follow-up programs

The purpose of this qualitative research was to describe parents' perceptions of the quality of care they and their child receive in neonatal follow-up (NFU) programs. A purposive sample of 25 parents from two outpatient NFU clinics in Ontario, Canada participated in one of six focus groups. Content analysis of the focus group transcripts revealed themes targeting three areas of quality: the structure of the health care setting, the process of receiving care, and the outcome of the health care visit. Structural elements influencing care included service accessibility and ambiguity about the clinic function and structure. Process elements of care, most notably health care professionals' communication and interaction with families, were emphasized by parents as critical to quality care. Parents appreciated the outcome of knowledge acquired at clinic visits but noted the visit created significant anxiety. Understanding parents' perceptions of NFU services allows providers to assess service delivery and make changes to enhance quality of care.