Watford Neonatal Unit recognised for putting families at the heart of care

The neonatal unit at Watford General Hospital has been awarded Gold accreditation from the Bliss Baby Charter, recognising its commitment to placing families at the heart of neonatal care and providing parents with support, guidance and reassurance alongside specialist treatment for their premature and sick babies. 

The team has achieved Gold accreditation from the Bliss Baby Charter after a six-year journey to embed family-integrated care throughout the neonatal service. The prestigious award recognises the unit's dedication to ensuring babies receive outstanding clinical care while their parents and families are fully supported during their time in hospital and beyond, helping babies achieve the best possible outcomes and quality of life. 

The team encourages parents to take an active role in their baby’s everyday care, supporting them to feed, express breast milk, change nappies and comfort their baby. Guidance is tailored to each baby’s individual needs, helping parents develop the confidence and skills to care for their little one. 

Parents are also actively involved in decision-making throughout their baby's neonatal journey. The team discusses treatment and care plans using clear, accessible language, encourages questions and ensures families have the information they need to make informed decisions about their baby's care. 

To promote family involvement, parents have unrestricted access to their babies, 24 hours a day, seven days a week, allowing them to remain by their baby's side at all times. Free parking is also provided to help ease some of the practical pressures families may face during their neonatal stay. 

Recognising the challenges of lengthy hospital admissions, the unit provides free hot meals for parents staying overnight or spending most of the day with their baby. 

Snacks and drinks are also available throughout the day. This support is particularly valuable for breastfeeding mothers who often spend extended periods on the unit. The meals are currently funded through Sophie's Legacy. 

The service also recognises the emotional impact of having a baby in neonatal care. A dedicated neonatal psychologist provides support to parents, helping them process the anxiety, trauma and uncertainty that can accompany the experience of having a seriously unwell baby. Psychological support is also available for families and staff following particularly distressing events, including when a baby becomes critically ill or sadly dies. 

Support continues after discharge, helping families feel prepared and confident to care for their baby at home. The unit's dedicated discharge coordinator and outreach team provide education on administering medication, managing feeding, and using any equipment required after leaving hospital. 

Parents are given time to develop their practical skills and confidence, with home visits available when additional support is needed. This helps families make a safe and supported transition from hospital to home. 

Tom Sheppard and Emma Padmore are parents who have experienced the neonatal team's support, ever since their daughter, Lucia, was born early three weeks ago. They said:  

“We are incredibly grateful for all the support Watford General Hospital has given us since Lucia was born. As they’ve helped Lucia grow stronger day by day, they’ve also taught us so much about caring for a premature baby as first-time parents.   
 
"The team are always approachable and take the time to answer our questions and explain everything to us. That has given us so much knowledge and confidence for when we take Lucia home. We can’t thank the team enough.” 

Elvira Baker, Neonatal and Transitional Care Matron, said: "The Bliss accreditation process has encouraged us to look beyond individual practices and consider how we can create a consistent and positive experience for families throughout their neonatal journey. 

“I would like to sincerely thank every member of staff who contributed to our accreditation journey, especially our Neonatal Ward Manager Sarah Guest, who supported the team throughout this process. This achievement would not have been possible without the dedication, time and effort of colleagues across the neonatal unit and the wider multidisciplinary team.”