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AIM: To explore the need for support from family and friends among parents of preterm infants within neonatal intensive care.

DESIGN: A cross-national qualitative study.

METHODS: In autumn 2019, 73 parents of preterm infants hospitalised in neonatal intensive care units in Denmark, Finland, Iceland and Sweden were interviewed. Data were analysed using reflexive thematic analysis.

RESULTS: The infant's hospitalisation created a complex context for parental support from family and friends. Social, emotional and practical support were crucial but often hindered by challenges related to the environment, timing, individual circumstances and relationships. Parents emphasised the need for family and friends to be supported in understanding the situation.

CONCLUSION: Encouraging the presence and involvement of family and friends, implementing adaptive unit policies and sensitivity of staff are pivotal in fostering a supportive environment.

IMPLICATIONS: By better understanding parents' need for support, neonatal units can further develop their practices and enhance the parental support. This can be achieved by enabling the presence and involvement of family and friends at the level the parents desire.

IMPACT: This study addressed a knowledge gap regarding parents' support need from family and friends during their preterm infant's hospitalisation. This study's results will offer important knowledge to develop unit practices and comprehensive support systems for parents.

REPORTING METHOD: This study followed the relevant EQUATOR guidelines and COREQ checklist.

PATIENT OR PUBLIC CONTRIBUTION: No patient or public contribution.