Table 3 basic themes and their respective quotes within the wider organisational theme of implementation (F = family M = mum D = dad)

Basic themes: Communication

F1(M): I was made aware that you know, if there's a doctor that needs to do something, the camera will be switched off or it will be turned away. So I did more often than not, see peoples feet and things, but I think I…it was all explained to me. I felt as though I was given, like, as soon as we signed up for the camera, I felt as though…the information sheet that you gave and, and also the nurse explained everything to me. So nothing came as a shock F12(M): (there is) a difference between the stress in person and the stress on the camera…because we couldn’t hear her, we didn’t know just how much, you know, distress she was in…in real life she might have just been going ahh and stretching but then on the camera, it looked like she was squealing in anguish, so we didn’t know what was going on F6(M): it’s always if his hand is in his face and the wires around his neck, I would be worried…and that is just worrying, until I came down after the 10 days (COVID isolation) and I saw the process and the nurses explained to be it’s just a wire around his chest that’s on his neck, and we’re seeing him and there is like the machines, I didn’t know all about that

Initial set up

F3(M): We were told about the camera quite late like the third week…so she was in intensive care for two weeks and we never were suggested about that. And a Doctor at the third week in special care was making rounds and he told me…because he was the neonatal Doctor that got baby like when she was delivered. He took pictures of baby and sent them to print with someone and sent it to me, to have it with me when I went to postnatal ward and that was very helpful. I was grateful for that and I told him and he told me like yes, and that's why we have the cameras for watching the babies and I was like what cameras…I don't know about the cameras, and then we started F2(M): There was a technical difficulty at the very beginning and so I think I signed a form whilst I was still on labour ward and I was in a bit of, like a haze, so I don’t know if it was my fault or but then my email, either I’d not written it down right or it hasn’t been inputted right so we didn’t actually get it set up for a week

Areas for improvement

F2(M): Somehow, if you made that sort of electronic or something and you could check, you know… Make sure it’s written correctly or something (email address). I didn't quite understand how it worked, 'cause I did follow up when, when I was on ITU, I did follow up and say, you know is the angel eye working and they just say oh you should get an email, should get an email, but I obviously didn't because it was typed wrong, so, um it just took a few days to kind of, you know log in and for it to work F13(M): the nurses were always really lovely and tried sort it out (livestreaming technical problems), but I think the problem is that they didn't always know. Not all the nurses had the expertise around it. I think different nurses have different levels of knowledge of how to, you know, problem solve, if there was an issue