PurposeThis study aimed to explore support for mothers and fathers in single-family rooms (SFRs) of a NICU.DesignA qualitative descriptive design was employed.SampleA convenience sample of 15 parents (nine mothers, six fathers) were recruited from a Level III NICU.MethodDuring their infants' hospitalization, each parent recorded their thoughts and feelings regarding support whenever appropriate over a period of 48 hours using Handy Application to Promote Preterm infant happY-life (HAPPY), an android recording application.ResultsParents felt supported when staff facilitated their learning in a collaborative manner, fostered their optimism, and provided situational assistance. Continuity and consistency of care and presence were important characteristics of supportive nursing care. Though SFRs offered privacy for parents to learn and to be with their infants, the design limited parental access to nursing and medical staff, which sometimes prevented parents from receiving adequate support and partaking in decision making concerning their infants' care.