1 | Parents experienced that residents introduced themselves to parents and patients. Parents of patients with chronic diseases were familiar to the residents because these patients were admitted multiple times. | “….They (residents) introduce their names and tell that they will take care of my child during this admission. They explain everything and come to see her every day.” [parent (P) 16] “My daughter has been admitted so many times. I know who are residents, fellows or staffs.” [P17] |
2 | Parents easily saw residents’ nametags because they wore them during on duty. | “They (residents) usually hang nametags and the letters are clearly visible.” [P11] |
3 | Parents always paid attention to the residents when they touched their child. There were alcohol bottles beside the patients’ beds. Parents were able to identify whether the residents washed their hands or not. | “If someone (resident) comes to touch my daughter, I will watch carefully. I know who wash hands or not. Someone may come by but does not touch my child.” [P17] |
4 | Previous medical history or past illness of the patients was considered to be the basic knowledge of the patients by parents. Residents could read medical records before seeing their patients. Parents noted that some residents might not have any knowledge of their child’s conditions because the residents asked questions which parents thought they were supposed to know. | “….. they (residents) read medical records and know my child’s current health condition very well. They can precisely tell the past medical information.” [P7] “…… they may not know …… they (residents) ask as taking a medical history at first diagnosis.” [P13] “…… Sometimes they (residents) have a lot of patients. I understand ….. they have to read the medical records in front of me and ask a lot of questions.” [P12] |
5 | Parents were appreciated when residents listened to them. Residents asked questions and let parents conveniently responded. | “Yes, they (residents) listen to us and take notes. Then, I think they will use the information for treating my child.” [P12] |
6 | Most parents felt that the residents understood what they wanted to say. If parents asked questions, the residents would find answers or solutions for them. However, some parents were not confident that the residents understood their needs. | “They (residents) listen to us. If they listen to us, they will make correct diagnosis and provide appropriate treatment.” [P5] “….. I am not confident. I am not sure whether they (residents) understand what I say to them.” [P6] |
7 | Residents informed parents about procedures which they were going to do with the patients. Investigations and plan of treatment were also the two most frequent issues which residents discussed with parents and patients. | “Yes, she (resident) explains to us. Like today, my son will have lumbar puncture and bone marrow aspiration. She told me yesterday. She will use sedative drugs to make my son sleeping. She also gives treatment information at the same time.” [P18] |
8 | Parents could recognize whether the residents interacted with them conveniently or not. | “….. Resident of this ward gives good care for my child ….. but other residents do not easily talk to us like him.” [P10] |
9 | Most residents comfortably communicated with children. Parents could feel whether the residents sincerely care their child or not. | “I think I can assess ….. some doctors (residents), not familiar to us, may not comfortably communicate with us compare to our doctors.” [P10] |
10 | Parents saw residents’ flexibilities of their thinking and approach when they asked the residents for changing the plans of investigations or treatment. | “My daughter gets venipuncture every morning. She suffers a lot. So I ask the doctor (resident) to collect a bunch of tests at one time …..” [P11] |
11 | Pediatric residents frequently asked about parents’ and patients’ well-being and supported them. Parents saw the resident’s facial expression and felt their empathy. Some parents felt that primary doctors of their children showed more concern compared to the residents. | “I can touch that feeling. When we feel sad, we always receive support from them (residents).” [P11] “Yes, they concern ….. but it may be not similar to our relatives or primary doctor of my child” [P13] |
12 | Residents listened to the parents and their child and focused what they needed. | “When they (residents) come to talk to us, they always pay attention.” [P19] |
13 | Residents explained detail of treatment to the patients. Medications, administrations and possible side effects were frequently informed to the parents before discharge. | “She (resident) does explain to us. This time, my daughter has to get injections of white blood cell stimulation drug. She tells us that my child may have body ache or bone pain.” [P18] |
14 | Most patients had their own primary specialists. Pediatric residents could inform the plan of treatment after discussion with staffs. Parents were aware of the consultation system of the pediatric department. The complicated patients received care from multiple specialties. Arranging appropriate follow-up appointments was an important issue for caregivers. | “I know that she (resident) has to discuss my child’s plans with staffs. I see they discuss as a team and then, she comes to tell us what we have to do next.” [P17] “I (parent) can recognize the differences between the residents in term of making next appointments for my child. Some resident explains to us clearly but some can’t. They may not well coordinate.” [P6] |
15 | Parents recognized that residents needed to consult staffs or primary doctors when the patients had problems or complications. Most of the times, the residents told the parents that they already discussed with primary staffs or other specialists. | “They (residents and staffs) will have conferences. They speaks a lot of medical words so I don’t understand all of them. But I know they are discussing about my child’s condition. ….. Then, they come to explain to us.” [P13] |
16 | Parents felt anxious and had many questions during their child’s admissions. Parents commonly asked about the patients’ symptoms and plans of treatment. Residents answers every questions from the parents. | “They are willing to answer. One night, my child had severe headache with high blood pressure. The resident came to see her and answers all questions I had.” [P12] |
17 | Parents accepted that they did not understand a number of medical terms. Most residents did not use medical terms when they talked to the parents. Parents would ask residents to repeat their explanation in the language that they would understand. | “….. Sometimes, residents use some medical terms. I don’t understand so I ask them (residents) to explain to me again.” [P11] |