Introduction: High‑risk newborns have the right to be with their families and including the family in the neonatal care unit (NCU) is beneficial; this imply to innovate the health care. Methodology: Qualitative case study to recognize the situation of families at 3 NCUs in Antioquia through semi-structured interviews with 3 professionals and 23 families. Results: NCUs incorporate practices promoting the inclusion of families. The families consider that their experiences are positive. Comprehensive care is given, although there are some constraints. Conclusion: It is necessary to create a contextualized model for the family participation in NCUs of Antioquia.