BACKGROUND: The ultimate custodians of Mental Health Care Users (MHCUs) when they get discharged from mental health institutions are their family members. Thus, the family members have a significant role in rendering comprehensive and multifaceted care to MHCUs. AIM: The study investigated the family members' role in the care of mental health care users in South Africa. METHODS: An explorative, descriptive design was utilised. Family members who cared for their loved ones suffering from mental illness were selected using purposive sampling. Individual, in-depth, unstructured interviews were conducted. Data analysis was done using Colaizzi's method. The COREQ checklist was used to prepare this publication. RESULTS: (1) Mental health care users' family support to ensure treatment adherence. (2) Promotion of hygiene for MHCUs. (3) Knowledge deficit regarding mental illness and (4) Challenges encountered regarding care and support are the themes that emerged from the analysis. DISCUSSION: Family members play a significant role in the treatment of their loved ones suffering from mental disorders. Female next of kin are primarily involved in the treatment of MHCUs. Support from psychiatric mental health nurses and other health professionals is needed. IMPLICATIONS FOR PRACTICE: The involvement of more males would be more beneficial in the care of MHCUs in dealing with non-compliant users who may undermine females. Empowerment of family members by psychiatric mental health nurses requires priority. Further research on guidelines development to address the role issues among family members could enhance the care of MHCUs.