Table 4

Patient care themes and illustrations

ThemeIssues at baseline/aimsCharacteristic response
Time to careSpending time with patients and relatives[…] like when I'm speaking to maybe the confused patients, I'll be a bit more, give them more time, because sometimes to understand them you have to really give them time […] (HCA; ‘delirium’ exercise)
[...] also there are a couple things with regards to communicating with the relatives […] I think it's just making time for specific relatives […] because we're busy but that shouldn't be any excuse […] I'm very conscious of the relatives at the bedside and that their family are ill and they are very concerned and they want to know what's going on. (Staff nurse; ‘clinical communication’ exercise)
Standing in the patients’ shoesUnderstanding the specific needs of older people[…] putting on the body suits and stuff that was actually really interesting to see it from the patient's point of view. […] like even when I was sitting down and I knew the chair was behind me I was still reluctant […] it just limits your mobility. (Staff nurse; ‘ageing’ exercise)
 When a patient they can't do anything, […] it doesn't mean they don't want to do it but they can't do it, the way their body is it cannot let them do it anymore. So that's why they're asking us to be more patient, more caring. (HCA; ‘ageing’ exercise)
Communicating with patients and relativesBeing professional
Using time with patients to communicate effectively
Dealing with concerns
Being honest with them and just keeping them informed, the same with their families, […] a lot of concerns or anxieties that come in are because people don't know what's going on, […] So just to keep them informed and be professional in the way you speak to patients, just make sure they're aware of every step in their hospital stay, they know what's going on, so each plan as soon as we hear it we should relay it to them. (Staff nurse; ‘care of relatives’ exercise)
It's a lot of things, okay patient speaking, I did that, helping the patient go to the toilet, like we have to communicate with the patient all the time—putting patient in bed you have to communicate—simple things […] you're collecting information, yeah? (HCA; ‘care of the older person’ exercise)
[…] he came to the ward very, very angry […] I listened to him and everything else, I calmed him down and it was fine and he was so pleasant afterwards and that was exactly how my scenario went, exactly the same, exactly the same. (Staff nurse; ‘clinical communication’ exercise)
  • HCA, healthcare assistant.