Table 1.

Incidents and turning points based on patients' narratives of critical incidents.

Incidents*	Turning points
Medical ward round	- No support for patient input
	- No preparation ahead of medical ward round
Nursing ward round	- Genuine presence and search for patients' experience and views
	- Distance with limited support for patient input
Information session	- Meaningful and sufficient information
	- Missing, insufficient or inadequate information
Nursing documentation	- No invitation to participate
	- No recording of the patients' views
Drug administration	- Leave to patient to decide about tablet dosage for pain treatment
	- No tablet for sleeping problems
	- Interrupt pain treatment infusion by routine with little or no consideration to the individual
Meal	- Opportunity to choose where and when to serve the meal
	- Opportunity to choose what to eat and how much

*The incidents are ranked from most to least frequently described type of incident.