| “I think the only way I’d feel comfortable doing that [ask if HCP had washed their hands] was if I actually caught a bad infection whilst in hospital, and I think then it would encourage me to say.” (Patient8 F Aged 40) |
| “There was one night nurse that I was apprehensive about … I hadn’t got any medication … she did get me morphine but … she wasn’t a very nice person, I didn’t like her she was very em, brusque - looked as if she hated the job … I didn’t want to ask her anything that was going to make her any more cross than she already was (laughs)” (Patient2 F Aged 78) |
| I would [ask] because it’s my meds and I don’t want them putting something into my body that’s not right, but I would probably, you know if they put me on a drip and I didn’t know what it was for, I would wait until the nice one came in and say, ‘what’s this?’, em so you’d save any question that could wait, for the nice ones.” (Patient16 F Aged 70) |
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Staff
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| “I noticed it more when I went into a Sister’s uniform, I was documenting everything, I was making my own little statements. Every conversation I was having with a relative - because they do, things get twisted, things are not heard right… you are encouraged [to keep notes] but you can go a bit ridiculous I don’t do that now…” (Senior Nurse, F, Staff43) |
| “Sometimes … I think it is just the news and things like that - everybody sort of has their heckles up don’t they … everybody is frightened that they are going to get a complaint because that’s all you hear now it’s just. You do watch everything that you are doing because you think they will complain ...” (Healthcare Assistant, F, Staff45) |
| “My longest documentation is when I discuss stuff with relatives. Because I write down what I’ve said, what they said; I quote stuff. I mean, it’s a bit tricky, especially in the kind of society we live in these days given that it’s so litigious… We’re doing that to defend ourselves if a patient turns around and sues. Um… so I think it would be very hard for health care services to kind of view a patient’s keeping detailed records as anything but that, that’s why we do it. That’s an absolute baseline (F2 Doctor, M, Staff39) |
| “Some [staff] like not to give very much information ‘cos it means they don’t get very many questions and people haven’t got to think of answers … [and] some nurses – especially newly qualified nurses – think they’ve got to do everything, you know; and that’s when you panic and mistakes happen” (Staff Nurse, Staff3) |
