Table 4.

Demonstrating Professionalism

Strategies	Exemplar Quotes
Demeanor: FM described the nurses demeanor as demonstrating professionalism
Calm Presence Confident and Competent Morale Professional Ethics	Just seeing how good they are has made me more hopeful…It was just their, it was just their demeanor and their calm demeanor and their grasp of the facts… it wasn’t like they had to go ask somebody. They knew, they just explained things clearly and um…right off the top of their head. With just a, just in a very calm reassuring way. (Husband of P4, First Interview, Day 2)
	And that made a difference to me because if you are doing something that you don’t want to do, a person can tell, and he/she didn’t seem that way. He/she seemed to be glad and happy to do what it was that he/she was doing. It made me feel better…And it makes a difference if you’re talking to someone that act like they don’t want to talk to you. And he/she didn’t sound like that, Yeah it makes a difference. (Daughter of P7, Single Interview, Day 2)
Negative Unprofessional Behavior	And she’s turned her back talking to the nurse next door. And my anxiety and temper went out the roof. Really, all of the other nurses have kept their eyes on him. And she’s got her back, and I’m watching the clock twenty minutes later they’re still chit-chatting about transfers, job openings, this that and the other. (Daughter 2 of P13, Second Interview, Day 8)
Collaboration: The FM described evidence that the nurses were collaborating with other professionals
Express Confidence in Plan Collaboration with others	[The nurse assured me] that he is getting good care, and that this is just not something enormously experimental, or that this is not a shot in the dark, this is not a wing and a prayer. That this is the way they handle this situation. [Confidence] in what the doctors are doing. Yeah and maybe give some explanation of…not we do it all the time in a flippant manner, but we are very good at doing this type of treatment or therapy. (Wife of P3, Second Interview, Day 4)
	Daughter 2: It’s good interaction between the doctors coming through and [the nurse], and it just, it makes you feel good. Daughter 1: For me it was like, ‘these people have their ducks in a row, and if anything happens to my father, I truly believe that he was at the best place, and he is getting the best care.’ Daughter 2: It made me feel that they’re not dropping the ball because they’re not communicating…At least they’re working as a team to try and help our father. (Daughter1 and Daughter2 of P13, Second Interview, Day 8)
Negative Inconsistent Information	There was a huge debate about whether or not to remove his breathing tube amongst the whole staff…[The nurse] went to speak to them; he/she was like, ‘I really think that it might be time…’ they’d reverse themselves; they told me they were going to do it, and then when I called at eight, they said, ‘no we think he’s a little too weak.’ (Wife of P17, Second Interview, Day 9)
Respect: FM described nurse demonstrating respect for the patient and Family
Confidentiality Respectful Respect Patient Dignity	They’ve talked to me…like I am a person that…that’s important to them…the caring part really helps you when you’re in a situation like this…I like for people to talk to me, and it helps me to deal with stuff and that kind of thing so. (Mother of P16, Single Interview, Day 4)