Table 5.

Providing Factual Information

Strategies	Exemplar Quotes
Explain Environment: FM described the nurse giving explanations of the equipment and procedures.
Answer questions Explain equipment Explain the treatment plan Use lay terminology	But [the nurse] said ‘I’m going to reposition him; you will see him at different positions, and I’m doing this because I don’t want him to lay in one spot too long.’ I guess for the circulation and for the…all that. Anyway, he/she explained very, it’s one of those things that seem, little small details, but it was so important to me. You know, ‘I changed his bandage here because it looked a little bad,’ he/she was saying that to me. (Mother of P10, Single Interview, Day 2)
	I know that [the nurse] will be that bridge to me, the one that’s going to bring it down to the kindergarten terms that I need. And I felt confident and comfortable that [Nurse L] was competent in translating that to my terms. [Nurse L] is the communicator bridge; he/she understands the ten-dollar lingo. I don’t get it; it’s all confusing to me. But when they walked away, I knew that I could pepper Nurse L with questions, and he/she would give everything I needed on my terms. (Daughter1 of P13, Second Interview, Day 8)
Present Findings: FM Described the nurse describing to them physiological findings
Avoid Rendering a Prognosis Describe Positive Findings Keep Apprised of Patient’s Condition	Well it’s a glimmer of hope, but they are not so, ‘oh no he’s not going to make it,’ or ‘I’ve never seen anybody come through this.’ Just, if they’ve got that opinion, they are not saying it, so that I can hold on to that glimmer of hope. (Wife of P11, Second Interview, Day 8)
	Well any time that they tell me that a number looks better, that’s hopeful. His ammonia level was just like 13 points better today. And I went ‘oh, well that was a little glimmer of hope. He’s not on any sedation, but yet we are getting a little bit of response. That’s a little bit of hope.’ Just little things like that, that. (Wife of P11, First Interview, Day 4)
Negative Fail to Keep Apprised of Condition Give Inaccurate Information Guess at What Might Be Wrong Leave FM hanging Unable to Answer Questions	Some will say, ‘well nothing’s changed since last night,’ and then I will find out, yes he [had] a seizure, …well that to me is important to know in the overall scheme of things. So, I’m thinking that he didn’t have a seizure for two days, when actually he did have one the day before. (Domestic Partner of P8, Single Interview, Day 9)
	I called at two o’clock this morning to see how he’s doing. And whoever answered the phone said, “I know that it’s in the middle of the night, but you’re going to have to call back in an hour.” And right away I’m thinking, is he/she working on him? is there something [wrong]? So I waited, and I called back and he/she said no change, and that was it…not much of a change, so… For the hour or so just wondering what’s going on. (Wife of P5, Second Interview, Day 6)