Table 5.

Data to illustrate ‘culture and system of health care’

‘[The nurses] are zoom zoom zoom, they're too busy to have little conversation, chat, you know, make you feel more … better.’ Relative of Patient 11

‘Every time they walked in and out or they went to another patient they used to call out to whoever they, you know ‘Are you all right? You all right? You sure? You want anything?’ You know, no matter who it was they were so … kind and caring.’ Patient 14

‘The only thing she gets upset about when she's in hospital is other patients demanding too much from the nurses! [Laughs] When they can do things their self…She won't, um, just call the nurse willy‐nilly, and she gets quite upset when she's laying there or whatever, trying to do something, and you've got someone who's quite capable going, ‘Nurse! Nurse! Nurse!’’ Relative of Patient 13

‘If one person in there who's supposed to be attending you, right, takes a dislike to you, and I'm not surmising this, it's truthful, and they don't like you, and it's put all round the ward who attends you, and they all stick on that one, that person, whoever it may be. So you're condemned straightaway.’ Patient 2

‘You get a card and there's a help number on it or you ring the ward. Basically: “Well we can't help you, there's no doctors on the ward.” So I ring the GP: “Well I can't help you.” I said, “Well can you just come out and verify that she's got a chest infection?” “Well you know. Take her to hospital.”’ Relative of Patient 1