Table 2.

Care-seeking experiences

Negative care-seeking experiences	Positive care-seeking experiences
Poor communication Healthcare workers shouting at caregiver Blaming caregiver for death Failing to take caregivers’ opinions seriously Not explaining what procedure is being performed or why it is being performed Not explaining which treatment was being given or why it was being given Not providing safety-netting advice Not explaining the cause of death	Good communication Respect for caregivers’ opinion and knowledge of a change in the child’s condition Offering safety-netting advice Not being shouted at
Inattentive staff Distracted by mobile phones while seeing patients, or while patients are waiting to be seen Taking lunch when still many patients to see Not coming to review patient when caregiver alerts them to a change in the child’s condition Sense that nurses are not ‘passionate’ about their jobs (particularly younger nurses)	Tangible sense of ‘being treated’ Receiving interventions (drips, injections, tablets, oxygen, bandages) Physical examination performed by the nurse or doctor
Delays or waiting Ambulance transport very delayed in arrival	Timings Seen and treated immediately or urgently, skipping the queues Ambulance arriving quickly