Table 5.

Thematic results of the focus group discussions with PACE staff (n = 5 groups; 35 staff members).

Theme	Codes	Exemplar Codes and Quotes
Staff Dedication	Empathy Inclusion Willing Training	Empathy: … some people are very – who have dementia, they get frustrated with their own situation…That’s frustrating because I know there’s not much I can do to help them. I can just help them feel okay in that moment, but they’re still going to have dementia and still be confused when I leave, so I find that frustrating. Willing: I think a training on hearing loss would be good or on hearing aids…Participants are always asking me about hearing aids and…I don’t know. Any more information would always be helpful.
Problem Solving	Adaptive Communication Strategy Communication Breakdown Support	Adaptive: … I have a tendency when I’m in a hurry, it’s time to go home, you try to get participants and so I’ve had to train myself to slow it down and look at them in the eye… Communication Strategy: …I often use hand gestures… Communication Breakdown: …it’s very frustrating because that person cannot hear most things no matter what…so it’s frustrating…for that person and staff.
Amplification	Experience Problems Positives Speaker system	Problems: Some of them don’t wear it. Positives: She almost had [a] headset on and she had her little device…it was kind of reassuring just to like pick it up and I’d speak right into the microphone in a softer voice and then you know, she can hear me…