Key encounter 5: 'on the floor'

The most striking feature of this encounter was how little interaction actually occurred between the staff and the patient. However, some key issues emerged from later discussion with this and other patients relating to communication during dialysis:

• -communication about procedures as they are occurring is highly valued by patients
• -personal relationships between staff and patients are a central factor in the patients' dialysis experience
• -patients are concerned about nurses' concentration when they talk to other staff while carrying out procedures
• -proficiency of staff - e.g. in placing needles - is highly valued by clients
• -extensive opportunities for increasing shared understanding exist but are rarely utilised.

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