Generally staff adopted a non-patronising and courteous manner to
residents. Many were treated in an informal light-hearted manner
and conversations often revealed a deep knowledge and
understanding of the individual resident. Displays of genuine
affection and mutual respect between staff and residents were
frequently observed.
In contrast were the occasions when residents were addressed in a
harsh manner. However, on the occasions observed criticism cannot
be levelled at staff. Residents can be maddening and exasperating·
at times and when coupled with a shortage of staff, situations
arise where in all but the most saintly employees irritability and
short temperedness develop.
Ree Pettifer September 1989
Review of clinical nursing practice institutional living program,
Willow Court Centre Report.