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.