• Merryn Gott, Jackie Robinson, Tess Moeke-Maxwell, Stella Black, Lisa Williams, Rawiri Wharemate, and Janine Wiles.
• 1 School of Nursing, University of Auckland, Auckland, New Zealand.
• Palliat Med. 2019 Jul 1; 33 (7): 793-801.

BackgroundHospitals are important sites of end-of-life care, particularly for older people. A need has been identified to understand best practice in hospital end-of-life care from the service-user perspective.AimThe aim of this study was to identify examples of good care received in the hospital setting during the last 3 months of life for people dying in advanced age from the perspective of bereaved family members.DesignA social constructionist framework underpinned a qualitative research design. Data were analysed thematically drawing on an appreciative enquiry framework.Setting/ParticipantsInterviews were conducted with 58 bereaved family carers nominated by 52 people aged >80 years participating in a longitudinal study of ageing. Data were analysed for the 21 of 34 cases where family members were 'extremely' or 'very' satisfied with a public hospital admission their older relative experienced in their last 3 months of life.ResultsParticipants' accounts of good care aligned with Dewar and Nolan's relation-centred compassionate care model: (1) a relationship based on empathy; (2) effective interactions between patients/families and staff; (3) contextualised knowledge of the patient/family; and (4) patients/families being active participants in care. We extended the model to the bicultural context of Aotearoa, New Zealand.ConclusionWe identify concrete actions that clinicians working in acute hospitals can integrate into their practice to deliver end-of-life care with which families are highly satisfied. Further research is required to support the implementation of the relation-centred compassionate care model within hospitals, with suitable adaptations for local context, and explore the subsequent impact on patients, families and staff.

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