1. ..it may represent an example of the growing habit of individuals to publicise their personal opinions, with no thought as to the consequences Craig A White Assistant Director

4. © SUN © Clyde & Forth Press

7. .....bring attention to the hard issues, and keep it focused there, let people feel the weight of responsibility for tackling those issues. Heifetz & Linsky, 2002, p.109

9. The Rules re Visiting Keep out unless we say you can get in Once you are in, only two of you can get in (and neither of you can sit on the bed) The nurse in charge knows best (even though you have known your relative all your life) Don’t bother us outside of the times that we say Make sure that the same person always calls up to speak to us if telephoning

12. Sunday afternoon Visiting time Sunday evening Twitter Monday morning Response

13. It has been brought to my attention these ‘Twitter’ messages. I, and many others do not ‘Twitter’ but many others do and as I understand it messages once out there can be sent on ad infinitum. I feel it is inappropriate that you, as a senior Director, should be sending such uncontrollable messages to the wider world, with comments which could be considered disparaging to staff members who may not be aware of the messages and have no right of reply. Your experience as you describe it as an “undercover” observer is privileged, but can by its very nature be transient of the situation in the ward you visited. Personally I feel this was not wise behaviour on your part, and am concerned that it may represent an example of the growing habit of individuals to publicise their personal opinions, with no thought as to the consequences. For a Director of NHS A&A to do this of part of your own organisation was not right, given your views could be in future used by anyone, including the media, to support any claim of poor care. If you have any complaints about the care given to your relative you should take those through the normal channels, of which you are clearly quite aware given your email of today. Have you made the Medical Director & Chief Executive aware of your tweet?

21. My PO Response Checklist Say what someone you care about would want to hear Think what you would want for them if it was their comments you were considering Be honest – including how you feel and what you think is the best thing to do next. Offer contact with the person Do remember you are responding to the experience

23. @craigwhitephd Craig.White@aapct.scot.nhs.uk Rewrite the unwritten rules