Table 4 Proactive and personal communication related to caregiver well-being during critical care

“The doctor was really super, he was very comforting to me, he assured me you know that they were to do everything they could, he told me not to worry… it was a horrible experience and yet I feel like you guys made it workable, so I could get through it.” (Parent, Caregiver 12)

“they had to catheterize him and it was not pleasant for him but you know, he knew that that had to be done and they explained that to us very well and assured us that, you know, it was going to help and it did. I mean, it was tremendous.” (Spouse, Caregiver 09)

“I think the fact that the doctor called me personally and let me know what was going on … he was very patient with me on the phone so that I could ask all the questions that I had. I think that helped tremendously.” (Significant other, Caregiver 21)

“He had a nurse in particular that would explain, that would come in the room after everybody, because if a group of interns came in, when they left, he would come back and ask me did I get what they were trying to say.” (Fiancé, Caregiver 05)

“I have to tell you, it [getting calls at home from hospital] was very heartwarming, but also gave me a sense of a little bit of relief knowing that if I wasn’t there, they’re still and hands-on taking care of things at the immediate moment.” (Child, Caregiver 02)

Factor quote:^a “I feel like [including caregivers] gives comfort and I feel like it helps …the patient and the family and for all of us to come together to actually have realistic goals that are meaningful to the patient.” (Physical therapist, Team member 02)

Factor quote: “The video tablets were definitely a comfort to the patients and the family… more so than a telephone, just to be able to see their face provides even, so much more comfort… family seeing the patient and knowing that they’re, you know, they’re being cared for.” (Physician assistant, Team member 11)