Table 6 Themes describing what has worked and not worked across the system (* indicates where datasets comprise one or more groups)

T1: Collaborative, resilient, flexible teams who mutually support each other, cascade information and have risen to the challenge

72*

T5: The correct use and dehumanising impact of PPE and obtaining consistent supplies within a changing context

33*

T2: Cross-boundary working with, shared priorities, improved relationships, pooled resources, streamlined processes enabled new services

24*

T6: Confusing messages, not knowing what is happening with impact on: mental health assessments, hospital admissions and attendance, university programmes and conspiracy theories

15

Sub-Theme 2.1: Ideas implemented have spanned technical innovations and standard passports for volunteers in acute settings to sharing medications in short supply and adapting new ways of working in the community

5*

T3: Seeing the person in the patient, and with care and patience working with or for family members across the spectrum of care from recovery to death

24*

T7: System not joined up or resilient impacting negatively on patient flow, social care, use of volunteer potential, track and trace and redeployment

9*

T4: Technology has contributed to normality and innovation through patient consultation/decision making, improved response times, EoL experiences, team communication, remote working, staff wellbeing, and recruitment.

20*

T8: Unrequired actions in acute care yet social care left high and dry

2