How to keep being kind in difficult times: Even with huge work pressures, every team member can help create a culture of compassion in which we learn from our mistakes.

Kind, considerate and empathetic care is provided in our hospitals on a daily basis. Sadly, this isn't always the case. I am reminded of this when I recall a hospital encounter between an older couple and a care assistant. The couple, who appeared to be in their eighties, were sitting together when the refreshment trolley arrived. Both looked unwell but the woman had been admitted as a patient and her husband was visiting. [ABSTRACT FROM AUTHOR]