‘NO, SHE’S NOT READY. WE’VE BEEN BUSY. It’s alright for you swanning around all day talking, but we have to do the real work.’ This was delivered at high volume in front of two carers and a resident. As I walked away, the lump in my throat grew, half in anger – I always cry when I’m angry – and half in distress at the look on the resident’s face. As Matron walked past she cautiously asked if I was OK. ‘Give me ten minutes to walk round the grounds and I’ll tell you’, was my reply. An hour later we talked through the latest incident, looking yet again at ways to share the belief we both held that our care home’s culture needed to change.