“Then came the opportunity to plan a new style of dementia care home, right in the heart of the catchment area, and the positive effects on relatives’ guilt and strain were palpable. [Relatives] visited more often and felt considerably more involved. But there were tensions too; relatives were often dissatisfied with staff, and staff felt that relatives were more of a problem than the residents. It became clear that the relationship between staff and relatives needed just as much attention as that between staff and residents.”