In my years as a RN in LTC, I have found out that family anger is mostly based on guilt of placing a family member in a LTC facility. I strongly agree that it is the "little" things done for a resident that counts the most. Basic care is about all the families ask of the staff,( mouth care, nail care, etc.) I remember working in an ICU at a local hospital, early in my career, and had to defibrillate my patient--he survived. It was not the fact that I had "saved" the patients life, but that on the previous night, I had put a blanket on my patient as it was too cool in the unit. The family told my nurse manager how caring I was. Please remember a kind word to your resident AND keeping families informed goes a long way.