“…It is not only what is being done, but also to how it is being done*the essence of quality Levy-Storms et al, 2007;Miller, 2007;O'Connor & Ribgy, 1996;Sachweh, 1998). Our findings suggest that a connection can be made between communication and quality of care in that communication is a core element of IC, which has been shown to improve quality of care (Schnelle, Cruise, Alessi, Al-Samarrai, & Ouslander, 1998;van Servellen, 1997). Of course, IC is one of many issues (e.g., staffing ratios, poor pay) affecting the quality of care .…”