You are an FY2 doctor in elderly care medicine. You have noticed that Heather, one of the nurses, talks sharply with patients and many of them seem visibly upset. When you have spoken to other nurses about this previously, they have advised that Heather has always been like this and it is ‘part of her personality’. She has been made aware by colleagues regarding this, but she has continued with this approach.
Choose the three most appropriate actions to take in this situation: