Tehran University of Medical Sciences Journal of Medical Ethics and History of Medicine 2008-0387 14 0 2021 12 03 1068 1068 Ara Ayora Member of Scientific Communication Research Group (GRECC), Department of Communication, Pompeu Fabra University, Barcelona, Spain. Carme Nogueras Member of Geriatric Department at Germans Trias i Pujol University Hospital in Barcelona, Spain. Sonia Jiménez-Panés Member of Social Work Department at the Germans Trias i Pujol University Hospital, Barcelona, Spain. Sergi Cortiñas-Rovira Coordinator of the Scientific Communication Research Group (GRECC), Department of Communication, Pompeu Fabra University, UPF-BSM Barcelona School of Management, Barcelona, Spain 2021 07 12 2021 12 28 During March and April 2020, the number of hospital admissions and deaths due to the first wave of COVID-19 peaked. The objective of this study was to analyse the experiences of a team of health professionals in charge of breaking bad news over the telephone to the relatives of patients admitted to the respiratory ward of a large hospital in Barcelona. This was a qualitative research based on semi-structured individual interviews with all the members of the team and a group interview. The interviews were analysed using Condensation of Meaning techniques. Three central themes emerged after analysing the interviews: (1) the call itself, (2) the need for good organisational support both before and during a crisis, and (3) the care that the professionals themselves need. To set up a large-scale operation to break bad news over the phone, some organisational aspects must be considered that go beyond the call itself. All these aspects are interrelated to a large extent, and due attention should be given to proper communication and adequate care practices for both relatives and health workers. https://jmehm.tums.ac.ir/index.php/jmehm/article/view/1068 https://jmehm.tums.ac.ir/index.php/jmehm/article/download/1068/380