Hostname: page-component-586b7cd67f-2brh9 Total loading time: 0 Render date: 2024-11-22T19:14:33.677Z Has data issue: false hasContentIssue false
  • English
  • Français

Brilliant renal care: A really positive study of patient, carer, and staff experiences within an Australian health service

Published online by Cambridge University Press:  13 August 2019

Louise Kippist Open the ORCID record for Louise Kippist [Opens in a new window] ,
Liz Fulop ,
Ann Dadich  and
Anne Smyth
Louise Kippist*
Affiliation:
School of Business, Western Sydney University, Locked Bag 1797, Penrith2751, Australia
Liz Fulop
Affiliation:
Griffith Business School, Griffith University, Gold Coast Campus 4222, Australia
Ann Dadich
Affiliation:
School of Business, Western Sydney University, Locked Bag 1797, Penrith2751, Australia
Anne Smyth
Affiliation:
Organisational Consulting, 17 Nevis Street, Camberwell3124, Australia
*
*Corresponding author. Email: [email protected]
Get access Rights & Permissions [Opens in a new window]

Abstract

Drawing on a positive organizational scholarship (POS) approach, this paper presents findings from the first of a two-part study exploring user experiences of brilliant renal care within the Regional Dialysis Centre in Blacktown (RDC-B). A world café method was used engaging patients, carers, and staff in conversations about brilliance. Practitioners led the study, seeking to validate their claims that the RDC-B is an exemplar of brilliant care. Pragmatics dominated the fieldwork. Researchers and practitioners collaborated throughout the study, including hosting two world cafés. Key findings from the study are that the RDC-B is completely patient and relationally-centred, with high-quality connections, dedicated and competent staff providing a complete, responsive, and personalized service that is also like being in a family. Drawing on POS, we suggest that relational-centred care requires at the very least high-quality connections and relational coordination to build and sustain the levels of positivity identified in the RDC-B.

Keywords

positive organizational scholarshipappreciative enquiryhealth service managementpositive pragmatic fieldworkbrilliance
Type
Research Article
Information
Journal of Management & Organization , Volume 26 , Special Issue 3: Positive Organisational Scholarship in Healthcare (POSH) , May 2020 , pp. 355 - 374
Copyright
Copyright © Cambridge University Press and Australian and New Zealand Academy of Management 2019

Access options

Get access to the full version of this content by using one of the access options below. (Log in options will check for institutional or personal access. Content may require purchase if you do not have access.)

References

AIHW (Australian Institute of Health and Welfare). (2015a, August). Chronic diseases [Website]. Retrieved from http://www.aihw.gov.au/chronic-diseases/Google Scholar
AIHW (Australian Institute of Health and Welfare). (2015b). Hospital resources 2013–14: Australian hospital statistics (PHE 142). Canberra, ACT: AIHW (Australian Institute of Health and Welfare).Google Scholar
AIHW (Australian Institute of Health and Welfare). (2016, May). Services provided by palliative medicine specialists [Website]. Retrieved from http://www.aihw.gov.au/palliative-care/medicine-specialists-services/Google Scholar
AIHW (Australian Institute of Health and Welfare). (2017). How many Australians have diabetes? [Website]. Retrieved from http://www.aihw.gov.au/how-common-is-diabetes/Google Scholar
Anderson, L. (2011). Use the world café concept to create an interactive learning environment. Education for Primary Care, 22(5), 337–338.CrossRefGoogle ScholarPubMed
Baker, W. (2012). A dual model of reciprocity in organizations: Moral sentiments and reputation. In Cameron, K. S. & Spreitzer, G. M. (Eds.), Oxford handbook of positive organizational scholarship (pp. 412–422). New York, NY: Oxford University Press.Google Scholar
Bamford, A. (2009). The wow factor: Global research compendium on the impact of the arts in education (2nd ed.). Münster: Waxmann Verlag.Google Scholar
Bate, P., Mendel, P., & Robert, G. (2008). Organizing for quality: The improvement journeys of leading hospitals in Europe and the United States. Oxford: Nuffield Trust and Radcliffe Publishing.Google Scholar
Bate, P., & Robert, G. (2007). Bringing user experience to healthcare improvement: The concepts, methods and practices of experience-based design. Oxon: Radcliffe Publishing.Google Scholar
Brown, J., & Isaacs, D. (2005). The world café: Shaping our futures through conversations that matter. San Francisco, CA: Berrett-Koehler.Google Scholar
Burke, C., & Sheldon, K. (2011). Encouraging workplace innovation using ‘world cafe’ model. Nursing Management, 17(7), 14–19.CrossRefGoogle Scholar
Cameron, K. S., Dutton, J. E., & Quinn, R. E. (2003). An introduction to positive organizational scholarship. In Cameron, K. S., Dutton, J. E., & Quinn, R. E. (Eds.), Positive organizational scholarship: Foundations of a new discipline (pp. 3–13). San Francisco: Berrett-Koehler.Google Scholar
Cameron, K. S., & Spreitzer, G. M. (2012). Introduction: What is positive about positive organizational scholarship? In Cameron, K. S. & Spreitzer, G. M. (Eds.), Oxford handbook of positive organizational scholarship (pp. 1–14). New York, NY: Oxford University Press.Google Scholar
Carson, L. (2011). Designing a public conversation using the world café method. Social Alternatives, 30(1), 10–14.Google Scholar
Cass, A., Chadban, S., Gallagher, M., Howard, K., Jones, A., McDonald, S., Snelling, P., & White, S. (2010). The economic impact of end stage kidney disease in Australia: Projects to 2020. Melbourne, VIC: Kidney Health Australia.Google Scholar
Collier, A., Hodgins, M., Crawford, G., Every, A., Womsley, K., Jeffs, C., Houthuysen, P., Kang, S., Thomas, E., Weller, V., Van, C., Farrow, C., & Dadich, A. (2018). What does it take to deliver brilliant home-based palliative care? A video reflexive ethnography. Palliative Medicine, 33(1), 91–101.CrossRefGoogle ScholarPubMed
Cooperrider, D. L., Sorensen, P. F. J., Whitney, D., & Yaeger, T. F. (Eds.). (2000). Appreciative inquiry: Rethinking human organization toward a positive theory of change. Champaign, IL: Stipes Publishing.Google Scholar
Cooperrider, D. L., & Srivastva, S. (1987). Appreciative inquiry in organizational life. Research in Organizational Change and Development, 1, 129–155.Google Scholar
Dadich, A., Collier, A., Hodgins, M., & Crawford, G. (2018). Using POSH VRE to examine positive deviance to new public management in healthcare. Qualitative Health Research, 28(8), 1203–1216.CrossRefGoogle Scholar
DHA (Department of Health and Ageing). (2011). Improving primary health care for all Australians. Canberra, ACT: DHA (Department of Health and Ageing).Google Scholar
Dutton, J. E., & Sonenshein, S. (2007). Positive organizational scholarship. In Lopez, S. & Beauchamps, A. (Eds.), Encyclopedia of positive psychology (pp. 737–742). Malden, MA: Blackwell Publishing. doi: https://doi.org/10.1002/9781444306002.Google Scholar
Fotaki, M. (2015). Why and how is compassion necessary to provide good quality healthcare? International Journal of Health Policy and Management, 4(4), 199–201.CrossRefGoogle Scholar
Fulop, L., Kippist, L., Dadich, A. M., Hayes, K. J., Karimi, L., & Smyth, A. (2018). [In Press] What makes a team brilliant? : an experiential exploration of positivity within healthcare (In press). Journal Of Management & Organization, https://doi.org/doi:10.1017/jmo.2018.56.Google Scholar
Gittell, J. H. (2009). High performance healthcare: Using the power of relationships to achieve quality efficiency and resilience. New York, NY: McGraw-Hill Education.Google Scholar
Gittell, J. H. (2012). New directions for relational coordination theory. In Cameron, K. S. & Spreitzer, G. M. (Eds.), Oxford handbook of positive organizational scholarship (pp. 400–411). New York, NY: Oxford University Press.Google Scholar
Gittell, J. H., Logan, C., Cronenwett, J., Foster, T. C., Freeman, R., Godfrey, M., & Collins Vidal, D. (2018). Impact of relational coordination on staff and patient outcomes in outpatient surgical clinics. Health Care Management Review, 44(4), 1–9.Google Scholar
Glaser, B. G. (1965). The constant comparative method of qualitative analysis. Social Problems, 12(4), 436–445.CrossRefGoogle Scholar
Greaves, F., Ramirez-Cano, D., Millett, C., Darzi, A., & Donaldson, L. (2015). Harnessing the cloud of patient experience: Using social media to detect poor quality healthcare. BMJ Quality & Safety, 22(3), 251–255.CrossRefGoogle Scholar
Havens, D. S., Vasey, J., Gittell, J. H., & Lin, W. T. (2010). Relational coordination among nurses and other providers: Impact on the quality of patient care. Journal of Nursing Management, 18(8), 926–937.CrossRefGoogle ScholarPubMed
Hayes, K. J., Campbell, S., Curry, J., Dadich, A. M., Ditton, M., Eljiz, K., Fitzgerald, J. A., Fulop, L., Isouard, G., Herington, C., Karimi, L., & Smyth, A. (2012). Building a research community of practice, and researching brilliance in health care: Now for something different. Proceedings Of The 26Th Annual Australian And New Zealand Academy Of Management International Conference (Anzam 2012): Managing For Volatility And Stability: 5–7 December 2012. Perth, WA.Google Scholar
Hillman, K., & Bishop, G. (2004). Clinical intensive care and acute medicine (2nd ed.). New York, NY: Cambridge University Press.CrossRefGoogle Scholar
Hoerger, T. J., Simpson, S. A., Yarnoff, B. O., Pavkov, M. E., Ríos Burrows, N., Saydah, S. H., Williams, D. E., & Zhuo, X. (2015). The future burden of CKD in the United States: A simulation model for the CDC CKD initiative. American Journal of Kidney Diseases, 65(3), 403–411.CrossRefGoogle ScholarPubMed
Huffman, T. (2013a). Organizing compassionate communication: Pragmatic fieldwork with nonprofits and homeless young adults, (PhD thesis). Arizona State University. Retrieved from: http://fosteringsuccessmichigan.com/uploads/misc/Timothy_Huffman-Organizing_Compassionate_Communication.pdf.Google Scholar
Huffman, T. (2013b). Pragmatic fieldwork: Qualitative research for creative democracy and social action. Journal of Social Justice, 3, 1–24.Google Scholar
Huffman, T. P. (2017). Compassionate communication, embodied aboutness, and homeless young adults. Western Journal of Communication, 81(2), 149–167.CrossRefGoogle Scholar
Huffman, T. P. (2018). Paradigmatic tools for communication scholar-activists: Toward a pragmatic and relational epistemology. Review of Communication, 18(1), 19–36.CrossRefGoogle Scholar
Hustoft, M., Biringer, E., Gjesdal, S., Aβmus, J., & Hetlevik, Ø. (2018). Relational coordination in interprofessional teams and its effect on patient-reported benefit and continuity of care: A prospective cohort study from rehabilitation centres in Western Norway. BMC Health Services Research, 18(719), 1–9.CrossRefGoogle ScholarPubMed
Hustoft, M., Hetlevik, Ø., Aβmus, J., Størkson, S., Gjesdal, S., & Biringer, E. (2018). Communication and relational ties in inter-professional teams in Norwegian specialized health care: A multicentre study of relational coordination. International Journal of Integrated Care, 18(2), 1–12.CrossRefGoogle ScholarPubMed
Karimi, L., Dadich, A., Fulop, L., Leggat, S., Rada, J., Hayes, K., Kippist, L., Eljiz, K., Smyth, A., & Fitzgerald, A. (2017). Empirical exploration of brilliance in health care: Perceptions of health professionals. Australian Health Review, 41(3), 336–343. https://doi.org/10.1071/AH16047.CrossRefGoogle ScholarPubMed
Karimi, L., Dadich, A., Fulop, L., Leggat, S. G., Eljiz, K., Fitzgerald, J. A., Smyth, A., Hayes, K. J., & Kippist, L. (2019). Brilliant health service management: Challenging perceptions and changing HR practices in health services. Asia Pacific Journal Of Human Resources, 57(2), 174–190. https://doi.org/10.1111/1744-7941.12189.CrossRefGoogle Scholar
Liyanage, T., Ninomiya, T., Jha, V., Neal, B., Patrice, H. M., Okpechi, I., Zhao, M. H., Lv, J., Garg, A. X., Knight, J., Rodgers, A., Gallagher, M., Kotwal, S., Cass, A., & Perkovic, V. (2015). Worldwide access to treatment for end-stage kidney disease: A systematic review. Lancet, 385(9981), 1975–1982.CrossRefGoogle ScholarPubMed
Ludema, J. (2005). From deficit discourse to vocabularies of hope: The power of appreciation. In Cooperrider, D. L., Sorensen, P. F., Yaeger, T. F., & Whitney, D. (Eds.), Appreciative inquiry: An emerging direction for organization development (pp. 523–545). Champaign, IL: Stipes Publishing LLC.Google Scholar
MacLeod, H. (2009, 16th–19th April). Keynote presentation: The world is flat. Paper presented at the Australian Centre for Clinician Leadership Conference, Sanctuary Cove, QLD.Google Scholar
Nilsson, W. (2015). Positive institutional work: Exploring institutional work through the lens of positive organizational scholarship. Academy of Management Review, 40(3), 370–398.CrossRefGoogle Scholar
NSW Health. (2016). Annual report 2015–16. Sydney, NSW: NSW Health.Google Scholar
NSW Ministry of Healtht. (nd). Neprichrology (renal medicine). North Sydney, NSW: NSW Ministry of Health.Google Scholar
Oliveros, P. (2005). Deep listening: A composer's sound practice. Lincoln, NE: Deep Listening Publications.Google Scholar
Primary Health Care Advisory Group. (2016). Better outcomes for people with chronic and complex health conditions. Canberra, ACT: Department of Health.Google Scholar
Rose, A. J., & McCullough, M. B. (2017). A practical guide to using the positive deviance method in health services research. Health Services Research, 52(3), 1207–1222.CrossRefGoogle ScholarPubMed
Stephens, J. P., Heaphy, E., & Dutton, J. E. (2012). High-quality connections. In Cameron, K. S. & Spreitzer, G. M. (Eds.), Oxford handbook of positive organizational scholarship (pp. 385–399). New York, NY: Oxford University Press.Google Scholar
Wyld, M., Lee, C. M. Y., Chadban, S. J., Zhuo, X., White, S., Shaw, J., Morton, R. and Colagiuri, S.. (2014). Cost of CKD in Australia. Nephrology, 19(54), 23.Google Scholar