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

Louise Kippist, Liz Fulop, Ann Dadich, Anne Smyth

Research output: Contribution to journalArticlepeer-review

5 Citations (Scopus)

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. Please note a correction has been issued for this article, available at https://doi.org/10.1017/jmo.2019.69
Original languageEnglish
Pages (from-to)355-374
Number of pages20
JournalJournal of Management and Organization
Volume26
Issue number3
DOIs
Publication statusPublished - 2020

Keywords

  • Australia
  • chronic diseases
  • dialysis
  • management
  • medical care
  • nephrology

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