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

Louise Kippist, Liz Fulop, Ann Dadich and Anne Smyth

Journal of Management & Organization, 2020, vol. 26, issue 3, 355-374

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.

Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:cup:jomorg:v:26:y:2020:i:3:p:355-374_6

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