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

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. 

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Key Information

Type of Reference
Jour
Type of Work
Journal article
Publisher
Cambridge University Press
ISBN/ISSN
1833-3672
Publication Year
2020
Issue Number
3
Journal Titles
Journal of Management and Organization
Volume Number
26
Start Page
355
End Page
374