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

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  • Kippist, Louise
  • Fulop, Liz
  • Dadich, Ann
  • Smyth, Anne

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.

Suggested Citation

  • Kippist, Louise & Fulop, Liz & Dadich, Ann & Smyth, Anne, 2020. "Brilliant renal care: A really positive study of patient, carer, and staff experiences within an Australian health service," Journal of Management & Organization, Cambridge University Press, vol. 26(3), pages 355-374, May.
    • Handle: RePEc:cup:jomorg:v:26:y:2020:i:3:p:355-374_6
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