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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: l.kippist@westernsydney.edu.au
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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

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