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1 – 10 of over 11000
Article
Publication date: 22 August 2008

Paula Hyde

The purpose of this paper is to explore the use of stories in a mental health environment. It includes an account of learning to read and recognise stories as a particular form of…

1312

Abstract

Purpose

The purpose of this paper is to explore the use of stories in a mental health environment. It includes an account of learning to read and recognise stories as a particular form of organizational narrative in the National Health Service (NHS).

Design/methodology/approach

The study involved a retrospective search for stories contained within ethnographic data collected from a mental health organization. A small number of stories were analysed in an attempt to discover how stories were used in one particular organizational setting.

Findings

The stories told by staff ranged from heroic action on behalf of a patient and in spite of the organization, to tragic stories of staff coming to harm. Stories told by patients concerned their experiences of meaningful relationships with the staff. Alongside this small collection of stories, two particular phenomena associated with storytelling are described; the first involves counter‐stories, which involved either discrediting accounts of patient as storytellers or offered different stories to suggest competing interpretations. The second involved collapsed story forms exchanged between staff as a means of convergent sense‐making.

Originality/value

The paper works with stories as a particular narrative form in one particular mental health setting. These stories have the potential to draw attention to aspects of organisational life such as fears about harming patients or coming to harm and possibilities for relationships between patients and staff. Two forms of exchange related to storytelling are detailed and are described as counter‐ and collapsed stories.

Details

Qualitative Research in Organizations and Management: An International Journal, vol. 3 no. 2
Type: Research Article
ISSN: 1746-5648

Keywords

Article
Publication date: 15 March 2011

Paula Lökman, Yiannis Gabriel and Paula Nicolson

The purpose of this paper is to examine how maternity doctors deal with anxieties generated through their interactions with patients.

Abstract

Purpose

The purpose of this paper is to examine how maternity doctors deal with anxieties generated through their interactions with patients.

Design/methodology/approach

The authors juxtapose two critical stories, collected as part of a large mixed method field study of leadership and patient care in three UK hospitals. The study of “organizational stories” is particularly relevant in health care settings that are liable to unleash strong emotions and fantasies, stories have a great advantage of offering an outlet for unconscious emotions and fantasies. The authors collected stories (n=48) from different stakeholders, and after extensive discussions and analysis, it was decided to focus this article on two stories told by two different doctors. These stories sum up not only the storytellers' own personal experiences but also reveal something more profound and general about the nature of doctors' anxieties and the means used to contain them. By restricting the discussion to two narratives, many variations are left outside our remit; the benefit, however, is that the nuances contained in these stories can be looked at in far greater detail.

Findings

The principal cause of doctors' anxiety in this study was a constant balancing between an objectifying “I‐it” and a communicative “I‐Thou” relations with their patients and the organization. If the doctors were unable to deliver what in their personal scale would have been good or even satisfactory patient care, anxiety levels started rising. The coping with and managing of anxiety was mainly done through controlling of relations with patients and colleagues.

Originality/value

The paper offers insights into situations that prompt diverse challenging emotions.

Details

International Journal of Organizational Analysis, vol. 19 no. 1
Type: Research Article
ISSN: 1934-8835

Keywords

Abstract

Details

Storytelling
Type: Book
ISBN: 978-1-83909-756-0

Abstract

Details

Storytelling
Type: Book
ISBN: 978-1-83909-756-0

Article
Publication date: 15 June 2015

Frederic Ponsignon, Andi Smart, Mike Williams and Juliet Hall

The purpose of this paper is to set out to explore how cancer patients and their carers perceive and evaluate the healthcare experience in order to develop and validate a…

2174

Abstract

Purpose

The purpose of this paper is to set out to explore how cancer patients and their carers perceive and evaluate the healthcare experience in order to develop and validate a classification framework for experience quality in healthcare.

Design/methodology/approach

The empirical work is centred on the systematic analysis of 200 cancer patient stories published on an independent healthcare feedback web site. Using the critical incident method, the authors captured 1,351 experience quality data items. Three judges independently sorted and classified these data items.

Findings

The authors identify and describe 22 main categories and 51 sub-categories that underlie the experience quality concept in healthcare and present them in a classification framework. The framework is informed through the categorisation of direct, indirect, and independent interactions. It also suggests a relationship between experience quality and satisfaction and loyalty behaviours.

Research limitations/implications

This study provides researchers with a foundation for the further development and validation of a measurement scale for experience quality in healthcare.

Practical implications

The framework assists managers and healthcare professionals with the definition, evaluation, and improvement of the quality of the experience of patients and their carers.

Originality/value

The main contributions of this study lie in: first, a comprehensive classification framework for experience quality in healthcare; second, dimensions that extend existing health service quality models; third, dimensions that contextualise the generic concept of customer experience quality to healthcare.

Details

Journal of Service Management, vol. 26 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Book part
Publication date: 25 November 2019

Loren E. Wilbers

In this chapter, I explore connections between institutional and personal narratives of treating chronic pain with prescription opioids.

Abstract

Purpose

In this chapter, I explore connections between institutional and personal narratives of treating chronic pain with prescription opioids.

Methods/Approach

I explore how stories told in a Food and Drug Administration public hearing construct moral boundaries around different kinds of pain patients and justify a label change intended to reduce prescribing of opioids to people with chronic pain. I then examine how personal narratives, acquired through interviews with chronic pain patients who rely on opioids, both conform to and challenge the institutional narratives told in the hearing and work as subversive stories. Additionally, I consider how institutional and personal narratives of chronic pain shed light on intersections and conflicts between the medical and social models of disability.

Findings

The “invisible disability” experience of chronic pain highlights the complex entanglement between the struggles associated with impairment emphasized by the medical model, and those stemming from cultural and structural barriers emphasized by the social model.

Implications/Value

I conclude with a discussion of the methodological value of examining narratives such as those of chronic pain and disability at multiple levels of social life. This study contributes to efforts to broaden disability discourse to include experiences such as chronic pain that are poorly represented in disability scholarship.

Details

New Narratives of Disability
Type: Book
ISBN: 978-1-83909-144-5

Keywords

Article
Publication date: 16 December 2021

Moutasem A. Zakkar, Samantha B. Meyer and Craig R. Janes

Social media has made a revolutionary change in the relationship between the customers and business or service providers by enabling customers to publish and share feedback and…

Abstract

Purpose

Social media has made a revolutionary change in the relationship between the customers and business or service providers by enabling customers to publish and share feedback and views about product or service quality. This revolutionary change has not been echoed in some healthcare systems. This study analyses the social media policies of healthcare regulatory authorities in Ontario and explores how these policies encourage or discourage healthcare professionals' use of social media for collecting patient stories and understanding patient experience.

Design/methodology/approach

The study used qualitative content analysis to analyse the policy documents, focusing on the manifest themes in these documents. It used convenient sampling to select 12 organizations, including regulating and licensing bodies and health service delivery organizations in Ontario. The authors collected 24 documents from these organizations, including policies, practice standards and social media learning materials.

Findings

In Ontario's healthcare system, social media is perceived as a source of risks to the healthcare professions and professionals. Healthcare regulators emphasize that the codes of conduct and professional standards extend to social media. The study found no systematic recognition of patient stories on social media as a source of information on healthcare quality that can be useful for healthcare professionals.

Originality/value

The study identifies potential unintended consequences of social media policies in the healthcare system and calls for policy and cultural changes to enable the development of safe social media platforms that can facilitate interaction between healthcare providers and patients, when necessary, without the fear of legal consequences or privacy breaches.

Details

International Journal of Health Governance, vol. 27 no. 1
Type: Research Article
ISSN: 2059-4631

Keywords

Article
Publication date: 29 November 2018

Frederic Ponsignon, Andi Smart and Laura Phillips

The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it…

1544

Abstract

Purpose

The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it as a frame to explore dimensions of experience quality that inform design requirements.

Design/methodology/approach

This study utilises UK Patient Opinion data to analyse the stories of 200 cancer patients. Using a critical incident technique, 1,207 attributes of experience quality are generated and classified into 17 quality dimensions across five stages of the customer (patient) journey.

Findings

Analysis reveals both similarity and difference in dimensions of experience quality across the patient journey: seven dimensions are common to all five journey stages, from receiving diagnosis to end of life care; ten dimensions were found to vary, present in one or several of the stages but not in all.

Research limitations/implications

Limitations include a lack of representativity of the story sample and the impossibility to verify the factual occurrence of the stories.

Practical implications

Adopting a patient journey perspective can improve the practitioner understanding of the design requirements of SDS in healthcare. The results of the study can be applied by managers to configure SDS that achieve a higher quality of patient care throughout the patient journey.

Originality/value

This paper extends existing literature on SDS design by adopting a customer journey perspective, revealing heterogeneity in experience quality across the customer journey currently unaccounted for in SDS design frameworks. Specifically, the findings challenge homogeneity in extant SDS design frameworks, evidencing the need for multiple, stage-specific SDS design requirements.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 10
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 13 July 2015

Andrea C. Bishop and Brianna R. Cregan

The purpose of this paper is to determine what patient and family stories can tell us about patient safety culture within health care organizations and how patients experience…

1254

Abstract

Purpose

The purpose of this paper is to determine what patient and family stories can tell us about patient safety culture within health care organizations and how patients experience patient safety culture.

Design/methodology/approach

A total of 11 patient and family stories of adverse event experiences were examined in September 2013 using publicly available videos on the Canadian Patient Safety Insitute web site. Videos were transcribed verbatim and collated as one complete data set. Thematic analysis was used to perform qualitative inquiry. All qualitative analysis was done using NVivo 10 software.

Findings

A total of three themes were identified: first, Being Passed Around; second, Not Having the Conversation; and third, the Person Behind the Patient. Results from this research also suggest that while health care organizations and providers might expect patients to play a larger role in managing their health, there may be underlying reasons as to why patients are not doing so.

Practical implications

The findings indicate that patient experiences and narratives are useful sources of information to better understand organizational safety culture and patient experiences of safety while hospitalized. Greater inclusion and analysis of patient safety narratives is important in understanding the needs of patients and how patient safety culture interventions can be improved to ensure translation of patient safety strategies at the frontlines of care.

Originality/value

Greater acknowledgement of the patient and family experience provides organizations with an integral perspective to assist in defining and addressing deficiencies within their patient safety culture and to identify opportunities for improvement.

Details

International Journal of Health Care Quality Assurance, vol. 28 no. 6
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 4 November 2014

Faleh Alshameri, Debra Hockenberry and Robert B. Doll

This paper aims to, by looking at the electronic medical record (EMR) from three points of view, bring light to the dynamics that are essential and are currently missing in the…

Abstract

Purpose

This paper aims to, by looking at the electronic medical record (EMR) from three points of view, bring light to the dynamics that are essential and are currently missing in the USA. The traditional paper medical record has worked for physicians, management and patients since the beginning of practice. Yet the development of the EMR did not begin with all the essential elements of the traditional record that were working, but instead shreds out important aspects of the patient.

Design/methodology/approach

Triangulation between three studies – medical, information technology and management studies.

Findings

An efficient EMR has to take into consideration more than just one area of study. The dynamics between departments and users of the EMR need an integrated process that includes the necessary pieces of all involved. This hole has not been addressed in academic literature.

Research limitations/implications

The paper triangulates three areas – medicine, management and information management. Most research on the EMR focuses only on one or two of these areas’ concerns. Looking at the three sides of the EMR is important to get a solid understanding of the dynamics that can occur relaying a patient’s story through various departments and uses.

Practical implications

There is a depth, space and volume crucial to the comprehensive nature of medicine. With a perspective or dimension, necessary dialogues can be addressed and more intuitive tacit knowledge from medical expertise can be made available. A prototype, filling the holes of the observed elements in this paper, is possible by using digital objects and including more information than the data of the day. Bringing accountability to the patient, more expertise to the fingertips of the physician and available data for management purposes area are the key ingredients for an effective EMR.

Social implications

With a comprehensive EMR that works more effectively for those who input the data, the patient’s story can be documented with more detailed efficiency. Filling the holes of the observed elements in this paper all support better healthcare and long-term results for the health of society.

Originality/value

The paper triangulates three areas – medicine, management and information management. Most research on the EMR focuses only on one or two of these areas’ concerns. Looking at the three sides of the EMR is important to get a solid understanding of the dynamics that can occur relaying a patient’s story through various departments and uses.

Details

VINE: The journal of information and knowledge management systems, vol. 44 no. 4
Type: Research Article
ISSN: 0305-5728

Keywords

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