Patient-Centred Health Care

Patient-Centred Health Care

Organizational Behaviour in Health Care Titles include: Annabelle Mark and Sue Dopson; 1999 ORGANISATIONAL BEHAVIOUR IN HEALTH CARE Lynn Ashburner; 2001 ORGANISATIONAL BEHAVIOUR AND ORGANISATION STUDIES IN HEALTH CARE Sue Dopson and Annabelle Mark; 2003 LEADING HEALTH CARE ORGANIZATIONS Ann L. Casebeer, Alexandra Harrison and Annabelle Mark; 2006 INNOVATIONS IN HEALTH CARE Lorna McKee, Ewan Ferlie and Paula Hyde; 2008 ORGANIZING AND REORGANIZING Jeffrey Braithwaite, Paula Hyde and Catherine Pope; 2009 CULTURE AND CLIMATE IN HEALTH CARE ORGANIZATIONS Helen Dickinson and Russell Mannion; 2011 THE REFORM OF HEALTH CARE Mary A. Keating, Aoife M. McDermott and Kathleen Montgomery; 2013 PATIENT-CENTRED HEALTH CARE

Patient-Centred Health Care Achieving Coordination, Communication and Innovation Edited by Mary A. Keating School of Business, Trinity College, Dublin, Ireland Aoife M. McDermott Cardiff Business School, Cardiff University, Cardiff, UK and Kathleen Montgomery School of Business Administration, University of California, Riverside, USA

Selection, introduction and editorial matter Mary A. Keating, Aoife M. McDermott and Kathleen Montgomery 2013 Individual chapters Respective authors 2013 Foreword Annabelle Mark 2013 Softcover reprint of the hardcover 1st edition 2013 978-1-137-30892-4 All rights reserved. No reproduction, copy or transmission of this publication may be made without written permission. No portion of this publication may be reproduced, copied or transmitted save with written permission or in accordance with the provisions of the Copyright, Designs and Patents Act 1988, or under the terms of any licence permitting limited copying issued by the Copyright Licensing Agency, Saffron House, 6 10 Kirby Street, London EC1N 8TS. Any person who does any unauthorized act in relation to this publication may be liable to criminal prosecution and civil claims for damages. The authors have asserted their rights to be identified as the authors of this work in accordance with the Copyright, Designs and Patents Act 1988. First published 2013 by PALGRAVE MACMILLAN Palgrave Macmillan in the UK is an imprint of Macmillan Publishers Limited, registered in England, company number 785998, of Houndmills, Basingstoke, Hampshire RG21 6XS. Palgrave Macmillan in the US is a division of St Martin s Press LLC, 175 Fifth Avenue, New York, NY 10010. Palgrave Macmillan is the global academic imprint of the above companies and has companies and representatives throughout the world. Palgrave and Macmillan are registered trademarks in the United States, the United Kingdom, Europe and other countries. ISBN 978-1-349-45622-2 ISBN 978-1-137-30893-1 (ebook) DOI 10.1057/9781137308931 This book is printed on paper suitable for recycling and made from fully managed and sustained forest sources. Logging, pulping and manufacturing processes are expected to conform to the environmental regulations of the country of origin. A catalogue record for this book is available from the British Library. A catalog record for this book is available from the Library of Congress.

Contents List of Tables and Figures Foreword Notes on Contributors viii x xii Introduction 1 Mary A. Keating, Aoife M. McDermott and Kathleen Montgomery Part I Conceptions and Cultures of Patient-Centred Care 1 Developments in Conceptions of Patient-Centred Care: Implementation Challenges in the Context of High-Risk Therapy 13 Kathleen Montgomery 2 The Continuum of Resident-Centred Care in US Nursing Homes 25 Nicholas G. Castle and Jamie C. Ferguson-Rome 3 Reconceptualizing Institutional Abuse: Formulating Problems and Solutions in Residential Care 42 Diane Burns, Paula Hyde and Anne Killett 4 The Place of Patient-Centred Care in Medical Professional Culture: A Qualitative Study 53 Wendy Lipworth, Miles Little, Jill Gordon, Pippa Markham and Ian Kerridge Part II Coordinating for Patient-Centred Care 5 Capacity for Care: Meta-Ethnography of Acute Care Nurses Experiences of the Nurse Patient Relationship 65 Jackie Bridges, Caroline Nicholson, Jill Maben, Catherine Pope, Mary Flatley, Charlotte Wilkinson, Julienne Meyer and Maria Tziggili v

vi Contents 6 Creating an Enriched Environment of Care for Older People, Staff and Family Carers: Relational Practice and Organizational Culture Change in Health and Social Care 78 Mike Nolan 7 Promoting Patient-Centred Health Care: An Empirically Derived Organizational Model of Interprofessional Collaboration 90 David Greenfield, Peter Nugus, Joanne Travaglia and Jeffrey Braithwaite 8 From a Project Team to a Community of Practice? An Exploration of Boundary and Identity in the Context of Healthcare Collaboration 103 Roman Kislov Part III Communication in Patient-Centred Care 9 Is Poor Quality of Care Built into the System? Routinising Clinician Communication as an Essential Element of Care Quality 121 Ros Sorensen, Glenn Paull, Linda Magann and Jan Maree Davis 10 Giving Voice in a Multi-Voiced Environment: The Challenges of Palliative Care Policy Implementation in Acute Care 133 Geralyn Hynes, David Coghlan and Mary McCarron 11 Rejections of Treatment Recommendations through Humour 145 Andrea C. Schöpf, Gillian S. Martin and Mary A. Keating 12 An Expanded Shared Decision-Making Model for Interprofessional Settings 158 Mirjam Koerner, Anne-Kathrin Steger, Heike Ehrhardt and Juergen Bengel Part IV Innovations in Patient-Centred Care 13 Testing Accelerated Experience-Based Co-design: Using a National Archive of Patient Experience Narrative

Contents vii Interviews to Promote Rapid Patient-Centred Service Improvement 173 Louise Locock, Glenn Robert, Annette Boaz, Caroline Shuldham, Jonathan Fielden and Sue Ziebland 14 Shared Decision-Making and Decision Aid Implementation: Stakeholder Views 186 Anne D. Renz, Carolyn A. Watts and Douglas A. Conrad 15 Coordination of Care in Emergency Departments: A Comparative International Ethnography 197 Peter Nugus, Anne Schoenmakers and Jeffrey Braithwaite 16 Models of User Involvement in Mental Health 214 Marianne Storm and Adrian Edwards Concluding Comments 228 Index 230

Tables and Figures Tables 2.1 Descriptive characteristics of nursing homes and markets 31 2.2 Descriptive statistics of the RCC items and domains 34 2.3 Regression coefficients examining resident-centred care domains 36 5.1 What does the synthesis add? 70 5.2 Synthesis, including second- and third-order interpretations 72 6.1 Characteristics of an enriched environment as captured by the Senses Framework (Nolan et al. 2006) 84 7.1 Interpersonal skills that are the foundation for IPL and IPP 94 7.2 Clinical abilities that enable IPL and IPP 94 7.3 Interprofessional orientation that facilitates IPL and IPP 95 7.4 Organizational aptitude that demonstrates IPL and IPP 95 7.5 Contextual factors that influence IPL and IPP 96 8.1 Distinctions between CoPs and project teams 104 8.2 Examples of boundary interactions and boundary objects used by the HF team as part of their boundary spanning activities 108 8.3 Factors that might explain the conversion from a project team to a CoP 112 9.1 Survey 125 9.2 Extent that methods listed are used to find out that medical care is required for a patient 127 12.1 Comparison of the original SDM model with the expanded model for interprofessional settings 161 12.2 Importance of the key issues of internal participation (survey of experts, n = 31) 164 13.1 A comparison of a traditional EBCD pathway against an accelerated EBCD pathway 179 viii

List of Tables and Figures ix Figures 7.1 Organizational model of interprofessional collaboration (OMIC) 97 8.1 Heart failure team in context 106 8.2 Heart failure team on the team-cop continuum 111 12.1 Participation model in interprofessional settings 165 16.1 Illustration of the Recovery Model as an over-arching model and philosophy within which the other models are applied (Storm and Edwards, 2012) 220

Foreword The Eighth Biennial Conference in the Organizational Behaviour in Healthcare Conference (OBHC) series held in Dublin took as its theme two fundamental parts of the healthcare environment: patients and teams. The scope of the subject is ambitious and contested, but of all the OBHC conferences held so far the subject of this conference should continue to remain at the forefront of healthcare systems the world over. The rise in the focus on patients has, in part, become an issue not only because of the consumer-centred society in which we now live but also because the organizations providing health care have become so large that they, and those who work within them, have sometimes lost sight of their reason for being there, that is the patients themselves. This was demonstrated most recently in the Francis Report of the Public Inquiry into the Mid Staffordshire NHS Foundation Trust published in February 2013. Meanwhile, teamwork, in spite of professional and organizational silos, is also now integral to the multidisciplinary delivery of care, if for no other reason than that no individual has all the answers or can represent all the issues and opinions; furthermore, teams can also provide a sense of belonging, a source of help and support and a shared sense of purpose in the effective delivery of health care. Part I of this book sets out the origins of the approach of patientcentredness, allowing the reader to recognize what this means and looks like, institutionally and educationally, as well as recognizing the implications of its absence. Part II concentrates on the process of teamwork itself which may be patient-centred but is also involved with cooperation and coordination across professional and organizational boundaries. Part III takes as its focus communication within, between and across patients and teams, and Part IV seeks to highlight the innovations in patient-centred care that will enable further progress in the field. The contributions provide the reader with a comparative view across systems and countries and allow them to reiterate elements drawn out in the 2006 review of the agenda set for research at the first OBHC Conference in 1998 by showing the degree of difference revealed, rather than because ideas and processes are necessarily transferable; the gaps x

Foreword xi between throw the real shape of things into sharper relief than would otherwise have been the case (Mark 2006). At a more personal level, I would like to thank the conference organizers who demonstrated to me, in a very personal way, the care and support for my presence in Dublin after a daunting but successful encounter as a patient, with what was a very effective UK healthcare team. Reinforcing for academics, particularly those working in health care, the need to remain mindful of the impact of their relationships with each other, as well as their research subjects. This has subsequently been highlighted in the outcomes of the UK Academy of Social Sciences Symposia Generic Ethics Principles in Social Science Research in which SHOC our Learned Society for Studies in Organizing Healthcare participated. The symposia also discussed at length the crossovers and intersections between interested groups and their separate ways of contributing to research and practice, and it is such an intersection that will be at the heart of the 9th OBHC conference in Copenhagen entitled When Health Policy Meets Everyday Practices. Annabelle Mark Prof. Emerita London 2013 Reference Mark, AL. (2006) Notes from a small island: Researching organizational behaviour in healthcare from a UK perspective. Journal of Organisational Behaviour 27(7): 1 17.

Contributors Juergen Bengel is Professor and Director of the Department of Rehabilitation Psychology and Psychotherapy, Department of Rehabilitation Psychology and Psychotherapy, University of Freiburg, Freiburg, Germany. Annette Boaz is Reader in Health Care Research at St. George s University of London & Kingston University, London, UK. Jeffrey Braithwaite is Foundation Director of the Australian Institute of Health Innovation, Director of the Centre for Clinical Governance Research and Professor in the Faculty of Medicine, University of New South Wales, Sydney, Australia. Jackie Bridges is Senior Lecturer in Nursing at the University of Southampton, Southampton, UK. Diane Burns is Lecturer in Human Resource Management and Organisational Behaviour at the University of Sheffield Management School, University of Sheffield, Sheffield, UK. Nicholas G. Castle is Professor at the Graduate School of Public Health, University of Pittsburgh, Pittsburgh, PA, USA. David Coghlan is Professor at the School of Business, Trinity College, Dublin, Ireland. Douglas A. Conrad is Professor at the Department of Health Services, School of Public Health, University of Washington and Director, Center for Health Management Research, University of Washington, Seattle, WA, USA. Jan Maree Davis is Director of Palliative Care Service, St George Hospital, Kogarah, Sydney, Australia. Adrian Edwards is Professor in General Practice at the Institute of Primary Care and Public Health, Cardiff University, Cardiff, Wales, UK. xii

Notes on Contributors xiii Heike Ehrhardt is Scientific Assistant at the Department for Counseling, Clinical and Health Psychology, University of Education, Freiburg, Germany. Jamie C. Ferguson-Rome is Project Director at the Graduate School of Public Health, University of Pittsburgh, Pittsburgh, PA, USA. Jonathan Fielden is Medical Director at University College London Hospitals NHS Foundation Trust, London, UK. Mary Flatley is Lead Nurse at St Joseph s Hospital, London, UK. Jill Gordon is Honorary Associate Professor, Centre for Values, Ethics and the Law in Medicine, University of Sydney, Sydney, Australia. David Greenfield is Senior Research Fellow at the Centre for Clinical Governance Research, Australian Institute of Health Innovation, UNSW Medicine, University of New South Wales, Sydney, Australia. Paula Hyde is Senior Lecturer in Organisation Studies in Manchester Business School, University of Manchester, Manchester, UK. Geralyn Hynes is the Ussher Associate Professor in Palliative Care, School of Nursing and Midwifery, Trinity College, Dublin, Ireland. Mary A. Keating is Associate Professor in Human Resource Management at the School of Business, Trinity College Dublin, Dublin, Ireland. Ian Kerridge is Director of Centre for Values, Ethics and the Law in Medicine, University of Sydney, Sydney, Australia. Anne Killett is Lecturer in Occupational Therapy in the Faculty of Medicine and Health Sciences, University of East Anglia, Norwich, UK. Roman Kislov is Research Associate at Manchester Business School, University of Manchester, Manchester, UK. Mirjam Koerner is Assistant Professor at the Department of Medical Psychology and Medical Sociology, Faculty of Medicine, Albert-Ludwigs- Universitat, Freiburg, Germany.

xiv Notes on Contributors Wendy Lipworth is NH and MRC Post-doctoral Research Fellow at the Australian Institute of Health Innovation, University of New South Wales, Australia and Centre for Values, Ethics and the Law in Medicine, University of Sydney, Sydney, Australia. Miles Little is Emeritus Professor, Centre for Values, Ethics and the Law in Medicine, University of Sydney, Sydney, Australia. Louise Locock is Deputy Research Director Health Experiences Research Group, Department of Primary Care Health Sciences, University of Oxford, Oxford, UK and Health Experiences Fellow, Oxford NIHR Biomedical Research Centre, Oxford, UK. Jill Maben is Director of National Nursing Research Unit at King s College London, London, UK. Linda Magann is Clinical Nurse Consultant, Palliative Care Service, St George Hospital, Kogarah, Sydney, Australia. Pippa Markham is Research Assistant, Centre for Values, Ethics and the Law in Medicine, University of Sydney, Sydney, Australia. Gillian S. Martin is Associate Professor at the School of Germanic Studies, Trinity College, Dublin, Ireland. Mary McCarron is Professor of Nursing at the School of Nursing and Midwifery and Dean of Faculty of Health Sciences, Trinity College, Dublin, Ireland. Julienne Meyer is Professor of Nursing, City University London, London, UK. Kathleen Montgomery is Professor of the Graduate Division; Professor of Organizations and Management, Emerita University of California, Riverside, USA and Honorary Associate, Centre for Values, Ethics, and the Law in Medicine, University of Sydney, Sydney, Australia. Caroline Nicholson is the NIHR Post -Doctoral Fellow at the National Nursing Research Unit, King s College London, London, UK.

Notes on Contributors xv Mike Nolan is Professor of Gerontological Nursing, School of Nursing and Midwifery, University of Sheffield, Sheffield, UK. Peter Nugus is Assistant Professor at the Center for Medical Education, Faculty of Medicine, McGill University, Montreal, Canada. Glenn Paull is Clinical Nurse Consultant, Cardiology, St George Hospital, Kogarah, Sydney, Australia. Catherine Pope is Professor of Medical Sociology at the University of Southampton, Southampton, UK. Anne D. Renz is Research Project Manager at Group Health Research Institute, Group Health Cooperative, Seattle, WA, USA. Glenn Robert is Professor of Healthcare Quality & Innovation at the National Nursing Research Unit, Florence Nightingale School of Nursing & Midwifery, King s College London, London, UK. Anne Schoenmakers is an alumnus of Utrecht University and a medical doctor at Westfriesgashuis, Hoorn, The Netherlands. Andrea C. Schöpf is Research Assistant at the Department of Quality Management and Social Medicine, University Medical Centre, Freiburg, Germany. Caroline Shuldham is Director of Nursing and Clinical Governance at the Royal Brompton and Harefield NHS Foundation Trust, London, UK. Ros Sorensen is Professor and Head, School of Public Health, Griffith Health Institute, Griffith University, Gold Coast, Queensland, Australia. Anne-Kathrin Steger is Scientific Assistant, Deanery of Student Affairs, Faculty of Medicine, Competence Centre for Evaluation, University of Freiburg, Freiburg, Germany. Marianne Storm is Associate Professor at the Department of Health Studies, University of Stavanger, Stavanger, Norway.

xvi Notes on Contributors Joanne Travaglia is Director of the Health Management Program and Senior Lecturer in the School of Public Health and Community Medicine, University of New South Wales and Senior Research Fellow, Centre for Clinical Governance Research, Australian Institute of Health Innovation, University of New South Wales, Sydney, Australia. Maria Tziggili is Senior Assistant Psychologist at Barts Health NHS Trust in London and DPsych., Health Psychology Trainee, City University, London, UK. Carolyn A. Watts is Professor and Chair, Department of Health Administration, School of Allied Health Professions Virginia Commonwealth University, Richmond, VA, USA. Charlotte Wilkinson is Senior Lecturer in Nursing, City University, London, UK. Sue Ziebland is Research Director in the Health Experiences Research Group, Department of Primary Care Health Sciences, University of Oxford, UK and Reader in Qualitative Health Research, University of Oxford, Oxford, UK.