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“Let me take care of you”: What can healthcare learn from a high-end restaurant to improve patient experience?

Title: “Let me take care of you”: What can healthcare learn from a high-end restaurant to improve patient experience?
Authors: Kneebone, R
Korkiakangas, T
Weldon, S
Item Type: Journal Article
Abstract: Background The patient experience is associated with patient satisfaction and health outcomes, presenting a key challenge in healthcare. The objective of the study was to explore the principles of care in and beyond healthcare, namely in a three Michelin-starred restaurant, and consider what, if any, principles of care from the diners’ experience could be transferrable to healthcare. Method The principles of care were first explored as part of observational fieldwork in a healthcare day surgery unit and the restaurant respectively, focusing on communication between the professionals and the patients or the diners. Care was subsequently explored in a series of public engagement events across the UK. The events used immersive simulation to recreate the healthcare and the dining experiences for the general public, and to stimulate discussion. Results A thematic analysis of the engagement discussions identified overarching themes in how care was experienced in and through communication; ‘informed, not bombarded’, ‘conversation, not interrogation’, ‘environment is communication’, and ‘being met as a person’. The themes suggested how the participants in simulation felt about the care they received in real time and provided recommendations for improved clinical practice.
Issue Date: 3-Feb-2021
Date of Acceptance: 7-Jan-2021
URI: http://hdl.handle.net/10044/1/86565
DOI: 10.1080/17538068.2021.1877602
ISSN: 1753-8068
Publisher: Taylor and Francis
Start Page: 225
End Page: 240
Journal / Book Title: Journal of Communication in Healthcare
Volume: 14
Issue: 3
Copyright Statement: © 2021 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Sponsor/Funder: The Arts And Humanities Research Council (AHRC)
Funder's Grant Number: AH/R004749/1
Keywords: 1110 Nursing
1117 Public Health and Health Services
2001 Communication and Media Studies
Publication Status: Published
Online Publication Date: 2021-02-03
Appears in Collections:Department of Surgery and Cancer
Faculty of Medicine



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