A multi-stakeholder perspective on quality of care among residents, family members and nursing staff in nursing homes: A Balanced Centricity approach

Sil Aarts, Department of Health Services Research, CAPHRI Care and Public Health Research Institute, Maastricht UniversityFollow
Erica De Vries, Department of Health Services Research, CAPHRI Care and Public Health Research Institute, Maastricht UniversityFollow
Hilde Verbeek, Department of Health Services Research, CAPHRI Care and Public Health Research Institute, Maastricht UniversityFollow
Gaby Odekerken, Department of Marketing and Supply Chain Management, SBE School of Business and Economics, Maastricht UniversityFollow
Katya Y. J. Sion, Department of Health Services Research, CAPHRI Care and Public Health Research Institute, Maastricht UniversityFollow

Abstract

The objective of this study was to use a Balanced Centricity (BC) approach to describe how personal values related to experienced quality of care are defined for residents, family and nursing staff in nursing homes. Capturing the values from a multi-stakeholder perspective, a qualitative approach was conducted in which the stakeholders’ (e.g., residents, family members of residents and nursing staff; a triad) experiences, opinions and values were explored. Participants were recruited from ten nursing homes within the Living Lab in Ageing & Long-Term Care Limburg, the Netherlands. The audio recording of every interview was transcribed verbatim. The analysis made use of an inductive and deductive approach. In total, 12 individuals were interviewed in 4 triads. Three main values were identified throughout the triads: greater focus on wellbeing, feelings of autonomy and family matters. All stakeholders mentioned the need for a greater focus on well-being in which more one-on-one time (i.e., between one resident and a staff member) is possible. However, discrepancies in the values between these three stakeholders are also present in topics such as autonomy and the role of family visits. This study underscores that, although several values are aligned between these stakeholders, other values display discordance. Especially in a setting as complex as nursing homes, a BC approach might be considered in which not only the values and needs of residents, but also those of their family members and nursing staff are taken into consideration.

Experience Framework

This article is associated with the Quality & Clinical Excellence lens of The Beryl Institute Experience Framework (https://theberylinstitute.org/experience-framework/).

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Recommended Citation

Aarts S, De Vries E, Verbeek H, Odekerken G, Sion KY. A multi-stakeholder perspective on quality of care among residents, family members and nursing staff in nursing homes: A Balanced Centricity approach. Patient Experience Journal. 2023; 10(2):148-156. doi: 10.35680/2372-0247.1809.