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Narratives about Negative Healthcare Service Experiences: Reported Events, Positioning, and Normative Discourse of an Active Client

Narratives about clients’ service experiences in healthcare organizations constitute a crucial way for clients to make sense of their illness, its treatment, and their role in the service process. This is important because the client’s role has recently changed from that of a passive object of care...

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Detalles Bibliográficos
Autores principales: Weiste, Elina, Ranta, Nanette, Stevanovic, Melisa, Nevalainen, Henri, Valtonen, Annika, Leinonen, Minna
Formato: Online Artículo Texto
Lenguaje:English
Publicado: MDPI 2022
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9777952/
https://www.ncbi.nlm.nih.gov/pubmed/36554034
http://dx.doi.org/10.3390/healthcare10122511
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author Weiste, Elina
Ranta, Nanette
Stevanovic, Melisa
Nevalainen, Henri
Valtonen, Annika
Leinonen, Minna
author_facet Weiste, Elina
Ranta, Nanette
Stevanovic, Melisa
Nevalainen, Henri
Valtonen, Annika
Leinonen, Minna
author_sort Weiste, Elina
collection PubMed
description Narratives about clients’ service experiences in healthcare organizations constitute a crucial way for clients to make sense of their illness, its treatment, and their role in the service process. This is important because the client’s role has recently changed from that of a passive object of care into an active responsible agent. Utilizing Bamberg’s narrative positioning analysis as a method, and 14 thematic interviews of healthcare clients with multiple health-related problems as data, we investigated the expectations of the client’s role in their narratives about negative service experiences. All the narratives addressed the question of the clients’ “activeness” in some way. We identified three narrative types. In the first, the clients actively sought help, but did not receive it; in the second, the clients positioned themselves as helpless and inactive, left without the care they needed; and in the third, the clients argued against having to fight for their care. In all these narrative types, the clients either demonstrated their own activeness or justified their lack of it, which—despite attempts to resist the ideal of an “active client”—ultimately just reinforced it. Attempts to improve service experiences of clients with considerable service needs require a heightened awareness of clients’ moral struggles.
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spelling pubmed-97779522022-12-23 Narratives about Negative Healthcare Service Experiences: Reported Events, Positioning, and Normative Discourse of an Active Client Weiste, Elina Ranta, Nanette Stevanovic, Melisa Nevalainen, Henri Valtonen, Annika Leinonen, Minna Healthcare (Basel) Article Narratives about clients’ service experiences in healthcare organizations constitute a crucial way for clients to make sense of their illness, its treatment, and their role in the service process. This is important because the client’s role has recently changed from that of a passive object of care into an active responsible agent. Utilizing Bamberg’s narrative positioning analysis as a method, and 14 thematic interviews of healthcare clients with multiple health-related problems as data, we investigated the expectations of the client’s role in their narratives about negative service experiences. All the narratives addressed the question of the clients’ “activeness” in some way. We identified three narrative types. In the first, the clients actively sought help, but did not receive it; in the second, the clients positioned themselves as helpless and inactive, left without the care they needed; and in the third, the clients argued against having to fight for their care. In all these narrative types, the clients either demonstrated their own activeness or justified their lack of it, which—despite attempts to resist the ideal of an “active client”—ultimately just reinforced it. Attempts to improve service experiences of clients with considerable service needs require a heightened awareness of clients’ moral struggles. MDPI 2022-12-12 /pmc/articles/PMC9777952/ /pubmed/36554034 http://dx.doi.org/10.3390/healthcare10122511 Text en © 2022 by the authors. https://creativecommons.org/licenses/by/4.0/Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/).
spellingShingle Article
Weiste, Elina
Ranta, Nanette
Stevanovic, Melisa
Nevalainen, Henri
Valtonen, Annika
Leinonen, Minna
Narratives about Negative Healthcare Service Experiences: Reported Events, Positioning, and Normative Discourse of an Active Client
title Narratives about Negative Healthcare Service Experiences: Reported Events, Positioning, and Normative Discourse of an Active Client
title_full Narratives about Negative Healthcare Service Experiences: Reported Events, Positioning, and Normative Discourse of an Active Client
title_fullStr Narratives about Negative Healthcare Service Experiences: Reported Events, Positioning, and Normative Discourse of an Active Client
title_full_unstemmed Narratives about Negative Healthcare Service Experiences: Reported Events, Positioning, and Normative Discourse of an Active Client
title_short Narratives about Negative Healthcare Service Experiences: Reported Events, Positioning, and Normative Discourse of an Active Client
title_sort narratives about negative healthcare service experiences: reported events, positioning, and normative discourse of an active client
topic Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9777952/
https://www.ncbi.nlm.nih.gov/pubmed/36554034
http://dx.doi.org/10.3390/healthcare10122511
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