Expecting Satisfaction and Wholeness: A Patient Perspective of Science Communication in a Maternity Health Context
Bolen, Natalie A.
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Previous evidence suggests that the healthcare industry in Canada, and specifically Saskatchewan, is currently moving to provide patients more autonomy and control over their care. This move requires successful patient understanding and communication—and in particular science understanding and communication—to achieve interactions between healthcare practitioners (HCPs) and patients characterized by respect and balance of power. Conceptualizing care as a service experience enables a marketing lens to this context to better understand science communication, and service experiences from the current patient perspective. I conducted twelve semi-structured interviews to explore how patients experience and navigate the scientific aspects of their decision-making conversations with their HCPs. Grounded theory methods were then used to analyse and interpret the interview data to create a new theoretical framework. This framework describes decision-making in a maternity care context, with particular attention to the role of science communication as part of the patient experience. The framework begins with three overarching categories: (a) the Antecedents to the Science Experience, (b) the Science Experience and (c) the Outcomes of the Science Experience. The Antecedents to the science experience include individual and relationship factors that impact the saliency of science. The science experience describes the three areas of care that patients encounter science (decision-making, success metrics, and policies and procedures). The outcomes of the science experience are the accumulated result of the (a) antecedents and the (b) experience. This research found that the outcomes of patient-centred care, wholeness, and satisfaction are impacted by a patient’s ability to navigate science as it is encountered throughout their maternity care experience. This research implies that satisfactory maternity care experiences rely on successful and meaningful science communication in which wholeness is more broadly practiced. Future research could explore the components of the new framework in-depth, and in a broader health context.
DegreeMaster of Science (M.Sc.)
DepartmentEdwards School of Business
CommitteeDelbaere, Marjorie; Swanson, Lee; Walsh, Megan
Copyright DateAugust 2020