Abstract
This section describes five sites which display remarkable qualities of communication and care in settings where resources are few and huge potential barriers exist. Despite such barriers there is a sense of collaboration and an atmosphere of cultural safety. The aspects which make each site remarkable are highlighted and illustrated, using evidence such as patient perceptions and ethnographic descriptions. Eight features emerge as qualities of a caring institution: they include attention to a broader model of care, leadership, the notion of atmosphere, continuity of care, patients as excellent consumers of service, community-based models of service, creative management of temporal and spatial dimensions, and novel organizational routines, including the development of long-term partnerships.
Keywords
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
References
Balint, E., & Norell, J. S. (2013). Six minutes for the patient: Interactions in general practice consultation (Vol. 2). London: Routledge.
Becker, M. C. (2004). Organizational routines: A review of the literature. Industrial and Corporate Change, 13, 643–677.
Beckman, H. B., & Frankel, R. M. (1984). The effect of physician behavior on the collection of data. Annals of Internal Medicine, 101(5), 692–696.
Behforouz, H. L., Farmer, P. E., & Mukherjee, J. S. (2004). From directly observed therapy to accompagnateurs: Enhancing AIDS treatment outcomes in Haiti and in Boston. Clinical Infectious Diseases, 38(Supplement 5), S429–S436.
Berg, A. (2002). Talking with infants: A bridge to cross-cultural intervention. Southern African Journal of Child and Adolescent Mental Health, 14(1), 5–14.
Berg, A. (2012). Infant-parent psychotherapy at primary care level: Establishment of a service. South African Medical Journal, 102(6), 582–584.
Brinkerhoff, R. (2003). The success case method. San Francisco: Berrett-Koehler.
Campbell, C., Scott, K., Madanhire, C., Nyamukapa, C., & Gregson, S. (2011). A ‘good hospital’: Nurse and patient perceptions of good clinical care for HIVpositive people on antiretroviral treatment in rural Zimbabwe – A mixed-methods qualitative study. International Journal of Nursing Studies, 48, 175–183.
Charon, R. (2008). Narrative medicine: Honoring the stories of illness. London: Oxford University Press.
Cilliers, B. (2005). Talking about medical talk: Exploring experiences regarding communication in HIV/AIDS health care in a tertiary health care setting. Unpublished masters dissertation, University of Cape Town, Cape Town.
Crawford, P., & Brown, B. (2011). Fast healthcare: Brief communication, traps and opportunities. Patient Education and Counseling, 82(1), 3–10.
Deumert, A. (2010). ‘It would be nice if they could give us more language’ – Serving South Africa’s multilingual patient base. Social Science & Medicine, 71(1), 53–61.
Evans, M. (2010). The impact of communication skills training in the management of paediatric HIV. Unpublished doctoral thesis, University of the Witwatersrand, Johannesburg.
Greenhalgh, T. (2008). Role of routines in collaborative work in healthcare organisations. British Medical Journal, 337, 1269–1271.
Greenhalgh, T., Voisey, C., & Robb, N. (2007). Interpreted consultations as ‘business as usual’? An analysis of organisational routines in general practices. Sociology of Health & Illness, 29(6), 931–954.
Langewitz, W. (2007). Beyond content analysis and non-verbal behaviour – What about atmosphere? A phenomenological approach. Patient Education and Counseling, 67(3), 319–323.
Levin, M. (2004). Language differences as an access barrier for Xhosa speaking patients at a children’s hospital in Cape Town. Unpublished masters dissertation, University of Cape Town, Cape Town.
Levin, M. (2005). Discordant definitions of medical terminology and their impact on communication between English-speaking doctors and Xhosa-speaking parents at a paediatric hospital. Unpublished doctoral thesis, University of Cape Town, Cape Town.
Longman, C. V. K. (2013). Interprofessional communication in a rural hospital. Unpublished masters dissertation, University of the Witwatersrand.
Lupton, D. (2012). Medicine as culture: Illness, disease and the body (3rd ed.). Los Angeles: Sage.
Nkosi, L. (2011). “The word can kill and the word can heal”: A study of communication in a South African clinic and its application to theatre. Unpublished honours research report, University of the Witwatersrand, Johannesburg.
Penn, C. (2007). Factors affecting the success of mediated medical interviews in South Africa. Current Allergy and Clinical Immunology, 20(2), 65–73.
Penn, C. (2010). Language and power issues in HIV/Aids: Some evidence, challenges and solutions from South African research. In J. L. Watzke, P. C. Miller, & M. Mantero (Eds.), Readings in language studies, volume 2: Language and power (pp. 157–182). Wilmington: International Society for Language Studies.
Penn, C. (2013). “Too much for one day”: A case study of disclosure in the paediatric HIV/AIDS clinic. Health Expectations, 18(4), 578–589.
Penn, C., & Watermeyer, J. (2012). When asides become central: Small talk and big talk in interpreted health interactions. Patient Education and Counseling, 88(3), 391–398.
Penn, C., & Watermeyer, J. (2014). Linguistic indices of cultural brokerage in interpreted child psychiatry interactions: A case of paradoxical practice. Interpreter and Translator Trainer, 8(3), 354–373.
Penn, C., Watermeyer, J., & Barratt, J. (2009, April 1–3). Finding out what really matters: An evaluation of an HIV/Aids treatment centre in a rural Eastern Cape community. Poster presented at the 3rd South African AIDS Conference, Durban.
Penn, C., Watermeyer, J., Koole, T., de Picciotto, J., Ogilvy, D., & Fisch, M. (2010). Cultural brokerage in mediated health consultations: An analysis of interactional features and participant perceptions in an audiology context. Journal of Interactional Research in Communication Disorders, 1(1), 135–156.
Pollock, K., Mechanic, D., & Grime, J. (2002). Primary care patients’ perceptions of entitlement to time in general practice consultations for depression: Qualitative study. Commentary: Managing time appropriately in primary care. British Medical Journal, 325(7366), 687.
Prince, L. (2004). Interpreting and the clinician: A conversation analysis of the interpreted consultation in a paediatric hospital. Unpublished masters dissertation, University of Cape Town, Cape Town.
Rosen, S., Ketlhapile, M., Sanne, I., & Bachman DeSilva, M. (2007). Cost to patients of obtaining treatment for HIV/AIDS in South Africa. South African Medical Journal, 97(7), 524–529.
Schmahmann, B. (2016). The Keiskamma art project: Restoring hope and livelihoods. Cape Town: Print Matters Heritage.
Schwartz, T. (2004). Communication in health within the South African context: Current practices employed across three levels of health care. Unpublished masters dissertation, University of Cape Town, Cape Town.
Sishi, T. (2001). Towards cultural speech, language and hearing therapy: A comparison of the use of the clinical cultural narrative and the traditional case history in an initial diagnostic interview. Unpublished masters dissertation, University of Cape Town, Cape Town.
Sperber, D., Clément, F., Heintz, C., Mascaro, O., Mercier, H., Origgi, G., & Wilson, D. (2010). Epistemic vigilance. Mind & Language, 25(4), 359–393.
Statistics South Africa. (2011). Mid-year population estimates 2011. Pretoria: Statistics South Africa.
Statistics South Africa. (2012). Census 2011. http://www.statssa.gov.za/census/census_2011/census_products/Census_2011_Census_in_brief.pdf. Accessed 1 June 2017.
Steenkamp, A. (2004). In search of effective communication through interpreters: Facilitators and inhibitors to effective communication in mediated medical consultations within the South African paediatric HIV care context: A conversation analysis approach. Unpublished honours research report, University of Stellenbosch, Stellenbosch.
Strasser, F., Palmer, J. L., Willey, J., Shen, L., Shin, K., Sivesind, D., et al. (2005). Impact of physician sitting versus standing during inpatient oncology consultations: Patients’ preference and perception of compassion and duration. A randomized controlled trial. Journal of Pain and Symptom Management, 29(5), 489–497.
Tronto, J. C. (2010). Creating caring institutions: Politics, plurality and purpose. Ethics and Social Welfare, 4(2), 158–171.
Watermeyer, J. (2012). “This clinic is number one”: A qualitative study of factors that contribute towards ‘successful’ care at a paediatric HIV/AIDS clinic. Evaluation and the Health Professions, 35, 360–379.
Author information
Authors and Affiliations
Copyright information
© 2018 The Author(s)
About this chapter
Cite this chapter
Penn, C., Watermeyer, J. (2018). Islands of Good Practice. In: Communicating Across Cultures and Languages in the Health Care Setting. Communicating in Professions and Organizations. Palgrave Macmillan, London. https://doi.org/10.1057/978-1-137-58100-6_4
Download citation
DOI: https://doi.org/10.1057/978-1-137-58100-6_4
Published:
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-137-58099-3
Online ISBN: 978-1-137-58100-6
eBook Packages: Social SciencesSocial Sciences (R0)