The Lausanne Hospitality Model: a model integrating hospitality into supportive care.

PURPOSE: Cancer care is undergoing a conceptual shift with the introduction of the principles of patient-centered care to support patients' individual needs. These needs include those related to hospitality during cancer treatments. This paper aims to provide an extension of the supportive care framework by bringing in the hospitality approach inspired by the hotel industry. METHOD: The "Lausanne Hospitality Model," integrating hospitality into supportive care, was developed through an iterative process, combining expertise in supportive care and health services research, communication, and the hotel industry. RESULTS: This conceptual paper integrates hospitality and service sciences into the supportive care framework. The "Lausanne Hospitality Model" offers new insights into the notions of cancer journey, patient experience, services, and practices that may be involved when facilitating hospitality. While most concepts used in the model are based on prior research, they have not been combined previously. The model highlights the place of hospitality in the patient's experience within cancer services and, by extension, its role in professional practice. CONCLUSION: Practices involved in the delivery of cancer care need to reinforce the importance attributed to hospitality services, as they impact patients' experiences. By integrating the hospitality perspective into healthcare delivery and supportive care, this paper addresses previously theoretically overlooked aspects that impact patients' experiences during cancer care.

Informing about childbirth without increasing anxiety: a qualitative study of first-time pregnant women and partners' perceptions and needs.

BACKGROUND: Complications requiring medical interventions during childbirth are far from rare, even after uncomplicated pregnancies. It is often a challenge for maternity healthcare professionals to know how to prepare future parents for these eventualities without causing unnecessary anxiety. Studies on traumatic birth experiences have shown that feelings of loss of control, insufficient information, and lack of participation in medical decisions during childbirth are factors of difficult experiences. However, little is known about the information and communication needs of expectant parents about childbirth during the prenatal period. To gain a deeper understanding of the information and communication needs of first-time pregnant women and partners, we explored their perceptions and expectations for their upcoming childbirth, and the actions they initiated to prepare for it. METHODS: Semi-structured interviews were conducted individually with first-time pregnant women and partners of pregnant women aged 18 years or older, with an uncomplicated pregnancy. Thematic analysis was used to identify themes and sub-themes. RESULTS: Twenty expectant parents (15 pregnant women and five partners of pregnant women) were interviewed. Six themes were identified: Childbirth event; Childbirth experience; Childbirth environment; Organisation of care; Participation in decision making; Roles within the couple and transition to parenthood. CONCLUSIONS: This study contributes to a better understanding of the information needs of future parents expecting their first child. Results highlighted that the notion of "childbirth risks" went beyond the prospect of complications during birth, but also encompassed concerns related to a feeling of loss of control over the event. Expectant parents showed an ambivalent attitude towards consulting risk information, believing it important to prepare for the unpredictability of childbirth, while avoiding information they considered too worrying. They expressed a desire to receive concrete, practical information, and needed to familiarise themselves in advance with the birth environment. Establishing a respectful relationship with the healthcare teams was also considered important. The findings suggest that information on childbirth should not be limited to the transmission of knowledge, but should primarily be based on the establishment of a relationship of trust with healthcare professionals, taking into account each person's individual values and expectations.

How physicians make sense of their experience of being involved in hospital users' complaints and the associated mediation.

BACKGROUND: The growing interest in hospital users' complaints appears to be consistent with recent changes in health care, which considers the patient's voice a valuable information source to improve health care. Based on the assumption that the clinicians' lived experience is an essential element of health care and to neglect it may have serious consequences, this study aimed to explore how physicians experience hospital users' complaints and the associated mediation process. METHODS: A qualitative analysis of experience narrative interviews. Fourteen physicians concerned by complaints which resulted in a mediation provided a comprehensive narrative of their experience with the complaints center. Data were analyzed with Interpretative Phenomenological Analysis (IPA). Interviews were analyzed inductively and iteratively to explore how physicians make sense of their experience. RESULTS: The analysis of the physicians' narratives revealed that being the object of a complaint and to enter a process of mediation is a specific experience of which some physicians benefited and others felt psychologically weakened. The causes of the complaints were at times considered by physicians to be related to medical malpractice, but more often to communicational and relational difficulties, unrealistic expectations of patients, physicians' attitudes, or the lack of a coherent care plan. The analysis of their narratives revealed that physicians showed a need for reconsidering and elaborating on the reason(s) leading to the complaint, and on the expectations patients/relatives may have had towards medicine and health care professionals. This may be interpreted as an attempt to assign their meaning, such meaning having the potential to ease the distress associated with the experience of complaints. CONCLUSION: Most physicians appeared more aware of the communicational and relational aspects of care after experiencing a complaint situation; however, prior to the complaint, physicians seem to have underestimate these issues, and when they acknowledge that the complaint originated in psychological aspects of care, they still consider it not relevant, since not related to clinical decision-making and management. Mediation as providing the opportunity to restore the clinical relationship should be encouraged at an institutional level as well as support of health care professionals by means of individual or group supervision.

Un hôpital peut-il améliorer ses soins grâce aux plaintes des patients ?

Le 1er avril 2012, le CHUV ouvrait un lieu destiné à recueillir les insatisfactions des patients et de leurs proches suite à une prise en charge qu'ils jugeaient insuffisante. Comment son intégration a-t-elle été vécue par les professionnels de la santé ? Quelles questions, quelles résistances son ouverture a-t-elle soulevées ? En 10 ans, 5000 personnes ont été reçues et entendues par des professionnels de la médiation. Ces témoignages dûment et scientifiquement documentés ont débouché sur des projets concrets d'amélioration des prises en charge mais ont également inspiré des protocoles de recherche et des enseignements. À l'heure du bilan, quel impact a eu ce lieu sur les objectifs fixés initialement et comment les professionnels de la santé l'ont-ils vécu ?

[Patients : becoming a person before being a partner]. / Patients : sujets avant d'être partenaires.

Do patients and health care professionals wish to become partners in the relationship of care ? While many tend to think like that, it is far from certain that this is really the case. Data collected by the Espace Patients&Proches, where users of the Lausanne University Hospital are allowed to complain about health care-related problems, show that patients, their relatives, and health care professionals suffer from a process of de-subjectivization owing to the increasing technologization and standardization of care. Indeed, they want to be recognized as subjects before even thinking of becoming partners. Neither patients, their relatives, nor health care professionals call for a symmetrical relationship yet ; such attempts may moreover be experienced as painful.

Patients et professionnels de la santé souhaitent-ils devenir des partenaires dans la relation de soins ? Il est dans l'air du temps de le croire. Mais rien n'assure que ce soit le cas. L'analyse de données collectées auprès de l'Espace Patients & Proches, où les usagers du CHUV déposent leurs doléances liées à des difficultés rencontrées à l'hôpital, montre que les patients, leurs proches comme les professionnels de la santé souffrent d'un processus de dé-subjectivisation alimenté par la place grandissante des technologies et la standardisation des prises en charge. Ils éprouvent d'abord le besoin d'être reconnus comme des sujets avant de pouvoir envisager de devenir des partenaires. Ni les uns ni les autres ne formulent d'attentes quant à une relation égalitaire. Les tentatives allant dans ce sens sont parfois même vécues comme douloureuses.