Relationship Competence for Healthcare Management: Peer to Peer

197 Pages·2008·20.017 MB·English

by  Jennifer Landau, Elio Borgonovi (auth.)

Relationship Competence for Healthcare Management

Relationship Competence for
Healthcare Management
Peer to Peer
Jennifer Landau and Elio Borgonovi
* © Jennifer Landau and Elio Borgonovi 2008
Softcover reprint of the hardcover 1st edition 2008 978-0-230-51596-3
All rights reserved. No reproduction, copy or transmission of this
publication may be made without written permission.
No paragraph of this publication may be reproduced, copied or transmitted
save with written permission or in accordance with the provisions of the
Copyright, Designs and Patents Act 1988, or under the terms of any licence
permitting limited copying issued by the Copyright Licensing Agency, 90
wn
Tottenham Court Road, London 4LP.
Any person who does any unauthorized act in relation to this publication
may be liable to criminal prosecution and civil claims for damages.
The authors have asserted their rights to be identified as the authors
of this work in accordance with the Copyright, Designs and
Patents Act 1988.
First published 2008 by
PALGRAVE MACMILLAN
Houndmills, Basingstoke, Hampshire RG21 6XS and
175 Fifth Avenue, New York, N.Y. 10010
Companies and representatives throughout the world
PALGRAVE MACMILLAN is the global academic imprint of the Palgrave
Macmillan division of St. Martin's Press, LLC and of Palgrave Macmillan Ltd.
Macmillan® is a registered trademark in the United States, United Kingdom
and other countries. Palgrave is a registered trademark in the European
Union and other countries.
ISBN 978-1-349-35418-4 ISBN 978-0-230-28668-9 (eBook)
DOI 10.1057/9780230286689
This book is printed on paper suitable for recycling and made from fully
managed and sustained forest sources. Logging. pulping and manufacturing
processes are expected to conform to the environmental regulations of the
country of origin.
A catalogue record for this book is available from the British Library.
A catalogue record for this book is available from the Library of Congress.
10 9 8 7 6 5 432 1
17 16 15 14 13 12 11 10 09 08
Transferred to Digital Printing 2011
For Red, Sacha and Vincent

Contents
List of Figures, Tables and Graphs viii
Acknowledgements ix
Introduction 1
Chapter 1 The Peer to Peer Relationship: The Blended
Relationship 6
Chapter 2 Managing the Relationship with Patients 28
Chapter 3 The Non-cooperative Game, the Nash Theory of
Equilibrium and Healthcare Management 51
Chapter 4 Trust and Rational Choice 73
Chapter 5 Building Relationships on the Model of Trust 99
Chapter 6 Managerial Competence: Peer to Peer Relationship
Management Skills 121
Chapter 7 Conclusions: Management Education 146
Notes 167
Bibliography 176
Index 182
vii
List of Figures, Tables and Graphs
Figures
1.1 Hierarchy resolves conflict 6
1.2 Adding layers to hierarchy 7
1.3 The relationship map 17
1.4 The blended relationship map 18
Tables
2.1 Content and proposed relationship 33
3.1 The prisoner's dilemma 55
Graphs
5.1 Patient perception: ''It happens" and "I speak to
the oncologist" - fatigue, nausea, pain and depression 113
5.2 Patient perception: ''It happens" and whom do I speak
to - fatigue, nausea, pain and depression 113
5.3 Patient-oncologist perceptions: Comparison of patient ''It
happens" "I speak to the oncologist" and the oncologist
"I ask" or "I am told" - fatigue, nausea, pain and depression 114
5.4 lilt happens, I speak to the oncologist, I get explanations,
I receive treatment" - fatigue, nausea, pain and depression 115
5.5 Oncologist perceptions: I ask, I am told, I explain, I treat-
fatigue, nausea, pain and depression 115
viii
Acknowledgements
A special thank you to Elio's wife Maura and to his daughters Francesca
and Veronica for their love and support and to Jennifer's parents
Julie and Henry for reading this book over and over again. We would
also like to thank Nezha Aharas, Amelia Comp agni, Giovanni Fattore,
Andrea Fox, Carlos Urla Torres, Franca Masera, Elena Rebora, Patrizia
Rebulla, Andrea Forti and Olivia Custer. We owe our thanks to all of
you for asking us the right questions and for listening to us. With your
help we have tried to make our ideas both easy to understand and to
read.
We would also like to thank all the physicians, patients and students
who have provided us with the examples we used in this book.
We also wish to thank CERGAS research centre librarian Chiara
Peverelli, for her patience and invaluable assistance and the Bocconi
University, Research Division, for providing us with a grant to work on
this book.
ix