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Comparing Three Methods to Capture Multidimensional Service Experience in Children’s Health Care: Video Diaries, Narratives, and Semistructured Interviews

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Details

Original languageEnglish
JournalInternational Journal of Qualitative Methods
Volume18
DOIs
Publication statusPublished - 7 Mar 2019
Publication typeA1 Journal article-refereed

Abstract

Interest in studying experiences has grown rapidly; however, little attention has been paid to the applicability of qualitative methods for capturing the service experience in children’s health care. This study examined and compared three data collection methods to capture the multidimensional service experience of child patients and their families: video diaries with child patients, narrative interviews with parents of a child patient, and semistructured interviews with health-care professionals working with child patients. The methods were analyzed with respect to their benefits and limitations and their applicability for capturing the multidimensional service experience presented by service experience co-creation framework, including the temporal, factual, spatial, locus, control, and organizational dimensions. The key findings are as follows: (A) The video diary method has the potential to capture the temporally broad and spatially complex phenomenon of child patients’ service experience and enables researchers to capture service experience created beyond the hospital setting (e.g., through hobbies or in school). (B) Narratives with parents have the potential to capture the temporal, spatial, locus, and organizational dimensions through stories and are well-suited for mapping children’s experiences and the actors influencing them. (C) Semistructured interviews with health-care professionals have the potential to capture a generalized but temporally narrow view of the service experience of child patients, concentrating on experiences within hospital settings. This is beneficial for developing health-care service providers’ actions. Structured analysis and comparison of methods guides researchers to select appropriate methods to take a complementary approach in the understanding of experiences in the context of children’s health care.

ASJC Scopus subject areas

Keywords

  • children, health care, interview, narrative, probing, qualitative method, service experience

Publication forum classification

Field of science, Statistics Finland