A qualitative study of the role of workplace and interpersonal trust in shaping service quality and responsiveness in Zambian primary health centres

Health Policy and Planning

Volumn 31, Issue 2, 2016, Pages 192-204

  Topp, Stephanie M ^a,b,c   Chipukuma, Julien M ^d  

^a UNIVERSITY OF ALABAMA AT BIRMINGHAM   (United States)

^b CENTRE FOR INFECTIOUS DISEASE RESEARCH IN ZAMBIA   (Zambia)

^c UNIVERSITY OF MELBOURNE   (Australia)

^d UNIVERSITY OF LUSAKA   (Zambia)

Author keywords

Health systems; Primary health care; Service delivery; Trust

Indexed keywords

CLINICAL STUDY; CLINICAL TRIAL; CONTROLLED CLINICAL TRIAL; DNA TRANSCRIPTION; DOCTOR PATIENT RELATION; EMPLOYER; GENETIC TRANSCRIPTION; HEALTH CARE PERSONNEL; HEALTH CENTER; HUMAN; INTERVIEW; LEADERSHIP; MANAGER; MULTICENTER STUDY; PERCEPTION; PROFESSIONALISM; QUALITATIVE RESEARCH; TEAMWORK; THEMATIC ANALYSIS; TRUST; WORK ENVIRONMENT; WORKPLACE; ZAMBIA; HEALTH CARE DELIVERY; HEALTH CARE QUALITY; HEALTH PERSONNEL ATTITUDE; HEALTH SERVICES RESEARCH; HUMAN RELATION; ORGANIZATION AND MANAGEMENT; PRIMARY HEALTH CARE; PSYCHOLOGY; PUBLIC RELATIONS;

ATTITUDE OF HEALTH PERSONNEL; DELIVERY OF HEALTH CARE; HUMANS; INTERPROFESSIONAL RELATIONS; ORGANIZATIONAL CASE STUDIES; PRIMARY HEALTH CARE; PROFESSIONAL-PATIENT RELATIONS; QUALITATIVE RESEARCH; QUALITY OF HEALTH CARE; TRUST; WORKPLACE; ZAMBIA;

EID: 84964689415     PISSN: 02681080     EISSN: 14602237     Source Type: Journal    
DOI: 10.1093/heapol/czv041     Document Type: Article

References (55)

1. Anderson LA, Dedrick RF. 1990. Development of the trust in physician scale - a measure to assess interpersonal-trust in patient-physician relationships. Psychological Reports 67:1091-100.
2. Atun R, Menabde N. 2008. Health systems and systems thinking. In: Cocker R, Atun R, McKee M (eds). Health Systems and the Challenge of Communicable Disease: Experiences from Europe and Latin America. Maidenhead, Berkshire: Open University Press, 121-40.
3. Brockner J, Wiesenfeld BM. 1996. An integrative framework for explaining reactions to decisions: interactive effects of outcomes and procedures. Psychological Bulletin 120:189-208.
4. Campbell C. 1996. Trust must be developed in the workplace. Quality Progress 29:8.
5. Creed DR, Miles RE. 1996. Trust in organizations: a conceptual framework linking organizational forms, managerial philosophies, and the opportunity costs of controls. In: Kramer RM, Tyler TR (eds). Trust in Organizations: Frontiers of Theory and Research. Thousand Oaks, CA: Sage, 16-38.
6. Dirks KT. 1999. Beyond Contact: Work Power and Trust Relations. London: Faber and Faber.
7. Fox A. 1974. Beyond Contact: Work Power and Trust Relations. London: Faber and Faber.
8. Gambetta D. 2000. Can we trust trust? In: Gambetta D (ed). Trust: Making and Breaking Cooperative Relations. Oxford: Electronic Edition: Department of Sociology, Oxford University, 213-37.
9. Giddens A. 1990. The Consequences of Modernity. Cambridge: Polity Press.
10. Gilbert TP. 2005. Impersonal trust and professional authority: exploring the dynamics. Journal of Advanced Nursing 49:568-77.
11. Gilson L. 2003. Trust and the development of health care as a social institution. Social Science & Medicine 56:1453-68.
12. Gilson L. 2005. Editorial: building trust and value in health systems in lowand middle-income countries. Social Science & Medicine 61:1381-4.
13. Gilson L. 2013. Implementing health system change: what are the lessons from the African Health Initiative? BMC Health Services Research 13(Suppl. 2):S14.
14. Gilson L, Palmer N, Schneider H. 2005a. Trust and health worker performance: exploring a conceptual framework using South African evidence. Social Science & Medicine 61:1418-29.
15. Gilson L, Palmer N, Schneider H. 2005b. Trust and health worker performance: exploring a conceptual framework using South African evidence. Social Science & Medicine 61:1418-29.
16. Goudge J, Gilson L. 2005. How can trust be investigated? Drawing lessons from past experience. Social Science & Medicine 61:1439-51.
17. Gould-Williams J. 2003. The importance of HR practices and workplace trust in achieving superior performance: a study of public-sector organizations. International Journal of Human Resource Management 14:28-54.
18. Hall MA, Dugan E, Zheng BY, Mishra AK. 2001. Trust in physicians and medical institutions: what is it, can it be measured, and does it matter? Milbank Quarterly 79:613-39.
19. Krumpal I. 2013. Determinants of social desirability bias in sensitive surveys: a literature review. Quality & Quantity 47:2025-47.
20. Lewicki RJ, Bunker BB. 1996. Trust in relationships: a model of development and decline. In: Bunker BB, Jeffry Z (eds). Conflict, Cooperation and Justice. San Francisco: Jossey-Bass Publishers.
21. Mansbridge J. 1999. Altruistic trust. In: Warren M (ed). Democracy and Trust. New York: Cambridge University Press.
22. Mascarenhas OAJ, Cardozo LJ, Afonso NM et al. 2006. Hypothesized predictors of patient-physician trust and distrust in the elderly: implications for health and disease management. Clinical Interventions in Aging 1:175-88.
23. Mayer RC, Davis JH, Schoorman FD. 1995. An integrative model of organizational trust. Academy of Management Review 20:709-34.
24. McKnight DH, Chervany NL. 1996. The Meanings of Trust. University of Minnesota MIS Research Center Working Paper series, WP 96-04, http://misrc.umn. edu/wpaper/WorkingPapers/9604.pdf.
25. Mechanic D. 1996. Changing medical organization and the erosion of trust. Milbank Quarterly 74:171-89.
26. Mirzoev T, Le G, Green A et al. 2014. Assessment of capacity for health policy and systems research and analysis in seven African universities: results from the CHEPSAA project. Health Policy and planning 29:831-41.
27. MOH, GRZ. 2007. Zambia Health Facility Census Analytical Report. Lusaka: Ministry of Health, Government of the Republic of Zambia.
28. Ozawa S, Sripad P. 2013. How do you measure trust in the health system? A systematic review of the literature. Social Science & Medicine 91:10-4.
29. Pearce JL, Branyiczki I, Bigley GA. 2000. Insufficient bureaucracy: trust and commitment in particularistic organizations. Organization Science 11:148-62.
30. Pfeffer J, Veiga JF. 1999. Putting people first for organizational success. The Academy of Management Executive 13:37-48.
31. Putnam R. 1993. Making Democracy Work: Civic Tradition in Modern Italy. Princeton: Princeton University Press.
32. Rothstein B. 1998. Just Institutions Matter: The Moral and Political Logic of the Universal Welfare State. Cambridge: Cambridge University Press.
33. Russell S. 2005. Illuminating cases: understanding the economic burden of illness through case study household research. Health Policy and Planning 20:277-89.
34. Russell S, Gilson L. 2006. Are health services protecting the livelihoods of the urban poor in Sri Lanka? Findings from two low-income areas of Colombo. Social Science & Medicine 63:1732-44.
35. Safran DG, Taira DA, Rogers WH et al. 1998. Linking primary care performance to outcomes of care. The Journal of Family Practice 47:213-20.
36. Sheikh K, George A, Gilson L. 2014a. People-centred science: strengthening the practice of health policy and systems research. Health Research Policy and Systems 12:19.
37. Sheikh K, Gilson L, Agyepong IA et al. 2011. Building the field of health policy and systems research: framing the questions. PLoS Medicine 8:e1001073.
38. Sheikh K, Ranson MK, Gilson L. 2014b. Explorations on people centredness in health systems. Health Policy and Planning 29(Suppl. 2):ii1-5.
39. Straten GFM, Friele RD, Groenewegen PP. 2002. Public trust in Dutch health care. Social Science & Medicine 55:227-34.
40. Svedin L. 2012. Accountability in Crises and Public Trust in Governing Institutions. Abingdon & New York: Routledge.
41. Taylor RG. 1989. The role of trust in labor-management relations. Organizational Development Journal 7:85-9.
42. Tendler J. 1997. Good Government in the Tropics. Baltimore: The Johns Hopkins Press.
43. Thom DH, Campbell B. 1997. Patient-physician trust: an exploratory study. Journal of Family Practice 44:169-76.
44. Tibandebage P, Mackintosh M. 2005. The market shaping of charges, trust and abuse: health care transactions in Tanzania. Social Science & Medicine 61:1385-95.
45. Topp SM, Chipukuma JM, Giganti M et al. 2010. Strengthening health systems at facility-level: feasibility of integrating antiretroviral therapy into primary health care services in lusaka, zambia. PLoS One 13:e11522. doi: 10.1371/journal.pone.0011522.
46. Topp SM, Chipukuma JM, Chiko MM. 2013. Integrating HIV treatment with primary care outpatient services: opportunities and challenges from a scaled-up model in Zambia. Health Policy Plan 28:347-57. doi: 10.1093/heapol/czs065. Epub 2012 Jul. 11.
47. Topp SM, Chipukuma JM, Hanefeld J. 2014. Understanding the dynamic interactions driving Zambian health centre performance: a case-based health systems analysis. Health Policy and Planning. 30:485-99.
48. Topp SM, Black J, Morrow M, Chipukuma JM, van Damme W. 2015. The impact of HIV service scale-up on mechanisms of accountability in Zambian primary health centres: a case-based health systems analysis. BMC Health Services Research 15:67.
49. Ulsaner EM. 1999. Trust but verify: social capital and moral behaviour. Social Science Information 38:29-55.
50. van Olmen J, Marchal B, Van Damme W, Kegels G, Hill PS. 2012. Health systems frameworks in their political context: framing divergent agendas. BMC Public Health 12:774.
51. Wang H, Schlesinger M, Wang H, Hsiao WC. 2009. The flip-side of social capital: the distinctive influences of trust and mistrust on health in rural China. Social Science & Medicine 68:133-42.
52. Warren ME. 1999. Democractic theory and trust. In: Warren M (ed). Democracy and Trust. Cambridge: Cambridge University Press.
53. World Health Organization. 2007. Everybody's Business: Strengthening Health Systems to Improve Health Outcomes: WHO's Framework for Action. http://www.who.int/entity/healthsystems/strategy/everybodys-business.pdf, accessed 23 July 2013. Geneva: World Health Organization.
54. Wuthnow R. 2004. Trust as an aspect of social structure. In: Alexander JC, Marx CT, Williams CL (eds). Self, Social Structure and Beliefs: Explorations in Sociology. Berkely: University of California Press, 146.
55. Yin RK. 2009. Case Study Research: Design and Methods, Fourth Edition. London: Sage.