Purpose: The purpose of this paper is to describe staff experiences in an on-going improvement project regarding patients with ureteral stones.
Design/methodology/approach: A qualitative descriptive study based on eight group interviews and 48 narratives, was performed. Data were analysed using qualitative content analysis. Trustworthiness was ensured by using a well-documented improvement process method during six months.
Findings: The results formed three categories: an absent comprehensive view; complexity; and vulnerability within the organisation. A holistic perspective regarding urological care at the micro-, meso- and macro-levels is needed to improve planning and caring processes.
Research limitations/implications: This study includes one team (six members, different health professionals) within the same urology department.
Practical implications: Results show that staff need information, such as guidelines and support throughout the improvement work to deliver high-quality care. Moreover, there is a need for evidence-based guidelines at national level to support improvement work.
Social implications: Healthcare staff need to pay attention to all team member needs to improve urological care. Organisational and managerial aspect are needed to support clear and common goals regarding healthcare improvement work.
Originality/value: Urological improvement projects, generally, are lacking, which is why this study is important to improve nephrolithiasis patient care.
Keywords: Employee involvement; Leadership; Organizational change; Patient safety; Problem solving; Quality improvement.