Improving client-centred care and services: The role of front/back-office configurations
Broekhuis,M. de Blok,S.A. Meijboom,B.R.
Broekhuis,M.
de Blok,S.A.
Meijboom,B.R.
Abstract
Aim. This paper is a report of a study conducted to explore the application of designing front- and back-office work resulting in efficient client-centred care in healthcare organizations that supply home care, welfare and domestic services. Background. Front/back-office configurations reflect a neglected domain of design decisions in the development of more client-centred processes and structures without incurring major cost increases. Method. Based on a literature search, a framework of four front/back-office configurations was constructed. To illustrate the usefulness of this framework, a single, longitudinal case study was performed in a large organization, which provides home care, welfare and domestic services for a sustained period (2005–2006). Findings. The case study illustrates how front/back-office design decisions are related to the complexity of the clients’ demands and the strategic objectives of an organization. The constructed framework guides the practical development of front/back-office designs, and shows how each design contributes differently to such performance objectives as quality, speed and efficiency. Conclusions. The front/back-office configurations presented comprise an important first step in elaborating client-centred care and service provision to the operational level. It helps healthcare organizations to become more responsive and to provide efficient client-centred care and services when approaching demand in a well-tuned manner. In addition to its applicability in home care, we believe that a deliberate front/back-office configuration also has potential in other fields of health care.
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Date
2009
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Research Projects
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Citation
Broekhuis, M, de Blok, S A & Meijboom, B R 2009, 'Improving client-centred care and services : The role of front/back-office configurations', Journal of Advanced Nursing, vol. 65, no. 5, pp. 971-980.