Front/back office considerations in the operational access to long-term care for older people: Findings of a multiple case study

E.C.C. Schipper, B.R. Meijboom, K.G. Luijkx, J.M.G.A. Schols

Research output: Contribution to journalArticleScientificpeer-review

Abstract

Background
Organizations that provide long-term care in the Netherlands are reconsidering the operational access to their services. Principles of operations management, such as front/back office configurations, might improve the redesign of operational access. Once a client gains entrance to the organization, direct interaction between client and care provider starts. This is a front office activity. In this paper, we address the question: How are front/back office aspects recognisable in the operational access to long-term care for independently living elderly?

Methods
We conducted a multiple case study (n = 4). Data gathering involved observations, interviews, and examination of documents. Transcripts of observations and interviews were coded and analyzed.

Results
None of the studied entrance units were physically accessible. In all four cases a lot of administrative tasks were present, even with employees dedicated to front office tasks. By organizing separate entrance units, the cases decouple the access process from delivery of care. However, they subsequently couple all entrance-related activities in one job, i.e. a care advisor dedicated to a client.

Conclusion
The case organizations organized their operational access process in separate units. Front/back office aspects were recognizable; however, seem not to have been considered consciously during the design of the access process.
Original languageEnglish
Pages (from-to)252-262
JournalInternational Journal of Healthcare Management
Volume6
Issue number4
DOIs
Publication statusPublished - 2013

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Long-Term Care
Interviews
Netherlands

Cite this

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title = "Front/back office considerations in the operational access to long-term care for older people: Findings of a multiple case study",
abstract = "BackgroundOrganizations that provide long-term care in the Netherlands are reconsidering the operational access to their services. Principles of operations management, such as front/back office configurations, might improve the redesign of operational access. Once a client gains entrance to the organization, direct interaction between client and care provider starts. This is a front office activity. In this paper, we address the question: How are front/back office aspects recognisable in the operational access to long-term care for independently living elderly?MethodsWe conducted a multiple case study (n = 4). Data gathering involved observations, interviews, and examination of documents. Transcripts of observations and interviews were coded and analyzed.ResultsNone of the studied entrance units were physically accessible. In all four cases a lot of administrative tasks were present, even with employees dedicated to front office tasks. By organizing separate entrance units, the cases decouple the access process from delivery of care. However, they subsequently couple all entrance-related activities in one job, i.e. a care advisor dedicated to a client.ConclusionThe case organizations organized their operational access process in separate units. Front/back office aspects were recognizable; however, seem not to have been considered consciously during the design of the access process.",
author = "E.C.C. Schipper and B.R. Meijboom and K.G. Luijkx and J.M.G.A. Schols",
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journal = "International Journal of Healthcare Management",
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Front/back office considerations in the operational access to long-term care for older people : Findings of a multiple case study. / Schipper, E.C.C.; Meijboom, B.R.; Luijkx, K.G.; Schols, J.M.G.A.

In: International Journal of Healthcare Management, Vol. 6, No. 4, 2013, p. 252-262.

Research output: Contribution to journalArticleScientificpeer-review

TY - JOUR

T1 - Front/back office considerations in the operational access to long-term care for older people

T2 - Findings of a multiple case study

AU - Schipper, E.C.C.

AU - Meijboom, B.R.

AU - Luijkx, K.G.

AU - Schols, J.M.G.A.

PY - 2013

Y1 - 2013

N2 - BackgroundOrganizations that provide long-term care in the Netherlands are reconsidering the operational access to their services. Principles of operations management, such as front/back office configurations, might improve the redesign of operational access. Once a client gains entrance to the organization, direct interaction between client and care provider starts. This is a front office activity. In this paper, we address the question: How are front/back office aspects recognisable in the operational access to long-term care for independently living elderly?MethodsWe conducted a multiple case study (n = 4). Data gathering involved observations, interviews, and examination of documents. Transcripts of observations and interviews were coded and analyzed.ResultsNone of the studied entrance units were physically accessible. In all four cases a lot of administrative tasks were present, even with employees dedicated to front office tasks. By organizing separate entrance units, the cases decouple the access process from delivery of care. However, they subsequently couple all entrance-related activities in one job, i.e. a care advisor dedicated to a client.ConclusionThe case organizations organized their operational access process in separate units. Front/back office aspects were recognizable; however, seem not to have been considered consciously during the design of the access process.

AB - BackgroundOrganizations that provide long-term care in the Netherlands are reconsidering the operational access to their services. Principles of operations management, such as front/back office configurations, might improve the redesign of operational access. Once a client gains entrance to the organization, direct interaction between client and care provider starts. This is a front office activity. In this paper, we address the question: How are front/back office aspects recognisable in the operational access to long-term care for independently living elderly?MethodsWe conducted a multiple case study (n = 4). Data gathering involved observations, interviews, and examination of documents. Transcripts of observations and interviews were coded and analyzed.ResultsNone of the studied entrance units were physically accessible. In all four cases a lot of administrative tasks were present, even with employees dedicated to front office tasks. By organizing separate entrance units, the cases decouple the access process from delivery of care. However, they subsequently couple all entrance-related activities in one job, i.e. a care advisor dedicated to a client.ConclusionThe case organizations organized their operational access process in separate units. Front/back office aspects were recognizable; however, seem not to have been considered consciously during the design of the access process.

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