Demand-based provision of housing, welfare and care services to elderly clients: From policy to daily practice through operations management

Health Care Analysis

Volumn 17, Issue 1, 2009, Pages 68-84

  De Blok, Carolien ^a   Meijboom, Bert ^a,b   Luijkx, Katrien ^a   Schols, Jos ^a,c  

^a TILBURG UNIVERSITY   (Netherlands)

^b TILBURG UNIVERSITY   (Netherlands)

^c MAASTRICHT UNIVERSITY   (Netherlands)

Author keywords

Demand based care; Elderly clients; Operational level; Operations management; The Netherlands

Indexed keywords

AGED; AGED, 80 AND OVER; FEMALE; FRAIL ELDERLY; HEALTH POLICY; HEALTH SERVICES ACCESSIBILITY; HEALTH SERVICES NEEDS AND DEMAND; HOUSING FOR THE ELDERLY; HUMANS; INCOME; MALE; NETHERLANDS; ORGANIZATIONAL POLICY; PATIENT-CENTERED CARE; PROFESSIONAL-PATIENT RELATIONS; QUALITY OF HEALTH CARE;

AGED; ETHICS; FEMALE; FRAIL ELDERLY; HEALTH CARE DELIVERY; HEALTH CARE POLICY; HEALTH CARE QUALITY; HEALTH SERVICE; HOME FOR THE AGED; HUMAN; HUMAN RELATION; INCOME; MALE; NETHERLANDS; ORGANIZATION AND MANAGEMENT; PATIENT CARE; POLICY; VERY ELDERLY;

EID: 59549100990     PISSN: 10653058     EISSN: None     Source Type: Journal    
DOI: 10.1007/s10728-008-0095-7     Document Type: Article

References (78)

1. CY Baldwin KB Clark 1997 Managing in an age of modularity Harvard Business Journal 75 5 84 93
2. Billings, J., & Leichsenring, K. (2005). Integrating health and social care services for older persons. Aldershot: Ashgate Publishing.
3. Boaden, R., Haywood, P., & Nuttall, P. (2000). Operations management in hospitals-What is it and who does it? In R. Van Dierdonck & A. Vereecke (Eds.), EurOMA Conference: Crossing borders and boundaries. The changing role of operations, Gent.
4. RMJ Bohmer 2005 Medicine's service challenge: Blending custom and standard care Health Care Management Review 30 4 322 330
5. R Bosman GJJW Bours J Engels LP De Witte 2008 Client-centred care perceived by clients of two Dutch homecare agencies: A questionnaire survey International Journal of Nursing Studies 45 4 518 525 10.1016/j.ijnurstu.2006. 12.002
6. Bosselaar, J. H. (2005). A demand for 'On demand'? Demand based delivery of social provisions: conditions and risks. Unpublished doctoral thesis, Erasmus University, Rotterdam.
7. DE Bowen WE Youngdahl 1998 Lean service: In defense of a production-line approach International Journal of Service Industry Management 9 3 207 225 10.1108/09564239810223510
8. L Bragato K Jacobs 2003 Care pathways: The road to better health services? Journal of Health Organization and Management 17 3 164 180 10.1108/14777260310480721
9. EJ Breedveld BR Meijboom AA de Roo 2006 Labour supply in the home care industry: A case study in a Dutch region Health Policy (Amsterdam) 76 2 144 155 10.1016/j.healthpol.2005.05.007
10. J Brodsky J Habib M Hirschfeld B Siegel 2002 Care of the frail elderly in developed and developing countries: The experience and the challenges Aging Clinical and Experimental Research 14 4 279 286
11. CBS. (2005). Statline databank. Voorburg/Den Haag: Centraal Bureau voor de Statistiek.
12. de Blok, C., Meijboom, B., Luijkx, K., & Schols, J. (2007). Modularity in health care: Towards cost-efficient and client-focused service provision. In N. Acur, N. K. Erkip & E. D. Gunes (Eds.), 14th EurOMA conference: Managing Operations in an expanding Europe, Ankara.
13. de Gooijer, W. (2007). Trends in EU health care systems. New York: Springer Science.
14. R Duray PT Ward GW Milligan WL Berry 2000 Approaches to mass customization: configurations and empirical validation Journal of Operations Management 18 605 625 10.1016/S0272-6963(00)00043-7
15. B Edvardsson A Gustafsson I Roos 2005 Service portraits in service research: A critical research International Journal of Service Industry Management 16 1 107 121 10.1108/09564230510587177
16. Etty, W. (2000). De ontvoogding van de AWBZ. The Hague: Ministerie van VWS.
17. Fitzsimmons, J. A., & Fitzsimmons, M. J. (2006). Service Management: Operations, strategy, and information technology (5th ed.). New York: McGraw Hill/Irwin.
18. SK Fixson 2005 Product architecture assessment: A tool to link product, process, and supply chain decisions Journal of Operations Management 23 345 369 10.1016/j.jom.2004.08.006
19. Hasenfeld, Y. (1983). Human service organizations. Englewood Cliffs: Prentice Hall.
20. RE Herzlinger 1998 The managerial revolution in the U.S. health care sector Health Care Management Review 23 3 19 29
21. Herzlinger, R. E. (2004). Consumer-driven health care. Implications for providers, payers, and policymakers. San Fransisco: Jossey-Bass.
22. Hyer, N. L., Wemmerlov, U., Morris, J., & Shtub, A. (2003). Cellular manufacturing in health care: The case of a trauma unit. In G. Spina, A. Vinelli, R. Cagliano, M. Kalchschmidt, P. Romano, & F. Salvador (Eds.), EurOMA conference: One world? One view of OM? Como.
23. DL Kellogg W Nie 1995 A framework for strategic service management Journal of Operations Management 13 323 337 10.1016/0272-6963(95)00036-4
24. Kotler, P., Armstrong, G., Saunders, J., & Wong, V. (1999). Principles of marketing (2nd ed.). London: Prentice Hall Europe.
25. R Larsson DE Bowen 1989 Organization and customer: managing design and coordination of services Academy of Management Review 14 2 213 233 10.2307/258417
26. A Layton F Moss G Morgan 1998 Mapping out the patient's journey: Experiences of developing pathways of care Quality in Health Care 7 supplement S30 S36
27. K Leichsenring G Roth M Wolf A Sissouras 2005
28. CA Lengnick-Hall 1996 Customer contributions to quality: A different view of the customer-oriented firm Academy of Management Review 21 3 791 824 10.2307/259002
29. GM Leung 2000 Hospitals must become 'focused factories' British Medical Journal 320 7239 942 10.1136/bmj.320.7239.942
30. Liss, P. E. (1993). Health care need. Meaning and measurement. Aldershot: Avebury.
31. PE Liss 1995 Needs assessment: Handle with care Health Care Analysis 3 4 312 314 10.1007/BF02197078
32. PE Liss 2003 The significance of the goal of health care for the setting of priorities Health Care Analysis 11 2 161 169 10.1023/A:1025657130508
33. C Lovelock E Gummesson 2004 Whither services marketing? In search of a new paradigm and fresh perspectives Journal of Service Research 7 1 20 41 10.1177/1094670504266131
34. C Lovelock RF Young 1979 Look to consumers to increase productivity Harvard Business Review 57 168 178
35. K Luijkx C De Blok 2007
36. Luijkx, K., & Pardoel, K. (2005). Ouderensegmenten. Behoeften wonen, welzijn en zorg in de wijk. Tilburg: IVA.
37. Luijkx, K., De Blok, C., Van den Akker, P., & Meijboom, B. (2004). Zorgarrangementen in de ouderenzorg. Vraagsturing in zorg en welzijn in Tilburg. Tilburg: IVA/Tranzo.
38. CP McLaughlin AD Kaluzny 2000 Building client centered systems of care: Choosing a process direction for the next century Health Care Management Review 25 1 73 82
39. N Mead P Bower 2000 Patient-centeredness: a conceptual framework and review of the empirical literature Social Science & Medicine 51 7 1081110 10.1016/S0277-9536(00)00098-8
40. R Metters V Vargas 2000 A typology of de-coupling strategies in mixed services Journal of Operations Management 18 663 682 10.1016/S0272-6963(00) 00038-3
41. MH Meyer A DeTore 1999 Product development for services Academy of Management Executive 13 3 64 76
42. MH Meyer A DeTore 2001 Perspective: Creating a platform-based approach for developing new services Journal of Product Innovation Management 18 188 204 10.1016/S0737-6782(01)00070-4
43. S Meyer Goldstein R Johnston JA Duffy J Rao 2002 The service concept: The missing link in service design research? Journal of Operations Management 20 121 134 10.1016/S0272-6963(01)00090-0
44. K Putters 2003 Vraagsturing tussen feit en fictie. Stand van zaken in de gezondheidszorg Beleidswetenschappen 17 2 87 98
45. Raad voor de Volksgezondheid en Zorg. (1998). Naar een meer vraaggerichte zorg. Zoetermeer: RVZ.
46. Rijckmans, M. J. N. (2005). Positioning the Individual in health care. Unpublished doctoral thesis, Tilburg University, Tilburg.
47. MJN Rijckmans HFL Garretsen LAM Van de Goor IMB Bongers 2005 Key-concepts of demand-driven health care: An approach based on client's needs Medicine and Law 24 3 463 477
48. MJN Rijckmans IMB Bongers HFL Garretsen LAM van de Goor 2007 A clients' perspective on demand-oriented and demand-driven health care The International Journal of Social Psychiatry 53 1 48 62 10.1177/0020764006074292
49. R Salvador C Forza M Rungtusanatham 2002 Modularity, product variety, production volume, and component sourcing: Theorizing beyond generic prescriptions Journal of Operations Management 20 549 575 10.1016/S0272-6963(02) 00027-X
50. SE Sampson CM Froehle 2006 Foundations and implications for a proposed unified services theory Production and Operations Management 15 2 329 343
51. R Sanchez 1999 Modular architectures in the marketing process Journal of Marketing 63 special issue 92 111 10.2307/1252104
52. R Sanchez JT Mahoney 1996 Modularity, flexibility, and knowledge management in product and organization design Strategic Management Journal 17 Winter special issue 63 76
53. Schellekens, A. (2004). Towards flexible programmes in higher professional education. An operations-management approach. Unpublished doctoral thesis, Open University of The Netherlands.
54. Schellingerhout, R. (2008). Ondersteunende voorzieningen. Samenhang tussen AWBZ-gefinancierde zorg en woon- en welzijnsvoorzieningen. Den Haag: Sociaal en Cultureel Planbureau.
55. Schmenner, R. W. (1986). How can service businesses survive and prosper? Sloan Management Review, (Spring), 21-32.
56. B Schneider 1993 HRM-A service perspective: Towards a customer-focused HRM International Journal of Service Industry Management 5 1 64 76 10.1108/09564239410051911
57. Schols, J. M. G. A. (2004). De toekomst van de chronische zorg, ons een zorg? (inaugural lecture). Amsterdam: Dutch University Press.
58. T Schoot I Proot R Ter Meulen L De Witte 2005 Recognition of client values as a basis for tailored care: The view of Dutch expert patients and family caregivers Scandinavian Journal of Caring Sciences 19 169 176 10.1111/j.1471-6712.2005.00327.x
59. BA Schulman 1979 Active patient orientation and outcomes in hypertensive treatment Medical Care 17 3 267 280 10.1097/00005650-197903000-00004
60. Slack, N., Chambers, S., & Johnston, R. (2007). Operations management (5th ed.). Harlow: Prentice Hall.
61. R Sousa CA Voss 2001 Quality management: Universal or context dependent? Production and Operations Management 10 4 383 404
62. Starr, M. K. (1965). Modular production-A new concept. Harvard Business Review, 53(November-December), 131-142.
63. K Ulrich 1995 The role of product architecture in the manufacturing firm Research Policy 24 419 440 10.1016/0048-7333(94)00775-3
64. Van Bilsen, P. M. A. (2007). Care for the elderly. An exploration of perceived needs, demands and service use. Maastricht: Maastricht University.
65. Van der Geest, L. (2005). Blijvende zorg. Economische aspecten van langdurige ouderenzorg. Zoetermeer: Raad voor Volksgezondheid en de Zorg/Nyfer.
66. TED Van der Grinten 2000 Sturing door en sturing van de vraag: Kanttekeningen bij vraagsturing in de gezondheidszorg Beleid en Management 27 4 249 255
67. Van der Kraan, W. G. M., & Van der Grinten, T. E. D. (2004). The development of demand-driven care as a new governance concept. NIG Annual Work Conference, https://ep.eur.nl/handle/1765/1758. Rotterdam
68. Van Wijk, K. P. (2007). The service care chain. Unpublished doctoral thesis, Erasmus University Rotterdam, Rotterdam.
69. R Verma GM Thompson JJ Louviere 1999 Configuring service operations in accordance with customer needs and preferences Journal of Service Research 1 3 262 274 10.1177/109467059913007
70. R Verma CP McLaughlin R Johnston W Youngdahl 2005 Operations management in not-for-profit, public and government services. Charting a new research frontier Journal of Operations Management 23 117 123 10.1016/j.jom.2004.09.001
71. R Verma W Youngdahl CP McLaughlin R Johnston 2006 Innovative operations management applications in not-for-profit, public and government services Journal of Operations Management 24 301 303 10.1016/j.jom.2005.08.001
72. Vissers, J., & Beech, R. (2005). Health operations management (1st ed.). Abingdon: Routledge.
73. T Ware T Matosevic B Hardy M Knapp J Kendall J Forder 2003 Commissioning care services for older people in England: the view from care managers, users and carers Ageing and Society 23 411 428 10.1017/S0144686X02001137
74. U Wemmerlov 1990 A taxonomy for service processes and its implications for system design International Journal of Service Industry Management 1 3 20 40
75. S Wilmot 2007 A fair range of choice: Justifying maximum patient choice in the British National Health Service Health Care Analysis 15 2 59 72 10.1007/s10728-006-0032-6
76. T Young S Brailsford C Connell R Davies P Harper JH Klein 2004 Using industrial processes to improve patient care British Medical Journal 328 162 164 10.1136/bmj.328.7432.162
77. Zomerdijk, L. G. (2005). Design decisions in the front office-Back office issue. Unpublished doctoral thesis, Groningen University, Groningen.
78. LG Zomerdijk J De Vries 2007 Structuring front office and back office work in service delivery systems: An empirical study of three design decisions International Journal of Operations & Production Management 27 1 108 137 10.1108/01443570710714565