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How do street‐level bureaucrats manage high workloads? Collegial mechanisms at the organisational level—experiences from public healthcare organisations
Author(s) -
Berlin Johan,
Szücs Stefan,
Höjer Staffan,
Liljegren Andreas
Publication year - 2021
Publication title -
european management review
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.784
H-Index - 32
eISSN - 1740-4762
pISSN - 1740-4754
DOI - 10.1111/emre.12480
Subject(s) - negotiation , process (computing) , health care , business , public healthcare , public relations , sociology , computer science , political science , social science , law , operating system
The aim of this study is to understand and explain how street‐level bureaucrats manage high workloads in public healthcare organisations. Data was collected through observations, interviews and documents. The results show that high workloads are reduced through use of collegial mechanisms at the organisation level. The study shows that workloads are reduced in a two‐step process, the first is a negotiation between professionals and the second in the meeting with patients. The two‐step process explains the limitation problems in more detail and makes an important contribution by explaining how high workloads are reduced in public health services.