Skip to main content

Service Design in the NHS: Collaboration or Conflict?

Buy Article:

$55.00 plus tax (Refund Policy)

Abstract:

Continuous new service design / redesign is a key contributor to organisational performance. The NSD literature, originally evolving from new product development studies, often emphasised a sequential, linear process. More recently, however, the role of culture, internal politics and social dynamics in the NSD process has been highlighted. The potential for an enhanced role for political behaviour and stakeholder conflict within public sector organisations is apparent. In view of the increasing importance of consumer opinion as both an input into, and evaluation of, the design of public sector services, the need to understand the process of new service formation and its impact on consumer perceived service quality is of major importance. This study examines the design process for three mental health resource centres. Through interviews with a range of stakeholders, the role of conflict within complex, multi-organisational decision making is highlighted and the impact on the final consumer is assessed.

Keywords: CONFLICT; NHS; PATIENT SATISFACTION; POLITICAL BARGAINING; PUBLIC SECTOR; SERVICE DESIGN; SERVICE QUALITY

Document Type: Research Article

DOI: https://doi.org/10.1362/0267257012930349

Publication date: 2001-11-01

More about this publication?
  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
X
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more