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Start-up meeting King’s College London, February 6th Eva Knies & Peter Leisink

New challenges for public services social dialogue Integrating service user & workforce involvement to support the adaptation of social dialogue. Start-up meeting King’s College London, February 6th Eva Knies & Peter Leisink. VP/2013/0362. With financial support from the European Union.

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Start-up meeting King’s College London, February 6th Eva Knies & Peter Leisink

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  1. New challenges for public services social dialogueIntegrating service user & workforce involvement to support the adaptation of social dialogue Start-up meeting King’s College London, February 6th Eva Knies & Peter Leisink VP/2013/0362 With financial support from the European Union

  2. Outline of presentation • User involvement in the Netherlands: highly institutionalized • Hospitals • Secondary education • Stakeholder organizations – interviews phase 2 • Selection of case studies – phase 3

  3. User involvement in hospitals (1) • Patient participation: making use of the unique expertise of patients aimed at increasing the quality of care • Explicit focus on needs of individual patients • Balance between standardization and flexibility • Increased patient participation since mid 1990s as a result of laws and regulations, increasing number of chronically ill patients and the introduction of market mechanisms

  4. User involvement in hospitals (2) • Law ‘Participation healthcare clients’ (1996) • Aim: a client council for each healthcare institution • Programme ‘Seven rights for healthcare clients: investing in the care relationship’ (2008) • Ministry of Health, Welfare & Sport, client organisations, healthcare providers, insurance companies • Right for quality & safety, information, privacy, etc. • Results of patient participation: balanced scorecard • Clinical results • Patient satisfaction • Organisation satisfaction • Compliance & efficiency

  5. User involvement in hospitals (3) • Five forms of patient participation: dependent on level of interaction (individual, process, organisation, system) + 5. Patient in the lead Influencepatient 4. Partnership 3. Advice 2. Consultation - 1. Information Influence professional + -

  6. User involvement in secundary education (1) • Law ‘Participation in schools’ (1992, 2007) • Council composed of employees and students/parents is mandatory • Consultation and codetermination: Right to advise and approve (some topics: right of initiative) • The ministry of Education, Culture & Science provides a budget for council members to take courses • Involvement of students and parents is considered important for two reasons: • Successful school results for students (individual level) • Improving quality of education (macro level)

  7. User involvement in secundary education (2) • Forms of student and teacher involvement in secondary education • All schools: teacher-parent meetings, parent/student council • Optional: student satisfaction survey, thematic meetings for parents, home visits, involvement of parents in career orientation activities, … • Bottom-up approach • Regulations and covenants are not sufficient – good practices must be shared and implemented • Network of involved stakeholders: share good practices to stimulate parent and student involvement (vocational orientation involving parents, parent involvement in student graduation projects, …)

  8. National stakeholder organizations – interviews phase 2 • Hospitals • Ministry of Health, Welfare & Sport • Dutch Association of Hospitals (NVZ) • Trade unions: ABVAKABO FNV, CNV Publieke Zaak, FBZ Federatie van Beroepsorganisaties in de Zorg, NU’91 • Federation of Patients and Consumer Organisations in the Netherlands (NPCF) • Secondary education • Ministry of Education, Culture & Science • Dutch council for secondary education (VO-raad) • Trade unions: AOb, ABVAKABO FNV, FvOv Federatie van Onderwijsvakorganisaties, CNV Onderwijs • National Action Committee Students (LAKS)

  9. Selection of case studies – phase 3 • Hospitals: www.kiesbeter.nl • Performance indicators determinedbypatientorganisations, hospitalsandinsurance companies (example of indicator: ‘input frompatients’) • Consumer quality index • Secundaryeducation: www.schoolvo.nl • Objectiveperformance indicators: examscores, graduationrate, … • Subjective performance indicators: student andparentsatisfaction, …

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