Healthcare street level bureaucrats’ (SLBs’) delivery of public value: The next step
Author Identifier (ORCID)
Esme Franken: https://orcid.org/0000-0001-6869-3155
Abstract
Impact: This study provides a better understanding of the interactive nature of multiple factors affecting healthcare employees’ delivery of quality services to the public, entitled ‘public value’. Organizations want their employees to be engaged in delivering quality services to the public. However, organizations may want and expect their employees to deliver services in line with organizational directives. The authors found that healthcare employees are driven by more than organizational directives; instead, professional and personal drivers also affect ‘what’ and ‘how’ clinical care is delivered. This may mean that healthcare employees may deliver services that exceed organizational expectations. As past research shows that the services delivered by employees are likely to be of greater value to the public, there is probably evidence-based professional evidence for normalizing (allocating adequate resources) such practices to ensure they are accepted, adopted and well-funded.
Keywords
History of organizational change, proactive clinical care, public service motivation (PSM), public value, street level bureaucrats (SLBs)
Document Type
Journal Article
Date of Publication
1-1-2025
Publication Title
Public Money & Management
Publisher
Taylor & Francis
School
School of Business and Law
RAS ID
88797
Copyright
subscription content
Comments
Brunetto, Y., Franken, E., & Xerri, M. (2025). Healthcare street level bureaucrats’ (SLBs’) delivery of public value: The next step. Public Money & Management. Advance online publication. https://doi.org/10.1080/09540962.2025.2592983