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Kvalitetsarbete och kvalitetsbegreppet inom hemtjänsten i Västerviks kommun.

Dahlström, Caroline LU (2017) SOAM20 20171
School of Social Work
Abstract
The purpose of this study was to describe and analyze the home care services quality work, and to what extent the quality work actually safeguards the quality aspects formulated as important by the municipality, the home care services and the users. The purpose was further to investigate in which way the presence of private home care providers has influenced quality work and the view on quality. The study was based on twelve semi-structured interviews with managers and staff from municipal and private home care service groups along side with analysis of the municipality's own governing documents, concerning quality work and home care services. The general findings was that the larger part of the quality work takes place in the relationship... (More)
The purpose of this study was to describe and analyze the home care services quality work, and to what extent the quality work actually safeguards the quality aspects formulated as important by the municipality, the home care services and the users. The purpose was further to investigate in which way the presence of private home care providers has influenced quality work and the view on quality. The study was based on twelve semi-structured interviews with managers and staff from municipal and private home care service groups along side with analysis of the municipality's own governing documents, concerning quality work and home care services. The general findings was that the larger part of the quality work takes place in the relationship between the user of home care services, and the staff, a fact that has both good and bad sides. The municipalities documents focuses on the process (how to work), and the staff focuses on the result: i.e. if the user is satisfied, the quality is deemed to be good. The presence of private home care providers influenced both the daily work, how the user is perceived and how the municipality works with quality issues. The study also showed that ideas, concepts and strategies like quality and user orientated work travels through the organization and becomes translated several times to be able to adapt to the daily work. Even though a clear user perspective is present at every level of the organization, there is big differences in how it manifests itself, due to different moral values and goals at different levels in the organizations. (Less)
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author
Dahlström, Caroline LU
supervisor
organization
course
SOAM20 20171
year
type
H1 - Master's Degree (One Year)
subject
keywords
Quality, quality work, home care services, exit/voice, translation model of change.
language
Swedish
id
8924129
date added to LUP
2017-08-30 14:59:25
date last changed
2017-08-30 14:59:25
@misc{8924129,
  abstract     = {The purpose of this study was to describe and analyze the home care services quality work, and to what extent the quality work actually safeguards the quality aspects formulated as important by the municipality, the home care services and the users. The purpose was further to investigate in which way the presence of private home care providers has influenced quality work and the view on quality. The study was based on twelve semi-structured interviews with managers and staff from municipal and private home care service groups along side with analysis of the municipality's own governing documents, concerning quality work and home care services. The general findings was that the larger part of the quality work takes place in the relationship between the user of home care services, and the staff, a fact that has both good and bad sides. The municipalities documents focuses on the process (how to work), and the staff focuses on the result: i.e. if the user is satisfied, the quality is deemed to be good. The presence of private home care providers influenced both the daily work, how the user is perceived and how the municipality works with quality issues. The study also showed that ideas, concepts and strategies like quality and user orientated work travels through the organization and becomes translated several times to be able to adapt to the daily work. Even though a clear user perspective is present at every level of the organization, there is big differences in how it manifests itself, due to different moral values and goals at different levels in the organizations.},
  author       = {Dahlström, Caroline},
  keyword      = {Quality,quality work,home care services,exit/voice,translation model of change.},
  language     = {swe},
  note         = {Student Paper},
  title        = {Kvalitetsarbete och kvalitetsbegreppet inom hemtjänsten i Västerviks kommun.},
  year         = {2017},
}