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

With financial support from

the European Union

VP/2013/0362

Outline of presentation

• User involvement in the Netherlands: highly institutionalized• Hospitals• Secondary education

• Stakeholder organizations – interviews phase 2

• Selection of case studies – phase 3

April 19, 2023

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

April 19, 2023

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

April 19, 2023

User involvement in hospitals (3)

April 19, 2023

• Five forms of patient participation: dependent on level of

interaction (individual, process, organisation, system)

Infl

uence

pati

ent

Influence professional

1. Information

2. Consultation

3. Advice

4. Partnership

5. Patient in the lead

+

+

-

-

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)

April 19, 2023

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, …)

April 19, 2023

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)

April 19, 2023

Selection of case studies – phase 3

• Hospitals: www.kiesbeter.nl• Performance indicators determined by

patient organisations, hospitals and insurance companies (example of indicator: ‘input from patients’)

• Consumer quality index

• Secundary education: www.schoolvo.nl• Objective performance indicators: exam

scores, graduation rate, …• Subjective performance indicators: student

and parent satisfaction, …

April 19, 2023