Open Universiteit

Please use this identifier to cite or link to this item: http://hdl.handle.net/1820/8087
Title: De invloed van stakeholders bij een evaluatie op verandering van het beleid, via beleidsoverwegingen. een enkelvoudige casestudie naar de selectie en participatie van leden van de klankbordgroep in de overzichtsstudie naar het gebruik van de CQ-Index in de gezondheidszorg in Nederland.
Authors: Buil, A
Keywords: Evaluation
stakeholder selection and participation
policy consideration
program continuation
termination or expansion
mechanism of evaluation influence
policy change
Consumer Quality Index
CQ-Index
Issue Date: 24-Mar-2016
Publisher: Open Universiteit Nederland
Abstract: The Consumer Quality Index (CQ-Index or CQI) is a commonly used instrument to assess patient experiences in the Dutch healthcare system. The instrument’s first five years (2006-2010) were evaluated in the retrospective study ‘Knowledge Synthesis: What are the results of five years CQ-Index?’ (Hopman et al., 2011). During the study, evaluators were advised by a sounding board consisting of professionals with experience in implementing or using the CQI. These sounding board members can be seen as a group of important or key stakeholders. This thesis used the Hopman study (case) to investigate three supposed mechanisms of evaluation influence based on the model of Mark & Henry (2004). This model is a schematic theory of evaluation influence and includes many influence processes. A selection of three mechanisms was made and examined. The first mechanism was, if the selection of stakeholders had a positive influence on participation. The second, if this participation had a positive influence on policy considerations, and third, if the policy considerations influenced decision making with regard to program continuation, termination or expansion. Policy considerations are not limited to official or formal meetings but could also be developed or defined informally at conferences or during lunchtime conversations. The main question of this thesis is therefore: To which extend has the selection and participation of the members of the sounding board, involved with the retrospective study ‘What are the results of five years CQ-Index?’, influenced the policy consideration, which have led to continuation, termination or expansion of the use of the CQ-Index for measuring patient experiences. The conclusions of this single-case study are: There was a positive mechanism between selection and participation of the stakeholders. The members knew each other rather well and had confidence in everyone’s expertise in the subject. The fact that the function of a sounding board is to advice, may have been the reason that the members didn’t feel ownership for the total study, but only for their own contribution. The purpose of the study was found relevant and the results of good quality and useful. But it did not contribute to new ideas about measuring patient experiences. The study reflected correctly the lessons learned, but not more than that. The stakeholders were already informed very well and participation of the sounding board didn’t influence these discussions. Hence, a positive influence of being a sounding board member and policy considerations was not found. Changes in the use of the CQ-Indexes were in the line with the conclusions and recommendations as mentioned in the retrospective study. But there were no findings of a direct connection with policy considerations. The recommendation is to pay more attention to the orientation on action and to challenge the current policy. This may help people think in different and innovative ways and hence may have more influence on policy considerations. Due to its scope, this single-case study has a restricted validity and reliability. It is very likely that more variables than used in this thesis explain the complete evaluation influence. Additional empirical research to further validate the model of evaluation influence (Mark & Henry, 2004) is recommended.
URI: http://hdl.handle.net/1820/8087
Appears in Collections:MSc Management Science

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