Sector: Social profit
Zorgbedrijf Antwerpen (ZBA) is part of a group of Antwerp companies that provide an extensive range of care services to senior citizens.
Client requirement
ZBA was facing challenges relating to manageable work pressure and employee satisfaction as well as growing competition, client demand for better services, government funding reviews and a shortage in the labour market affecting profiles such as nursing, physiotherapy and healthcare professionals. They consequently asked us to join forces with them in order to work out an innovative care model for residential care centres (RCCs) based on, for example, the operating model of their own outpatient care services and the working principles of lean and alternative organisation.
Approach
- Through intensive two-day sessions with key employees from various ZBA entities, we jointly determined the need for the objectives, advantages and possible drawbacks/issues associated with a new care model.
- We then worked out a work plan with a smaller group intended for one residential care centre, which would act as a testing ground.
- Through tailor-made introductory training courses on the principles of innovative work organisation and 'lean applied to care', as well as exchanges of experience with other RCCs in Flanders, confidence in the chosen direction was strengthened amongst key employees of the RCC in question.
- We then supported ZBA with the formulation of new working methods in the primary and subordinate processes, the required changes in leadership style, the new team roles and the collaborative culture.
Results
- The implementation of the model is ongoing and is systematically adjusted and refined.
- Following the test phase in the pilot RCC, implementation in the remaining 18 RCCs is now being worked out.
- Satisfaction among residents and employees has already increased, despite often drastic changes in employee tasks and roles.
Moore Expertise
Having defined an exciting project ambition recognised by all employees, the redesign of the organisation is used to create scope for employees to join in the decision-making and organisation process, through inspiring leadership. These activities are implemented via sounding board sessions, process mapping, co-creation workshops & training courses.