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Ethnographic reflections on access to care services
Journal of Organizational Ethnography Pub Date : 2019-10-14 , DOI: 10.1108/joe-12-2017-0064
Jeppe Oute , Bagga Bjerge

Purpose The purpose of this paper is twofold: to explore how gatekeepers’ ways of regulating the researchers’ access to knowledge in/about care services reflect the systemic and interpersonal values that inform Danish welfare systems’ daily workings at the street level; and also explore how the authors’ methodological experiences mirror the value-informed regulatory strategies that professionals and users themselves experience in their daily encounters in the same local practices that the authors have studied. Design/methodology/approach The paper takes its empirical point of departure in a multisited ethnographic field study of the management of citizens with complex problems in Danish welfare systems. Findings By means of Michael Lipsky’s outline of access regulation, the authors will analyze the following regulatory strategies that are identified during the fieldwork: “Gatekeepers’ sympathy and creaming,” “Queuing and delay,” and ‘Withdrawal of consent and “no resources.” The paper suggests that trust, shared goals and sympathy seem to be key to the process of getting access. Originality/value Despite principles of neutrality, equal rights and access to services in welfare systems, the authors’ experiences thus tend to support other research within bureaucratic and care organizations, which has found that interpersonal relations, sympathy, dislikes, norms and values, etc., can heavily influence timely access to services, tailored information and support.

中文翻译:

关于获得护理服务的人种学思考

目的本文的目的是双重的:探讨看门人如何调节研究人员在护理服务中/有关护理知识的获取方式,如何反映出系统和人际价值,这些价值和信息价值是丹麦福利系统在街道一级的日常工作;并探讨作者的方法论经验如何反映专业人士和用户自己在日常接触中所体验的价值知情的监管策略,这些策略与作者研究的相同本地实践相同。设计/方法/方法本文在多点民族志实地研究中探讨了其经验出发点,该研究对丹麦福利系统中具有复杂问题的公民进行管理。调查结果通过Michael Lipsky的访问规则概述,作者将分析在野外工作中确定的以下监管策略:“门卫的同情和欺骗”,“排队和延误”以及“撤回同意和“没有资源”。该论文表明,信任,共同目标和同情心似乎是获得访问过程的关键。原创性/价值尽管有中立性原则,平等权利和在福利体系中获得服务的权利,作者的经历因此倾向于支持官僚机构和护理组织内的其他研究,该研究发现人际关系,同情,厌恶,规范和价值观等。会严重影响及时获得服务,量身定制的信息和支持的机会。该论文表明,信任,共同的目标和同情心似乎是获得访问过程的关键。原创性/价值尽管有中立性原则,平等权利和在福利体系中获得服务的权利,作者的经历因此倾向于支持官僚机构和护理组织内的其他研究,该研究发现人际关系,同情,厌恶,规范和价值观等。会严重影响及时获得服务,量身定制的信息和支持的机会。该论文表明,信任,共同的目标和同情心似乎是获得访问过程的关键。原创性/价值尽管有中立性原则,平等权利和在福利体系中获得服务的权利,作者的经历因此倾向于支持官僚机构和医疗机构中的其他研究,该研究发现人际关系,同情,厌恶,规范和价值观等。会严重影响及时获得服务,量身定制的信息和支持的机会。
更新日期:2019-10-14
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