University of Twente Student Theses
Towards integral capacity managed disability care : Integral capacity management in the behavioural scientific outpatient clinics of ‘s Heeren Loo
Woudenberg, J.E. (2025) Towards integral capacity managed disability care : Integral capacity management in the behavioural scientific outpatient clinics of ‘s Heeren Loo.
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| Abstract: | Background: 's Heeren Loo is a disability care organisation. They offer behavioural scientific care in their thirty-three outpatient clinics. This research focuses on their behavioural scientific outpatient clinics. With their current management strategy, they are not able to offer acceptable access times for their clients, nor maintain a financially healthy organisation. Therefore, ‘s Heeren Loo must rethink the organisation and business administration of their outpatient clinics. To this end, they started a program to promote their outpatient clinics. It contributes to the three promises of ‘s Heeren Loo: a good life for clients, attractive work for staff, and a healthy and sustainable organisation. Deploying integral capacity management is a component of this program. Objective: The aim of this study is to contribute to the sustainable organisation of outpatient behavioural scientific care within 's Heeren Loo by designing a proposal for the implementation of integral capacity management. Methods: We answer eight research questions in this report. We follow the methodology of the managerial problem-solving approach, because the phases of this approach correspond with the questions posed. Methods we use in this study encompass exploratory field research, literature review, data analysis and stakeholder consultation. Results The main finding of this study is that the behavioural scientific outpatient clinics of 's Heeren Loo currently fail to collect sufficient reliable data. Analysis of the available data reveals shows variability in treatment across several outpatient clinics that exceed norms that have been established by ‘s Heeren Loo. Due to the lack of reliable data, we are currently unable to reduce the variability, which is the first step of integral capacity management. Our research shows that management of the behavioural scientific outpatient clinics currently do employ integral capacity management activities. However, mainly tactical medical and resource capacity activities are currently lacking. Moreover, decisions are currently not taken in an integral manner, but within their own managerial domain. Integral capacity management relies on a solid performance management system. This is necessary to make and evaluate data-driven decisions. Currently, the outpatient clinics collect mainly financial data. Based on literature, we propose an expansion of their performance management system Conclusions: Our first conclusion is that ‘s Heeren Loo currently fails to collect sufficient reliable data. Our second conclusion is that the outpatient clinics employ few tactical medical and resource capacity activities, and decisions are not made in an integral way but rather within their own managerial department. Our third conclusion is that the current performance management system at the outpatient clinics of ‘s Heeren Loo gathers mainly financial information. With this limited information, management of the outpatient clinics is not able to evaluate organisational performance based on their three core promises. Our fourth conclusion is that variability in care delivery at the behavioural outpatient clinics exists, and exceeds standards that have been established by ‘s Heeren Loo. |
| Item Type: | Essay (Master) |
| Clients: | 's Heeren Loo, Amersfoort, Nederland |
| Faculty: | TNW: Science and Technology |
| Programme: | Health Sciences MSc (66851) |
| Link to this item: | https://purl.utwente.nl/essays/106386 |
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