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Attuning to Clients

In: Organizational Innovation by Integrating Simplification

Author

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  • Sharda S. Nandram

    (Praan Solutions)

Abstract

In this chapter we will explain how attunement to the client occurs at Buurtzorg. A main enabling process in the approach to the clients is the assessment of their capabilities while trying to empower them to become independent as soon as possible. The client’s context is being assessed as well by considering the roles played by significant others such as family members, friends, neighbors and volunteers. In cases where social ties (significant others such as family, partner, neighbor) could be involved to realize a speedy recovery of the client, yet with low complexity, they are integrated as important stakeholders. Just intending a client focus by considering the whole situation of the client is not enough. It should be perceived as the main purpose at all levels of the organization. Rather than considering the client as a sick person or a person who needs help, the client is perceived as a person with capabilities; as a person, with significant others around him; and as a person with certain belief systems. Figure 4.1 gives an overview of the main stakeholders in the process of attuning to the client.

Suggested Citation

  • Sharda S. Nandram, 2015. "Attuning to Clients," Management for Professionals, in: Organizational Innovation by Integrating Simplification, edition 127, chapter 4, pages 45-64, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-319-11725-6_4
    DOI: 10.1007/978-3-319-11725-6_4
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