University of Twente Student Theses
Challenges of stakeholder communication for developing organizational resilience : the case of Dutch pharmacies
Bakhuis, J.J. (2019) Challenges of stakeholder communication for developing organizational resilience : the case of Dutch pharmacies.
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| Abstract: | Resilience has become vital for organizations in today’s rapidly changing world and stakeholder communication can contribute to the development of organizational resilience. Contemporary pharmacies need to be resilient because of the increasingly complex, opaque and unpredictable environment in which they operate. This thesis aims to gain an insight in the challenges of stakeholder communication for developing organizational resilience in Dutch pharmacies. The corresponding research question of this thesis is: “what are the challenges of stakeholder communication for developing organizational resilience in Dutch pharmacies?” Twelve semi-structured interviews were conducted with Dutch pharmacists. In the Dutch context, preference policy and medication shortages are the main issues that require pharmacies to be resilient. Furthermore, patients, prescribers and health care insurers were identified as the main stakeholders. The findings of this thesis suggest that overall Dutch pharmacists consider their pharmacy to be resilient. The following challenges in the process of stakeholder communication for developing organizational resilience in the context of preference policy were identified: timely communication with insurers, communication with dissatisfied patients, lack of knowledge from patients about the pharmacy’s role and the lack of communication from insurers about preference policy. More specifically, in the communication with patients the following challenges were identified: maintaining good communication, increasing assertiveness and demands from patients and the different needs regarding communication within the patient group. No challenges were found in the communication with prescribers in the context of preference policy. In the communication with insurers the following challenges were identified: dominant position and communication from insurers, unpredictable and uncertain communication and actions, and lack of communication or very limited communication. The following challenges in the process of stakeholder communication for developing organizational resilience in the context of medication shortages were identified: increasing amount of communication with prescribers that is necessary to remain resilient and lack of understanding, appreciation and acknowledgement of stakeholders. More specifically, in the communication with patients the following challenges were identified: lack of understanding about medication shortages and the role of the pharmacy and the subsequent increasing amount of time and effort is needed to communicate with patients. In the communication with prescribers the following challenges were identified: communicating with frustrated prescribers and increasing amount of time and effort needed to communicate with prescribers to remain resilient. Finally, the main challenge in the communication with insurers concerns communication about reimbursements. |
| Item Type: | Essay (Master) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 85 business administration, organizational science |
| Programme: | Business Administration MSc (60644) |
| Link to this item: | https://purl.utwente.nl/essays/79411 |
| Export this item as: | BibTeX EndNote HTML Citation Reference Manager |
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