Towards a stakeholder methodology: experiences from public eldercare

Abstract

Purpose

The purpose of this paper is to trace the development of a methodology for identification of stakeholders, their demands, wants and expectations.

Design/methodology/approach

Within the public eldercare, data were collected by means of participant observations to assess the methodology under development and to explore the stakeholder view within public eldercare.

Findings

In public eldercare, the customer focus is often emphasised, but not always apparent. Nursing staff have the responsibility to give patients the right care. However, these customers often have to be satisfied subject to meeting demands from relatives, management and society, just to mention a few of the other potential stakeholders. Indeed, nurses have diverging views of who the stakeholders are and also find it problematic to prioritize between stakeholders' interests. The findings include a stakeholder methodology, which suggests steps for identification of stakeholders and stakeholders' demands, wants and expectations on an individual employee level as well as steps for group discussions concerning how to achieve a common view and balance different interests on an organizational level.

Research limitation/implications

The implications of the findings are mainly valid for the Swedish public eldercare. However, both experiences and the stakeholder methodology should be valuable both for other public and private organisations.

Originality/value

The study might stimulate the debate on the somewhat controversial customer focus in public eldercare. It explores the suitability of stakeholder theory on an individual level and presents a tentative stakeholder methodology.

Citation

Wreder, Å., Johansson, P. and Garvare, R. (2009), "Towards a stakeholder methodology: experiences from public eldercare", The TQM Journal, Vol. 21 No. 2, pp. 194-202. https://doi.org/10.1108/17542730910938173