Privatisering - en studie om hur personalen upplever en förändringsprocess inom vårdsektorn

Over the past decade there have been major changes within the Swedish healthcare sector, one of the more important ones being the privatization of public healthcare. This study focuses on healthcare for the elderly and analyses how employees have experienced the privatization and how they have adapted to new discourses. The discourse change from patient to costumer is of central importance to this study. Other key concepts in this thesis are the creation of value, quality, communication, power structures and roles. This study is conducted with a qualitative interview technique and the results are based on interviews with employees in both public and private healthcare, as well as with employees from a unit under privatization. The conclusions presented in this study are that in the transformation from public to private regime it takes time to implement new routines and to change the way employees perceive their patients/customers. Many different factors are involved in value making such as the caretakers, relatives, doctors, suppliers and the customer herself. For an organization to successfully carry through change communication is a key concept. Key Words: customer, discourse, managing change, patient, value