واکاوی مولفه‌های بروز تعارض در صلاحدیدهای رفتاری بروکرات‌های سطح خیابان با خط‌مشی‌‌های سازمانی (مورد مطالعه: مرکز اورژانس پیش بیمارستانی و مدیریت حوادث استان گیلان)
محورهای موضوعی : مطالعات توسعه اجتماعی ایران
1 - دکترای مدیریت دولتی، خطمشی‌گذاری و تصمیم‌گیری عمومی، دانشکده اقتصاد، مدیریت و علوم اداری دانشگاه سمنان، سمنان، ایران
کلید واژه: اورژانس پیشبیمارستانی, صلاحدید رفتاری, خطمشی, بوروکرات سطح خیابان,
چکیده مقاله :
بوروکرات های سطح خیابان سازندگان اصلی خط مشی ها محسوب می‌شوند به گونه‌ای که می توانند موجب بهبود و ارتقاء کیفیت خدمات شوند و یا تولید نارضایتی اجتماعی نمایند. در این پژوهش تلاش شده است تا مولفه های بروز تعارض بین رفتار بوروکرات های سطح خیابان با خط مشی های سازمانی اورژانس پیش بیمارستانی بررسی و شناسایی گردد. پژوهش حاضر از نظر هدف کاربردی بوده که با رویکرد کیفی و روش تحلیل مضمون اجرا شده است. برای جمع آوری داده‌ها ضمن بهره‌گیری از روش مطالعات کتابخانه‌ای، با 19 نفر از کارشناسان و دست‌اندرکاران نظام سلامت، مصاحبه‌های نیمه ساختاریافته انجام و داده‌های پژوهش با الگوی براون و کلارک تحلیل گردید. نتایج پژوهش در پنج بعد شامل تاثیر ویژگی های فردی، عوامل سازمانی، شرایط ماموریت، بسترهای محیطی و خصوصیات مقاصد درمانی احصاء گردید. به دلیل اهمیت نقش مهارت و دانش کارشناسان اورژانس پیش بیمارستانی در نجات جان انسان ها، نتیجه تعارض بین صلاحدید مجریان با خط مشی های سازمانی همانند شمشیر دو لبه بوده و می تواند موجب اثربخشی اجرای خط مشی ها و یا ناکارآمدی آنها گردد. حمایت از آزادی عمل در شرایط اضطراری موجب تصمیم گیری راحت تر مجریان از نظر حمایت ها و تبعات قانونی تصمیم می شود.
Street-level bureaucrats are considered the main makers of policies in such a way that they canimprove and upgrade the quality of services or generate social dissatisfaction. In this research, an attempt hasbeen made to investigate and identify the components of conflict between the behavior of street-level bureaucratsand the organizational policies of pre-hospital emergency. The current research is applied in terms of purpose,which was implemented with a qualitative approach and thematic analysis method. In order to collect data,while using the method of library studies, semi-structured interviews were conducted with 19 experts andpractitioners of the health system, and the research data were analyzed using the "Brown and Clark" model. Theresearch results were calculated in five dimensions, including "influence of individual characteristics","organizational factors", "mission conditions", "environmental settings" and "characteristics of therapeuticpurposes". Due to the importance of the skill and knowledge of pre-hospital emergency experts in saving humanlives, the result of the conflict between the executives' discretion and the organizational policies is like a doubleedged sword and can make the implementation of the policy more effective. or their inefficiency. Supportingfreedom of action in emergency situations leads to easier decision-making by executives in terms of protectionsand legal consequences.
Abbaspour S, SABBAGI M, Tatari M. The Assessment of Clinical Equipment of Emergency Medical Services in Torbat Heydariyeh University of Medical Sciences in 2016. Iranian Journal of Emergncy Care 2017; 1:1-8 [Persian]
Alden, S. (2015) Discretion on the frontline: The street level bureaucrat in english statutory homelessness services. Social Policy and Society, 14 (1). pp. 63-77. ISSN 1474-7464 https://doi.org/10.1017/S1474746414000402
Amin Sarmi Nozer. (2016). Qualitative research methodology. Tehran: Amin University of Police Sciences. [Persian]
Bartels, K. P. (2013). Public encounters: The history and future of face to face contact between public professionals and citizens. Public Administration, 91(2), 469-483.
Baviskar, S., & Winter, S. C. (2017). Street-level bureaucrats as individual policymakers: The relationship between attitudes and coping behavior toward vulnerable children and youth. International. Public Management Journal, 20(2), 316-353
Borrelli, L. M. (2021). Encounters of Despair: Street-Level Bureaucrat and Migrant Interactions in Sweden and Switzerland. Anthropologica, 63(1), 1-28.
Bøtker MT, Jacobsen L, Rudolph SS, Knudsen L. The role of point of care ultrasound in prehospital critical care: a systematic review. Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine 2018;26:1-14
Braun V. & Clarke V. Using thematic analysis in psychology. Qualitative research in psychology. 2006; 3(2): 77-101.
Danaei Fard Hasan, Golwardi Mehdi, Molavi Zeinab (2017). The role of administrative freedom of bureaucrats in the willingness to implement public policies. Iranian Journal of Management Sciences, 13th year, number 49, page 63-76[Persian]
Eriksson, E., & Johansson, K. (2022). Street-level bureaucrat in the introduction programme–client-centred and authority-centred strategies to handle challenging working conditions. Nordic Social Work Research, 12(5), 698-715.
Evans, Tony.2011." Professionals, Managers and Discretion: Critiquing Street-Level Bureaucracy " British Journal of Social Work. 41:368–386
Ghasemi Hamid, Adib Fereshte and others (1400). Research reference. Tehran: Andisheh Ara Publications. [Persian]
Golafshani Nahid, Mozafari Zainab. (1385). Validity and reliability in qualitative research. Farda Management, Vol. 13-14, No. 4, 42-33[Persian]
Gorji A. Sanctions against Iran: The Impact on Health Services. Iranian Journal of Public Health 2014;43:381-382.
Hall, M., & Hampden-Thompson, G. (2022). The teacher as street-level bureaucrat: science teacher’s discretionary decision-making in a time of reform. International Journal of Science Education, 44(6), 980-999.
Heemskerk JL, Domingo RA, Tawk RG, VivasBuitrago TG, Huang JF, Rogers A, et al. Time Is Brain: Prehospital Emergency Medical Services Response Times for Suspected Stroke and Effects of Prehospital Interventions. Mayo Clinic Proceedings 2021;96:1446-57
Heidari M, Shahbazi S. Assessment of Emergency Medical Services (EMS) staff’s knowledge and practice about principles and equipment used for patient handling in EMS centres of Isfahan province. Journal of Research Development in Nursing and Midwifery 2015;12:111-7 [Persian]
Hughes, A., & Condon, L. (2016). Street-level bureaucracy and policy implementation in community public health nursing: a qualitative study of the experiences of student and novice health visitors. Primary health care research & development, 17(6), 586-598.
Hupe, P. (2013). Dimensions of discretion: specifying the object of street-level bureaucracy research. Der moderne staat–Zeitschrift für Public Policy, Recht und Management, 6(2), 425-440.
Hupe, P., Hill, M., & Buffat, A. (Eds.). (2016). Understanding street-level bureaucracy. Policy Press.
Kørnøv, L., Zhang, J., & Christensen, P. (2015). The influence of street level bureaucracy on the implementation of Strategic Environmental Assessment. Journal of Environmental Planning and Management, 58(4), 598-615.
Keulemans, S., & Groeneveld, S. (2020). Supervisory leadership at the frontlines: Street-level discretion, supervisor influence, and street-level bureaucrats’ attitude towards clients. Journal of Public Administration Research and Theory, 30(2), 307-323.
Kelly Marisa. 1994. "Theories of Justice and Street-Level Discretion”. J-PART. 4, 2: 119- 140.
Khanifar Hossein, Muslim Nahid (1401). Principles and basics of qualitative research methods, a new and applied approach. Tehran: Negha Danesh. [Persian]
Lipsky, Michael. 1980. Street-Level Bureaucracy: Dilemmas of the Individual in Public Services. New York: Russell Sage Foundation
Loyens, Kim, and Jeroen Maesschalck, 2010, Toward a Theoretical Framework for Ethical Decision Making of Street-Level Bureaucracy: Existing Models Reconsidered, Administration & Society, vol 42, no1:66– 100.
Lotta, Gabriela; Rocha Coelho Pires, Roberto.(2019). Street-level bureaucracy research and social inequality ,In book: Street-Level Bureaucracy: The Ground Floor of Government in Contex
Luthfia, A. R., & Alkhajar, E. N. S. (2020, August). Street-Level Bureaucrat as Policy Implementation Spearhead. In CONVASH 2019: Proceedings of the 1st Conference of Visual Art, Design, and Social Humanities by Faculty of Art and Design, CONVASH 2019, 2 November 2019, Surakarta, Central Java, Indonesia (p. 319). European Alliance for Innovation.
Maynard-Moody, Steven, and Shannon Portillo. 2010. “Street-Level Bureaucratic Theory.” In The Oxford Handbook of American Bureaucracy, edited by Robert Durant. New York: Oxford Univ. Press
Meyers, M. K., & Vorsanger, S. (2003). Street-level bureaucrats and the implementation of public policy. In B. G. Peters & J. Pierre (Eds.), Handbook of public administration (pp. 245-255). London, UK: Sage
Maynard‐Moody, S., & Musheno, M. (2012). Social equities and inequities in practice: Street‐Level workers as agents and pragmatists. Public Administration Review, 72(1), 516-523.
Musheno, M., & Maynard-Moody, S. (2015). Playing the rules: Discretion in social and policy context. Understanding street-level bureaucracy, 169-86
Nahadi, Hadi, Moradi Siahkali, Javad and Hosseini, Seyed Mohammad. (2020). Investigating the causes of organizational anger in street level bureaucrats (Case study: Rural Cooperative Organization of Qom Province). Interdisciplinary studies of strategic knowledge, 10(38), 382-359. [Persian]
Nasr Esfahani, Gholamreza, Pradeyan Akbar, Sharifi, Saeed. (1401). Designing the discretionary model of street-level bureaucrats in the implementation of policies (case study: General Department of Economic Affairs and Finance of Isfahan province). Iranian Political Sociology Monthly, 5(12), 2396-2405. [Persian]
Nielson, Vibeke L. 2006. “Are Street-Level Bureaucrats Compelled or Enticed to Cope?” Public Administration 84: 861–89
Planoclark Wiki.L, Creswell John.W (1401). Research Methodology. Translated by Mehdi Wafaizadeh. Tehran: Zarin Andishmand Publishing. [Persian]
Scott Patrick G. 1997. "Assessing Determinants of Bureaucratic Discretion: An Experiment in StreetLevel Decision Making" .J-PART. 7, 1: 35-57
Sabouri E, NADERI MM, Saburie O, Mohammadi Y, Tavakkoli F. The evaluation of prehospital emergency performance indicators in Birjand, 2015. Iranian Journal of Emergncy Care 2017;1:61-8 [Persian]
Sheikh Baklo, Sara, Danesh Fard, Karam Elah, and Toloui Ashlaghi, Abbas. (2018). Pathology of the system of street level squares in the social development of the public sector. Iranian Social Development Studies, 10(4), 109-122. [Persian]
Sornalingam ,Sangeetha; O'Donnell ,Kate.(2015). Street-level bureaucracy: An underused theoretical model for general practice? British Journal of General Practice 65)636(:376-7
Siahkali Moradi, Tahmasabi, and Hamidizadeh. (2019). Understanding the role of street-level bureaucrats in the interpretation and implementation of public policies: a study of selected traffic laws of Iran. Public Policy, 5(2), 119-142[Persian]
Tummers, L., & Bekkers, V. (2014). Policy implementation, street-level bureaucracy, and the importance of discretion. Public Management Review, 16(4), 527-547.
Tummers, L. (2013). Policy alienation and the power of professionals: Confronting new policies. Edward Elgar Publishing.
Vega, A., Chiasson, M., & Brown, D. (2013). Understanding the causes of informal and formal discretion in the delivery of enterprise policies: a multiple case study. Environment and Planning C: Government and Policy, 31(1), 102-118.
Zeraatchi A, Rostami B, Rostami A. Time indices of emergency medical services; A crosssectional study. Iranian Journal of Emergency Medicine 2018;5:1-8 [Persian]
Zedekia, S. (2017). Street Level Bureaucrats as the Ultimate Policy Makers. Journal of Political Sciences & Public Affairs, 5(4): 1-6.
_||_Abbaspour S, SABBAGI M, Tatari M. The Assessment of Clinical Equipment of Emergency Medical Services in Torbat Heydariyeh University of Medical Sciences in 2016. Iranian Journal of Emergncy Care 2017; 1:1-8 [Persian]
Alden, S. (2015) Discretion on the frontline: The street level bureaucrat in english statutory homelessness services. Social Policy and Society, 14 (1). pp. 63-77. ISSN 1474-7464 https://doi.org/10.1017/S1474746414000402
Amin Sarmi Nozer. (2016). Qualitative research methodology. Tehran: Amin University of Police Sciences. [Persian]
Bartels, K. P. (2013). Public encounters: The history and future of face to face contact between public professionals and citizens. Public Administration, 91(2), 469-483.
Baviskar, S., & Winter, S. C. (2017). Street-level bureaucrats as individual policymakers: The relationship between attitudes and coping behavior toward vulnerable children and youth. International. Public Management Journal, 20(2), 316-353
Borrelli, L. M. (2021). Encounters of Despair: Street-Level Bureaucrat and Migrant Interactions in Sweden and Switzerland. Anthropologica, 63(1), 1-28.
Bøtker MT, Jacobsen L, Rudolph SS, Knudsen L. The role of point of care ultrasound in prehospital critical care: a systematic review. Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine 2018;26:1-14
Braun V. & Clarke V. Using thematic analysis in psychology. Qualitative research in psychology. 2006; 3(2): 77-101.
Danaei Fard Hasan, Golwardi Mehdi, Molavi Zeinab (2017). The role of administrative freedom of bureaucrats in the willingness to implement public policies. Iranian Journal of Management Sciences, 13th year, number 49, page 63-76[Persian]
Eriksson, E., & Johansson, K. (2022). Street-level bureaucrat in the introduction programme–client-centred and authority-centred strategies to handle challenging working conditions. Nordic Social Work Research, 12(5), 698-715.
Evans, Tony.2011." Professionals, Managers and Discretion: Critiquing Street-Level Bureaucracy " British Journal of Social Work. 41:368–386
Ghasemi Hamid, Adib Fereshte and others (1400). Research reference. Tehran: Andisheh Ara Publications. [Persian]
Golafshani Nahid, Mozafari Zainab. (1385). Validity and reliability in qualitative research. Farda Management, Vol. 13-14, No. 4, 42-33[Persian]
Gorji A. Sanctions against Iran: The Impact on Health Services. Iranian Journal of Public Health 2014;43:381-382.
Hall, M., & Hampden-Thompson, G. (2022). The teacher as street-level bureaucrat: science teacher’s discretionary decision-making in a time of reform. International Journal of Science Education, 44(6), 980-999.
Heemskerk JL, Domingo RA, Tawk RG, VivasBuitrago TG, Huang JF, Rogers A, et al. Time Is Brain: Prehospital Emergency Medical Services Response Times for Suspected Stroke and Effects of Prehospital Interventions. Mayo Clinic Proceedings 2021;96:1446-57
Heidari M, Shahbazi S. Assessment of Emergency Medical Services (EMS) staff’s knowledge and practice about principles and equipment used for patient handling in EMS centres of Isfahan province. Journal of Research Development in Nursing and Midwifery 2015;12:111-7 [Persian]
Hughes, A., & Condon, L. (2016). Street-level bureaucracy and policy implementation in community public health nursing: a qualitative study of the experiences of student and novice health visitors. Primary health care research & development, 17(6), 586-598.
Hupe, P. (2013). Dimensions of discretion: specifying the object of street-level bureaucracy research. Der moderne staat–Zeitschrift für Public Policy, Recht und Management, 6(2), 425-440.
Hupe, P., Hill, M., & Buffat, A. (Eds.). (2016). Understanding street-level bureaucracy. Policy Press.
Kørnøv, L., Zhang, J., & Christensen, P. (2015). The influence of street level bureaucracy on the implementation of Strategic Environmental Assessment. Journal of Environmental Planning and Management, 58(4), 598-615.
Keulemans, S., & Groeneveld, S. (2020). Supervisory leadership at the frontlines: Street-level discretion, supervisor influence, and street-level bureaucrats’ attitude towards clients. Journal of Public Administration Research and Theory, 30(2), 307-323.
Kelly Marisa. 1994. "Theories of Justice and Street-Level Discretion”. J-PART. 4, 2: 119- 140.
Khanifar Hossein, Muslim Nahid (1401). Principles and basics of qualitative research methods, a new and applied approach. Tehran: Negha Danesh. [Persian]
Lipsky, Michael. 1980. Street-Level Bureaucracy: Dilemmas of the Individual in Public Services. New York: Russell Sage Foundation
Loyens, Kim, and Jeroen Maesschalck, 2010, Toward a Theoretical Framework for Ethical Decision Making of Street-Level Bureaucracy: Existing Models Reconsidered, Administration & Society, vol 42, no1:66– 100.
Lotta, Gabriela; Rocha Coelho Pires, Roberto.(2019). Street-level bureaucracy research and social inequality ,In book: Street-Level Bureaucracy: The Ground Floor of Government in Contex
Luthfia, A. R., & Alkhajar, E. N. S. (2020, August). Street-Level Bureaucrat as Policy Implementation Spearhead. In CONVASH 2019: Proceedings of the 1st Conference of Visual Art, Design, and Social Humanities by Faculty of Art and Design, CONVASH 2019, 2 November 2019, Surakarta, Central Java, Indonesia (p. 319). European Alliance for Innovation.
Maynard-Moody, Steven, and Shannon Portillo. 2010. “Street-Level Bureaucratic Theory.” In The Oxford Handbook of American Bureaucracy, edited by Robert Durant. New York: Oxford Univ. Press
Meyers, M. K., & Vorsanger, S. (2003). Street-level bureaucrats and the implementation of public policy. In B. G. Peters & J. Pierre (Eds.), Handbook of public administration (pp. 245-255). London, UK: Sage
Maynard‐Moody, S., & Musheno, M. (2012). Social equities and inequities in practice: Street‐Level workers as agents and pragmatists. Public Administration Review, 72(1), 516-523.
Musheno, M., & Maynard-Moody, S. (2015). Playing the rules: Discretion in social and policy context. Understanding street-level bureaucracy, 169-86
Nahadi, Hadi, Moradi Siahkali, Javad and Hosseini, Seyed Mohammad. (2020). Investigating the causes of organizational anger in street level bureaucrats (Case study: Rural Cooperative Organization of Qom Province). Interdisciplinary studies of strategic knowledge, 10(38), 382-359. [Persian]
Nasr Esfahani, Gholamreza, Pradeyan Akbar, Sharifi, Saeed. (1401). Designing the discretionary model of street-level bureaucrats in the implementation of policies (case study: General Department of Economic Affairs and Finance of Isfahan province). Iranian Political Sociology Monthly, 5(12), 2396-2405. [Persian]
Nielson, Vibeke L. 2006. “Are Street-Level Bureaucrats Compelled or Enticed to Cope?” Public Administration 84: 861–89
Planoclark Wiki.L, Creswell John.W (1401). Research Methodology. Translated by Mehdi Wafaizadeh. Tehran: Zarin Andishmand Publishing. [Persian]
Scott Patrick G. 1997. "Assessing Determinants of Bureaucratic Discretion: An Experiment in StreetLevel Decision Making" .J-PART. 7, 1: 35-57
Sabouri E, NADERI MM, Saburie O, Mohammadi Y, Tavakkoli F. The evaluation of prehospital emergency performance indicators in Birjand, 2015. Iranian Journal of Emergncy Care 2017;1:61-8 [Persian]
Sheikh Baklo, Sara, Danesh Fard, Karam Elah, and Toloui Ashlaghi, Abbas. (2018). Pathology of the system of street level squares in the social development of the public sector. Iranian Social Development Studies, 10(4), 109-122. [Persian]
Sornalingam ,Sangeetha; O'Donnell ,Kate.(2015). Street-level bureaucracy: An underused theoretical model for general practice? British Journal of General Practice 65)636(:376-7
Siahkali Moradi, Tahmasabi, and Hamidizadeh. (2019). Understanding the role of street-level bureaucrats in the interpretation and implementation of public policies: a study of selected traffic laws of Iran. Public Policy, 5(2), 119-142[Persian]
Tummers, L., & Bekkers, V. (2014). Policy implementation, street-level bureaucracy, and the importance of discretion. Public Management Review, 16(4), 527-547.
Tummers, L. (2013). Policy alienation and the power of professionals: Confronting new policies. Edward Elgar Publishing.
Vega, A., Chiasson, M., & Brown, D. (2013). Understanding the causes of informal and formal discretion in the delivery of enterprise policies: a multiple case study. Environment and Planning C: Government and Policy, 31(1), 102-118.
Zeraatchi A, Rostami B, Rostami A. Time indices of emergency medical services; A crosssectional study. Iranian Journal of Emergency Medicine 2018;5:1-8 [Persian]
Zedekia, S. (2017). Street Level Bureaucrats as the Ultimate Policy Makers. Journal of Political Sciences & Public Affairs, 5(4): 1-6.