2. Lecture of Irma Harmelink Position: Chairman of the board of Directors of ZorgAccent Work field:Home Care (62 teams, 2,600 clients) Residential Care (about 700 residents) Daytime Activities Participating in:Naviva Kraamzorg (maternal care) Owner of:two companies in household care, turnover € 90 million in Northwest Twente (East Netherlands) Almelo, January 27 th 2016

3. What problems did we face? many different caregivers frequented the clients departure of nurses / teams inconvenience of internal and external bureaucracy care was cut up financially not tenable

4. Viewpoint: simple organisation of people oriented care small teams of (district)nurses and caretakers in the neighbourhood close cooperation with other caregivers in the community independent supported by modern ICT

6. Implement new technique a.o. oriented on: customization creation of care independency for clients revaluation of care professionals

7. Strong in care and in the community stimulating care independency support of social system around clients use of possibilities in the community / neighbourhood cooperation with general practitioners cooperation with welfare and volunteers

8. The essence the relationship between caregiver and client give back profession to caregivers ‘What does a team need to provide good care’ optimum facilities as simple as possible satisfied clients, satisfied employees and satisfied general practitioners

10. Starting point of neigbourhood oriented work the team is responsible for the complete care process small self-managing teams (12-15 employees) in the neighbourhood (district)nurses and caretakers coaching instead of managing

11. a facilitating and supporting organisation procedures as less as possible and as simple as possible practical solutions smart back office for ICT stimulation of self control and self-reliance Starting point of neigbourhood oriented work

12. Approach 6 pilot teams in ‘Green Pastures’ neighbourhood-oriented and self-managing the support in the ‘Green Pasture’ existing management is not included in the transition

14. Situation in 2014 all teams in home care work neighbourhood-oriented (about 700 employees) the Neighbourhood Service Centre has been established 4 coaches, since 2013 3 coaches each coach 12 teams 1 manager Home Care

15. Situation in 2014 everyone in Home Care works with the software programme ‘ZorgAccentWeb’ the company is financially healthy customer satisfaction is high the average cost of care per client is low greater ability to solve problems and innovate

17. Residential care as of May 2014 all the teams in residential care are working small scale and self managing similar positive results

18. viewpoint being supported on central level of the company: leaders are communicating the viewpoint very consistently and considerately; persistence and time; be pure in the doctrine, but flexible in the implementation; Important aspects to make the change

19. create as much room as possible for participation and contradiction, but be clear about what is established in strategy and design; concentrate on the people that want to participate and don’t persist in the opponents.

21. Do you have any questions?