Abstract
The study aims to examine the impact of the frequency and uncertainty of organizational change on Street Level Bureaucrats’ (SLBs) Public Service Motivation (PSM), their perception of Public Value aspirations and the delivery of high quality proactive clinical care (QPCC).
The method involves structural equation modelling of surveys from 259 healthcare professionals (doctors, nurses and allied health) collected at two points of time with a 4 week gap.
The results show first only a small but significant impact of the frequency and uncertainty of organizational change on SLBs’ PSM: second, the variance of PSM and PV aspirations accounted for almost a third of SLBs’ delivery of high quality proactive clinical care (QPCC). The findings are likely best explained using SLB and professional lens that theorize that values and beliefs inform their behaviours in delivering services to patients and clients.
The contribution of the paper is that it addresses gaps identified in public scholarship about the drivers of SLBs’ behaviour in service delivery post the Covid-19 crisis.