Organization development interventions for the management of the Government pharmaceutical services.

Abstract

Civil Service Reform is high on the Government's agenda. Efforts to improve the quality of service and public service efficiency are numerous. The Government Pharmaceutical Service is by no means an exception. Efforts, including computerisation, the Ward Pharmacy Project and Organisation Change Interventions, are proof of this influence. Through a questionnaire supported by a number of depth interviews, the study seeks to outline the present organisation structure and its internal environment in terms of organisation processes, communication and coordination. Effort to identify the entity of prevailing forces for or against a number of possible organisation changes and development interventions was made. Results obtained uncovered a highly bureaucratic organisation emphasised by a rigid structure and chain of command running from top to bottom. Fragmentation, lack of coordination and cooperation, limited horizontal and upward communication as well as low motivation were all encountered and identified as internal forces limiting service efficiency and effectiveness. On the other hand, a number of untapped resources were identified, in the form of available Human Resources and the extensive internal Communication Network. Recognising a positive attitude by Pharmacists towards team membership and identifying their optimistic perception to the efficacy of teams in improving efficiency and effectiveness, the study provides support for an Organisation Development intervention based on team building. Creation of teams within all levels of hierarchy supported with a decentralised, flatter and delegating environment was identified as a means of creating the desired progress towards reaching the long-term goal of improved service quality and efficiency. Introduction of Management by Objectives was seen as a feasable Method for promoting, ensuring and evaluating intervention progress and efficacy in reaching its goals.