Suggestions for Developing Public Service Logic through a Study of Interactive Value Formation

Figures & data

Table 1. Categorization of quotes from the empirical material

Interactive Value Formation	Value co-creation Being listened to, being asked, agreements		Value co-destruction Experiences of unpleasant employees, disagreements, having to complain, long processing time
Value-in-use	Increased value-in-use - Implementations of family carers’ suggestions - Further positive collaborations of implementations	Decreased value-in-use - Suggestions not being implemented	Increased value-in-use - Further interaction leading to implementation because of the family carers’ resources - Complaints leading to implementation - Family carers as co-recoverers	Decreased value-in-use - Family carers’ wishes are not implemented - Positive results regarding the end user is too demanding, leading to health issues for the family carer (co-recovering is too demanding)
Quotes	Leader of the Family Carer Centre: -You cannot only listen to me so that I can empty myself; rather discuss with me, […] and have an equal dialogue about the users’ best. FC A: -[…] then I talked to the allocation officer, and she said, “I’ll call on him”. When she said, “[end user’s name], you’ll do it, you’ll have three days”, [the user] said, “So you think so … .”. [The allocation officer said] “Yes, I think you should”. And then it was okay, yes, because he listened more to her. Because, if he is not activated, he just sits drowsy or sleeping. FC C: -It’s a very good dialogue. We are well received, and you really experience that they have seen the whole picture, understood the needs. At one point, we received even more than we expected and thought was possible. -I am a sort of promotor. [I] Make sure things happen, and we are in a dialogue and discussion FC D: -[…] They [the allocation office] know who I am; they know what I work with; and they sort of know that I know something about what you can claim. […] You need to have resources to have children with disabilities, I think … because if you don’t have that many resources, so … yes. Then things might drift a bit more […]. Then it’s a pity that no one embraces them. Because we are hunkering down somehow, but the ones that don’t have enough strength, that might have a bigger need for help, someone should knock at the door and say, “Hey you, we can offer this and that. What do you think? Do you need something?” (Family Carer D)	FC B: -What is … my complaint is that nothing happens”. FC A: -[I said] anyway, call me and tell me, because we don’t want him to come there and be alone. I thought, don’t call and nag them because they promised yesterday to call if he was moved.” - Then he called at three o’clock in the afternoon and said he was moved. And that was what we wanted to avoid. […] I will tell them at the ward that I don’t think it was good enough. Yes, I think so, it wasn’t good enough for me.	FC F: -[…] I wrote many letters, like, three letters, three rejections [came back] where it said that … the rejection, it was terrible … that it is not economically justifiable. Yes, it was so painful to read, as if you had applied for a loan and were rejected. I thought, this is how they measure people. It is A and B human beings we are talking about, that’s the feeling. […] I keep thinking that I couldn’t die now. That really hurts. (Family Carer F) -He got it [therapy] at last; he started in February, and it is every fortnight at a really nice psychologist’s. It’s very limited, but she has said, both her and the regular doctor, that they will not let him go before he receives an offer that will last because that is what I have tried to inform them that he needs. […] I am glad every time this support system is functioning; it is a great pleasure because I know that he can manage without me. - The support system that he has now, it has not come to count on a mountain. No one has said, “Yes, look, this is what you’re entitled to”. Sometimes I’ve got health problems. I’ve got high blood pressure … problems with sleep and … a lot of these things. FC E: -The problem in the housing service is that they can’t make the instructions to reach everybody [employees]. That is to say, they might reach everybody, but not everybody reads them and follows them”. -I have to make them [employees] do it [lead the resident]; that’s what I do much of the time. If not, no activities. -I bought a shorter couch for [the end user]. Some of them [the employees] thought that was cruel. It was because a few [employees] just sit down, and [the end user] just lies there. I am very much against it.	Leader of the Family Carer Centre: -We do hear about employees being incredibly supportive and listening to family carers, [and] seeing the benefits of collaborating, but they are, unfortunately, the exceptions. […] Once we sent out a request to the members on Facebook for examples of positive experiences with the support system, but we got none. FC B: - For at least two years, I have asked if I have to send a complaint to the county governor for them to listen and act. And I had to actually do it. […] But they had told the county governor that they would work for it, but they needed time, so that is what the governor answered, that “from the municipal letter it seems as [though] they will fulfil your demands”