Agency Action: Introducing Control and Flexibility

There is a healthy tension between standard work, which is controlled, and flexible work. Standardization of processes that improve quality and safety is good for patients. Flexible work in other areas is good for employees’ mental and physical health. Executed properly, standard and flexible work can be complementary. In a collaborative environment, leaders and organizations create increased flexibility for health care professionals when they focus more on outcomes than on specific processes. How decisions are made at all levels of the organization substantially determines the degree of control and flexibility in the workplace.