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Table 2 Interview protocol

From: Developing and implementing a service charter for an integrated regional stroke service: an exploratory case study

  5 steering committee members and 5 taskforce members (10 interviews) Chain coordinator (1 interview) Support on patient research (1 interview)
A. The organization
1 Which part(s) of the organization are involved in the service charter x   
2 How many employees are working here? x   
B. Development and implementation of service charter
1 How was the service charter developed on the chain level? What was the process? x x x
2 How has the service charter been developed and implemented in your organization? x   
3 What were the goals in implementing a service charter? x x x
C. Enablers for the effective implementation in your organization. If you look back…
1 What went well during the implementation in your organization? x   
2 What would you have done differently? x   
3 What were the most important enablers of effective implementation in your organization? x   
4 Imagine that another organization wanting to implement a service charter asks for your advice, what must it have in place in order to implement it effectively? x   
D. Enablers for the effective implementation for the whole chain. If you look back…
1 What went well during the implementation in the whole chain? x x x
2 What would you have done differently? x x x
3 What are the most important enablers of effective implementation on the chain level? x x x
4 Imagine that another organization wanting to implement a service charter asks for your advice, what must it have in place in order to implement it effectively? x x x
  1. This is the interview protocol used for the twelve interviews. The last three columns indicate (with an X) which questions were asked to which categories of interviewee.
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