Complexity and opacity of auxiliary tasks in work processes: a comparative ethnographic approach in two hospital services
Abstract
In the article, two auxiliary work processes in a hospital are analysed; namely, the administrative work in the out-patients department and the work in the sterilisation service. The analysis focuses on two aspects. The first one refers to complexity produced by the degree of interactive work in work processes. The second one refers to opacity or invisibility of work and competencies necessary to accomplish it. Data has been obtained using an ethnographic approach, combining the use of observations and semi-directed interviews. The analysis develops reviewing descriptively and interpretatively each work process and deploying comparative reflections among them. The article finishes with conclusions related to the particular characteristics that auxiliary tasks have for workers and the organisation itself.
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