Client Experience Research Articles

Supplemental Material for Client Experiences of Drama Therapy: A Systematic Review and Qualitative Meta-Analysis

Supplemental Material for Client Experiences of Drama Therapy: A Systematic Review and Qualitative Meta-Analysis

Role of Generative Artificial Intelligent In Indian Banking Sector: Challenges & Opportunities

Generative Al offers a considerable improvement over the traditional Al models which are mostly employed for classification or prediction tasks. In addition to supporting data augmentation in situations where data is scarce, it exhibits creativity in producing original text, images, or music. It also enables personalization to produce tailored content, greatly improving user experience and opening up new avenues for increased productivity for business and technology teams. Gen AI is completely changing the banking industry by producing content, mimicking human behavior, enhancing client interactions, offering real-time support, and increasing operational efficiency. Through deep learning algorithms, it improves client experiences, expedites procedures, and strengthens risk management. By putting ethical standards into place, encouraging openness, and guaranteeing data security and privacy, the sector can realize this potential. Banks are using generative artificial intelligence (AI) to solve persistent problems like fraud detection, fraud prevention, customer targeting, data summarization, enhancing conversational bots, and product integration. This technology can supply digital items through digital channels, increase data summarization, and improve user experience.

Person-centered abortion care in public health facilities across four regions of Ethiopia: a cross-sectional quantitative study of client experiences.

Ethiopia has made remarkable progress in expanding access to and provision of comprehensive abortion care. However, complications due to unsafe abortion persist. As efforts to increase quality of comprehensive abortion care continue, evaluating service quality is critical. Although "women-centered" abortion care is a central component of Ethiopia's technical guidelines for safe abortion, research has mostly focused on access to care, availability of services, and meeting clinical criteria, rather than examining service quality from abortion clients' perspectives. This study assesses the quality of comprehensive abortion care (CAC) in public health facilities, from clients' perspectives, in four regions of Ethiopia to examine how person-centered care differs based on facility and service characteristics. We conducted 1,870 client exit surveys in 2018 using structured questionnaires with women who received induced abortion or postabortion care services from 76 public health facilities across four regions: Tigray, Amhara, Oromia, and Southern Nations, Nationalities, and People's. We operationalized person-centered care by mapping 30 indicators of quality to five of the six domains in the Person-Centered Care Framework for Reproductive Health Equity developed by Sudhinaraset and colleagues (2017): dignity & respect; autonomy; communication & supportive care; trust, privacy, and confidentiality; and health facility environment. We calculated descriptive, bivariate, and multivariable statistics to examine associations between service characteristics and person-centered care. CAC clients reported high levels of person-centered care, with exceptionally positive experiences for outcomes in the dignity and respect and trust, privacy, and confidentiality domains. However, there was notable room for improving client experiences across three domains: autonomy, communication and supportive care, and health facility environment. Client-reported quality outcomes differed significantly by diagnosis (induced or postabortion care), region, health facility type, and procedure type. Clients in Amhara, clients at tertiary and primary hospitals, and clients who received postabortion care reported lower levels of person-centered care. The positive experiences reported by comprehensive abortion care clients bolster evidence of the impact of the Ethiopian government's strategy to increase abortion access in the public health sector. However, notable disparities exist for key subgroups, particularly those seeking postabortion care and people visiting tertiary and primary hospitals. Quality improvement efforts should concentrate on improving abortion clients' autonomy, communication and supportive care, and the health facility environment. The Ethiopian Ministry of Health and its partners must dedicate resources to improve postabortion care quality, integration of reproductive health services within CAC, and pain management for MA clients as vital interventions.

The Role of Purchase Behavior in Consumers' Intent to Revisit and Recommend Coffee Shops in Manila: A Mediation Analysis

The study investigates the influence of purchase behaviour on customers' intentions to revisit and recommend coffee shops in Manila, utilizing a mediation analysis. In light of coffee shops' growing significance as social and recreational venues, this study attempts to comprehend the all-encompassing experience that fosters patron loyalty. The study specifically examines how characteristics such as product, service, price, and physical environment quality influence consumer satisfaction and buying behaviour. These factors then influence consumers' inclination to recommend and return. We employed a causal quantitative research methodology to gather data from 235 customers of coffee shops located in Metro Manila through a structured survey. We used a structural equation modelling technique known as partial least squares (PLS-SEM) to examine the correlations between the variables. The results indicate that the quality of the product and the pricing significantly influence customer satisfaction and purchasing behaviour, two major factors that determine intents to return and recommend. However, there was no substantial direct effect of either physical environment or service quality on purchasing behaviour, indicating the possibility of other factors at play. The study emphasizes how crucial it is to uphold fair pricing policies and excellent standards for products in order to increase client loyalty. It also emphasizes how intricate client experiences may be and how important it is for coffee shops to concentrate on the whole experience rather than just their product lines. For coffee shop owners and managers looking to improve consumer advocacy and retention in a cutthroat industry, the findings offer insightful information.

A general framework for metaverse based on parallel computing and HPC

As virtual and actual universes merge inside the creating metaverse, requests have pointedly ascended for continuous, intuitive, and intense encounters. The ability of the metaverse to effectively analyze and render complicated links and information supplied by clients is critical for realizing that goal. These demanding computational demands are starting to be supported by parallel processing, and high-performance computing (HPC) is beyond uncertainty key to this domain. The integrative framework presented in this paper addresses the core challenges of inertness, flexibility, and ease of use while integrating equal registration into the metaverse. The system enables prompt handling of client actions and quick response times by distributing calculations over multiple processors, which is essential for the seamless client experience. It also manages the vast amount of metaverse material and interactions as well as the various data processing needs. The paper looks at intrinsic equal processing difficulties in this unique climate, including creating versatile and energy-effective equal calculations that consider load adjusting and asset designation. It features the need to democratize equal figuring assets to produce metaverse extension while accentuating the significance of information protection and security conventions in multi-client settings. The cooperative energy between metaverse development and equal registering progressions vows to push limits, empowering remarkable degrees of virtual submersion and collaboration.

Supporting care providers through a holistic telehealth intervention: a mixed methods evaluation of the Integrative Touch TeleWellness program

ABSTRACT To address the needs of frontline healthcare workers and family-based caregivers during the coronavirus pandemic, Integrative Touch developed a holistic TeleWellness Program consisting of a variety of mind-body techniques over 10 weekly sessions. This mixed methods study evaluates the feasibility, outcomes, and client experience of the TeleWellness Program during the first 2 years of the pandemic. The study found preliminary evidence of positive changes during the intervention and meta-inferences regarding care providers becoming better able to provide care by addressing their own well-being first. These findings have meaningful implications for future research on accessible, holistic interventions to support care providers.

“A lightbulb moment all the way through” – An exploration into participant experiences of a novel Group Formulation Programme

ObjectivesDespite its centrality to clinical psychology, research regarding psychological formulation has primarily focused on the perspectives of clinicians and researchers. ‘Bottom-up’ research into client experiences remains in its infancy. This study aimed to explore participants’ experience and understanding of their formulations before and after completing a group intervention designed to increase self-awareness and comprehension of personal formulations. MethodsReflexive Thematic Analysis (RTA) was used to analyse data and develop themes summarising essential experiences. Twenty-one adults attending two streams of a novel Group Formulation Programme participated in semi-structured interviews pre-programme, with fifteen taking part post-programme. The groups comprised 8 and 12 sessions between May 2022 and January 2023. Analysis produced five overarching themes across Pre/Post-Programme: Understanding, Coping, Self, Journey, and The Group. Analysis of pre-data produced four themes: 1) Challenging Life Experiences, 2) The Cyclical Nature of Coping, 3) At an Impasse, and 4) Fractured Self. Post-intervention data produced four themes: 1) New Understandings, 2) Repairing the Relationship with Self, 3) Peaks, Valleys, and the Road Ahead, and 4) Group Experience. ResultsResults indicated that pre-intervention, participants had a good understanding of potential factors contributing to their difficulties but reported confusion around coping and self-relating, which impacted psychological and psychosocial functioning. Post-intervention, participants reported an increased sense of how past and present related to difficulties and decreased self-blame. ConclusionsParticipants noted benefits in line with other research in this area but also noted challenges associated with formulation, including feelings of overwhelm and grief.

Toward a semiotics of midwifery: Multimodal communication's effects on accessibility, equity, and power dynamics.

According to semiotics, we live in a world of signs, where almost anything can act as a signifier and convey meaning. But what of the semiotic landscape of midwifery? What signs are present within a client's multi-sensory experience of their midwifery care? How are these signs functioning to increase equity and accessibility? Or worse, how might certain aspects of the client's experience communicate unjust power dynamics? Semiotics allows us to examine a wide communicative and educational environment. By paying particular attention to the multivalent meanings of different signs-be they written, visual, oral, or even physical-we can start to see how multimodal communication plays a vital role in a client's perception of equity and power. One way to improve client experience is by approaching education and semiotic experience from the same place as trauma-informed care. A more health-literate sensitive approach viewed through the lens of semiotics assumes all clients have little previous knowledge or comfort within a care setting. This hyperawareness and criticality of the semiotic environment would allow midwives to acknowledge various sensory and communicative biases and intentionally redesign the entire client experience. The semiotic landscape is then curated to meet the needs of the most important audience-those marginalized and discriminated against whether that is because of education, finances, race, gender, or any other intersectional identity. We must acknowledge the fact that all sign systems can either reinforce abusive power relations or work to improve them. For what is at stake here is not just a client's overall comfort, but their full understanding of the care they are receiving, the options they have, and their autonomy within their entire perinatal experience.

"Sustaining NSW Families" as a hybrid face-to-face/virtual program: Experiences of clients and clinicians.

To explore clients' and clinicians' perspectives about the acceptability and perceived outcomes of the Sustaining New South Wales (NSW) Families (SNF) program shifted to a hybrid service delivery model during the COVID-19 pandemic. Mixed methods design comprising cross-sectional online surveys and a focus group. Eighty clients who accessed the SNF service and 12 SNF clinicians. Anonymous client survey comprising questions about perceived benefits and impacts of the hybrid SNF program model, and suggestions for change. Clinician focus group discussion about perceived benefits and challenges of the hybrid SNF model. The hybrid SNF program is a child and family health nursing home visitation program for families with moderate level psychosocial risks. It comprises a mix of face-to-face and virtual telehealth/telephone appointments, delivered during pregnancy and up to 2 years postpartum. Clients reported high levels of satisfaction with the program, and improvements in confidence and decision-making. Clinicians spoke of increased efficiency and flexibility, and capacity for ongoing service provision during the COVID-19 period. Technology access issues were identified as a barrier. Overall, however, both clients and clinicians expressed a preference for face-to-face SNF service provision. While further studies are required to test clinical outcomes, the hybrid SNF model is acceptable to clients and clinicians.

Male-friendly counselling for young men: a thematic analysis of client and caregiver experiences of Menslink counselling

ABSTRACT Objective Across the lifespan, young males in Australia who are experiencing mental health problems report the lowest rates of seeking professional care. The aim of this qualitative study was to explore the experiences of young men and caregivers who received male-friendly counselling from a male-specific service in Australia Method Semi-structured interviews were conducted with 14 young men who had received counselling, and 27 caregivers who facilitated access to Menslink counselling in Canberra, Australia. Inductive thematic analysis was completed to analyse the data Results Four themes were developed: (1) engaged out of desperation; (2) appeal of Menslink service; (3) counsellor more like a professional “friend”; and (4) counsellor prioritised my autonomy Conclusion The findings confirm the suitability of previously recommended adaptations to counselling to engage young men and emphasise the role of caregivers in facilitating access to support. The themes also provide direction for practical adjustments to service delivery that mental health services and clinicians can make to address personal and structural barriers impacting young men’s service contact and engagement. This study contributes to the growing literature examining the benefits of male-friendly counselling practices in psychological treatment for young men.

Business model of international consulting: main characteristics and elements

Based on the analysis of the essence and modern types of business models of enterprises, the basic professional service business model of the international consulting "Consultant" and reveals its main characteristics is substantiates: the B2B model, the modification of the "Producer" business model, the integration of elements of service and digital business models, customer orientation. Based on the Business Model Canvas, the main components of the basic business model of international consulting are revealed: key partners: partner intra-service and inter-service networks of the consulting firm; key activity: providing professional assistance to business organizations in solving problems of international economic activity; key resources: intellectual human, organizational, market; value proposition: the value services of international consulting for the client; relations with clients: client orientation, client-centricity, positive client experience, cooperation between consultants and clients at all stages of the consulting process; channels: omnichannel, cross-channel communications; customer segments: target audiences, customer networks; cost structure; income streams. Client networks as a component of the basic business model of international consulting are characterized and measures to optimize them are disclosed: forming a loyal attitude of clients to the consulting firm, consultants, and services; accumulation and protection of a network of regular customers; forming a positive customer experience; improving the efficiency of consultant-client relations; development of omnichannel provision of professional assistance to clients; ensuring client orientation of the personnel of the consulting firm; management of the value and quality of consulting services; introduction of new consulting services and technologies based on consulting innovations.

Enhancing HIV treatment and support: a qualitative inquiry into client and healthcare provider perspectives on differential service delivery models in Uganda

BackgroundHIV/AIDS continues to be a significant contributor to illness and death, particularly in sub-Saharan Africa. In this study, we conducted a qualitative assessment to understand Client and Healthcare Provider Perspectives on Differential Service Delivery Models in Uganda. The purpose was to establish strengths and weaknesses within the services delivery models, inform policy and decision-making, and to facilitate context specific solutions.MethodsBetween February and April 2023, a qualitative cross-sectional study was utilised to gather insights from a targeted selection of individuals, including People Living with HIV (PLHIV), healthcare workers, HIV focal persons, community retail pharmacists, and various stakeholders. The data collection process included eleven in-depth interviews, nine key informant interviews, and eight focus group discussions carried out across eight districts in Central Uganda. The collected data was analyzed through inductive thematic analysis with the aid of Excel.ResultsThe various Differentiated Service Delivery Models (DSDMs), notably Community-Client-Led Drug Distribution (CCLAD), Community Drug Distribution Point (CDDP), Community Retail Pharmacy Drug Distribution Point (CRPDDP), and the facility-based Facility Based Individual Model (FBIM), were reported to have several positive impacts. These included improved treatment adherence, efficient management of antiretroviral (ARV) supplies, reduced exposure to infectious diseases, enhanced healthcare worker hospitality, minimized travel time for ART refills, stigma reduction, and decreased waiting times. Concern was raised about the lack of improvement in HIV status disclosure, opportunistic infection treatment, adherence to seasonal appointments, and sustainability due to the overreliance of the DSDMs on donor funding, suggesting potential discontinuation without funding. Doubts about health workers’ commitment surfaced. Notably, the CCLAD model displayed self-sustainability, with clients financially supporting group members to collect medicines.ConclusionCommunity-based DSDMs, such as CCLAD and CDDP, improve ART refill convenience, social support, and client experiences. These models reduce travel and waiting times, lowering infection risks. Addressing challenges and enhancing facility-based models is vital. In order to maintain funding after donor funding ends, sustainability measures like cross-subsidization can be used. If well implemented, the DSDMs have the potential to produce better or comparable ART outcomes compared to the FBIM model.

Client experiences and perceptions of naturopathic treatment in New Zealand: A qualitative study

IntroductionNaturopathy is a well-known and utilised form of traditional, complementary, and integrative medicine (TCIM). Limited New Zealand research exists that has examined the utilisation of naturopathy from the perspective of users. The present study was designed to identify and explore individual's experiences and perceptions of naturopathic care. MethodsTwenty clients (18 female and two male) who attended a student naturopathy and herbal medicine teaching clinic in Auckland, New Zealand were individually interviewed via Zoom video conferencing using open-ended questions. Interview transcripts were anlysed using an inductive thematic approach, focusing on similarities in participants' experiences and perceptions of their naturopathic treatment. ResultsSix main themes were identified regarding individual's experiences and perceptions of naturopathic care (1) feeling heard, (2) perceived attributes of the student practitioner and feeling looked after, (3) perceived knowledge of student practitioners, (4) high degree of client education, (5) partnership, empowerment and ownership, and (6) recommending naturopathy based on own experiences. ConclusionsParticipants reported positive experiences and perceptions of their naturopathic treatment. Participants felt heard and looked after and indicated that their student naturopaths were caring, supportive and knowledgeable. Client education enhanced health literacy and participants felt empowered and in control of their health and healing. Client education was perceived to be important for individuals with chronic health conditions, as the information imparted was not always covered by their other healthcare practitioners.

'I am more than my diagnosis': Amplifying the voice of consumers in the design and delivery of mental health services.

In line with the Australian Government's Vision 2030, this research foregrounds consumer experiences of recovery to inform the (co)design and delivery of mental health services for people living with complex needs and/or a severe and persistent mental health condition. The research takes a specialist focus on the regional setting, with data collected from client experiences within Western NSW, Australia, in the context of the National Disability Insurance Scheme (NDIS) implementation and inclusion of psycho-social disability within the NDIS service environment. Thirty-seven people aged 19-70 years living with complex needs and/or a diagnosis of a severe and persistent mental health condition were recruited from services where they had a care plan or where they were members of a consumer reference group for recovery-oriented services. A tripartite framework integrating recovery oriented, trauma-informed and collective impact approaches for a qualitative, arts-based (photovoice) study. In areas of the mental health service system that had not yet applied a personalised understanding of recovery or embraced trauma-informed practice there were a range of issues and gaps in service delivery relating to authentic relationships, belonging and connection, service cultures, trauma-informed care, and workforce investment. Clinical and non-clinical services need to ensure consistent person-centred and trauma-informed practice is implemented throughout the mental health service system to meet the needs of the consumer. An eight-point checklist serves as the basis for services to reflect on how they are working with consumers and to support the review of systems and clinical governance frameworks.

Promoting long-acting reversible contraception among post-abortion clients with a provider-comparison intervention: a cluster randomized controlled trial in Nepal

BackgroundAlthough long-acting reversible contraception (LARC) is more effective and longer lasting than short-acting methods, uptake remains low among post-abortion clients. Using a stepped-wedge, cluster-randomized trial, we evaluate the impact of a provider-level peer-comparison intervention to encourage choice of LARC in Nepal among post-abortion clients.MethodsThe intervention used prominently displayed monthly posters comparing the health clinic’s previous month performance on LARC uptake against peer clinics. To understand how the intervention affected behavior, while ensuring voluntarism and informed choice, we used mystery client visits, in-depth provider interviews, and client exit survey data. The trial examined 17,680 post-abortion clients in 36 clinics in Nepal from July 2016 to January 2017. The primary outcome was the proportion of clients receiving LARCs. Statistical analysis used ordinary least squares (OLS) regression with ANCOVA estimation to assess the intervention’s impact on LARC uptake while controlling for client- and clinic-level characteristics.ResultsThe intervention increased LARC use among post-abortion clients by 6.6% points [95% CI: 0.85 to 12.3, p-value < 0.05], a 29.5% increase in LARC use compared to control clinics. This effect persisted after the formal experiment ended. Analysis of provider and client experiences showed that the behavioral intervention generated significant change in providers’ counseling practices, motivated the sharing of best practices. Quality of care indicators either remained stable or improved.ConclusionWe find that a provider-level behavioral intervention increases LARC uptake among post-abortion clients. This type of intervention represents a low-cost option to contribute to reducing unmet need for contraception through provider behavior change.

A critical and interpretive synthesis of arts-based methods used by dance therapy researchers: A perspective from the creative arts therapies

The creative arts therapies are a group of modality specific disciplines that include dance, music, drama and art. Creative arts therapists take an arts-based approach to practice which often results in the privileging of alternate ways of knowing, such as non-verbal, artistic, and embodied forms of expression and meaning-making. The rising interest in arts-based research in our field, as well as within psychology, has prompted us – a dance therapist and music therapist - to take a closer look at the research literature to ascertain the function and purpose of existing arts-based research approaches in the creative arts therapies. Using dance therapy as an example, we conducted a rigorous interpretive review of 12 dance therapy arts-based research articles to help answer the question - ‘what is the function and purpose of arts-based research in dance therapy?‘. As part of our review, we used an arts-based process to synthesise data and to strengthen our analytic process in a manner congruent with artistic ‘ways of knowing.’ Our exploration led us to recognise that arts-based processes appear to enable the ‘illustration’ and ‘illumination’ of novel understanding in ways that are often more difficult to arrive at when using other qualitative research methods. Furthermore, arts-based research can be useful for facilitating researcher reflexivity, which may be used in service of deepening the interpretive process in qualitative research. However, our involvement with the dance therapy publications also revealed a clear shortcoming for the field: at present there appears to be a clear lack of focus on direct client engagement in the arts-based research literature. As such, arts-based research in the field of dance therapy seems to be somewhat removed from professional practice and appears to instead fulfil a more scholarly or self-reflective purpose. Based on this discovery, we offer some recommendations for those interested in pursuing arts-based research within both psychology as well as creative arts therapies, and in doing so highlight the importance of client voice and experience in health-focused research.

The Effect of Perceived Risk and Customer Experience on Loyalty Intention for Mobile Banking: The Moderating Role of Customer Satisfaction

In the banking industry, providing a range of conventional and high-tech services is crucial to ensure customer satisfaction. One area that requires attention is mobile banking services, which need to offer an engaging experience to keep customers satisfied and loyal. However, empirically, the evidence regarding the impact of the role of mobile banking customer satisfaction on loyalty intention seems to leave room for improvement. Research indicates that customer experience and the risks involved can have a significant impact on consumer satisfaction and loyalty intention. The study is conducted using explanatory research methodology, employing a quantitative approach and adhering to the positivist paradigm. This methodology aims to elucidate the causal relationship between variables, both through direct and indirect means. The research data was analyzed using PLS-SEM, which stands for Partial Least Square Structural Equation Method. The findings indicate that perceived risk has a detrimental influence on customer satisfaction, whereas customer experience has a beneficial effect. Research has demonstrated that customer satisfaction has a clear and substantial impact on the intention of customers to remain loyal. While all indirect links are supported, it is not possible to establish a direct relationship between perceived risk and customer experience on loyalty intention. The significance of customer satisfaction lies in its ability to connect perceived risk and customer experience results with loyalty intention. This study explores the implications for literature and management about mobile banking applications and the integration of perceived risk and customer experience in shaping customer satisfaction and loyalty in the banking sector. These advancements emphasize the significance of excellent customer experiences in enhancing customer happiness and loyalty. Companies must enhance client experience and strive to surpass expectations. Gaining a comprehensive understanding of the concept of "customer satisfaction" and its role as a mediator can help marketing and customer relationship management strategies effectively retain and attract customers.

Client experiences with "Dynamic Choice Prevention," a model for flexible patient-centred HIV prevention delivery in rural Eastern Africa.

Identifying the optimal approaches to offering HIV prevention to meet the needs of those at risk is a high priority, particularly given the expanding toolkit of biomedical HIV prevention options. An ongoing study in rural East African communities evaluated the uptake of choices in product, testing mode and location of care delivery through a structured patient-centred HIV prevention delivery model. In this qualitative study, we sought to understand clients' experiences of this "dynamic choice prevention model" (DCP) and highlight pathways of action to inform HIV prevention delivery models. In-depth semi-structured interviews were conducted from November 2021 through March 2022 with a purposively selected sample of n = 56 participants in DCP trials (across outpatient departments, antenatal clinics and community settings), and n = 21 healthcare providers (total n = 77). A seven-person multi-regional team translated and inductively coded transcript data. We used a framework analysis approach to identify emergent themes. Individuals taking up HIV pre-exposure prophylaxis (PrEP) reported feelings of relief, liberation from fears of acquiring HIV and satisfaction with being able to take action despite partners' behaviours. Couples used a range of approaches afforded by the study to persuade partners to get tested and opt for PrEP. Post-exposure prophylaxis (PEP) use was less common, although women welcomed it in the event of sexual coercion or assault. Participants discussed switching from PEP to PrEP after familiarizing themselves with usage and ascertaining ongoing risk. Participants felt respected by providers, trusted them and appreciated being able to contact them directly for telephone support. Prevention uptake was hindered by stigma, limited experience with and knowledge of prevention methods, gendered and generational power dynamics within intimate partnerships and families, and negative perceptions of methods due to the products themselves. Participants anticipated long-acting injectable PrEP could solve their challenges regarding pill size, daily pill burden and the likelihood of unwanted disclosure. Diverse preferences and barriers to uptake of prevention require a choice of HIV prevention options, locations and delivery modalities-but in addition, flexible, competent and friendly care provision is crucial to promote uptake. Helping clients feel valued, and addressing their unique needs and challenges, enables their agency to prioritize their health.

Programme science methodologies and practices that address "FURRIE" challenges: examples from the field.

"Programme science" deploys scientific methods to address questions that are a priority to support the impact of public health programmes. As such, programme science responds to the challenges of making such studies: (1) feasible to undertake, (2) useful, (3) rigorous, (4) real-world-relevant, (5) informative, and undertaken by (6) equitable partnerships. The acronym "FURRIE" is proposed to describe this set of six challenges. This paper discusses selected HIV/STI (sexually transmitted infection) programme science case studies to illustrate how programme science rises to the FURRIE challenges. One way in which programme science is made more feasible is through the analysis and interpretation of data collected through service delivery. For some questions, these data can be augmented through methods that reach potential clients of services who have not accessed services or been lost to follow-up. Process evaluation can enhance the usefulness of programme science by studying implementation processes, programme-client interactions and contextual factors. Ensuring rigour by limiting bias and confounding in the real-world context of programme science studies requires methodological innovation. Striving for scientific rigour can also have the unintended consequence of creating a gap between what happens in a study, and what happens in the "real-world." Community-led monitoring is one approach to grounding data collection in the real-world experience of clients. Evaluating complex, context-specific strategies to strengthen health outcomes in a way that is informative for other settings requires clear specification of the intervention packages that are planned and delivered in practice. Programme science provides a model for equitable partnership through co-leadership between programmes, researchers and the communities they serve. Programme science addresses the FURRIE challenges, thereby improving programme impact and ultimately health outcomes and health equity. The adoption and adaptation of the types of novel programme science approaches showcased here should be promoted within and beyond the HIV/STI field.

Client and family experiences with telehealth-delivered early psychosis services.

The COVID-19 pandemic prompted a significant shift to delivering early psychosis services using telehealth. Little is known about the experience of using telehealth in early psychosis services. This quality improvement qualitative project investigated the experiences of program participants and family members with telehealth services in OnTrackNY, an early intervention program for psychosis in New York State during the COVID-19 pandemic. The project team conducted individual interviews and focus groups. Data analyses used a matrix approach. Nineteen OnTrackNY program participants and nine family members participated in five focus groups and nine individual interviews. Data were organized into five themes (a) accessibility: most individuals had a device and internet access and challenges were related to connectivity, such as image freezing and sound breaking; (b) convenience/flexibility: benefits included the reduced commute and costs; (c) levels of comfort/privacy with telehealth: program participants felt less judged and less anxiety leading up to in-person appointments while also expressing privacy concerns; (d) sense of connectedness: in-person social connections were deemed important and not replaceable by telehealth; and (e) suggestions: program participants expressed a preference for in-person group activities and suggested hybrid options, highlighting the importance of in-person visits to establish rapport at the beginning of treatment before transitioning to telehealth. Telehealth services were generally well accepted. Suggestions for future service delivery include offering a combination of telehealth and in-person services based on program participants' preferences and prioritizing in-person services during the early phase of treatment.