Interview Experience Research Articles

The impact of customer value co-creation in online medical consultation on customer service well-being

PurposeThis study focuses on the context of interactions in online medical-consultation services. It integrates theories of value co-creation and social support, and it introduces customer-perceived doctor’s contribution behaviors (DCBs) as mediators to investigate the impact of customer value co-creation behavior (CVCB) on customer service well-being (CSW). This study also explores the moderating roles of communication and task characteristics of interactive medical interfaces.Design/methodology/approachA survey of 353 patients with online consultation experience were conducted. Structural equation modeling and PROCESS macro technology were used to test the hypotheses.FindingsCVCB positively affects CSW through the mediating role of DCBs, including cure-based knowledge contribution behavior (KCB) and care-based emotional supportive behavior (ESB). The difference in task-oriented communication styles between customers and doctors weakens the positive effect of CVCB on perceived doctor’s cure-based KCB and care-based ESB. However, task complexity diminishes the positive effect of CVCB on perceived doctor’s cure-based KCB.Practical implicationsManagers of online medical-consultation platforms can optimize service design and enhance positive doctor–patient interactions to improve CSW and promote sustainable platform growth. This can effectively address social equity issues associated with the uneven distribution of medical resources and enhance societal well-being.Originality/valueThere is insufficient attention to the perceived well-being caused by the service context and customer–employee interactions, especially in online environments. This study contributes to value co-creation theory and customer well-being research by exploring factors influencing CSW in online medical care.

Professional residency web system implementing artificial intelligence model

Computer Systems Engineering students at the Tecnológico Nacional de México – Instituto Tecnológico de Oaxaca take the Professional Residency subject in semesters nine or ten, which has a value of 10 credits. A project related to their area of study must be developed in a company in 4 to 6 months. To take it, it is necessary to attend different departments and carry out the corresponding process. At the Outreach Projects office, students must submit their Professional Residency preliminary project. A professor from the academy reviews this draft for authorization. Once approved, an Internal Advisor is assigned. Thanks to the Recommendation System based on Artificial Intelligence, a suggestion of teachers who could be assigned as Internal Advisors is provided, thus facilitating the selection process and ensuring better alignment between the project and the consultant's experience.

Factors contributing to non-compliance with active physiotherapy guidelines among chronic low back pain patients in India.

Physiotherapists exhibit different degrees of adherence to clinical guidelines for low back pain (LBP). The preferences and expectations of their patients significantly influence physiotherapists' adherence to these guidelines. Therefore, it is crucial to have a comprehensive analysis of the patients' perspectives, which can identify the factors that prevent the implementation of an active approach. We conducted semi-structured interviews with patients suffering from non-specific chronic LBP (CLBP). We transcribed the semi-structured interviews verbatim and conducted an inductive thematic analysis to uncover themes related to the participants' expectations and experiences of consultations with physiotherapists for CLBP. In total, we interviewed thirty-three individuals, with 14 women and 19 men (mean age 53 + 12 years). Our thematic analysis discovered six overarching themes that are relevant to patients' expectations and experiences. We identified several sub-themes under the "physiotherapist-related factors" and "patient-related factors" themes. Additional themes recognized were guideline-related factors, institution-related factors, healthcare-related factors, and health information. A significant number of participants expressed dissatisfaction with the short timeframe allocated by the physiotherapist. Multiple participants expressed dissatisfaction with their experience, particularly about the quality of explanations and the nature of the exercises provided. This emphasizes the importance of patient education, and physiotherapists should consider suggesting active interventions that the family, society, and culture can more easily accept. Accordingly, the formulation of future guidelines for nations like India should take into account these patient expectations and perspectives.

Explaining persistent physical symptoms to patients in general practice: can tests to measure central sensitisation add value? A mixed-methods study

IntroductionGeneral practitioners (GPs) often face challenges in explaining to patients with persistent physical symptoms (PPS) why their symptoms persist. Providing an explanation of the central sensitisation (CS) mechanism to patients could be helpful, yet GPs do not routinely test for signs of CS in these patients. The aim of this study was to explore the value of applying a test to assess CS in enhancing explanations provided to patients.MethodsIn this prospective study, 25 GPs applied three tests, selected through a Delphi study, to assess CS-related symptoms: (1) the Central Sensitisation Inventory (CSI); (2) an algometer for measuring pressure pain thresholds (PPT); and (3) a monofilament for assessing temporal summation. Following the tests, both the GP and the patient completed a short questionnaire. Subsequently, GPs shared their experiences in focus groups and interviews, while a sample of patients was interviewed individually. The questionnaires were analysed quantitatively, and the focus groups and interviews were analysed qualitatively.ResultsGPs reported that all tests were feasible to perform during consultations; testing took less than 5 min in 25% of cases and between 5 and 10 min in 60% of cases. In approximately 50% of cases, an additional consultation was required to perform the test. The results of the CSI confirmed CS-related symptoms more frequently (74%) than the algometer (46%) and the monofilament (43%). Consequently, many GPs preferred the CSI. Patients did not show a preference for any specific test; two-third found the tests valuable and approximately 50% reported that the explanation of CS was clearer when a test was used.ConclusionsTesting during the consultation was feasible, although an additional consultation was required in 50% of the cases. GPs preferred the CSI because its results confirmed CS-related symptoms more frequently than those from the algometer and monofilament.

Space, time, and presence in video consultations: an interview study in Danish general practice

BackgroundThe purpose of this interview study was to explore patients’ and general practitioners’ (GPs’) experiences of space, time, and presence in video consultation in general practice in Denmark.MethodsThe study included six GPs and seven patients from the Copenhagen area, with different experience of video consultations. The data consisted of semi-structured interviews with all participants including recordings from their video consultations. The transcribed interviews were analyzed by Interpretative Phenomenological Analysis (IPA). The theoretical analysis was inspired by philosopher K.E. Løgstrup’s writings about time, space, presence and sensation.ResultsBoth the patients and the GPs experienced a lack, or a different form, of presence in video consultations, comparing it to face-to-face consultations. Patients felt more secure in their own homes and the GPs found some of them to be more relaxed during the video consultation than in the face-to-face consultation taking place in the surgery. However, the consultation felt more superficial, with the GPs and patients experiencing an alteration in their sensory access to one another. The video consultation was also perceived as purpose-driven and action-oriented.Both patients and GPs felt that time was saved. According to K.E. Løgstrup, our experience is always composed of spatiality and temporality; the space is where we sense one another and experience duration, while time is the awareness of change and action. The theoretical analysis points to the experience of presence as spatial and, owing to the changed space in video consultations, the experience of presence and time is changed.Conclusion and ImplicationsThe balance between space and time is altered in the video consultation. GPs and patients lack certain sensory impressions, owing to the changed spatiality. The changed spatiality, sensation and experiences of presence lead the participants to eliminate the expendable elements to make the consultation more efficient.Video consultations allow some issues to be handled quickly, but the option for physical consultations still needs to be available, as we believe we now can argue that the physical consultation room has importance for the experience of presence and time.

Does Gender Influence Media Engagement? Attitudes and Experiences of Australian Media Sources

ABSTRACT The news media’s reliance on official sources for interviews tends to privilege male voices and perspectives. To date, most of the research in this area has focused on news content analysis which consistently finds that women voices are marginalized, comprising only around 30 per cent of people quoted, heard, and seen in the news. In this study, we extend this work to examine whether potential gender differences in sources’ attitudes toward, and experiences of, media engagement can explain the over-representation of male sources. We outline the key findings from an online survey of Australian subject experts and spokespeople (N = 220). The findings are encouraging, both for journalists and sources. Significantly, men and women perceived the interview experience as generally positive and there was no evidence that women are less willing than men to agree to interview requests. However, there were gendered factors that could deter prospective sources, including fear of being misquoted, mistrust of journalists and concerns about harassment and negative evaluations of appearance. These findings provide valuable insights for journalists and journalism educators about how to improve interviewing practices and develop strategies to increase the diversity of voices in news coverage.

Understanding police officers’ experiences of post-shooting interviews: factors influencing account-giving

Understanding police officers’ experiences of post-shooting interviews: factors influencing account-giving

Patient perspectives on low back pain treatment in primary care: a qualitative study of hopes, expectations, and experiences

BackgroundPatients’ hopes and expectations for low back pain treatment influence their consultation experiences and treatment outcomes. These hopes and expectations may evolve over time, potentially leading to a shift in what patients consider important before and after a consultation. Understanding the distinction between hopes and expectations, and how they evolve is important for improving patient care. This study explored patients’ hopes and expectations prior to LBP consultations and examined how these were reflected in their post-consultation experiences.MethodsWe employed a qualitative design consisting of individual semi-structured pre- and post-consultation interviews with patients seeking care for low back pain from general practitioners, physiotherapists, and chiropractors in Denmark. A convenience sample of 18 patients (10 females and 8 males) aged between 28 and 79 years were interviewed about their hopes and expectations before a consultation and their experiences immediately following the consultation. Data were analysed employing Braun and Clarke’s thematic analysis.ResultsTwo themes with five subthemes were developed: (1) “Something needs to be done,” which included subthemes related to life disruption, expectations of clinical assessment, and the clinicians as experts; and (2) “Experiences and emotional responses to the interaction with the clinician”, highlighting the importance of trust and the personal attributes of clinicians. Patients initially sought urgent help and clarity regarding their condition but shifted their focus post-consultation to the relational dynamics and emotional engagement experienced during interactions with clinicians.ConclusionsThis study contributes to the understanding of how patients’ hopes and expectations regarding low back pain consultations evolve, shifting from a focus on clinical actions and outcomes to valuing interpersonal relationships and emotional support from clinicians. Recognising these shifts can enhance clinician-patient interactions and improve overall patient satisfaction and treatment outcomes.Clinical trial numberNot applicable.

Experiences, impacts, and requirements of synchronous video consultations between nurses, allied health professionals, psychological therapists, and adult service-users: A review of the literature.

Telemedicine is increasingly used within healthcare worldwide. More is known about its efficacy in treating different conditions and its application to different contexts than about service-users' and practitioners' experiences or how best to support implementation. To review adult service-users' experiences of synchronous video consultations with nurses, allied health professionals and psychological therapists, find out how consultations impact different groups of service-users and identify requirements for their conduct at individual, organisational, regional, and national levels. CINAHL, Embase, Medline, PsycINFO Scopus were searched for papers published between 01/01/2018 and 19/03/2021. One reviewer independently reviewed citations and a second reviewed those excluded by the first, in a liberal accelerated approach. Quality assessment was undertaken using the Mixed Methods Appraisal Tool and data were synthesised narratively. 65 papers were included. Service-users' experiences of video consultations ranged from feelings of connection to disconnection and ease of access to challenges to access. Many were excluded from video consultation services or research, for example because of lack of access to technology. Individual service-users required clear orientation and ongoing technical support, whereas staff needed support to develop technical and online-relational skills. At organisational levels, technology needed to be made available to users through equipment loan or service models such as hub-and-spoke; services required careful planning and integration within organisational systems; and security needed to be assured. Regional and national requirements related to interorganisational cooperation and developing functionality. To support safe and equitable video consultation provision, we recommend: (1) providers and researchers consider how to maximise participation, for example through inclusive consent processes and eligibility criteria; (2) sharing video consultation user guides and technical support documentation; and (3) continuing professional development for practitioners, focusing on the technical and relational skills that service-users value, such as the ability to convey empathy online.

Challenges in AI Implementation: Perspectives from Practice and Research

Artificial Intelligence (AI) has become an inevitable topic for organizations across various sectors and sizes, offering promising applications as technological accessibility continues to expand. Despite its potential, practical implementation of AI-based Systems remains difficult with particular challenges tied to specific organizational contexts. Often companies invest heavily in AI development but encounter problems such as failure to achieve market readiness of the prototype or the systems struggling to deliver expected benefits. These setbacks often stem from flawed implementation strategies, excessive reliance on technology, or inadequate integration into existing organizational frameworks. Therefore, this paper addresses these challenges encountered at different phases of AI implementation projects. To this end, we initially conduct a Rapid Structured Literature Review (Armitage and Keeble-Allen, 2008), examining the literature on AI implementation cases and associated scholarly reviews. Extending the initial analysis, we experiment with AI driven document analysis as a means to integrate findings of a greater amount of publications into the review. The literature review is subsequently complemented by insights from our own consultancy experiences from the field of AI consultancy. The paper gives an overview of the most salient challenges in AI implementation projects and points out some approaches to mitigate those challenges. From a methodological standpoint it shows that AI driven reviews can yield similar results as conventional reviews, but may lack some explanatory depth. We find that a combination of manual and automated approaches tends to be the most effective strategy.

"Competing Noises": How Background Noise Impacts the Communication Experiences of People With Mild-to-Moderate Aphasia.

The aim of this study was to explore the subjective experiences of people with aphasia when communicating in the presence of various types of background noise. We hypothesized that (a) people with aphasia would report greater perceived effort and stress than controls when talking in noise, (b) perceived effort and stress would be greater in noise than silence, and (c) people with aphasia would describe more negative reactions to communicating in noise than controls. Eleven people with aphasia and 11 age- and gender-matched controls retold stories in a baseline silent condition and five background noise conditions (pink noise, cocktail party, monologue, one-sided phone call, and conversation) and rated their perceived effort and stress after each story. Participants then described their experience in a semistructured interview. Perceived effort and stress ratings were analyzed statistically using quantitative methods. Interview data were analyzed qualitatively. Quantitative findings showed that people with aphasia reported significantly greater perceived effort and stress than controls. Across groups, phone call, conversation, and monologue conditions were perceived as either more effortful or stressful than the silent baseline condition. Although both participant groups discussed cognitive and emotional challenges and strategies related to talking in noise, qualitative findings showed distinct difficulties for people with aphasia. Specifically, unlike controls, participants with aphasia mentioned difficulty ignoring background noise, decreased processing speed, fatigue, negative emotional reactions, deliberately focusing, slowing down/taking breaks, and consciously regulating their emotions. Although aphasia therapy often occurs in quiet clinic environments, everyday communication does not. The increased perceived difficulty that people with aphasia have for coping with background noise should be acknowledged, and training should be designed to prepare people with aphasia to communicate in noisy environments. https://doi.org/10.23641/asha.27893445.

Interviewing Asylum-Seeking Children: A Scoping Review of Research to Inform Best Practices.

Immigration interviews with asylum-seeking youth have been largely understudied. In domestic legal settings, children interviewed about abuse and maltreatment provide more detailed, relevant responses when asked open-ended questions and when interviewed in a neutral environment, among other supportive practices. In asylum settings, guidance for interviews with youth derives from the United Nations Convention on the Rights of the Child. It is not clear to what extent best practices are employed during asylum interviews with youth. This scoping review was performed to (a) provide an overview of empirical literature on interviews with children in immigration settings, including border screenings, interviews with representatives, and asylum hearings, (b) explore whether best practices derived from forensic psychology and children's rights are observed in asylum interviews, (c) identify unique interview needs of asylum-seeking youth, and (d) derive implications for research and practice. A scoping review of three databases conducted in October 2023 yielded titles, of which 29 articles met inclusion criteria. These comprised quantitative and qualitative studies in English from 2003 to 2023. Three articles identified were quantitative, and 26 were qualitative. While several articles touched on interview practices and youth's experiences of interviews, only a few examined how asylum-seeking youth responded to different interview factors such as question type and interview setting. Key findings highlight inconsistent application of best practice principles, and several areas where best practices to support asylum-seeking children require clarification through further research.

To Answer or to Refuse? Investigating the Effect of Refusal to Answer Privacy‐Invasive Question on Applicants' Perceived Hireability

ABSTRACTJob applicants often find themselves stuck in a dilemma when asked about their private information during interviews. In line with the consensus of both the privacy literature and conventional wisdom, applicants tend to answer such questions as they worry about the negative effects of rejection and are motivated to enhance their employment opportunities. In this research, we challenge this belief. Drawing on person–environment fit theory, we argue that for privacy‐sensitive jobs, interviewers tend to perceive applicants as having a higher level of person–job fit if they refuse to answer privacy‐related questions. We test these propositions with three experiments among experienced interviewers from the United States (Study 1) and China (Studies 2 and 3). Across all three studies, we find that when applying for jobs with high privacy concerns, applicants are perceived to match such jobs better if they refuse to answer privacy‐invasive questions. We discuss the implications of these results for privacy in the selection process.

The barriers and facilitators of improving energy availability amongst females clinically diagnosed with Relative Energy Deficiency in Sport (REDs).

Relative Energy Deficiency in Sport (REDs) is a serious clinical condition. However, there is little research in athletes with a clinical diagnosis and limited evidence on the recovery of REDs. This is a cross-sectional retrospective study whereby 55 (25.62±6.33 years) female patients with a prior diagnosis of REDs by an experienced medical specialist participated in an online questionnaire designed to capture their experience of a sports dietitian consultation and subsequent implementation of a personalized energy availability (EA) plan. A 31% increase (N.=4 vs. N.=16, P=0.002) in normal menstruation, a 22% reduction (N.=39 vs. N.=27, P=0.032) in gastrointestinal symptoms, and a 94% reduction (N.=16 to N.=1) in a very poor/poor appetite were reported following the consultation and plan implementation. Required energy intake (EI) was under-estimated by 93% of participants. Intake pre-exercise was implemented most frequently (69%, N.=38), and least likely to elicit feelings of stress and anxiety (69%, N.=38). Weight gain/shape change was the most frequently reported barrier to implementation (62%, N.=34). Eating to a planned regime (35%, N.=19) and following a timing of intake (33%, N.=18) gave the most confidence. Providing an athlete with an education of their current and required EA, alongside an illustrated personalized EI plan structured around exercise, may provide the "lightbulb" moment needed to overcome the associated anxiety when increasing their EI when recovering from REDs.

Making the Most of Workplace Missteps

This article provides a comprehensive framework for turning workplace mistakes into opportunities for growth and strengthening one's organizational reputation. Drawing on scholarly literature and the author's extensive consulting and academic research experience, the brief outlines a step-by-step approach including quickly acknowledging the error, analyzing root causes, developing a thoughtful remediation plan, communicating transparently with affected parties, and reflecting on lessons learned to incorporate into one's professional practice going forward. Written in a conversational, practitioner-focused style with real-world industry examples, the framework empowers professionals to navigate mistakes with courage, humility, and a commitment to continuous improvement, positioning themselves as trusted, adaptable, and indispensable members of their organizations.

Catalysts for Growth at Work: Unlocking Human Potential through Empowering Workplace Cultures

This practitioner-oriented research brief explores key catalysts for cultivating growth, engagement, and well-being in the workplace. Drawing from literature reviews and the author's consulting and research experience, autonomy, collaboration, and meaningful work are identified as potent drivers of individual and organizational performance when strengthened in work cultures and designs. Each catalyst is defined and supported by academic research outlining their positive impacts on motivation, learning, innovation, stress reduction, and more. Practical strategies are then shared for how forward-thinking companies can enhance autonomy through job crafting, remote work, and distributed leadership. Collaboration is examined through sociocratic governance, internal social platforms, and open-book management approaches. The concept of meaningful work is unpacked and strategies like communicating social impact, allowing volunteerism, and highlighting tangible outcomes are presented. Specific industry examples also bring each concept to life. Overall, the brief argues that by optimizing these autonomy, collaboration and meaning catalysts, organizations empower happier, healthier employees better able to achieve their innate potential and drive unprecedented business success.

Perform “like a king”: Novel learning strategies to optimise music students’ concert stage mastery

The role of tertiary music performance education is to prepare students for professional performance. Professional performers demonstrate stage mastery, and their concert preparation transcends the score to equip them for the concert stage. Music educators must translate professionals’ insights into performance education. This study developed, trialled and evaluated two learning modules for performance students, based on expert strategies. In Module 1, students engaged in a backstage immersion task. In Module 2, students roleplayed as expert performers and audience members. Participants reflected on their experiences in interviews. Workshops and interviews were recorded, transcribed, and coded thematically. Students analysed the concert environment critically and observed their performance mindset. Emulating expert performers prompted compelling stage presence and students observed the effects of stagecraft on audiences. Peer-to-peer learning facilitated critical reflection on professional practice and students resolved to apply these skills to concert preparation. Future studies will develop these tools for pedagogues and students.

Enabling Impacts: Building a Broader Impacts Community of Practice at a Land-Grant University

The Broader Impacts (BI) activities required of researchers funded by the National Science Foundation (NSF) often involve public engagement, including K-12 outreach, informal science education, public exhibits and performances, advocacy and policy change, and business and entrepreneurship. The ARIS Broader Impacts Toolkit (Advancing Research Impacts in Society, 2024) is an online resource designed to help researchers develop BI plans for their NSF proposals. Several elements of the Toolkit address critical aspects of public engagement, making the Toolkit a valuable resource for researchers new to BI or public engagement, especially when integrated into wider BI communities of practice. We discuss how the national-level BI Community of Practice (BI-CoP) developed and sustained by the NSF-funded Center for Advancing Research Impacts in Society (ARIS) contributed to the development and continuing evolution of an institutional-level BI CoP at a large land-grant public university. The personal narratives of members of the institutional-level BI-CoP reveal how the ARIS BI-CoP has supported their learning, fostered collaboration around BI at their institution, supported the development of an institutional BI-CoP, and increased their capacity to assist researchers with developing and implementing BI plans. The experiences of consultants and researchers demonstrate that supportive and well-resourced BI-CoPs at the national and institutional level are essential for making effective use of the Toolkit and developing BI plans that are innovative, inclusive, and impactful.

A service evaluation of patient and clinician experience of video consultations in a specialist outpatient neurorehabilitation service

IntroductionThere has been a rapid adoption of telerehabilitation services, particularly during the COVID-19 pandemic, with minimal guidance or evaluation of benefit. This survey explores experiences of video consultations in a specialist outpatient neurorehabilitation service. MethodsDigital surveys were designed to evaluate experience of Attend Anywhere. Anyone could answer the survey after attending a video consultation. Setting and participantsPatients and doctors, occupational therapists, physiotherapists and speech and language therapists from a specialist outpatient neurorehabilitation service, between January and November 2020. ResultsA total of 637 surveys were analysed. 74.6% of clinicians and 46.4% of patients indicated that video consultations were effective (X2=158.6, p < 0.001). Physiotherapists indicated that video consultation was not as effective as face to face (30.6%, X2=12.5, p = 0.052). Over 95% of clinicians and patients reported that they would use the video consultation system again X2=5.8, p < 0.016. ConclusionsVideo consultation offers potential for improving access to healthcare for patients with complex neurological conditions.

Behavioural intentions towards use of digital video consultations in primary care: a survey study on physicians’, nurses’ and psychologists’ perceptions in Swedish primary care

ObjectivesThe study aimed to describe the experiences of physicians, nurses and psychologists employed in primary care in using digital video consultations. The second objective was to study the association between...