Service Staff Research Articles

Understanding 'quality' in adult traumatic brain injury rehabilitation from the perspectives of different stakeholders: a participatory mixed methods study.

The purpose of this study was to explore how 'quality' is understood for traumatic brain injury (TBI) rehabilitation from the perspectives of the rehabilitation recipients, their families and the providing clinicians. A participatory study using a mixed-methods, triangulation design. The study involved 1. a systematic literature search; 2. Individual semi-structured interviews with people with TBI and/or their caregivers and TBI rehabilitation clinicians, and 3. an online consensus process. 22 participants (7 people with TBI, 8 caregivers, 7 clinicians) participated in individual interviews. Their transcribed data were coded into broad categories via in-depth reflexive, thematic analysis; these categories were then mapped to 13 quality domains extracted from the literature. The emergent themes were then presented to the individuals, via an electronic consensus tool in two rounds. This resulted in 12 prioritized domains of quality that encompass service features, staff qualities and effectiveness. These evidence-informed and consensus-agreed indicators for quality may help guide both the provision and evaluation of TBI rehabilitation, that is valued and meaningful.

Community-Driven Health Promotion: Evaluation of a Rural Microgrant Program.

Microgrants for health promotion have the potential to engage communities in designing and implementing place-based interventions to improve health and social outcomes. However, the evidence base around microgrants for health promotion is limited. This study presents the evaluation of a health service-funded microgrant program for health promotion in rural Australia. The evaluation framework was developed through a participatory approach and involved collaborative logic model building and co-prioritized evaluation questions with health service staff and grant recipients. Evaluation questions focused on participation, short-term outcomes, and the perceived value of program activities. Qualitative methods (reflexive thematic analysis) were used to answer the evaluation questions. Data sources included semi-structured interviews with grantees (n = 11) and the health service's health promotion team (n = 4), electronic field notes kept by the health promotion team (n = 50 documents), electronic progress reports completed by grantees (n = 6) and information and feedback forums (n = 2). Since the program's inception in 2019, the health service has received 22 grant applications of which 15 were approved and 14 disbursed. Evaluation results show that grantees were community members with multiple roles, often with previous experience in applying for grants. Expected outcomes have been partially met, especially with regard to the program's aim of community empowerment. The most notable impact was the enhancement of participants' perception of and relationship with the health promotion team, as well as the creation of opportunities for community members such as exposure to art and bridging of social groups. Microgrants represent a feasible way to increase health opportunities and foster community participation in the planning and delivery of health promotion programs. The key program activities identified and suggested improvements can help guide program replication and adaptation by other small organizations. Community members who had previously received a health service grant were invited to participate in collaborative workshops and follow-up surveys to codesign the grant program evaluation framework, co-prioritize evaluation questions and guide the results' dissemination plan.

Collaborations between health services and educational institutions to develop research capacity in health services and health service staff: a systematic scoping review

BackgroundParticipation of health service staff in research improves health outcomes and adherence to clinical guidelines. To increase research participation, many health services seek to build research capacity which adds to the development of individual and organisational skills and abilities in order to conduct health research. Numerous approaches to research capacity building have been trialed with inter- and intra-institutional, or university-health service collaborative approaches being frequently described strategies. University-health service research collaborations have potential for high impact and mutual benefit, by harnessing respective strengths across both organisations. However, the range and scope of research capacity building approaches, including their relative value and success have not been consolidated. The aim of this review was to examine and describe the collaborative strategies employed by health services in conjunction with educational partners to enhance the research capability of health service staff.MethodsThe scoping review framework by Arksey and O’Malley was used to inform the review method. A systematic search was conducted of four major databases: Medline, CINAHL, Embase, and Cochrane, focusing on publications after 1995. Inclusion and exclusion criteria were established through iterative team discussions. The two-stage screening process and data extraction was managed in Covidence. Collaboration, Research Capacity, Health Services, and Health workforce were the primary concepts, contexts and populations guiding the search.ResultsOf the 1462 studies identified, 61 were selected for the review. These studies reported on partnerships between universities and health services with a specific focus on building research capacity of health service staff. Studies predominantly hailed from Australia, USA, UK, and Canada. Collaboration approaches varied and leveraged different activities to build research capacity included training, mentoring, shared funding, and networking. Training partnerships emerging as the most prevalent. Findings emphasised the importance of localisation in approaches, with some studies indicating the intrinsic value of such collaborations for both partners involved. Despite the emphasis on individual interventions like training and mentoring, team-level interventions were notably scarce.ConclusionThis review highlights the diverse range of approaches in research capacity building collaborations between health services and educational partners. It advocates for a shared understanding of goals, highlighting the critical nature of relationship-building and the pivotal role of sustainable infrastructure in long-term collaboration success. Future directions should consider the tangible impacts of these models on clinical outcomes.

Developing and testing Advance Choice Document implementation resources for Black African and Caribbean people with experience of compulsory psychiatric admission

BackgroundAdvance Choice Documents (ACDs) have been recommended for use in England and Wales based on evidence from trials that show that they can reduce involuntary hospitalisation, which disproportionately affects Black African and Caribbean people. Our aim was therefore to develop and test ACD implementation resources and processes for Black people who have previously been involuntarily hospitalised and the people that support them.MethodsResource co-production workshops were held to inform the development of the ACD template and two types of training for all stakeholders, comprising a Recovery College course and simulation training. An ACD facilitator then used the ACD template developed through the workshops to create personalised ACDs with service users and mental health staff over a series of meetings. Interviews were then conducted with service user and staff participants and analysed to document their experience of the process and opinions on ACDs. Other implementation strategies were also employed alongside to support and optimise the creation of ACDs.ResultsNine ACDs were completed and were largely reported as appropriate, acceptable, and feasible to service users and staff. Both reported it being an empowering process that encouraged hope for better future treatment and therefore better wellbeing. Uncertainty was also expressed about the confidence people had that ACDs would be adhered to/honoured, primarily due to staff workload. The information provision training and the skills training were generally considered to be informative by trainees.ConclusionsThe project has developed an ACD creation resource that was reported as agreeable to all stakeholders; however, the generalisability of the findings is limited due to the small sample size. The project also highlights the importance of staff and ACD facilitator capacity and good therapeutic relationships in ACD completion. Further research is needed to determine the adjustments needed for large scale use, including for those under age 18 and those under the care of forensic mental health services; and how to include carers/supporters more in the process.

Hybrid managers in an evolving healthcare: Does gender matter?

Hybrid managers have the potential to respond to the need for more integrated, responsive and accountable healthcare. Scholars have studied the antecedents of hybridization, but the role of gender has been neglected. Therefore, we study whether and how gender impacts on the way in which medical professionals exercise their managerial role. We adopted a qualitative approach in order to gain an in-depth understanding of the specificities of women hybrids. Data was collected through semi-structured interviews, focusing on hybrids in Italy in the field of neurology. We found that women hybrids show specific abilities and motivations, but they also encounter a specific lack of opportunities. Women hybrid managers appear well positioned to foster the evolution of professionalism, but healthcare organizations should implement policies and practices to effectively support them. While existing research has treated hybrid managers as a homogenous group, we underline the specificities of women hybrids. They can support the evolution of healthcare organizations towards logics of service integration, user centricity, and staff engagement. Therefore, our findings have important theoretical and practical implications for health policy and management.

Tietoturvan ja sisällöllisen saavutettavuuden diskurssit pankkialalla

The aim of the study is to find out how banks’ accessibility experts and customer service staff talk about the accessibility and information security of online banking services. The focus is on content accessibility, in which the content of the communication is understandable and easy to adopt. Research material was collected from accessibility experts and customer service representatives through interviews and a survey. Discourse analysis is used as a method of analysis. The results of the study show that content accessibility and information security are approached through equality, the bank’s reputation, and the security of services. As a conclusion of the study, it can be stated that information security offers a concrete perspective on content accessibility and emphasizes that it is an advantage for the bank to meet more than the minimum accessibility requirements in its online banking services, whereby the meaning of the language used in the content of the services is emphasized.

Societal Attitudes Toward Service Robots: Adore, Abhor, Ignore, or Unsure?

Societal or population-level attitudes are aggregated patterns of different individual attitudes, representing collective general predispositions. As service robots become ubiquitous, understanding attitudes towards them at the population (vs. individual) level enables firms to expand robot services to a broad (vs. niche) market. Targeting population-level attitudes would benefit service firms because: (1) they are more persistent, thus, stronger predictors of behavioral patterns and (2) this approach is less reliant on personal data, whereas individualized services are vulnerable to AI-related privacy risks. As for service theory, ignoring broad unobserved differences in attitudes produces biased conclusions, and our systematic review of previous research highlights a poor understanding of potential heterogeneity in attitudes toward service robots. We present five diverse studies (S1–S5), utilizing multinational and “real world” data (Ntotal = 89,541; years: 2012–2024). Results reveal a stable structure comprising four distinct attitude profiles (S1–S5): positive (“adore”), negative (“abhor”), indifferent (“ignore”), and ambivalent (“unsure”). The psychological need for interacting with service staff, and for autonomy and relatedness in technology use, function as attitude profile antecedents (S2). Importantly, the attitude profiles predict differences in post-interaction discomfort and anxiety (S3), satisfaction ratings and service evaluations (S4), and perceived sociability and uncanniness based on a robot’s humanlikeness (S5).

Obstetric Life Support Education for Maternal Cardiac Arrest: A Randomized Clinical Trial.

Management of maternal cardiac arrest (MCA) requires understanding the unique physiology of pregnancy and modifications to life support. Health care professionals have historically demonstrated inadequate knowledge and skills necessary to treat MCA. To evaluate the effect of Obstetric Life Support (OBLS) education on health care professionals' cognitive performance, skills, and self-efficacy in managing MCA. In this single-masked randomized clinical trial, 46 health care professionals, including emergency medical service and hospital staff representing diverse specialties, were randomized to intervention or control groups at a single academic medical center in Farmington, Connecticut between May 1, 2022, and July 23, 2023. The intervention group received OBLS education, which included a blended learning curriculum with simulation-based training on common maternal medical emergencies that lead to MCA. Participants were assessed for knowledge, confidence, and skills (eg, megacode scores as team leaders during MCA simulations). Intervention participants were compared with control group participants who received no OBLS education. The primary outcome was cognitive scores. Secondary outcomes included megacode scores rated by experienced OBLS instructors masked to assignment groups, combined assessment pass rates, and cognitive and confidence scores at baseline and 6 and 12 months after education. Data were analyzed from January 2024 to May 2024. Forty-six participants (mean [SD] age, 41.1 [16.2] years; 24 [52%] women) were randomized. Despite most participants holding certification in basic and advanced cardiac life support, significant between-group differences were identified in knowledge, skills, and confidence. Mean (SD) cognitive scores were 79.5% (9.4%) in the intervention group vs 63.4% (12.3%) in the control group (P < .001). Mean (SD) megacode skills were higher in the intervention vs control group (91.0% [5.0%] vs 61.0% [12.0%], P < .001), as were confidence scores (72.7 [13.3] vs 56.2 [17.9] points, P = .002). Combined assessment pass rates were 90% in the intervention group compared with 10% in the control group (P < .001). In this randomized clinical trial, OBLS education significantly improved health care professionals' knowledge, skills, and confidence in managing MCA. These findings underscore the urgent need for implementation of a standardized MCA curriculum nationwide, especially as the US continues to face unacceptably high maternal mortality rates. ClinicalTrials.gov Identifier: NCT05355519.

The Discretionary Power of Street‐Level Bureaucrats From the Perspective of Illusio

ABSTRACTInterrogating the tension between care and control in the work of social services staff in Belgian immigration detention centres, this article sheds light on the uses of discretion from the perspective of Bourdieu's concept of illusio. I argue that social services staff's use of discretionary power must be understood at the crossroads of their belief in their professional ethos and the power relations within these centres, which enabled them to frame the element of control as something they had to deal with professionally, rather than something to which they contributed. This sheds light on both the uses of discretion as well as on the articulation of care and control in border humanitarianism.

Evaluating the social return on investment of dance movement for wellbeing in the prevention of burnout among healthcare staff: a study protocol.

Improvement in the National Health Service (NHS) employees' mental well-being and staff retention are current key issues. Evidence indicates that dance movement therapy (DMT) has been effective in improving mental health and well-being; however, a social return on investment (SROI) evaluation on DMT interventions aimed at NHS staff has not been performed. This protocol for an SROI study will explore the social value generated from DMT, specifically 'The Body Moving Self-Compassion' programme, as measured by the increase in personal well-being and resilience experienced by participants. The SROI evaluation aims to measure the monetary and social value generated through DMT by placing a monetary value which is essential for sound policy in accessing investment while contributing evidence of dance/movement's impact on health. SROI is a pragmatic form of social cost-benefit analysis which uses quantitative and qualitative methods to value relevant costs, outcomes and associated impact. A mixed-methods approach design (focus group, online questionnaire and semistructured interviews) will be employed in this SROI study. SROI takes a societal perspective and considers relevant and significant outcomes for participants. Monetary values which often do not have a market price are then assigned to these outcomes. Contingent valuation is integrated into this study to estimate individuals' choices, preferences and values associated with DMT. The social value generated by the identified outcomes will then be estimated in a similar way to cost-benefit analysis, and the ratio of social value generated per £1 invested is then calculated. Ethical approval for this study has been granted by the Faculty of Life Sciences and Education Ethics Subgroup at the University of South Wales, with Reference No. 230 236LR. The findings from this SROI study will result in a report and academic publications.

Comparison of two formulas for estimating number of staff for a veterinary anesthesia service

Comparison of two formulas for estimating number of staff for a veterinary anesthesia service

Implementasi Penegakan Hukum Undang-Undang Nomor 18 Tahun 2014 terhadap Perlindungan Hukum dan Kendalanya pada Orang dengan Gangguan Jiwa di Kota Semarang

The number of people with mental disorders in Semarang City continues to increase. The large number of people with mental disorders in Semarang needs to be addressed seriously to prevent causing discomfort in social activities. Therefore, the author compiled a journal titled "Implementation of Law Enforcement Law Number 18 of 2014 concerning Legal Protection and Constraints on People with Mental Disorders in Semarang City." This journal aims to uncover issues related to how the implementation of Law Number 18 of 2014 on law enforcement against legal protection for people with mental disorders in Semarang City and what factors cause people to experience mental disorders in Semarang City. The research method used in this study is a qualitative method with a socio-legal juridical approach. The data used in this study was obtained using data collection techniques through interviews conducted with Mrs. Lela Dwipayana, S.H. as the Social Rehabilitation Staff of the PMKS Guidance Service Sub-Coordinating Social Welfare Services. The results of this study found that Law Number 18 of 2014 on Mental Health has protected people with mental disorders by being handled by the Social Service in Semarang City.

Analysis of Factors Affecting Inpatient Satisfaction at RSU Wulan Windy Medan Marelan

Patient satisfaction is a key indicator in assessing the quality of healthcare services provided by hospitals. It reflects the individual experiences of each patient and signifies the effectiveness of the service delivery system. High levels of satisfaction are associated with timely service delivery, environmental comfort, effective communication, and the expertise and friendliness of medical staff. This study analyzes factors influencing inpatient satisfaction at RSU Wulan Windy Medan Marelan. The research employs a quantitative approach through survey methodology with data collected from 355 respondents. Statistical analysis included bivariate chi-square tests and multivariate logistic regression. Results indicate significant impacts of timely service delivery, comfort, and staff competence on patient satisfaction, with p-values of &lt;0.001 for each factor.

Peran Fasilitas dan Petugas Pelayanan dalam Meningkatkan Keputusan Berkunjung ke Labuan Bajo

This research was conducted in Labuan Bajo to analyze the influence of the variables of facilities and staff service on tourists' visiting decisions using a quantitative method. The results of the descriptive analysis indicate that respondents' assessments of the research variables are generally in the good category, as reflected by the high level of agreement regarding the condition of each variable. Two independent variables were found to have a significant impact on the decision to visit. Data analysis using SPSS produced an F-value of 34.133, which is greater than the F-table value, confirming a significant influence of facilities and staff service on the visiting decision, with a coefficient of determination of 33.3%. However, this influence is not yet optimal, necessitating strategic measures to improve the quality of facilities and services. This study provides important insights for destination managers.

Menu fatigue: Exploring an obscure concept with problem-centred expert interviews

The study aims to explore menu fatigue by defining its dimensions and the actors involved. It also aims to establish a model that reflects the paradigmatic nature of the concept. Given the paucity of literature to support the objectives, it was considered appropriate to conduct the study using a qualitative research approach. Accordingly, a grounded theory approach with problem-centred expert interviews was used to collect data, which is recommended for investigating issues that are not clearly defined and not well established, with the direct contribution of those who have sufficient knowledge of the concept being researched. First, the "what" and "who" questions were put to the only actor identified in the literature, the customer. In this way, the definition of menu fatigue was broadened and other actors to be studied were identified. Similar questions were asked of other actors such as administrative and owner/manager chefs, kitchen staff and service staff, who were also found to be affected. This cumulative approach made it possible to select 24 experts to contribute to the study. Participants were identified through purposive and theoretical sampling. The results of the two-stage coding showed that menu fatigue is not only about monotony, which is the only dimension associated with the concept in the literature, but also about excessiveness, appearance and extra effort. While previous literature accepted menu fatigue in industrial settings as an issue of customer boredom and perceived monotony, the current paper extended the concept to include newly explored dimensions and actors. Secondly, the highlighted dimensions and actors were linked to their occurrence and subsequent outcomes to be presented in a model of menu fatigue that provides a more comprehensive understanding of the issue. The paper concludes with implications for both academic and industrial practitioners.

Customer Satisfaction of Students with Front-Line Service Delivery at a Private Higher Institution in Cavite, Philippines

This study investigates student satisfaction with frontline service delivery at San Sebastian College-Recoletos de Cavite (SSC-R), recognizing the critical role of service providers in enhancing student experiences. The primary aim is to assess the level of satisfaction among students, identify challenges faced by frontline staff, and evaluate existing support strategies to recommend evidence-based approaches for improvement. Employing a mixed-methods research design, the study combines descriptive and evaluative methods, utilizing an online survey questionnaire to gather data from senior high school and college students, as well as frontline service staff across ten service offices. The findings reveal that students generally express satisfaction with the quality of services, particularly in terms of timeliness, quality, efficiency, and adequacy. However, senior high school students reported higher satisfaction levels compared to their college counterparts. The study identifies significant challenges faced by frontline staff, including data fragmentation, diverse student needs, and a demanding work environment. In conclusion, the research highlights the necessity for targeted interventions to bridge the satisfaction gap, improve staff effectiveness, and foster a culture of continuous improvement, ultimately enhancing the overall student experience at SSC-R.

Hierarchy, class, race and PPE in an American hospital in the early days of COVID-19: What the pandemic stress test can teach us about building equitable health systems

Because hospitals are spaces where life and death are routinely at stake, social hierarchies, pressures, and cultural norms are heightened. This was particularly true in the early days of the COVID-19 pandemic. Examining the dynamics in that era can provide insight into the nature of race and hierarchy in hospital structures.In the large literature on the experiences of hospital staff in the COVID-19 era, class and racial dynamics in hospitals are often sidestepped. In addition, the experiences of service staff such as environmental service workers and food service workers are severely under-represented.Here, we explore hierarchy, class, race and risk in two hospitals in the city of Baltimore in the first months of the pandemic in 2020, through the lens of availability of PPE. We draw on a survey of 403 staff in two Baltimore hospitals, and semi-structured interviews with 57 of those staff. Respondents worked in a variety of roles, from administration to clinical to service staff.A large majority of non-clinical service staff identified as Black, in contrast to a small minority of clinical staff with advanced degrees. The experience of access to PPE in the early pandemic differed across cadres of workers. Everyone in the hospital had to ration PPE, but many service staff felt that they were not prioritized in the same ways as clinical staff. PPE availability took on powerful symbolic resonance as a demonstration of how different cadres of workers were valued.The COVID-19 pandemic threw social and class dynamics within the hospital into relief, shedding light on what so often ran below the surface. Thus, it could also potentially be an impetus to examine these fault lines, and to push hospital structures a bit more in the direction of justice.

Improving Patient Experience and Team Engagement with Environmental Services: Application of Watson's Theory of Human Caring.

Patient experience and team engagement are key performance indicators in organizational strategic planning. Health-care organizations have a seldom-used resource within acute care settings that expands the ability to improve patients' experiences of their care as well as their own team engagement. Environmental services (ES) staff, the second largest health-care workforce, spend an average of 10 min per patient day interacting with patients and families. Few studies highlight how nursing theory may influence patient experience outside of the nursing role. This paper explores how ES staff at a non-profit rural 974-bed academic medical center impacted patient experience using nursing theory to promote a caring environment. Applying Watson's Theory of Human Caring and Caritas Processes© with ES team members beginning at leadership levels increased team engagement and improved patient experience. ES team members benefited from a professional nursing framework and from being integrated as a valued partner in advancing human caring.

A Systematic Literature Review: Emotional Intelligence, Positive Affect, and Customer Satisfaction in Tourism

Objective: To perform a rigorous systematic review of the literature, with the aim of identify the most relevant studies on emotional intelligence and positive affect and their relationship with customer satisfaction in the tourism industry, and a bibliometric analysis of scientific production to lay the foundations of such relationships. Theoretical Framework: This paper presents the key concepts and theories that underpin the research. Emotional intelligence, positive affect and customer satisfaction in the tourism industry are highlighted to provide a solid basis for understanding the context of the research. Method: The methodology used in this research is based on the Constructivist Knowledge Development Process (Proknow-C), which facilitates the organisation of a systematic literature review to select and analyse bibliographical references and generate the necessary knowledge. Results and Discussion: The resulting portfolio of 17 relevant articles in line with the object of the study made it possible to identify the main approaches proposed by the authors on this subject. In essence, the review of the literature showed a clear consensus on the relationship between the emotional intelligence and positive affect of service providers and customer satisfaction in the tourism industry. Research Implications: This research is useful for the academic community in conducting significant and relevant research on the study axes, laying the foundations to continue advancing in future lines of research. In addition, the results are profitable from a professional standpoint. Organizations in the tourism sector may reflect on and promote best practices in developing emotional and positive affect skills among their service staff given their influence on customer satisfaction. Originality/Value: This study contributes to the literature as scientific research on this subject remains scarce. Furthermore, the results can have an impact on the performance of tourism businesses and thus on the economic development of the destination.

Where should health system investments be made to protect the mental health of healthcare workers?

Abstract Background This study explores trends and work-related determinants of mental health and wellbeing among health and care workers in Europe since the COVID-19 pandemic. The aim is to determine where investments can best be made to protect and support mental health and wellbeing among health and care workers to improve retention and recruitment. Methods Data are analysed from the National Health Service staff survey in England and the Health Service Executive ‘Your Opinion Counts’ survey in Ireland to explore trends in mental health and wellbeing and burnout. Evidence is then taken from a series of European Observatory policy briefs, based on expert-led literature reviews, to explore determinants of poor mental health and wellbeing and to identify potential areas for investment. Results Rates of burnout and poor mental health and wellbeing have increased in England and Ireland since the start of the pandemic among all professional groups. Workplace-based factors are important determinants of poor mental health and wellbeing, and can be grouped into: macro-level structural factors such as staff shortages, poor working conditions and low pay; meso-level organisational factors including poor leadership, and insufficient education, training and support; micro-level individual factors such as insufficient self-care or not seeking support. However, determinants at the micro-level, especially seeking support from others, are largely shaped by structural or organisational factors. Conclusions Increased financing to address structural and organisational determinants of mental health and wellbeing contributes to improved patient care, better staff experience, lower rates of absenteeism, and enhanced recruitment and retention. It is therefore one of the best health system investments that can be made.