Service Staff Research Articles

Associations between child protective services workers’ attitudes toward kinship foster care placement, sociodemographic characteristics, and job characteristics

ABSTRACT When necessary to separate children from their parents, placing a child with kin leads to better outcomes. Child Protective Services (CPS) staff attitudes toward kinship foster care placements are an understudied factor that may influence decision-making and vary based on staff characteristics. Using February 2023 survey data from 2,861 CPS staff and multivariate linear regression analyses, we assessed associations between staff’s sociodemographic and occupational characteristics and attitudes toward kinship placement. Gender, race, position, work unit, and employment duration with CPS were significantly associated with staff attitudes. Understanding how staff view kinship placement is an important step toward removing barriers to its use.

34 Improving language concordant care in the paediatric emergency department

Abstract Background Paediatric patients and families with limited English proficiency (LEP) experience worse health outcomes. Use of professional medical interpreter services (IS) helps ensure that all patients receive high quality care, regardless of their preferred language of communication. Objectives The aim of this quality improvement (QI) study was to improve language concordant care within a paediatric emergency department (ED) in downtown Toronto by increasing the rate of over-the-phone interpreter use by 50% by July 2024 and to understand common reasons for interpreter non-use. Design/Methods Using the model for improvement, we assembled an interdisciplinary team that included physicians, ED registration clerks, triage nurses, and language services staff to understand current workflow and develop targeted interventions aimed at addressing key drivers through multiple plan-do-study-act (PDSA) cycles. Interventions included introduction of a standardized script to capture language preference at ED registration, EMR-integrated preferred language notification and smart text template in provider notes for standardized IS use or non-use documentation, and departmental education. Our primary outcome measure was rate of over-the-phone IS use for all ED visits. Process measures were rate of EMR documentation of patients and caregivers with non-English language preference (NELP) and rate of provider documentation of IS use or non-use. Balancing measures included time to provider initial assessment (PIA) and ED length of stay. Results The baseline period (November 2022-April 2023) revealed an over-the-phone IS rate of 5.2% for all ED visits. The initial results from the first 6 months of the intervention period demonstrated an increase in physician documentation of IS use or non-use in patients with NELP, from 10% to 76%. Additionally, 18.6% of patients or caregivers with NELP had IS use per provider notes. Over the next 9 months of the intervention period, special cause variation is anticipated in the rate of IS use and rate of EMR documentation of NELP. The most common reasons for IS non-use were: ‘deemed unnecessary by provider’, ‘declined by family’ and ‘use of family member/friend as interpreter’. There was no change in PIA or ED length of stay for patients with NELP. Conclusion This QI initiative increased consistent provider documentation of IS use in ED patient records in one of the most linguistically diverse cities in the world. Future efforts will focus on exploring additional ways to capture language preference beyond registration, facilitating IS use in the ED, and addressing top reasons for non-use of IS in patients and caregivers with NELP.

Leveraging Digital Health Data to Transform the United Nations Systems for Palestine Refugees for the Post Pandemic Time

ABSTRACT The COVID-19 pandemic presented a grave threat to the continuity of health services that UNRWA provides to 5.9 million Palestine Refugees in the Near East. UNRWA runs 140 primary health care clinics, providing approximately nine million medical consultations a year. During the pandemic, UNRWA’s e-Health system (and other digital health tools) were crucial in maintaining health services. The e-Health system enabled the identification of at-risk patients and transformed UNRWA’s services for sustainability and efficiency. Innovations like telemedicine and two smartphone applications (e-NCD and e-MCH) enhanced service delivery and staff management. To evaluate the effectiveness of digital health integration in UNRWA’s services during and after the pandemic, the team analyzed reports, events, and e-Health data from 2019–2022. Results show that digital tools, like e-NCD and e-MCH applications, helped reduce COVID-19 among Palestine Refugees, enabling remote care and continuous access to essential health services. Digital health has now become essential in UNRWA’s post-pandemic operations. This paper offers a paradigm for future outbreak responses. By harnessing the power of digital health, UNRWA’s e-Health system served as a beacon of hope, demonstrating how innovative approaches can empower patients, enhance health care outcomes, and ensure equitable access to health care services during crisis situations and beyond.

Lessons learnt from a real-time attribution and contextualisation trial in a National Meteorological and Hydrological Service

Abstract When a record hot month occurs, timely and credible attribution and contextualisation information can enhance public understanding and future preparedness. This is particularly effective if provided in real time by a National Meteorological and Hydrological Service (NMHS). Many NMHSs are working to integrate research-based attribution methods into their operational services. In this study, researchers and climate service staff collaborated to assess the feasibility of delivering such information swiftly and aligned with standard NMHS data and procedures. The record warm July (winter) temperatures of Tasmania, Australia in 2023 were chosen to illustrate the trial. Rapid results were available three days after the event. Approximately half of the unusual warmth was attributed to climate change, with the likelihood of breaking the previous record at least 17 times higher in the current climate compared to a stationary pre-industrial climate (14% vs. 0.4%). The warming trend became evident in the 1980s, and by 2060, average July temperatures in Tasmania match the record temperature of July 2023 under a high emissions scenario. However, average July minimum temperatures were not well modelled, necessitating the addition of a higher-resolution forecast-based attribution method. In subsequent analysis, almost all the forecast temperature anomaly, and reduced storm activity, was attributable to climate change. Statistical analysis revealed that a weak El Niño partly offset the unusual warmth. To expedite these additional approaches, information drawn from real-time forecasts could be used. Lessons learnt from this trial include technical improvements to align better with NMHS protocols including using consistent datasets and baselines, and refining and automating the method suite. Logistical and communication enhancements included training staff to run the suite, improving communication materials, and developing delivery channels. These learnings provide key considerations for NMHSs as they move towards providing timely and credible climate attribution and contextualisation information as part of their operational services.

Efficiency and Simulation of Thailand's Chiang Mai University Model for COVID-19 Mass Vaccination Hub (CMU-MVH Model).

Mass vaccination is crucial for achieving herd immunity and controlling pandemics. Simulation models predict vaccination outcomes. This study evaluates efficiency and designs a tailored vaccination plan for Thailand. Data was derived from a COVID-19 Mass Vaccination Hub (MVH) in Chiang Mai, Thailand. It was taken between June 2021 and December 2021. The discreet event simulation model is developed in Arena Simulation Enterprise Suite version 14.0. The operational efficiency of Chiang Mai University Mass Vaccination Hub (CMU-MVH) was 1,073 vaccinations per 8 hours with 38 service staff. The average processing times (APT) were 2.5 minutes for the registration station, 12.2 minutes for the assessment station, 8.3 minutes for vaccination, and 28.2 minutes for observation. With 100% staff availability and staff utilization ranging from 0.5 to 0.7, the CMU-MVH could handle 180 to 230 vaccinees per hour or 1,227 to 1,527 vaccinees per day. Reduced staff availability leads to an increase in average processing time, especially when staff availability is lower or equal to 60%. The CMU-MVH could handle approximately a thousand vaccinations within 8 working hours. This capability could assist policymakers in developing more effective strategies and planning for future mass vaccinations. The data that support the findings of this study are available from the corresponding author, upon reasonable request.

Teachers' and Principals' Familiarity with School Wellness Policy: A Health Promoting Schools Assessment.

The current study explored teacher and principal familiarity with school wellness polices in primary schools, including who serves on school wellness committees, and who should implement and enforce wellness policies in the school. An electronic survey guided by the Health Promoting Schools framework was administered from February to May 2020 to teachers and principals from one urban and one suburban school district in the Midwestern United States. There were 450 participants; response rates were 28% (urban), 33% (suburban), and 51% (school principals). Only 41.7% of the aggregate participant pool were familiar with their wellness policy. Participants were more familiar in the suburban compared to the urban district (χ2 = 68.2, p-value ≤ 0.001). Teachers/health teachers, nurses, and principals were most likely to be on wellness committees, and the most preferred wellness champions were teachers, nurses, and food service staff. Teachers and nurses are integral to school wellness and health education as part of multiple systems that can promote school health. The Health Promoting Schools framework is useful for guiding examinations to improve understanding of school wellness within school communities.

Influential Factors on Chinese Tourists' Intention to Reuse Thai Traditional Massage Service

This research delves into the challenges Thai traditional massage establishments face in attracting and retaining Chinese tourists. It aims to assess the impact of service quality components, including staff quality, service attitude, and service environment, on Chinese tourists’ intention to reuse traditional Thai massage services. Additionally, it explores the influence of cultural image aspects, such as traditional cultural experiences, cultural exchange and interaction, and cultural presentation, on this intention. Rooted in a comprehensive literature review highlighting established models like SERVQUAL and the Service-Profit Chain, a causal associative approach with a quantitative methodology is employed. Data analysis techniques encompass descriptive and inferential statistics, revealing positive perceptions among Chinese tourists toward staff quality, service attitude, service environment, and cultural image, all contributing to their Intention to reuse. The discussion underscores the intertwined nature of service quality and cultural image, emphasizing the pivotal role of cultural experiences. Strategic implications advocate for continuously elevating standards, adapting to changing preferences, and adopting an integrated approach for holistic customer experiences. Recommendations for future research include a longitudinal approach, expanding demographic scope, exploring psychological underpinnings, experimental designs, and leveraging digital data. Overall, this research provides valuable insights into the complex interplay of the above-mentioned factors, offering practical guidance for the growth and adaptability of the Thai traditional massage industry in catering to Chinese tourists. Keywords: Thai traditional massage services, service quality, cultural image; Intention to reuse

Service task compatibility for human staff vs. service robots: Roles of product type and brand level

This study explores when customers prefer service staff to service robots, or vice versa, based on uncertainty reduction theory. This study also investigates the moderating role of product type and brand level in the relationship between service agent type and experience satisfaction through perceived credibility and customer attitude. Two 2×2 between-subject experiments were conducted to test the moderated serial mediation models with product type in Study 1 and brand level in Study 2. Results show that customers tend to show higher experience satisfaction via perceived credibility and attitude toward the service agent type when they interact with service staff for inquiries of experiential products and upscale brands, compared to material products and casual brands. The study offers ways to maximize customer experience satisfaction by interactively and optimally deploying service agents and service robots for guest recommendation services, depending on the type of product and the level of brand.

Training and mentoring of Health Workers and Cadres of Bengkulu City Health Center in Monitoring The Growth and Development of Toddlers with The SDIDTK Application

Monitoring children's growth and development is one of the basic programs implemented by Community health center (Puskesmas) to ensure a healthy life and improve children's welfare. The Bengkulu City Health Office identified limited human resources and a lack of supporting tools as inhibiting factors in achieving SDIDTK service targets. The service was carried out through training on Growth and Development Monitoring with the Android-based SDIDTK Application and field assistance. The training was held on July 24-25, 2024 with 36 participants consisting of 17 health workers, 17 cadres from 17 health centers, and 2 staff from the Family Welfare Division of the Bengkulu City Health Office at the Campus 4 Hall of Bengkulu University. The results of the pre and post-test of the training showed that 94% of participants increased their knowledge. The results of the assessment of skills in using the application showed that 100% of participants were able to do as directed. SDIDTK Kit assistance was delivered to 17 Puskesmas with the signing of the Minutes by the Head of Service implementer and staff of the Health Division of the Bengkulu City Health Office. Field assistance was carried out for 2 weeks after the training in 17 Puskesmas working areas.

“The little I receive is not enough’’: A qualitative study of food insecurity in the South Bronx

ABSTRACT The objective of this study was to explore the lived experiences of food insecurity amongst Bronx residents. Applying a community-based participatory research approach, we conducted a qualitative study, entailing 38 interviews with food pantry recipients, 4 key informant interviews with social service administrators, and two focus groups with 12 food pantry staff and social service providers in New York City (NYC). Applying a precarity framework, we identified three themes: (1) unaffordability of living expenses in NYC; (2) financial hardships during the COVID-19 pandemic; and (3) institutional and technological barriers to food access. We identified the following subthemes under theme one: rising food costs and high cost of living. Under theme two, we identified four subthemes: (a) large household size driving poverty for Bronx families; (b) vulnerabilities to food insecurity among older adults; (c) budgeting for reduced incomes during the COVID-19 pandemic; and (d) managing unstable employment. Under the third theme, we identified three subthemes: (a) lack of access to healthy, culturally appropriate foods; (b) need for wider service availability; (c) and not having smartphones for telehealth. Study findings demonstrate how precarity impacts the lived experiences of food insecurity and financial hardship for residents of the South Bronx during the COVID-19 pandemic.

IMPLEMENTASI METODE WEBQUAL 4.0 TERHADAP KEPUASAN MAHASISWA PADA PENGGUNAAN SISTEM INFORMASI AKADEMIK (SIAKAD) UNIVERSITAS PRABUMULIH

The rapid development of information and communication technology has driven increased efficiency across various sectors, including academics. The Academic Information System (SIAKAD) at Universitas Prabumulih is an integrated service for lecturers, students, and staff to support academic activities. This study aims to evaluate user satisfaction with SIAKAD using the Webqual 4.0 model, which assesses website quality based on three dimensions: usability quality, information quality, and service interaction quality, and their impact on user satisfaction. The results of this study are expected to provide a comprehensive overview of SIAKAD's strengths and weaknesses, serving as a foundation for future system improvements.Keywords: SIAKAD, User Satisfaction, Webqual 4.0 Method

Boosting hospital falls prevention using health assistant staff alongside usual care

ObjectivesPatient education is crucial for preventing hospital falls, yet workforce constraints can hinder targeted delivery. Utilising supervised healthcare assistants can enhance standard care. This study sought to understand factors that impact the feasibility of supplementing usual care with patient falls education delivered by supervised allied health assistants. MethodsIn a qualitative study nested within a randomised controlled trial, focus groups and interviews were conducted with twelve health assistants, seven allied health professionals and two managers from the participating hospital. This elicited insights on barriers and facilitators to implementing workforce redesign to deliver tailored patient falls education. An inductive approach was used to thematically analyse the data. ResultsThree key themes emerged: (i) it was feasible for health assistants to deliver hospital patient education; (ii) patients engaged with hospital falls prevention education delivered by assistants; (iii) hospital workforce redesign can be successfully implemented provided there is system-wide buy-in. ConclusionsHealth assistants can be trained to successfully deliver hospital falls prevention education provided they have adequate supervision, training, and resources. Practice implicationsSustained implementation requires dedicated staffing hours for service delivery and staff education.

Perceptions of fairness, inclusion and safety: the differential impact of contrasting experiences on academics and professional services staff

AbstractThe current study explores how organizational dimensions relate to and impact organizational commitment, comparing staff in academic positions with staff in professional services roles. Data was collected from 281 academic and 294 professional services staff within university environments who completed extensive questionnaires. Overall academics manifested lower levels of emotional attachment to, and perceived obligation to remain in their university, felt less safe to take interpersonal risks, to speak up and lower support for their work-life balance than their professional services colleagues. The perception of procedural fairness and discrimination impacted academics loyalty and felt obligation to remain and reciprocate organizational investments to a higher extent. Psychological safety positively influenced staff’s commitment. Emotional and obligation-based types of commitment were more strongly affected by psychological safety among academics than professional services staff. Finally, work-life balance support positively influenced staff’s commitment, appearing to be an equally important dimension to drive emotional and obligation-based types of commitment from both academics and professional services staff. This study brings important contributions to research on the working environment of academics and professional services staff and indicates that development of clear policies to promote and maintain fairness, psychological safety and work-life balance, together with active monitoring and evaluation of their impact, should be a key focus for higher education institutions.

Courage, the Career Adaptability and Employee Engagement of Hotel Service Staff at HCM in the Context of the COVID-19 Epidemic

Courage, the Career Adaptability and Employee Engagement of Hotel Service Staff at HCM in the Context of the COVID-19 Epidemic

‘Helping academics shine’: An exploration into the relationships working-class professional services staff have with others in UK higher education

AbstractDrawing on research interviews with thirteen self-identifying working-class professional services employees in Russell Group institutions, this article attempts to develop a nuanced approach to understanding institutional cultures in UK universities, through the relationships within these establishments. Throughout the study, the tensions between working-class professional services or administrative staff and their counterparts working on academic trajectories became clear. Often highly qualified themselves, the participants in this study describe feelings relating to inadequacy and often negative attitudes proliferated towards them by academic staff. These relationships are framed within the perspective of three themes: academic hierarchies and superior academic value, treatment of staff, and language codes and patterns. In contrast, the participants in this sample often describe their relationships with their networks in professional services as highly positive, developmental, and enriching. This study focused on working-class professional services staff specifically. In the field of working-class research, professional services staff from working-class backgrounds have currently been largely omitted from research, which tends to focus on working-class students and working-class academics. Not all professional services staff identify as working-class, but due to this deficit of evidence in the research field, it is this group in particular that this paper focuses on. The findings in this paper suggest that the relationships these professional services staff have with academics are often fraught, difficult to manage, and at times, derogatory in their nature. This finding comes at the juxtaposition of the wider inclusion agenda UK universities pursue.

Navigating Unique Intersectional Experiences: LGBTQ+ Community Organisations Addressing Individuals With Intellectual Disabilities' Needs.

This exploratory study aimed to enhance the understanding of practitioners' experiences within LGBTQ+ community organisations when providing interventions for LGBTQ+ individuals with intellectual disabilities. Three specific objectives were outlined: to document the situations and challenges encountered by practitioners; to identify perceived needs among LGBTQ+ individuals with intellectual disabilities and to elicit their suggestions for recommendations to improve services. A qualitative approach, involving in-depth interviews with 12 Québec-based LGBTQ+ community practitioners, underwent content analysis. Findings were organised around three themes: perceived support needs of LGBTQ+ people with intellectual disabilities; challenges experienced in intervention and recommendations to improve services. Findings reveal that practitioners frequently face significant challenges when supporting LGBTQ+ individuals with intellectual disabilities, who often struggle with multiple daily challenges and insufficient support. The study highlights the need to empower LGBTQ+ organisations with essential skills and foster partnerships with public service staff to ensure a more inclusive, intersectional approach.

Coaching sees staff reconnect to social work

Grit training programme aims to give children's services staff the tools they need to significantly improve how they work with young people and colleagues

Care models for coexisting serious mental health and alcohol/drug conditions: the RECO realist evidence synthesis and case study evaluation.

People with severe mental illness who experience co-occurring substance use experience poor outcome including suicide, violence, relapses and use of crisis services. They struggle to access care and treatment due to a lack of an integrated and co-ordinated approach which means that some people can fall between services. Despite these concerns, there is limited evidence as to what works for this population. To undertake a realist evaluation of service models in order to identify and refine programme theories of what works under what contexts for this population. Realist synthesis and evaluation using published literature and case study data. Mental health, substance use and related services that had some form of service provision in six locations in the United Kingdom (five in England and one in Northern Ireland). People with lived experience of severe mental illness and co-occurring substance use, carers and staff who work in the specialist roles as well as staff in mental health and substance use services. Eleven initial programme theories were generated by the evidence synthesis and in conjunction with stakeholders. These theories were refined through focus groups and interviews with 58 staff, 25 service users and 12 carers across the 6 case study areas. We identified three forms of service provision (network, consultancy and lead and link worker); however, all offered broadly similar interventions. Evidence was identified to support most of the 11 programme theories. Theories clustered around effective leadership, workforce development and collaborative integrated care pathways. Outcomes that are meaningful for service users and staff were identified, including the importance of engagement. The requirement for online data collection (due to the COVID-19 pandemic) worked well for staff data but worked less well for service users and carers. Consequently, this may have reduced the involvement of those without access to information technology equipment. The realist evaluation co-occurring study provides details on how and in what circumstances integrated care can work better for people with co-occurring severe mental health and alcohol/drug conditions. This requires joined-up policy at government level and local integration of services. We have also identified the value of expert clinicians who can support the workforce in sustaining this programme of work. People with co-occurring severe mental health and alcohol/drug conditions have complex and multifaceted needs which require a comprehensive and long-term integrated approach. The shift to integrated health and social care is promising but will require local support (local expert leaders, network opportunities and clarity of roles). Further work should evaluate the effectiveness and cost-effectiveness of service models for this group. This study is registered as PROSPERO CRD42020168667. This award was funded by the National Institute for Health and Care Research (NIHR) Health Technology Assessment programme (NIHR award ref: NIHR128128) and is published in full in Health Technology Assessment; Vol. 28, No. 67. See the NIHR Funding and Awards website for further award information.

Beyond diagnosis: using a futurist approach to improve access to radiation oncology services in South Africa

Aim Radiation oncology is an integral aspect of comprehensive cancer treatment, with approximately 50% of patients requiring curative or palliative radiotherapy intervention. In the South African public sector, radiation oncology services are constrained by various factors including service coverage, equipment and staff shortages, causing consequent delays in access to care. The National Cancer Strategic Framework for South Africa (NCSF) (2017-2022) offers strategic direction for cancer services in the country. Methods Futurist causal layered analysis (CLA) provides a comprehensive approach to exploring the multifaceted factors that influence access to radiation oncology services. Using the established layers of CLA, namely, the litany, systemic, worldview and mythical layers, the NCSF, relevant literature, and expert perspectives, were used to explore the multiple levels of influence related to radiation oncology services in South Africa. Findings Considering litany, review of process flows and radiation oncology care models could offer strategic pathways for reducing waiting times and improving access to care. From the systemic layer analysis, health system strengthening should include improving clinical governance and access to available services within both the public and private sectors. This could simultaneously address the worldview of an unconstitutional lack of access to radiation oncology care within the public health sector. The final level considered myths related to radiation oncology in South Africa, including its perceived efficacy only in advanced cancer stages, and highlighted the importance of a business case for radiation oncology services to support enhanced planning and outcomes. Conclusions CLA methodology offers new insights into the challenges and opportunities facing radiation oncology services in South Africa. By comprehensively addressing the complex causal layers impacting radiation oncology services, policymakers and stakeholders can make more informed decisions to improve access to radiation oncology care in the country. The study recommends that the entire cascade of cancer care, including treatment pathways and multi-stakeholder perspectives, should be reviewed. Internal and external factors that delay the initiation of radiotherapy should be mapped and mitigated.

A qualitative study of nurse participation in global health in the English NHS: participation, interest, and barriers to participation

BackgroundNurses contribute to the largest demographic of the healthcare workforce. However, given current global shortages of workforce capacity, this often leads to limited capacity to engage in extracurricular educational developments beyond their immediate role. Consequently, this significantly limits the range of workforce training and development opportunities that are available to them, which could enhance the variety of skills that are brought to the National Health Service (NHS).ObjectiveWe aimed to understand prior, current, and future participation in global health activities such as global health conferences, networks, and placements, among National Health Service (NHS) staff. Furthermore, we investigated the barriers and facilitators to participation in global health activities for nurses in our sample.MethodQualitative and quantitative data was gathered from an online survey conducted in England from July to November 2021. Thematic analysis was used to examine the qualitative data collected from one open-ended question, whereas statistical analysis was used to examine the remaining quantitative data.ResultsMost (84%) nurses in our sample had not participated in a global health activity. Our results highlighted three barriers to participation, including insufficient communication, a lack of awareness, and capacity issues.ConclusionThis study showed that, despite low levels of prior participation, there is a strong desire among surveyed nurses to be involved in global health activities and education. Our findings also suggest that enhanced communication of opportunities available is needed, in addition to organisational support which incorporates strategies to overcome capacity constraints.