Staff Communication Research Articles

COMMUNITY FLOOD DISASTER PREPAREDNESS IN FLOOD-PRONE RURAL AND URBAN COMMUNITIES IN KADUNA STATE, NIGERIA

Flood is a common disaster globally with devastating impact. Community flood disaster preparedness is neglected in developing countries, Nigeria inclusive, especially in the rural areas. This study assessed and compared the level of community flood disaster preparedness in flood-prone rural and urban communities in Kaduna State. A mixed method comparative cross-sectional study design and multistage sampling technique and data obtained from 202 household heads in each study group (rural and urban communities) using pretested structured questionnaires, focus group discussions (FGDs), key informant interviews (KIIs) and observational checklist. Multistage sampling technique was used to select the household heads for the quantitative study. Purposive sampling was used to select the community members for the FGDs, the community leaders and staff of Kaduna State Emergency Management Agency (SEMA) for the KIIs. The quantitative data was analyzed using SPSS version 23.0. The qualitative data was analysed using content analysis. Majority of both the rural (99.0%) and urban (86.1%) communities were not prepared for flood disaster; 34% and 10% of the rural and urban communities respectively had flood disaster plans. Only 19.3% in the urban communities compared with 1% in the rural communities had early warning systems. There was statistically significant difference on community flood disaster preparedness between the urban and rural communities (p =0.001). Overall, the flood preparedness in both rural and urban communities was very poor, though slightly better in the urban communities. There is need for training of the communities by the relevant stakeholder such as SEMA on flood disaster preparedness.

Co-development of implementation strategies to assist staff of a mental health community managed organisation provide preventive care for health behaviours.

People with a mental health condition are at risk of developing chronic physical disease due to smoking tobacco, inadequate nutrition, high alcohol consumption, low physical activity and poor sleep (SNAPS). Community managed organisations (CMOs) represent an opportune setting to support mental health consumers to improve their health behaviours through providing preventive care. Reporting of methods used to co-develop implementation strategies to assist CMO staff to deliver preventive care for SNAPS are scarce yet warranted. This study aims to: (1) describe a co-development workshop involving CMO staff and researchers to identify preferred implementation support strategies to help staff routinely provide preventive care; (2) describe the strategies that emerged from the workshop; and (3) report staff ratings of the workshop on four co-development principles. A three-hour co-development workshop was conducted on two occasions with staff of one CMO in New South Wales, Australia. Twenty staff participated in the workshops. Participants generated and ranked a total of seven discrete implementation strategies within five categories (training, point of care prompts, guidelines, continuous quality improvement and consumer activation). Training for staff to have difficult conversations about behaviour change was ranked highest in both workshops. Participants rated the workshops positively across four co-development principles. The co-development workshop enabled implementation strategies to be developed within the context in which they were to be delivered and tested, potentially increasing their feasibility, acceptability, appropriateness and impact. SO WHAT?: Implementation strategies selected from the workshops will inform a pilot implementation support trial to assist CMO staff to provide preventive care to people with mental health conditions.

Improving Staff Communication through Foreign Language Training on the Kanto Lampo Waterfall Tourist Attraction

In 2 years (covid outbreak) the Kanto Lampo Waterfall tourist attraction has not been operational resulting in many things changing and not being maintained. The results of discussions with management can be seen that there are 3 problems, namely: (1) Tourism human resources are very important to understand and have expertise, health and work safety (K3), (2) Human resources need to also master several foreign languages besides English considering that tourists come from various countries; Thus, the solution that can be offered is K3 training to increase skills in handling tourists and foreign languages. Training is provided by lecturers who are competent in their fields. Training runs according to a predetermined schedule. The results of the activity showed that K3 training had increased understanding to 100%. The results of foreign language training also increased to 87% and grammar use by 90%. From the interview results, the training was said to be satisfactory. This can be indicated by the request of participants and management to carry out further activities with the addition of excellent service and management training so that management can be carried out more professionally.

Clinician views on actionable processes of care for prolonged stay intensive care patients and families: A descriptive qualitative study

ObjectivesTo explore clinician perspectives on key actionable processes of care that may improve outcomes and experience of patients experiencing a prolonged (over 7 days) intensive care unit stay, and their family members. Research methodologyA descriptive qualitative interview study in the United Kingdom. We conducted online semi-structured interviews using video conferencing software (October 2020–August 2022). We used purposive sampling ensuring participation from a broad range of professions representing the interprofessional team in the United Kingdom. We used Framework Analysis methods to group actionable processes into the six themes of person-centred care. Analyses were informed by our previous scoping review and previous interviews with former patients and family members. FindingsWe interviewed 24 staff participants and identified 36 actionable processes of care under six themes of person-centred care. Processes relating to communication (both establishing an effective communication method for the patient and staff communication with the patient and family), continuity of staff and care plans, and personalising the environment and routines, and allowing flexible family visiting were most frequently articulated. These processes were perceived as having a multifaceted impact on patient and family wellbeing, for example family visiting helping patient and family emotional wellbeing and staff communication with family; and establishing an effective communication method for patients reduced their anxiety, enhanced their involvement in their care and allowed staff to include them in ward rounds more efficiently. ConclusionWe identified 36 actionable processes of care from interviews with intensive care staff, with an emphasis on enhancing patient autonomy through optimising communication and involvement in decision-making, participation of family, and continuity of staff and care plans. Implications for clinical practiceThese 36 actionable processes of care will contribute to future development of quality improvement tools, which will be used to standardise the care of prolonged-stay intensive care patients and their families.

Governance system construction of grassroots community for patients with mental disorders in the context of COVID-19

BackgroundThe outbreak of the novel coronavirus has caused a huge impact on the global society, and people with mental disorders are facing greater psychological pressure and health risks. In this context, the construction of a governance system in grassroots communities plays an important role in maintaining the mental health of patients with mental disorders.Subjects and MethodsThe study focused on patients with mental disorders, used mixed research methods, and combined qualitative and quantitative data. In the qualitative part, the influence mechanism and practical experience of community governance system construction on patients with mental disorders are explored through interviewing grassroots community staff, mental health experts, and patients with mental disorders. The quantitative part of the questionnaire survey collected the community governance system construction and the mental health of patients with mental disorders related data. The statistical software is used for data analysis, including descriptive statistics, correlation analysis, and regression analysis.ResultsThe study showed that there was a significant positive correlation between the construction of a grassroots community governance system and the mental health of patients with mental disorders (correlation coefficient was 0.45, P<0.01). The comprehensive service capacity and allocation of mental health resources in the community have an important impact on the psychological support and rehabilitation of patients with mental disorders.ConclusionsThe study found that the construction of a community governance system can provide more psychological support and rehabilitation resources to help patients with mental disorders better cope with the psychological pressure brought by the epidemic.AcknowledgementIn 2020, Simulation Mediation and Processing of Civil Disputes (VR) (No. 501), the third-class practical project of the integration of industry and education in Zhejiang Province; Ideological and Political Demonstration course construction project of university-level courses of Zhejiang Police College in 2021 (No. 20210205); Civil Law II, the university-level ideological and political demonstration course of Zhejiang Police College in 2021 (No. 6); the general planning project of Zhejiang Provincial Education Science Planning in 2022 (universities) (No. 2022SCG320).

Reflective Pedagogy Community of Practice: Engaging Faculty and Staff in Reflective Pedagogy to Prepare for Eportfolio Launch

To prepare faculty and staff for using eportfolios in classes and with co-curricular experiences, we engaged faculty and staff in a Reflective Pedagogy Community of Practice. Participants reviewed and discussed the literature on reflective pedagogy, particularly related to using eportfolios. Participants documented their learning about reflective pedagogy in an eportfolio and shared their eportfolio with other participants for review and feedback. Materials and discussion prompts used during the community of practice sessions are provided. The assessment indicated that participants felt that the amount of work and the number of sessions that the group met were reasonable and that they learned a lot from the readings, discussions, eportfolio creation, and peer review of others’ eportfolios. This model to prepare faculty for using reflective pedagogy with eportfolios can be adopted by other institutions.

A-344 Don't Get Rejected: Reduce Specimen rejection in Phlebotomy

Abstract Background Pre-analytical specimen rejection plagues laboratories, patient care decisions, and satisfaction. Rejection data used for quality improvement varies and often excludes pediatric-only populations. With an outdated benchmark of 2.2% total rejections, our phlebotomy department was maintaining a baseline rejection rate of 1.39%. We assessed only tests where a result was not able to be given for reasons of: Quantity Not Sufficient (QNS), Clotted, Hemolyzed, improperly collected or handled, and unlabeled or mislabeled. While our department exceeded current benchmarks, continued improvements were desired to provide the best care and experience. We collaborated with the Vascular access team (VAT) at our institution to improve our processes. Methods Specimen rejection was defined as any sample(s) collected for analysis not performed due to Quantity Not Sufficient (QNS), Clot, Hemolysis, improper collection/handling, and unlabeled/mislabeled specimens. Over the next 3 months, samples obtained by outpatient and inpatient phlebotomist draws were reviewed for pre-analytical errors. VAT and phlebotomy began meeting monthly and developed a 1-day shadow experience for new phlebotomy hires and a mechanism to identify DVA patients. In collaboration with Information Management, coping comfort plans (CCP) were implemented in patient medical record which documented patient preferences and staff observations for potentially painful procedures. The CCP paved updates tip sheets, purchases of transilluminators, and stock heat packs in phlebotomy stations. Additional aids were purchased for patient comfort in outpatient areas. A communication center installed and allowed for an area to write down room numbers of DVAs and to display current rejection rates. Improved staff communication regarding rejected samples was publicly posted on the communication center by phlebotomist name. These characterized type and number of rejections as well as a stoplight color coding to depict acceptable, at risk, and unacceptable errors by phlebotomists monthly. Goals were posted monthly in the communication center. 18 months was allotted for implementation of the final goal of ≤0.5% total rejections, allowing for quarterly reports, changes, and PDSA cycles. Results Initial staff surveys discovered 71% of staff were unaware of their rejected samples, 57% of staff were unaware this was a monitored metric, 100% of staff agreed importance. During quarter one of data reporting, it was assumed that all rejections would fall ≤1.25% monthly in Q2-Q3, ≤1.00% in Q4, and by Q2 of the following fiscal year to ≤0.50%. The average rejection rates were: Q1: 1.05%, Q2: 1.0%, Q3: 0.69%, Q4: 0.70%. In year 2 rejection rates were: Q1: 0.5%, Q2: 0.3%. Post-implementation survey conducted resulting in 100% of staff were aware of their rejected samples, aware of the metric, and agreed it was important. Staff additionally suggested improvements and have noted to have higher morale and trust within their group by partnering in this project to improve inpatient workflows. Average rejection rates were reviewed at 1- and 2-year post implementation: 0.05% and 0.42% respectively. Conclusion Rejection not only causes waste but a risk to patients as results and treatment can be delayed. By changing configurations in workflow, tools, communication and medical records, phlebotomy staff can be the key drivers of change

Planning for Socio-Ecological Conservation in South African Nature Reserves: Model of Influences on the Attitudes of Proximate Communities

Conservation planning models need to be more inclusive, considering both social and ecological dimensions in order to achieve sustainable conservation. To do this, stakeholders need to understand the communities that border protected areas, which involves insight into attitudes. This research therefore aimed to determine what influences the attitudes of local communities towards protected areas, culminating in a model. The research was conducted at three case study sites across South Africa, each involving a nature reserve and a proximate local community. Multiple qualitative methods were used to gather data from the local community and protected area staff around different aspects that influence attitudes. Following cross-case analysis, meta-themes were identified that formed the building blocks of the model and informed the accompanying practical recommendations regarding implementation thereof. The model outlines the centrality of relationships between local communities and park stakeholders, which are impacted by benefits, costs, facilitators and detractors. It also outlines how positive attitudes can be fostered through practical actions. As communities receive and perceive the benefits of living alongside wildlife, there is potential for positivity to improve while simultaneously achieving biodiversity conservation that is supported by the community. In line with adaptive management, users can test and adapt the model, continually aiming for conservation planning that is more community-based.

Implementing One-at-a-Time Therapy in community addiction and mental health centres: a retrospective exploration of the implementation process and initial outcomes

BackgroundThe Department of Health of the Government of New Brunswick and Regional Health Authorities elected to implement Stepped Care 2.0 (SC2.0) in 2021, and began with One-at-a-Time (OAAT) therapy in Community Addiction and Mental Health Centres (CAMHCs) to facilitate rapid access to addiction and mental healthcare. This study: 1) explicated the process of implementing OAAT therapy as it aligned to evidence-based implementation frameworks and strategies; 2) assessed readiness for change among providers during the implementation; and 3) evaluated initial client and system outcomes.MethodsThe process of implementing OAAT therapy within CAMHCs was documented and retrospectively aligned with the Active Implementation Frameworks-Stages of Implementation, Consolidated Framework for Implementation Research, and incorporated strategies endorsed by the Expert Recommendations for Implementing Change. Providers working in CAMHCs completed online asynchronous courses in OAAT therapy and SC2.0, and were recruited to participate in research on perceptions of organizational readiness. Initial outcomes of the implementation were evaluated through client satisfaction surveys administered in CAMHCs and system performance indicators.ResultsAligning with implementation stages, key strategies included: 1) continuously monitoring readiness and soliciting stakeholder feedback for iterative improvement; 2) building a representative implementation team with engaged leaders; 3) creating a comprehensive implementation plan on staff training, communication, and system changes; and 4) supporting sustainability. Providers who participated in research (N = 170, ~ 50% response rate) agreed that their organization was ready for implementation, and that OAAT therapy delivered within a SC2.0 framework was acceptable, appropriate, and feasible. More than 3,600 OAAT therapy sessions were delivered during the initial implementation stage, and waitlists were reduced by 64.1%. The majority of clients who completed surveys (N = 1240, ~ 35% response rate) reported that their OAAT therapy session was helpful, with a minority reporting that additional intervention was needed.ConclusionsThoughtful planning and execution, aligned with evidence-based implementation frameworks and strategies, played an important role in this provincial change initiative. Implementation steps outlined can help inform others looking to enact large-scale change.

Avoid Breakdowns Between Staff And Volunteer Communication

Avoid Breakdowns Between Staff And Volunteer Communication

Lifestyle Factors and Energy Intakes with Risks of Breast Cancer among Pre- and Post- Menopausal Women in Taiwan.

Although the incidence of invasive breast cancer (BC) among women in Asian is generally lower than that in Western countries, the incidence of BC has been on the rise in the past three decades in Asian countries. This hospital-based case-control study aimed to explore the relationship between dietary and metabolic factors and BC risk in pre- and post-menopausal women. We enrolled 285 patients with newly diagnosed BC at the National Taiwan University Hospital and 297 controls from the local community and hospital staff. Before receiving anticancer therapy, all patients with BC and control participants completed a 57-question semi-quantitative Food Frequency Questionnaire. For pre-menopausal women, plant-based factor scores rich in seeds and nuts, soy, fruits, and seaweeds correlated significantly with reduced BC risks, whereas menarche occurring at <12 years of age, reduced physical activity, and high-density lipoprotein <40 mg/dL were associated with increased BC risks. For post-menopausal women, plant-based dietary factor scores were also associated with reduced risks, whereas increased body mass index and energy intake levels correlated with increased BC risks. Diets rich in plant-based dietary patterns are protective against BC risk, regardless of menopausal status. Habitual physical activity is protective against BC risk among pre-menopausal Taiwanese women. Maintaining optimal weight and caloric intake is beneficial for reducing post-menopausal BC risk.

Influence of medical humanization on patients' attribution in negative medical situations with communication as the mediator: a questionnaire study.

Patients' attribution in negative medical situations plays a vital role in reducing medical conflicts and developing high-quality healthcare. The purpose of this study was to investigate the triadic relations among patients' attribution, medical humanization and communication. Furthermore, the mediating effect of communication was tested. A cross-sectional study on the relationship between patients' attribution in negative medical situations and medical staff's humanization and communication was conducted, with 3,000 participants totally from 103 hospitals of three different levels in different regions. There were significant positive correlations among medical staff's humanization, communication and patients' attributional styles (r = 0.112-0.236, p < 0.001 for all). Medical humanization had direct predictive effects on patients' attributional style in negative medical situations (β = 0.14, p < 0.01). Mediation analysis also indicated the indirect predictive effect of medical humanization on patients' attributions through communication (β = 0.02, p < 0.01). Patients' attribution in negative medical situations is predicted by patients' perception of medical staff's humanization in healthcare and physicians' communication skills. Medical humanization not only affects patients' attributions in negative situations directly, but also influences patients' attributions via communication indirectly. The humanistic care should be included in medical education for healthcare professionals, and professional training on medical staff's humanization and communication skills is strongly needed to establish healthy and harmonious doctor-patient relationship.

The Use of Alternative Rooms in Forensic and Regular Psychiatric Units: A Scoping Review.

(1) Background: Emotional regulation, distress and relational conflicts often occur during hospitalization and rehabilitation on psychiatric units, especially in patients suffering from severe and persistent mental disorders. While widely used in children and geriatric patients, little literature exists on the use and outcomes of alternative rooms in the context of forensic and regular psychiatric units for adult patients. Considering the scarcity of the literature on alternative use, this study is motivated by the following research question: what are the main uses and outcomes of alternative rooms in the context of forensic and regular psychiatric units? The main objective of this study is to conduct a scoping review of the use and outcomes of alternative rooms for the context of psychiatric inpatients. (2) Methods: A systematic search was performed in the electronic databases of MedLine, Web of Science, PsycNet (PsycINFO) and Google Scholar from their inception dates until 2022. (3) Results: A total of nine studies were analyzed. Sensory, multisensory rooms, Snoezelen, and comfort rooms are the types of alternative rooms discussed in these studies. Distress and anxiety reduction, increase in self-esteem, impact on seclusion rates, patient-staff communication and alliances, heart and respiration rate reduction, and improvement of alexithymia were identified among the main uses and outcomes of these rooms. (4) Conclusions: The scarcity of literature available to draw information from for this review and possible impact on improving patient outcomes and quality of treatment in psychiatric units opens the door to future studies to better understand the efficacy of such rooms. Research into the ideal implementation tactics of such rooms, long-term outcomes, and the influence on diverse patient demographics could be areas of improvement in the use of alternative rooms.

Software Projects Crest and Trough in Pakistan: A Management Spectrum

Software industry has become as popular factor in the progress triumph of every country. Software project management techniques are significantly applicable in the development cycle of software projects. Despite that software projects face many tarnished reputations of poor performance in terms of schedule, budget, quality, and many other management and controlling correlated factors. Influencing factors which makes the software project successful are under the prominence of extensive research for more than the 40 years. Still, most of the relevant research in this territory has focused on developing countries with little consideration of less advanced countries. The purpose of this paper is to explore the success and failure factors in the Pakistani software environment using Qualitative research analysis approach. For this purpose, almost thirty software houses were targeted from four provinces of Pakistan and collected perception-based data through questionnaires and interviews from related personals. We further elaborate and compare some critical factors from past literatures in this research. Finally, the outcomes and findings showed better management and development aspects for a healthy software project growth in the domain of Pakistan. The importance of this research is to cover both theoretical and practical dimensions of software project management. We have found that proper scheduling, appropriate estimation of cost and time, Agile methodology, RMMM (risk mitigation, monitoring, management) approach, team bonding, team or staff motivational and communication factors significantly affected on successful projects.

Applying the Consolidated Framework for Implementation Research to Optimize Implementation Strategies for the Friendship Bench Psychological Intervention in Zimbabwe

Scaling up an evidence-based mental health program such as the Friendship Bench (FB) Zimbabwe bares many difficulties. Guided by the Consolidated Framework for Implementation Research (CFIR), this study sought to understand the contextual determinants of FB performance and to identify and match novel implementation strategies to optimally overcome barriers. The CFIR was applied to guide twenty-five focus group discussions with n = 152 stakeholders in nine high- and four low-performing clinics across three cities in Zimbabwe to identify the constructs distinguishing clinic performance. Identified implementation barriers were included in the CFIR-Expert Recommendation for Implementation Change (ERIC) matching tool to inform strategies to optimize future FB implementation outcomes. Constructs peer pressure, goals and feedback, learning climate, planning, formally appointed leaders, and external change agents strongly distinguished between high- and low-performing clinics. Barriers to implementation were intervention complexity and organizational incentives and rewards; intervention-related constructs were identified as enablers. Strategies such as identifying and preparing champions, altering incentive structures, developing a formal implementation blueprint, and organizing regular clinician meetings were chosen to address barriers and optimize FB implementation. There was variability in the implementation performance of FB three years post-scale-up. High-performing clinics appear to be influenced positively by peer pressure, goal setting and feedback, better staff communication and integration of the program, overall learning climate, and clinic-level planning. A set of enhanced FB implementation strategies should be applied to improve implementation performance.

Community-based Aboriginal staff taking the lead in family support: a case study of transforming practices prompted by the COVID-19 pandemic

ABSTRACT The Play to Connect programme is an ongoing action research project investigating implementation of a parenting programme for families and children living in disadvantaged remote Aboriginal communities in Australia’s Northern Territory. The aim of this research was to identify critical skills and supports needed for community staff to deliver family support services in their community. The presented collaborative research project was undertaken by two community-based Aboriginal implementation officers and two visiting practitioners between March 2020 and December 2021. At this time, social service delivery was impacted by COVID-19 lockdown restrictions when visiting staff were temporarily permitted to fly into remote communities. The visiting practitioners interviewed the local Aboriginal community staff after family visits to explore how to build their professional competencies and contribute to the nature of programme delivery. Thematic analysis of the interviews and debriefing notes emphasise three key factors crucial in building professional competencies: experiential and reflective learning; partnership and collaboration; and increased self-efficacy. The promising practices identified have potential for broader application across Aboriginal communities to enhance cross-cultural and multi-disciplinary teamwork for service delivery. These professional development processes can ensure more accessible programmes for Indigenous communities based on cultural relevance and the diverse needs of participating families.

An Empirical Study of Paradigm Shift in Patient Loyalty Towards Hospitals in The Wake of the COVID-19 pandemic

Purpose: This research paper aims to identify the factors that have influenced patients' loyalty towards hospitals, doctors, or healthcare providers during the COVID-19 pandemic. The study seeks to create a comprehensive model that takes all these factors into account. Design/ Methodology/Approach: The study collected primary data from 400 valid responses using a Google Form, and a non-probability, convenient sampling technique was used. The sample size was calculated using G*Power software. [21] The respondents were mostly from Bhopal or nearby areas in Madhya Pradesh, India. SmartPLS software [22] was used to conduct partial least square structural equation modeling. The study used confirmatory composite analysis to observe interrelationships in terms of linear compounds, and tested research hypotheses using a structural model. Findings: The COVID-19 pandemic has had a profound impact on the healthcare industry, including patient loyalty and expectations. The research highlighted that patients are increasingly looking for a more human-centered approach from medical staff, which includes better communication and more personalized care. This means that healthcare providers need to focus on building strong patient relationships based on trust, empathy, and respect. Originality Value: The present research work will help in identifying the key drivers of patient loyalty so that hospitals can focus on improving the areas that matter most to their patients, such as the quality of care, staff communication, accessibility, and overall patient experience. This, in turn, can increase patient satisfaction and ultimately lead to higher levels of patient loyalty.

Recruiting historically under-represented individuals into Project ECHO Diabetes: using barrier analysis to understand disparities in clinical research in the USA

ObjectivesIndividuals under-recruited in diabetes research studies include those not seen at endocrinology centres and those from rural, low socioeconomic and/or under-represented racial/ethnic groups. The purpose of this descriptive analysis is...

“Now I get what’s important” - Shifting philosophies of hospice society staff and trained volunteers involved in peer-facilitated Advance Care Planning workshops for the public

ObjectiveCommunity-led approaches can increase public engagement in Advance Care Planning (ACP). Better understanding of the experiences and perspectives of community staff and volunteers who host and facilitate community-led, peer-facilitated ACP workshops is valuable when considering the spread of these approaches. MethodsContent analysis of qualitative data from community-based hospice societies delivering ACP workshops to the public in British Columbia: one-on-one interviews with 5 organizational representatives and focus groups with 13 peer facilitators. ResultsThree main categories emerged: 1) ACP is about ‘Living well’; 2) Transitioning focus from legal forms to conversations; 3) Benefits to all involved. ConclusionsCommunity staff and volunteers acknowledge the role they could play in promoting ACP in their communities. They recognize the benefits to the facilitators and public participants from following a community-led approach that emphasizes the importance of ACP conversations over the completion of relevant legal forms. Additional potential benefits of this approach, as reported by the organizational representatives, are increased volunteer engagement, more community partnerships, and an enhanced organizational profile. Practice implicationsThis community-led model can be a meaningful and approachable way to engage the public in ACP. Hospice societies are well positioned in the community to incorporate ACP workshops into their programming.

Satisfaction with information services among individuals in China’s urban communities during the COVID-19 pandemic

PurposeThis paper aims to study individuals’ information service satisfaction during the COVID-19 pandemic lockdown in China’s urban communities.Design/methodology/approachThe researchers analyse people’s uncertainties during the pandemic and argue that uncertainties caused by the lockdown can negatively affect people. By reducing people’s uncertainty during the pandemic, community staff members can improve individuals’ information service satisfaction and social order. This study constructs a conceptual model that includes key transparency and self-disclosure constructs and their relationships that can contribute to the trust and satisfaction of the community information service phenomenon. The researchers collected 489 responses to test their hypothesis from an online survey of Chinese residents in areas where the strict lockdown policy was implemented.FindingsThe empirical results show that policy and goods information transparency significantly affect information service satisfaction in a positive way, with goods information transparency having the highest impact. Second, self-disclosure of community staff members is also an effective way to increase information service satisfaction. Finally, trust plays a mediating role in the influence of information transparency and self-disclosure on information service satisfaction.Originality/valueThis paper innovatively uses uncertainty reduction theory to examine the effects of information transparency and self-disclosure on satisfaction with community information services. It expands the research in the field of information service satisfaction and extends the scope of the research subjects of self-disclosure.