Staff Training Program Research Articles

Experience of violence and attitudes of staff members towards coercion in psychiatric settings: observational study.

Among important dimensions related to the use of coercive measures, professionals' attitude towards coercion is of particular interest. Little is known about how experiences of violence in the workplace might influence these attitudes. The present study aimed to investigate potential correlates of attitudes towards coercion, especially experiences of violence in the workplace. Mental health professionals were contacted through an online survey to assess their attitudes towards coercion using the Staff Attitude to Coercion Scale (SACS). The three subscales of the SACS (critical, pragmatic and positive attitudes) were analysed in a multivariate multiple linear regression, using a set of covariates including experiences of violence in the workplace. We hypothesised that experience of violence in the workplace would correlate with less critical attitudes of staff members towards coercion. A total of 423 professionals were included in the regression analysis. Age, professional category, feeling of insecurity, having witnessed or used coercion, and the emotional burden associated with coercive measures had a joint significant effect on the three SACS subscales. A feeling of insecurity, but not the experience of violence, was associated with a less critical, more positive appraisal of coercive measures. The emotional burden related to the use of coercion was associated with a more critical attitude. The present results highlight the importance of considering staff members' training and well-being regarding their feelings of insecurity when addressing attitudes towards coercion. The experience of patients should be integrated into staff training and coercion reduction programmes.

Crisis resilience assessment and management of public utility companies

Currently, the most frequently used models for forecasting the probability of company bankruptcy in the housing and utilities sector lack accuracy. The hypothesis is put forward that crisis resilience of a company can be assessed based on its adaptive capabilities. The paper aims to construct a more accurate compared to the known regression model for predicting bankruptcies, as well as develop models for assessing the quality of crisis adaptation management at public utility companies allowing for the stakeholders’ interests and peculiarities of their interface. The methodological basis of the study consists of the theory of crisis management and a stakeholder approach. The methods include multiple regression analysis, stakeholder mapping, sociological survey, and expert assessments. The evidence comes from the accounting and statistical reporting of 49 public utility companies, materials of arbitration cases, survey results of 33 heads of organisations obtained in the period from February to March 2023. The theoretical developments are implemented within the empirical studies of public utility companies. To improve crisis adaptation and resilience of public utility companies the findings recommend to launch staff training programmes, establish mechanisms for horizontal intra-sectoral connections and maintain cooperation at the level of public authorities in order to control investments in the housing and utilities sector.

Person-Centeredness, Knowledge and Attitudes of Nurses towards Persons with Dementia

The prevalence of dementia is a global concern, and effective nursing care is needed to improve the lives of the elderly. A cross-sectional study was conducted among nurses in a government hospital. Most respondents had sufficient knowledge of dementia and positive attitudes and perceived a high standard of person-centred dementia care. There was a relationship between dementia knowledge and attitudes, as well as attitudes and perceived person-centeredness. Training programs for acute care staff should prioritize improving knowledge and attitudes, a goal that hospital administrators can promote through training that develops technical and intellectual skills alongside interpersonal and moral skills in dementia care

Effects of Cultural Diversity and Intercultural Communication on the Quality of Service and Customer Satisfaction in Hospitality and Tourism Settings in Brazil

Purpose: The study sought to analyze the effects of cultural diversity and intercultural communication on the quality of service and customer satisfaction in hospitality and tourism settings.
 Methodology: The study adopted a desktop methodology. Desk research refers to secondary data or that which can be collected without fieldwork. Desk research is basically involved in collecting data from existing resources hence it is often considered a low cost technique as compared to field research, as the main cost is involved in executive’s time, telephone charges and directories. Thus, the study relied on already published studies, reports and statistics. This secondary data was easily accessed through the online journals and library.
 Findings: Cultural diversity in Brazil's hospitality and tourism sector enriches customer experiences despite communication challenges. Effective strategies like language training and cultural sensitivity programs improve service quality, fostering an inclusive environment and personalized service. Investing in staff cultural competence training provides a competitive edge, attracting diverse clientele and ensuring customer satisfaction and loyalty.
 Unique Contribution to Theory, Practice and Policy: Cultural intelligence theory (CQ), Social identity theory & Communication accommodation theory (CAT) may be used to anchor future studies in the effects of cultural diversity and intercultural communication on the quality of service and customer satisfaction in hospitality and tourism settings. Implement cultural awareness training programs for hospitality and tourism staff to enhance their understanding of different cultures, communication styles, and customer preferences. Advocate for the development of industry-wide standards and guidelines for promoting cultural diversity and intercultural communication in hospitality and tourism settings.

A randomized controlled trial protocol for a virtual, scalable suicide prevention gatekeeper training program for community pharmacy staff (Pharm-SAVES)

BackgroundSuicide prevention gatekeeping is a skill that may support community (retail) pharmacists in managing patients who present with suicide warning signs. A brief, virtual, case-based training intervention was tailored to the retail setting (Pharm-SAVES). To test training effectiveness, a randomized controlled trial (RCT) protocol was developed for use in pharmacies across four states. ObjectiveTo introduce the trial protocol for assessing the effectiveness for increasing the proportion of staff who recognize patients displaying warning signs and self-report engaging in gatekeeping, including asking if the patient is considering suicide. MethodsThis study uses a parallel cluster-randomized controlled trial to recruit 150 pharmacy staff in community pharmacies in four states with two groups (intervention and control). The control group completes Pharm-SAVES online suicide prevention gatekeeper training and all assessment surveys at baseline after training and at 1-month follow-up. The experimental group completes all control group training and assessments plus interactive video role-play patient cases. ConclusionWe hypothesize that compared to those in the control group, experimental group trainees exposed to the interactive video role play patient cases will be more likely to recognize warning signs in patient cases and self-report engaging in gatekeeping.

Novice Auditors and Audits of Fair Values: Knowledge and Skill Requirements*

AbstractNovice auditors are increasingly being asked to perform tasks that were not expected of them in the past, including evaluation of fair values (FVs). This study contributes to the auditing literature by investigating novice auditors' competencies required for correct performance of FV auditing tasks, identifying weaknesses, and suggesting actions that could be taken by educators and practitioners to address those weaknesses. Using the audit of goodwill impairment under IFRS as the exemplar task for identifying FV auditing competencies, we create a normative process table for the task based on accounting and auditing standards and authoritative valuation literature. We analyze the verbal protocols of novice auditors while they perform the task and compare their processes to the normative table to understand weaknesses in their competencies. Our findings are of interest to auditing educators and audit firm personnel responsible for staff training programs, audit program development (e.g., checklists), supervision, and review.

Management Training Program and Leadership Mental Development for Field Staff of PT Intan Pertiwi Industri

Management Training and Leadership Mental Coaching Program at PT INTIWI aims to enhance managerial skills and the mental well-being of field personnel. Against the backdrop of understanding the complexity of fieldwork and the increasingly dynamic market demands, this program is designed to cultivate outstanding field leaders. Training methods involve discipline training, case-based training, pre-tests, and post-tests. Evaluation is conducted through pre-tests and post-tests, as well as participant feedback and field performance monitoring. The program is expected to have a positive impact, such as increased productivity, job satisfaction, and a reduction in stress levels. The success of this program will create a more balanced work environment and contribute to the strategic goals achievement of PT INTIWI.

Interactions that support older inpatients with cognitive impairments to engage with falls prevention in hospitals: An ethnographic study.

To explore the nature of interactions that enable older inpatients with cognitive impairments to engage with hospital staff on falls prevention. Ethnographic study. Ethnographic observations on orthopaedic and older person wards in English hospitals (251.25 h) and semi-structured qualitative interviews with 50 staff, 28 patients and three carers. Findings were analysed using a framework approach. Interactions were often informal and personalised. Staff qualities that supported engagement in falls prevention included the ability to empathise and negotiate, taking patient perspectives into account. Although registered nurses had limited time for this, families/carers and other staff, including engagement workers, did so and passed information to nurses. Some older inpatients with cognitive impairments engaged with staff on falls prevention. Engagement enabled them to express their needs and collaborate, to an extent, on falls prevention activities. To support this, we recommend wider adoption in hospitals of engagement workers and developing the relational skills that underpin engagement in training programmes for patient-facing staff. Interactions that support cognitively impaired inpatients to engage in falls prevention can involve not only nurses, but also families/carers and non-nursing staff, with potential to reduce pressures on busy nurses and improve patient safety. The paper adheres to EQUATOR guidelines, Standards for Reporting Qualitative Research. Patient/public contributors were involved in study design, evaluation and data analysis. They co-authored this manuscript.

Technical staff’s conception of training and development and its influence on performance: the case of University of Cape Coast, Ghana

ABSTRACT Appropriate, efficient and effective staff training and development programmes have the tendency to enhance work performance in an organisation. The study analysed technical staffs’ conception of training and development (T&D) and its influence on work performance in the University of Cape Coast. The mixed methods approach was used to collect data from 195 respondents. The study found that T&D programmes promoted peer learning, sharpened the skills of the technical staff, contributed to improved competencies and productivity. The study largely confirmed results from prior studies that providing training opportunities for staff improved performance and productivity. However, implementation challenges affect the effectiveness of training and development efforts, especially when staff resume work after training. The implication is that a combination of enhanced T&D programmes with stakeholder participation, provision of adequate logistics and other factors are essential for improved performance.

Contributing to an inclusive education for neurodivergent students: sharing reflections, practices, and experiences.

It is estimated that one in seven individuals, more than 15% of the population in the UK, are neurodivergent. In recent years, there has been a notable increase in university students disclosing disabilities, specific learning difficulties, or mental health conditions. Despite this, students with disabilities and learning differences often experience lower levels of well-being compared to their peers, and their completion rates are significantly lower. Two years ago, I was tasked with creating a training program for academic staff to enhance their support for neurodivergent students. In this commentary, I share reflections on what I have learned while developing this training, and I outline effective strategies and approaches that can be implemented in the design and delivery of educational content. I advocate a collaborative approach to training development with neurodivergent students and with colleagues with various roles. The commentary draws upon the Universal Design for Learning framework to advocate for an educational environment that is welcoming and accommodating to all learners. It champions strength-based practices, steering clear of the traditional deficit-focused narratives. My goal with this reflection is to prompt educators to reflect on their teaching methodologies, engage in conversations with their students, and to consider substantial pedagogical changes that prioritize inclusivity over reasonable adjustments.

Management of Type 1 Diabetes in a school setting: effectiveness of an online training program for school staff.

Since Type 1 Diabetes (T1D) onset usually occurs at a young age, a relevant number of affected people attend school for most of their time; it is necessary that school personnel receive appropriate education and training. We aimed to evaluate the effectiveness of the online training program offered by IRCCS Istituto Giannina Gaslini during and after COVID-19 pandemic. The Institute's Diabetes team offered an online training program to school staff of the Region during COVID-19 pandemic. A validated questionnaire was proposed to all the schools in which training meetings were held in the previous 2 years (2020-2021 and 2021-2022). The questionnaire consisted of four sections: Section 1 (Socio-demographical data), Section 2 (Theoretical knowledge on T1D), Section 3 (Confidence in handling T1D), and Section 4 (Practical skills and Glucagon Administration). To evaluate the effectiveness of the online training program, the answers between participants (Group A) and non-participants (Group B) were then compared. 225 subjects from 19 schools participated in the survey. People who participated to the training (Group A, n = 53) demonstrated better T1D theoretical knowledge compared to non-participants (Group B, n = 154; p < 0.001). Group A revealed to feel more confident in the management of children with T1D during scholastic (p = 0.006) and extra-scholastic activities (p = 0.01), in supporting the children in the administration of insulin (p < 0.001) and in recognizing hypoglycaemia (p = 0.006). Moreover, results confirmed good levels of confidence among scholastic personnel who participated in the training of administration of glucagon in case of severe hypoglycaemia. School staff who took part in the online training program on management of T1D showed better theoretical knowledge and better confidence in the management of daily needs and possible emergencies of students with T1D. It appears essential to offer educational programs on T1D for school staff by implementing the use of technological tools to reach a wider population. Moreover, it is advisable to offer a more practical approach, involving educational nurses.

ENHANCING CARTILAGE TISSUE FORMATION IN GELMA/ALGINATE-TYRAMINE INTERPENETRATED NETWORKS (IPNS) WITH LOW INTENSITY PULSE ULTRASOUND STIMULATION (LIPUS)

In the native articular cartilage microenvironment, chondrocytes are constantly subjected to dynamic physical stimuli that maintains tissue homeostasis. They produce extra cellular matrix (ECM) components such as collagens (type II mainly, 50-75%), proteoglycans (10-30%) and other type of proteins1 . While collagen offers a large resistance in tension, proteoglycans are the responsible of the viscoelastic response under compression due to the negative charge they confer to the ECM allowing it to entrap a large amount of interstitial fluid. In pathologic states (e.g. osteoarthritis), this ECM is degenerated and the negative charge becomes unbalanced, losing the chondroprotective properties and resulting on an overloaded chondrocytes that further degenerate the matrix.Low-Intensity Pulsed Ultrasound Stimulation (LIPUS) has been used to generate acoustic (pressure) waves that create bubbles that collapse with cells, inducing a stimulus that can modulate cell response2. This mechanical stimulation promotes the expression of type II collagen, type X collagen, aggrecan and TGF-β, appearing as a great strategy to regenerate cartilage. However, current strategies make use of extrinsic forces to stimulate cartilage formation overlooking the physico-chemical properties of the degenerated cartilage, resulting in an excessive load-transfer to chondrocytes and the consequent hypertrophy and degeneration.Here, interpenetrated networks (IPNs) with different compositions were created using methacrylated gelatin (GelMA), to mimic the collagen, and alginate functionalized with tyramine (Alg-tyr) to mimic glycosaminoglycans and to introduce a negative charge in the model. Within the matrix chondrocytes where encapsulated and stimulated under different conditions to identify the ultrasound parameters that enhance tissue formation. Samples with and without stimulation were compared analysing the expression and deposition of collagen II, aggrecan, collagen X and TGF-β. The results suggested that the chondrogenic marker expression of the samples stimulated for 10 minutes per day for 28 days, was two times higher overall in all of the cases, which was correlated to the tissue formation detected.Acknowledgments: The authors would like to thank the Basque Government for the “Predoctoral Training Program for Non-Doctoral Research Staff 2021-2022” (Grant ref.: PRE_2021_1_0403). This work was supported by the RETOS grant PID2020-114901RA-I00 of the Ministry of Science and Innovation (MICINN).

Electronic information resources management in academic libraries

The paper examined electronic information resource management in academic libraries. The paper is an opinion paper based on existing and related literature. The paper provided an introduction to academic libraries and electronic information resources (EIRs) as part of its resources. Other issues discussed in the paper include the concept of electronic information resources (EIRs), types of electronic information resources, benefits of electronic information resources and services in academic libraries, electronic information resource management in academic libraries, and challenges of managing electronic information resources in academic libraries. The paper concludes that proper management of electronic information resources (EIRs) in academic libraries is imperative to guarantee that users have access to sufficient and up-to-date information. Recommendations include continuous training programs for library staff and users, user-centric support services, collaborative partnerships with faculty and researchers to understand their needs, accessibility initiatives, usage data analysis, and the continuous effort of librarians in charge of academic libraries.

Workplace Violence and Emotional Intelligence among Nursing Professionals at a National Hospital in Northern Peru

Introduction: Workplace violence is identified as a growing challenge in the healthcare sector, negatively impacting both nursing professionals and the quality of patient care. In this context, emotional intelligence emerges as a key tool for mitigating the effects of workplace violence, facilitating effective stress management, and enhancing interpersonal relationships in the workplace. Method: The study employed a quantitative, correlational, cross-sectional design. The sample consisted of 183 nurses from a National Hospital in Chiclayo, Peru, selected through probabilistic sampling. Two instruments were used: the EVP-health questionnaire to assess workplace violence and the TMMS-24 scale to measure emotional intelligence. Results: Findings indicate that 45.3% of respondents experienced a high level of workplace violence, while 61.8% showed a low level of emotional intelligence. Additionally, a negative correlation between workplace violence and emotional intelligence was found, demonstrating that high levels of violence are associated with low levels of emotional intelligence. Conclusions: The study concludes that enhancing emotional intelligence in nurses could be crucial in reducing workplace violence in healthcare settings. The implementation of emotional intelligence training programs for healthcare staff is suggested, not only to improve the work environment but also to enhance the quality of care provided to patients. The research highlights the need to address these aspects to promote a safer and more efficient work environment in the healthcare sector.

An example of conducting participatory action research within the Living Lab in Ageing and Long-Term Care: Developing, evaluating, and implementing a reablement training programme

Demand for long-term care is rising, because of the aging of the population and the increase in chronic and degenerative diseases. Both community and institutional care services are facing challenges, not only caused by aggregated care needs but also through technological and related health care innovations. At the same time, the number of well-trained staff is decreasing, partly due to a negative image of care provision within the field of geriatrics. Innovations that address the changing needs and demands of the future are highly warranted and there is a strong need to develop and implement evidence-based practice and technology. Unfortunately, it may take on average up to 17 years before scientific knowledge is adopted in daily practice, and there is not a strong tradition of scientific research in long-term care. The result is that older people and their families, health care professionals, policy makers, and educators do not benefit sufficiently from new advancements and best available evidence.&#x0D; In this oral paper a model for a sustainable and successful interdisciplinary collaboration between scientists, care providers, and educators in long-term care will be presented: the “Living Lab in Ageing and Long-Term Care” by Maastricht University in the Netherlands. It is a structural collaboration between academia, educational institutions, long-term care providers and clients. It covers approximately 185 long-term care facilities (e.g. nursing homes, assisted and group living facilities) as well as professional home care, and includes about 50,000 clients and more than 27,000 staff. Their mission is to contribute with scientific research to improving i) quality of life of older people and their families; ii) quality of care and iii) quality of work of those working in long-term care. Key working mechanisms are the Linking Pins and interdisciplinary partnership using a team science approach, with great scientific and societal impact. For 25 years this structural collaboration has served as an infrastructure that drives scientific research in long-term care in co-creation with end-users, including older people and their relatives, health care professionals, policy makers and educators. More recently, the model of the living lab is replicated in other countries such as the UK, Belgium, Germany and Austria.&#x0D; After a brief description of the living lab, the collaboration between academia, educational institutions, long-term care providers and clients will be illustrated by introducing the “Stay Active at Home” study. In this study a reablement training programme for home care staff is developed, evaluated and implemented. The programme aims to teach home care staff how to stimulate clients’ autonomy and participation in meaningful daily activities. Finally, the symposium will end with suggestions how to replicate the model of the Living Lab in Ageing and Long-term Care in other places.

Suicide, suicide attempts and self-harm in Moroccan prisons

PurposeHigh rates of suicide and self-harm are reported in prisons in Western countries, while fewer studies exist from a non-Western context. This study aims to identify rates of suicide, non-fatal suicide attempts and self-harm in Moroccan prisons and to better understand the context, methods, tools, predictors and profile of persons engaged in the acts.Design/methodology/approachThe authors report findings from a mixed-methods study carried out before an intervention project. The study consists of a systematic literature review, an analysis of suicide case files, a quantitative survey on suicide attempts and self-harm, as well as interviews and focus group discussions. The authors calculate suicide, suicide attempt and self-harm rates and present descriptive data on the incidents. The authors use regression models to explore the association between the number of incidents per individual and selected predictors, adjusting for clustering by institution.FindingsOver a four-year period, 29 detained persons in Morocco died by suicide (average annual suicide rate 8.7 per 100,000). Most were men under the age of 30. Hanging accounted for all but one case. In one year, 230 suicide attempts were reported. Over a three-months period, 110 self-harm cases were reported from 18 institutions, cutting being the most common method. Self-harm was significantly more prevalent among persons with a life sentence or repeated incarcerations.Research limitations/implicationsTo make the study manageable as part of an intervention project, the authors collected data on suicides and suicide attempts from all prisons, while data on self-harm were collected from fewer prisons and over a shorter time period. The authors did not collect comparable information from detained persons who did not die by suicide, attempt suicide or self-harm. This prevented comparative analyses. Further, it is possible that self-harm cases were not reported if they did not result in serious physical injury. Data were collected by prison staff; thus, the voice of incarcerated persons is absent.Practical implicationsThis study provided a solid basis for designing an intervention project including the development of a national prison policy and guidelines on suicides, suicide attempts and self-harm and a country-wide training program for prison staff. It also led to a better surveillance system, allowing for trend analysis and better-informed policymaking. The qualitative results helped create an understanding of how staff may trivialize self-harm. This was integrated into the training package for staff, resulting in the creation of prison staff trainers who became the strongest advocates against the notion that self-harm was best ignored.Originality/valueTo the best of the authors’ knowledge, this is the first published data on suicide and self-harm in Moroccan prisons. It underscores the necessity for the intervention project and gives valuable insights into suicide and self-harm in a non-Western prison context. Further research is needed to assess whether the findings are typical of the region.

Sustainable Energy Systems and Green Hotel Practices in Hotels in Tamale Metropolis, Ghana

The hotel sector, along with numerous other tourism-related industries, significantly poses a threat to the environment through its extensive consumption of resources like water, energy, and non-durable items. The hotel industry is also well known for its large-scale discharge of raw and solid waste in varying proportions. As a result, numerous hotels have begun implementing innovative approaches to enhance the sustainability of their operations in efforts to alleviate their environmental impact while also addressing the increasing environmental concerns expressed by customers. Employing a cross-sectional design and quantitative approach and using both descriptive and inferential analysis, we assess sustainable energy systems and green hotel practices in the Tamale metropolis, Ghana. We find that majority of hotels in the Tamale metropolis have written green management policy. We also find that cost and customers understanding of green policies are the main challenges hindering their adaptation and implementation of sustainable energy systems. The study establishes a significant relationship between level of education and use of green energy practices. Again, the study finds staff strength to be highly inter-linked with the existence of green management policy. To this end, we recommend that operators should implement training programs for staff, replace fossil fuels with renewable energy sources and educating the citizens to foster increased awareness and trust in renewable energy systems, as well as to provide proper training for their effective utilization.&#x0D;

Bronchiolitis trends in out-of-hospital urgent care services in the Community of Madrid: Observational study, 2016–2023

IntroductionBronchiolitis poses a considerable challenge during its seasonal peak, overwhelming the material and human resources available to care for affected patients. As a result, interhospital transfers increase exponentially. We did not find any studies analysing the characteristics of patients with bronchiolitis managed in out-of-hospital urgent care (OHUC) services and the impact of the COVID-19 pandemic on the epidemiology of bronchiolitis. ObjectiveTo establish the characteristics of paediatric and neonatal patients with acute bronchiolitis (AB) managed in OHUC services in the Community of Madrid and to analyse the impact of the COVID-19 pandemic on the epidemiology of bronchiolitis. MethodsRetrospective cross-sectional observational and descriptive study carried out in OHUC settings in the Community of Madrid between 2016 and 2023. We included patients with a diagnosis of acute bronchiolitis based on the ICD-10 codes documented in the electronic records of urgent care visits and interhospital transports. We collected data on sociodemographic, clinical and treatment (ventilation and medication) variables. ResultsThe sample included 630 patients with AB: 343 managed in non-neonatal OHUC (non-neo) services and 287 by the mobile neonatal intensive care unit transport team (NTT). The median age was 3.7 months (IQR, 2.8–4.7) in patients in the non-neo OHUC group and 19 days (IQR, 14.2−23.7) in the NTT group. There was a statistically significant increase in age in the 2020/2021 season in the non-neo OHUC group. The severity score was significantly higher in the NTT group. There was an unusual peak in bronchiolitis cases in June 2021, coinciding with the end of the 4th wave of the COVID-19 pandemic. The incidence of bronchiolitis was highest after the 6th wave of the pandemic (13.5 cases per 10 000 children aged < 2 years). ConclusionsThe median age of paediatric patients with AB managed in OHUC services increased following the end of the lockdown imposed due to the COVID-19 pandemic, which was probably associated with the lack of exposure to the viruses that cause it. This also may explain why the incidence of bronchiolitis was highest in the season following the 6th wave of the pandemic. The severity score was higher in neonatal patients. Epidemiological surveillance, the introduction of protocols and the implementation of an ongoing training programme for non-specialized health care staff involved in the transport of these patients could improve their management.

КЛІЄНТСЬКИЙ СЕРВІС ЯК КОНКУРЕНТНА ПЕРЕВАГА ПРИ НАДАННІ НОТАРІАЛЬНИХ ПОСЛУГ

In the modern business world, customer service stands as a decisive factor of differentiation across various industries, including the realm of notarial services. The relevance of this topic is underscored by the increasing awareness that quality customer service can significantly enhance their satisfaction, loyalty, and competitive positioning. The aim of this work is to explore how customer service can be leveraged as a competitive advantage in the notarial sector, identifying key principles and optimal practices conducive to enhancing both customer service quality and operational excellence. The research analyzes the current state of customer service in the notarial services sector, shedding light on common challenges and areas in need of improvement. Through the use of an array of analytical methods, the study identifies critical factors conducive to quality customer service, such as responsiveness, professionalism, transparency, and personalized approach. The results indicate that notaries who prioritize customer-centric practices not only elevate client satisfaction levels but also achieve higher client retention rates and positive recommendations from both clients and fellow notaries. The conclusions drawn from this research highlight the transformative impact of customer service quality on the competitive dynamics of the notarial services industry. Notaries distinguished by high levels of customer service possess greater opportunities for differentiation in a crowded market, client acquisition and retention, and fostering long-term business growth. This study contributes to the advancement of scientific discourse by offering a thorough analysis of the mechanisms through which customer service confers competitive advantages in the realm of professional services. The scientific novelty of this research lies in its focus on the notarial services sector, a domain often overlooked in studies dedicated to customer service. The research elucidates specific practices and outcomes in this niche, providing valuable insights for both scholarly research and practical application. The practical significance of the study lies in offering actionable recommendations for notaries seeking to enhance the quality of their services. These recommendations include the implementation of customer relationship management (CRM) systems, the execution of regular training programs for staff, and the development of transparent communication channels to ensure prompt responsiveness to client needs.

What is known about the application of trauma-informed care within services for people with intellectual and/or development disabilities?

Trauma-informed care (TIC) is gaining momentum in various health, social, and educational settings globally in response to the widespread pervasiveness of adverse experiences and resultant psychological trauma. Given that people with intellectual and/or developmental disabilities (IDD) are more likely to experience traumatic life events than the general population, it makes sense that TIC should be in place within services supporting individuals with IDD. Yet there is a dearth of empirical research exploring the integration of TIC in such organisations and the spread of limited available literature is diverse. Thus, this paper aimed to scope and synthesise the emerging literature to elucidate what is known -regarding TIC in the context of IDD. A scoping review was conducted using the Arksey &amp; O’Malley (2005) guidelines. Three databases, PsycINFO, Web of Science, and PubMed, were searched using relevant search terms to retrieve 69 papers published since 2000, which were systematically screened for eligibility. Twenty-three papers comprising a range of source types met inclusion criteria and were reviewed rigorously, with included empirical studies appraised using the mixed methods appraisal tool (MMAT; Hong et al., 2018). The PAGER framework (Bradbury-Jones et al., 2022) was followed to generate four patterns from the findings: (1) Opportunities for Embedding TIC within IDD Contexts, (2) Incorporating TIC Principles into Specific IDD Service Models, (3) Implementing TIC across Micro, Meso, and Macro Levels, and (4) Challenges and Barriers to Implementing TIC in IDD Organisations. There is a growing body of literature exploring the implementation of TIC within IDD organisations, including newly emerging TIC training programmes for staff. Yet there remains a lack of empirical implementation research examining outcomes for service providers and recipients. Tentative evidence for clinical practice and research recommendations from each pattern of findings are discussed, along with strengths and limitations of this review.