Service Users Research Articles

Educational outcomes of children with major congenital anomalies: Study protocol for a population-based cohort study using linked hospital and education data from England

Background Major congenital anomalies (CAs) affect around 2% of live births and are a primary cause of infant mortality, childhood morbidity and long-term disability, often requiring hospitalisation and/or surgery. Children with CAs are at greater risk of lower educational attainment compared with their peers, which could be due to learning disabilities, higher rates of ill-health and school absences, or lack of adequate educational support. Our study will compare the educational attainment of children with CAs to those of their peers up to age 11 in England, using linked administrative health and education data. Methods We will analyse data from the ECHILD (Education and Child Health Insights from Linked Data) database. Children born in NHS-funded hospitals from 1st September 2003 to 31st August 2008 whose hospital records were linked to their educational records at three Key Stages (ages 4/5, 6/7 and 10/11 years) will be included. Children with different CAs, indicated by recorded hospital diagnosis codes, will be compared to children without CAs. We will compare the proportions of enrolled children who take the assessment, the proportions who reached national expected levels of attainment, and the mean standardised attainment scores for Maths and English at each Key Stage. We will describe variations in outcome by sex, ethnic minority background, region, and neighbourhood deprivation, and perform regression modelling to compare the attainment trajectories of children with and without CAs, controlling for sociodemographic factors. Ethics and dissemination Ethics approval has been obtained for the analyses of the ECHILD database. Our findings will provide information for parents regarding their children’s expected academic potential, and also enable the development of interventions to support those at risk of not doing well. We will disseminate our findings to academics, policy makers, service users and providers through seminars, peer-reviewed publications, conference abstracts and other media (lay summaries and infographics).

Today's Rent‐Seeking in Public Utility Regulation

A current regulatory issue in the United States centers on the business model of utilities, which includes asking to what extent utilities should broaden their activities to satisfy society‐wide political demands. There seems to be an inherent discordance between treating utilities as both a for‐profit business and a purveyor of public goods. This tension complicates efforts to achieve a political equilibrium (i.e., a consensus) and retain the traditional objective of utility regulation to assure “just and reasonable” prices and reliable service for households, businesses, and other users of utility services. Added objectives in recent years, as I argue below, clash with those traditional objectives.

Influence of service quality from PT Kereta Api Indonesia (Persero) on customer satisfaction at PT Bukit Asam Tbk

This study examines the effect of service quality provided by PT Kereta Api Indonesia (Persero) on the level of corporate customer satisfaction, specifically PT Bukit Asam Tbk. As a user of railway transportation services for coal logistics, PT Bukit Asam requires quality services to ensure smooth and efficient operations. This research uses quantitative methods with a sample of 100 respondents consisting of PT Bukit Asam Tbk employees involved in the logistics process. Data obtained through questionnaires were analyzed using multiple linear regression. The results showed that the service quality of PT Kereta Api Indonesia has a positive and significant influence on PT Bukit Asam's customer satisfaction, with the indicator of friendly service and responsiveness of the officers scoring the highest. These findings suggest that improving service quality can strengthen customer satisfaction and loyalty.

We can do better: Recommendations for mental health crisis care from people with lived experience.

The ED is increasingly the first point of contact for people who have no alternative when they are in a mental health crisis. However, there is mounting evidence of inadequate and negative responses to mental health crises in the ED, which has been identified as a 'human rights flashpoint'. This paper presents the desired crisis support from people who have accessed the ED in a mental health crisis and offers significant opportunities to use lived experience knowledge to reshape crisis care. These key messages arise from a phenomenological analysis of in-depth interviews with 31 users of ED services, a PhD study conducted by a lived experience researcher. The paper concludes with six recommendations that combine collective wished-for responses with tangible examples of how these desired responses can be translated into crisis care practice.

A Heterogeneous Multi-Satellite Dynamic Mission Planning Method Based on Metaheuristic Algorithms

The increasing demand for satellite communication necessitates efficient resource management, especially as next-generation high-throughput satellites (HTSs) face challenges in optimizing user connections. This paper presents a novel method that integrates a discretely improved Particle Swarm Optimization (PSO) algorithm with a dynamic task management framework to enhance satellite resource allocation efficiency. The PSO algorithm is adapted for discrete selection problems to maximize a fitness function based on user priority, user preference, and capacity satisfaction, thus ensuring accurate user–satellite matching. A main loop function iteratively updates user data and connection statuses, thus achieving continuous optimization of satellite connections. Through simulation studies, we validated the effectiveness of this method under dynamically changing user demands, demonstrating that the Discrete PSO algorithm significantly outperforms Simulated Annealing (SA) and the Genetic Algorithm (GA) in user satisfaction, maintaining levels above 0.996 even under high demand. Additionally, it effectively prioritizes high-demand users, ensuring their satisfaction remains above 0.95. Overall, our method enhances the management of daily communication tasks, significantly improving service quality and user satisfaction.

Hybrid managers in an evolving healthcare: Does gender matter?

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

Suicide attempt survivors’ recovery-related agency in the relational context of services: a qualitative analysis

BackgroundSuicidal persons’ contacts with services present a key opportunity for suicide prevention. However, interventions by services are not always effective. A deeper understanding of suicidal service users’ agency and its implications may facilitate the provision of meaningful responses to help-seeking during suicidal crises. This abductive study explores the recovery-related agency of suicide attempt survivors and the perceived role of interactions with services in facilitating or hindering it.MethodsFourteen Finnish suicide attempt survivors were interviewed in-depth on their experiences of interacting with services during a recent suicidal episode. An operationalization of recovery-related agency as the expressed ability to take (mental or physical) action in a direction perceived as aiding recovery from suicidality (i.e., the coupling of recovery-related intentionality and power) was used to explore transcribed interviews through directed content analysis. Data were further categorized based on whether the service context was perceived as helpful or unhelpful to recovery efforts.ResultsAll participants expressed both agency and non-agency in relation to their recovery process. The relational context provided by services was presented as highly relevant for the achievement and sustainability of recovery-related agency as well as for participants’ experience of safety in instances when agency was lacking. The results are presented as a typology of recovery-related agency in its perceived relational context, with the categories of sustained agency, strained agency, contained non-agency and uncontained non-agency.ConclusionsThe concept of agency helped capture important aspects of suicidal individuals’ recovery-related efforts and the role of services in facilitating or hindering them. The findings illuminate the value of viewing suicidal service users as agents of their own recovery process as well as the potential costs of ignoring this perspective in service delivery and design.

Mental health disorders before, during and after the COVID-19 pandemic: a nationwide study.

The COVID-19 pandemic and lockdowns prompted a major concern for mental health effects. Comprehensive nationwide studies are lacking on the indirect effect of the COVID-19 pandemic on the population's mental health. We aimed to determine whether the COVID-19 pandemic and lockdowns affected mental health service usage, suicide attempts, and suicides. This comprehensive nationwide register-linked study followed all individuals in Denmark from 1990. The main outcomes were rates of psychiatric admissions, use of psychotropic medication, suicide attempts, suicides, patients in community-based private psychiatry or psychology practices, and referrals to psychiatric hospitals. The impact of the pandemic (March 11, 2020-June 30, 2023) and lockdowns was assessed with log-normal models adjusted for pre-pandemic trends (January 1, 2017-March 10, 2020). We reported Rate Ratios (RR) of the observed and counterfactual rates. We identified the 5 807 714 (50.3% females) individuals living in Denmark on March 1, 2020. The rates of psychiatric admissions (RR: 0.95, 95% Confidence Interval (CI): 0.91 to 0.99, p-value: 0.017) and suicide attempts (RR: 0.85, 95% CI: 0.76 to 0.95, p-value: 0.007) were lower during the pandemic compared to the pre-pandemic trend. The rates of suicides (RR: 0.89, 95% CI: 0.75-1.05, p-value: 0.173), patients in private practices (RR: 1.00, 95% CI: 0.96-1.04, p-value: 0.986), and referrals (RR: 1.06, 95% CI: 0.95-1.18, p-value: 0.307) were not significantly different during the pandemic compared to the pre-pandemic trend. During the first lockdown, rates were lower for psychiatric admissions (RR: 0.85, 95% CI: 0.80 to 0.90, p-value <0.001), suicide attempts (RR: 0.80, 95% CI: 0.69 to 0.94, p-value: 0.007), suicides (RR: 0.67, 95% CI: 0.52 to 0.86, p-value: 0.002), patients in private practices (RR: 0.88, 95% CI: 0.82 to 0.93, p-value <0.001), and referrals (RR: 0.69, 95% CI: 0.60 to 0.81, p-value < 0.001) compared to the pre-pandemic trend. However, during the pandemic, the rate of psychotropic medication users increased by 6% compared to the pre-pandemic trend (RR: 1.06, 95% CI: 1.05 to 1.06, p-value < 0.001). The COVID-19 pandemic and lockdowns did not severely influence pre-pandemic trends of the mental health burden in Denmark's population on a nationwide level.

Hospital Customer Competition Issues are being addressed through Confirmation Factor Analysis on Experiential Marketing, Brand Trust, and Loyalty

Introduction The post-COVID-19 pandemic has caused an epidemiological transition that has pushed the pace of development of the health service system even further. Issues and revolutions in the health service industry have made all health service industry providers compete with each other to get service users with competitive advantages in the potential global health market. The hospital has improved revenue sustainability while promoting quality assurance practices. These healthcare industry managers have become adept at introducing business practices into business operations to increase the market for hospital customers. Exploratory factor analysis on important marketing dimensions such as experiential marketing, brand trust, and patient loyalty is very much needed in the issue of competition in the health service industry in hospitals. Materials and Methods This research was quantitative research with a survey approach to outpatients with a sample size of n=255 patients according to Lemeshow (1997). Identification of loading factor analysis includes experiential marketing variables, brand trust, and loyalty. Data analysis used IBM SPSS Statistics 26 Results The research results showed 1) an important loading factor on the experiential marketing variable is the Think dimension indicator (0.845), 2) an important loading factor on the brand trust variable is the brand characteristic dimension (0.945) and 3) an important loading factor on variable loyalty is Repeat Purchase (0.925) Conclusion Dimension of brand trust is the most important dimension in the issue of competition in the health service industry in hospitals. Strengthening and expanding hospital branding as a promotion strategy to add positive value to the reputation of patient and community services at the hospital.

The Implication of the Quality of Care with the Level of Satisfaction of the Administered of a State Entity in the Lambayeque Region

The quality of care provided to the citizens by state entities is a significant factor in organizations because measuring satisfaction levels strengthens trust in governmental institutions. The objective of this article is to establish the relationship between service quality and citizen satisfaction levels within a state entity in the Lambayeque Region. According to the literature reviewed, it was found that there is a significant positive relationship between service quality and user satisfaction in public entities. This means that as service quality improves, user satisfaction levels also increase. Conversely, a decrease in service quality tends to negatively impact user satisfaction. This finding underscores the importance of enhancing and maintaining high standards of service quality provided by state entities to ensure a satisfactory experience for users.

User Sentiment Analysis of the Shared Charging Service for China’s G318 Route

Shared charging services have gained popularity for their contribution to green travel. Accurately identifying the core factors that influence user experience (UX) not only enhances service quality and optimizes user satisfaction, but also promotes the dissemination of green travel concepts. However, the influencing factors and their mechanisms vary significantly across regions, particularly along the Chengdu–Lhasa (G318) route, which features large elevation changes, diverse climatic conditions, rugged terrain, and frequent geological disasters, making the influencing factors particularly complex. This study analyzes comment texts from 38 shared charging stations along the G318 route in the e-Charging APP, totaling 15,214 comments. A comprehensive approach is employed, including high-frequency word analysis, term frequency–inverse document frequency (TF-IDF) comparison, co-occurrence semantic network and co-word matrix feature correlation analysis, Latent Dirichlet Allocation (LDA) topic modeling, and sentiment analysis. This multifaceted analysis explores core themes, user viewpoints, and sentiments in the comments, focusing on users’ perspectives on service quality, usage experience, and environmental impact of the charging stations. The findings indicate that charging speed, service attitude, environment, operational status of hardware and software, and pricing are key factors influencing user sentiment. Users have a high demand for the perfection of supporting facilities of shared charging stations, directly affecting user satisfaction and indirectly influencing the brand image and market competitiveness of enterprises.

A Dynamic Edge Server Placement Scheme Using the Improved Snake Optimization Algorithm

In the paradigm of mobile edge computing (MEC), providing low-latency and high-reliability services for users is garnering increasing attention. Appropriate edge-server placement is the crucial first step to realizing such services, as it can meet computation requirements and enhance resource utilization. This study delves into efficient and intelligent dynamic edge-server placement by taking into account time-varying network scenarios and deployment costs. Firstly, edge servers are classified into static and dynamic ones. Subsequently, an improved snake optimization algorithm is proposed to determine the number and placement locations of dynamic servers while adhering to delay requirements. Finally, a minimum placement-cost algorithm is put forward to further reduce the service cost. Experimental results demonstrate that compared to classic algorithms, the proposed algorithms can achieve a reduction in latency of 5% to 12%. And compared to the state-of-the-art methods, they can reduce service costs by 20% to 43%. This research offers an effective solution for dynamic edge-server placement and holds great theoretical and practical significance.

‘A lot of social workers don’t seem to understand or realize the harm that they cause’: Disabled young people’s experiences with sexual well-being in social work practice

Abstract Young disabled people are disproportionately excluded from equal control, access, and choices concerning their sexual and reproductive rights. While sexual citizenship is founded on a rights-based approach and is closely connected with social work values such as empowerment and entitlement to full participation, many social workers do not include dimensions of sexual well-being in their scope of practice. This phenomenological study explores how social workers address the intersection of sexual well-being and disability from the perspectives of young disabled people. A total of twenty-four semi-structured interviews were carried out with individuals between the ages of 17 and 24 in Ontario, Canada, who identify themselves as disabled and have had prior interactions with a social worker. Social workers adopting risk-averse approaches negatively impacted the trust between young people and their social workers. Young people expressed their discontent with sexual well-being being deprioritized in practice, as participants considered dimensions of sexual well-being to be closely related to their physical, mental, and emotional health. Participants overwhelmingly reported that social workers should discuss sexual well-being with service users using sex-positive perspectives. The findings highlight the importance of holistic and comprehensive social work practices, including sexual well-being and sex-positive perspectives.

The Application of Artificial Intelligence for the Design of a Virtual Assistant (Chatbot) as an innovative approach in user service: Social Security Center No.102

The "Social Security Center No.102" has a deficiency in customer service, which has caused problems such as low user satisfaction, bad reputation, long waiting times for answers and loss of customers. The objective of this project is to demonstrate that the design and implementation of a virtual assistant (Chatbot) optimizes the service to users of the organization. As for the design of the method, the research is considered mixed, applied and technological; and depending on the level of research, it is descriptive, explanatory, cross-sectional, non-experimental and field. A stratified population sample of 380 people was considered, to whom a "questionnaire" type data collection instrument was applied, consisting of 4 sections and 24 items. Based on the results obtained, it was shown that the Chatbot improved efficiency by 64.4% and effectiveness by 63.1% in the provision of customer service to users.

Exploring public perception and utilization of medication home delivery services in the United Arab Emirates: a cross-sectional study

IntroductionThe Medication Home Delivery (MHD) service from community pharmacies involves the safe and efficient delivery of pharmaceuticals (prescription and non-prescription medications), and health products directly to the patient’s/consumer’s home. There are several issues encountered by the users of the MHD service that have an impact on their satisfaction with the service. The study aimed to assess the public’s perceptions of the MHD service in the United Arab Emirates (UAE), their willingness to utilize it, and the practical use of the service.MethodA cross-sectional exploratory study was conducted in the UAE using a validated online survey. The inclusion criteria were adults residing in the UAE. Statistical analysis was performed to identify the association between the variables, the service use, and the level of service efficiency.ResultsA total of 556 participants filled out the survey, with 69.4% of them using the service. The majority of participants were females (75.9%) and aged less than 40 years old (71.6%). Three variables showed a statistically significant association with the use of the MHD service (P < 0.05): the participant’s educational level, their medical/health background, and the frequency of visits to community pharmacies. The most common issues raised were receiving the wrong order, delay in delivery, and paying delivery fees. Most participants agreed that the MHD service reduces the risk of exposure during pandemics, serves the elderly, serves disabled people, makes it more comfortable for parents with children at home, and reduces overcrowding in health facilities, as well as the MHD service making pharmacy services more efficient.ConclusionThe study indicated positive perceptions among the public in the UAE towards the MHD service. However, there was a concern that this service may diminish the communication between pharmacists and patients, which potentially minimizes the amount of information received by patients regarding their treatments.

Cloud Platform Business Scenario Modeling Based on Multi-Model Fusion Recommendation Algorithm

In the era of cloud computing, businesses are increasingly relying on cloud platforms to streamline their operations and deliver services efficiently. Recommendation systems play a pivotal role in suggesting suitable services and resources to enhance user experience and optimize resource allocation. This paper presents a novel approach, the Multi-Model Fusion Recommendation Algorithm (MMFRA), which integrates multiple recommendation models using advanced fusion techniques to enhance the accuracy of recommendations in cloud platform business scenarios. The implementation process of MMFRA involves combining diverse recommendation models, such as collaborative filtering, content-based filtering, and matrix factorization, into a unified framework that leverages their strengths while mitigating individual limitations. This fusion process is designed to achieve higher precision in service recommendations by considering various aspects of user behavior and preferences. Through a comprehensive evaluation in a simulated cloud platform environment, MMFRA demonstrates superior performance in terms of recommendation accuracy and user satisfaction. The proposed algorithm offers significant potential for enhancing the effectiveness of cloud platform services, ultimately benefiting both service providers and users.

Understanding occupational therapy perinatal mental health practice in mothers from ethnic minorities: A qualitative study of practitioner perceived barriers and enablers

Introduction: In the United Kingdom, ethnic minority mothers experience increased risk of mental illness compared to white women of British heritage. However, there is insufficient research to guide perinatal mental health occupational therapists to develop services that are accessible and meet the diverse needs of service users. This study explored perinatal mental health occupational therapists’ perceptions of the barriers and enablers to an inclusive service provision for ethnic minority mothers. Methods: A qualitative study was undertaken. Recruitment via social media used non-probability sampling. Semi-structured interviews collected data which were then analysed thematically. Results: Eight occupational therapist participated in the study. Three main themes were identified: observation of caseloads; experience of providing occupational therapy; influence of the therapist’s culture. Participants perceived stigma, fear, language and cultural perceptions created barriers for ethnic minority mothers. Discussion: Limited workforce diversity, ineffective mandatory training and insufficient referral to occupational therapy by other healthcare professionals were believed to negatively impact service delivery. Cultural experience and reflective practice were felt to enable inclusive practice. Recommendations to inform perinatal mental health occupational therapy practice in the United Kingdom and internationally include collaborations to gain a more diverse workforce, improved mandatory training and strategies to increase cultural sensitivity and competence.

Access to new forms of public healthcare services: patient experiences from interpreter-mediated cardiac rehabilitation

‘Access to healthcare’ is a complex concept involving dimensions such as service availability, degree of fit between services and service users, outcomes, and equity. Increased linguistic diversity poses challenges for conventional healthcare as well as for new forms of services, such as patients’ Learning and Mastery Services (LMS). According to Norwegian legislation, all patients should have access to the services they need. In practice, the majority of LMS are offered only in Norwegian and are therefore not available for patients with limited proficiency in Norwegian unless interpreting is provided. There are exceptions such as the LMS course “Cardiac Rehabilitation Class–with Interpreting” (CRC-I), which is offered to multilingual groups of patients with serious heart disorders. In this context, this article discusses patients' perspectives on interpreter-mediated communication in CRC-I and their experience considering different dimensions of access based on data from a qualitative study with fieldwork with participant observation and in-depth interviews with participants.

Manajemen Perpustakaan Sekolah/Madrasah: Strategi, Tantangan, dan Implementasi Teknologi

Library management is a crucial aspect to ensure efficient and effective access to information resources for users. It involves planning, organizing, directing, and controlling the library's information resources, including collections, staff, budget, and information technology. The main objective of library management is to support and enhance learning, research, and knowledge development by providing high-quality and relevant information services. The principles of library management include planning, organizing, leadership, control, collection development, user services, and technology utilization. Libraries play a significant role in supporting the learning process in schools and madrasas by providing various learning resources, facilitating independent learning, enhancing information literacy, supporting student research and projects, promoting a reading culture, collaborating with teachers, providing access to digital resources, and offering reference and consultation services. Collection development is a critical aspect of library management, involving the systematic selection and acquisition of library materials based on user needs, curriculum relevance, and the latest developments in various fields of knowledge. The maintenance and preservation of library collections are also essential to ensure their longevity and accessibility. Effective library management strategies, including the development, maintenance, and preservation of collections, are vital to providing diverse and high-quality resources that support learning, research, and knowledge development in educational environments.

Predicting Individual Mobility Behavior of Ride-Hailing Service Users Considering Heterogeneity of Trip Purposes

Predicting Individual Mobility Behavior of Ride-Hailing Service Users Considering Heterogeneity of Trip Purposes