scholarly journals Evaluating service user & carer experience of videoconferencing software during COVID-19 pandemic

BJPsych Open ◽  
2021 ◽  
Vol 7 (S1) ◽  
pp. S38-S38
Author(s):  
Joseph MacDonnell
Keyword(s):  
Service User ◽  
Third Sector ◽  
Sound Quality ◽  
Service Users ◽  
Local Council ◽  
Inpatient Ward ◽  
Mandatory Training ◽  
It Department ◽  
Trained Staff ◽  
Staff Skills

AimsTo evaluate service user and carer experience of use of videoconferencing software (Microsoft Teams) during MDT meetings.To identify specific areas for improvementTo make changes based on these recommendationsMethod2 surveys were distributed to inpatients and their carers on a functional Older Adults inpatient ward (n = 21), including quantitative and qualitiative questions. The results from these were compiled, and on review, mutliple recommendations for improvement were made.Result90% of service users find it helpful to have family present over videoconferencing software during their MDT meetings, and 91% of carers feel involved and able to contribute when they do join in this way81% of carers have the technology available at home to use such software, but only 55% of them feel confident using it. 73% need more information on its use.60% of carers referenced poor staff skills with software as a barrier to its use, and 60% referenced poor organisation of meetings2 service users raised issue with the size of a small laptop screen not allowing them to see who was actually present over MS Teams, although none were concerned with issues around confidentiality and the use of such softwareSeveral service users, carers and members of community teams identified poor sound quality as an issue, both when joining over the software, and when present in the room.ConclusionWidespread use of videoconferencing software such as MS Teams is likely to continue beyond the end of the COVID-19 pandemic. Through discussion with the ward team, the IT department, the training department, and the local council, multiple changes were made to the service, as below. These form a recommended list of areas for improvement in other services.Availability of videoconferencing equipment (in addition to laptop)Dedicated videoconferencing microphone/speaker to improve sound qualityDisplay screenWebcamOrganisation of meetingsDesignating a chairperson to admit and introduce all participantsDesignating a meeting organiser to invite all necessary participantsStaff skillsLocal audit of staff familiarity with softwareIntroduction of mandatory training for staff on use of softwareCarer skills & access to equipmentInformation and support available from well-trained staffLiaison with other organisations including council and third sector about availablity of equipment loans and training for carers

Training Frontline Mental Health Staff to Deliver “Low Intensity” Psychological Therapy for Psychosis: A Qualitative Analysis of Therapist and Service User Views on the Therapy and its Future Implementation

2013 ◽  
Vol 43 (3) ◽  
pp. 298-313 ◽  
Author(s):  
Helen Waller ◽  
Philippa Garety ◽  
Suzanne Jolley ◽  
Miriam Fornells-Ambrojo ◽  
Elizabeth Kuipers ◽  
...  
Keyword(s):  
Mental Health ◽  
Qualitative Analysis ◽  
Service User ◽  
Structured Interview ◽  
Health Staff ◽  
Service Users ◽  
Mental Health Staff ◽  
Frontline Staff ◽  
Low Intensity ◽  
Trained Staff

Background: Increasing access to evidence-based talking therapies for people with psychosis is a national health priority. We have piloted a new, “low intensity” (LI) CBT intervention specifically designed to be delivered by frontline mental health staff, following brief training, and with ongoing supervision and support. A pilot feasibility study has demonstrated significant improvement in service user outcomes. This study is a qualitative analysis of the experiences of the staff and service users taking part in the evaluation. Aims: To evaluate the acceptability of the training protocol and the therapy, and to examine the factors promoting and restraining implementation. Method: All trained staff and service users completed a semi-structured interview that was transcribed and subjected to thematic analysis. Results: Service users spoke about learning new skills and achieving their goals. Staff spoke about being able to use a brief, structured intervention to achieve positive outcomes for their clients. Both groups felt that longer, more sophisticated interventions were required to address more complex problems. The positive clinical outcomes motivated therapists to continue using the approach, despite organizational barriers. Conclusions: For both trained staff and service users, taking part in the study was a positive experience. Staff members’ perceived skill development and positive reaction to seeing their clients improve should help to promote implementation. Work is needed to clarify whether and how more complex difficulties should be addressed by frontline staff.

THE EFFECT OF LOCATION AND FACILITIES SERVICES USER SATISFACTION CONTAINER LOADING AND UNLOADING IN PORT OF INDONESIA IV (Persero) BRANCH MERAUKE

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Tarsisius Kana
Keyword(s):  
Customer Satisfaction ◽  
Significant Relationship ◽  
User Satisfaction ◽  
Service User ◽  
Hypothesis Test ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Service Users ◽  
Significance Level ◽  
Loading And Unloading

The Influence of Location and Facilities Against Satisfaction of Container Unloading Service User at PT Pelabuhan Indonesia IV (Persero) Merauke Branch.This study aims to determine how much influence the location and facilities to the satisfaction of service users. Locations have indicators: access, visibility, traffic and facilities have indicators: organizational characteristics and objectives, land availability and space and space requirements, flexibility, aesthetic factors, communities and the environment, construction and operation costs while service user satisfaction has indicators: customer satisfaction , dimensions of customer satisfaction, confirmation of expectations, repurchase interest, willingness to recommend, customer dissatisfaction.The method used in this research is quantitative method by using the technique of processing descriptive data, data collecting technique with interviews, questionnaires and literature study. Sampling technique used incidental sampling. The measurement using likert scale and processed using SPSS version 23 program to calculate the validity and reliability test, calculate hypothesis test that is t test, f test and coefficient of determination. The result of research shows that location and facility variables together have a positive influence on service user satisfaction at PT Pelabuhan Indonesia IV (Persero) Merauke Branch. This can be proven from the result of F count 39.984> 3.11 with significance level 0.000 ≤ 0.05, then Ho is rejected Ha accepted. Itcan be concluded there is a positive and significant relationship between location and facility to the satisfaction of service users of loading and unloading of containers at PT Pelabuhan Indonesia IV (Persero) Merauke Branch.The result of research shows that location and facility variables together have a positive influence on service user satisfaction at PT Pelabuhan Indonesia IV (Persero) Merauke Branch. This can be proven from the result of F count 39.984> 3.11 with significance level 0.000 ≤ 0.05, then Ho is rejected Ha accepted. It can be concluded there is a positive and significant relationship between location and facility to the satisfaction of service users of loading and unloading of containers at PT Pelabuhan Indonesia IV (Persero) Merauke Branch.

Now they’re listening: involvement in clinical psychology training

2019 ◽  
Vol 23 (1) ◽  
pp. 23-29
Author(s):  
Laura Lea ◽  
Sue Holttum ◽  
Victoria Butters ◽  
Diana Byrne ◽  
Helen Cable ◽  
...  
Keyword(s):  
Mental Health ◽  
Mental Health Professionals ◽  
Clinical Psychology ◽  
Health Professionals ◽  
Service User ◽  
Health Workers ◽  
Psychology Training ◽  
Service Users ◽  
Clinical Psychology Training ◽  
Content Type

PurposeThe 2014/2015 UK requirement for involvement of service users and carers in training mental health professionals has prompted the authors to review the work of involvement in clinical psychology training in the university programme. Have the voices of service users and carers been heard? The paper aims to discuss this issue.Design/methodology/approachThe authors update the paper of 2011 in which the authors described the challenges of inclusion and the specific approaches the authors take to involvement. The authors do this in the context of the recent change to UK standards for service user and carer involvement, and recent developments in relation to partnership working and co-production in mental healthcare. The authors describe the work carried out by the authors – members of a service user involvement group at a UK university – to ensure the voices of people affected by mental health difficulties are included in all aspects of training.FindingsCareful work and the need for dedicated time is required to enable inclusive, effective and comprehensive participation in a mental health training programme. It is apparent that there is a group of service users whose voice is less heard: those who are training to be mental health workers.Social implicationsFor some people, involvement has increased. Trainee mental health professionals’ own experience of distress may need more recognition and valuing.Originality/valueThe authors are in a unique position to review a service-user-led project, which has run for 12 years, whose aim has been to embed involvement in training. The authors can identify both achievements and challenges.

A scoping review of the literature on the involvement of service users in personality disorder services

2014 ◽  
Vol 31 (4) ◽  
pp. 233-243
Author(s):  
L. Montgomery ◽  
M. Donnelly
Keyword(s):  
Health Policy ◽  
Personality Disorder ◽  
Scoping Review ◽  
Service User ◽  
Mental Health Policy ◽  
User Involvement ◽  
Service Users ◽  
Service User Involvement ◽  
Review Of The Literature ◽  
Policy Makers

BackgroundService user involvement is receiving increasing support from mental health policy makers, service planners and research commissioners. However, we lack a good understanding of the nature and extent to which service users are involved in personality disorder (PD) services and the effects of involvement in these services.ObjectivesTo review and appraise published sources; increase understanding about service user involvement in PD services; and highlight knowledge gaps and related issues.MethodsA scoping review methodology was adopted. Data were ‘charted’ to illustrate the landscape of writings and views and a qualitative analysis synthesized the results in terms of key emergent themes.ResultsOnly a small amount of published work was identified with significant gaps in the literature. Effects were reported mostly in terms processes and emotional and practical benefits for service users. Emergent themes were wellness and health, recruitment and support for service users.ConclusionsThis scoping review uncovered a lack of published work despite service user involvement being a key strand of health policy. There is a need for outcomes-focused research regarding service user involvement. Successful user involvement in PD services requires attention to be focused on the context, recruitment, support and ‘wellness’ of service users.

scholarly journals Mental health nurses’ perceptions of attachment style as a construct in a medium secure hospital: a thematic analysis

2015 ◽  
Vol 10 (4) ◽  
pp. 218-233 ◽  
Author(s):  
Nikki Boniwell ◽  
Leanne Etheridge ◽  
Ruth Bagshaw ◽  
Joanne Sullivan ◽  
Andrew Watt
Keyword(s):  
Attachment Theory ◽  
Attachment Style ◽  
Thematic Analysis ◽  
Service User ◽  
Attachment Styles ◽  
Personality Development ◽  
Educational Interventions ◽  
Service Users ◽  
Structured Interviews ◽  
Content Type

Purpose – Attachment Theory can be regarded as central to the concept of relational security. There is a paucity of research examining the coherence of this construct for ward-based staff. The paper aims to discuss these issues. Design/methodology/approach – Five female nurses from the acute admission and assessment ward of a UK medium secure unit acted as participants. Semi-structured interviews were conducted, and inductive thematic analysis was applied. Findings – Six themes; “staff-service user relationships”, “staff diversities”, “service user backgrounds”, “variability in service users’ presentations”, “service users with personality disorder are problematic” and “nurses do not use attachment” emerged from the data. The nurses used heuristic models of attachment-related behaviour and they lacked knowledge of constructs associated with Attachment Theory. Research limitations/implications – Acute admissions may not be representative of all treatment contexts. Traditional models of attachment style may have only limited relevance in forensic services. Practical implications – Limited knowledge and confidence in the nurses regarding how Attachment Theory might apply to service users is interesting because it may limit the extent to which care, treatment and risk management might be informed by an understanding of service user representations of therapeutic relationships. Training and educational interventions for nurses that enhance understanding of personality development and attachment styles are warranted. Originality/value – The importance of nurses for achieving relational security is emphasised and the adequacy of their training is questioned.

scholarly journals To improve the communication between a community mental health team and its service users, their families and carers

2020 ◽  
Vol 9 (4) ◽  
pp. e000914
Author(s):  
Priyalakshmi Chowdhury ◽  
Amir Tari ◽  
Ola Hill ◽  
Amar Shah
Keyword(s):  
Mental Health ◽  
Community Mental Health ◽  
User Satisfaction ◽  
Service User ◽  
Service Users ◽  
Not Given ◽  
Community Mental Health Team ◽  
Mental Health Team ◽  
Specialist Registrar ◽  
Health Team

This article describes the application of quality improvement (QI) to solve a long-standing, ongoing problem where service users or their carers felt they were not given enough information regarding diagnosis and medication during clinic assessments in a community mental health setting. Service users and carers had shared feedback that some of the information documented on clinic letters was not accurate and the service users were not given the opportunity to discuss these letters with the clinician. The aim of this QI project was to improve the communication between the community mental health team (CMHT) and service users and their carers. Wardown CMHT volunteered to take on this project. The stakeholders involved were the team manager and deputy manager, the team consultant, the team specialist registrar, team administrative manager, two carers and one service user. The project had access to QI learning and support through East London NHS Foundation Trust’s QI programme. The team organised weekly meetings to brainstorm ideas, plan tests of change to review progress and to agree on the next course of action. The outcome was an increase in service user satisfaction from 59.9% to 78% over a period of 6 months, and a reduction in complaints to zero.

scholarly journals Service user and clinician perspectives on the use of outcome measures in psychological therapy

2015 ◽  
Vol 8 ◽  
Author(s):  
Graham R. Thew ◽  
Louise Fountain ◽  
Paul M. Salkovskis
Keyword(s):  
Clinical Practice ◽  
Service User ◽  
Outcome Measurement ◽  
Psychological Therapy ◽  
Service Development ◽  
Service Users ◽  
Routine Outcome Measurement ◽  
Episode Of Care ◽  
Wide Range ◽  
Clinician Perspectives

AbstractWhile the benefits of routine outcome measurement have been extolled and to some degree researched, it is surprising that service user opinions on this common therapy practice have largely not been investigated. This study aimed to assess service users’ experiences of completing measures during psychological therapy, with a view to exploring how therapists can maximize how helpful measures are in therapy. Fifteen participants completed surveys about the use of measures in their current episode of care. Ten clinicians also completed a survey about their use of, and views about, measures. Results showed that despite mixed experiences in how measures were explained and used, service users showed generally favourable attitudes towards their use in therapy, with them being perceived as most helpful when well integrated into sessions by their therapists. Clinicians reported using a wide range of measures, and generally endorsed positive beliefs about measures more strongly than negative ones. Implications for clinical practice, service development, and further research are discussed.

Persepsi Kreditur dan PPAT Terhadap Kualitas Layanan Hak Tanggungan Terintegrasi Secara Elektronik

Tunas Agraria ◽  
2020 ◽  
Vol 3 (3) ◽  
Author(s):  
I Made Dwi Gunarta ◽  
Akur Nurasa ◽  
Sukmo Pinuji
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service User ◽  
Service Users ◽  
User Perception ◽  
Excellent Service ◽  
Efficiency And Effectiveness ◽  
Citizen Support

The success of the Badung Regency Land Office in issuing HT-el Certificate, the first in Indonesia cannot be separated from the support of the Creditors and PPAT as the main users of HT-el Services. This innovation is an effort to realize the digitalization of services and overcome various existing weaknesses. Creditors and PPAT as the main users are important instruments in providing an overview of HT-el service quality, because basically the success of an organization in providing a service depends on how well the perception of service users will reflect the level of user satisfaction and the profitability of the organization. HT-el Service User Perception (Creditor and PPAT) assessed using the e- Govqual Method illustrates that the Quality of HT-el Services at the Badung District Land Office is very good, this is evidenced by positive responses to the Efficiency, Trust and Realibility as well as Citizen Support. This is an effort to create excellent service in the land sector based on the principles of efficiency and effectiveness in implementing activities.

scholarly journals Enhancing the therapeutic interaction skills of staff working in acute adult inpatient psychiatric wards: Outcomes of a brief intervention education programme

2017 ◽  
Vol 7 (11) ◽  
pp. 123 ◽  
Author(s):  
Mary Chambers ◽  
Xenya Kantaris
Keyword(s):  
Service User ◽  
Daily Practice ◽  
Education And Training ◽  
Service Users ◽  
Personal Learning ◽  
Therapeutic Interaction ◽  
Managerial Support ◽  
Short Course ◽  
Adult Inpatient ◽  
And Training

Background and objective: Clinical practice in acute inpatient environments is complex and demanding for clinical staff. To facilitate service user recovery, it is essential that personnel working in these environments are competent and confident in a range of therapeutic interaction skills, which can have impact in a brief period. This paper describes an exploratory study which determined the outcomes of a brief therapeutic engagement education and training short course for staff working in adult inpatient acute wards. As far as we know this was the first time, based on evidence from earlier research involving service users that Heron’s Six Category Intervention Analysis and solution focused brief therapy (SFBT) have been combined in an education and training short course that was coproduced and delivered in partnership with service users for staff working in acute environments.Methods: The short course explored the myriad applications of the six categories of intervention initially proposed by Heron and the widespread applicability of SFBT. The programme evaluation adopted focus group methodology and examined: (1) how useful the training content was to daily practice and how relevant the skills learn were to interactions with service user residing on the ward; (2) the factors than helped enable the transference of the learning to the ward environment as well as any barriers; (3) personal learning; and (4) strengths of the learning experience and suggestions for improvement to the training and learning experience.Results: Feedback from participants reflected a high degree of skill and knowledge acquisition and enhancement. Staff found the content of the training useful and helpful to their daily practice as it aided in increasing confidence, therapeutic interventions and care-planning. Skills learnt by the trainees were considered relevant to interactions with service users residing on the ward. Factors that helped to enable encounters with service users, as well as the barriers, when transferring the learning to the ward environment were discussed and included managerial support, demand for beds, time, opportunity and staffing shortages. Regarding personal learning, staff reported feeling more able to connect with service users when employing SFBT techniques and Heron’s intervention approaches and felt that the training validated their current working practice.Conclusions: The SFBT training appears to have provided an interactional communication toolkit for healthcare professionals and could be further embraced given the right circumstances e.g. managerial support and attitude change of nursing staff in general. Further research is needed to gain an understanding of the effect of short and concentrated education and training programmes aimed at staff members working within adult acute inpatient mental healthcare settings, as well as measuring whether the activity, i.e. healthcare professional–service user interactions, is meaningful to service user outcomes.

scholarly journals Study on the Content Validity of the Essential Assessment Items Required for Visiting Nurses to Service Users in Japan

2017 ◽  
Vol 2 (1) ◽  
pp. 8
Author(s):  
Izumi Ueda ◽  
Wakako Mizuguchi ◽  
Masahiko Sasaki ◽  
Madoka Yokoyama
Keyword(s):  
Content Validity ◽  
Service User ◽  
Nursing Practice ◽  
Service Users ◽  
Point Scale ◽  
Common View ◽  
Visiting Nurses ◽  
Final Assessment

Objective: We examined the content validity of the essential assessment items for service user recognized by visiting nurses. Methods: Anonymous self-reported questionnaire were sent by mail two times to nurses experts. The questionnaire comprised assessment items related to five major categories, and fist survey asked by 82 items, second survey asked by 83 items with 4-point scale. We analyzed the data using weighed average. Results: The final assessment items were 83. Conclusion: In the visiting nursing practice field, we think of easier ways to common view of assessment records all over the country and improvement of quality of visiting nursing practice by utilizing of assessment items of this study with considering of degree of priority.

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