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Article
Publication date: 1 February 1991

Bruce Liddle and Simon Gilby

Like quality management, personalising the service is about changing the organisational culture. Experience of Trent Health′s Personal Service Initiative has identified subtle but…

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Abstract

Like quality management, personalising the service is about changing the organisational culture. Experience of Trent Health′s Personal Service Initiative has identified subtle but crucially important changes in the ways in which staff and managers think and act. This may not in itself be culture change but action of this kind is seen as an important step along this road. The lessons of successful personal service are identical to the principles of quality management. The strength of the regionwide initiative is that these lessons have been learned through action. Our personal service experience is now underpinning the work which units are doing on quality. The personal service message is important in communicating commitment to quality achievement. It is a simple common goal for the whole organisation which generates the level of enthusiasm and action which turns quality into reality.

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International Journal of Health Care Quality Assurance, vol. 4 no. 2
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 1 May 1992

Angela Schofield and Norma Raynes

Reports evaluation of the Trent Regional Health Authority′s “Providing a Personal Service” initiative, one of the first major quality management strategies in the NHS. The…

35

Abstract

Reports evaluation of the Trent Regional Health Authority′s “Providing a Personal Service” initiative, one of the first major quality management strategies in the NHS. The evaluation highlights the key elements which supported this initiative and suggests some ways in which its progress can be sustained. Many of the comments are applicable to other approaches to quality management.

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International Journal of Health Care Quality Assurance, vol. 5 no. 5
Type: Research Article
ISSN: 0952-6862

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Publication date: 18 November 2022

Paresh Wankhade, Geoffrey Heath and Peter Murphy

This chapter identifies the serious issue of the mental health and wellbeing of English paramedics working in the emergency ambulance service. It identifies the case of the extant…

Abstract

Purpose

This chapter identifies the serious issue of the mental health and wellbeing of English paramedics working in the emergency ambulance service. It identifies the case of the extant top-down performance measurement regime and the absence of indicators of wellbeing in ambulance performance reporting. The impact of such measures on frontline staff and the implications for their motivation and commitment are also documented. More decentralised, open and discursive approaches to performance management in the public sector are advocated as key methods for re-imagining ambulance and wider public services in a global context.

Design/Method

Drawing on relevant literature, the chapter provides the context of the English ambulance service and the challenges it faces with reference to the New Public Management (NPM) and New Public Governance (NPG). Key issues concerning performance metrics and staff wellbeing and welfare are then identified and discussed. The notions of communicative rationality, deliberative democracy and agonistic pluralism are introduced as a framework for analysing the state of both wellbeing and resilience and the performance regime within the English ambulance service. The chapter relates these themes to the re-imagining of public services internationally, proposing a more participative and discursive approach.

Findings

It is desirable for the evaluation of public services to include the wellbeing of the healthcare provider, as well as the public service recipient. Additionally, there is a case for greater participative and dialogic engagement to address the intertwined relationship of ambulance staff wellbeing and the performance management regime of the service. The process should be revised, therefore, to take into account the wellbeing of ambulance staff as an integral and intrinsic part of the delivery of the service, and it is recommended that deliberative methods of participation are deployed in reimagining ambulance services and public services more generally.

Originality

The challenges facing ambulance services and, more generally, health services globally continue to proliferate and intensify. They are exacerbated by foreseeable contextual challenges such as the demographic profile of patients and service users and budgetary cuts. Traditional and more recent NPM approaches are proving inadequate for this challenge and appear unsustainable in practice. The lack of acknowledgement of welfare indicators in the performance metrics make them unfit for purpose. Our suggested discursive approach would help to re-imagine the service by improving its sustainability and resilience in parallel with the improved wellbeing and personal resilience of the people who provide the service.

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Reimagining Public Sector Management
Type: Book
ISBN: 978-1-80262-022-1

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Article
Publication date: 1 October 1961

Dr M.F.C. Paige, B.SC., A.R.I.C., M.I.INF.SC., Librarian, ICI Nobel Division, has been elected Branch Chairman in succession to Mr Alec Liddle. Dr Paige was formerly Vice‐Chairman…

11

Abstract

Dr M.F.C. Paige, B.SC., A.R.I.C., M.I.INF.SC., Librarian, ICI Nobel Division, has been elected Branch Chairman in succession to Mr Alec Liddle. Dr Paige was formerly Vice‐Chairman of the Branch. Mr C.E.Rogers, Ministry of Works, Edinburgh, has been elected Vice‐Chairman.

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Aslib Proceedings, vol. 13 no. 10
Type: Research Article
ISSN: 0001-253X

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Book part
Publication date: 17 September 2014

Thomas Köllen

Every employee embodies manifestations of every demographic that attach to him or her different minority and majority statuses at the same time. As these statuses are often…

Abstract

Every employee embodies manifestations of every demographic that attach to him or her different minority and majority statuses at the same time. As these statuses are often related to organizational hierarchies, employees frequently hold positions of dominance and subordination at the same time. Thus, a given individual’s coping strategies (or coping behavior) in terms of minority stress due to organizational processes of hierarchization, marginalization, and discrimination, are very often a simultaneous coping in terms of more than one demographic. Research on minority stress mostly focuses on single demographics representing only single facets of workforce diversity. By integrating the demographics of age, disability status, nationality, ethnicity, race, sexual orientation, and religion into one framework, the intersectional model proposed in this chapter broadens the perspective on minorities and related minority stress in the workplace. It is shown that coping with minority stress because of one demographic must always be interpreted in relation to the other demographics. The manifestation of one demographic can limit or broaden one’s coping resources for coping with minority stress because of another dimension. Thus, the manifestation of one demographic can determine the coping opportunities and coping behavior one applies to situations because of the minority status of another demographic. This coping behavior can include disclosure decisions about invisible demographics. Therefore, organizational interventions aiming to create a supportive workplace environment and equal opportunities for every employee (e.g., diversity management approaches) should include more demographics instead of focusing only on few.

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The Role of Demographics in Occupational Stress and Well Being
Type: Book
ISBN: 978-1-78350-646-0

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Article
Publication date: 1 April 2004

Georgios I. Zekos

Investigates the differences in protocols between arbitral tribunals and courts, with particular emphasis on US, Greek and English law. Gives examples of each country and its way…

11846

Abstract

Investigates the differences in protocols between arbitral tribunals and courts, with particular emphasis on US, Greek and English law. Gives examples of each country and its way of using the law in specific circumstances, and shows the variations therein. Sums up that arbitration is much the better way to gok as it avoids delays and expenses, plus the vexation/frustration of normal litigation. Concludes that the US and Greek constitutions and common law tradition in England appear to allow involved parties to choose their own judge, who can thus be an arbitrator. Discusses e‐commerce and speculates on this for the future.

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Managerial Law, vol. 46 no. 2/3
Type: Research Article
ISSN: 0309-0558

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Article
Publication date: 2 March 2010

John Mawson

The purpose of this paper is to examine the way in which the UK Labour Government “framed” the policy and practice debate on social enterprise, the way in which “strategic”…

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Abstract

Purpose

The purpose of this paper is to examine the way in which the UK Labour Government “framed” the policy and practice debate on social enterprise, the way in which “strategic” networks were (or were not) facilitated and the extent to which scale and geography shaped policy choices after 1997.

Design/methodology/approach

The paper examines three phases of development through a series of examples/case studies all of which are based in the West Midlands in the UK. The paper draws upon the author's practice and experience as both a practitioner and researcher during this period. Interviews with other key individuals are undertaken to inform the author's reflections and analysis.

Findings

The paper suggests that there is a risk that experience, knowledge and understanding are at risk as there seems to be poorly developed processes and systems to “capture” informed understanding and that the importance of regional networks to promote practice and to protect innovation are often poorly developed and supported.

Research limitations/implications

The paper is timely given the renewed focus by political parties in the UK on the role of the third sector in providing the “solution” for a number of public sector initiatives.

Practical implications

The paper cuts across both the literature/debate on public policy as well as that on the role of networks and decision making within informal (as well as formal) organisations.

Originality/value

The paper is timely and will add to an awareness of policy choices and the importance of sustaining a “memory” of past (and current) programmes.

Details

International Journal of Sociology and Social Policy, vol. 30 no. 1/2
Type: Research Article
ISSN: 0144-333X

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Article
Publication date: 6 June 2023

Naomi Thompson and Meghan Spacey

This paper aims to explore how peer support can support a combined Child First, trauma-informed and restorative approach for youth justice. While other scholars have identified…

477

Abstract

Purpose

This paper aims to explore how peer support can support a combined Child First, trauma-informed and restorative approach for youth justice. While other scholars have identified clashes between these approaches, particularly between Child First and restorative approaches, a focus on reparative practice with peers has been under-explored as a more child-centred model for reparation-focused work.

Design/methodology/approach

We draw on qualitative data from interviews and surveys undertaken with young people and parents/caregivers in a London youth offending service (YOS). The data was part of a broader mixed-methods study in the YOS that used observational methods alongside surveys and interviews to evaluate the effectiveness of its model of practice. Peer support emerged as a theme.

Findings

Participants expressed the desire to see young people working and volunteering in the YOS and felt this would help make it a safe and non-threatening space. Young people who had completed their time with the YOS saw themselves as role models with the insight and skills to support others. These young people expressed a strong desire to work in the YOS and, in some cases, to develop long-term careers supporting young people.

Originality/value

Our research challenges the notion that young people who have been involved in crime struggle to empathise, providing rich examples of their empathic understanding for peers. Peer support opportunities could offer a reconceptualisation of restorative practice that is Child First and trauma-informed. Such opportunities would benefit both the young people being supported and those offering support, building a co-produced approach that is directly informed by the expressed needs and desires of the young people.

Details

Safer Communities, vol. 22 no. 3
Type: Research Article
ISSN: 1757-8043

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Article
Publication date: 16 May 2023

Sucharita Maji, Nidhi Yadav and Pranjal Gupta

The inclusion of LGBTQ + persons (lesbian, gay, bisexual, transgender, queer and having other sexual orientations and gender identities) is a crucial step in improving gender…

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Abstract

Purpose

The inclusion of LGBTQ + persons (lesbian, gay, bisexual, transgender, queer and having other sexual orientations and gender identities) is a crucial step in improving gender diversity in the workplace; however, till date, it remains a significant challenge for human resource management professionals. The current study critically examines this issue of an inclusive workplace for LGBTQ + people through a systematic review of the existing research that has empirically studied their experiences at the workplace. It also examines the resistance and challenges organizations face in LGBTQ + diversity training and provides future research avenues.

Design/methodology/approach

For systematically reviewing the literature, Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) model has been used. A total of 101 empirical studies have been reviewed.

Findings

The result shows that LGBTQ + people encounter multiple negative workplace experiences, including proximal (hiring discrimination and housing discrimination) and distal workplace discrimination (unsafe work climate, microaggressions and harassment). These aversive experiences lead to work stress while also mandating that people manage their sexual identity and style of dressing. This stress, in turn, impacts their work–family outcomes, job satisfaction and decision-making with regard to their careers.

Originality/value

The paper provides a holistic understanding of the aversive workplace experiences encountered by sexual minorities.

Details

Equality, Diversity and Inclusion: An International Journal, vol. 43 no. 2
Type: Research Article
ISSN: 2040-7149

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Article
Publication date: 1 January 1930

We have from time to time suggested that librarians should pool experiences in regard to annual estimates, but there seems to be no enthusiasm for the suggestion. If library work…

17

Abstract

We have from time to time suggested that librarians should pool experiences in regard to annual estimates, but there seems to be no enthusiasm for the suggestion. If library work is to develop it must be by gently progressive finance, and nothing helps one librarian more than to be able to point to another who is progressing. We all tend to wait upon one another. In such a matter as salaries, a librarian circulates his colleagues to learn what they are getting; and library authorities almost invariably ask, “What is paid at So and So ?” This is a vicious circle which cannot be broken unless librarians in consultation can reach a Standard. Perhaps the active London and Home Counties Branch of the L.A. will give a lead since the L.A. itself is too busy to do so.

Details

New Library World, vol. 32 no. 7
Type: Research Article
ISSN: 0307-4803

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