Lorna Montgomery, Deborah Hanlon and Christine Armstrong
The purpose of this paper is to describe a small scale pilot study undertaken in Northern Ireland to gather service user feedback from individuals who have been subject to adult…
Abstract
Purpose
The purpose of this paper is to describe a small scale pilot study undertaken in Northern Ireland to gather service user feedback from individuals who have been subject to adult safeguarding procedures.
Design/methodology/approach
The aims, methods and findings of the “Adult Safeguarding: 10,000 Voices” pilot project are presented.
Findings
The pilot project highlighted how an initiative which captures the experiences of patients, service users, carers and staff in the health and social care sector (10,000 Voices) could be successfully adapted for use in adult safeguarding, facilitating the collation of complex experiences and enabling insights to be gleaned and shared.
Research limitations/implications
The pilot study is limited by the small number of participants. The findings are preliminary.
Practical implications
For the first time in Northern Ireland the 10,000 Voices model was utilised in the context of a non-health related service, namely, adult safeguarding.
Social implications
This outline of the model and methodology for obtaining service user feedback can inform user involvement in other contexts.
Originality/value
This paper provides an accessible overview of an innovative approach to engaging service users in adult safeguarding, such approaches, to date have been limited.
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Christine Armstrong, Alicia Kulczynski and Stacey Brennan
Online consumer complaint behaviour that is observable to other consumers provides the firm with an opportunity to demonstrate transparency and service quality to the public eye…
Abstract
Purpose
Online consumer complaint behaviour that is observable to other consumers provides the firm with an opportunity to demonstrate transparency and service quality to the public eye. The purpose of this paper is to assist practitioners with a strategy to increase perceived accommodativeness in complaint management on social media and reduce the social risk associated with online consumer complaint behaviour using a social exchange theory perspective.
Design/methodology/approach
Six online experiments with 1,350 US Facebook users were conducted to investigate the effect of supportive and non-supportive virtually present others, and employee intervention on a consumer’s choice to complain, likelihood to make an observable complaint (on the Facebook page) and likelihood to make a non-observable complaint (via Facebook Messenger). The mediating role of perceived accommodativeness and subsequent social risk is also examined.
Findings
Supportive comments made to the complainant by virtually present others were found to influence participants’ decision to complain, heighten participants’ likelihood to complain about the Facebook page and reduce their likelihood to complain via Facebook Messenger. This effect was reversed in the presence of non-supportive virtually present others and was explained by perceived social risk. Further, a participant’s likelihood to complain about the Facebook page was increased when an employee intervention was directed at a non-supportive comment made to a complainant, by a virtually present other. This effect was explained by the perceived accommodativeness of the employee interaction.
Research limitations/implications
The findings advance research on online consumer complaint behaviour by investigating how employee intervention can be used to increase the likelihood of an observable complaint. This research is limited in that it does not incorporate individual characteristics, such as introversion/extroversion and propensity to respond to peer pressure, which may affect participant responses.
Practical implications
This research shows that perceptions of social risk are most effectively reduced by employee intervention directed at a non-supportive comment (made to a complainant) of a virtually present other. Consumer complaint management strategies aimed at minimising perceptions of social risk and encouraging observable online complaint behaviour are proposed.
Originality/value
This research extends the consumer complaint behaviour taxonomy by introducing the term “observable complaining”, that is, visible complaints made on a Facebook page, and broadens understanding of the organisation’s role in managing non-supportive virtually present others to assuage perceptions of social risk in potential complainants.
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Helena Priest, Paula Roberts, Helen Dent, Tom Hunt, Dale Weston, Amy Chell, Christine Blincoe and Christine Armstrong
Effective interprofessional working is widely claimed to enhance service delivery, user satisfaction, and most importantly, clinical outcomes. Achieving this position is proving…
Abstract
Purpose
Effective interprofessional working is widely claimed to enhance service delivery, user satisfaction, and most importantly, clinical outcomes. Achieving this position is proving difficult. Research suggests that strategies to enhance interprofessional collaboration should begin at the earliest possible opportunity to prevent negative stereotypes from developing. This project was an attempt to develop effective interprofessional education (IPE) across staff groups who work in the mental health arena (mental health nursing students and clinical psychology trainees).
Design/methodology/approach
Participants were whole cohorts of undergraduate mental health nursing students (n=11) in their second year of training (at the commencement of their “branch” programme), and trainees on the doctorate in clinical psychology (n=10) at the start of their first year of training. IPE sessions were facilitated by mental health nursing and clinical psychology academic staff and clinicians. Activities included creative group work and problem‐based learning. Seven sessions were delivered across over a 2 year period.
Findings
Qualitative and quantitative data from this two year project showed an increase in positive attitudes towards professionals from each profession over a two year period, though no overall improvement. Qualitative analysis of participant comments provided more encouraging support for improvement in attitudes, within the theme areas of teamwork and collaboration, professional identity, and roles and responsibilities. Overall, the project provided important information on building positive attitudes within the mental health workforce, while identifying challenges that need to be anticipated and addressed.
Originality/value
Few studies have explored IPE in mental health contexts, especially in the pre‐qualification arena.
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Christine Armstrong, Kate Ramberan and K.G.B. Bakewell
The implications of the Single European Market for libraries andinformation services are considered with some examples of what is beingdone. After a general introduction to 1992…
Abstract
The implications of the Single European Market for libraries and information services are considered with some examples of what is being done. After a general introduction to 1992, the Plan of Action for Libraries in the EC is considered and the library implications of the five Action Lines. The roles of European Documentation Centres, EC Depository Libraries, European Reference Centres; Euro Information Centres and online databases are considered, together with developments in co‐operation and also the human implications.
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Researchers of the history of women teachers have included fiction, as well as memoirs and history, as an important part of that testimony. The aim of this article is to examine…
Abstract
Researchers of the history of women teachers have included fiction, as well as memoirs and history, as an important part of that testimony. The aim of this article is to examine the novel, Anne of Avonlea (1925) by Lucy Maude Montgomery as both a source of information about the working life of a woman teacher and, due to the immense popularity of the book, as a shaper of how women understand and enact teaching. Anne is a young teacher in her first posting consisting of a rural Canadian one‐ teacher school. She struggles to resist using corporal punishment in favour of winning her students respect, stimulating their minds and finding a ‘genius’. However, the local community, fellow teachers and her students have different notions of how teachers should behave. Her beliefs are further undermined when in a fit of anger she succumbs to beating one her students. Her reflections on what drove her actions are realistic and contain warnings for contemporary teachers to appreciate the often fragile hold they have on their espoused educational philosophy. Another danger revealed is the unconscious leaking of the shadow side of the psyche in the necessary close but dangerous relationships between students and teacher thereby providing a complex view of what motivates young women to teach and how they approach their work.
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Christine Wee, Sujeet Jaydeokar, Chinemerem Ugwuonah, Leanne Armstrong and Mahesh Odiyoor
The purpose of this paper is to outline what early support should be offered to children and young people with neurodevelopmental conditions including those who are autistic or…
Abstract
Purpose
The purpose of this paper is to outline what early support should be offered to children and young people with neurodevelopmental conditions including those who are autistic or have intellectual disability. A review of all child and adolescent mental health services (CAMHS) services in the Northwest completed by NHS England and Improvement (Doyle and Ryan, 2021) found that there was no clear Tier 2 offer (for mild to moderate mental health issues) for autistic children and young people or for those with intellectual disability. Following this review, a project group that had developed a model for mental health services for autistic children and young people and for those with intellectual disability (Wee et al., 2021) was tasked with articulating the “Getting Help” offer for children and young people with neurodevelopmental conditions, including intellectual disability.
Design/methodology/approach
A working group was created consisting of professionals from mental health, education and local authority and lived experience representatives of coproduction partners. A brief review of the background literature was also conducted. Six meetings were held to create a framework for the “Getting Help” offer and to discuss what the offer should be based on professional expertise and lived experience.
Findings
Recommendations for the Getting Help multi-agency offer included pre- and post-assessment support as part of a single attention deficit hyperactivity disorder/autism/neurodevelopmental pathway, community support for children with intellectual disability, access to adapted mental health support and the need for early recognition and support for avoidant and restrictive food intake disorder. Key themes from working group discussions included the reduction in the quality of services experienced by children and families due to silo working, which increased the risk of falling between multi-agency services and led to early signs of neurodevelopmental needs, or mental health issues being missed. Another theme was aiming for equity of access and outcomes.
Originality/value
This work is a response to a coproduced review of CAMHS in the Northwest and incorporates the lived experience of young people and families. It also adopts a holistic multi-agency neurodevelopmental approach rather than focusing on a single diagnosis or service.
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Christopher Armstrong‐Esther, Brad Hagen, Christine Smith and Sherrill Snelgrove
Aim: Previous research has documented the widespread use of antipsychotic drugs by nursing staff with older persons, although less is known about the knowledge that nurses…
Abstract
Aim: Previous research has documented the widespread use of antipsychotic drugs by nursing staff with older persons, although less is known about the knowledge that nurses actually have about these drugs. The purpose of this exploratory, descriptive study was to survey a sample of UK gerontological nurses from different work settings on their knowledge of antipsychotic drugs.Methods: An exploratory descriptive study design was utilised, whereby a sample of nursing staff was given a questionnaire developed to determine knowledge about antipsychotic drugs and their use with older persons. Questionnaires were distributed to 100 nursing staff, including registered general nurses, registered mental nurses, state enrolled nurses, nursing assistants and care assistants. Of the 100 questionnaires distributed, 62 were returned and 57 were completed substantially enough for data analysis.Results: Descriptive statistics including frequencies and means were calculated for demographic variables and the questionnaire responses. Results indicated that the use of antipsychotic drugs within the psychiatric hospital setting was substantial, with 43.7% of patients receiving antipsychotic drugs, for an average length of time of 1.8 years. Conclusions: Nursing staff participants from all three work settings revealed a number of significant knowledge gaps, particularly with regard to appropriate indications for antipsychotic drugs with older persons and the side‐effects of antipsychotic drugs. Summary: This paper adds new information regarding the use of antipsychotic drugs in the nursing care of older people.
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Chris Armstrong, Roger Fenton, Ray Lonsdale, David Stoker, Rhian Thomas and Christine Urquhart
This paper reports findings from the first annual cycle of a three‐year research project on the provision and use of electronic information systems (EIS) within higher education…
Abstract
This paper reports findings from the first annual cycle of a three‐year research project on the provision and use of electronic information systems (EIS) within higher education in the UK. The project, JISC User Surveys: Trends in Electronic Information Services (JUSTEIS), was funded by the Joint Information Systems Committee (JISC) and undertaken at the University of Wales, Aberystwyth (UWA). Students, academics and library staff in 25 universities were surveyed using critical incident and critical success factors methodologies to ascertain the range and nature of EIS use. Provision of these systems by higher education institutions was also investigated via an analysis of their library websites. The findings reported in this paper focus on student use and the purposes for which EIS are employed, and reveal the limited array of EIS used and the ad hoc nature of search strategies adopted across undergraduate and postgraduate bodies within a range of disciplines. There appears to be little or no variation in the pattern of EIS use by the various student groups studied – the effect of the Internet on information seeking by students is hugely significant and the more formal resources, such as JISC‐negotiated resources are little used. There is little evidence of coherent search strategies used by students. Recommendations for both the JISC and higher education are offered.