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Article
Publication date: 1 October 2001

Stewart Black, Senga Briggs and William Keogh

Provides an overview of UK public and private sector organisations’ use of performance information relating to service quality. While they have made some headway in improving the…

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Abstract

Provides an overview of UK public and private sector organisations’ use of performance information relating to service quality. While they have made some headway in improving the range of performance information they have available, and in their use of such information, significant problems remain. These problems include those of: conceptual mis‐development; limitations in recognising the needs of different stakeholders for such information; data shortage difficulties; and both technical and analytical under‐development of practice. Assesses the outlook for development of greater understanding of service quality measurement and makes a number of suggestions for dealing with these problems.

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Managerial Auditing Journal, vol. 16 no. 7
Type: Research Article
ISSN: 0268-6902

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Article
Publication date: 27 March 2023

Kate Fennell

The Adult Support and Protection (Scotland) Act 2007 (ASP Act) mandates public bodies to investigate situations of harm and to support and protect adults at risk. One of the…

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Abstract

Purpose

The Adult Support and Protection (Scotland) Act 2007 (ASP Act) mandates public bodies to investigate situations of harm and to support and protect adults at risk. One of the fundamental principles of the legislation is to involve the person in the adult protection process. Older people are highly represented among those defined as adults at risk and have the right to participate in decisions about their lives. However, contextual factors can impact participatory parity, and participation can be tokenistic. Drawing on the author’s practice experience, this paper aims to explore the supports and barriers to meaningful participation in adult protection.

Design/methodology/approach

Based on practice during the first decade of the ASP Act, this paper uses amalgamated scenarios involving older adults at risk to illustrate some of the key themes emanating from literature.

Findings

Despite Human Rights Conventions and law promoting participatory principles, research evidence and practice experience suggests that ethical principles do not always translate to practice. Within adult protection case conferences (APCCs), participation is nuanced and multifaceted, involving individual and structural facilitators and impediments. APCCs can be inhospitable environments for the adult at risk. But they also have the potential to be collaborative and supportive spaces, promoting the person’s self esteem and agency. The author plans to conduct research with service users and practitioners exploring the extent to which APCCs can facilitate meaningful participation.

Originality/value

This paper contributes to the wider debate about the participatory rights of service users and the value of experiential knowledge.

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