Roos Stals, Albert Dijkhuizen and Tom Joosten
GGzE, a mental health care organisation in the south Netherlands, implemented treatment for patients with severe personality disorders and substance use: clinical case management…
Abstract
GGzE, a mental health care organisation in the south Netherlands, implemented treatment for patients with severe personality disorders and substance use: clinical case management (CCM). CCM is a special healthcare facility for patients whose needs do not match other existing treatment designs. These patients are characterised by unproductive or disturbed relationships and multiple crises that deregulate clinical practice and impede recovery. In the CCM team, patients are treated with the theoretical concepts of relationship management, interpersonal reconstructive therapy, Livesley's stage‐wise treatment and integrated dual disorder treatment (IDDT). These theoretical models and methods used within CCM have been described extensively, though there has been no clinical study about its effect within GGzE so far. Professionals working within the CCM team report that behaviour such as acting out is reduced after about one year of treatment, with less interventions from other caretakers or police involvement. To substantiate these claims, a single group pre‐test and posttest was conducted to find out whether these patients really experience changes in physical and psychological problems, as well as changes in their personality disorder.The sample consists of patients who started treatment between 2004 and 2009 (pre measurement T=0), (n = 21). At T=0, patients completed the Symptom Checklist (SCL‐90) and Personality Characteristics Questionnaire (Vragenlijst Kenmerken Persoonlijkheid, VKP). The outcomes are compared with the results of the same questionnaires that were completed by patients in 2010 (post measurement T=1). The outcomes of the SCL‐90 show significant changes for fear, depression, hostility, distrust and interpersonal sensitivity, as well as the total score of psychoneurosis. The VKP shows significant changes for general personality disorder, schizoid personality disorder and borderline personality disorder. More research is needed to find stronger evidence of treatment effects of CCM, using a bigger sample, a control group and more outcome measurements that also include the drug use of patients.
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Tom C.M. Joosten, Inge M.B. Bongers and Ir Bert R. Meijboom
The article discusses how care programmes and integrated care pathways can be linked, finding ways to improve healthcare process professional and logistical quality from a supply…
Abstract
Purpose
The article discusses how care programmes and integrated care pathways can be linked, finding ways to improve healthcare process professional and logistical quality from a supply chain and a network point‐of‐view.
Design/methodology/approach
The authors argue that owing to cost containment goals and increasing healthcare demand, healthcare services systems are challenged to improve service quality, whilst at the same time finding ways to improve delivery processes. It explores if the combination of two instruments, care programmes and integrated care pathways, can meet both goals. This combination is illustrated by an example from the Institute of Mental Health Care Eindhoven en de Kempen.
Findings
Analysis suggests that care programmes can be combined with integrated care pathways, leading to a situation where both quality and process improvement can be reached. These instruments are complementary.
Research limitations/implications
The article is largely conceptual; ideas are presented to stimulate thinking rather than to prove an argument.
Practical implications
Combining care programmes and integrated care pathways has implications for the way we think about and organise healthcare processes.
Originality/value
There have been few publications on instruments combining both a network and a supply chain approach to describe and understand healthcare processes.
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Janet Anand, Emer Begley, Marita O’Brien, Brian Taylor and Campbell Killick
Social policy and professional practice across the island of Ireland is dominated by the WHO definition of elder abuse and national and professional interpretations of what…
Abstract
Purpose
Social policy and professional practice across the island of Ireland is dominated by the WHO definition of elder abuse and national and professional interpretations of what constitutes elder abuse. Top-down, generalist knowledge of the abuse of older people have facilitated paternalistic and protectionist policies and services designed to protect older vulnerable adults across the Republic of Ireland and Northern Ireland. However, a qualitative study involving 58 older people in six focus groups held across Ireland highlights an alternative understanding of elder abuse grounded in the subjective experiences of older people across urban and rural communities on the island. Indigenous ways of knowing offer a broader and more inclusive understanding of the experience of elder abuse (Lafferty et al., 2012; Dow and Joosten, 2012) together with opportunities for the prevention of ageism and the empowering of older people across the jurisdictions.
Design/methodology/approach
A description of how elder abuse is defined at the global and national level is then compared with the findings of an all-Ireland study of older people's older conceptualisation of elder abuse (Begley et al., 2012) at the local level.
Findings
Understanding indigenous perceptions of elder abuse has significant implications for the delivery of cultural relevant social policy and professional practice across Ireland.
Research limitations/implications
Given the exploratory nature of this study, there are significant methodological limitations to its replication, the representativeness of the participants involved and the generalisability of the findings.
Practical implications
However, this study provides unique insights about how some older people conceptualised elder abuse across different cultural and political contexts across Ireland as compared with national and global definitions.
Originality/value
The study on older people's conceptualisation of elder abuse was the first all-Ireland attempt to contribute to the body of knowledge on indigenous perspectives on elder abuse.
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Marco Kalz, Jan van Bruggen, Bas Giesbers, Wim Waterink, Jannes Eshuis and Rob Koper
The purpose of this paper is twofold: first the paper aims to sketch the theoretical basis for the use of electronic portfolios for prior learning assessment; second it endeavours…
Abstract
Purpose
The purpose of this paper is twofold: first the paper aims to sketch the theoretical basis for the use of electronic portfolios for prior learning assessment; second it endeavours to introduce latent semantic analysis (LSA) as a powerful method for the computation of semantic similarity between texts and a basis for a new observation link for prior learning assessment.
Design/methodology/approach
A short literature review about e‐assessment was conducted with the result that none of the reviews included new and innovative methods for the assessment of open responses and narrative of learners. On a theoretical basis the connection between e‐portfolio research and research about prior learning assessment is explained based on existing literature. After that, LSA is introduced and several examples from similar educational applications are provided. A model for prior learning assessment on the basis of LSA is presented. A case study at the Open University of The Netherlands is presented and preliminary results are discussed.
Findings
A first inspection of the results shows that the similarity measurement that is produced by the system can differentiate between learners who sent in different material and between the learning activities and chapters.
Originality/value
The paper is original because it combines research from natural language processing with very practical educational problems in higher education and technology‐enhanced learning. For faculty members the presented model and technology can help them in the assessment phase in an APL procedure. In addition, the presented model offers a dynamic method for reasoning about prior knowledge in adaptive e‐learning systems.
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Freda Quinlan, Sarah Donnelly and Deirdre O’Donnell
This study aims to synthesise published evidence relating to filial coercive control to generate an understanding of this under-explored concept. This paper identifies its…
Abstract
Purpose
This study aims to synthesise published evidence relating to filial coercive control to generate an understanding of this under-explored concept. This paper identifies its defining characteristics and explores the circumstances under which the phenomenon manifests in the lives of older adults.
Design/methodology/approach
A scoping review methodology was adopted to guide the literature review, while a concept analysis methodology guided data extraction and analysis. Drawing on Rodgers’s (1989) evolutionary concept analysis method, a co-constructed research methodology was developed for this study.
Findings
The concept of filial coercive control was understood in the context of the following antecedents: ageist norms, a parental relationship (both biological and non-biological), physical proximity and the controlling characteristics and tendencies of the abusive adult child. The defining attributes included the exercise of power through control, dependency and entrapment, isolation and confinement and fear and intimidation. Using the dominant themes, models and contrary cases were constructed to illustrate the findings.
Originality/value
Existing bodies of theory fail to adequately describe the phenomenon of filial coercive control adequately; as a consequence, a co-constructed concept analysis was conducted. A tentative operational definition and a conceptual model are proposed providing a starting point for future research and informing professional practice and education.
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Norah Jones and Alice Lau
The aim of this paper is to explore e‐learning’s potential as a change agent for higher education using an e‐learning project, E‐College Wales (ECW), as a case study. E‐College…
Abstract
The aim of this paper is to explore e‐learning’s potential as a change agent for higher education using an e‐learning project, E‐College Wales (ECW), as a case study. E‐College Wales was a large scale, four‐year, longitudinal project which provided a good opportunity to evaluate the potential of e‐learning as an institution‐wide change agent in higher education practices. The findings of this case study are reported via the five dimensions for sustainable implementation of e‐learning, namely learning and teaching, organisation, technology, culture, and strategy and management. The methodology used was qualitative and the data collection methods included interviews and focus groups with the tutors and management of the University at both the beginning and the end of the project. These included looking at their attitudes in their own teaching and learning practice, as well as the way e‐learning was managed as part of the University’s strategy, in order to compare their expectations with what they experienced. The findings from the ECW project showed that e‐learning triggered some initial but vital changes to the University – such as pedagogical discussion that has long been absent – and introduced a more student‐centred learning model, new organisational structure and procedures to support technology‐enhanced learning, and a clear vision and culture that are more responsive to change.
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Yaara Zisman-Ilani, Erin Barnett, Juliette Harik, Anthony Pavlo and Maria O’Connell
Much of the existing literature on shared decision making (SDM) in mental health has focused on the use of decision aids (DAs). However, DAs tend to focus on information exchange…
Abstract
Purpose
Much of the existing literature on shared decision making (SDM) in mental health has focused on the use of decision aids (DAs). However, DAs tend to focus on information exchange and neglect other essential elements to SDM in mental health. The purpose of this paper is to expand the review of SDM interventions in mental health by identifying important components, in addition to information exchange, that may contribute to the SDM process in mental health.
Design/methodology/approach
The authors conducted a systematic literature search using the Ovid-Medline database with supplementary scoping search of the literature on SDM in mental health treatment. To be eligible for inclusion, studies needed to describe (in a conceptual work or development paper) or evaluate (in any type of research design) a SDM intervention in mental health. The authors included studies of participants with a mental illness facing a mental health care decision, their caregivers, and providers.
Findings
A final sample of 31 records was systematically selected. Most interventions were developed and/or piloted in the USA for adults in community psychiatric settings. Although information exchange was a central component of the identified studies, important additional elements were: eliciting patient preferences and values, providing patient communication skills training, eliciting shared care planning, facilitating patient motivation, and eliciting patient participation in goal setting.
Originality/value
The review indicates that additional elements, other than information exchange such as sufficient rapport and trusting relationships, are important and needed as part of SDM in mental health. Future SDM interventions in mental health could consider including techniques that aim to increase patient involvement in activities such as goal settings, values, and preference clarification, or facilitating patient motivation, before and after presenting treatment options.
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Nada Ghesh, Matthew Alexander and Andrew Davis
The increased utilization of artificial intelligence-enabled applications (AI-ETs) across the customer journey has transformed customer experience (CX), introducing entirely new…
Abstract
Purpose
The increased utilization of artificial intelligence-enabled applications (AI-ETs) across the customer journey has transformed customer experience (CX), introducing entirely new forms of the concept. This paper aims to explore existing academic research on the AI-enabled customer experience (AICX), identifying gaps in literature and opportunities for future research in this domain.
Design/methodology/approach
A systematic literature review (SLR) was conducted in March 2022. Using 16 different keyword combinations, literature search was carried across five databases, where 98 articles were included and analysed. Descriptive analysis that made use of the Theory, Characteristics, Context, Methods (TCCM) framework was followed by content analysis.
Findings
This study provides an overview of available literature on the AICX, develops a typology for classifying the identified AI-ETs, identifies gaps in literature and puts forward opportunities for future research under five key emerging themes: definition and dynamics; implementation; outcomes and measurement; consumer perspectives; and contextual lenses.
Originality/value
This study establishes a fresh perspective on the interplay between AI and CX, introducing the AICX as a novel form of the experience construct. It also presents the AI-ETs as an integrated and holistic unit capturing the full range of AI technologies. Remarkably, it represents a pioneering review exclusively concentrating on the customer-facing dimension of AI applications.
目的
随着人工智能应用程序 (AI-ET)在旅途中的使用不断增加, 消费者体验 (CX)得以转变, 引入了全新的概念形式。 本文旨在探索有关人工智能客户体验(AICX)的现有学术研究, 从中找出文献中的空白以及该领域未来研究的机会。
方法
本系统性文献综述(SLR)于2022 年 3 月开工。基于16 个不同的关键词组合, 本综述统共收录并分析了来自 5 个数据库98 篇文献, 采用理论-特征-背景-方法 (TCCM) 框架先后进行描述性分析和内容分析。
研究结果
该研究概述了 AICX 的现有文献, 开发了对已识别的 AI-ET 进行分类的类型学, 确定了现有文献中的空白, 并在 5 个关键新兴主题下提出了未来研究的机会:1. 定义和动态, 2 . 实施, 3. 结果和衡量, 4. 消费者视角, 5. 情境视角。
独创性
本研究建立了全新的视角看待 AI 和 CX 之间的相互作用, 引入了 AICX 这种新颖的体验构造形式, 还将 AI-ET 展示为一个集成了全方位人工智能技术的整体单元。 值得一提的是, 本文代表了一项专门关注人工智能应用面向客户维度的开创性综述。
Objetivo
La creciente utilización de aplicaciones habilitadas por inteligencia artificial (AI-ET) a lo largo del recorrido del cliente han transformado la experiencia del cliente (CX), introduciendo formas totalmente nuevas del concepto. Este artículo pretende explorar la investigación académica existente sobre la experiencia del cliente a través de la IA (AICX), identificando las lagunas en la literatura y las oportunidades para futuras investigaciones en este ámbito.
Diseño/metodología/enfoque
En marzo de 2022 se llevó a cabo una revisión bibliográfica sistemática (SLR). Utilizando 16 combinaciones diferentes de palabras clave, se realizó una búsqueda bibliográfica en 5 bases de datos en las que se incluyeron y analizaron 98 artículos. El análisis descriptivo que hizo uso del marco Teoría, Características, Contexto, Métodos (TCCM) fue seguido del análisis de contenido.
Resultados
El estudio ofrece una visión general de la bibliografía disponible sobre la AICX, desarrolla una tipología para clasificar las AICX detectadas, identifica lagunas en la literatura y plantea oportunidades para futuras investigaciones bajo cinco temas emergentes claves: 1. Definición y dinámica, 2. Implementación, 3. Resultados y medición, 4. Perspectivas del consumidor, 5. Lentes contextuales.
Originalidad/valor
El estudio establece una nueva perspectiva sobre la interacción entre la IA y la CX, introduciendo la AICX como una forma novedosa del constructo experiencia. También presenta las AICX como una unidad integrada y holística que capta toda la gama de tecnologías de la IA. Notablemente, representa una revisión pionera que se concentra exclusivamente en la dimensión orientada al cliente de las aplicaciones de la IA.
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Keywords
- Customer experience (CX)
- Artificial intelligence (AI)
- AI-enabled customer experience (AICX)
- AI-enabled technologies (AI-ETs)
- Tourism
- Systematic review
- TCCM framework
- 消费者体验(CX)人工智能(AI)人工智能客户体验(AICX)人工智能技术(AI-ET)旅游系统性综述TCCM 框架
- Palabras clave Experiencia del cliente
- Inteligencia artificial
- Revisión Sistemática de la iteratura
- Turismo
- TCCM
- Tecnologías basadas en la IA
Sheena Carlisle, Stanislav Ivanov and Corné Dijkmans
This paper aims to present the findings from a European study on the digital skills gaps in tourism and hospitality companies.
Abstract
Purpose
This paper aims to present the findings from a European study on the digital skills gaps in tourism and hospitality companies.
Design/methodology/approach
Mixed methods research was adopted. The sample includes 1,668 respondents (1,404 survey respondents and 264 interviewees) in 5 tourism sectors (accommodation establishments, tour operators and travel agents, food and beverage, visitor attractions and destination management organisations) in 8 European countries (UK, Italy, Ireland, Spain, Hungary, Germany, the Netherlands and Bulgaria).
Findings
The most important future digital skills include online marketing and communication skills, social media skills, MS Office skills, operating systems use skills and skills to monitor online reviews. The largest gaps between the current and the future skill levels were identified for artificial intelligence and robotics skills and augmented reality and virtual reality skills, but these skills, together with computer programming skills, were considered also as the least important digital skills. Three clusters were identified on the basis of their reported gaps between the current level and the future needs of digital skills. The country of registration, sector and size shape respondents’ answers regarding the current and future skills levels and the skills gap between them.
Originality/value
The paper discusses the digital skills gap of tourism and hospitality employees and identifies the most important digital skills they would need in the future.