Sample records for greater client satisfaction

  1. Laser Surgeon, Client Education, and Satisfaction with Tattoo Removal

    DEFF Research Database (Denmark)

    Hutton Carlsen, Katrina; Esmann, Jørgen; Serup, Jørgen


    Studies of satisfaction with tattoo removal outcomes by laser, rated by clients themselves, including qualitative aspects, are sparse. We studied long-term results and client satisfaction with tattoo removal by Q-switched YAG laser. Client satisfaction is influenced by numerous factors: pretreatm...

  2. Clients' knowledge, perception and satisfaction with quality of ...

    African Journals Online (AJOL)

    Clients' knowledge, perception and satisfaction with quality of maternal health care services at the primary health care level in Nnewi, Nigeria. ... Furthermore cost, local language used, staff attitude and interaction with clients was acceptable and may be the reason for high level of satisfaction reported. Key words: Clients' ...

  3. assessment of clients' satisfaction with health service deliveries at ...

    African Journals Online (AJOL)


    Hence, the objective of this study was to assess the perceived levels of clients' ... doctor. Furthermore, satisfaction with the health care was found to have a significant association with the age ... those client values and expectations, which are.

  4. Seeking what matters: determinants of clients' satisfaction in obstetric care services in Pakistan. (United States)

    Ali, Moazzam; Qazi, Muhammad Suleman; Seuc, Armando


    Aim of this study was to determine the dimensions of the service quality in the public hospitals and evaluate the determinants of client satisfaction in obstetric health in the context of Pakistan. The present research evaluates the application of an integrated client satisfaction model that draws mainly from the original SERVQUAL framework in obstetric health services. We conducted a cross-sectional study, in four public district hospitals in Pakistan, enrolling 1101 clients attending obstetric health care services. Measures of service quality and determinants of client satisfaction were factor-analysed and multiple regression analysis was used to test the hypothesis. The client satisfaction increased significantly with increases in respondent's age, number of children, number of visits and with decrease in educational status. Factor analysis revealed five service quality dimensions; and multiple regression analysis showed that all five dimensions of service quality in obstetric care were significant in explaining client satisfaction. The most powerful predictor for client satisfaction was provider communication with clients, followed by responsiveness and discipline. Interventions aimed at improving client provider interaction would not only advance the clinical provision of services, butwould also result in greater patient satisfaction with the services provided, leading to higher levels of facility utilization and continuity of care. Better client provider interaction can be accomplished at hospital's level through focused training of all cadre of service providers sensitizing them on clients' needs. Results also showed that the proposed framework is a valid and flexible instrument in assessing and monitoring service quality and enabling staff to identify where improvements are needed, from the clients' perspective.

  5. assessment of clients' satisfaction with health service deliveries

    African Journals Online (AJOL)


    showed that the overall client satisfaction level with the health services rendered at ... Therefore, the Hospital management should understand these weak service areas and plan for a better .... for use”, which means the consumer's perception.

  6. Modelling Client Satisfaction Levels: The Impact of Contractor Performance

    Directory of Open Access Journals (Sweden)

    Robby Soetanto


    Full Text Available The performance of contractors is known to be a key determinant of client satisfaction.Here, using factor analysis, clients’ satisfaction is defined in several dimensions. Based onclients’ assessment of contractor performance, a number of satisfaction models developedusing the multiple regression (MR technique are presented. The models identify arange of variables encompassing contractor performance, project performance and respondent(i.e. client attributes as useful predictors of satisfaction levels. Contractor performanceattributes were found to be of utmost importance indicating that clientsatisfaction levels are mainly dependent on the performance of the contractor. Furthermore,findings suggest that subjectivity is to some extent prevalent in clients’ performanceassessment. The models demonstrate accurate and reliable predictive power as confirmedby validation tests. Contractors could use the models to help improve their performanceleading to more satisfied clients. This would also promote the development ofharmonious working relationships within the construction project coalition.

  7. The Effects of Psychotherapist's and Clients' Interpersonal Behaviors during a First Simulated Session: A Lab Study Investigating Client Satisfaction

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    François Moors


    Full Text Available The purpose of this study was to examine the effects of psychotherapists' behaviors during a first simulated therapy session on clients' satisfaction, including their intention to pursue or drop out from therapy. The importance of psychotherapists' warmth on clients' satisfaction was examined to check previous findings stressing this determining factor. Examining the role of warm behaviors is however insufficient according to the interpersonal perspective. We therefore tested the role of the psychotherapist's agentic behaviors since only a few studies provide contradictory results about the role of this interpersonal dimension on clients' satisfaction and how it is influenced by matching up client and therapist's profiles. To test our hypotheses and control for alternative therapy-related explanatory variables, we used different videos as experimental conditions manipulating the therapist's behaviors. Seventy-five participants had to imagine themselves as potential clients arriving for a first therapy session. They successively watched a role-playing therapist behaving according to five randomized interpersonal profiles. Results confirmed that warmth was a major dimension predicting client satisfaction. They revealed that agency was also a determinant of client satisfaction and that its effects depended on the client's own interpersonal agentic profile. Dominant clients were found to be more satisfied with the dominant psychotherapist than the submissive one while submissive clients preferred only the warm psychotherapist. These findings are discussed and suggest that therapists may need to be flexible and adapt their behaviors according to their client's interpersonal profile to increase their client satisfaction and decrease drop outs.

  8. Project Management Yinyang: Coupling project success and client satisfaction

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    Greg Stewart Usher


    Full Text Available Our research applies paradox theory to a project management construct to help project management researchers and practitioners understand the tensions that can exist between project success and client satisfaction. Our research highlights that although project success and client satisfaction are both present within a project management construct, they also belong to different functional systems. Project success and client satisfaction have different systemic-discourses and use different language games to convey information. These distinctions can create latent and sometimes salient tensions within the project management construct that project managers must understand, embrace, and work with. We have used a Grounded Theory (GT methodology to explore the lived experience of project managers, and from this have identified a phenomenon which we have termed project management yinyang. Project management yinyang is the state that exists when both project success and Client satisfaction are tightly coupled within the project management construct. Project management yinyang highlights that these two phenomena cannot be viewed as separate elements because the ‘seed’ of each exists within the other. And to truly achieve one, you must also achieve the other. Our findings indicate that in order to create project management yinyang the project manager must embrace a paradoxical yet holistic philosophy. They must understand the complementarity, interdependency, and structural coupling that exists between the positivist and interpretivist paradigms within the project management construct. They must understand how satisfaction (Yin and success (Yang are created through focus. Furthermore, they must understand how project management yinyang is separate from, but borne from, the convergence of the other two elements.

  9. Ethical issues in hospital clients' satisfaction: a Brazilian perspective. (United States)

    Rocha, Elyrose S B; Ventura, Carla A A; de Godoy, Simone; Mendes, Isabel A C; Trevizan, Maria A


    Health institutions can be considered as complex organizations because they need to be prepared to receive and satisfy patients. This clientele differs from other organizations because the use of hospital services is not a matter of choice. Another motive for this difference is that, most often, the patients do not determine what services and products they will use during their stay. Although they are the clients, usually, health professionals decide which service or product they will consume. Hence, nursing care delivery based on competence, efficiency and ethics represents a challenge. This critical reflection is meant to draw attention to the relevance of the ethical aspects of nurses' actions involving patients' satisfaction with nursing care. This paper highlights the responsibility of nurses to develop ethical actions in their commitment to manage and provide care with quality, commitment and efficiency. Possibilities of actions needed emerged from this discussion, such as the provision of reliable and updated information to clients, respect for standards, routines of care, exams and others, as well as clients' education, in order to further their involvement and participation in decisions concerning the care planned for them. The adoption of this paradigm entails a change in the performance of nurses' management and care roles, which may have to observe attitudes previously disregarded in most services provided. © The Author(s) 2014.

  10. Social-Cognitive Factors Affecting Clients' Career and Life Satisfaction after Counseling (United States)

    Verbruggen, Marijke; Sels, Luc


    This study examines factors affecting clients' career and life satisfaction in the first 6 months after having participated in career counseling. In particular, we tested a large subset of the recent social-cognitive model of work satisfaction of Lent and Brown using a longitudinal data set of 195 former counseling clients. Our results showed that…

  11. Client satisfaction with reproductive health-care quality: integrating business approaches to modeling and measurement. (United States)

    Alden, Dana L; Do, Mai Hoa; Bhawuk, Dharm


    Health-care managers are increasingly interested in client perceptions of clinic service quality and satisfaction. While tremendous progress has occurred, additional perspectives on the conceptualization, modeling and measurement of these constructs may further assist health-care managers seeking to provide high-quality care. To that end, this study draws on theories from business and health to develop an integrated model featuring antecedents to and consequences of reproductive health-care client satisfaction. In addition to developing a new model, this study contributes by testing how well Western-based theories of client satisfaction hold in a developing, Asian country. Applied to urban, reproductive health clinic users in Hanoi, Vietnam, test results suggest that hypothesized antecedents such as pre-visit expectations, perceived clinic performance and how much performance exceeds expectations impact client satisfaction. However, the relative importance of these predictors appears to vary depending on a client's level of service-related experience. Finally, higher levels of client satisfaction are positively related to future clinic use intentions. This study demonstrates the value of: (1) incorporating theoretical perspectives from multiple disciplines to model processes underlying health-care satisfaction and (2) field testing those models before implementation. It also furthers research designed to provide health-care managers with actionable measures of the complex processes related to their clients' satisfaction.

  12. Clients' satisfaction with HIV treatment services in Bamenda, Cameroon: a cross-sectional study. (United States)

    Wung, Buh Amos; Peter, Nde Fon; Atashili, Julius


    Clients have explicit desires or requests for services when visiting hospitals; inadequate discovery of their needs may result in dissatisfaction. Patient satisfaction influences retention in HIV care, adherence to HAART and serves as determinant to HIV suppression. This study's objectives were to quantify clients' satisfaction with HIV services in Bamenda and determine relationship between satisfaction and clients' socio-demographic/structural characteristics. A cross-sectional study was conducted on HIV-positive patients followed-up, on treatment and who consulted in the Bamenda Regional Hospital treatment centre between July and August 2014. Participants consent was sought and data collected on client's level of satisfaction to staff-patient-communication, staff attitudes, privacy and confidentiality and staffing and amenities situations in the hospital. Data was collected using a structured questionnaire interviewer-administered by investigator and trained health personnel. Collected data was analyzed using Epi Info version 3.5.4 and clients' satisfaction measured using frequencies and percentages. A total of 384 participants took part in this study and their median age was 37 years (IQR: 29-46). Two hundred and seventy-four (71.4 %) participants were females. Overall satisfaction with HIV services was 91.2 % and participants reported less satisfaction with overall staffing and amenities situation of the centre (3.6 %). In the multivariate analysis, only being female, employed and perceiving high number of nurses working at the treatment centre remained significant predictors of overall satisfaction with HIV services. A high proportion of participants expressed satisfaction with HIV services. However, some dissatisfaction is masked in this high satisfaction level. This dissatisfaction underscores need to improve staff attitudes, staff-patient-communication, employ more staff and build better patient facilities. Future studies need to focus on assessing long

  13. Client satisfaction in a faith-based health network: findings from a survey in Uganda. (United States)

    Shumba, Constance Sibongile; Kabali, Kenneth; Miyonga, Jonathan; Mugadu, Jairus; Lakidi, Luke; Kerchan, Patrick; Tumwesigye, Tonny


    Client satisfaction surveys are important in evaluating quality of the healthcare processes and contribute to health service improvements by assisting health program managers to develop appropriate strategies. The goal of this study was to assess clients' level of satisfaction with services provided by private-not-for-profit member health facilities affiliated to Uganda Protestant Medical Bureau. This was a cross-sectional descriptive study using an interviewer-administered questionnaire conducted in 254/278 (91%) of UPMB member health facilities between 27th April and 14th July 2014 among 927 clients. The tool measured ten dimensions of the care-seeking experience namely; health facility access; waiting time; health providers; support staff; rights; payments; facilities and environment; consent; confidentiality; and the overall care seeking experience. Logistic regression was utilised for multivariate analysis. Overall client satisfaction was found to be high within the UPMB network (84.2%). Most of the client satisfaction dimensions were rated above 70% except payments and rights. There was evidence of association with marital status; single/never married were 3.05 times more likely to be dissatisfied compared to widowed. Clients attending HCIII were less likely to be dissatisfied compared to those attending HCII (OR=0.51, 95% CI: 0.25-1.05). Post-secondary education (OR=1.79; 95% CI 1.01-3.17), being formally employed (OR=2.78, 95% CI: 0.91-8.48) or unemployed (OR=3.34, 95% CI: 1.00-11.17), attendance at a hospital (OR=2.15, 95% CI: 1.36- 3.41) were also associated with high dissatisfaction levels with payments. This study found a high level of satisfaction with services in the UPMB network but recorded low client satisfaction with the dimensions of rights and payments. Health workers should take time to explain rights and entitlement as well as charges levied to clients.

  14. The quality of family planning services and client satisfaction in the public and private sectors in Kenya. (United States)

    Agha, Sohail; Do, Mai


    To compare the quality of family planning services delivered at public and private facilities in Kenya. Data from the 2004 Kenya Service Provision Assessment were analysed. The Kenya Service Provision Assessment is a representative sample of health facilities in the public and private sectors, and comprises data obtained from a facility inventory, service provider interviews, observations of client-provider interactions and exit interviews. Quality-of-care indicators are compared between the public and private sectors along three dimensions: structure, process and outcome. Private facilities were superior to public sector facilities in terms of physical infrastructure and the availability of services. Public sector facilities were more likely to have management systems in place. There was no difference between public and private providers in the technical quality of care provided. Private providers were better at managing interpersonal aspects of care. The higher level of client satisfaction at private facilities could not be explained by differences between public and private facilities in structural and process aspects of care. Formal private sector facilities providing family planning services exhibit greater readiness to provide services and greater attention to client needs than public sector facilities in Kenya. Consistent with this, client satisfaction is much higher at private facilities. Technical quality of care provided is similar in public and private facilities.

  15. Predictors and consequences of rural clients' satisfaction level in the district public-private mixed health system of Bangladesh

    NARCIS (Netherlands)

    Roy, Ashim; van der Weijden, Trudy; de Vries, Nanne


    Background: We investigated predictors of the rural clients' satisfaction level (CSL), and interlinks between perceived specific service quality (PSSQ), perceived utility value (PUV), CSL, and clients' reactions (CR) towards current and future utilization of providers and facilities in the

  16. Clients' knowledge, perception and satisfaction with quality of ...

    African Journals Online (AJOL)


    Apr 14, 2014 ... Furthermore cost, local language used, staff attitude and interaction with clients was acceptable and may be the .... skilled attendants; q = the complementary probability of. P (1 ‑ p) that ... Anticipating a response rate of 90%, an adjustment of the ... questionnaires were distributed, completely filled and were.

  17. The impact of a reproductive health franchise on client satisfaction in rural Nepal. (United States)

    Agha, Sohail; Karim, Ali Mehryar; Balal, Asma; Sosler, Steve


    This study evaluates the impact of a nurse and paramedic reproductive health franchise in rural Nepal on client satisfaction and utilization of services. A quasi-experimental study design, with baseline and follow-up measurements on nonequivalent control groups, was used to assess the effects of the intervention. The study collected data from exit interviews with male and female clients at clinics and from household interviews with married women. Our assessment covers the project's performance for about a year of actual implementation. Client satisfaction with the quality of services increased across a range of indicators at intervention clinics but not at control clinics. Overall satisfaction with services also increased only at intervention clinics but not at control clinics. Consistent with these changes, loyalty increased among clients of franchised clinics. The analysis showed a positive relationship between client satisfaction and loyalty. Although the project's implementation was examined over a relatively short period of time, there appears to have been a net positive effect of the intervention on obtaining family planning products from medical stores/pharmacies. The study shows that franchising reproductive health services increases a provider's interest in delivering better quality services in rural areas of a developing country.

  18. Tattoo removal by Q-switched yttrium aluminium garnet laser: client satisfaction. (United States)

    Hutton Carlsen, K; Esmann, J; Serup, J


    Tattoo removal by Q-switched yttrium aluminium garnet (YAG) lasers is golden standard; however, clients' satisfaction with treatment is little known. To determine clients' satisfaction with tattoo removal. One hundred and fifty-four tattoo removal clients who had attended the private clinic 'Centre for Laser Surgery', Hellerup, Denmark, from 2001 to 2013 completed a questionnaire concerning outcome expectations, level of pain experiences and satisfaction with tattoo removal. The laser surgeon and his team were blinded from data handling. The study design included a minimum 2-year postlaser treatment observation period from 2013 to 2015. Overall, clients were satisfied with their laser treatment; 85% assessed their treatment and results to be acceptable to superb, while 15% assessed their treatment and results to be inferior to unacceptable. Effectiveness relative to colour of tattoo on a scale from 0 (no effect) to 10 (complete removal) scored a mean of blue 9.5, black 9.4, yellow 8.9, red 8.8 and green 6.5. Clients were dissatisfied with green pigment remnants, which could mimic bruising. One hundred and twenty-nine clients (84%) experienced moderate to extreme pain during treatment. Twenty-eight (20%) developed minor scarring. There were many reasons for tattoo removal; e.g. stigmatisation (33%), conspicuousness (29%) and poor artistic quality (22%). One hundred and two clients had expected complete removal of tattoos without a blemish, expectations that were only partly fulfilled. During the treatment period, clients adjusted expectations and adapted more realistic views of outcomes. The majority of clients were satisfied with Q-switched YAG laser removal of tattoos despite high pretreatment expectations which were only partly met. The study supports YAG lasers for tattoo removal as acceptable therapy of today, with room for new approaches. © 2017 European Academy of Dermatology and Venereology.

  19. Assessment of client satisfaction on emergency department services in Hawassa University Referral Hospital, Hawassa, Southern Ethiopia. (United States)

    Worku, Mesfin; Loha, Eskindir


    Satisfaction refers to a state of pleasure or contentment with an action, event or service, especially one that was previously desired. Regarding to client, satisfaction is the level of happiness that clients experience having used a service. It therefore reflects the gap between the expected service and the experience of the service, from the client's point of view. Information was unavailable regarding the level of satisfaction of patients towards emergency health care servicesat Hawassa University Referral Hospital thatserve a huge catchment area; and this study addressed this gap. Cross-sectional study was conducted from March 13 to May 15/2014. Systematic sampling method was used to enroll study participants. The data was collected by trained data collectors using pre-structured questionnaire. A total 407 clients were enrolled under this study with respondent rate of 96.9%. Nearly two third of study participants were male, 270 (66.3%). 86.7% of study participants were satisfied by services provided in Emergency Out Patient Department (OPD). The percentage of study satisfaction with physical examination by Doctor, nursing, laboratory and pharmacy services were 95.6%, 89.9%, 84.7% and 67.6%, respectively. Only 31.9% were satisfied with availability of drugs in the pharmacy. Regarding to staff courtesy, 91.7% of study participants were satisfied by the manner shown by the staffs working in Emergency OPD. The vast majority of the participants (97%) were satisfied with the courtesy of Medical laboratory personnel and the least satisfaction (79.4%) was recorded for security guards. This study showed low level of patient satisfaction in pharmacy services specifically due to unavailability of drugs due to lack of sustained supply of drugs.

  20. Compassion satisfaction, burnout, and secondary traumatic stress in UK therapists who work with adult trauma clients

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    Ekundayo A. Sodeke-Gregson


    Full Text Available Background: Therapists who work with trauma clients are impacted both positively and negatively. However, most studies have tended to focus on the negative impact of the work, the quantitative evidence has been inconsistent, and the research has primarily been conducted outside the United Kingdom. Objectives: This study aimed to assess the prevalence of, and identify predictor variables for, compassion satisfaction, burnout, and secondary traumatic stress in a group of UK therapists (N=253 working with adult trauma clients. Method: An online questionnaire was developed which used The Professional Quality of Life Scale (Version 5 to assess compassion satisfaction, burnout, and secondary traumatic stress and collect demographics and other pertinent information. Results: Whilst the majority of therapists scored within the average range for compassion satisfaction and burnout, 70% of scores indicated that therapists were at high risk of secondary traumatic stress. Maturity, time spent engaging in research and development activities, a higher perceived supportiveness of management, and supervision predicted higher potential for compassion satisfaction. Youth and a lower perceived supportiveness of management predicted higher risk of burnout. A higher risk of secondary traumatic stress was predicted in therapists engaging in more individual supervision and self-care activities, as well as those who had a personal trauma history. Conclusions: UK therapists working with trauma clients are at high risk of being negatively impacted by their work, obtaining scores which suggest a risk of developing secondary traumatic stress. Of particular note was that exposure to trauma stories did not significantly predict secondary traumatic stress scores as suggested by theory. However, the negative impact of working with trauma clients was balanced by the potential for a positive outcome from trauma work as a majority indicated an average potential for compassion

  1. Compassion satisfaction, burnout, and secondary traumatic stress in UK therapists who work with adult trauma clients. (United States)

    Sodeke-Gregson, Ekundayo A; Holttum, Sue; Billings, Jo


    Therapists who work with trauma clients are impacted both positively and negatively. However, most studies have tended to focus on the negative impact of the work, the quantitative evidence has been inconsistent, and the research has primarily been conducted outside the United Kingdom. This study aimed to assess the prevalence of, and identify predictor variables for, compassion satisfaction, burnout, and secondary traumatic stress in a group of UK therapists (N=253) working with adult trauma clients. An online questionnaire was developed which used The Professional Quality of Life Scale (Version 5) to assess compassion satisfaction, burnout, and secondary traumatic stress and collect demographics and other pertinent information. Whilst the majority of therapists scored within the average range for compassion satisfaction and burnout, 70% of scores indicated that therapists were at high risk of secondary traumatic stress. Maturity, time spent engaging in research and development activities, a higher perceived supportiveness of management, and supervision predicted higher potential for compassion satisfaction. Youth and a lower perceived supportiveness of management predicted higher risk of burnout. A higher risk of secondary traumatic stress was predicted in therapists engaging in more individual supervision and self-care activities, as well as those who had a personal trauma history. UK therapists working with trauma clients are at high risk of being negatively impacted by their work, obtaining scores which suggest a risk of developing secondary traumatic stress. Of particular note was that exposure to trauma stories did not significantly predict secondary traumatic stress scores as suggested by theory. However, the negative impact of working with trauma clients was balanced by the potential for a positive outcome from trauma work as a majority indicated an average potential for compassion satisfaction.

  2. Compare Client Satisfaction in the Public Health Posts and Outsourced Health Posts Affiliated to Qom University of Medical Sciences in 2014

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    Leila Riahi


    Full Text Available Abstract Background: Client satisfaction as an important indicator to assess the quality of provided services has found a special place over the past few decades. The main purpose of this study is to compare the client satisfaction in the public health posts and outsourced health posts affiliated to Qom university of medical Sciences in 2014. Materials and Methods: This was a descriptive analytic (cross- sectional study.The participants were 216 clients, who had referred to 10 public health posts and outsourced health posts of Qom province. Health posts were selected by cluster sampling from different urban areas and participants were selected by simple sampling methods. A researcher made questionnaire was used to measure the data on a 5-point Likert scale, which it's validity and reliability were confirmed by experts panel and Cronbach's alpha coefficient, respectively. After collection, the data were analyzed by SPSS 20, and descriptive statistical methods, Mann-Whitney test, chi-square, with 0.05 significant level. Results: Among 60 health posts, 20 health posts (33.33% were outsourced and 40 (66.66% were managed by the public sector. Results showed that in health centers outsourced , overall satisfaction of the child care and vaccinations and maternity care were respectively, 64.5 and 55.42 and 67.43 percent and in public health posts were respectively, 35.5 and 44.58 and 37.66 percent and this difference was significant. Client satisfaction in the public health posts of the vaccination (57.1% compared with client satisfaction in the outsourced health posts (47.2% was higher, also at public health posts, satisfaction of the scientific skill employees (55.1 percent assigned to the outsourced health posts (44.9% was even greater, that this difference was significant. Conclusion: Results of the present study showed that, there is a significant difference in satisfaction of clients in public health posts and outsourced health posts It seems

  3. The Client Satisfaction Questionnaire: psychometric properties in a Dutch addict population. (United States)

    De Wilde, Eveline F; Hendriks, Vincent M


    The aim of this study is to investigate psychometric properties of the Client Satisfaction Questionnaire (CSQ-8) in a Dutch substance abuse population. The CSQ-8 and the Mental Health Thermometer (the standard Dutch satisfaction instrument) were sent to 927 patients of a Dutch substance abuse treatment centre. (response rate 28.3%; n = 262). Data were compared on several variables (i.e., age, gender, ethnicity, treatment type). For a subgroup of responders (n = 84), data were compared with pre-treatment problem severity and treatment need (the European Addiction Severity Index). Both internal consistency and concurrent validity were found to be high. Only treatment type had significant effects on CSQ-8 satisfaction scores. Scores were negatively skewed. The CSQ-8 is as suitable an instrument to be used in addict populations, as it is in other populations. (c) 2005 S. Karger AG, Basel

  4. Reliability tests and validation tests of the client satisfaction questionnaire (CSQ-8) as an index of satisfaction with childbirth-related care among Filipino women. (United States)

    Matsubara, Chieko; Green, Joseph; Astorga, Linda Teresa; Daya, Edgardo L; Jervoso, Honorato C; Gonzaga, Edgardo M; Jimba, Masamine


    Satisfaction is an important indicator of the quality of care during childbirth. Previous research found that a good environment at a health facility can increase the number of deliveries at that facility. In contrast, an unsatisfying childbirth experience could cause postpartum mental disorder. Therefore it is important to measure mothers' satisfaction with their childbirth experiences. We tested whether the eight-item Client Satisfaction Questionnaire (CSQ-8) provided useful information about satisfaction with childbirth-related care. The government of the Philippines promotes childbirth at health facilities, so we tested the CSQ-8 in the Philippine cities of Ormoc and Palo. This was a cross-sectional study. We targeted multigravid mothers whose last baby had been delivered at a hospital (without complications) and whose 2nd-to-last baby had been delivered at a hospital or at home (without complications). We developed versions of the CSQ-8 in Cebuano and Waray, which are two of the six major Filipino languages. Reliability tests and validation tests were done with data from 100 Cebuano-speaking mothers and 106 Waray-speaking mothers. Both the Cebuano and Waray versions of the CSQ-8 had high coefficients of internal-consistency reliability (greater than 0.80). Both versions were also unidimensional, which is generally consistent with the English CSQ-8 in a mental-health setting. As hypothesized, the scores for data regarding the second-to-last delivery were higher for mothers who had both their second-to-last and their last delivery in a hospital, than for mothers who had their second-to-last delivery at home and their last delivery in a hospital (Cebuano: p one language. These versions of the CSQ-8 can now be used to assess mothers' satisfaction, so that mothers' opinions can be taken into account in efforts to improve childbirth-related services, which could increase the proportion of deliveries in medical facilities and thus reduce maternal mortality.


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    D Anand


    Full Text Available Background: It is easier to evaluate the patient’s satisfaction towards the service than evaluate the quality of medical services that they receive. Patient satisfaction indicators remain stable over time as oppose to clinical indicators which will be changed with technology and pace of medical progress. Objectives: 1 To assess the level of satisfaction of patients attending government health facilities.2 To identify the area of low satisfaction at Government health facility. Methodology: Multistage sampling technique was used for selecting primary and secondary level health facilities. Patients were interviewed, when they were leaving health facility by using pretested, predesigned, semi-structured schedule. Results: A total of 600 clients were interviewed in this study and it was found that there was high level of satisfaction with signboard/display, courtesy and respect given by doctor, overall time duration given by doctor, skills of doctor, effectiveness of health services in solving problem, cost incurred on health services, and behavior of paramedical staff. Whereas comparatively low level of satisfaction was found regarding timings of OPD, registration procedure, waiting time, Cleanliness and comfort of waiting area and examination room, privacy measures and behavior of other non medical staff member.Major causes of dissatisfaction at primary level were Comfort and cleanliness of waiting area and service area, privacy measures, overall time duration given by doctor and behavior of supporting staff. However at higher i.e. secondary and tertiary level major causes found were inadequate OPD timing, mismanaged registration procedure and long waiting time to seek doctor. Conclusion: To raise level of patients satisfaction there should be capacity building,training and orientation programmes for health professonals.

  6. Satisfaction of clients with disabilities with services offered at primary health care centres in Ndola, Zambia

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    N. Mlenzana


    Full Text Available To establish satisfaction level of persons with disabilitiesregarding health services at primary health care centres in Ndola, Zambia.Key stakeholders views on satisfaction of services is an important componentof service rendering thus obtaining information is important in assistingwith the evaluation of health care service delivery. This will assist in improvingeffectiveness and availability of health care services to persons with physicaldisabilities.All persons with disabilities attending both rehabilitation centres andprimary health care centres in Ndola, Zambia, were targeted for this study. Willing participants were convenientlyselected to take part in the study.A cross sectional, descriptive study design using quantitative methods of data collection was used. The GeneralPractice Assessment Questionnaire was adjusted, piloted for Ndola population and used in this study to establishsatisfaction of participants. The study was ethically cleared at the University of the Western Cape and Zambia.Information and consent forms were signed by participants.Quantitative data was analysed descriptively and was reported in percentages.In the current study there were 191 participants of whom 56% were male and 44% were female with age rangefrom 18-65 years. Fifty-two percent of the participants presented with learning disabilities and 38% of persons withphysical disabilities. Majority of clients (54% were dissatisfied with availability of services and health care servicesat the health care centres. Areas that clients were dissatisfied with were accessibility, consultation with health professionals,waiting times and opening hours of the health care centres.Clients with disabilities who accessed health care services from selected health centres in Ndola were dissatisfiedwith aspects of health services. Accessibility, consultation with health professionals, waiting times and opening hoursof the health care centres were the origin of client dissatisfaction

  7. Client Satisfaction And Decision Making Amongst Females Visiting Family Planning Clinics In Hyderabad, Pakistan. (United States)

    Memon, Arbia; Hamid, Saima; Kumar, Ramesh


    Family Planning is the basic right of the human being. It involves decision regarding the number of children and desired space between children by the couple themselves. Quality services involving multiple dimensions build the confidence of the clients and lack of quality is one of the constraints behind incomplete coverage of family planning. Objectives of the current study were to determine the client satisfaction, decision-making process and various influences on clients in adopting family planning methods. This cross-sectional study was conducted at Family Planning Centre of Liaquat University Hospital, Hyderabad in 2016. Quality of the family planning services and satisfaction with the services were assessed through responses obtained from women selected purposively and visiting family planning centre through exit interviews with structured pretested and reliable questionnaire after taking the written consent. Access to Family Planning Centre was not an issue in 92% cases but only 31% respondents were appropriately greeted, 77% faced blank expression and 13% received sufficient privacy. Health problems and socioeconomic conditions were inquired by 41% and18% providers respectively, while motivating force for service use was mother in law in most 35% cases. Health workers were successful in clarifying misinformation (86%) and explaining side effects (71%) but only 21% respondents were satisfied with services. Respondents are influenced by family and health care providers while making decision and type of influence was considered positive by 83% respondents. Training and monitoring system be strengthened at family planning centres to improve quality of services while important influencing relations be focused for family planning education to improve utilization of services.

  8. Outsource the Clients Management? A Study about the Impact of the Facilities Management Activity Outsourcing in the Satisfaction of Organizational Clients

    Directory of Open Access Journals (Sweden)

    Hellio Calian Martins


    Full Text Available Satisfaction is the subject of several studies because of the managerial implications related to customer loyalty and business sustainability. This study aims to assess the satisfaction of organizational clients of Shopping Centers (SC with the technical and environmental services that provide the necessary conditions for the retail practice denominated facilities management (FM. FM involves a wide range of services to retailers to ensure normal operation (HR and finance management, real estate and Legal advice, IT repairs .... The services can be managed and/or performed by internal or external staff. FM activities are quite subject to contractual and environmental problems. Although most of the time they are invisible to consumers attending the SC, when they are poorly performed, the effects can be devastating, causing dissatisfaction among consumers and retailers. Data collected at two big SC in Rio de Janeiro were statistically analyzed. Results show evidence that this management option has significant relevance in customer satisfaction and there is also evidence that the shopkeeper satisfaction is lower when the FM is outsourced. This work aims to contribute to retail management, specifically SC management, by analyzing the satisfaction of organizational clients with services of FM and may provide more information for better decision making.

  9. One-to-One Support for Crisis Intervention Using Online Synchronous Instant Messaging: Evaluating Working Alliance and Client Satisfaction (United States)

    Blake Buffini, Katrina; Gordon, Michael


    Young people are increasingly turning to online support, especially when traditional mental health services are not immediately available. Using a cross-sectional design, sociodemographic information and self-reported perceptions of the strength of the working alliance and client satisfaction were collected from a sample of participants (n = 78)…

  10. National Weatherization Assistance Program Impact Evaluation - Client Satisfaction Survey: WAP Service Delivery from the Client's Perspective

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    Miller, Carolyn [Carolyn Miller Consulting, Princeton, NJ (United States); Carroll, David [APPRISE, Inc., Princeton, NJ (United States); Berger, Jacqueline [APPRISE, Inc., Princeton, NJ (United States); Driscoll, Colleen [APPRISE, Inc., Princeton, NJ (United States); Tonn, Bruce Edward [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States)


    This report presents the results of a survey of recipients to measure satisfaction with services provided by local weatherization agencies being supported by funding from Department of Energy's Weatherization Assistance Program.

  11. Perceptions of clients regarding family planning service delivery in a clinic of the Greater Johannesburg Metropolitan Council

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    A. Kellner


    Full Text Available Unwanted pregnancies with their negative impact on both women and children occur on an ongoing basis in Gauteng, South Africa. One way to prevent unwanted pregnancies is to use a reliable contraceptive method available free of charge from primary health care clinics providing family planning services throughout Gauteng Province. A literature review was completed on women and access to family planning services and an interview schedule (questionnaire was developed. The purpose of this study was to describe guidelines to meet the expectations of clients accessing family planning services provided by a clinic in Region F, Area 28 of the Greater Johannesburg metropolitan council. This quantitative, exploratory, descriptive and comparative study measured the gaps between the expectations of participants on service delivery and the extent to which these expectations were met. A convenience sample was conducted and consisted of 50 women of reproductive age (ages 15 to 49 attending the family planning clinic. Pre-testing of the instrument was conducted. Structured interviews with a interview schedule were conducted before and after women attended a family planning service. Inferential statistics indicated that there was a significant gap between the client expectations of family planning service delivery and the extent to which these expectations were met. Of the sixty-four items where women indicated the extent of their expectations the findings on only three items were not statistically significant. These gaps were addressed by proposing managerial guidelines to be implemented by the nurse manager in charge of the facility, on which this article will focus. Validity and reliability principles were ensured in the study. Ethical principles were adhered to during the research process.

  12. Client satisfaction among participants in a randomized trial comparing oral methadone and injectable diacetylmorphine for long-term opioid-dependency

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    Brissette Suzanne


    Full Text Available Abstract Background Substitution with opioid-agonists (e.g., methadone has shown to be an effective treatment for chronic long-term opioid dependency. Patient satisfaction with treatment has been associated with improved addiction treatment outcomes. However, there is a paucity of studies evaluating patients' satisfaction with Opioid Substitution Treatment (OST. In the present study, participants' satisfaction with OST was evaluated at 3 and 12 months. We sought to test the relationship between satisfaction and patients' characteristics, the treatment modality received and treatment outcomes. Methods Data from a randomized controlled trial, the North American Opiate Medication Initiative (NAOMI, conducted in Vancouver and Montreal (Canada between 2005-2008, was analyzed. The NAOMI study compared the effectiveness of oral methadone vs. injectable diacetylmorphine over 12 months. A small sub-group of patients received injectable hydromorphone on a double blind basis with diacetylmorphine. The Client Satisfaction Questionnaire (CSQ-8 was used to measure satisfaction with treatment. CSQ-8 scores, as well as retention and response to treatment, did not differ between those receiving hydromorphone and diacetylmorphine at 3 or 12 months assessments; therefore, these two groups were analyzed together as the 'injectable' treatment group. Results A total of 232 (92% and 237 (94% participants completed the CSQ-8 at 3 and 12 months, respectively. Participants in both groups were highly satisfied with treatment. Independent of treatment group, participants satisfied with treatment at 3 months were more likely to be retained at 12 months. Multivariate analysis indicated that satisfaction was greater among those randomized to the injection group after controlling for treatment effectiveness. Participants who were retained, responded to treatment, and had fewer psychological symptoms were more satisfied with treatment. Finally, open-ended comments were made by

  13. "La satisfaction du client" L'orientation future de la Salle de Contrôle Technique?

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    Alvarez, A


    La Salle de Contrôle Technique (TCR) fournie une vaste gamme de services à un nombre considérable de clients. Elle est sollicitée pour fournir de nouveaux services et pour améliorer la qualité des existants. Ce document présente ce tissu de relations, met en valeur les protagonistes et les services, et propose des solutions pour augmenter la satisfaction des partenaires de la TCR. Pour ce faire, une démarche évolutive, extrait du monde du marketing convient et s'ajuste aux besoins et caractéristiques de la TCR. Cette démarche, itérative, est basée sur l'identification des clients et des prestations fournies, d'une catégorisation des clients ainsi qu'un contrôle systématique de la qualité et l'efficacité des actions ; ceci afin de permettre l'établissement d'une relation de confiance conduisant à une augmentation et un entretien de la fidélité des clients envers la TCR.

  14. Investigating the factors that influence client satisfaction: case study, Barat Carbide



    M.B.A. Throughout the world companies are restructuring there processes. Companies are trying to provide a better service to the customers with the same cost or alternatively at a lower cost. The service-profit chain is an equation that establishes the relationship between corporate policies, employee satisfaction, value creation, customer loyalty and profitability. This paper examines the direct relationship between employee satisfaction and customer satisfaction. It concentrates on the e...

  15. Clients' Satisfaction with Monopolistic Services and Commitment to the Organization: A University Context (United States)

    Thomas, James L.; Cunningham, Brent J.


    This study investigates the relationship between monopolistic service providers and customer satisfaction and commitment. The authors investigated how the ethical perceptions of service consumers, their perceptions of service quality, and satisfaction effect commitment to the long-term relationship with monopolistic service providers. Results…

  16. Level of satisfaction of clients of public pharmacies dispensing high-cost drugs in Espírito Santo, Brazil

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    Karla Oliveira dos Santos Cassaro

    Full Text Available ABSTRACT The aim of this study was to evaluate the level of satisfaction of pharmaceutical services and to determine the socioeconomic profile of public pharmacy clients. This is a cross-sectional observational study using a quantitative approach. The sample was calculated from the monthly number of patients seen in pharmacies and was stratified for each pharmacy. Data were analysed using SPSS 11.5 software and by observing the simple relative frequencies for qualitative variables. For the quantitative variables, the analysis of variance (ANOVA and post-hoc Fisher tests were performed. Data are expressed as mean ± standard deviation (SD. The results show that, in general, patients at "Farmácias cidadãs" are satisfied with the services. However, when stratified, we found that the greatest satisfaction was related only to structural and organizational aspects, while the pharmaceutical services are unsatisfactory. When relating satisfaction to the socioeconomic characteristics, a difference between waiting time (39.07 ± 19.53, attendance by pharmacist (8.91 ± 5.14 and education was observed. It is concluded that users are satisfied with the services of state "Farmácias cidadãs" of Espírito Santo, but there should be improvements in relation to pharmaceutical services and the interpersonal relationships between health professionals and users of the public health system in Brazil.

  17. Client satisfaction and quality of health care in a rural medical institute of central Uttar Pradesh

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    Sandip Kumar


    Full Text Available Background: Consumer satisfaction is recognized as an important parameter for assessing the quality of patient care services. Satisfaction regarding the attitude of providers toward these services is expected to affect treatment outcome and prognosis. Out Patient Departments (OPDs need to monitor the quality of care and patient satisfaction for continuous quality improvement. A major component of quality of health care is patient satisfaction. Present study has been conducted to assess consumer satisfaction with regard to clinical care in the Out Patient Department of Rural Medical Institute of Central Uttar Pradesh. Materials and Methods: The present study was an Outpatient- based cross sectional study conducted in Out Patient Department of UP Rural Institute of Medical Sciences & Research, Saifai, Etawah (UP between January- June, 2013. A total of 600 patients were selected at random for exit interviews during Out Patients Department hours. Results: The socio-demographic profile of study subjects showed that 57.17% respondents were male and mostly were Hindu (79.67%. A total of 65% were in the age group between 15-59 years. Respondents were patients themselves (86.17% and accompanying relatives for pediatric patients younger than 15 years old (13.83%. Forty percent of respondents were house wife by occupation. For most of the patients (58.83% waiting time for consultation was between 15-30 minutes, in 55.17% patients, doctor spent only 5-10 minutes for consultation. A total of 98.67% of the respondents were satisfied with the outpatient department timings.

  18. Employee assistance program services for intimate partner violence and client satisfaction with these services. (United States)

    Pollack, Keshia M; McKay, Tasseli; Cumminskey, Chris; Clinton-Sherrod, A Monique; Lindquist, Christine H; Lasater, Beth M; Walters, Jennifer L Hardison; Krotki, Karol; Grisso, Jeane Ann


    To describe intimate partner violence (IPV) services available through employee assistance programs (EAPs) and determine women's satisfaction with these services. A mixed-methods study consisting of semistructured telephone interviews with 28 EAPs about IPV-related services and a national web-based survey of 1765 women regarding their interactions with EAPs when seeking IPV-related assistance. Data were collected in the fall of 2008. EAPs provide fairly extensive services to individuals experiencing IPV. Satisfaction with EAP services for IPV was significantly associated with annual income and the type of help received from the EAP, but not with type of IPV experienced. EAP representatives described challenges with accurately identifying IPV victims and women expressed concerns with confidentiality. Future efforts to enhance the ability of EAPs to respond effectively to IPV should address confidentially and strengthen how IPV-related assistance is delivered.

  19. Satisfação de clientes sobre cuidados de enfermagem no contexto hospitalar Satisfacción de clientes sobre cuidados de enfermería en el contexto hospitalario Outpatient satisfaction with nursing care

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    Juliana de Lima Lopes


    Full Text Available OBJETIVO: Descrever a metodologia utilizada para mensurar a satisfação do cliente externo com relação aos cuidados de enfermagem e apresentar o índice de satisfação destes clientes quanto aos cuidados de enfermagem. MÉTODOS: Estudo descritivo, de corte transversal, retrospectivo e abordagem quantitativa. realizado em uma instituição hospitalar de grande porte localizada na cidade de São Paulo, no período de dezembro de 2003 a outubro de 2005. O estudo foi elaborado a partir de dados fornecidos pelo Departamento de Marketing da Instituição. RESULTADOS: Os resultados demonstraram que 99% dos clientes pesquisados (3.860 estão satisfeitos com os cuidados de enfermagem. CONCLUSÃO: A satisfação dos clientes é decorrente do atendimento às expectativas e necessidades atendidas pelos cuidados de enfermagem recebidos.OBJETIVO: Describir la metodología utilizada para medir la satisfacción del cliente externo con relación a los cuidados de enfermería y presentar el índice de satisfacción de estos clientes en cuanto a los cuidados de enfermería. MÉTODOS: Se trata de un estudio descriptivo, de corte transversal, retrospectivo y abordaje cuantitativo, realizado en una institución hospitalaria de gran porte localizada en la ciudad de Sao Paulo, en el período de diciembre del 2003 a octubre del 2005. El estudio fue elaborado a partir de datos proporcionados por el Departamento de Marketing de la Institución. RESULTADOS: Los resultados demostraron que el 99% de los clientes investigados (3.860 están satisfechos con los cuidados de enfermería. CONCLUSIÓN: La satisfacción de los clientes es resultante de la atención a las expectativas y necesidades atendidas por los cuidados de enfermería recibidos.OBJECTIVE: To describe the methodology used to measure outpatient satisfaction with nursing care and to report their actual satisfaction scores. METHODS: This was a descriptive retrospective cross-sectional study. Data were collected

  20. Adults with Greater Weight Satisfaction Report More Positive Health Behaviors and Have Better Health Status Regardless of BMI

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    Christine E. Blake


    Full Text Available Background. Prior studies suggest that weight satisfaction may preclude changes in behavior that lead to healthier weight among individuals who are overweight or obese. Objective. To gain a better understanding of complex relationships between weight satisfaction, weight-related health behaviors, and health outcomes. Design. Cross-sectional analysis of data from the Aerobics Center Longitudinal Study (ACLS. Participants. Large mixed-gender cohort of primarily white, middle-to-upper socioeconomic status (SES adults with baseline examination between 1987 and 2002 (n=19,003. Main Outcome Variables. Weight satisfaction, weight-related health behaviors, chronic health conditions, and clinical health indicators. Statistical Analyses Performed. Chi-square test, t-tests, and linear and multivariate logistic regression. Results. Compared to men, women were more likely to be dieting (32% women; 18% men and had higher weight dissatisfaction. Men and women with greater weight dissatisfaction reported more dieting, yo-yo dieting, and snacking and consuming fewer meals, being less active, and having to eat either more or less than desired to maintain weight regardless of weight status. Those who were overweight or obese and dissatisfied with their weight had the poorest health. Conclusion. Greater satisfaction with one’s weight was associated with positive health behaviors and health outcomes in both men and women and across weight status groups.

  1. The impact of the different payment options on the medical services clients' satisfaction building process (United States)

    Skowron, Łukasz; Gąsior, Marcin; Sak-Skowron, Monika


    Both the scientific bodies as well as business practitioners over the past few years have concentrated their efforts in the field of marketing and management primarily around the concept of customer, wanting to know more about him/her and trying to understand their behaviour so that their market activities can more easily be influenced and shaped. In today's market, the customer bases the purchase-decision-making process on choosing a good/service that will give him/her the greatest satisfaction, a subjective, positive experience, which is an emotional reaction to the perceived value. Its level is a result of the comparison between the level of expectations arising from past experience, obtained information and promises, and the perception of experienced situation. In the empirical part of the manuscript, the authors present the main differences in the process of building customer satisfaction and loyalty for two groups of patients: those using prepaid medical services and those who pay for their services each time. Reported results refer to research carried out by the authors between August and October 2012 in the city of Warsaw (Poland) with use of the Structural Equation Modeling analysis. The study was conducted via paper surveys, on a sample of 1590 respondents who were the patients of selected medical organizations. The study demonstrated, using two, separate models, that among aforementioned groups of patients, the evaluation of health services proceeds in quite a different way. This indicates significant implications, of marketing and management character in the field of communication and building long-term patient-organization relationships. Medical establishments wanting to manage effectively their relationships with current and potential customers need to understand the nature of the different groups of patients and be able to adjust the scope and form of marketing activities to their different expectations and preferences.

  2. Measuring client satisfaction and the quality of family planning services: a comparative analysis of public and private health facilities in Tanzania, Kenya and Ghana. (United States)

    Hutchinson, Paul L; Do, Mai; Agha, Sohail


    Public and private family planning providers face different incentive structures, which may affect overall quality and ultimately the acceptability of family planning for their intended clients. This analysis seeks to quantify differences in the quality of family planning (FP) services at public and private providers in three representative sub-Saharan African countries (Tanzania, Kenya and Ghana), to assess how these quality differentials impact upon FP clients' satisfaction, and to suggest how quality improvements can improve contraceptive continuation rates. Indices of technical, structural and process measures of quality are constructed from Service Provision Assessments (SPAs) conducted in Tanzania (2006), Kenya (2004) and Ghana (2002) using direct observation of facility attributes and client-provider interactions. Marginal effects from multivariate regressions controlling for client characteristics and the multi-stage cluster sample design assess the relative importance of different measures of structural and process quality at public and private facilities on client satisfaction. Private health facilities appear to be of higher (interpersonal) process quality than public facilities but not necessarily higher technical quality in the three countries, though these differentials are considerably larger at lower level facilities (clinics, health centers, dispensaries) than at hospitals. Family planning client satisfaction, however, appears considerably higher at private facilities - both hospitals and clinics - most likely attributable to both process and structural factors such as shorter waiting times and fewer stockouts of methods and supplies. Because the public sector represents the major source of family planning services in developing countries, governments and Ministries of Health should continue to implement and to encourage incentives, perhaps performance-based, to improve quality at public sector health facilities, as well as to strengthen regulatory

  3. Evaluación de la satisfacción del cliente de la Drogueria Villa Clara, 2008-2009 Assessment of the client satisfaction in Villa Clara Drugstore, 2008-2009

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    Geidy Lorezo Monteagudo


    Full Text Available Introducción: la Droguería Villa Clara es la encargada de la distribución de medicamentos, reactivos y otros insumos médicos en esta provincia de Cuba. Mantiene relaciones comerciales con gran variedad de clientes, pero los más importantes son los pertenecientes al Sistema de Salud. Objetivo: evaluar la calidad del servicio brindado por esta entidad a los hospitales, policlínicos y farmacias de la provincia durante el 2008 y el 2009. Métodos: se conformó una muestra representativa de estas instituciones en todos los municipios de Villa Clara y se aplicaron encuestas al personal responsable de medicamentos en cada tipo unidad. Se determinó el índice de satisfacción para cada cliente encuestado en particular, así como para policlínicos, hospitales y farmacias en sentido general. Por otra parte, se determinó el índice de satisfacción alcanzado de forma global por la droguería en cada año evaluado. Resultados: el servicio brindado por la Droguería Villa Clara durante el 2008 y el 2009 fue calificado como bueno, con una mejora palpable al obtenerse índices de satisfacción que variaron de 84,2 % en el 2008 a 88,3 % en el 2009. Conclusiones: los clientes del proceso de distribución de medicamentos, perciben la disponibilidad de medicamentos como el problema fundamental de la distribución en la provincia.Introduction: Villa Clara Drugstore is in charge of the distribution of drugs, reagents, and other medical inputs in this Cuban province. It has commercial relations with a wide variety of clients, but the most important ones are those within the health system. Objective: to evaluate the quality of service rendered by this entity to hospitals, polyclinics and pharmacies in the province in 2008 and 2009. Methods: a representative sample from these institutions in all Villa Clara municipalities was selected and the personnel in charge of medications in each unit was surveyed. Satisfaction index for each surveyed client was

  4. Encontros de serviço e satisfação de clientes em hospitais Encuentros de los servicios y satisfación de los clientes en hospitales Service encouters and customer satisfaction in hospitals

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    Gisela Maria Schebella Souto de Moura


    Full Text Available A pesquisa realizada versa sobre os encontros de serviço e a satisfação de clientes em hospitais. O estudo é de natureza exploratória e teve por objetivo identificar os encontros de serviço que ocorrem no hospital e os atributos de satisfação a eles relacionados. Os dados foram coletados com profissionais e clientes de hospitais, no ano de 2003, por meio de entrevistas utilizando a técnica do incidente crítico. A análise de conteúdo evidenciou os atributos de satisfação dos encontros de serviço que compõem os processos de admissão, internação e alta. Os resultados fornecem importantes informações para ao gestor de serviços hospitalares, permitindo o delineamento de ações com foco no cliente.La pesquiza realizada tratase sobre los encuentros de los servicios y la satisfación de los clientes en hospitales. El estudio es de naturaza exploratoria e tiene por objetivo identificar los encuentros de los servicios que acontecen en el hospital y los requisitos de la satisfación a estos relacionados. Los dados fueron coletados con profesionales y clientes de hospitales, em el año de 2003, por medio de entrevistas utilizando la tecnica del episodio crítico. La analisis del contenido resalto los requisitos de la satisfación de los encuentros de los servicios que componen los procesos de admisión, internación y baja del hospital. Los resultados fornecen importantes informaciones para el gestor de servicios hospitalares, permitiendo el delineamiento de las aciones con foco en el cliente.This research is about service encounters and customer satisfaction in hospitals. The study is exploratory and was aimed at identifying the service encounters maintained in hospitals and the satisfaction attributes related to them. The data were collected with hospital professionals and customer, in 2003, by means of interviews using the critical incident technique. The content analysis evidentiated the satisfaction attributes of the service

  5. Clients' satisfaction with quality of childbirth services: A comparative study between public and private facilities in Limuru Sub-County, Kiambu, Kenya.

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    Clarice Okumu

    Full Text Available This study intended to compare the clients' satisfaction with the quality of childbirth services in a private and public facility amongst mothers who have delivered within the last twenty four to seventy hours.This was a cross-sectional comparative research design with both quantitative and qualitative data collection and analysis methods. Data were collected through a focused group discussion guide and structured questionnaire collecting information on clients' satisfaction with quality of childbirth services. The study was conducted amongst women of reproductive age (WRA between 15-49 years in Tigoni District hospital (public hospital and Limuru Nursing home (private hospital. For quantitative data we conducted descriptive analysis and Mann-Whitney test using SPSS version 20.0 while qualitative data was manually analyzed manually using thematic analysis.A higher proportion of clients from private facility 98.1% were attended within 0-30 minutes of arrival to the facility as compared to 87% from public facility. The overall mean score showed that the respondents in public facility gave to satisfaction with the services was 4.46 out of a maximum of 5.00 score while private facility gave 4.60. The level of satisfaction amongst respondents in the public facility on pain relief after delivery was statistically significantly higher than the respondents in private facilities (U = 8132.50, p<0.001 while the level of satisfaction amongst respondents in the public facility on functional equipment was statistically significantly higher than the respondents in private facilities (U = 9206.50, p = 0.001. Moreover, level of satisfaction with the way staff responded to questions and concerns during labour and delivery was statistically significantly higher than the respondents in private facilities (U = 9964.50, p = 0.022.In overall, majority of clients from both public and private facilities expressed satisfaction with quality of services from admission

  6. Food Safety Education Using an Interactive Multimedia Kiosk in a WIC Setting: Correlates of Client Satisfaction and Practical Issues (United States)

    Trepka, Mary Jo; Newman, Frederick L.; Huffman, Fatma G.; Dixon, Zisca


    Objective: To assess acceptability of food safety education delivered by interactive multimedia (IMM) in a Supplemental Nutrition Program for Women, Infants and Children Program (WIC) clinic. Methods: Female clients or caregivers (n = 176) completed the food-handling survey; then an IMM food safety education program on a computer kiosk.…


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    Rosa María Sánchez-Hernández


    Full Text Available

    La satisfacción del consumidor se refiere a la evaluación de resultados derivados de sus experiencias de consumo. Un predictor de la misma, podría ser la formación del empleado de contacto. El objetivo de este trabajo es analizar el papel predictivo que puede tener dicha formación en la relación calidad del servicio-satisfacción del consumidor. Este estudio consta de una muestra de 43 empleados y 191 clientes de hoteles ubicados en el Estado de Veracruz. Los resultados muestran relación entre el nivel de formación de los empleados y la calidad de servicio percibida por el consumidor y, consecuentemente, su nivel de satisfacción.


    Customer satisfaction refers to the evaluation of results from the consumer experiences. A predictor of customer satisfaction could be the training of the contact employee. The aim of this paper is to analyze the predictive role that training can have on the value of the “service quality”-“customer satisfaction” relation. The sample of this study consists in 43 employees and 191 customers of hotels located in Veracruz State. The results show correlation between the level of employee training and quality of service perceived by the consumer and, consequently, their level of satisfaction.

  8. Satisfaction

    NARCIS (Netherlands)

    van der Voordt, Theo; Brunia, Sandra; Appel - Meulenbroek, Rianne; Jensen, P.A.; van der Voordt, T.


    This chapter presents some findings from surveys on employee satisfaction in different work environments in the Netherlands and various other European countries. It first discusses why employee satisfaction is relevant for organisations and which factors may influence employee satisfaction. Then the

  9. Effect of sacrum-perineum heat therapy on active phase labor pain and client satisfaction: a randomized, controlled trial study. (United States)

    Taavoni, Simin; Abdolahian, Somayeh; Haghani, Hamid


    Reduction of labor pain is one of the most important aspects of obstetric care. Heat therapy, typically applied to the woman's back, lower abdomen, groin, and/or perineum during last stage of labor, is an easy pain relief method that does not require highly skilled care. The effectiveness of heat therapy applied to the perineum during the first stage of labor has not been evaluated. This study aimed to evaluate the effectiveness of heat therapy for pain and woman's satisfaction during physiological labor. Sixty primiparous women aged 18-35 years old were randomly assigned to heat therapy and control groups. Pain and satisfaction scores were measured by visual analog scale. The measurements of satisfaction were accomplished after birth. Data were analyzed by using the t-test and chi-square Mean pain scores in the heat therapy group were significantly lower than the control group (P heat therapy group was significantly higher than in the control group (P Heat therapy, an inexpensive complementary treatment with low risk, can reduce the intensity of pain and increase mothers' satisfaction with care during the active phase of labor. Wiley Periodicals, Inc.

  10. Team-client Relationships And Extreme Programming

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    John Karn


    Full Text Available This paper describes a study that examined the relationship between software engineering teams who adhered to the extreme programming (XP methodology and their project clients. The study involved observing teams working on projects for clients who had commissioned a piece of software to be used in the real world. Interviews were conducted during and at the end of the project to get client opinion on how the project had progressed. Of interest to the researchers were opinions on frequency of feedback, how the team captured requirements, whether or not the iterative approach of XP proved to be helpful, and the level of contextual and software engineering knowledge the client had at the start of the project. In theory, fidelity to XP should result in enhanced communication, reduce expectation gaps, and lead to greater client satisfaction. Our results suggest that this depends heavily on the communication skills of the team and of the client, the expectations of the client, and the nature of the project.

  11. Older Women, Deeper Learning, and Greater Satisfaction at University: Age and Gender Predict University Students' Learning Approach and Degree Satisfaction (United States)

    Rubin, Mark; Scevak, Jill; Southgate, Erica; Macqueen, Suzanne; Williams, Paul; Douglas, Heather


    The present study explored the interactive effect of age and gender in predicting surface and deep learning approaches. It also investigated how these variables related to degree satisfaction. Participants were 983 undergraduate students at a large public Australian university. They completed a research survey either online or on paper. Consistent…

  12. Measurement of satisfaction customers with fast Food services Mensuração da satisfação de clientes com serviços de Fast Food

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    Daiane Lindner Radons


    Full Text Available Customer satisfaction has become one of the most relevant aspects for companies due to the increase consumer requirements who passed to enjoy a growing range of products and services. In this context, several studies were conducted to create and refine models, like the Swedish Customer Satisfaction Index, American Customer Satisfaction Index and European Customer Satisfaction Index, to identify the customer satisfaction level. This article aims to measure the customer satisfaction level with the fast food service, considering the customer expectations, perceived quality, image, perceived value, loyalty and complaints, which are part of the European Index of Consumer Satisfaction. The research held is descriptive and the data collection was obtained through a questionnaire consisting of 30 questions, applied students to 210  in Santa Maria, Rio Grande do Sul state, Brazil. Data analysis was made using the PLS-PM method. The results show that the perceived value is the variable what  has most impact on customer satisfaction and then the perceived quality and image and customers’ expectations. Most of the research hypotheses were confirmed, so than, the model used proved to be suitable for evaluating customers satisfaction regarding the fast food services.A satisfação dos clientes tornou-se um dos aspectos mais relevantes para as empresas devido ao aumento das exigências dos consumidores que passaram a usufruir de uma crescente oferta de produtos e serviços. Nesse sentido, vários estudos foram realizados visando a criar e aperfeiçoar modelos, como o Swedish Customer Satisfaction Index, American Customer Satisfaction Index e European Customer Satisfaction Index, para identificar o nível de satisfação dos clientes. O presente artigo tem como objetivo mensurar o nível de satisfação dos clientes com o serviço de fast food, considerando as variáveis referentes a expectativas dos clientes, qualidade percebida, imagem, valor percebido

  13. Proposta de um instrumento de medida para avaliar a satisfação de clientes de bancos utilizando a Teoria da Resposta ao Item Proposal of tool to assess the satisfaction of bank customers using the Item Response Theory

    Directory of Open Access Journals (Sweden)

    Alceu Balbim Junior


    Full Text Available Este artigo apresenta um instrumento de medida para avaliação da satisfação de clientes de bancos utilizando a Teoria da Resposta ao Item (TRI. Satisfazer os clientes tem sido uma busca constante das organizações que procuram manterem-se competitivas no mercado. Estudos constatam a relação entre a qualidade percebida pelos clientes, a satisfação e fidelidade. A avaliação da satisfação pode ser realizada por meio da qualidade percebida pelos clientes e a construção de ferramentas de avaliação deve contemplar características específicas da atividade em questão. Embasando-se em artigos que avaliam a satisfação de clientes de bancos, propõe-se um instrumento formado por 29 itens. Os itens foram aplicados a 240 clientes a fim de avaliar a satisfação com o banco de maior relacionamento. Utilizando a Teoria da Resposta ao Item, foram identificados os parâmetros dos itens e a curva de informação. A análise do grau de discriminação dos itens indicou que todos são apropriados. A curva de informação obtida evidenciou o intervalo no qual o instrumento apresenta melhores estimativas para níveis de satisfação. O trabalho apresentou o nível médio de satisfação da amostra e a concentração de clientes nos diferentes níveis de satisfação da escala.This paper presents a model for assessing the satisfaction of bank customers using the Item Response Theory (IRT. Organizations are constantly making effort to satisfy customers seeking to remain competitive. Several studies have reported on the relationship between perceived quality, satisfaction, and loyalty. The assessment of satisfaction can be accomplished through the perceived quality, and the development of assessment tools should address specific features of the activity in question. Based on articles that assess the satisfaction of bank customers, this study proposes an assessment tool consisting of 29 items. The items were applied to 240 clients to assess their

  14. The influences of client-centered therapy on the level of performance, the level of satisfaction of activity of daily living, and the quality of life of the chronic stroke patients. (United States)

    Park, JuHyung


    [Purpose] The purpose of this research is to take a look at the influences of client-centered therapy on the level of everyday life performance, the level of satisfaction, and the quality of life of the chronic stroke patients. [Subjects and Methods] This research used client-centered therapy with two chronic stroke and hemiplegia patients as subjects. The therapy was carried out once a day, five times a week, for thirty minutes at a time for four weeks. Also, five kinds of training were included in the medical treatment programs which were organized after the initial Canadian occupational performance measure (COPM) evaluations. Evaluations were carried out before and after the mediation. Changes in the level of everyday life performance level of satisfaction were measured using the COPM, and changes in quality of life were measured using the Stroke Specific Quality of Life Scale (SS-QOL). [Results] After the application of medical treatment, both subjects showed positive changes in terms of the level of everyday life performance, level of satisfaction, and quality of life. [Conclusion] Both subjects demonstrated improvements in all aspects of both outcome measurements which implied that a short client-centered therapy program could help chronic stroke patients improve some aspects of their life.

  15. The quality of integrated reproductive health services: perspectives of clients in KwaZulu-Natal, South Africa

    Directory of Open Access Journals (Sweden)

    P Maharaj


    Full Text Available The focus of family planning programmes has shifted away from an emphasis on controlling fertility towards helping individuals achieve their reproductive goals. This article seeks to expand knowledge about the quality of integrated services from the perspective of clients at health facilities in KwaZulu-Natal. The results from 300 structured interviews with clients visiting health facilities found that overall quality of services was relatively high. However, the quality of services varied somewhat between rural and urban areas. Clients visiting urban health facilities reported greater satisfaction with services than clients visiting rural health facilities. The interviews with clients suggests that existing efforts to integrate services has had limited success. Clients were rarely offered an expanded range of services during their visit. In most cases, clients only received services for which they presented at the health facility.

  16. Interação de atributos atrativos e obrigatórios de um serviço na satisfação do cliente Interaction of basic and excitement service attributes in customer satisfaction

    Directory of Open Access Journals (Sweden)

    Gérson Tontini


    Full Text Available O Modelo Kano de Qualidade faz distinção entre três tipos de atributos que influenciam a satisfação do cliente: obrigatórios, atrativos e unidimensionais. Este trabalho teve como objetivo estudar a interação entre atributos atrativos e obrigatórios. Para tanto, utilizou-se um delineamento experimental do tipo fatorial completo com quatro atributos de video-locadoras (dois obrigatórios e dois atrativos, cada um a dois níveis, entrevistando-se 152 clientes. Verificou-se que os atributos atrativos apresentaram um maior impacto na satisfação dos clientes se os atributos obrigatórios estiverem presentes. A implicação gerencial desse resultado é que os atributos obrigatórios devem ser identificados e mantidos em um nível adequado, pois somente assim os atributos atrativos terão pleno efeito no aumento da satisfação dos clientes.Kano Model distinguishes service attributes in three types: basic, excitement and performance attributes. This work has as objective to verify how these attributes interact to proportionate satisfaction to customers. A full factorial experiment, using a sample of 152 customers of video rental stores, was used to study the interaction among four attributes (two basic and two excitements. The results show that the excitement attributes had less impact on customer satisfaction if the basic attributes were not fulfilled. The managerial implication of these results is that service companies should identify and fulfill the basic attributes in order to the excitement attributes having full impact on customer satisfaction.

  17. Atributos críticos de satisfação em serviços de arquitetura: visão do cliente × visão do arquiteto Critical satisfaction attributes in architectural services: comparison of clients' and architects' points of view

    Directory of Open Access Journals (Sweden)

    Isabela Winter Almada


    Full Text Available O presente trabalho tem por objetivo identificar se a percepção sobre os atributos necessários para a satisfação do cliente em projetos residenciais (construção ou reformas são os mesmos entre clientes e arquitetos. Trata-se de uma pesquisa quantitativa exploratória, que emprega questionários estruturados não disfarçados como instrumento de coleta de dados. Os 15 atributos pesquisados foram definidos por meio da literatura. A coleta de dados foi realizada com 100 clientes pessoas físicas e 30 profissionais. Os resultados da pesquisa indicam que os clientes esperam que o arquiteto resolva o seu problema e consiga entender as suas necessidades, sem necessidade de alterações ou muitas interações com o cliente. Na visão dos clientes, o serviço a ser prestado pelos arquitetos é um serviço técnico. Já os arquitetos percebem que o serviço deve ser construído em conjunto com o cliente e que seu serviço está mais concentrado na criação, no design. Como conclusão, levando em conta a visão dos clientes, o escritório de arquitetura que quiser ter um diferencial competitivo deve entender que seu serviço engloba desde a criação até a entrega da obra, com garantia dos serviços prestados. Deve entender também que o cliente pressupõe que o arquiteto deve saber de suas necessidades e que o atendimento ao cronograma e orçamento iniciais são atributos atrativos.The purpose of the present work was to identify the perception of clients and architects on critical attributes of customers' satisfaction in services of home architecture. It is an exploratory and quantitative research which uses questionnaires to collect data. The 15 researched attributes were identified based on literature review. One hundred clients and thirty architects were interviewed. Results indicate that clients expect architects solve their problems from the design to the construction phases, and that they should understand customers needs without further

  18. Serviço de Atendimento ao Cliente Terceirizado ou Próprio? Uma Análise da Satisfação do Cliente UsuárioCustomer Service: insourcing or outsourcing? An Analysis of Customer SatisfactionServicio de Atención al Cliente:¿tercerizado o própio? Un Análisis de Satisfacción del Cliente Usuario

    Directory of Open Access Journals (Sweden)

    BARBOSA, Thaiis Aparecido Cansado


    treated by Statistical analysis techniques. The research considered three aspects of CS: the operational (telephone support, the humans (assistance and the enterprise (responsiveness. In the researched sample, it was noticed that only the human aspect shows better indexes of customer satisfaction on insourcing Customer Services, when the three aspects were individually studied. On the other two aspects there is no influence on customer satisfaction if the CS nature varies (insourcing, outsourcing or mixed. However, when assistance (operational and human aspects are combined in one factor, there is a large increase on customer satisfaction when they are assisted by an insourced CS.RESUMENEn los días actuales en que el consumidor conoce cada vez más su poder y las instituciones de defensa del consumidor están cada vez más activas, el Servicio de Atención al Cliente (SAC desempeña una función de gran importancia dentro de la empresa. En ese contexto, este artículo tuvo como objetivo verificar si la tercerización interfiere en la calidad que el cliente usuario percibe cuando accede al SAC por teléfono. Para esto se realizó una investigación exploratoria con 184 entrevistados y 55 empresas que ellos indicaron; los datos resultantes se procesaron mediante técnicas estadísticas. A los efectos de la investigación, se consideraron tres aspectos del SAC: los operacionales (contacto por teléfono, los humanos (Atención y los de la empresa (responsivos. Cuando la muestra investigada trató estos aspectos individualmente se observó que apenas uno, el que se refiere a los aspectos humanos, presenta indicios de una mayor satisfacción del cliente usuario del el SAC propio. Con relación a los demás aspectos – los operacionales y los de la empresa – los datos indican que la naturaleza del SAC (propio, tercerizado o mixto no influye en la satisfacción del cliente usuario. Pero cuando los aspectos de atención (operacionales y humanos se consideran como un factor

  19. Canais de atendimento, satisfação e lucratividade de clientes em serviços: um caso bancário Customer services, customer satisfaction and profitability in services: a banking case

    Directory of Open Access Journals (Sweden)

    Émerson Adriano Fiebig


    Full Text Available Este trabalho tem como tema o atendimento e sua importância na satisfação e na lucratividade dos clientes no setor de serviços. Dentro de um mercado cada vez mais concorrido, o atendimento tende a ser um dos principais diferenciais para as empresas. O objetivo deste estudo foi investigar o tipo de relação existente entre a satisfação dos clientes pessoa física de um Banco com os canais de atendimento e a lucratividade desses. O estudo foi desenvolvido por meio de estudo de caso na agência do Banrisul de Dois Irmãos (RS. Foi estudada uma amostra da população dos 1000 clientes mais rentáveis da agência, visando identificar seus níveis de satisfação com o atendimento pelos canais atendimento pessoal, caixas eletrônicos e internet banking. Após a comparação dos níveis de satisfação com os da lucratividade conhecida de cada respondente, foi possível conhecer quais os atributos e canais mais determinam a satisfação do cliente e sua lucratividade. As principais ferramentas estatísticas utilizadas foram a determinação dos Coeficientes de Correlação de Spearman e a Análise de Regressão. A pesquisa destacou que as dimensões empatia e responsividade do atendimento pessoal foram as mais determinantes para a satisfação dos clientes. Ficou evidenciado também que há uma correlação positiva entre a satisfação e a lucratividade dos clientes e, ainda, que o aumento no nível de satisfação corresponde a um aumento mais que proporcional no nível de lucratividade.The subject of this paper is banking services and its importance for customer's satisfaction and profitability in the service sector. In an increasingly competitive market, costumer service tends to be one of the main differentials for organizations. The objective of this study was to investigate the relationship between individual customers of a bank and its service channels, and profitability. The study was developed through a case study at Banrisul, in the


    Directory of Open Access Journals (Sweden)

    Agustín Mejías Acosta


    Full Text Available

    El objetivo es identificar las dimensiones que determinan la satisfacción de los clientes de las entidades bancarias ubicadas dentro de la Universidad. Se diseñó y aplicó una encuesta para medir la satisfacción de los clientes. Con base en el Análisis de Factores, previa demostración de la adecuación muestral, se identificaron cinco dimensiones: Calidad Técnica, Calidad Funcional, Expectativas, Valor percibido y Confianza; las cuales explican más del 68% de la varianza total. De acuerdo con las pruebas estadísticas realizadas (significativas al 5% el modelo de encuesta es fiable y válido para medir la satisfacción en el caso en estudio.


    The objective is to identify the dimensions that determine customers´ satisfaction in banks located within the University. A survey was designed and implemented to measure the customers´ satisfaction. Based on Factors Analysis, upon proof of sampling adequacy, five dimensions were identified: Technical Quality, Functional Quality, Expectations, Perceived value and Trust, which explained more than the 68% of the total variance. According to the statistical tests performed (significant at 5% the model for the survey is reliable and valid to measure satisfaction in the case of study.

  1. Client Perspective

    International Nuclear Information System (INIS)

    Cohen, M.; Oleksiak, T.A.


    Training Sections can best serve the needs of their clients by encouraging them to recognize that self-determination and overall training program ownership are the key ingredients of a successful program. In a support role, Training Sections should provide excellent lesson plans and instructors, good record keeping, and feedback vehicles. Most importantly, Training Sections should communicate closely with their clients and provide maximum flexibility to support overall client responsibilities

  2. Relação entre clima organizacional, percepção de mudança organizacional e satisfação do cliente Relationship between organizational climate, perception of organizational change and customer satisfaction

    Directory of Open Access Journals (Sweden)

    Juliana Neves Santos


    Full Text Available Este trabalho tem como objeto de estudo as relações entre clima organizacional, percepção de mudança e satisfação do cliente em 170 unidades de uma organização pública prestadora de serviços com atuação em todo o Brasil. Foram analisados dados primários e secundários, agregados em nível de unidade, utilizando-se da técnica de modelagem de equações estruturais. Foram testados modelos com relações direta e mediacionais entre as variáveis. Os resultados indicam que a percepção de mudança medeia a relação entre o clima organizacional e a satisfação do cliente, que o clima organizacional possui uma relação direta com a satisfação do cliente e os empregados percebem mudanças relacionadas à gestão do clima organizacional.This study examines the relationships between organizational climate, perceptions of change and customer satisfaction in 170 units of a public service organization with operations throughout Brazil. Primary and secondary data were aggregated at the unit level using the technique of structural equation modeling. Models were tested with mediational and direct relationship between the variables. The results indicate that the perception of change mediates the relationship between organizational climate and customer satisfaction, the organizational climate has a direct relationship to customer satisfaction and employees perceive changes related to the organizational climate management.

  3. Satisfação do cliente na avaliação da assistência de enfermagem La satisfacción del cliente en la evaluación de la asistencia de enfermería The costumer's satisfaction in the nursing assistance avaluation

    Directory of Open Access Journals (Sweden)

    Regiane Polizer


    Full Text Available O estudo destaca a importância da percepção do cliente no processo de avaliação da assistência de enfermagem. Através da pesquisa bibliográfica no período compreendido entre 1990 e 2004. Realizou-se uma revisão sobre satisfação do cliente, onde foram identificados conceitos e publicações que abordassem a percepção do cliente como fator importante na avaliação da assistência de enfermagem. Assim, concluindo que o cliente tem papel importante na obtenção do verdadeiro resultado da assistência oferecida, pois se caracteriza como fonte de opiniões e sugestões auxiliando no processo de avaliação.Este estudio destaca la importancia de la opinión del cliente en el proceso de la evaluación de la asistencia de enfermería. Atravéz de la investigación bibliográfica en el período comprendido entre 1990 y 2004. Fue realizado una revisión acerca de la satisfacción del cliente, donde fueran identificados los conceptos y a las publicaciones de la opinión del cliente como factor importante en la evaluación de la asistencia de enfermería. La conclusíon fue que el cliente tiene papel importante en el obtencíon del verdadero resultado de la asistencia ofrecida, por lo tanto se caracteriza como fuente de las opiniones y sugestiones que asisten al proceso de la evaluación.This study detaches the importance of the perception of the customer in the process of evaluation of the nursing assistance. Through of bibliographical study research in the period understood between 1990 and 2004. This study reviewed on customer's satisfaction, where had been identified to concepts and publications that approached the perception of the customer as important factor in the evaluation of the nursing assistance. Thus, concluding, that customer has important paper in the attainment of the resulted real of the offered assistance, therefore characterizes as source of opinions and suggestions assisting in the process of evaluation.

  4. [On the clients of public health organizations]. (United States)

    Duran, Júlia; Villalbí, Joan R; Guix, Joan


    Public services must satisfy a variety of agents: users of these services, the citizens who pay the taxes that finance them, politicians, and those that work in them. To obtain public services that give priority to the citizen-user, knowledge of clients, their expectations, preferences, complaints and degree of satisfaction is essential. This article presents the process of internal discussion in our agency about its clients, who differ from those of an industrial or commercial organization. A proposal for the classification of clients, as well as the process that has led to a client portfolio, are presented and steps to improve services from the perspective of the client are suggested.

  5. Satisfação dos serviços: uma análise da percepção dos clientes do Banco do Brasil. Services satisfaction: an analysis of the Banco do Brasil customers’ perceptions

    Directory of Open Access Journals (Sweden)

    Roberto Schoproni Bichueti


    Full Text Available The financial market has been seeking recognition in their area of ​​expertise through transactions resulting from the availability of computing platforms and telecommunications. In this sense, we tried to understand the behavior and preferences of customers regarding self-services, internet and phone banking of the Banco do Brasil in Santa Maria, RS. The collection of survey data was developed by applying a questionnaire, using descriptive statistics to analyze the data in order to obtain the socioeconomic profile of clients and the use of available technologies, observing the perception and customer satisfaction for products and services. Firstly, a literature search was conducted, in which several sources were analyzed to construct the theoretical framework. In the second step, we carried out a survey research with questionnaires to customers of the Banco do Brasil in high traffic areas in the city of Santa Maria, RS. The sample was characterized as non-probabilistic and convenience. Through analysis of results, we found that the level of customer satisfaction in relation to the most valued items is high, especially the preference of customers for the self-service.O mercado financeiro vem buscando reconhecimento na sua área de atuação através de transações resultantes da disponibilização de plataformas de informática e de telecomunicação. Nesse sentido, procurou-se conhecer o comportamento e a preferência dos clientes em relação aos serviços de autoatendimento, telefônico e Internet Banking do Banco do Brasil na cidade de Santa Maria, RS. A coleta de dados da pesquisa foi desenvolvida através da aplicação de um questionário, fazendo-se uso da estatística descritiva na análise dos dados, visando a obter o perfil socioeconômico dos clientes e da utilização das tecnologias disponíveis, observando-se a percepção e satisfação dos clientes em relação aos produtos e serviços.  Primeiramente, foi realizada uma

  6. Perceptions of service quality by clients and contact-personnel in the ...

    African Journals Online (AJOL)


    May 3, 2013 ... to support the notion that service quality leads to satisfaction, loyalty and ... quality, client satisfaction and profitability in the Taiwanese banking sector. ...... customer satisfaction perceptions', ICFAI University Journal of Bank ...

  7. What client?

    DEFF Research Database (Denmark)

    Unterrainer, Walter


    rising pressure for new approaches towards space, urbanization, environmental challenges, technological inventions, transformation of cities and buildings on one hand and the decline in impact, reputation, self-esteem and economy of ´conventional´architectural profession on the other hand. In Asia like...... engage architects, no matter how urgent the problems are. It is the architects who must reverse their understanding of ´clients´, for the sake of these challenges as well as for their own professional future. This started happen very much in contrast to predominant architectural education models: Young...

  8. clientes surdos

    Directory of Open Access Journals (Sweden)

    Wiliam César Alves Machado


    Full Text Available Objetivo: identificar cómo profesionales de la unidad municipal de rehabilitación física se comunican con personas sordas que buscan atención especializada. Métodos: estudio exploratorio, descriptivo, de enfoque cualitativo, realizado con 32 profesionales que trabajan en rehabilitación física a través de instrumento auto aplicable. Resultados: del análisis de datos, surgieron dos categorías temáticas: Usando el Lenguaje Brasileño de Signos; Improvisación de Estrategias de comunicación para interactuar con clientes sordos. Improvisación de estrategias utilizadas por los profesionales para comunicarse con personas sordas pueden causar barreras que inciden negativamente en la calidad de los servicios prestados a esta población. Conclusión: la comunicación es deficiente, e iniciativas eficaces centradas en la cualificación de los profesionales que trabajan en el ámbito de la rehabilitación, pueden contribuir para que puedan dominar el Lenguaje Brasileño de Signos, garantizándose a los clientes sordos la atención adecuada, conforme a lo dispuestos para personas sin discapacidad auditiva.

  9. Mapping the current situation in life and life satisfaction in specific areas of life Center for psychosocial rehabilitation clients, company MANA, ops Olomouc

    Directory of Open Access Journals (Sweden)

    Soňa Lemrová


    Full Text Available The paper is concerned with mapping the quality of life of individuals diagnosed with schizophrenia. Surveying the quality of life of schizophrenics may be complicated due to the symptomatology - e.g. negative results during the higher levels of anxiety. Apart from health: age, gender, occupation, family, social contacts, finances, opportunities for rehabilitation and psychoeducational programmes are all among the important factors of the individual quality of life. Our research group comprised 16 clients (male n=12, female n=4 of the Psychosocial Rehabilitation Centre, MANA o.p.s. Olomouc. Average age of our respondents was 38.2. Except for 4 male respondents, all the rest were unemployed at the time of the survey, 3 respondents were living alone, others with parents or a partner. Average age of the male respondents at the time of their first hospitalization was 22, of the female respondents 18.5. The Czech version of the Quality of life questionnaire (Dotazník životní spokojenosti - DŽS was the basis of our primary method. In view of the sociodemographic data of our respondents, we have surveyed the level of the individual quality of life in the areas of health, financial situation, oneself and friends, acquaintances and relatives. A supplementary method was based on the SEIQoL (Schedule for the Evaluation of Individual Quality of Life, a questionnaire for monitoring the importance of happiness with individually chosen life themes (QL and an overall level of quality of life (VAS. The goal was to ascertain the level of happiness in the aforementioned areas of life DŽS and the correlation with age, importance and quality of life themes and their correlation with current overall quality of life. The lowest level of happiness (DŽS was measured in the overall level of the current quality of life (VAS in connection to gender (male=60.7%, female=43.8%, but in view of the low number of female respondents (n=4 we consider this result an

  10. What client?

    DEFF Research Database (Denmark)

    Unterrainer, Walter


    Urbanization is growing exponentially, global streams of refugees are at an all-time high, 10 million people found their homes destroyed by one typhoon on the Philippines, 2,000,000,000 people have no access to basic sanitation. The building sector produces a gigantic 60% of global waste. 40...... has been a popular art and that the clients were the rich and powerful, documented by a legacy of palaces, churches, villas, office blocs and alienated ´property developments´. Slum dwellers, climate victims, war refugees, the urban poor but also endangered species as well as tormented spaces cannot......% of (non-renewable) energy is consumed by buildings (without calculating energy used in construction). Growing amounts of buildings become abandoned and derelict, infrastructural failures and junk spaces surge and whole urban quarters decline socially and physically. Any more challenges needed? Looking...

  11. Avaliação da Importância dos Atributos e a Satisfação dos Clientes de Supermercados do Médio Vale do Itajaí - SCEvaluation of the Importance of Attributes in Customer Satisfaction with Supermarkets in the Mid-Valley Region of the Itajaí - SCAnálisis de la Importancia de los Atributos y la Satisfacción de los Clientes de los Supermercados del Medio Vale del Itajaí - SC

    Directory of Open Access Journals (Sweden)

    OLINQUEVITCH, José Leônidas


    products are the most important, while the attributes of purchase through the internet and taste samples are the least significant ones. The results of satisfaction point to the fact that the supermarkets Big and Angeloni presented a greater degree of satisfaction in relation to the general average in practically all of the attributes, while Bistek presented the smallest degree of satisfaction, only surpassing the average in regard to the attribute of store lighting.RESUMENEn un ambiente dinámico de competitividad, la satisfacción del cliente es punto clave para el éxito en las relaciones comerciales en largo plazo. En esta perspectiva, el artículo tiene el objetivo de evaluar la importancia de los atributos y la satisfacción de los clientes de los supermercados del Medio Vale del Itajaí/SC. La metodología de investigación se caracteriza como descripción, del tipo análisis, con abordaje cuantitativa en determinado espacio de tiempo. Se utilizó como instrumento de investigación una lista de cuestiones estructuradas con preguntas abiertas y serradas de acuerdo con la escala de Lickert. Así se verificó el grado de importancia de los atributos y el nivel de satisfacción de los clientes para con los mismos. La importancia de los atributos, limpieza, estacionamiento, seguridad y la variedad de productos son los más importantes y los atributos adquiridos por la Internet y la degustación son los menos significativos. Los resultados de la satisfacción apuntan que los supermercados Big y Angeloni presentaron un mayor grado de satisfacción, la media general en prácticamente todos los atributos fue mejor. El Bistek presentó el menor grado de satisfacción y logró una buena media en apenas el atributo iluminación.

  12. Client-Oriented Approach: Forming the System of Management of the Bank Relations with Clients

    Directory of Open Access Journals (Sweden)

    Zavadska Diana V.


    Full Text Available The aim of the article is to develop the theoretical principles of forming the bank relations with clients as part of the client-oriented strategy implementation. As a result of the conducted research there has been presented the definition of client-orientation, mechanism and system of management. The system of management of the bank relations with clients, the purpose and objectives of its formation have been substantiated. The hierarchy of subjects of forming and managing the process of the bank relations with client has been presented. The ways of implementing in practice the functions of the mechanism of managing relations with clients have been revealed. It has been proved that for implementation of the client-oriented approach the banking institution should have a comprehensive view of its clients’ behavior, which detailed understanding will allow for a more accurate segmentation and building individualized partnership relations. Implementing the principle of totality of client relationships level and comprehensive knowledge, development of employee behavior techniques and special techniques for working with the most valuable clients, the use of analytics and forecasting tools will provide targeting of marketing campaigns and lead to minimization of additional costs, satisfaction of every client, loyalty, increase in the market share, growth of sales volume, increase in profits of the banking institution.

  13. Job satisfaction and burnout among VA and community mental health workers. (United States)

    Salyers, Michelle P; Rollins, Angela L; Kelly, Yu-Fan; Lysaker, Paul H; Williams, Jane R


    Building on two independent studies, we compared burnout and job satisfaction of 66 VA staff and 86 community mental health center staff in the same city. VA staff reported significantly greater job satisfaction and accomplishment, less emotional exhaustion and lower likelihood of leaving their job. Sources of work satisfaction were similar (primarily working with clients, helping/witnessing change). VA staff reported fewer challenges with job-related aspects (e.g. flexibility, pay) but more challenges with administration. Community mental health administrators and policymakers may need to address job-related concerns (e.g. pay) whereas VA administrators may focus on reducing, and helping workers navigate, administrative policies.

  14. Patient satisfaction with nursing care: a concept analysis within a nursing framework. (United States)

    Wagner, Debra; Bear, Mary


    This paper is a report of a concept analysis of patient satisfaction with nursing care. Patient satisfaction is an important indicator of quality of care, and healthcare facilities are interested in maintaining high levels of satisfaction in order to stay competitive in the healthcare market. Nursing care has a prominent role in patient satisfaction. Using a nursing model to measure patient satisfaction with nursing care helps define and clarify this concept. Rodgers' evolutionary method of concept analysis provided the framework for this analysis. Data were retrieved from the Cumulative Index of Nursing and Allied Health Literature and MEDLINE databases and the ABI/INFORM global business database. The literature search used the keywords patient satisfaction, nursing care and hospital. The sample included 44 papers published in English, between 1998 and 2007. Cox's Interaction Model of Client Health Behavior was used to analyse the concept of patient satisfaction with nursing care. The attributes leading to the health outcome of patient satisfaction with nursing care were categorized as affective support, health information, decisional control and professional/technical competencies. Antecedents embodied the uniqueness of the patient in terms of demographic data, social influence, previous healthcare experiences, environmental resources, intrinsic motivation, cognitive appraisal and affective response. Consequences of achieving patient satisfaction with nursing care included greater market share of healthcare finances, compliance with healthcare regimens and better health outcomes. The meaning of patient satisfaction continues to evolve. Using a nursing model to measure patient satisfaction with nursing care delineates the concept from other measures of patient satisfaction.

  15. A Qualidade Percebida dos Serviços Prestados por uma Agência de Comunicação e a Satisfação de Clientes: um estudo exploratórioPerceived Services Quality of a Communication Agency and Customer Satisfaction: an exploratory researchLa calidad percibida con relación a los servicios prestados por una Agencia de Comunicación y la Satisfacción de los clientes: un estudio exploratorio

    Directory of Open Access Journals (Sweden)

    TONI, Deonir De


    Full Text Available RESUMOEste artigo apresenta uma pesquisa exploratória realizada junto a uma Agência de Comunicação. O estudo está voltado à ampliação do entendimento sobre a satisfação de clientes em relação aos serviços prestados. Nesse sentido, por meio de entrevistas individuais, foi realizado um levantamento da percepção dos clientes com o intuito de verificar quais são os principais atributos do serviço em relação à qualidade percebida e à sua satisfação. A partir disso, foram identificadas as principais oportunidades que a empresa possui para a qualificação dos seus serviços, desdobrando-as em possíveis ações.ABSTRACTThis article presents an exploratory research developed in an Advertising Agency. The study is guided to enlarge the understanding around customer satisfaction respecting rendering services. A survey about customers’ perception was carried out based on individual interviews aimed at verifying the main attributes of service in terms of its perceived quality and customer satisfaction. Subsequently, major opportunities to the company process of qualifying its services were identified, unrolling such opportunities into possible actions.RESUMENEste artículo presenta una investigación exploratoria realizada junto a una Agencia de Comunicación. El estudio esta direccionado a ampliación del entendimiento sobre la satisfacción de los clientes con relación a los servicios realizados. En este sentido, por medio de entrevistas individuales, fue realizado un levantamiento de la percepción de los clientes con la intención de verificar cuales son los principales atributos de los servicios con relación a calidad percibida y su satisfacción. A partir de esto, fueron identificadas oportunidades que la empresa posee para calificación de sus servicios, desdoblándolas en posibles acciones.

  16. Managing Client Values in Construction Design

    DEFF Research Database (Denmark)

    Thyssen, Mikael Hygum; Emmitt, Stephen; Bonke, Sten


    In construction projects the client will comprise both owner, end-users, and the wider society, representatives of which may have conflicting goals and values; and these may not be fully realized by the stakeholders themselves. Therefore it is a great challenge to capture and manage the values...... for capturing and managing client values within a lean framework. This paper describes the initial findings of a joint research project between academia and industry practitioners that seeks to develop the workshop method to create a state of the art approach in construction design management. This includes...... of the multiple stakeholders that constitutes the “client”. However, seeing client satisfaction as the end-goal of construction it is imperative to make client values explicit in the early project phase and make sure that these values are reflected in all subsequent phases of design and construction...

  17. A "client perspective" helps improve services. (United States)


    Egypt's Ministry of Health launched a campaign in 1992 to improve client satisfaction with family planning clinic services in the country. In the program, family planning clinic supervisors are being trained to use a checklist of 101 indicators to evaluate services, ranging from the availability of contraceptive commodities to the condition of facilities. Television messages and posters disseminated throughout communities instruct potential clients to look for gold stars on the doors of family planning clinics across the country, indicators of a clinic which meets quality service standards. This program is currently used by almost 4000 clinics nationwide. Family planning services worldwide have long focused upon increasing levels of contraceptive use. More recently, however, they are also focusing upon the quality of services provided. Frameworks for improving services tend to emphasize better ways to interact with clients, and often address how to approach specific management concerns, such as maintaining adequate contraceptive supplies. Client interaction, management concerns, and how quality makes a difference are discussed.

  18. Client Centred Desing

    DEFF Research Database (Denmark)

    Ørngreen, Rikke; Nielsen, Janni; Levinsen, Karin


    In this paper we argue for the use of Client Centred preparation phases when designing complex systems. Through Client Centred Design human computer interaction can extend the focus on end-users to alse encompass the client's needs, context and resources....

  19. A importância dos serviços suplementares no setor de serviços: uma análise do nível de satisfação do cliente Importance of supplementary services in the service sector on customer satisfaction

    Directory of Open Access Journals (Sweden)

    Sandro Magaldi


    Full Text Available Muitas vezes, os processos não relacionados ao negócio central do serviço prestado têm mais influência no nível de satisfação do cliente do que os processos relacionados ao serviço-fim. A formação geral da satisfação de um consumidor é resultado de sua interação com todos os processos correlatos ao serviço prestado e não somente com aqueles relacionados exclusivamente ao serviço essencial. Este artigo se propõe discutir sobre o nível de influência dos serviços complementares no nível de satisfação do cliente. O método de investigação adotado inclui revisão teórica sobre prestação de serviços e satisfação do cliente, complementada por uma pesquisa de campo de caráter exploratório com clientes de uma empresa do setor de serviços que promove eventos para executivos. Os resultados obtidos mostram que o nível de influência dos elementos do serviço secundário estão fortemente relacionados com a satisfação geral do consumidor de serviços.Supplementary services, not directly related to the main service of a business, often have a great influence on customer satisfaction. The overall level of a customer satisfaction is the result of an interaction of all aspects of the service given and not only with those related to the essential service. The importance of the influence of supplementary services was investigated with a theoretical review about rendering services and customer satisfaction and complemented by a field survey of customers of a service company that promotes events for executives. Results obtained indicated that the influence of supplementary services is strongly related to overall customer satisfaction with the service rendered by this company.

  20. Client perspective assessment of women?s satisfaction towards labour and delivery care service in public health facilities at Arba Minch town and the surrounding district, Gamo Gofa zone, south Ethiopia


    Dewana, Zeritu; Fikadu, Teshale; G/ Mariam, Abebe; Abdulahi, Misra


    Background A woman?s satisfaction with labour and delivery care service has a good effect on her health and subsequent utilization of the services. Thus knowledge about women?s satisfaction on labour and delivery care used to enhances the services utilization. The objective of this study was to assess the satisfaction of women?s towards labour and delivery care service and identify factors associated it at public health facilities in Arba Minch town and the surrounding district, Gamo Gofa zon...

  1. The Impact of Organizational Stress and Burnout on Client Engagement (United States)

    Landrum, Brittany; Knight, Danica K.; Flynn, Patrick M.


    This paper explores the impact of organizational attributes on client engagement within substance abuse treatment. Previous research has identified organizational features, including small size, accreditation, and workplace practices that impact client engagement (Broome, Flynn, Knight, & Simpson, 2007). The current study sought to explore how aspects of the work environment impact client engagement. The sample included 89 programs located in 9 states across the U.S. Work environment measures included counselor perceptions of stress, burnout, and work satisfaction at each program, while engagement measures included client ratings of participation, counseling rapport, and treatment satisfaction. Using multiple regression, tests of moderation and mediation revealed that staff stress negatively predicted client participation in treatment. Burnout was related to stress, but was not related to participation. Two additional organizational measures – workload and influence – moderated the positive relationship between staff stress and burnout. Implications for drug treatment programs are discussed. PMID:22154029

  2. Examining challenging behaviors of clients with borderline personality disorder. (United States)

    Chalker, Samantha A; Carmel, Adam; Atkins, David C; Landes, Sara J; Kerbrat, Amanda H; Comtois, Katherine Anne


    Few studies have examined effects of challenging behaviors of clients with borderline personality disorder (BPD) on psychotherapy outcomes. Dialectical behavior therapy (DBT) is an evidence-based treatment designed to treat chronic suicidality, self-directed violence (SDV), and emotion dysregulation, while targeting challenging behaviors. DBT has been shown to be effective with clients with BPD. We evaluated whether therapist reported challenging behaviors, such as high volume phone contacts or violating the therapist's limits, during DBT would be associated with dropping out of DBT, severity and frequency of SDV, emotion regulation deficits, psychological symptom severity and client's and therapist's satisfaction of treatment. The current study examined challenging behaviors reported by therapists in a sample of 63 psychiatrically disabled outpatient DBT clients diagnosed with BPD (73% women, average age 37 years). More frequent phone contacts were associated with a decrease in dropout and psychological symptoms, and an increase in client and therapist satisfaction. More avoidance/disengagement behavior was associated with more than twice the risk of SDV and a decrease in therapist satisfaction. Findings suggest that the phone coaching might serve to maximize client satisfaction and reduce the likelihood of dropout. Copyright © 2015 Elsevier Ltd. All rights reserved.

  3. Client-oriented Building Mass Customization (CoBMC) (United States)

    Lee, Xia Sheng; Faris Khamidi, Mohd; Kuppusamy, Sivaraman; Tuck Heng, Chin


    Although much later compared to other industries including aerospace, automobile, oil and gas etc., digital technology development has been cresting towards an exponential curve in the construction industry. Technological diversity and abundance change the game from “what you can” to “what you want”. Society is changing at an unprecedented rate. Consequently adaptability will be crucial. This research paper explores the integration of digital adaptive technologies that transform the construction industry from the mass production to that of a possible client-oriented mass customization. The focus on the design, construction and performance stages of a building project, currently undergoing major overhaul faces a paradigm shift globally that will impact and compel attention for the next three decades with viable solutions such as Building Information Modelling (BIM) to manage massive data cum information. Customization maximizes clients’ participation during the design process thereby achieving greater effective value and higher satisfaction. A study between customized and standardized examples will investigate how adaptive customization will shift the design paradigm from cost to value centric. This action research will explore different aspects of emerging innovative systems already in place pushing the edge of frontiers, and transforming the building industry landscape whether micro or giga, to compliment new technologies to create an unprecedented exhilaration of freshness over the mundane, routine and mediocrity. Three identified fundamental aspects that are instrumental to Client-oriented Building Mass Customization (CoBMC) are design option visualization, parametric product information and n-dimensional modelling. The study concluded that a paradigm shift is therefore inevitable for every stakeholder including clients who will need to re-examine their roles, capabilities, and competencies in preparation towards challenging future.

  4. Client perspective assessment of women's satisfaction towards labour and delivery care service in public health facilities at Arba Minch town and the surrounding district, Gamo Gofa zone, south Ethiopia. (United States)

    Dewana, Zeritu; Fikadu, Teshale; G/Mariam, Abebe; Abdulahi, Misra


    A woman's satisfaction with labour and delivery care service has a good effect on her health and subsequent utilization of the services. Thus knowledge about women's satisfaction on labour and delivery care used to enhances the services utilization. The objective of this study was to assess the satisfaction of women's towards labour and delivery care service and identify factors associated it at public health facilities in Arba Minch town and the surrounding district, Gamo Gofa zone, southern Ethiopia. Facility based cross sectional study was conducted among women who gave birth at public health facility. A total 256 women who gave birth during the study period were included in the study. Data was collected using a structured questionnaire. Satisfaction level was measured using a 5 point-Likert scale questions. Data were entered using Epi data version 3.5.1 and analyzed using SPSS 20.0 statistical software. Factor analysis was employed for Likert scale questions to extract factor represented each of the scale which facilitate treatment of variable as continuous for further analysis. Bi-variate and multivariable logistic regression analysis was employed to identify association between women's satisfaction and predicator variables. Statistical significance was declared at P value labour and delivery care. Factors associated with women's satisfaction with labour and delivery care services include: not attending formal education [AOR = 8.00, 95% CI = (1.52, 12.27)] attending antenatal care four times and more [AOR = 5.00, 95% CI = (1.76, 14.20)] waiting below 15 minutes to be seen by health professional [AOR = 3.37, 95% CI = (1.14, 9.97)] and not paying for drugs and supplies [AOR = 6.19, 95% CI = (1.34, 18.59)]. Although majority of women were satisfied with the labour and delivery service they got, their level of satisfaction was influenced by educational status, number of ANC visits, waiting time, and payment for drug and supplies

  5. The Client's Perspective on Voluntary Stuttering. (United States)

    Byrd, Courtney T; Gkalitsiou, Zoi; Donaher, Joe; Stergiou, Erin


    Voluntary stuttering is a strategy that has been suggested for use in the clinical literature but has minimal empirical data regarding treatment outcomes. The purpose of the present study is to explore client perspectives regarding the impact of the use of this strategy on the affective, behavioral, and cognitive components of stuttering. The present study used an original survey designed to explore the intended purpose. A total of 206 adults who stutter were included in the final data corpus. Responses were considered with respect to the type of voluntary stuttering the participants reportedly produced and the location of use. A client perceives significantly greater affective, behavioral, and cognitive benefits from voluntary stuttering when the production is closely matched to the client's actual stutter and when it is used outside the clinical environment. To enhance client perception of associated benefits, clinicians should encourage use of voluntary stuttering that closely matches the client's own stuttering. Clinicians should also facilitate practice of voluntary stuttering outside of the therapy room. Finally, clinicians should be aware that clients, at least initially, may not perceive any benefits from the use of this strategy.

  6. Counselor Responsiveness to Client Religiousness. (United States)

    Kelly, Eugene W., Jr.


    Presents eight categories of client attitudes toward religion and suggests opportunities for religiously oriented counselor responses. Uses four categories to describes how religion may be associated with specific client issues. Contends that an informed appreciation of clients' religiousness and the religious dimensions of many client issues can…

  7. Assessing care-givers' satisfaction with child immunisation services in Zambia: Evidence from a national survey. (United States)

    Chama-Chiliba, Chitalu Miriam; Masiye, Felix; Mphuka, Chrispin


    The main aim of this study was to assess care-giver satisfaction with vaccination services in public health facilities in Zambia, and examine its determinants. This study used data from a recent population-based household survey, conducted from May to August 2015. Respondent satisfaction with vaccination services received during the last visit was measured on a five point Likert scale ranging from 1 to 5. We used an ordered logistic regression model to analyse the significance of perceived quality of vaccination services, immunisation delivery mode and a range of individual characteristics in predicting care-giver satisfaction. Findings show that one in five care givers were unsatisfied with the vaccination services that they had received, with rural populations showing a significantly higher level of satisfaction. Poor quality of care, defined by long waiting times, poor quality of communication between health staff and care givers, long distance to vaccination sites, mode of delivery, and personal characteristics were among major factors driving care-giver satisfaction ratings. We also find that receiving a vaccination at outreach mode of delivery was associated with higher odds of greater satisfaction compared to on-facility vaccination services. The odds of satisfaction were lower for respondents living further away from a health facility, which emphasizes the importance of access in seeking vaccination services. These findings suggest that major improvements in quality of vaccination and service organisation will be needed to increase client satisfaction and service utilisation. Copyright © 2017 Elsevier Ltd. All rights reserved.

  8. Perceptions of service quality by clients and contact-personnel in the ...

    African Journals Online (AJOL)


    May 3, 2013 ... Given the focus of banks on bank–client relationships, service quality is .... satisfaction was found to have a favourable impact on behavioural ...... Service Management and Marketing: A Customer Relationship Management.

  9. Comprehensive Family Services and Customer Satisfaction Outcomes (United States)

    Huebner, Ruth A.; Jones, Blake L.; Miller, Viola P.; Custer, Melba; Critchfield, Becky


    Comprehensive Family Services (CFS) is a strengths-based and partnership-oriented approach to casework implemented through multiple initiatives. This study examines the relationship between the practice of CFS and satisfaction of clients, foster parents, and community partners. CFS indicators are paired with statewide customer satisfaction survey…

  10. The measurement of emotional reactions of bank clients

    Directory of Open Access Journals (Sweden)

    Marinković Veljko


    Full Text Available Focus on customers is an important factor in gaining sustainable competitive advantage of retail banks. Modern marketing-oriented banks have to be focused towards understanding and meeting the financial requirements of their clients. Attention of bank management should also be directed towards the study of quality of relationships between a bank and its clients. In this context, it is important to measure emotional reactions of clients. The aim of this paper is to identify the key drivers of emotional reactions. Specifically, two emotional reactions are observed in the paper: satisfaction and affective commitment. In the conducted study, two research models that include four independent variables (service quality, bank image, trust and social bonds are designed, wherein satisfaction is regarded as dependent variable in the first model, while affective commitment is given the role of dependent variable in the second model. The results indicate a moderate degree of satisfaction, but also a low level of affective commitment of the respondents. In addition, trust is stressed as the most important factor of emotional reactions. On the other hand, clients believe that banks provide a good quality service, where the quality stands out as an important driver of satisfaction, but not as a driver of affective commitment.

  11. Nurse Leadership Style, Nurse Satisfaction, and Patient Satisfaction: A Systematic Review. (United States)

    McCay, Rebecca; Lyles, Annmarie A; Larkey, Linda


    The purpose of this systematic review was to synthesize current evidence on nursing leadership styles, nurse satisfaction, and patient satisfaction. Results suggest that relational leadership traits contribute to greater nurse satisfaction whereas task-oriented styles may decrease nurse satisfaction. Minimal information for the connection between nursing leadership and patient satisfaction was found.

  12. La contrainte client

    Directory of Open Access Journals (Sweden)

    Guillaume Tiffon


    Full Text Available Cet article montre que le contact client a beau être ambivalent, dans la mesure où il est à la fois source de contrainte et de reconnaissance, dans certains cas, comme celui des caissières, il constitue avant tout une contrainte, en ce que les clients contrôlent le travail qui s’opère « sous leurs yeux », tandis que, dans d’autres cas, comme celui des kinésithérapeutes, il contribue avant tout à donner du sens au travail et, par là, à susciter l’engagement des travailleurs. L’article souligne ainsi combien la contrainte client revêt des modalités différentes selon la configuration, spatiale et temporelle, dans laquelle se déroule la relation de service, et le différentiel de compétences entre les protagonistes engagés dans cette relation.The client constraint. A comparative analysis of cashiers and physiotherapistsThis article shows that despite the ambivalence of client contact, insofar as it is both a source of constraint and recognition, in some cases, as the ones of cashiers, it isprimarily a constraint: clients control the work that takes place “before their eyes”, whereas in other cases – as in the ones of physiotherapists – it contributes to give meaning to work and, thereby, to arouse the commitment of workers. The article highlights how the client constraint takes on different forms depending on thespatial and temporal configuration where the service relation runs, and the skills differential between the protagonists involved in this relation.El apremio de los clientes. Análisis comparativo entre las cajeras de supermercado y los kinesiterapeutasEn este artículo se demuestra que aunque el contacto con los clientes puede ser percibido como agradable, en realidad en la mayoría de los casos el cliente es percibido como un peso puesto que estos « controlan » visualmente el trabajo de las cajeras mientras que en otras profesiones como es el caso de los kinesiterapeutas la presencia del paciente

  13. Psychotherapy for Suicidal Clients. (United States)

    Lester, David


    Reviews various systems of psychotherapy for suitability for suicidal clients. Discusses psychoanalysis, cognitive therapy, primal therapy, transactional analysis, Gestalt therapy, reality therapy, person-centered therapy, existential analysis, and Jungian analysis in light of available treatment options. Includes 36 citations. (Author/CRR)

  14. Speaking for the Client

    DEFF Research Database (Denmark)

    Mik-Meyer, Nanna; Silverman, D.

    . Nonetheless staff often assume that their clients were at the centre of the encounter, even when there is little indication that they understand the Danish language spoken. In order to analyze and explain dilemmas like these, we draw on symbolic interactionism and conversation analysis, placing linguistic...

  15. Quality in the billing cycle remote reading through radio frequency walk-by system and prepayment: technical and initial reliability results, cost vs benefit analysis, end user satisfaction; La qualite dans le cycle de facturation. Telereleve HF des compteurs et compteurs a fiches prechargees: resultats thechniques, premieres verifications de fiabilite, rapport cout - benefices, interets et satisfaction des clients

    Energy Technology Data Exchange (ETDEWEB)

    Dho, V. [Gruppo Italcogim (Italy); Hensemberger, F. [Schlumberger Industries (Italy)


    This document, taking as a starting point the needs brought about by the evolution of the gas market, shows two proposals for technological innovations to be applied to company processes, to increase the quality and the opportunities supplied to clients for the gas distribution service. This article will deal with in particular the rationalization of the billing process giving a wider interpretation than the one commonly followed. As for the first proposal - the remote reading of domestic meters - the experimental project carried out on a sample of Italcogim clients is analysed in detail, as well as their related technical results regarding the efficiency and effectiveness of the technology used. An evaluation quality criteria on the suitability of the use of the new remote reading system is also highlighted. The second proposal covers the rechargeable card system, with a description of the technical and economic planning applied to the pilot project which will start in the near future. (authors)

  16. The Competitive Advantage: Client Service. (United States)

    Leffel, Linda G.; DeBord, Karen B.

    The adult education literature contains a considerable amount of research on and discussion of client service in the marketing process, management and staff roles in service- and product-oriented businesses, and the importance of client service and service quality to survival in the marketplace. By applying the principles of client-oriented…


    Directory of Open Access Journals (Sweden)

    Ângela Cristina Bueno Vieira


    Full Text Available ABSTRACT: In our experience and work in the Medical Clinic at the Federal University of Goiás Clinical Hospital (HC/UFG, we observe that in despite of the most patients get orientations about their pathology by the health team, they don’t accomplish these orientations. For the continuous self-care promotion was implanted project "Citizen Client", with intention to contribute to patient citizenship rescue, guiding and strengthening its rights and duties while carrying on pathology. This article is an experience related by a qualitative approach with a group of patients interned in the Medical Clinic of the HC/UFG that rambles, their familiars and that ones who participates in the project Citizen Client during their internment in the year of 2003. On the meeting we work with lectures, workshops and groups by the multi-professional team and coordinated by a Nurse. The subjects had been diverse, approaching some pathology and its cares, social and spiritual assistance. The client participation in its recovery has extreme importance and, so that this occurs, it is necessary health education understood in its extended form, recognizing the client’s life reality, their day-by-day, providing mechanisms for them to become an asset subject with autonomy to act in favor of own health. KEYWORDS: Health Education; Self Care; Quality of Life.

  18. A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction (United States)

    Zondiros, Dimitris; Konstantopoulos, Nikolaos; Tomaras, Petros


    Customer satisfaction is defined as a measure of how a firm's product or service performs compared to customer's expectations. It has long been a subject of research due to its importance for measuring marketing and business performance. A lot of models have been developed for its measurement. This paper propose a simulation model using employee satisfaction as one of the most important factors leading to customer satisfaction (the others being expectations and disconfirmation of expectations). Data obtained from a two-year survey in customers of banks in Greece were used. The application of three approaches regarding employee satisfaction resulted in greater customer satisfaction when there is serious effort to keep employees satisfied.

  19. [Client centered psychotherapy]. (United States)

    Werthmann, H V


    In the discussion concerning which psychotherapeutic methods should come under the auspices of the medical health system in West Germany, the question is raised regarding the client-centered therapy of Carl Rogers. Can it be considered a distinct psychotherapeutic method? A review of the scientific literature dealing with this method shows that it provides neither a theory of mental illness nor a theory of clinical application based on individual cases or specific neurotic disturbances, Therefore it should be categorized as a useful method of communication in the field of psychology and not as a therapeutic method for treating mental illness.

  20. Assessment of ART centres in India: client perspectives. (United States)

    Sogarwal, Ruchi; Bachani, Damodar


    Drug adherence and quality of antiretroviral therapy (ART) services are the keys for the successful ART programme. Hence, an attempt has been made to assess ART centres in India from client perspectives that are receiving services from the centres. Data were gathered through exit interviews with 1366 clients from 27 ART centres that were selected on the basis of drug adherence and client load. Analyses revealed that more than 80 per cent of the clients reported overall satisfaction with the services availed from the centre and 60 per cent reported that the quality of life has improved to a great extent after getting ART. Most of the clients strongly demanded to open ART centre in each district for better access as that will increase drug adherence and eventually control the HIV progression. It has been found that as many as 14% of respondents, ever been on ART, reported non-adherence and 70% of them cited distance and economic factors as the reasons for non-adherence. Study concludes that while majority of the clients were satisfied with ART services, shortage of staff, high level of non-drug adherence, long distances and poor referring system are the weak areas requiring attention.

  1. Associations between women's subjective perceptions of daily occupations and life satisfaction, and the role of perceived control. (United States)

    Håkansson, Carita; Björkelund, Cecilia; Eklund, Mona


    More knowledge is needed about the role of perceived control in the associations between different perceptions of daily occupations and positive health outcomes. The aim was to explore the associations between different subjective perceptions of daily occupations, in terms of occupational balance, occupational meaning, occupational value and satisfaction with occupations, and life satisfaction, and the role of perceived control in those associations. A questionnaire including questions about perceptions of daily occupations, perceived control and life satisfaction were answered by a random sample of 488 middle-aged Swedish women. Multiple logistic regression analysis was used to test the associations between perceptions of daily occupations and life satisfaction, and the role of perceived control. After adjustments for perceived control women who perceived a high level of satisfaction with work and leisure, occupational balance, occupational meaning and occupational value perceived greater life satisfaction than the other women. Perceived control was not significant in the model. It seems that occupational balance and occupational meaning were pivotal for the women's life satisfaction, but satisfaction with work and leisure, as well as perceived occupational value, was also of importance. The assumption that perceived control would have a role in the association between perceptions of occupations and life satisfaction was not confirmed. The results indicate that occupational therapists need to focus on occupational balance, occupational meaning, occupational value and satisfaction with work and leisure to promote positive health outcomes, in terms of life satisfaction, when working with middle-aged female clients. © 2011 The Authors. Australian Occupational Therapy Journal © 2011 Occupational Therapy Australia.

  2. Case manager satisfaction in public health. (United States)

    Schutt, Russell K; Fawcett, Jacqueline; Gall, Gail B; Harrow, Brooke; Woodford, Mary Lou


    The purpose of this study was to examine correlates of case managers' satisfaction with their work, services, and service network and to identify connections to service performance and service costs. A decentralized public health program that exemplifies the trend toward more diverse clients and networked services. A mixed method design with 34 case managers. As hypothesized, the case managers' experiences with clients and the service network, and their service effectiveness, were associated with their satisfaction with their jobs and the services they provide. Satisfaction was also positively associated with more timely service delivery. These associations were explained in part by case managers' education and training. Case managers can achieve high levels of job and service satisfaction in outreach programs serving a diverse client population in a decentralized service network. Case managers' job and service satisfaction improves with reduced service problems and service delays and when case managers can devise work-arounds for persistent service problems. Using advanced practice nurses (APN) and providing more on-the-job training may increase case manager satisfaction with their jobs and the services they provide. Special efforts may be needed to prevent a decline in job satisfaction with years of experience.

  3. The prevalence and impact of depression in self-referred clients attending an employee assistance program. (United States)

    Lam, Raymond W; Wolinsky, Debra; Kinsella, Cynthia; Woo, Cindy; Cayley, Paula M; Walker, Anne B


    To determine the prevalence and characteristics of clients with depression attending an employee assistance program (EAP). Anonymized data were obtained from 10,794 consecutive clients, including 9105 employees, self-referred to PPC Canada, a large, external EAP. Assessment measures included the self-rated nine-item Patient Health Questionnaire (PHQ-9). Clinical characteristics of depressed clients (PHQ-9 score ≥ 10) were compared with those of nondepressed clients. Thirty-seven percent of the employee sample met PHQ-9 criteria for clinically significant depression. Compared with clients without depression, they had significantly higher rates of anxiety, psychotropic medication use, problem substance use, global problems with functioning, absenteeism, impairment in work-related tasks, and low job satisfaction. A large proportion of EAP clients were clinically depressed with associated negative effects on personal and occupational functioning.

  4. Frontline police employees’ social construction of client service

    Directory of Open Access Journals (Sweden)

    Karel Stanz


    Full Text Available The social construction of frontline employees’ client service plays a major role in organisational success. This study illuminated why frontline personnel are reluctant to accept organisational change which is in line with new policing philosophies. Applying modernist qualitative methodology, and particularly grounded theory within a case study design a ‘process satisfaction model’ was developed with the aim to improve employee satisfaction with internal processes and ultimately service delivery. This model may be used for change in the South African Police Service SAPS and other government departments.

  5. User Satisfaction with Family Planning Services in Government Health Centres in the Congo. (United States)

    Ndziessi, Gilbert; Bintsene-Mpika, Gickelle; Bileckot, Richard


    Patient satisfaction is considered an indicator of quality of care. This study aimed to assess the degree of clients' satisfaction with family planning (FP) services in government health centers in Congo. A cross-sectional study was conducted. A total of 635 clients nested in 27 health facilities were included in the analysis. Satisfaction was defined as "having a good perception of provider technical skills, being satisfied with the service organization and having a general positive appreciation of FP services. Statistical analyses were performed using SPSS v15. Among 635 clients, 57% perceived lack of technical competence in providers, 88% perceived good organization in FP services and 77% declared having general positive appreciation of FP services. Global level of client satisfaction was 42%. In conclusion client satisfaction with FP service was low and strengthening health workers technical competence is crucial. But, as the quality is multidimensional, other aspects especially significant funding investment and quality-assurance interventions must be taken into account.

  6. Categorizing clients with disabilities

    DEFF Research Database (Denmark)

    Kjeldsen, Lena; Amby, Finn

    Danish governments have continuously proclaimed goals of raising the employment rate for people with disabilities, most recently in the publication “10 goal for social mobility” (Government 2016). In spite of this, the employment rate for people with disabilities has been more than 30 percent less...... than that of people without disabilities for more than a decade (Larsen & Høgelund 2015). An explanation of this difference could be the limited connection between these general goals, the employment laws and the actual implementation of the goals in the job centers (Amby 2015). Earlier Danish studies...... have by large focused on employment and disability at the stage where the client already has been categorized as having a disability (e.g. Møller & Stone 2013). This study offers new insight to the field in a Danish context by exploring the process in which people with disabilities are categorized...

  7. Patient satisfaction

    Directory of Open Access Journals (Sweden)

    Bhanu Prakash


    Full Text Available Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the success of doctors and hospitals. This article discusses as to how to ensure patient satisfaction in dermatological practice.

  8. Job satisfaction




    Bachelor thesis deals with job satisfaction. It is often given to a context with the attitude to work which is very much connected to job satisfaction. Thesis summarises all the pieces of information about job satisfacion, factors that affect it negatively and positively, interconnection of work satisfaction and work motivation, work behaviour and performance of workers, relationship of a man and work and at last general job satisfaction and its individual aspects. In the thesis I shortly pay...

  9. Patient satisfaction. (United States)

    Prakash, Bhanu


    Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the success of doctors and hospitals. This article discusses as to how to ensure patient satisfaction in dermatological practice.

  10. Pesquisa de Satisfação: o olhar dos clientes sobre os laboratórios do Instituto Nacional de Controle da Qualidade em Saúde / Satisfaction Survey: the look on customers’ laboratories of the National Institute of Quality Control in Health

    Directory of Open Access Journals (Sweden)

    Neusa Maria Castelo Branco


    Full Text Available Este trabalho objetivou elaborar um questionário para medir o nível de satisfação dos clientes externos dos laboratórios do Instituto Nacional de Controle de Qualidade em Saúde (INCQS para que possa funcionar como ferramenta de gestão da qualidade visando à melhoria do processo de trabalho institucional. Foi realizado um estudo descritivo por abordagem quantitativa. A amostragem estudada foi composta por 117 clientes do INCQS que utilizaram o serviço analítico-laboratorial para o controle da qualidade dos produtos sujeitos à ação da vigilância sanitária no período de 2006 a 2010. Os dados demonstraram que, de forma geral, os clientes pesquisados avaliaram a qualidade dos serviços como “ótimo” e “bom” (86%. Uma exceção foi relacionada ao atributo “cumprimento de prazo”, que apresentou resultado mais crítico, com um índice de cerca de 30% das avaliações entre “regular” e “ruim”. A análise dos dados permitiu concluir que os serviços prestados pelo INCQS são considerados satisfatórios e atendem às expectativas dos usuários, ainda que algumas alterações e ajustes no processo de trabalho se façam necessários. Foram obtidos dados importantes como indicadores de qualidade e informações gerenciais que poderão subsidiar o processo de tomada de decisões estratégicas para a melhoria contínua dos serviços na área analítico-laboratorial. ------------------------------------------------------------------ This work aimed to prepare a questionnaire to measure the level of satisfaction of customers outside of the laboratories of the National Institute for Quality Control in Health (INCQS, which can operate as a tool for quality indicators for improving the process of analytical work-laboratory. Descriptive study by quantitative approach. The sample studied was composed of 117 customers of INCQS who used the analytical service labo-ratory for quality control of products subject to the action of the

  11. Acerca de los clientes de las organizaciones de salud pública On the clients of public health organizations

    Directory of Open Access Journals (Sweden)

    Júlia Duran


    Full Text Available Los servicios públicos han de responder y satisfacer a una diversidad de agentes: sus usuarios, los ciudadanos que pagan impuestos que los financian, los políticos, y el personal que trabaja en ellos. Para conseguir unos servicios públicos que pongan al ciudadano-usuario en el vértice de su funcionamiento habrá que conocer al cliente, sus expectativas, preferencias, quejas y satisfacción. Este manuscrito presenta el proceso de reflexión interna realizado en nuestra organización acerca de sus clientes, cuya naturaleza es muy distinta de los de una empresa industrial o comercial. Se plantea una tipología y el proceso que ha llevado a confeccionar un listado de clientes, y se plantean acciones que hay que realizar para mejorar los servicios desde su perspectiva.Public services must satisfy a variety of agents: users of these services, the citizens who pay the taxes that finance them, politicians, and those that work in them. To obtain public services that give priority to the citizen-user, knowledge of clients, their expectations, preferences, complaints and degree of satisfaction is essential. This article presents the process of internal discussion in our agency about its clients, who differ from those of an industrial or commercial organization. A proposal for the classification of clients, as well as the process that has led to a client portfolio, are presented and steps to improve services from the perspective of the client are suggested.

  12. Group Work with Transgender Clients (United States)

    Dickey, Lore M.; Loewy, Michael I.


    Drawing on the existing literature, the authors' research and clinical experiences, and the first author's personal journey as a member and leader of the transgender community, this article offers a brief history of group work with transgender clients followed by suggestions for group work with transgender clients from a social justice…

  13. Client evaluation of a specialist inpatient parent-infant psychiatric service. (United States)

    Nair, Revi; Bilszta, Justin; Salam, Nilam; Shafira, Nadia; Buist, Anne


    The aim of this paper was to collect feedback on a specialist parent-infant psychiatric service in terms of client satisfaction with inpatient treatment, and the impact on health outcomes of providing written information about available support options in the community following discharge. Women (n = 37) from consecutive admissions between January 2006 and December 2007 were contacted by telephone and administered a service quality evaluation questionnaire. Women were happy with the quality of inpatient care provided but suggested areas of improvement included continuity of staff during the inpatient stay and better communication between inpatient and outpatient services post-discharge. At discharge, women were not confident with their ability in coping with motherhood but confidence with parenting skills increased post-discharge. Use of recommended post-discharge community support and/or health services was poor. As adherence with discharge recommendations was less than ideal, greater involvement of primary/community health care professionals, and active participation of clients and carers, in discharge planning is required. Increased emphasis on the practical skills of motherhood as well as opportunities to develop the mother-infant relationship may assist mothers in gaining confidence to interact with their baby and pick up infant cues.

  14. Evaluation of a liaison librarian program: client and liaison perspectives. (United States)

    Tennant, Michele R; Cataldo, Tara Tobin; Sherwill-Navarro, Pamela; Jesano, Rae


    This paper describes a survey-based evaluation of the five-year old Liaison Librarian Program at the University of Florida. Liaison librarians, faculty, students, staff, residents, and post-doctoral associates were queried via Web-based surveys. Questions addressed client and liaison perspectives on a variety of issues, including program and service awareness and usage, client-library relations and communication, client support for the program, and liaison workload. Approximately 43% of the 323 client respondents were aware of liaison services; 72% (n = 163) of these clients had had contact with their liaison. Ninety-five percent (n = 101) of faculty and students who reported contact with their liaison supported the continuation of the program. Liaison services were used by a greater percentage of faculty than students, although they had similar patterns of usage and reported the same "traditional" services to be most important. Liaisons indicated that communications with clients had increased, the reputation of the library was enhanced, and their workloads had increased as a result of the Liaison Librarian Program. Survey results suggest that the Liaison Librarian Program has a core set of clients who use and highly value the services provided by liaisons. Recommendations addressing workload, training, marketing, and administrative support are provided.

  15. Effect of Pre-Construction on Construction Schedule and Client Loyalty


    Jong Hoon Kim; Hyun-Soo Lee; Moonseo Park; Min Jeong; Inbeom Lee


    Pre-construction is essential in achieving the success of a construction project. Due to the early involvement of project participants in the construction phase, project managers are able to plan ahead and solve issues well in advance leading to the success of the project and the satisfaction of the client. This research utilizes quantitative data derived from construction management projects in order to identify the relationship between pre-construction, construction schedule, and client sat...

  16. Evaluating the effectiveness of a healthy lifestyle clinician in addressing the chronic disease risk behaviours of community mental health clients: study protocol for a randomised controlled trial. (United States)

    Fehily, Caitlin; Bartlem, Kate; Wiggers, John; Wye, Paula; Clancy, Richard; Castle, David; Wutzke, Sonia; Rissel, Chris; Wilson, Andrew; McCombie, Paul; Murphy, Fionna; Bowman, Jenny


    People with a mental illness experience a greater morbidity and mortality from chronic diseases relative to the general population. A higher prevalence of modifiable health risk behaviours such as smoking, poor nutrition, physical inactivity and harmful alcohol consumption contribute substantially to this disparity. Despite clinical practice guidelines recommending that mental health services routinely provide care to address these risk behaviours, the provision of such care is consistently reported to be low internationally and in Australia. This protocol describes a randomised controlled trial that aims to assess the effectiveness of allocating a clinician within a community mental health service to the specific role of providing assessment, advice and referral for clients' chronic disease risk behaviours. Approximately 540 clients of one community mental health service will be randomised to receive either usual care for chronic disease risks provided in routine consultations or usual care plus an additional face-to-face consultation and follow-up telephone call with a 'healthy lifestyle clinician'. The clinician will assess clients' chronic disease risk behaviours, provide advice to change behaviours, and refer at-risk clients to free telephone coaching services (New South Wales (NSW) Quitline and NSW Get Healthy Information and Coaching Service) for specialist behaviour change care. The primary outcomes, regarding referral to and client uptake of the telephone services, will be obtained from the respective services. Telephone interviews of clients at baseline and at 1 and 6 months post baseline follow-ups will assess secondary outcomes: receipt of any assessment, advice and referral from the mental health service; satisfaction with the receipt of such care; satisfaction with the receipt of any care provided by the telephone services; interest and confidence in and perceived importance of changing risk behaviours; and risk behaviour status. This study will add

  17. Working alliance, real relationship, session quality, and client improvement in psychodynamic psychotherapy: A longitudinal actor partner interdependence model. (United States)

    Kivlighan, Dennis M; Hill, Clara E; Gelso, Charles J; Baumann, Ellen


    We used the Actor Partner Interdependence Model (APIM; Kashy & Kenny, 2000) to examine the dyadic associations of 74 clients and 23 therapists in their evaluations of working alliance, real relationship, session quality, and client improvement over time in ongoing psychodynamic or interpersonal psychotherapy. There were significant actor effects for both therapists and clients, with the participant's own ratings of working alliance and real relationship independently predicting their own evaluations of session quality. There were significant client partner effects, with clients' working alliance and real relationship independently predicting their therapists' evaluations of session quality. The client partner real relationship effect was stronger in later sessions than in earlier sessions. Therapists' real relationship ratings (partner effect) were a stronger predictor of clients' session quality ratings in later sessions than in earlier sessions. Therapists' working alliance ratings (partner effect) were a stronger predictor of clients' session quality ratings when clients made greater improvement than when clients made lesser improvement. For clients' session outcome ratings, there were complex three-way interactions, such that both Client real relationship and working alliance interacted with client improvement and time in treatment to predict clients' session quality. These findings strongly suggest both individual and partner effects when clients and therapists evaluate psychotherapy process and outcome. Implications for research and practice are discussed. (c) 2016 APA, all rights reserved).

  18. Determinants of patient satisfaction among clients of a national ...

    African Journals Online (AJOL)

    Satisfied patients have been shown to be more likely to adhere to treatment ... quality of service at the pharmacy (χ2 = 51.00, p < 0.001), quality of service at the ... waiting time (χ2 = 41.50, p < 0.001), comfort in the waiting room (χ2 = 31.10, ...

  19. Physical after effects and clients satisfaction following colposcopy ...

    African Journals Online (AJOL)


    colposcopy services.5,6,7 However, majority of these studies investigated clinical outcomes usually from the perception of the service provider. Indeed, limited studies have reported physical after effects like vaginal bleeding, pain and vaginal discharge following cervical biopsy performed during colposcopy.8 Exploring the ...

  20. The Vredefort Dome World Heritage Site: Client satisfaction with ...

    African Journals Online (AJOL)

    Given the substantial growth of whitewater rafting in the Vredefort Dome World Heritage Site (VDWHS), it quickly grew into an unregulated adventure tourism commodity. With the area being a World Heritage Site, concerns have arisen about the impact it could have on the environment, service quality and public safety.

  1. Clients satisfaction of antenatal care services in public and private ...

    African Journals Online (AJOL)

    Background: Antenatal care involves screening for health and socioeconomic conditions likely to increase the possibility of specific adverse pregnancy outcomes, providing therapeutic interventions known to be effective and educating pregnant women about planning for safe birth. Quality and customer service have been ...

  2. Speech Mannerisms: Games Clients Play (United States)

    Morgan, Lewis B.


    This article focuses on speech mannerisms often employed by clients in a helping relationship. Eight mannerisms are presented and discussed, as well as possible interpretations. Suggestions are given to help counselors respond to them. (Author)

  3. 75 FR 55303 - Proposed Information Collection; Comment Request; Commercial Service Annual Customer Satisfaction... (United States)


    ... Request; Commercial Service Annual Customer Satisfaction Survey AGENCY: International Trade Administration... assistance services. The CS uses an Annual Customer Satisfaction Survey to measure client's overall satisfaction with the full array of services and experiences they have had with the CS on an annual basis. The...

  4. Podemos fidelizar clientes inicialmente insatisfechos

    Directory of Open Access Journals (Sweden)

    Jesús Cambra-Fierro


    Full Text Available El paradigma relacional, dominante en el ámbito de la mercadotecnia, aboga por establecer y desarrollar relaciones duraderas con los clientes. Para ello es preciso conocer cuáles son sus necesidades y esforzarse por satisfacerlas. Los clientes quieren sentirse importantes y, por tanto, las empresas deberían preocuparse no sólo por vender, sino también por conocer su índice real de satisfacción/ insatisfacción. Por tanto, desde un punto de vista lógico este debería ser el patrón de comportamiento empresarial, los trabajos de Barroso (2008 y Coca (2008 así lo indican. Pero la realidad demuestra que esto no siempre es así. A pesar de que los clientes siempre desean sentirse atendidos, existen empresas que parecen olvidarse de esta premisa básica y, sin embargo, obtienen resultados positivos. Este trabajo tiene el objetivo de analizar la posible contribución de los procesos de recuperación de servicios en la fidelización de clientes/usuarios. Para ello tomamos como referencia el concepto de procesos de recuperación de servicio y estudiamos el contexto del sector de telefonía móvil en España.Através de un análisis de estadísticos descriptivos y de la técnica Partial Least Squares (PLS, concluimos que las empresas se comportan de manera opuesta a lo que esperan los clientes y no se preocupan realmente por reconquistar su satisfacción. Sin embargo, la opinión de los usuarios resulta muy reveladora y sugiere que es posible convertir un cliente inicialmente insatisfecho en un cliente fiel.

  5. Willingness of Graduate Students in Rehabilitation Counseling to Discuss Sexuality with Clients (United States)

    Juergens, Maria Helena; Smedema, Susan Miller; Berven, Norman L.


    The purpose of this study was to obtain a greater understanding of the willingness of graduate students in rehabilitation counseling to discuss sexuality with clients. This was done by testing a model of factors predicted to influence the willingness of rehabilitation counseling master's students to discuss sexuality with clients, using path…

  6. Client and parent feedback on a Youth Mental Health Service: The importance of family inclusive practice and working with client preferences. (United States)

    Coates, Dominiek


    In mental health settings, feedback from clients and carers is central to service evaluation, development and delivery. Increasingly, client and carer feedback is considered an integral part of service planning, and recognized as a critical element of the provision of recovery oriented service. This paper outlines the findings of a qualitative evaluation of a Youth Mental Health (YMH) service from the perspective of discharged clients and their parents. The service researcher conducted telephone interviews with 39 parents of discharged clients, and 17 young people themselves. Participants reported positive or mixed experiences with the service. In addition to more generic positive statements about the service, analysis identified two key themes: the importance of 'family inclusive practice' and the importance of 'working with client preferences'. Young people and their parents want to be actively engaged in treatment and have their treatment preferences considered in treatment planning. Participants expressed the importance of "a good fit" between the client and the worker in terms of the clinician's gender, personality and treatment style/modality. While for some participants these themes were raised in the context of service strengths, others identified them as limitations or opportunities for service improvement. The extent to which clients and their parents felt engaged and heard by their allocated clinician is critical to their satisfaction or dissatisfaction with the service, depending on their unique experience. As an outcome of this evaluation, a range of service improvement strategies have been recommended. © 2016 Australian College of Mental Health Nurses Inc.


    Directory of Open Access Journals (Sweden)

    Gary D. Holt


    Full Text Available Due to the significant impact of client performance on overall project performance and the interdependence of participant%5C%27s performance in the construction project coalition %28i.e. clients%2C designers and constructors%29%2C there is a need to establish client performance measures. Based on data collected from in-depth interviews with nineteen UK architects and nine UK contractors%2C a generic tool for the on-going formal assessment of client performance is presented. It was found that this approach to performance assessment %28i.e. from the view point of other%2C non-client coalition participants%29 should lead to improved project relationships. Data analysis showed that in addition to %5C%27harder%5C%27 measures such as understanding of project requirements and finance%2C other%2C %5C%27softer%5C%27 measures of client performance %28e.g. attitude%29 were worthy of consideration since they determine the quality of participant relationships. It is recommended that the tool be used to promote more effective client performance and thus enhance coalition relationships%2C enabling continuous improvement. The ultimate aim is to develop similar tools for the assessment of all coalition participants based on a culture of openness and trust. Abstract in Bahasa Indonesia : assessment+tool%2C+coalition+participants%2C+client+performance%2C+perceptions%2C+performance+measures%2C+satisfaction.

  8. When psychologists work with religious clients: applications of the general principles of ethical conduct. (United States)

    Yarhouse, M A; VanOrman, B T


    Psychologists become more effective and relevant when they appreciate that many clients hold religious values and commitments. Greater awareness of religion and religious values in the lives of clients may aid clinicians' efforts to provide more accurate assessments and effective treatment plans. The authors use the American Psychological Association's (1992) "Ethical Principles of Psychologists and Code of Conduct" as a framework to examine many of the ethical issues relevant when psychologists work with religious clients. This article also provides suggestions for ways in which clinicians may obtain the skills needed to offer competent assessments and interventions with religiously committed clients.

  9. Electro therapy facial and laser skin whitening: Clients' perspective. (United States)

    Lavanya, D; Manimaran, S; Bhagyalakshmi, K


    There are so many beauty salons in Metropolis who provide services to women exclusively [1]. These beauty salons depend mostly on electricity for their services to customers, without it there is no effective means of operation [2]. These beauty salons are definitely leading to women empowerment. The beauty salons are run by the women for women. Since they fall under the category of micro and small enterprises, these salons may avail so many financial and non- financial advantages from the Government of India. They also provide employment opportunities to the women employees. The development of such beauty salons rests on the clients' satisfaction on the provision of their services. Hence it is essential to measure the clients attitude towards the services offered by the beauty salons, especially electro therapy facial, laser skin whitening and laser hair removal treatments, which are coming under micro current treatment as a cosmetic tool.

  10. Customer satisfaction. (United States)

    Vukmir, Rade B


    This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.

  11. Greater autonomy at work

    NARCIS (Netherlands)

    Houtman, I.L.D.


    In the past 10 years, workers in the Netherlands increasingly report more decision-making power in their work. This is important for an economy in recession and where workers face greater work demands. It makes work more interesting, creates a healthier work environment, and provides opportunities

  12. A Influência do Valor Percebido e da Satisfação do Cliente sobre o Comportamento de Boca a Boca: uma análise em academias de ginásticaThe Influence of Perceived Value and Customer Satisfaction on the Word of Mouth Behavior: an analysis in academies of gymnasticsLa Influencia del Valor Percibido y de la Satisfacción del Cliente en la Conducta Boca a Boca: un análisis en los gimnasios

    Directory of Open Access Journals (Sweden)

    COSTA, Francisco José da


    Full Text Available RESUMOO propósito central deste artigo foi analisar a relação entre os construtos valor percebido (e seus antecedentes de qualidade e sacrifício, satisfação dos clientes de serviços, e comportamento de boca a boca (nas dimensões de intensidade e favorabilidade. A partir da revisão da literatura sobre os temas, foram enunciadas treze hipóteses de pesquisa, que foram aplicadas, tomando como contexto empírico o setor de academias de ginástica da cidade de Fortaleza (Ceará. Foi pesquisada uma amostra de 108 respondentes, com coleta de dados feita por meio de questionário estruturado, aplicado em quatro diferentes academias. Os construtos foram avaliados em separado, por meio de estatísticas descritivas e a análise das hipóteses foi feita com o apoio da técnica estatística Análise de Regressão Múltipla, realizada em cinco modelos distintos. Os resultados encontrados mostraram a consistência de nove das treze hipóteses, indicando, especialmente, que a satisfação e o valor percebido são antecedentes consistentes da favorabilidade e da intensidade das ações de boca a boca dos clientes. Os resultados apontaram elementos para uma melhor compreensão das relações definidas, e, também dá indicações para futuras pesquisas envolvendo os temas tratados.ABSTRACTThe main purpose of this article was to analyze the relationship between the constructs perceived value (and its antecedents of quality and sacrifice, satisfaction of services customers, and word of mouth behavior (in its dimensions of activity and praise. From the literature review, 13 hypotheses were announced, and these hypotheses were submitted to test taking as empirical context the sector of fitness gyms from the city of Fortaleza (Ceará. A sample of 108 respondents was searched, with data collection done with a structured questionnaire, administered in four different fitness gyms. The constructs were evaluated separately, by using descriptive statistics, and the

  13. Anxiety in mammography: mammographers' and clients' perspectives

    International Nuclear Information System (INIS)

    Galletta, S.; Joel, N.; Maguire, R.; Weaver, K.; Poulos, A.


    The aim of this study was to identify causes of anxiety experienced by mammographers and clients during mammography and strategies to decrease the anxiety generated by the mammographic procedure. Two questionnaires were distributed: one to mammographers in public and private centres within NSW, the other to women (clients) who have experienced mammography. Mammographers' and clients' rankings of causes of clients' anxiety demonstrated many similarities indicating the mammographers' acknowledgement of factors contributing to client anxiety. Thematic analysis provided important qualitative data concerning anxiety experienced by both mammographers and clients and the influence of mammographer and client behaviour on that anxiety. The results of this study have provided important new knowledge for mammographic practice and mammography education. By understanding the causes of anxiety experienced by clients, mammographers can provide an informed, empathetic approach to the mammographic process. By acknowledging factors which increase their own anxiety mammographers can reduce the impact of this on themselves and on their clients. Copyright (2003) Australian Institute of Radiography

  14. Students: Customers, Clients or Pawns? (United States)

    Tight, Malcolm


    The metaphor of the student as a consumer or customer is widely used within contemporary higher education, and impacts on the ways in which students, academics and institutions behave. These, and a number of alternative metaphors for the student, are critically reviewed. The alternatives considered include both contemporary (student as client or…

  15. Bringing the client back in

    DEFF Research Database (Denmark)

    Danneris, Sophie; Nielsen, Mathias Herup


    Categorizing the job readiness of unemployed clients is a task of the utmost importance for active labor market policies. Scholarly attention on the topic has mostly focused either on questions of political legitimacy or on how categories are practically negotiated in meetings between the welfare...


    Directory of Open Access Journals (Sweden)

    Tünde SZABÓ


    Full Text Available In order to succeed on the market, organizations must permanently focus their efforts towards understanding and fulfilling the necessities and expectations of all their clients, both the current and the potential ones. At the same time, enterprises must identify methods and tools appropriate for evaluating the satisfaction degree of the clients and for ensuring the loyalty of the most important clients, as well as improving the internal and external relational system and creating new partnerships with loyal clients. The effects of increasing the client satisfaction can be numerous, and they depend greatly on the activities specific to each organization. In the current paper, an attempt is made to highlight the possible effects of increasing the satisfaction of the visitors of the National Seckler Museum from Sfîntu Gheorghe, - effects like an increased number of visitors, tourist attraction, developing and promoting cultural tourism in the county.

  17. Open client/server computing and middleware

    CERN Document Server

    Simon, Alan R


    Open Client/Server Computing and Middleware provides a tutorial-oriented overview of open client/server development environments and how client/server computing is being done.This book analyzes an in-depth set of case studies about two different open client/server development environments-Microsoft Windows and UNIX, describing the architectures, various product components, and how these environments interrelate. Topics include the open systems and client/server computing, next-generation client/server architectures, principles of middleware, and overview of ProtoGen+. The ViewPaint environment

  18. Who cares for involuntary clients? (United States)

    Soliman, Soheil; Pollack, Harold A; Alexander, Jeffrey A


    The objectives of this study were to compare characteristics of outpatient substance abuse treatment (OSAT) units that serve high proportions of involuntary clients (ICs) with those that serve a low percentage of such clients. The authors analyze unit-level 1995-2005 data from the National Drug Abuse Treatment System Survey (NDATSS). Approximately 1/6 of OSAT units draw the dominant majority of their clients from involuntary referrals. OSAT units that treat a high proportion of ICs are less likely to be accredited by professional organizations, have fewer treatment staff with advanced degrees, and have shorter average treatment duration than do OSAT units that serve few ICs. OSAT units that serve ICs are more likely to offer legal and domestic violence services but are less likely to offer mental health services or aftercare. OSAT units that serve ICs are less likely to be hospital-affiliated than are other units. Clients at such facilities are more likely to be convicted of driving while intoxicated (DWI), are younger, are less likely to have received prior treatment, are more likely to remain abstinent after treatment, but are more likely to be remanded back to courts. The authors conclude that ICs are an important market niche in OSAT care. DWI is by far the most common offense reported in units that specialize in ICs. Aside from legal and domestic violence services, units with a high proportion of ICs appear to offer somewhat less intensive and professionalized services than do other facilities; however, clients at these units are more likely to be abstinent at the end of treatment and but more likely to be remanded back to the courts.

  19. Job Satisfaction and Employment Equity in South Africa


    Tim Hinks


    This paper is the first to estimate job satisfaction equations in post-Apartheid South Africa. Absolute earnings contribute to greater job satisfaction. Racial group is also an important predictor of job satisfaction, but, when interacted with a proxy for affirmative action legislation, it is found that black job satisfaction is positively correlated with this legislation whereas coloured and to a lesser extent white job satisfaction is diminished. Copyright 2010 The author 2009. Published by...

  20. Client Abuse to Public Welfare Workers

    DEFF Research Database (Denmark)

    Strøbæk, Pernille Solveig; Korczynski, Marek


    We analyse a case study of workers’ experience of client abuse in a Danish public welfare organisation. We make an original contribution by putting forward two different theoretical expectations of the case. One expectation is that the case follows a pattern of customer abuse processes in a social...... patterns of customer abuse associated with a liberal market economy – in which the customer is treated as sovereign against the relatively powerless worker, and in which workers bear heavy emotional costs of abuse. Our findings show a greater match to the social processes of abuse within a social market...... market economy – in which workers are accorded power and resources, in which workers tend to frame the abuse as the outcome of a co-citizen caught in system failure and in which workers demonstrate some resilience to abuse. Another expectation is that New Public Management reforms push the case to follow...

  1. Client Contacts Improve Quality of Copywriting. (United States)

    McCann, Guy


    Discusses the advantages of using real-life clients for class assignments in copywriting courses. Presents suggestions for client sources and identifies possible problems which may be encountered. (MM)

  2. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai


    & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....

  3. Greater-confinement disposal

    International Nuclear Information System (INIS)

    Trevorrow, L.E.; Schubert, J.P.


    Greater-confinement disposal (GCD) is a general term for low-level waste (LLW) disposal technologies that employ natural and/or engineered barriers and provide a degree of confinement greater than that of shallow-land burial (SLB) but possibly less than that of a geologic repository. Thus GCD is associated with lower risk/hazard ratios than SLB. Although any number of disposal technologies might satisfy the definition of GCD, eight have been selected for consideration in this discussion. These technologies include: (1) earth-covered tumuli, (2) concrete structures, both above and below grade, (3) deep trenches, (4) augered shafts, (5) rock cavities, (6) abandoned mines, (7) high-integrity containers, and (8) hydrofracture. Each of these technologies employ several operations that are mature,however, some are at more advanced stages of development and demonstration than others. Each is defined and further described by information on design, advantages and disadvantages, special equipment requirements, and characteristic operations such as construction, waste emplacement, and closure

  4. Factors influencing professional life satisfaction among neurologists. (United States)

    Teixeira-Poit, Stephanie M; Halpern, Michael T; Kane, Heather L; Keating, Michael; Olmsted, Murrey


    Predicted shortages in the supply of neurologists may limit patients' access to and quality of care for neurological disorders. Retaining neurologists already in practice provides one opportunity to support the overall supply of practicing neurologists. Understanding factors associated with professional life satisfaction (and dissatisfaction) and implementing policies to enhance satisfaction may encourage neurologists to remain in clinical practice. In this paper, we present results from the first study examining factors associated with professional life satisfaction among a large sample of U.S, neurologists. We collaborated with the AAN to survey a sample of U.S. neurologists about their professional life satisfaction. Analyses examined the association of physician and practice characteristics with aspects of professional life satisfaction, including satisfaction with their career in medicine, medical specialty, current position, relationship with colleagues, relationship with patients, work/life balance, and pay. The study population consisted of 625 neurologists. In multivariate regression analyses, no single group or population stratum indicated high (or low) responses to all aspects of satisfaction. Older neurologists reported higher satisfaction with career, specialty, and relationship with patients than younger neurologists. Female neurologists had significantly lower satisfaction with pay than male neurologists. Neurologists who spent more time in research and teaching had greater satisfaction with specialty, relationship with colleagues, and relationship with patients than those spending no time in research. Neurologists who practiced in small cities/rural areas reported lower satisfaction across multiple dimensions than those practicing in large urban areas. Neurologists in solo practice had greater satisfaction with the relationship with their patients, but lower satisfaction with pay. Satisfaction is a multidimensional construct that is associated with



    Mohammad Hefni


    Abstrac This article traces patron-client relationship of Madurese both from socio-historical point of view and its contemporary progress. As an imbalance social-exchange relationship, in terms of patron-client relationship, second side (client) much highly depends upon the first side (patron). This had been experienced in Madurese social history during the native governmental period of time. The government was classified into two major classes; ruler class (patron) and farmer class (client)....

  6. Report on Provider-Client Interaction From 68 Methadone Maintenance Clinics in China. (United States)

    Li, Li; Comulada, W Scott; Lin, Chunqing; Lan, Chiao-Wen; Cao, Xiaobin; Wu, Zunyou


    Provider-client interaction is an integral of clinical practice and central to the delivery of high-quality medical care. This article examines factors related to the provider-client interaction in the context of methadone maintenance treatment (MMT). Data were collected from 68 MMT clinics in China. In total, 418 service providers participated in the survey. Linear mixed effects regression models were performed to identify factors associated with provider-client interaction. It was observed that negative attitude toward drug users was associated with lower level of provider-client interaction and less time spent with each client. Other factors associated with lower level of interaction included being female, being younger, being a nurse, and fewer years in medical field. Higher provider-client interaction was associated with provider reported job satisfaction. The findings of this study call for a need to address provider negative attitudes that can impact provider-client interaction and the effectiveness of MMT. Future intervention efforts targeting MMT providers should be tailored by gender, provider type, and medical experiences.

  7. Negotiating the Client-Based Capstone Experience (United States)

    Reifenberg, Steve; Long, Sean


    Many graduate programs for professionals (public policy, public administration, business, international affairs, and others) use client-based experiential learning projects, often termed "capstones," in which students combine theory and practice to benefit an outside client. Increasingly, undergraduate programs use client-based capstones…

  8. Client Involvement in Home Care Practice

    DEFF Research Database (Denmark)

    Glasdam, Stinne; Henriksen, Nina; Kjær, Lone


    Client involvement’ has been a mantra within health policies, education curricula and healthcare institutions over many years, yet very little is known about how ‘client involvement’ is practised in home-care services. The aim of this article is to analyse ‘client involvement’ in practise seen fr...... in public home-care practice remains limited...

  9. Rural nurse job satisfaction. (United States)

    Molinari, D L; Monserud, M A


    The lack of rural nursing studies makes it impossible to know whether rural and urban nurses perceive personal and organizational factors of job satisfaction similarly. Few reports of rural nurse job satisfaction are available. Since the unprecedented shortage of qualified rural nurses requires a greater understanding of what factors are important to retention, studies are needed. An analysis of the literature indicates job satisfaction is studied as both an independent and dependent variable. In this study, the concept is used to examine the intention to remain employed by measuring individual and organizational characteristics; thus, job satisfaction is used as a dependent variable. One hundred and three rural hospital nurses, from hospitals throughout the Northwest region of the United States were recruited for the study. Only nurses employed for more than one year were accepted. The sample completed surveys online. The McCloskey/Mueller Satisfaction Scale, the Gerber Control Over Practice Scale, and two open-ended job satisfaction questions were completed. The qualitative analysis of the open-ended questions identified themes which were then used to support the quantitative findings. Overall alphas were 0.89 for the McCloskey/Mueller Scale and 0.96 for the Gerber Control Over Practice Scale. Rural nurses indicate a preference for rural lifestyles and the incorporation of rural values in organizational practices. Nurses preferred the generalist role with its job variability, and patient variety. Most participants intended to remain employed. The majority of nurses planning to leave employment were unmarried, without children at home, and stated no preference for a rural lifestyle. The least overall satisfied nurses in the sample were employed from 1 to 3 years. Several new findings inform the literature while others support previous workforce studies. Data suggest some job satisfaction elements can be altered by addressing organizational characteristics and by

  10. More features, greater connectivity. (United States)

    Hunt, Sarah


    Changes in our political infrastructure, the continuing frailties of our economy, and a stark growth in population, have greatly impacted upon the perceived stability of the NHS. Healthcare teams have had to adapt to these changes, and so too have the technologies upon which they rely to deliver first-class patient care. Here Sarah Hunt, marketing co-ordinator at Aid Call, assesses how the changing healthcare environment has affected one of its fundamental technologies - the nurse call system, argues the case for wireless such systems in terms of what the company claims is greater adaptability to changing needs, and considers the ever-wider range of features and functions available from today's nurse call equipment, particularly via connectivity with both mobile devices, and ancillaries ranging from enuresis sensors to staff attack alert 'badges'.

  11. Greater oil investment opportunities

    International Nuclear Information System (INIS)

    Arenas, Ismael Enrique


    Geologically speaking, Colombia is a very attractive country for the world oil community. According to this philosophy new and important steps are being taken to reinforce the oil sector: Expansion of the exploratory frontier by including a larger number of sedimentary areas, and the adoption of innovative contracting instruments. Colombia has to offer, Greater economic incentives for the exploration of new areas to expand the exploratory frontier, stimulation of exploration in areas with prospectivity for small fields. Companies may offer Ecopetrol a participation in production over and above royalties, without it's participating in the investments and costs of these fields, more favorable conditions for natural gas seeking projects, in comparison with those governing the terms for oil

  12. Job Satisfaction

    African Journals Online (AJOL)


    Job Satisfaction: Rural Versus Urban Primary Health Care Workers'. Perception in ... doing it well, and being suitably rewarded for one's efforts. Several ... community recognition of their work and improved staff relationship. ..... study found important differences about attractors to ... their work, work-life balance, bureaucracy.

  13. The insecure psychotherapy base: Using client and therapist attachment styles to understand the early alliance. (United States)

    Marmarosh, Cheri L; Kivlighan, Dennis M; Bieri, Kathryn; LaFauci Schutt, Jean M; Barone, Carrie; Choi, Jaehwa


    The purpose of this study was to test the notion that complementary attachments are best for achieving a secure base in psychotherapy. Specifically, we predicted third to fifth session alliance from client- and therapist-rated attachment style interactions. Using a combined sample of 46 therapy dyads from a community mental health clinic and university counseling center, the client- and therapist-perceived therapy alliance, attachment anxiety, and attachment avoidance were examined at the beginning of therapy. The results of an Actor-Partner Interdependence Model (APIM; Kenny & Cook, 1999, Partner effects in relationship research: Conceptual issues, analytic difficulties, and illustrations. Personal Relationships, 6, 433-448.) indicated that there was no direct effect of either client or therapist attachment style on therapist or client early ratings of the alliance. One significant interaction emerged and indicated that client-perceived alliance was influenced by therapist and client attachment anxiety. The client-perceived early alliance was higher when more anxious therapists worked with clients with decreasing anxiety. The client early alliance was higher when less anxious therapists worked with clients with increasing anxiety. The findings partially support the notion that different attachment configurations between the therapist and client facilitate greater alliance, but this was the case only when assessing client-perceived early alliance and only with regards to the dimension of attachment anxiety. There were no significant main effects or interactions when exploring therapist-perceived alliance. Implications of the findings are discussed along with recommendations for future study and clinical training. PsycINFO Database Record (c) 2014 APA, all rights reserved.

  14. Call center. Centrados en el cliente


    Leal-Alonso-de-Castañeda, José Enrique


    La empresa actual ha de estar preparada para responder al Cliente tal y como éste espera, porque no se busca un cliente puntual, sino un cliente fiel. La globalización de la economía y del acceso a los mercados exige que la empresa sea capaz de atraer al cliente no sólo con un servicio de calidad, sino además con una atención de calidad. La implantación de un Call Center (Centro de Atención al Cliente, Centro de Atención de Llamadas) constituye por todo ello una estrategia de negocio qu...


    Directory of Open Access Journals (Sweden)

    Rozzana Sánchez-Aragón


    Full Text Available There are few studies that focus on the influence that contextual aspects have in marital satisfaction (Meléndez, Aleixandre,& Saez, 1993.However, nowadays the reasons for a divorce are related to the actual social situation (Khalfani-Cox, 2009. Thus, the aim of this study is to identify contextual aspects that are associ-ated with marital satisfaction; in order to accomplish this objective, we conducted two studies. The purpose of the first study was to identify recent context aspects that influence marital satisfaction throughout an open question, which was ap-plied to 131 people. The results indicate that the dimensions of economic, labor time, home safety, stress in the environment, and the place where they live influ-ence marital satisfaction. In the second study, based on the information obtained previously, we formed indicators that were applied together with a scale of mari-tal satisfaction to105 couples. The results show that the context is closely related to marital satisfaction. In addition, the results determine that men give greater importance to the economic and employment situation than women do. Overall, this study indicates that sex differences prove that the roles and cultural expecta-tions have remained in the dynamics of the relationship and thus influence the assessment of marital satisfaction.

  16. The relationship between neuroticism and job satisfaction

    Directory of Open Access Journals (Sweden)

    Numanović Almedina


    Full Text Available Objective: In the narrowest sense job satisfaction is related with positive, emotional attachment of an individual to work. Greater number of researches consider that the job satisfaction include greater number of factors. On the other side the results of several studies show that there is a tendency towards higher positive correlations between different factors of job satisfaction suggesting the existence of one general factor towards work environment. Aim: The aim of the study was to determine the correlation between neoroticism and job satisfaction of teachers. Socio-demographics characzeristisc were also compared. Material and Method: The study included 90 teachers, 44 (48,89% male and 46 (51,11% female, of primary school in Novi Pazar. The degree of neuroticism was measured using the test of general neuroticism, Cornell index, and job satisfaction using Questionnaire to test satisfaction with workplace and organization. Results: The obtained results show that there is moderate connection between neoroticism and job satisfaction. On the test of neuroticism, men showed far greater degree of neuroticism, both men and women showed the same degree of job satisfaction. On the CI-N4 test the older employees showed the higher degree of neuroticism than younger employees. Conclusion: It was discovered that there is a positive correlation between neuroticism and job satisfaction s, in other words, as the person is more satisfied with job, neurotic symptoms are more expressed.


    Directory of Open Access Journals (Sweden)

    Numanovic Almedina


    Full Text Available Objective: In the narrowest sense job satisfaction is related with positive, emotional attachment of an individual to work. Greater number of researches consider that the job satisfaction include greater number of factors. On the other side the results of several studies show that there is a tendency towards higher positive correlations between different factors of job satisfaction suggesting the existence of one general factor towards work environment. Aim: The aim of the study was to determine the correlation between neoroticism and job satisfaction of teachers. Socio-demographics characzeristisc were also compared. Material andMethod: The study included 90 teachers, 44 (48,89% male and 46 (51,11% female, of primary school in Novi Pazar. The degree of neuroticism was measured using the test of general neuroticism, Cornell index, and job satisfaction using Questionnaire to test satisfaction with workplace and organization. Results: The obtained results show that there is moderate connection between neoroticism and job satisfaction. On the test of neuroticism, men showed far greater degree of neuroticism, both men and women showed the same degree of job satisfaction. On the CI-N4 test the older employees showed the higher degree of neuroticism than younger employees. Conclusion: It was discovered that there is a positive correlation between neuroticism and job satisfactions, in other words, as the person is more satisfied with job, neurotic symptoms are more expressed.

  18. Comparison of communication skills between trained and untrained students using a culturally sensitive nurse-client communication guideline in Indonesia. (United States)

    Claramita, Mora; Tuah, Rodianson; Riskione, Patricia; Prabandari, Yayi Suryo; Effendy, Christantie


    A communication guideline that is sensitive to the local culture is influential in the process of nursing care. The Gadjah Mada nurse-client communication guideline, the "Ready-Greet-Invite-Discuss," was meant (1) to strengthen the relationship between the nurse and the client despite of socio-culturally hierarchical gap between health providers and clients in Indonesian context, (2) to provide attention to the unspoken concerns especially in the context of indirect communication which mostly using non-verbal signs and politeness etiquettes, and (3) to initiate dialog in the society which hold a more community-oriented decision making. Our aim is to compare the communication skills of nursing students who had and had not received a training using a culture-sensitive Gadjah Mada nurse-client communication guideline. This was a quasi experimental randomized control study to the fifth semester students of a nursing school at Yogyakarta, Indonesia. The intervention group was trained by the Gadjah Mada nurse-client communication guideline. Both intervention and the control group had learned general nurse-client communication guidelines. The training was 4h with role-plays, supportive information and feedback sessions. An objective-structured clinical examination (OSCE) was conducted 1week after the training, in seven stations, with seven simulated clients. Observers judged the communication skills of the students using a checklist of 5-point Likert scale, whereas simulated clients judged their satisfaction using 4-point Likert scale represented in colorful ribbons. There were significant mean differences in each domain of communication guideline observed between the trained and the control groups as judged by the teachers (p≤0.05) and simulated clients. Training using a culture-sensitive communication skills guideline could improve the communication skills of the nursing students and may increase satisfaction of the clients. Copyright © 2015 Elsevier Ltd. All rights

  19. The Relationship between Therapeutic Alliance and Service User Satisfaction in Mental Health Inpatient Wards and Crisis House Alternatives: A Cross-Sectional Study (United States)

    Sweeney, Angela; Fahmy, Sarah; Nolan, Fiona; Morant, Nicola; Fox, Zoe; Lloyd-Evans, Brynmor; Osborn, David; Burgess, Emma; Gilburt, Helen; McCabe, Rosemarie; Slade, Mike; Johnson, Sonia


    Background Poor service user experiences are often reported on mental health inpatient wards. Crisis houses are an alternative, but evidence is limited. This paper investigates therapeutic alliances in acute wards and crisis houses, exploring how far stronger therapeutic alliance may underlie greater client satisfaction in crisis houses. Methods and Findings Mixed methods were used. In the quantitative component, 108 crisis house and 247 acute ward service users responded to measures of satisfaction, therapeutic relationships, informal peer support, recovery and negative events experienced during the admission. Linear regressions were conducted to estimate the association between service setting and measures, and to model the factors associated with satisfaction. Qualitative interviews exploring therapeutic alliances were conducted with service users and staff in each setting and analysed thematically. Results We found that therapeutic alliances, service user satisfaction and informal peer support were greater in crisis houses than on acute wards, whilst self-rated recovery and numbers of negative events were lower. Adjusted multivariable analyses suggest that therapeutic relationships, informal peer support and negative experiences related to staff may be important factors in accounting for greater satisfaction in crisis houses. Qualitative results suggest factors that influence therapeutic alliances include service user perceptions of basic human qualities such as kindness and empathy in staff and, at service level, the extent of loss of liberty and autonomy. Conclusions and Implications We found that service users experience better therapeutic relationships and higher satisfaction in crisis houses compared to acute wards, although we cannot exclude the possibility that differences in service user characteristics contribute to this. This finding provides some support for the expansion of crisis house provision. Further research is needed to investigate why acute

  20. Four different types of client attitudes towards purchasing spectacles in optometric practice (United States)

    Fylan, Fiona; Grunfeld, Elizabeth A; Turvey, Andrew; Desallais, Jacques


    Abstract Background  Unmet expectations are a major cause of client dissatisfaction, yet very little is known about the expectations and health values that clients in optometry practice hold about having an eye examination and purchasing spectacles. This study identified different attitudes and behaviours held by presbyope clients in optometric practices. Method  A total of 158 presbyope clients, recruited from 14 practices, completed a questionnaire which was developed from the theory of planned behaviour. The questionnaire examined attitudes towards spectacles and visiting the optician, motivation to visit the optician, perceptions of barriers to attending the opticians, information requirements, and preferences for shared decision‐making. Responses were analysed using principal components analysis. Results and Conclusions  Four factors were identified, which were labelled style, vision, avoiding and seeking. Style is concerned with the importance of appearing fashionable or stylish, and desiring approval from others. Vision relates to clients’ attitudes towards obtaining clear vision and to maintaining healthy eyesight. Avoiding describes the perceived difficulties associated with visiting the optician and purchasing new spectacles. Seeking corresponds to the desire for information on the technical details of lenses. Practitioners could use these characteristics to tailor information to meet the needs and address the expectations of individual clients. This may make the information provided more personally relevant, and could enhance client satisfaction. PMID:15713167

  1. Growth curves of clients' emotional experience and their association with emotion regulation and symptoms. (United States)

    Fisher, Hadar; Atzil-Slonim, Dana; Bar-Kalifa, Eran; Rafaeli, Eshkol; Peri, Tuvia


    Emotional experience during psychotherapy is considered a core mechanism of change. Yet the sheer experience itself may not necessarily be beneficial; instead, the trajectories of emotional experience need to be explored as possible predictors of treatment outcomes. This study investigated whether clients' pre-treatment levels of emotion regulation and symptoms predicted patterns of session-to-session change in emotional experience. We also explored which patterns better predict clients' improvement in emotion regulation and symptoms from pre- to post treatment. One-hundred and seven clients undergoing psychodynamic psychotherapy completed questionnaires on their symptoms and emotion regulation at pre- and post- treatment. They also reported their level of emotional experience at the end of each session. Pre-treatment symptoms and difficulties in emotion regulation predicted greater instability in emotional experience. Higher mean levels of emotional experience during treatment were associated with an improvement in emotion regulation, and greater stability during treatment was associated with improvement in emotion regulation and symptoms. These findings lend weight to the idea that experiencing emotion in the therapeutic environment has significant implications for clients' ability to manage their emotions outside the session. However, emotions experienced in an unstable manner within therapy are associated with poorer outcomes. Clinical and methodological significance of this article: Therapists can benefit from observing the patterns and not only the level of their clients' emotional experiences. The identification of clients' difficulties early in treatment may help therapists guide clients through the delicate process of carefully attending to their emotions.

  2. Uncovering client retention antecedents in service organizations

    Directory of Open Access Journals (Sweden)

    Mari Jansen van Rensburg


    Full Text Available This paper develops a multi-dimensional model of retention to provide a more complete and integrated view of client retention and its determinants in service contexts. To uncover the antecedents of client retention, social and economic exchanges were reviewed under the fundamental ideas of the Social Exchange Theory. Findings from a survey of senior South African advertising executives suggest that client retention is the result of evaluative as well as relational factors that can influence client responses. Despite contractual obligations, advertisers are willing to pay the costs and make the sacrifices of switching should their expectations be unmet. An important contribution of this study is the use of multi-item scales to measure retention. The model developed provides valuable insight to agencies on client retention management and the optimal allocation of resources for maximum customer equity. This model may also be applied to other service organisations to provide insight to client retention.

  3. Qualidade de vida de clientes pós-infarto agudo do miocárdio Calidad de vida de los clientes pós-infarto agudo del miocardio Client's quality of life after myocardial infarction

    Directory of Open Access Journals (Sweden)

    Joselany Afio Caetano


    clients selected by search in medical records of a cardiac unit, which let us to identify and locate these clients, admitted in the year 2004. For the data collection was used the Quality of Life Scale of Flanagan and the statistic with standard deviation treatment. The results showed a bigger index of answers in the "indifferent" to "little satisfaction" levels in their quality of life. The interpersonal relation showed the higher index of satisfaction, against the physical and material wellness, with the lowest index of satisfaction. It was concluded that the client's quality of life evaluation that suffered myocardial infarction is compromised, witch comes to confirm other previous studies that was carried trough.

  4. Do client fees help or hurt? (United States)

    Barnett, B


    This article discusses the impact of client fees for family planning (FP) services on cost recovery and level of user services in developing countries. The UN Population Fund reports that developing country governments currently pay 75% of the costs of FP programs. Donors contribute 15%, and clients pay 10%. Current pressures are on FP services to broaden and improve their scope, while user demand is increasing. Program managers should consider the program's need for funds and the clients' willingness to pay. Clients are willing to pay about 1% of their income for contraception. A study of sterilization acceptance in Mexico finds that the average monthly case load declined by 10% after the 1st price increase from $43 to $55 and declined by 58% after the 2nd price increase to $60. Fewer low-income clients requested sterilization. A CEMOPLAF study in Ecuador finds that in three price increase situations the number of clients seeking services declined, but the economic mix of clients remained about the same. The decline was 20% in the group with a 20% price increase and 26% in the 40% increase group. In setting fees, the first need is to determine unit costs. The Futures Group International recommends considering political, regulatory, and institutional constraints for charging fees; priorities for revenue use; protection for poor clients; and monitoring of money collection and expenditure. Management Sciences for Health emphasizes consideration of the reasons for collection of fees, client affordability, and client perception of quality issues. Sliding scales can be used to protect poor clients. Charging fees for laboratory services can subsidize poor clients. A Bangladesh program operated a restaurant and catering service in order to subsidize FP services. Colombia's PROFAMILIA sells medical and surgical services and a social marketing program in order to expand clinics.

  5. perception and satisfaction with quality of antenatal care services ...

    African Journals Online (AJOL)

    of this new focus, measurement of customer satisfaction has become equally important in assessing ... Objectives: This study evaluated clients' perception of antenatal care quality at the University College Hospital (UCH), ..... National Health Insurance Scheme (NHIS), waivers for staff of the UCH and for People Living with.

  6. The X-Files: Investigating Alien Performance in a Thin-client World


    Gunther, Neil J.


    Many scientific applications use the X11 window environment; an open source windows GUI standard employing a client/server architecture. X11 promotes: distributed computing, thin-client functionality, cheap desktop displays, compatibility with heterogeneous servers, remote services and administration, and greater maturity than newer web technologies. This paper details the author's investigations into close encounters with alien performance in X11-based seismic applications running on a 200-n...

  7. Measurement of patient satisfaction with community pharmacy services: a review. (United States)

    Naik Panvelkar, Pradnya; Saini, Bandana; Armour, Carol


    The aim of this review is to conduct an in-depth analysis of the available literature in order to identify and evaluate studies measuring patient satisfaction with pharmacy services delivered by pharmacists in a community setting. An extensive literature search was conducted in five databases (Medline, Scopus, Embase, Psychinfo, International Pharmaceutical Abstracts) using the search terms "patient/client/consumer satisfaction" AND "community pharmacy/pharmacies" AND "pharmacy service/pharmaceutical services/pharmacy program/intervention/intervention studies". Only those articles where the main focus was measuring patient satisfaction with services delivered in community pharmacies were included in the review. Patient satisfaction was explored with three different levels of pharmacy services -- general services, intervention services and cognitive services. Twenty-four articles measuring patient satisfaction with community pharmacy services were retrieved. Of these, eleven measured patient satisfaction with general services, six measured satisfaction with intervention services and seven measured satisfaction with cognitive services. The majority of studies reviewed had adopted and measured satisfaction as a multidimensional construct. None of the studies reviewed tested any theoretical models of satisfaction. Further a lack of consistent instruments measuring patient satisfaction was observed, with most of the reviewed studies using self developed, non-validated or ad hoc instruments with items from various previously published papers. The review also observed high levels of patient satisfaction with pharmacy services be they general, intervention or cognitive services. This review found that patient satisfaction has been measured within the community pharmacy context to a certain degree. Further research is needed to develop and test instruments based on theoretical frameworks, to test satisfaction pre and post hoc and in well designed randomized controlled


    Directory of Open Access Journals (Sweden)

    Richki Hardi


    Full Text Available The era of globalization is included era where the komputer virus has been growing rapidly, not only of mere academic research but has become a common problem for komputer users in the world. The effect of this loss is increasingly becoming the widespread use of the Internet as a global communication line between komputer users around the world, based on the results of the survey CSI / FB. Along with the progress, komputer viruses undergo some evolution in shape, characteristics and distribution medium such as Worms, Spyware Trojan horse and program Malcodelain. Through the development of server-based antivirus clien then the user can easily determine the behavior of viruses and worms, knowing what part of an operating system that is being attacked by viruses and worms, making itself a development of network-based antivirus client server and can also be relied upon as an engine fast and reliable scanner to recognize the virus and saving in memory management.

  9. Caseworker Behavior and Clients' Employability

    DEFF Research Database (Denmark)

    Weatherall, Cecilie Dohlmann; Markwardt, Kristoffer

    experience, economic environment, and rules and restrictions with respect to active labor market policies. A few studies show that organizational structures and managerial organization within the unemployment offices also influence the employability of unemployed clients. But until now, no studies have...... empirically looked at the link between caseworker behavior and clients’ employability. A very rich survey dataset on caseworker behavior combined with informative panel data on the caseworker’s client—the unemployed—makes it possible to study the link between caseworker behavior and clients’ job possibilities....... Results show that there is a relationship between caseworker behavior and employment among the unemployed. Especially the employability among the insured unemployed is related to the concepts of coping, and professional distance....

  10. Job satisfaction among a multigenerational nursing workforce. (United States)

    Wilson, Barbara; Squires, Mae; Widger, Kimberley; Cranley, Lisa; Tourangeau, Ann


    To explore generational differences in job satisfaction. Effective retention strategies are required to mitigate the international nursing shortage. Job satisfaction, a strong and consistent predictor of retention, may differ across generations. Understanding job satisfaction generational differences may lead to increasing clarity about generation-specific retention approaches. The Ontario Nurse Survey collected data from 6541 Registered Nurses. Participants were categorized as Baby Boomer, Generation X or Generation Y based on birth year. Multivariate analysis of variance explored generational differences for overall and specific satisfaction components. In overall job satisfaction and five specific satisfaction components, Baby Boomers were significantly more satisfied than Generations X and Y. It is imperative to improve job satisfaction for younger generations of nurses. Strategies to improve job satisfaction for younger generations of nurses may include creating a shared governance framework where nurses are empowered to make decisions. Implementing shared governance, through nurse-led unit-based councils, may lead to greater job satisfaction, particularly for younger nurses. Opportunities to self schedule or job share may be other potential approaches to increase job satisfaction, especially for younger generations of nurses. Another potential strategy would be to aggressively provide and support education and career-development opportunities.

  11. Client-Oriented Approach: Forming the System of Management of the Bank Relations with Clients


    Zavadska Diana V.


    The aim of the article is to develop the theoretical principles of forming the bank relations with clients as part of the client-oriented strategy implementation. As a result of the conducted research there has been presented the definition of client-orientation, mechanism and system of management. The system of management of the bank relations with clients, the purpose and objectives of its formation have been substantiated. The hierarchy of subjects of forming and managing the process...

  12. The Impact of Client Expertise, Client Gender and Auditor Gender on Auditors' Judgments

    NARCIS (Netherlands)

    A.H. Gold-Nöteberg (Anna); J.E. Hunton (James); M.I. Gomaa (Mohamed)


    textabstractThe purpose of the current study is to assess the extent to which auditors’ judgments are affected by client expertise, client gender and auditor gender. Prior audit research suggests that auditors place more weight on evidence received from clients who possess higher, relative to

  13. A client-centred, occupation-based occupational therapy programme for adults with psychiatric diagnoses. (United States)

    Schindler, Victoria P


    The purpose of this study was to assess the effectiveness of a client-centred, occupation-based occupational therapy programme for individuals with psychiatric diagnoses. The study took place in a college campus. A pre-test/post-test design was used. There were 38 participants which included college students and community members who desired to attend college, work and/or address life skill goals. The Canadian Occupational Performance Measure (COPM) was used as a pre- and post-test measure. Goals were based on problems identified in the COPM, reflected academic, vocational, life skill, and leisure goals, and were systematically addressed weekly through activities developed by the participant and a graduate occupational therapy student who acted as a mentor. The Participant Overall Satisfaction Scale was completed by each participant. A case study was used to describe the programme in more depth. The results support that the client-centred, occupation-based occupational therapy programme increased client scores on satisfaction and performance of occupational performance problems identified on the COPM. Further research is recommended to explore how client-centred occupational therapy programmes can be effective in improving academic, vocational and life skill goals. Copyright 2010 John Wiley & Sons, Ltd.

  14. Height, Relationship Satisfaction, Jealousy, and Mate Retention

    Directory of Open Access Journals (Sweden)

    Gayle Brewer


    Full Text Available Male height is associated with high mate value. In particular, tall men are perceived as more attractive, dominant and of a higher status than shorter rivals, resulting in a greater lifetime reproductive success. Female infidelity and relationship dissolution may therefore present a greater risk to short men. It was predicted that tall men would report greater relationship satisfaction and lower jealousy and mate retention behavior than short men. Ninety eight heterosexual men in a current romantic relationship completed a questionnaire. Both linear and quadratic relationships were found between male height and relationship satisfaction, cognitive and behavioral jealousy. Tall men reported greater relationship satisfaction and lower levels of cognitive or behavioral jealousy than short men. In addition, linear and quadratic relationships were found between male height and a number of mate retention behaviors. Tall and short men engaged in different mate retention behaviors. These findings are consistent with previous research conducted in this area detailing the greater attractiveness of tall men.

  15. Writing about Clients: Ethical Considerations and Options (United States)

    Sperry, Len; Pies, Ronald


    Today, the decision to prepare clinical case material for publication is a decision that cannot be taken lightly. The decision involves reviewing ethical considerations and choosing among various options to safeguard client privacy. Such options include seeking the client's permission, disguising case material, and developing composite case…

  16. Client's constraining factors to construction project management ...

    African Journals Online (AJOL)

    This study analyzed client's related factors that constrain project management success of public and private sector construction in Nigeria. Issues that concern clients in any project can not be undermined as they are the owners and the initiators of project proposals. It is assumed that success, failure or abandonment of ...

  17. On Being "Attractive" With Resistant Clients. (United States)

    Miller, Mark J.; Wells, Don


    Calls client resistance a frequent occurrence within the helping profession. Defines client resistance, provides a brief review of related literature, and offers counselor attractiveness as one way of addressing the issue. Identifies attractive counselor behaviors and attitudes and presents case study illustrating specific attractive counselor…

  18. Improving UK client-contractor relations

    International Nuclear Information System (INIS)

    Brant, A.W.


    The client's aim in any decommissioning project is that the originally intended end point is achieved, within budget and on time. The contractor's aim is to have a satisfied client, so that both are happy to work together again, and to have a reasonable return for his efforts. How can these - not incompatible - aims best be achieved? (UK)

  19. Training Therapists about Client Expectations of Psychotherapy. (United States)

    Soley, Georgia; Marshall, Renee; Chambliss, Catherine

    Research has indicated that premature termination of therapy is sometimes due to a conflict in goal and outcome expectations between therapists and family members of clients. The present study requested both therapists and parents of child clients to complete questionnaires to determine if there is congruence between therapist and parental…

  20. Chaperone-client complexes: A dynamic liaison (United States)

    Hiller, Sebastian; Burmann, Björn M.


    Living cells contain molecular chaperones that are organized in intricate networks to surveil protein homeostasis by avoiding polypeptide misfolding, aggregation, and the generation of toxic species. In addition, cellular chaperones also fulfill a multitude of alternative functionalities: transport of clients towards a target location, help them fold, unfold misfolded species, resolve aggregates, or deliver clients towards proteolysis machineries. Until recently, the only available source of atomic resolution information for virtually all chaperones were crystal structures of their client-free, apo-forms. These structures were unable to explain details of the functional mechanisms underlying chaperone-client interactions. The difficulties to crystallize chaperones in complexes with clients arise from their highly dynamic nature, making solution NMR spectroscopy the method of choice for their study. With the advent of advanced solution NMR techniques, in the past few years a substantial number of structural and functional studies on chaperone-client complexes have been resolved, allowing unique insight into the chaperone-client interaction. This review summarizes the recent insights provided by advanced high-resolution NMR-spectroscopy to understand chaperone-client interaction mechanisms at the atomic scale.

  1. Can retail banking clients' attrition be managed?

    Directory of Open Access Journals (Sweden)

    Agaliotis Konstantinos


    Full Text Available The rurrο_e of all banks across the universe is to satisfy their clients' necessities. One of the predominant impacts of the last few years' financial crisis in Europe was the way in which customers interact with their banks. The theory of 'main bank' is not any more the case as clients' trust toward banks fades away together with their loyalty. Nowadays, it is necessary for banks to segment their clientele data base, and target the most profitable clients. The retention strategy of each financial institution becomes more and more important as the value of each retained customer is disproportional to the cost of acquiring a new one. The main findings of the subject retail banking clients' retention policy analysis prove that clients of different lifetime value have different propensity to defect. At the same time, the ability of a bank to retain a potential defector does not depend directly on satisfying the defection reason. Many of the various bank counter offers which do not directly satisfy the reason that a client refers to as the 'defection' one, are enough in order to retain a client. Equally important to the identification of clients' behavioural patterns is the use of the subject findings on behalf of the retail oriented banks in order to predict accurately the cost of future defection, as well as, to incorporate one more measurable parameter in their credit risk scorecards i.e. the intention to increase credit exposure.

  2. Experiential Interventions for Clients with Genital Herpes. (United States)

    Cummings, Anne L.


    Explores potential benefits of incorporating concepts and interventions from experimental therapy to help clients with psychosocial difficulties in learning to live with genital herpes. Recommends experimental counseling of two-chair dialog, empty chair, and metaphor for helping clients with emotional sequelae of genital herpes. Presents case…

  3. Organizational and Client Commitment among Contracted Employees (United States)

    Coyle-Shapiro, Jacqueline A-M.; Morrow, Paula C.


    This study examines affective commitment to employing and client organizations among long-term contracted employees, a new and growing employment classification. Drawing on organizational commitment and social exchange literatures, we propose two categories of antecedents of employee commitment to client organizations. We tested our hypotheses…

  4. Impact of the World Health Organization's Decision-Making Tool for Family Planning Clients and Providers on the quality of family planning services in Iran. (United States)

    Farrokh-Eslamlou, Hamidreza; Aghlmand, Siamak; Eslami, Mohammad; Homer, Caroline S E


    We investigated whether use of the World Health Organization's (WHO's) Decision-Making Tool (DMT) for Family Planning Clients and Providers would improve the process and outcome quality indicators of family planning (FP) services in Iran. The DMT was adapted for the Iranian setting. The study evaluated 24 FP quality key indicators grouped into two main areas, namely process and outcome. The tool was implemented in 52 urban and rural public health facilities in four selected and representative provinces of Iran. A pre-post methodology was undertaken to examine whether use of the tool improved the quality of FP services and client satisfaction with the services. Quantitative data were collected through observations of counselling and exit interviews with clients using structured questionnaires. Different numbers of FP clients were recruited during the baseline and the post-intervention rounds (n=448 vs 547, respectively). The DMT improved many client-provider interaction indicators, including verbal and non-verbal communication (p<0.05). The tool also impacted positively on the client's choice of contraceptive method, providers' technical competence, and quality of information provided to clients (p<0.05). Use of the tool improved the clients' satisfaction with FP services (from 72% to 99%; p<0.05). The adapted WHO's DMT has the potential to improve the quality of FP services.

  5. 31 CFR 10.28 - Return of client's records. (United States)


    ... 31 Money and Finance: Treasury 1 2010-07-01 2010-07-01 false Return of client's records. 10.28... § 10.28 Return of client's records. (a) In general, a practitioner must, at the request of a client, promptly return any and all records of the client that are necessary for the client to comply with his or...

  6. 42 CFR 483.420 - Condition of participation: Client protections. (United States)


    ... 42 Public Health 5 2010-10-01 2010-10-01 false Condition of participation: Client protections. 483... Condition of participation: Client protections. (a) Standard: Protection of clients' rights. The facility must ensure the rights of all clients. Therefore, the facility must— (1) Inform each client, parent (if...

  7. 49 CFR 1103.23 - Confidences of a client. (United States)


    ... 49 Transportation 8 2010-10-01 2010-10-01 false Confidences of a client. 1103.23 Section 1103.23... Responsibilities Toward A Client § 1103.23 Confidences of a client. (a) The practitioner's duty to preserve his client's confidence outlasts the practitioner's employment by the client, and this duty extends to the...

  8. Parenthood and Life Satisfaction in Germany

    Directory of Open Access Journals (Sweden)

    Matthias Pollmann-Schult


    Full Text Available This article examines the association between parenthood and life satisfaction. It focuses on the question to which extent parental life satisfaction is influenced by individual and familial context. The empirical study is based on the data from the first wave of the German Family Panel (pairfam. All in all, the analyses show that although parents are less satisfied with their leisure time, their social contacts and their relationship, they are nonetheless more satisfied with their life in general than their childless peers. Increased life satisfaction is observed in particular in the first years following the birth of a child. The satisfaction of parents is, however, dependent upon different contextual factors. Parents in the medium and higher income ranges report a comparatively high degree of life satisfaction, whereas only a weak association is observed between parenthood and life satisfaction among low-income persons. Moreover, the life satisfaction of mothers, but not of fathers, varies with their employment status. For instance, only non-employed and part-time employed mothers report a greater life satisfaction than childless women. Finally, fathers whose family formation was presumably unplanned record no higher level of satisfaction than men without children.

  9. Couple communication, emotional and sexual intimacy, and relationship satisfaction. (United States)

    Yoo, Hana; Bartle-Haring, Suzanne; Day, Randal D; Gangamma, Rashmi


    Emotional and sexual aspects of intimacy in romantic relationships are important correlates of couples' relationship satisfaction. However, few studies have examined the effect of emotional and sexual aspects of intimacy on relationship satisfaction within the context of the interpersonal relationship processes. In addition, the association between emotional and sexual aspects of intimacy remains unclear. With a sample of 335 married couples from the Flourishing Families Project, the authors examined the associations between couple communication, emotional intimacy, sexual satisfaction, and relationship satisfaction, using the couple as the unit of analysis. The results of path analysis suggested that sexual satisfaction significantly predicted emotional intimacy for husbands and wives, while emotional intimacy did not appear to have a significant influence on sexual satisfaction. Further, mediation associations were suggested within as well as between spouses. Within spouses (for each spouse), emotional intimacy and sexual satisfaction mediated the association between spouses' appraisal of their partners' communication and their own relationship satisfaction. Gender differences were revealed in terms of how a spouse's perception of sexual satisfaction is associated with his or her partner's relationship satisfaction. In this study, although wives' relationship satisfaction was not associated with their husbands' sexual satisfaction, husbands tended to report high levels of relationship satisfaction when their wives reported greater sexual satisfaction. Findings suggest that both components of intimacy--emotional and sexual--should be comprehensively addressed in research and clinical work with couples.

  10. Xerostomia among older home care clients. (United States)

    Viljakainen, Sari; Nykänen, Irma; Ahonen, Riitta; Komulainen, Kaija; Suominen, Anna Liisa; Hartikainen, Sirpa; Tiihonen, Miia


    The purpose of this study was to examine drug use and other factors associated with xerostomia in home care clients aged 75 years or older. The study sample included 270 home care clients aged ≥75 years living in Eastern and Central Finland. The home care clients underwent in-home interviews carried out by trained home care nurses, nutritionists, dental hygienists and pharmacists. The collected data contained information on sociodemographic factors, health and oral health status, drug use, depressive symptoms (GDS-15), cognitive functioning (MMSE), functional ability (Barthel Index, IADL) and nutrition (MNA). The primary outcome was xerostomia status (never, occasionally or continuously). Among the home care clients, 56% (n = 150) suffered from xerostomia. Persons with continuous xerostomia used more drugs and had more depressive symptoms and a higher number of comorbidities than other home care clients. In multivariate analyses, excessive polypharmacy (OR = 1.83, 95% Cl 1.08-3.10) and depressive symptoms (OR = 1.12, 95% Cl 1.03-1.22) were associated with xerostomia. Xerostomia is a common problem among old home care clients. Excessive polypharmacy, use of particular drug groups and depressive symptoms were associated with xerostomia. The findings support the importance of a multidisciplinary approach in the care of older home care clients. © 2016 John Wiley & Sons A/S. Published by John Wiley & Sons Ltd.

  11. Evaluating healing for cancer in a community setting from the perspective of clients and healers: a pilot study. (United States)

    Vaghela, C; Robinson, N; Gore, J; Peace, B; Lorenc, A


    The real-life practice of 'healing' for cancer in the community as perceived by clients and healers was investigated in a multi-method pilot study. Fifteen clients received six weekly healing sessions. Pre- and post-changes in perception towards well-being and client experience were assessed by EuroQol (EQ-5D), measure yourself concerns and well-being (MYCaW) and a client satisfaction tool. Qualitative methods, including focus groups, explored the perceived effects of healing in more depth and the participants' experience of taking part in research. The study was not designed to test the effect of healing on disease. Quantitative data showed perceived significant improvements in 'concerns/problems' for which clients wanted help (pquantitative improvements to healing itself. Despite some concerns, healers and clients engaged fully with the research process, and were enthusiastic about the importance of research into healing. Our study suggests that, while there are some confounding issues and study limitations to address, clients and healers perceive healing to have a range of benefits, particularly in terms of coping with cancer, and regard it as a useful approach that can be applied in a community setting alongside conventional medicine.

  12. Client Involvement in Home Care Practice

    DEFF Research Database (Denmark)

    Glasdam, Stinne; Henriksen, Nina; Kjær, Lone


    , political and administrative frames that rule home- care practice. Client involvement is shown within four constructed analytical categories: ‘Structural conditions of providing and receiving home care’; ‘Client involvement inside the home: performing a professional task and living an everyday life......’; ‘Client involvement outside the home: liberal business and mutual goal setting’; and ‘Converting a home to a working place: refurnishing a life’. The meaning of involvement is depending on which position it is viewed from. On the basis of this analysis, we raise the question of the extent to which...

  13. Fractures of the greater trochanter following total hip replacement. (United States)

    Brun, Ole-Christian L; Maansson, Lukas


    We studied the incidence of greater trochanteric fractures at our department following THR. In all we examined 911 patients retrospectively and found the occurance of a greater trochanteric fracture to be 3%. Patients with fractures had significantly poorer outcome on Oxford Hip score, Pain VAS, Satisfaction VAS and EQ-5D compared to THR without fractures. Greater trochanteric fracture following THR is one of the most common complications following THR. It has previously been thought to have little impact on the overall outcome following THR, but our study suggests otherwise.

  14. Client and clinician-rated characteristics of problem gamblers with and without history of gambling-related illegal behaviors. (United States)

    Ellis, Jennifer D; Lister, Jamey J; Struble, Cara A; Cairncross, Molly; Carr, Meagan M; Ledgerwood, David M


    Individuals with gambling disorder are at an elevated risk for engaging in gambling-related illegal behaviors. The present study examined client (N = 88) and clinician ratings (N = 30) of client characteristics associated with a history of gambling-related illegal behaviors. We also examined client characteristics associated with history of arrest for a gambling-related crime. Gambling-related illegal behaviors and arrest were common (57.3% and 23.9%, respectively) in the present sample. Clients of younger age, and those with greater gambling-related financial consequences, lifetime alcohol problems, impulsivity, mood symptoms, and daily living role difficulties were more likely to report gambling-related illegal behaviors. Clients who had been arrested for a gambling-related crime were more likely to report daily living and role functioning difficulties and lifetime alcohol problems. Clinicians rated clients with a history of gambling-related illegal behaviors and/or gambling-related arrests as more impulsive, and clinicians also endorsed higher rates of treatment failure among these clients. Both client and clinician report suggested that clients with a history of illegal behaviors may have a variety of comorbid problems that may be a focus of clinical intervention. Copyright © 2018 Elsevier Ltd. All rights reserved.

  15. Caring for Clients and Families With Anxiety

    Directory of Open Access Journals (Sweden)

    Noriko Yamamoto-Mitani


    Full Text Available This study elucidated Japanese home care nurses’ experiences of supporting clients and families with anxiety. We interviewed 10 registered nurses working in home care agencies and analyzed the data using grounded theory to derive categories pertaining to the nurses’ experiences of providing care. We conceptualized nurses’ approaches to caring for anxiety into three categories: First, they attempted to reach out for anxiety even when the client/family did not make it explicit; second, they tried to alter the outlook of the situation; and third, they created comfort in the lives of the client/family. The conceptualizations of nurses’ strategies to alleviate client/family anxiety may reflect Japanese/Eastern cultural characteristics in communication and their view of the person and social care system, but these conceptualizations may also inform the practice of Western nurses by increasing awareness of skills they may also have and use.

  16. Client's Constraining Factors to Construction Project Management

    African Journals Online (AJOL)

    factors as a significant system that constrains project management success of public and ... finance for the project and prompt payment for work executed; clients .... consideration of the loading patterns of these variables, the major factor is ...

  17. Toward Healthy Family Breathing: client survey

    National Research Council Canada - National Science Library

    Kaloti, Jiti; Naylor, P.J


    .... A secondary purpose was to measure clients behaviours and attitudes to add to the knowledge about how different types of perinatal workers can best assist pregnant and parenting women who smoke...

  18. Homebased rehabilitation: Physiotherapy student and client perspectives

    Directory of Open Access Journals (Sweden)

    Dianne Parris


    Full Text Available Background. Home-based rehabilitation (HBR in under-resourced areas in a primary healthcare (PHC context exposes students to the real-life situations of their clients. There is a scarcity of literature on student and client experiences of HBR in the physiotherapy context. Increased knowledge of HBR could result in an enhanced experience for both student and client. This study sought to discover the perceptions of final-year physiotherapy students and their clients relating to their experiences of HBR during a PHC placement in a resource-constrained setting. Objectives. To explore the experiences and perceptions of physiotherapy students and their clients regarding HBR as part of clinical training in resource-constrained settings. To discover the barriers to and facilitators of effective HBR. Methods. An exploratory case study was performed. A qualitative phenomenological research design in the interpretivist paradigm was used. Semistructured interviews were conducted with clients (n=7 living in an under-resourced setting, who had received HBR from physiotherapy students. Paired interviews were conducted with final-year physiotherapy students (n=6 after their HBR placement. Results. Clients appreciated the students’ services; however, data revealed communication barriers and unmet expectations. Students reported struggling to adapt to the context, resulting in interventions not being sufficiently client-centred. They voiced a need for language competency and earlier exposure to such contexts. Conclusion. Exposure to real-life situations in under-resourced settings in HBR provides valuable situated and authentic learning opportunities for physiotherapy students. The experience can be useful in preparing graduates to address the needs of the populations they serve during community service.

  19. Variability modifies life satisfaction's association with mortality risk in older adults (United States)

    Boehm, Julia K.; Winning, Ashley; Segerstrom, Suzanne; Kubzansky, Laura D.


    Life satisfaction is associated with greater longevity, but its variability across time has not been examined relative to longevity. We investigated whether mean levels of life satisfaction across time, variability in life satisfaction across time, and their interaction were associated with mortality over 9 years of follow-up. Participants were 4,458 Australians initially ≥50 years old. During the follow-up, 546 people died. Adjusting for age, greater mean life satisfaction was associated with reduced risk and greater variability in life satisfaction was associated with increased risk of mortality. These findings were qualified by a significant interaction such that individuals with low mean satisfaction and high variability in satisfaction had the greatest risk of mortality over the follow-up period. In combination with mean levels of life satisfaction, variability in life satisfaction is relevant for mortality risk among older adults. Considering intraindividual variability provides additional insight into associations between psychological characteristics and health. PMID:26048888

  20. The Value Function with Life Satisfaction Data

    DEFF Research Database (Denmark)

    Kanninen, Ohto; Mahler, Daniel Gerszon


    evaluated with life satisfaction. We nd that the mapping from changes in earnings to life satisfaction mimics the predicted S-curve remarkably well when the reference point is generated from individuals' past earnings. This nding is robust to a large set of alternative specications. In congruence...... with experimental evidence, we nd that earnings losses have around 2 times greater impact on life satisfaction than earnings gains. We emphasize that the S-curve we nd need not be causal, since the changes in earnings were based on observational data. However, we can rule out that certain other factors produced...

  1. Clients' and therapists' stories about psychotherapy. (United States)

    Adler, Jonathan M


    This article provides an overview of the emerging field of research on clients' stories about their experiences in psychotherapy. The theory of narrative identity suggests that individuals construct stories about their lives in order to provide the self with a sense of purpose and unity. Psychotherapy stories serve both psychological functions. Focusing on the theme of agency as a vehicle for operationalizing purpose and coherence as a way of operationalizing unity, this article will describe the existing scholarship connecting psychotherapy stories to clients' psychological well-being. Results from cross-sectional qualitative and quantitative studies as well as longitudinal research indicate a connection between the stories clients tell about therapy and their psychological well-being, both over the course of treatment and after it is over. In addition, a preliminary analysis of therapists' stories about their clients' treatment is presented. These analyses reveal that the way therapists recount a particular client's therapy does not impact the relationships between clients' narratives and their improvement. The article concludes with a discussion of how this body of scholarship might be fruitfully applied in the realm of clinical practice. © 2012 Wiley Periodicals, Inc.

  2. Patient satisfaction with a hepatitis B vaccination programme among persons with an intellectual disability.

    LENUS (Irish Health Repository)

    Cooney, Fionnuala


    This article demonstrates that a patient satisfaction survey can be carried out to evaluate the acceptability of a hepatitis B vaccination programme among persons with an intellectual disability. In this exploratory study, involving six clients, 41 care staff and three managers of intellectual disability services, core themes were identified on the acceptability of the programme. The following recommendations are made: a respectful attitude should be shown to all clients by the healthcare providers; appropriate information about the programme should be provided that is tailored to the needs and receptive capability of all recipients and their carers; the intervention should be delivered in an environment, and by healthcare personnel, familiar to clients; carers should be attentive to the possibility of adverse effects; and explicit, ethically stringent policies should be in place on the use of physical restraint. The article makes suggestions regarding future work in assessing patient satisfaction among this client group.

  3. Factors Effecting Job Satisfaction Among Academic Staff

    Directory of Open Access Journals (Sweden)

    Nezih Dağdeviren


    Full Text Available Objective: In this paper, we aimed to investigate the job satisfaction levels of all the academic staff in Trakya University, along with their socioeconomic features.Material and Methods: We used a questionnaire including the Minnesota Satisfaction Questionnaire Short Form. Frequency tables, cross tabulations, Pearson Chi-square, Exact Chi-square, Kruskal-Wallis, Dunn’s Multiple Comparison and Chi-squared Automatic Interaction Detector (CHAID tests were used for statistical analysis.Results: The mean age of 560 participants was 33.86±7.33 years, of whom 47% (n=263 were female and 53% (n=297 male. Of the participants, the mean levels were 63.06±10.96 for general, 44.79±7.49 for intrinsic, and 18.27±4.64 for extrinsic job satisfaction. 85.4% of the academic staff (n=478 had a moderate level of satisfaction, whereas 14.6% (n=82 had a higher level. There was a significant relationship between income and job satisfaction levels. With the CHAID analysis, it was determined that job satisfaction had a relationship with age, educational status, total years of service and years of service in the current department. Conclusion: Job satisfaction can reflect the general emotional status of employees. It has a greater importance for the jobs that can affect the extraoccupational lives directly and require constant devotion. Employers should take some measures to increase job satisfaction in order to improve efficiency.

  4. Physician career satisfaction within specialties

    Directory of Open Access Journals (Sweden)

    Kravitz Richard L


    Full Text Available Abstract Background Specialty-specific data on career satisfaction may be useful for understanding physician workforce trends and for counseling medical students about career options. Methods We analyzed cross-sectional data from 6,590 physicians (response rate, 53% in Round 4 (2004-2005 of the Community Tracking Study Physician Survey. The dependent variable ranged from +1 to -1 and measured satisfaction and dissatisfaction with career. Forty-two specialties were analyzed with survey-adjusted linear regressions Results After adjusting for physician, practice, and community characteristics, the following specialties had significantly higher satisfaction levels than family medicine: pediatric emergency medicine (regression coefficient = 0.349; geriatric medicine (0.323; other pediatric subspecialties (0.270; neonatal/prenatal medicine (0.266; internal medicine and pediatrics (combined practice (0.250; pediatrics (0.250; dermatology (0.249;and child and adolescent psychiatry (0.203. The following specialties had significantly lower satisfaction levels than family medicine: neurological surgery (-0.707; pulmonary critical care medicine (-0.273; nephrology (-0.206; and obstetrics and gynecology (-0.188. We also found satisfaction was significantly and positively related to income and employment in a medical school but negatively associated with more than 50 work-hours per-week, being a full-owner of the practice, greater reliance on managed care revenue, and uncontrollable lifestyle. We observed no statistically significant gender differences and no differences between African-Americans and whites. Conclusion Career satisfaction varied across specialties. A number of stakeholders will likely be interested in these findings including physicians in specialties that rank high and low and students contemplating specialty. Our findings regarding "less satisfied" specialties should elicit concern from residency directors and policy makers since they

  5. Life satisfaction in people with post-traumatic stress disorder. (United States)

    Karatzias, Thanos; Chouliara, Zoë; Power, Kevin; Brown, Keith; Begum, Millia; McGoldrick, Therese; MacLean, Rory


    There is limited research on the association between post-traumatic stress disorder (PTSD) and life satisfaction in community samples. We set out to investigate levels of life satisfaction and its demographic, trauma related and clinical predictors in a sample of people with PTSD (n = 46). Participants completed a battery of standardised self-report measures including Satisfaction with Life Scale, the PTSD Checklist and The Hospital Anxiety and Depression Scale. Our results indicated that people with moderately severe PTSD in the community are likely to experience lower levels of life satisfaction compared with those with other psychiatric conditions or those without any diagnoses. Multivariate analysis revealed that marital status and trauma symptoms were the only significant predictors of life satisfaction. In specific, being married and presenting with less severe posttraumatic symptomatology were both significantly associated with higher levels of life satisfaction in people with PTSD. The strong association between traumatic symptomatology and life satisfaction may indicate that routine assessment for life satisfaction or similar positive constructs in people with PTSD, referred for psychological therapies might be useful. Information on positive psychology constructs may facilitate capitalising on clients' strengths and not just on pathology.

  6. Techniques for measuring customers’ satisfaction in Banks

    Directory of Open Access Journals (Sweden)

    Elena Lidia MELNIC


    Full Text Available The major concern of banks today is to recover and maintain customer trust. Customers need to feel that banks are considering their best interests. Customers are seeking for easy and personalized information. They want to better understand their financial situation and to control it. They want to know both the benefits, as well as the risks. Clients want to work with banks that are concerned about them and about their personal goals. However, only an attractive offer of banks is not the key to success today if is not supported by a superior service culture, that can make notable differentiation in the market. Many banks all over the world are systematically measuring how well they treat customers, identifying the factors shaping satisfaction, and changing operations and marketing as a result. Wise banks measure customer satisfaction regularly because it is one key to customer retention.

  7. Implementation and implication of total quality management on client- contractor relationship in residential projects (United States)

    Murali, Swetha; Ponmalar, V.


    To make innovation and continuous improvement as a norm, some traditional practices must become unlearnt. Change for growth and competitiveness are required for sustainability for any profitable business such as the construction industry. The leading companies are willing to implement Total Quality Management (TQM) principles, to realise potential advantages and improve growth and efficiency. Ironically, researches recollected quality as the most significant provider for competitive advantage in industrial leadership. The two objectives of this paper are 1) Identify TQM effectiveness in residential projects and 2) Identify the client satisfaction/dissatisfaction areas using Analytical Hierarchy Process (AHP) and suggest effective mitigate measures. Using statistical survey techniques like set of questionnaire survey, it is observed that total quality management was applied in some leading successful organization to an extent. The main attributes for quality achievement can be defined as teamwork and better communication with single agreed goal between client and contractor. Onsite safety is a paramount attribute in the identifying quality within the residential projects. It was noticed that the process based quality methods such as onsite safe working condition; safe management system and modern engineering process safety controls etc. as interlinked functions. Training and effective communication with all stakeholders on quality management principles is essential for effective quality work. Late Only through effective TQM principles companies can avoid some contract litigations with an increased client satisfaction Index.


    Directory of Open Access Journals (Sweden)

    Alem Čolaković


    Full Text Available Measurement of customer sastisfaction is an efficient tool to detect problems in SP (Services Provider and their relationship with customers. Based on this measurement a relationship between customer satisfaction and loyalty can be established. It can determine the influence of key parameters on the number of users of services. The parameters of customer satisfaction and loyalty are numerous and depend on the network (network quality of services parameters, the client (the perception, expectations, beliefs, etc., employees (implementation of activities, technological developments, organizational structure, etc. This paper aims to show the way to identify key indicators and their weighted factors that affect customer satisfaction. This paper intends to emphasize relationship between quality of services, customer perception and loyalty and to present a model for examining the key parameters that significantly influence customer satisfaction and how these parameters influence customer loyalty.

  9. Parents' global rating of mental health correlates with SF-36 scores and health services satisfaction. (United States)

    Mah, Jean K; Tough, Suzanne; Fung, Thomas; Douglas-England, Kathleen; Verhoef, Marja


    Patient satisfaction surveys are often used to measure quality of care. However, patient satisfaction may not be a reliable indicator of service quality because satisfaction can be influenced by clients' characteristics such as their health status. Parents of children attending a pediatric neurology clinic completed the Short Form Health Survey (SF-36) and global ratings of their physical and mental health. They also completed the Client Satisfaction Questionnaire (CSQ), the Measure of Processes of Care (MPOC), and the Family-Centered Care Survey (FCCS). 104 parents completed the survey. The correlation between the global rating of physical or mental health and their corresponding SF-36 scores was high. The majority (88%) of parents were satisfied, with a median CSQ score of 28 (IQR, 24 to 31) and a FCCS score of 4.7 (IQR, 4.2 to 4.9). Logistic regression identified parents' mental health as a significant predictor of client satisfaction (OR, 1.07; 95% CI, 1.01 to 1.14). Given the positive association between parents' mental health and satisfaction with care, it is important to consider mental status as a covariate in interpreting satisfaction surveys. Parents' global rating of mental health appears to be a reasonable indicator of their SF-36 mental scores.

  10. 32 CFR 776.4 - Attorney-client relationships. (United States)


    ... 32 National Defense 5 2010-07-01 2010-07-01 false Attorney-client relationships. 776.4 Section 776... General § 776.4 Attorney-client relationships. (a) The executive agency to which assigned (DON in most cases) is the client served by each covered USG attorney unless detailed to represent another client by...

  11. 31 CFR 10.21 - Knowledge of client's omission. (United States)


    ... 31 Money and Finance: Treasury 1 2010-07-01 2010-07-01 false Knowledge of client's omission. 10.21... § 10.21 Knowledge of client's omission. A practitioner who, having been retained by a client with respect to a matter administered by the Internal Revenue Service, knows that the client has not complied...

  12. 14 CFR 1261.317 - Attorney-client privilege. (United States)


    ... 14 Aeronautics and Space 5 2010-01-01 2010-01-01 false Attorney-client privilege. 1261.317 Section... Injury or Death-Accruing On or After January 18, 1967 § 1261.317 Attorney-client privilege. (a) Attorneys... traditional attorney-client relationship with the employee with respect to application of the attorney-client...

  13. 49 CFR 1103.22 - Restraining clients from improprieties. (United States)


    ... 49 Transportation 8 2010-10-01 2010-10-01 false Restraining clients from improprieties. 1103.22... Practitioner's Duties and Responsibilities Toward A Client § 1103.22 Restraining clients from improprieties. A practitioner should see that his clients act with the same restraint that the practitioner himself uses...

  14. 32 CFR 776.33 - Client under a disability. (United States)


    ... 32 National Defense 5 2010-07-01 2010-07-01 false Client under a disability. 776.33 Section 776.33... of Professional Conduct § 776.33 Client under a disability. (a) Client under a disability: (1) When a client's ability to make adequately considered decisions in connection with the representation is...

  15. 29 CFR 402.11 - Attorney-client communications exempted. (United States)


    ... 29 Labor 2 2010-07-01 2010-07-01 false Attorney-client communications exempted. 402.11 Section 402... LABOR-MANAGEMENT STANDARDS LABOR ORGANIZATION INFORMATION REPORTS § 402.11 Attorney-client... communicated to such attorney by any of his clients in the course of a legitimate attorney-client relationship. ...

  16. 32 CFR 776.28 - Conflict of interest: Former client. (United States)


    ... 32 National Defense 5 2010-07-01 2010-07-01 false Conflict of interest: Former client. 776.28... ADVOCATE GENERAL Rules of Professional Conduct § 776.28 Conflict of interest: Former client. (a) Conflict of interest: Former client. A covered attorney who has represented a client in a matter shall not...

  17. 29 CFR 404.5 - Attorney-client communications exempted. (United States)


    ... 29 Labor 2 2010-07-01 2010-07-01 false Attorney-client communications exempted. 404.5 Section 404... LABOR-MANAGEMENT STANDARDS LABOR ORGANIZATION OFFICER AND EMPLOYEE REPORTS § 404.5 Attorney-client... communicated to such attorney by any of his clients in the course of a legitimate attorney-client relationship. ...

  18. 29 CFR 403.9 - Attorney-client communications exempted. (United States)


    ... 29 Labor 2 2010-07-01 2010-07-01 false Attorney-client communications exempted. 403.9 Section 403... LABOR-MANAGEMENT STANDARDS LABOR ORGANIZATION ANNUAL FINANCIAL REPORTS § 403.9 Attorney-client... communicated to such attorney by any of his clients in the course of a legitimate attorney-client relationship. ...

  19. Trajectories of life satisfaction five years after medical discharge for traumatically acquired disability. (United States)

    Hernandez, Caitlin L; Elliott, Timothy R; Berry, Jack W; Underhill, Andrea T; Fine, Philip R; Lai, Mark H C


    We studied the predictive impact of family satisfaction, marital status, and functional impairment on the trajectories of life satisfaction over the first 5 years following medical treatment for traumatic spinal cord injury, burns, or interarticular fractures (total N = 662). It was anticipated that fewer functional impairments, being married, and greater family satisfaction would predict higher life satisfaction trajectories. The Functional Independence Measure, the Family Satisfaction Scale, and the Life Satisfaction Index were administered 12, 24, 48, and 60 months postdischarge. Trajectory modeling revealed that greater functional impairment significantly predicted lower life satisfaction, regardless of injury type. However, this association diminished when marital status and family satisfaction were entered into the models. Greater family satisfaction and being married predicted greater life satisfaction across time. Moreover, there was no evidence for increases in life satisfaction trajectories over time: Trajectories were stable across time for all injury groups. Results suggest that being married and greater family satisfaction promote life satisfaction among those who traumatically acquire disability, and these beneficial effects may be more salient than the degree of functional impairment imposed by the condition. (c) 2014 APA, all rights reserved.

  20. Evaluation of consumer satisfaction using the tetra-class model. (United States)

    Clerfeuille, Fabrice; Poubanne, Yannick; Vakrilova, Milena; Petrova, Guenka


    A number of studies have shown the importance of consumers' satisfaction toward pharmacy services. The measurement of patient satisfaction through different elements of services provided is challenging within the context of a dynamic economic environment. Patient satisfaction is the result of long-term established habits and expectations to the pharmacy as an institution. Few studies to date have attempted to discern whether these changes have led to increased patient satisfaction and loyalty, particularly within developing nations. The objective of this study was to evaluate the elements of the services provided in Bulgarian pharmacies and their contribution to consumer satisfaction using a tetra-class model. Three main hypotheses were tested in pharmacies to validate the model in the case of complex services. Additionally, the contribution of the different service elements to the clients' satisfaction was studied. The analysis was based on a survey of customers in central and district pharmacies in Sofia, Bulgaria. The data were analyzed through a correspondence analysis which was applied to the results of the 752 distributed questionnaires. It was observed that different dimensions of the pharmacies contribute uniquely to customer satisfaction, with consumer gender contributing greatly toward satisfaction, with type/location of pharmacy, consumer age, and educational degree also playing a part. The duration of time over which the consumers have been clients at a given pharmacy influences the subsequent service categorization. This research demonstrated that the tetra-class model is suitable for application in the pharmaceutical sector. The model results could be beneficial for both researchers and pharmacy managers.


    Directory of Open Access Journals (Sweden)

    Mohammad Hefni


    Full Text Available Abstrac This article traces patron-client relationship of Madurese both from socio-historical point of view and its contemporary progress. As an imbalance social-exchange relationship, in terms of patron-client relationship, second side (client much highly depends upon the first side (patron. This had been experienced in Madurese social history during the native governmental period of time. The government was classified into two major classes; ruler class (patron and farmer class (client. The former is fully in authority to take control either economic or politic potencies, however, the later transacts labors to the first side. Both side is connected by a bribe (upeti systems—percaton, apanage and daleman. In current progress this relationship becomes more acquaintance, it covers economic and politic relationship. The success of Trunojoyo, the king of Sumenep's inherit, against the Mataram domination had been supported by Madurese people that had previously tightened to the system. Today,  patron-client relationship in Madura is reflected in the relationship between the head of village, as the owner of percaton,  and the staff as well as people, as the percaton manager. The other is well-described in the relationship of ship owner and pandega (fisher in fishing. Once the relationship is set up, it directs to diadik relation, a two in one relation which is more personal and long lasting one. Kata-kata kunci Patron-klien, percaton, apanage, panembahan, rakyat, daleman, kepala desa, juragan, pandega, dan diadik.

  2. Perceived stigma of purchasing sex among Latino and non-Latino male clients of female sex workers in Tijuana, Mexico. (United States)

    Pitpitan, Eileen V; Strathdee, Steffanie A; Semple, Shirley J; Wagner, Karla D; Chavarin, Claudia V; Earnshaw, Valerie A; Patterson, Thomas L


    HIV prevention efforts must be comprehensive in their understanding of the factors involved in HIV risk. Male clients, who have received less research attention than female sex workers (FSWs), may experience stigma as a function of purchasing sex. Perceived stigma may be related to poor psychological outcomes, risky psychosexual characteristics, and higher drug and sexual risk behavior among male clients of FSWs. However, perceived stigma of purchasing sex may differ between clients of different ethnic groups. In the present study, we examine the correlates of perceived stigma of purchasing sex among Latino versus non-Latino male clients of FSWs in Tijuana, Mexico. Using time-location sampling, we recruited 375 male clients (323 Latino, 52 non-Latino) in Tijuana who completed a computerized survey on various measures. We measured perceived stigma of purchasing sex using three items we developed for this study. Using linear regression analyses we found that perceived stigma was associated with greater guilt, a greater feeling of escape from everyday life, and more negative condom attitudes among Latino clients. This was not found among non-Latino clients. Features of Latino culture, like machismo, and how they may relate to stigma of purchasing sex are discussed.

  3. Customer-Centered Structuring in University Libraries and Personnel Satisfaction

    Directory of Open Access Journals (Sweden)

    Erol Yılmaz


    Full Text Available Total Quality Management (TQM aims at creating a client-centered organizati- on and providing customer satisfaction. This study reviews TQM and its applica- tions in university libraries and examines employees' satisfaction with their work respectively. It was hypothesized that library personnel is not satisfıed because university libraries lack customer-centered (users and personnel structuring. Survey method was used to gather data. The questionnaire was administered to the 66 employees of Hacettepe University (HU libraries. High-level administra- tors of HU libraries were also interviewed. Data w ere analyzed using “t test” and “one-way analysis ofvariance (ANOVA”.

  4. Professional involvement is associated with increased job satisfaction among dietitians. (United States)

    Mortensen, Jenny K; Nyland, Nora K; Fullmer, Susan; Eggett, Dennis L


    This study explored a relationship between professional involvement and job satisfaction among dietitians. A random sample of 2,600 employed registered dietitians (RDs) received a 55-item questionnaire including a standardized measure of job satisfaction. The response rate was 67.3%; 50.8% were useable (n = 1,321). Ninety-two percent of RDs reported job satisfaction. The mean score was 68.8 +/- .28 (possible range: 18-90), with scores over 54 indicating job satisfaction. A positive relationship was found between job satisfaction and markers of professional involvement. Additionally, six characteristics related to professional involvement were: having had a mentor, being a mentor, self-assessed high professional involvement, full-time employment, high annual income, and increased hours worked per week. There was also a positive relationship between markers of professional involvement and employer support. We conclude that, overall, RDs are satisfied with their jobs and that greater professional involvement is related to greater job satisfaction.

  5. Satisfaction and 'comparison sharing'

    DEFF Research Database (Denmark)

    Amilon, Anna


    the probability of satisfaction. Results show that comparison sharing impacts satisfaction for women, and that those women who share more equally than their peers are more likely to be satisfied, whereas comparison sharing has no influence on satisfaction for men. Also, parents are less likely to be satisfied...

  6. A physician role typology: colleague and client dependence in an HMO. (United States)

    Barr, J K; Steinberg, M K


    This paper reports on physicians' role definitions in one prepaid group practice, a health maintenance organization (HMO). Colleague and client dependence are reviewed and analyzed as separable dimensions of physician role definitions. Data are derived from documents, interviews, and staff questionnaires collected in 1979-1980. The evidence reported suggests widespread colleague dependence in the HMO. Physicians consulted with one another about patient care and engaged in informal referral and review, developing practice standards; and some of these physicians relied on colleagues for handling their patient visits when needed. In relation to their patients, some physicians viewed themselves as bureaucratic officials relatively dependent on client approval in carrying out their health care activities, while others saw themselves as trusted medical experts in a setting free of nonmedical constraints in patient care. The relationship of organizational structure to these different role definitions is discussed. Classifying these HMO physicians according to a fourfold typology of professional dependence shows that most are Organizational Physicians (Type I), who are both colleague and client dependent. Collegial Physicians (Type II) are colleague dependent and, at the same time, do not perceive clients as demanding. Implications for quality of care and physician satisfaction and turnover are considered.

  7. Efficient Mobile Client Caching Supporting Transaction Semantics

    Directory of Open Access Journals (Sweden)

    IlYoung Chung


    Full Text Available In mobile client-server database systems, caching of frequently accessed data is an important technique that will reduce the contention on the narrow bandwidth wireless channel. As the server in mobile environments may not have any information about the state of its clients' cache(stateless server, using broadcasting approach to transmit the updated data lists to numerous concurrent mobile clients is an attractive approach. In this paper, a caching policy is proposed to maintain cache consistency for mobile computers. The proposed protocol adopts asynchronous(non-periodic broadcasting as the cache invalidation scheme, and supports transaction semantics in mobile environments. With the asynchronous broadcasting approach, the proposed protocol can improve the throughput by reducing the abortion of transactions with low communication costs. We study the performance of the protocol by means of simulation experiments.

  8. Communication management between architects and clients (United States)

    Taleb, Hala; Ismail, Syuhaida; Wahab, Mohammad Hussaini; Rani, Wan Nurul Mardiah Wan Mohd.


    Architectural projects are initiated with the designing phase, that tends to translate and materialize the client's requirements and needs. This phase is highly and directly affected by the exchanged information and communication between architects with their clients. Nevertheless, despite of its importance, studies have proven that communication management, being a significant field of project management, is distinctly overlooked by architects in the architectural industry. Thus, this paper highlights the current practices and attributes of communication management in the context of architectural design phase. It outlines the different aspects' definitions of communication, as well as communication management standards and practices. By the end of this paper, the findings are expected to increase the communication management knowledge amongst architects to achieve success in projects by promoting the relationships between them and their clients. Finally, this paper uncover the architects' need for significant improvement of communication management as an insistent matter to ultimately fulfill project success.

  9. Job Satisfaction: Insights from Home Support Care Workers in Three Canadian Jurisdictions. (United States)

    Panagiotoglou, Dimitra; Fancey, Pamela; Keefe, Janice; Martin-Matthews, Anne


    This mixed-methods study identified the personal and workplace characteristics that drive the job satisfaction of home support workers (HSWs) providing assistance to elderly clients. Data were based on a standardized measure of job satisfaction, along with in-depth qualitative interviews with 176 home support workers from three Canadian provincial jurisdictions (British Columbia, n = 108; Ontario, n = 28; Nova Scotia, n = 40). We anticipated that variability in demographic profiles between the three groups of workers and different job descriptions would be associated with differences in perceived job satisfaction. This was not the case. Results from the qualitative analysis highlight key areas that contributed to job satisfaction. These are job (scheduling, travel, and safety), economic (income security), and organizational (communication, support, and respect) factors. Given these findings, we recommend improvements to workplace communication, increased travel time allowance between clients, and wage parity with equivalent positions in long-term care facilities.

  10. Factors affecting customer satisfaction of online travel agencies in India


    Dutta, Sabyasachi; Kumar Chauhan, Ram; Chauhan, Kavita


    Purpose – The purpose of this paper is to identify the factors affecting customer satisfaction for online travel agencies in India. It will help guide existing online travel agencies and future entrants to have an in-depth understanding of customer satisfaction and customer loyalty in their domain. It will also help to improve their business operations and investment focus, which in turn will lead to greater customer satisfaction and loyalty. Design – This paper defines the concept of cust...

  11. [Matrix analysis of the client's voice: QFD applied to healthcare management]. (United States)

    Lorenzo, Susana; Mira, José; Olarte, Mayerly; Guerrero, Johana; Guerrero, Johann; Moyano, Silvia


    To apply quality function deployment (QFD) methodology to identify clients' needs by relating complaints with perceived quality domains. A hospital within the Public Health Service of Madrid. Matrix analysis based on the QFD model was performed, using the surveys (1998-2002) conducted in the hospital with the Servqhos questionnaire and a sample of 363 complaints made in 2002. The complaints analyzed were selected using a non-probabilistic sampling method. QFD methodology was highly useful, allowing complaints to be related to the results of a perceived quality questionnaire and identification of the attributes with the greatest influence on patient satisfaction. It also allowed us to identify areas for improvement according to clients' needs.

  12. Job satisfaction among emergency department staff. (United States)

    Suárez, M; Asenjo, M; Sánchez, M


    To compare job satisfaction among nurses, physicians and administrative staff in an emergency department (ED). To analyse the relationship of job satisfaction with demographic and professional characteristics of these personnel. We performed a descriptive, cross-sectional study in an ED in Barcelona (Spain). Job satisfaction was evaluated by means of the Font-Roja questionnaire. Multivariate analysis determined relationship between the overall job satisfaction and the variables collected. Fifty-two nurses, 22 physicians and 30 administrative staff were included. Administrative staff were significantly more satisfied than physicians and nurses: 3.42±0.32 vs. 2.87±0.42 and 3.06±0.36, respectively. Multivariate analysis showed the following variables to be associated with job satisfaction: rotation among the different ED acuity levels (OR: 2.34; 95%CI: 0.93-5.89) and being an administrative staff (OR: 0.27; 95%CI: 0.09-0.80). Nurses and physicians reported greater stress and work pressure than administrative staff and described a worse physical working environment. Interpersonal relationships obtained the highest score among the three groups of professionals. Job satisfaction of nurses and physicians in an ED is lower than that of administrative staff with the former perceiving greater stress and work pressure. Conversely, interpersonal relationships are identified as strength. Being nurse or physician and not rotating among the different ED acuity levels increase dissatisfaction. Copyright © 2016 College of Emergency Nursing Australasia. Published by Elsevier Ltd. All rights reserved.

  13. The Effect of Postpurchase Communication on Customer Satisfaction


    Ward, Robert; Turley, Darach


    To most practitioners, effective marketing has invariably meant "looking after the customer". However, attention is being increasingly directed at the preposition in this expression. " Looking after the customer " is more than ever a matter of "looking to the customer afterwards". Customer aftercare can take many forms, from courtesy phone calls to special client get-togethers. It seems reasonable to suppose that each form may have a characteristic impact on customer satisfaction. This articl...

  14. Urbanism and life satisfaction among the aged. (United States)

    Liang, J; Warfel, B L


    This study examines the impact of urbanism on the causal mechanisms by which life satisfaction is determined. Although the links between the type of community and life satisfaction have been the foci of many studies, the findings are by no means conclusive. Some have found that the rural elderly express greater satisfaction, others have not. Such a discrepancy may be due to (a) the neglect of other variables, (b) a lack of explicit causal specifications, and (c) the failure to distinguish main effects from interaction effects. In this study a causal model that incorporates urbanism as a polytomous variable and its interaction effects has been proposed. The model was evaluated by using four data sets with sample sizes ranging from 961 to 3,996. Urbanism was found to have indirect main effects as well as interaction effects on life satisfaction.

  15. Correlates of unprotected sex with male clients among female sex workers in 13 Mexican cities. (United States)

    Semple, Shirley J; Pitpitan, Eileen V; Chavarin, Claudia V; Strathdee, Steffanie A; Mendoza, Doroteo V; Aarons, Gregory A; Patterson, Thomas L


    This study examined correlates of unprotected vaginal and anal sex (UVA) with male clients among female sex workers (FSWs). Baseline data were gathered from 1089 FSWs recruited from 13 cities across Mexico enrolled in an evidence-based sexual risk reduction intervention. We used generalised estimating equations (GEE) to predict total UVA while controlling for the nested structure of the data. Total UVA with clients in the past month was examined in relation to selected sociodemographic, substance-use, and micro- and macro-environmental factors. A greater number of UVA acts was associated with three micro-level environmental factors (i.e. never getting condoms for free, unaffordability of condoms, greater number of clients per month), and three macro-level environmental factors (i.e. lower health and higher education indices, greater population size of city). These findings suggest the development of social and structural approaches to HIV prevention for FSWs in Mexico, including modification of venue-based policies that pressure FSWs to maximise client volume, changes to the work environment that promote availability and affordability of condoms, and improved population health. Moreover, our findings call for the development of context-specific HIV interventions that take into account variations in the sexual risk behaviours and HIV risk environments of FSWs throughout Mexico.

  16. Marital Satisfaction and Depression as Predictors of Physical Health Status. (United States)

    Weiss, Robert L.; Aved, Barbara M.


    Results indicate correlation between physical health status and depression was greater for wives than husbands. For wives, marital satisfaction and depression were related through uncontrolled variance in physical health status. For husbands, significant relationship between marital satisfaction and depression remained when physical health was…

  17. Interpersonal relations between health care workers and young clients: barriers to accessing sexual and reproductive health care. (United States)

    Alli, Farzana; Maharaj, Pranitha; Vawda, Mohammed Yacoob


    Interpersonal relations between health care providers and young clients have long being cited as an important element for improving client up take of services, satisfaction and overall health outcomes. In an era of HIV and AIDS this forms a critical determinant to young people accessing sexual and reproductive health care. This study explores to what extent interpersonal relations form a barrier to young peoples access to and satisfaction of health services. The study draws on data from 200 client exit interviews and four in-depth interviews conducted with university students and university health care staff in Kwazulu-Natal, South Africa. While young people are aware of the importance of utilising STI, HIV and family planning services they experienced barriers in their relationship with providers. This served as a deterrent to their use of the health facility. Adequate training in interpersonal relations for youth-friendly service provision is essential in helping overcome communication problems and enabling providers to interact with young clients at a more personal level.

  18. Client Intimacy & Performance Advice: Determinants of Trust in the Public Accountant - SME Client Relationship

    Directory of Open Access Journals (Sweden)

    Dianne McGrath


    Full Text Available This multi-discipline research investigated the determinants of trust in the relationship between Australia’s public accountants and their small and medium-sized (SME clients. In excess of four hundred SME owners, across Australia, were surveyed to test a proposed model and client intimacy variables were found to be the most significant predictors of trust in this important relationship. Offer-related variables, primarily the provision of advisory or performance-related services (rather than conformance-related services, were also found to be significant, however, at a lesser level than client intimacy and relationship variables. The multi-dimensionality of the trust construct was also highlighted.

  19. Indoor Location Fingerprinting with Heterogeneous Clients

    DEFF Research Database (Denmark)

    Kjærgaard, Mikkel Baun


    Heterogeneous wireless clients measure signal strength differently. This is a fundamental problem for indoor location fingerprinting, and it has a high impact on the positioning accuracy. Mapping-based solutions have been presented that require manual and error-prone calibration for each new clie...

  20. Client/Server Architecture Promises Radical Changes. (United States)

    Freeman, Grey; York, Jerry


    This article discusses the emergence of the client/server paradigm for the delivery of computer applications, its emergence in response to the proliferation of microcomputers and local area networks, the applicability of the model in academic institutions, and its implications for college campus information technology organizations. (Author/DB)

  1. Pretherapy Information: An Investigation of Client Responses. (United States)

    Lewis, Kathleen N.; And Others


    Investigated effects of pretherapy information about a feminist therapist's values and therapy orientation. Studied self-identified feminist clients' judgments of similarity to the therapist's values, confidence in the therapist's helpfulness, and willingness to see the therapist. Subjects were not as willing to see the explicitly feminist…

  2. Energy companies need to cuddle their clients

    International Nuclear Information System (INIS)


    Due to a liberalized energy market in Europe more than 20% of the customers has chosen another electricity supplier. In spite of that many energy suppliers do not yet operate as client-oriented businesses, according to a report of Ernst and Young: 'Trend in Energy 2000'. Energy companies should become more active in relation management

  3. Consequences of Psychotherapy Clients' Mental Health Ideology. (United States)

    Milling, Len; Kirsch, Irving

    Current theoretical approaches to understanding emotional difficulties are dominated by the medical model of mental illness, which assumes that emotional dysfunction can be viewed the same way as physical dysfunction. To examine the relationship between psychotherapy clients' beliefs about the medical model of psychotherapy and their behavior…

  4. Client-Centered Employee Assistance Services. (United States)

    Bayer, Darryl Lee

    This paper addresses delivery aspects and benefits of client-centered Employee Assistance Program (EAP) services through a review of the literature and research. EAP services are described as educational and mental health services utilized to assist employees and their families to respond constructively to job, personal, interpersonal or…

  5. Enhancing Student Learning through Scaffolded Client Projects (United States)

    Tomlinson, Elizabeth


    This article reports on the current status of client projects (CPs) in business communication courses, provides a scaffolded model for implementing CP, and assesses student learning in CPs. Using a longitudinal mixed method research design, survey data and qualitative materials from six semesters are presented. The instructor survey indicated need…

  6. Customers, clients or co-designers

    DEFF Research Database (Denmark)

    Plant, Peter


    The primary beneficiaries of career guidance are the direct users. At which level should they be involved? This article points to levels of involvement that go beyond satisfaction surveys and into democratisation.......The primary beneficiaries of career guidance are the direct users. At which level should they be involved? This article points to levels of involvement that go beyond satisfaction surveys and into democratisation....

  7. Job satisfaction among public health nurses: a national survey. (United States)

    Curtis, Elizabeth A; Glacken, Michele


    Despite increasing interest in nurses' job satisfaction relatively few studies have investigated job satisfaction among public health nurses. To establish current level of job satisfaction among public health nurses and identify the main contributing variables/factors to job satisfaction among this population. Quantitative descriptive design. A simple random sample of 1000 public health nurses was conducted yielding a response rate of 35.1% (n = 351). Data was collected using the Index of Work Satisfaction Questionnaire. Descriptive and inferential statistics were deployed. Low levels of job satisfaction among public health nurses emerged. Professional status, interaction and autonomy contributed most to job satisfaction while pay and task-related activities contributed least. Age and tenure were the only biographic factors that correlated significantly with job satisfaction. Public health nurse managers/leaders need to find creative ways of improving the factors that contribute to job satisfaction and address robustly those factors that result in low job satisfaction. The critical issue for public health nurse managers is to determine how job satisfaction can be improved. Greater collaboration and consultation between managers and public health nurses can be regarded as a useful way to begin this process, especially if contemporary nursing is to embrace a responsive approach within the profession. © 2012 John Wiley & Sons Ltd.

  8. Perceived sources of work stress and satisfaction among hospital and community mental health staff, and their relation to mental health, burnout and job satisfaction. (United States)

    Prosser, D; Johnson, S; Kuipers, E; Szmukler, G; Bebbington, P; Thornicroft, G


    This questionnaire study examined perceived sources of stress and satisfaction at work among 121 mental health staff members. Five factors were derived from principal component analysis of sources of work stress items (stress from: role, poor support, clients, future, and overload), and accounted for 70% of the total variance. Four factors were derived from the items related to sources of job satisfaction (satisfaction from: career, working with people, management, and money), accounting for 68% of the variance. The associations of these factors with sociodemographic and job characteristics were examined, and they were entered as explanatory variables into regression models predicting mental health, burnout, and job satisfaction. Stress from "overload" was associated with being based outside an in-patient ward, and with emotional exhaustion and worse mental health. Stress related to the "future" was associated with not being white. Stress from "clients" was associated with the "depersonalization" component of burnout. Higher job satisfaction was associated with "management" and "working with people" as sources of satisfaction, whereas emotional exhaustion and poorer mental health were associated with less "career" satisfaction.

  9. Teleophthalmology for First Nations Clients at Risk of Diabetic Retinopathy: A Mixed Methods Evaluation (United States)

    Driver, D Dean


    Background Access to health services is a particular challenge for First Nations (aboriginal Canadians) communities living in remote or underserviced areas. Teleophthalmology can provide them with the same level of retinal screening services provided to those in urban centers. This screening can lead to the identification of high-risk individuals who can then be monitored and receive treatment related to their diabetes or other health issues. Objective The intent was to develop, implement, and evaluate a service delivery model for teleophthalmology screening and follow-up for at-risk and diabetic First Nations clients on Vancouver Island, British Columbia, Canada. Methods A highly consultative, culturally appropriate, and collaborative approach was used to develop and deploy a teleophthalmology service delivery model to First Nations communities. This project was evaluated with regard to utilization and operational costs. Also, clinicians and team members involved in the teleophthalmology project provided assessments of the teleopthalmology quality, productivity, and access. Health providers in First Nations communities provided their perceptions of areas of improvement for the remote retinal screening services, areas where expansion of services could be offered, and opportunities to increase client education and health promotion. Results All 51 First Nations communities on Vancouver Island expressed interest in receiving teleopthalmology services. During the 1-year project, teleopthalmology clinics were held in 43 of 51 communities on Vancouver Island. During these clinics, 524 clients were screened and 140 of those clients were referred to a general ophthalmologist, family doctor, retinal specialist, optometrist, or other provider. Ratings of teleopthalmology system quality, information quality, service quality, and system usage were positive. Satisfaction with the teleopthalmology project was high among clinicians involved with the project. Satisfaction was also

  10. "The Adopted Children of ART": expert clients and role tensions in ART provision in Uganda. (United States)

    Kyakuwa, Margaret; Hardon, Anita; Goldstein, Zoe


    The implementation of the greater involvement of people living with HIV (GIPA) principle in Ugandan AIDS care is described by focusing on the engagement of expert clients in two rural health centers during a time of antiretroviral therapy (ART) scale-up. We contrast how the expert clients help overburdened nurses to manage the well-attended ART programs in the public and in the nongovernmental organization clinic. They are unpaid, but acquire preferential status in the ART program because of their knowledge of AIDS medicines (and its adverse effects) and because of the compassionate care that they provide. Despite the assistance provided, nurses in the public facility felt threatened in their professional status by these expert clients, who were seen to overstep the boundaries of their role. We pay particular attention to the double burden for HIV-positive nurses, who fear stigma, and (unlike the expert patients) keep their HIV status secret.

  11. Um método quantitativo para avaliação da satisfação dos clientes

    Directory of Open Access Journals (Sweden)

    Fátima de Souza Freire


    Full Text Available Há premência em se sistematizar esquemas para extrair informações dos novos indicadores que estão sendo empregados nos modernos métodos de avaliação do desempenho operacional das empresas. Na ampla maioria destes, a perspectiva do cliente é sempre levada em consideração. Entretanto, as pesquisas junto a eles sempre fornecem informações qualitativas, embora constituam uma das áreas mais atuantes das empresas de pesquisa de mercado. Enfrentando o desafio de generalizar um modelo contábil para incorporação da avaliação quantitativa de ativos intangíveis de empresas que seja útil para a moderna caracterização dos seus desempenhos operacionais, propõe-se neste trabalho um esquema inovador para avaliar a satisfação dos clientes capaz de fornecer resultados quantitativos inequívocos. Os indicadores que o método proposto utiliza provêm de enquêtes bem definidas, realizadas junto aos clientes, e possibilitam o advento de índices que caracterizarão ativos e passivos das empresas relativos à satisfação dos clientes.It is a matter of certain urgency to formalize rules with a view to extracting information from the new indicators that are used in modern enterprise evaluation methods. In most situations, the client's point of view is always taken into consideration. However, in spite of being one of the most active areas for market research companies, client inquiries always provide qualitative information. Facing the challenge of generalizing an accounting model that incorporates the quantitative evaluation of companies' intangible assets so as to be useful for improving their performance, this paper proposes an innovative method for evaluating client satisfaction. The elements used in this new method come from inquiries that are regularly held among clients. The obtained results provide the calculation of indices that characterize companies' assets and liabilities and are related to client satisfaction.

  12. A "client-centred activities of daily living" intervention for persons with stroke

    DEFF Research Database (Denmark)

    Guidetti, Susanne; Ranner, Maria; Tham, Kerstin


    OBJECTIVE: To compare changes regarding perceived participation, independence in activities of daily living (ADL) and life satisfaction between 3, 6 and 12 months after inclusion in a study of a client-centred ADL intervention and usual ADL intervention after stroke. DESIGN: A multicentre...... diagnosed with dementia, and were able to understand instructions. Data collection was performed by blinded assessors. The primary outcome, perceived participation, was assessed with the Stroke Impact Scale 3.0, domain 8. The secondary outcomes, participation, independence in ADL, and life satisfaction......, were assessed with validated instruments. For statistical power, 280 participants were required. Statistical analyses were performed on an intention-to-treat basis. RESULTS: There were no differences between the groups regarding changes in perceived participation, independence in ADL, or life...

  13. A Model for Employee Motivation and Satisfaction. (United States)

    Grant, Philip C.


    To increase an employee's motivation, an employee must perceive that s/he will achieve higher satisfaction for greater effort. To generate such perception, rewards must clearly be contingent on effort and the cost of increased effort must grow at a slower rate than the increase in reward. (Author/IRT)

  14. Recognition of geriatric popular song repertoire: a comparison of geriatric clients and music therapy students. (United States)

    VanWeelden, Kimberly; Cevasco, Andrea M


    The purposes of the current study were to determine geriatric clients' recognition of 32 popular songs and songs from musicals by asking whether they: (a) had heard the songs before; (b) could "name the tune" of each song; and (c) list the decade that each song was composed. Additionally, comparisons were made between the geriatric clients' recognition of these songs and by music therapy students' recognition of the same, songs, based on data from an earlier study (VanWeelden, Juchniewicz, & Cevasco, 2008). Results found 90% or more of the geriatric clients had heard 28 of the 32 songs, 80% or more of the graduate students had heard 20 songs, and 80% of the undergraduates had heard 18 songs. The geriatric clients correctly identified 3 songs with 80% or more accuracy, which the graduate students also correctly identified, while the undergraduates identified 2 of the 3 same songs. Geriatric clients identified the decades of 3 songs with 50% or greater accuracy. Neither the undergraduate nor graduate students identified any songs by the correct decade with over 50% accuracy. Further results are discussed.

  15. Patterns of client behavior with their most recent male escort: an application of latent class analysis. (United States)

    Grov, Christian; Starks, Tyrel J; Wolff, Margaret; Smith, Michael D; Koken, Juline A; Parsons, Jeffrey T


    Research examining interactions between male escorts and clients has relied heavily on data from escorts, men working on the street, and behavioral data aggregated over time. In the current study, 495 clients of male escorts answered questions about sexual behavior with their last hire. Latent class analysis identified four client sets based on these variables. The largest (n = 200, 40.4 %, labeled Typical Escort Encounter) included men endorsing behavior prior research found typical of paid encounters (e.g., oral sex and kissing). The second largest class (n = 157, 31.7 %, Typical Escort Encounter + Erotic Touching) included men reporting similar behaviors, but with greater variety along a spectrum of touching (e.g., mutual masturbation and body worship). Those classed BD/SM and Kink (n = 76, 15.4 %) reported activity along the kink spectrum (BD/SM and role play). Finally, men classed Erotic Massage Encounters (n = 58, 11.7 %) primarily engaged in erotic touch. Clients reporting condomless anal sex were in the minority (12.2 % overall). Escorts who engage in anal sex with clients might be appropriate to train in HIV prevention and other harm reduction practices-adopting the perspective of "sex workers as sex educators."

  16. Mutual powerlessness in client participation practices in mental health care (United States)

    Broer, Tineke; Nieboer, Anna P.; Bal, Roland


    Abstract Background  Client participation has become a dominant policy goal in many countries including the Netherlands and is a topic much discussed in the literature. The success of client participation is usually measured in terms of the extent to which clients have a say in the participation process. Many articles have concluded that client participation is limited; professionals often still control the participation process and outcomes. Objective  The objective of this study is to gain insight into (i) the practice of client participation within a quality improvement collaborative in mental health care and (ii) the consequences of a Foucauldian conceptualization of power in analysing practices of client participation. Design  We used an ethnographic design consisting of observations of national events and improvement team meetings and interviews with the collaborative’s team members and programme managers. Results  Contrary to many studies on client participation, we found both clients and service providers frequently felt powerless in its practice. Professionals and clients alike struggled with the contributions clients could make to the improvement processes and what functions they should fulfil. Moreover, professionals did not want to exert power upon clients, but ironically just for that reason sometimes struggled with shaping practices of client participation. This mutual powerlessness (partly) disappeared when clients helped to determine and execute specific improvement actions instead of participating in improvement teams. Conclusion  Recognizing that power is inescapable might allow for a more substantive discussion concerning the consequences that power arrangements produce, rather than looking at who is exerting how much power. PMID:22390793

  17. Customer satisfaction research

    Energy Technology Data Exchange (ETDEWEB)

    Tormasi, T


    A review of four aspects of the Gas and Fuel Corporation of Victoria's study of customer satisfaction covers: (1) corporate goals to meet its responsibility as a public utility and operate as a successful marketing organization, (2) the history of customer satisfaction research by GFC, (3) measurements of customer satisfaction through expectations research, and (4) case studies involving domestic appliance maintenance and gas mains renewal. Continuous validation of GFC's policies and procedures is the basis for future growth and success. 3 tables.

  18. Improving customer satisfaction


    Wei, Yu


    Today, the competition among enterprises is growing in intensity and organizations of all types and sizes have increasingly come to understand the importance of customer satisfaction and good services. The purpose of this study is to investigate the present level of customer satisfaction with language training institutes and find out any possible areas of improvement. This thesis will discuss and analyze the factors that influence the customer’s level of satisfaction and assist the case compa...

  19. HIV Clients as Agents for Prevention: A Social Network Solution

    Directory of Open Access Journals (Sweden)

    Sarah Ssali


    Full Text Available HIV prevention efforts to date have not explored the potential for persons living with HIV to act as change agents for prevention behaviour in their social networks. Using egocentric social network analysis, this study examined the prevalence and social network correlates of prevention advocacy behaviours (discussing HIV in general; encouraging abstinence or condom use, HIV testing, and seeking HIV care enacted by 39 HIV clients in Uganda. Participants engaged in each prevention advocacy behaviour with roughly 50–70% of the members in their network. The strongest determinant of engaging in prevention advocacy with more of one’s network members was having a greater proportion of network members who knew one’s HIV seropositive status, as this was associated with three of the four advocacy behaviours. These findings highlight the potential for PLHA to be key change agents for HIV prevention within their networks and the importance of HIV disclosure in facilitating prevention advocacy.

  20. Asymmetry of Responsiveness in Client-Centered Therapy (United States)

    Shapiro, David A.


    Each utterance of a psychotherapy session conducted by Carl Rogers was transcribed on a separate card. Fifteen undergraduate subjects reconstituted client-therapist sequences more accurately than therapist-client sequences. (Author)

  1. Characteristics of clients accessing HIV counseling and testing ...

    African Journals Online (AJOL)

    Characteristics of clients accessing HIV counseling and testing services in a tertiary hospital in ... Introduction: Client-initiated HIV testing and counseling has helped millions of people learn their HIV status. ... AJOL African Journals Online.

  2. Counseling Older Japanese American Clients: An Overview and Observations. (United States)

    Itai, Goro; McRae, Cynthia


    Discusses important aspects of providing counseling to older Japanese American clients, including ethical issues based on cultural differences and nontraditional approaches to counseling. Examines unique historical and cultural characteristics of these clients. Includes 26 citations. (Author/CRR)

  3. Restating a Client-Centered Approach to Career Counseling. (United States)

    Miller, Mark J.


    Asserts career counseling too often is associated with objective test scores and rational decision making. Reiterates the importance of considering the client's developing self-concept in career counseling. Provides sample client centered career counseling session. (Author/ABL)

  4. Patient-Therapist Value Congruence and Ratings of Client Improvement (United States)

    Martini, Janie L.


    It can be concluded from the results of the two studies described here that value similarity between client and therapist is related to therapists' ratings of client improvement. This phenomenon can be expected in therapies irrespective of theoretical orientation. (Author)

  5. Management Satisfaction Survey (United States)

    Office of Personnel Management — The Chief Human Capital Officers' Managers' Satisfaction Survey asks managers to rate their perception of workforce planning, interaction with and levels of support...

  6. [Nurses' professional satisfaction]. (United States)

    Del Cura, M L; Rodrigues, A R


    We carried out a study with 91 nurses, trying to find out about the feelings of these professionals regarding their satisfaction at work. We used the Work Satisfaction Assessment Questionnaire (WSAQ), drawn up and validated by Siqueira (1978) and adapted with the analysis of seven factors: General Satisfaction; Physical and Psychological Stress; "Status" of the Job; Location of the Company; Compensating Benefits; Recognition and Personal Development. Data showed nurses satisfied with their work, in its intrinsic aspects (Accomplishment, Recognition and Autonomy). The psychiatric nurses were the most mature, most experienced, showing a higher satisfaction level, whereas the pediatric nurses were the youngest, most inexperienced and presenting the highest level of dissatisfaction at work.

  7. Determination of Customer Satisfaction by Staff Demographic Properties: A Research in Recreation Sports Business (United States)

    Korkutata, Abdulmenaf


    Sport managements supply consumers with services in a number of sport branches. In the same breath sport managements (facilities) should provide customer satisfaction due to the intuition of "client centered and service providing corporations." In this regard, the purpose of the researcher is to analyze whether the pleasure of clients…

  8. [Autoerotic fatalities in Greater Dusseldorf]. (United States)

    Hartung, Benno; Hellen, Florence; Borchard, Nora; Huckenbeck, Wolfgang


    Autoerotic fatalities in the Greater Dusseldorf area correspond to the relevant medicolegal literature. Our results included exclusively young to middle-aged, usually single men who were found dead in their city apartments. Clothing and devices used showed a great variety. Women's or fetish clothing and complex shackling or hanging devices were disproportionately frequent. In most cases, death occurred due to hanging or ligature strangulation. There was no increased incidence of underlying psychiatric disorders. In most of the deceased no or at least no remarkable alcohol intoxication was found. Occasionally, it may be difficult to reliably differentiate autoerotic accidents, accidents occurring in connection with practices of bondage & discipline, dominance & submission (BDSM) from natural death, suicide or homicide.

  9. Planning for greater confinement disposal

    International Nuclear Information System (INIS)

    Gilbert, T.L.; Luner, C.; Meshkov, N.K.; Trevorrow, L.E.; Yu, C.


    A report that provides guidance for planning for greater-confinement disposal (GCD) of low-level radioactive waste is being prepared. The report addresses procedures for selecting a GCD technology and provides information for implementing these procedures. The focus is on GCD; planning aspects common to GCD and shallow-land burial are covered by reference. Planning procedure topics covered include regulatory requirements, waste characterization, benefit-cost-risk assessment and pathway analysis methodologies, determination of need, waste-acceptance criteria, performance objectives, and comparative assessment of attributes that support these objectives. The major technologies covered include augered shafts, deep trenches, engineered structures, hydrofracture, improved waste forms, and high-integrity containers. Descriptive information is provided, and attributes that are relevant for risk assessment and operational requirements are given. 10 refs., 3 figs., 2 tabs

  10. Job stress and satisfaction among clinical radiologists

    International Nuclear Information System (INIS)

    Graham, J.; Ramirez, A.J.; Field, S.; Richards, M.A.


    AIMS: Consultant radiologists appear to be at greater risk of burnout than consultants working in other specialties. The aim of this study was to examine sources of stress and satisfaction at work for radiologists and hospital consultants in other specialties in order to try to understand this difference. MATERIALS AND METHODS: A postal questionnaire survey of psychiatric morbidity (12-item General Health Questionnaire), burnout (Maslach Burnout Inventory) and sources of job stress and satisfaction (study-specific questionnaires) was carried out among a random sample of 882 hospital consultants working in radiology and three other specialties (surgery, gastroenterology and oncology). RESULTS: The most stressful aspect of work for radiologists was work overload. Inadequacies in current staffing and facilities and concerns about funding were also major sources of stress, as were impositions made on radiologists by other clinicians. The most important sources of satisfaction for radiologists were their relationships with patients and being perceived to do their job well by colleagues. Importantly, radiologists reported less satisfaction than the other specialists from many of the aspects of work measured. A greater proportion of radiologists than other specialists felt insufficiently trained in communication skills [80% (n = 168) vs 47% (n = 310);P < 0.001] and management skills [84% (n = 179) vs 76% (n = 506);P < 0.05]. CONCLUSION: These data highlight aspects of radiologists' work which need to be tackled in order to reduce their stress and increase their satisfaction, and thereby their risk of burnout. Graham, J. (2000)

  11. Social work - client relationship practice: exploring social worker perspectives




    This thesis explores, using qualitative methodology, the significance of social worker – client relationships for achieving client outcomes in the field of child and family welfare. The study found that social worker – client relationships are critical for achieving outcomes. It is a distinct practice method, informed by relational views about ‘the self’, human development and healing. The social worker, as Relationship Building Agent, is heavily focused on client engagement and building t...

  12. Satisfaction among accounting professors in Brazil

    Directory of Open Access Journals (Sweden)

    Tamires Sousa Araújo

    Full Text Available ABSTRACT The aim of this study was to identify the prevalence of satisfaction among accounting professors in Brazil throughout their careers. The research is classified as descriptive and used a quantitative approach to data analysis. 641 valid responses were obtained from professors from all regions of Brazil. The results show that a feeling of satisfaction prevails among accounting course professors, as most of them “like the profession” and, in general, "are satisfied with it”. It was found that levels of satisfaction are higher among individuals with more experience, in that in their first years in the job (one to three years, professors have lower satisfaction rates; the highest levels of satisfaction are found in the final stage (over 35 years. The main factor that influences satisfaction is personal fulfillment (teaching work and relationship with students. It was also possible to identify that positive feelings about teaching predominate (67.3% compared to negative ones (32.7%. These results show the need for greater attention to be paid in the early years of the career in order to avoid a "reality clash". They also show the need for other studies to investigate how the phases in the life cycle of accounting professors are characterized.

  13. Organizational Factors Impact about Touristic Services Consumer Satisfaction

    Directory of Open Access Journals (Sweden)

    Carmen Babaita


    Full Text Available Touristic activity constitutes, through the organizational and through the quality of the services offered, one of the signs of economic and socio/cultural development of a country. This could became for Romania one of the fundamental and strategic point of economic growth that lies behind the growth of other activity sectors, not only the touristic ones. This paper attempts to provide to those who are interested, a study upon the bound that exists between the customer’s satisfaction, and the satisfaction of the employees which are part of an identical structural organization (in our case three star hotels. The aim of this paper is to analyze various organizational factors affecting hotels units located in Timisoara and the modality through which these influences the attitude and the clients¢ degree of satisfaction.

  14. Regional differences in job satisfaction for mainland Chinese nurses. (United States)

    Tao, Hong; Zhang, Aihua; Hu, Jingchao; Zhang, Yaqing


    Although there is an abundance of research on nurses' job satisfaction, there is a paucity of publications on the regional differences that impact on nurses' job satisfaction. To compare the differences between northern and southern hospitals in Mainland China with respect to nurses' job satisfaction. A cross-sectional survey design was selected. Data were analyzed using descriptive statistics, independent t test, chi-square test, correlation, and linear regression. Nurses in northern hospitals were older, had higher educational levels yet received lower pay in comparison with their counterparts in the southern region. Despite these salary differences, those in the north consistently rated their job satisfaction greater in all areas except professional opportunities. Regional differences were related to nurses' job satisfaction. Potential contributing factors included philosophical, cultural, and economic differences between the 2 regions. The noteworthy regional differences that potentially related to nurse' job satisfaction should be investigated in future studies. Copyright © 2012 Elsevier Inc. All rights reserved.

  15. The Relationship Between Job-Related Burnout and Job Satisfaction in Personal Selling

    Directory of Open Access Journals (Sweden)

    Dragan Benazić


    Full Text Available Job burnout is a multidimensional construct that has been linked to a number of negative consequences among which decreased job satisfaction plays an important role. Burnout frequently occurs in client-centered professions, such as the sales profession. There is little research focused on this issue in the sales field, especially outside the USA. The main aim of this paper is to investigate the influence of three burnout components of job satisfaction among salespeople. Present research suggests that emotional exhaustion and personal non-accomplishment negatively influence job satisfaction among salespeople, whereas depersonalization does not.

  16. Impact of physical and mental health on life satisfaction in old age

    DEFF Research Database (Denmark)

    Puvill, Thomas; Lindenberg, Jolanda; de Craen, Antonius J. M.


     depressive symptoms and perceived loneliness. Depressive symptoms and perceived loneliness were strongly related to lower life satisfaction (both p physical health characteristics...... having representative levels of disease and disability. Comorbidity, low cognitive function, and residual lifespan as markers of health were not associated with life satisfaction. Poor physical performance and low functional status were weakly but significantly associated with lower life satisfaction (p....... CONCLUSION: Poor physical health was hardly related to lower life satisfaction, whereas poor mental health was strongly related to lower life satisfaction. This indicates that mental health has a greater impact on life satisfaction at old age than physical health, and that physical health is less relevant...

  17. The influence of BMI and predictors of disordered eating and life satisfaction on postmenopausal women. (United States)

    Gonçalves, Sónia F; Silva, Elsa; Gomes, A Rui


    This study aims to compare eating behaviors, body satisfaction, exercise, and life satisfaction between normal-weight and overweight postmenopausal women and to examine the predictors of disordered eating and life satisfaction among postmenopausal women (n = 294). The overweight group had more eating disordered behavior, more body dissatisfaction, and lower physical quality of life. The increase of age predicted less disordered eating. Higher BMI, the perception of an ideal weight lower than the current one, lower body satisfaction, and physical quality of life predicted disordered eating. Higher body satisfaction, less psychosocial discomfort, and a greater degree of sexual symptom discomfort predicted life satisfaction.

  18. Channel Access Client Toolbox for Matlab

    International Nuclear Information System (INIS)


    This paper reports on MATLAB Channel Access (MCA) Toolbox--MATLAB [1] interface to EPICS Channel Access (CA) client library. We are developing the toolbox for SPEAR3 accelerator controls, but it is of general use for accelerator and experimental physics applications programming. It is packaged as a MATLAB toolbox to allow easy development of complex CA client applications entirely in MATLAB. The benefits include: the ability to calculate and display parameters that use EPICS process variables as inputs, availability of MATLAB graphics tools for user interface design, and integration with the MATLABbased accelerator modeling software - Accelerator Toolbox [2-4]. Another purpose of this paper is to propose a feasible path to a synergy between accelerator control systems and accelerator simulation codes, the idea known as on-line accelerator model

  19. Successful Vocational Rehabilitation of Clients with Retinitis Pigmentosa. (United States)

    Taheri-Araghi, M.; Hendren, G.


    Statistical analysis of 10 personal (client) variables and four program variables related to 76 people who became blind from retinitis pigmentosa revealed that 6 variables predicted clients' rehabilitation outcomes: age, gender, race, work status, amount of case-service money spent on the client's behalf, and number of changes in career objectives…

  20. Mutual powerlessness in client participation practices in mental health care

    NARCIS (Netherlands)

    T. Broer (Tineke); A.P. Nieboer (Anna); R.A. Bal (Roland)


    textabstractBackground Client participation has become a dominant policy goal in many countries including the Netherlands and is a topic much discussed in the literature. The success of client participation is usually measured in terms of the extent to which clients have a say in the participation

  1. What Business Students Should Know about Attorney-Client Privilege (United States)

    Draba, Robert; Marshall, Brent


    The case law on attorney-client privilege is extensive and can be somewhat complex. Over seven hundred articles in Westlaw, for example, have the phrase "attorney-client privilege" in the title; in the last three years alone, there have been over 3700 federal cases in which the phrase "attorney-client privilege" appears at least once. However,…

  2. Can Knowledge of Client Birth Order Bias Clinical Judgment? (United States)

    Stewart, Allan E.


    Clinicians (N = 308) responded to identical counseling vignettes of a male client that differed only in the client's stated birth order. Clinicians developed different impressions about the client and his family experiences that corresponded with the prototypical descriptions of persons from 1 of 4 birth orders (i.e., first, middle, youngest, and…

  3. Análise da lucratividade dos clientes


    Madeira, Paulo


    Um bom sistema de Análise da lucratividade de Clientes pode ajudar a melhorar a rendibilidade global do negócio, selecionando os clientes de qualidade, e a indicar o principal caminho a segui rpara atingir uma maior lucartividade, indicando o impacto financeiro actual e potencial dos movimentos estratégicos dos clientes.

  4. 45 CFR 1639.4 - Permissible representation of eligible clients. (United States)


    ... 45 Public Welfare 4 2010-10-01 2010-10-01 false Permissible representation of eligible clients... CORPORATION WELFARE REFORM § 1639.4 Permissible representation of eligible clients. Recipients may represent an individual eligible client who is seeking specific relief from a welfare agency. [62 FR 30766...

  5. 37 CFR 10.33 - Direct contact with prospective clients. (United States)


    ... 37 Patents, Trademarks, and Copyrights 1 2010-07-01 2010-07-01 false Direct contact with prospective clients. 10.33 Section 10.33 Patents, Trademarks, and Copyrights UNITED STATES PATENT AND... clients. A practitioner may not solicit professional employment from a prospective client with whom the...

  6. 17 CFR 205.3 - Issuer as client. (United States)


    ... 17 Commodity and Securities Exchanges 2 2010-04-01 2010-04-01 false Issuer as client. 205.3... ISSUER § 205.3 Issuer as client. (a) Representing an issuer. An attorney appearing and practicing before...'s clients. (b) Duty to report evidence of a material violation. (1) If an attorney, appearing and...

  7. 19 CFR 111.39 - Advice to client. (United States)


    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Advice to client. 111.39 Section 111.39 Customs... CUSTOMS BROKERS Duties and Responsibilities of Customs Brokers § 111.39 Advice to client. (a) Withheld or false information. A broker must not withhold information relative to any customs business from a client...

  8. 37 CFR 10.78 - Limiting liability to client. (United States)


    ... 37 Patents, Trademarks, and Copyrights 1 2010-07-01 2010-07-01 false Limiting liability to client... Office Code of Professional Responsibility § 10.78 Limiting liability to client. A practitioner shall not attempt to exonerate himself or herself from, or limit his or her liability to, a client for his or her...

  9. 45 CFR 1608.7 - Attorney-client relationship. (United States)


    ... 45 Public Welfare 4 2010-10-01 2010-10-01 false Attorney-client relationship. 1608.7 Section 1608... PROHIBITED POLITICAL ACTIVITIES § 1608.7 Attorney-client relationship. Nothing in this part is intended to prohibit an attorney or staff attorney from providing any form of legal assistance to an eligible client...

  10. 75 FR 82236 - Principal Trades with Certain Advisory Clients (United States)


    ... 3235-AJ96 Principal Trades with Certain Advisory Clients AGENCY: Securities and Exchange Commission... certain of their advisory clients. The amendment extends the date on which rule 206(3)- 3T will sunset... a principal capacity in transactions with certain of their advisory clients.\\1\\ In December 2009, we...

  11. 31 CFR 8.34 - Knowledge of client's omission. (United States)


    ... 31 Money and Finance: Treasury 1 2010-07-01 2010-07-01 false Knowledge of client's omission. 8.34... client's omission. Each attorney, certified public accountant, or enrolled practitioner who knows that a client has not complied with applicable law, or has made an error in or omission from any document...

  12. 37 CFR 10.67 - Settling similar claims of clients. (United States)


    ... clients. 10.67 Section 10.67 Patents, Trademarks, and Copyrights UNITED STATES PATENT AND TRADEMARK OFFICE... Office Code of Professional Responsibility § 10.67 Settling similar claims of clients. A practitioner who represents two or more clients shall not make or participate in the making of an aggregate settlement of the...

  13. 37 CFR 10.84 - Representing a client zealously. (United States)


    ... 37 Patents, Trademarks, and Copyrights 1 2010-07-01 2010-07-01 false Representing a client... Office Code of Professional Responsibility § 10.84 Representing a client zealously. (a) A practitioner shall not intentionally: (1) Fail to seek the lawful objectives of a client through reasonably available...

  14. Corruption of Client Advocacy in a Community Mental Health System. (United States)

    Denner, Bruce

    This speech discusses client advocacy, a paraprofessional service offered in many community mental health centers to help bridge the gap between therapist and client. While having an advocate on the mental health team is an attractive idea, these client advocates are quite susceptible to "corruption." The author discusses two major causes of this…

  15. Involvement of the Client in Home Care Practice

    DEFF Research Database (Denmark)

    Glasdam, Stinne; Kjær, Lone; Præstegaard, Jeanette

    Background: Through the last 35 years, ‘client involvement’ has been a mantra within health policies, education curriculums and health care institutions, yet very little is known about how ‘client involvement’ is practiced in the meetings with clients and health professionals. Aim: To analyse...

  16. Illegal abortion in Mexico: client perceptions. (United States)

    de Weiss, S P; David, H P


    An exploratory study of the perceptions of 156 abortion clients in Mexico suggests that perceived quality of service was the main reason for choosing physicians while cost and anonymity were the major reasons for choosing nonphysicians. "Too young" was the most often cited reason for pregnancy termination, followed by economic situation and having too many children already. Cost was, on average, equivalent to three to four weeks minimum wage; physicians' charges were about three times higher than those of nonphysicians.

  17. Hybrid Client Side Phishing Websites Detection Approach


    Firdous Kausar; Bushra Al-Otaibi; Asma Al-Qadi; Nwayer Al-Dossari


    Phishing tricks to steal personal or credential information by entering victims into a forged website similar to the original site, and urging them to enter their information believing that this site is legitimate. The number of internet users who are becoming victims of phishing attacks is increasing beside that phishing attacks have become more sophisticated. In this paper we propose a client-side solution to protect against phishing attacks which is a Firefox extension integrated as a tool...

  18. Client-side Skype forensics: an overview (United States)

    Meißner, Tina; Kröger, Knut; Creutzburg, Reiner


    IT security and computer forensics are important components in the information technology. In the present study, a client-side Skype forensics is performed. It is designed to explain which kind of user data are stored on a computer and which tools allow the extraction of those data for a forensic investigation. There are described both methods - a manual analysis and an analysis with (mainly) open source tools, respectively.

  19. Hyundai’s Customer Satisfaction Analysis in Azerbaijan Market

    Directory of Open Access Journals (Sweden)

    Khayala Babayeva


    Full Text Available In modern economies, level of customer satisfaction is main indicator which intends to show organization’s position in comparison with its competitors. Determining customer satisfaction level allows any organization to detect the problems and gives a way in order to solve such issues. In this article, the aim is to measure the satisfaction level of Hyundai customers in Azerbaijan and for that a survey has been conducted. The research has been implemented on two basis: customer Satisfaction of Hyundai clients on a the car they drive; and b the service they have paid for repairing their car in the service center. Authors have developed confidence interval and hypothesis testing for each outcome from the survey. In addition to these, NPS level of Hyundai has been computed. Those figures help the authors to measure the real population’s satisfaction level. The results of the analysis claim that ultimate amount of customers are dissatisfied with car’s quality. Furthermore most of drivers’ satisfaction level of services which Hyundai provides is satisfactory.

  20. Factors associated with primary care residents' satisfaction with their training. (United States)

    Randall, C S; Bergus, G R; Schlechte, J A; McGuinness, G; Mueller, C W


    Satisfaction is known to impact work performance, learning, recruitment, and retention. This study identifies the factors associated with primary care residents' satisfaction with their training. We used a cross-sectional survey based on the Price-Mueller model of job satisfaction. The model included 14 job characteristics, four personal characteristics, and four demographic factors. Data were collected in February and March 1996 from residents in three primary care training programs (family practice, pediatrics, and internal medicine) at a large academic medical center. The same standardized, self-administered questionnaires were used in all three departments. Seventy-five percent (n = 119) of the residents returned questionnaires. Five job characteristics were positively associated with resident satisfaction: continuity of care, autonomy, collegiality, work that encourages professional growth, and work group loyalty. Role conflict, a sixth job characteristic, was negatively associated with satisfaction. The personal characteristic of having an optimistic outlook on life was also positively associated with satisfaction. The model explained 66% of the variation in self-reported satisfaction. The satisfaction of the residents was significantly associated with six job characteristics and one personal factor. Interventions based on these job characteristics may increase resident satisfaction and may lead to better patient outcomes, better work performance, greater patient satisfaction, and more success in recruiting top students into a residency.

  1. Hsp90: Friends, clients and natural foes. (United States)

    Verma, Sharad; Goyal, Sukriti; Jamal, Salma; Singh, Aditi; Grover, Abhinav


    Hsp90, a homodimeric ATPase, is responsible for the correct folding of a number of newly synthesized polypeptides in addition to the correct folding of denatured/misfolded client proteins. It requires several co-chaperones and other partner proteins for chaperone activity. Due to the involvement of Hsp90-dependent client proteins in a variety of oncogenic signaling pathways, Hsp90 inhibition has emerged as one of the leading strategies for anticancer chemotherapeutics. Most of Hsp90 inhibitors blocks the N terminal ATP binding pocket and prevents the conformational changes which are essential for the loading of co-chaperones and client proteins. Several other inhibitors have also been reported which disrupt chaperone cycle in ways other than binding to N terminal ATP binding pocket. The Hsp90 inhibition is associated with heat shock response, mediated by HSF-1, to overcome the loss of Hsp90 and sustain cell survival. This review is an attempt to give an over view of all the important players of chaperone cycle. Copyright © 2016 Elsevier B.V. and Société Française de Biochimie et Biologie Moléculaire (SFBBM). All rights reserved.

  2. Client reflections on confirmation and disconfirmation of expectations in cognitive behavioral therapy for generalized anxiety disorder with and without motivational interviewing. (United States)

    Button, Melissa L; Norouzian, Nikoo; Westra, Henny A; Constantino, Michael J; Antony, Martin M


    Addressing methodological shortcomings of prior work on process expectations, this study examined client process expectations both prospectively and retrospectively following treatment. Differences between clients receiving cognitive behavioral therapy (CBT) versus motivational interviewing integrated with CBT (MI-CBT) were also examined. Grounded theory analysis was used to study narratives of 10 participants (N = 5 CBT, 5 MI-CBT) who completed treatment for severe generalized anxiety disorder as part of a larger randomized controlled trial. Clients in both groups reported and elaborated expectancy disconfirmations more than expectancy confirmations. Compared to CBT clients, MI-CBT clients reported experiencing greater agency in the treatment process than expected (e.g., that they did most of the work) and that therapy provided a corrective experience. Despite nearly all clients achieving recovery status, CBT clients described therapy as not working in some ways (i.e., tasks did not fit, lack of improvement) and that they overcame initial skepticism regarding treatment. Largely converging with MI theory, findings highlight the role of key therapist behaviors (e.g., encouraging client autonomy, validating) in facilitating client experiences of the self as an agentic individual who is actively engaged in the therapy process and capable of effecting change.

  3. Perceptions towards IT Security in Online Banking: Croatian Clients vs. Clients of Bosnia and Herzegovina

    Directory of Open Access Journals (Sweden)

    Nedim Makarevic


    Full Text Available This study has been completed with a purpose to analyze and compare perceptions of clients of Bosnia and Herzegovina and those of Croatian clients about IT security in online banking, to provide insight into similarities and differences of their view points and to create important set of information for all subjects active in banking industry. Once the survey based on six variables and specific questions assigned to each one of those variables was prepared, results regarding both countries were collected and concluded. Survey was completed in both Bosnia and Herzegovina and Croatia at high response rates. Even 207 respondents replied from Bosnia and Herzegovina, while 203 respondents completed survey from Croatia. Results were analyzed and presented using descriptive statistics. Results indicated that Croatian e-banking users trust to banks when it comes to IT security of online banking much more compared to clients of Bosnia and Herzegovina. It is important to mention that clients of Croatia perceive tangible features as highly significant while Bosnian clients do not perceive tangible features that much important. This proved that Croatian clients are aware of potential security threats and they know their part of responsibility when it comes to handling money online. On the other hand, results from Bosnia and Herzegovina indicated that Bosnian clients have lack of trust in online banking, and lack of awareness about personal tangible aspects that can improve security of personal online banking experience. The main limitation of this study is relatively small sample and too generic approach. Therefore, this study may be perceived as a pilot study for future researchers. The study’s results may be of interest to marketers and managers of banks operating in Bosnia and Herzegovina and Croatia to learn more about their clients’ perceptions towards their e-banking services.

  4. Prevalence and Correlates of Client-Perpetrated Violence against Female Sex Workers in 13 Mexican Cities.

    Directory of Open Access Journals (Sweden)

    Shirley J Semple

    Full Text Available Globally, client-perpetrated violence against female sex workers (FSWs has been associated with multiple health-related harms, including high-risk sexual behavior and increased exposure to HIV/STIs. This study examined correlates of client-perpetrated sexual, physical, and economic violence (e.g., robbery against FSWs in 13 cities throughout Mexico.FSWs (N = 1,089 who were enrolled in a brief, evidence-based, sexual risk reduction intervention for FSWs (Mujer Segura were interviewed about their work context, including experiences of violence perpetrated by clients, sexual risk and substance use practices, financial need, and social supports. Three broad categories of factors (sociodemographic, work context, behavioral and social characteristics of FSWs were examined as correlates of sexual, physical, and economic violence.The prevalence of different types of client-perpetrated violence against FSWs in the past 6 months was: sexual (11.7%, physical (11.8%, economic (16.9%, and any violence (22.6%. Greater financial need, self-identification as a street worker, and lower perceived emotional support were independently associated with all three types of violence. Alcohol use before or during sex with clients in the past month was associated with physical and sexual violence. Using drugs before or during sex with clients, injection drug use in the past month, and population size of city were associated with sexual violence only, and FSWs' alcohol use score (AUDIT-C was associated with economic violence only.Correlates of client-perpetrated violence encompassed sociodemographic, work context, and behavioral and social factors, suggesting that approaches to violence prevention for FSWs must be multi-dimensional. Prevention could involve teaching FSWs strategies for risk avoidance in the workplace (e.g., avoiding use of alcohol with clients, enhancement of FSWs' community-based supports, development of interventions that deliver an anti

  5. Considering Attachment and Partner Perceptions in the Prediction of Physical and Emotional Sexual Satisfaction. (United States)

    Øverup, Camilla S; Smith, C Veronica


    Attachment theory provides a framework for understanding sexual satisfaction; in general, research suggests that attachment anxiety and avoidance are associated with decreased sexual satisfaction. Given their different working models of self and other, perceptions of the partner's level of satisfaction might differentially influence people's own perceptions of satisfaction based on their attachment avoidance and anxiety. To examine the predictive value of attachment anxiety and avoidance and perceptions of partner satisfaction in predicting physical and emotional satisfaction after sexual interactions in two studies. Participants (study 1, n = 52; study 2, n = 144) completed a one-time survey containing a measurement of attachment and then reported on their physical and emotional sexual satisfaction after each sexual interaction over the course of 2 to 3 weeks. The Experiences in Close Relationships Scale-Revised was completed during the one-time survey, and ratings of personal physical and emotional sexual satisfaction (studies 1 and 2) and perceptions of partner's physical and emotional satisfaction were completed after sexual interactions (study 2). Greater attachment avoidance was associated with lesser physical and emotional satisfaction. Moreover, when perceiving the partner to be emotionally satisfied, people with more attachment avoidance reported less emotional satisfaction for themselves. For greater attachment anxiety, greater perceived partner satisfaction (physical and emotional) predicted greater personal satisfaction of the two types. The findings support attachment theory as a valuable lens through which to study sexual satisfaction. Moreover, the results suggest that it is important to consider perceptions of partner sexual satisfaction in understanding the sexual satisfaction of people who demonstrate attachment anxiety and avoidance. Copyright © 2016 International Society for Sexual Medicine. Published by Elsevier Inc. All rights reserved.

  6. Head Nurse Leadership Style and Staff Nurse Job Satisfaction: Are They Related. (United States)


    AUIN Satisfaction : Are They Related? ______________ W 6. PERFORMING 01G. REPORT NUMBER 7. ~ AUrHOR(s) S. CONTRACT OR GRANT NUMBER(s) Nancy Louis Lewis...of decision-making on subordinate satisfaction ? Vroom and Yetton (1973) reported a high correlation between worker satisfaction and participation in...Registered nurses have specialized skill and knowledge of their job requirements. Thus, according to Vroom , nurses will show greater job satisfaction with

  7. Designing satisfaction studies

    DEFF Research Database (Denmark)

    Kristensen, Kai; Eskildsen, Jacob Kjær


    In the effect sampling method, presentation of researcher, the intro text, the order of questions in the questionnaire along with the number of categories in the rating scale is tested in relation to the design of satisfaction studies. Based on the analyses specific recommendations for designing...... satisfaction studies are given....

  8. Customer satisfaction measurement

    Directory of Open Access Journals (Sweden)

    Maričić Branko R.


    Full Text Available Customer satisfaction is important in business management as a basis for long-term profitability of a single line of products and services and the company as a whole. Customer satisfaction in modern market conditions is characterized by a large number of alternatives that can satisfy the same need or desire of consumers, and are a prerequisite for the retention, loyalty, and positive verbal communication between companies and vendors on one hand and consumers on the other. Companies are investing more and more investment and management efforts in improving customer satisfaction. Improving customer satisfaction and its measurement involves the taking of appropriate marketing strategies and tactics, as well as corrective measures. This paper presents the well-known attempts to measure customers' satisfaction at the macro and micro level of marketing analysis. The index of consumer satisfaction is an important indicator of achieved quality and market performance of companies and can be measured on a micro and macro level. National customer satisfaction indexes are useful framework for analyzing the competitiveness of national economies, industries and individual companies and are used for a variety of other aspects of observation and analysis. Standardization of consumer satisfaction indexes in different countries allows comparability of the data, giving a new quality of analysis in the era of globalization and internationalization of business.

  9. Measuring patient satisfaction. (United States)

    Levin, Roger


    Many businesses use customer satisfaction surveys successfully. You may notice that you find one in almost every restaurant or hotel room. I do not think it is a coincidence that the hotel industry provides some of the finest customer service available. When it comes to providing excellent customer service, dental practices can learn from businesses that regularly assess customer satisfaction.

  10. Interactive Effects of Counselor-Client Similarity and Client Self-Esteem on Termination Type and Number of Sessions. (United States)

    Berry, G. William; Sipps, Gary J.


    Examined effects of client self-esteem as measured by Rosenberg Self-Esteem Scale and client-counselor similarity as determined by Myers-Briggs Type Indicator (MBTI) on number of sessions and type of termination (unilateral or mutual) for 55 clients and 9 counselors at university counseling center. Self-esteem interacted significantly with…

  11. Citizen (Dis)satisfaction

    DEFF Research Database (Denmark)

    Olsen, Asmus Leth


    This article introduces the importance of equivalence framing for understanding how satisfaction measures affect citizens’ evaluation of public services. Does a 90 percent satisfaction rate have a different effect than a logically equivalent 10 percent dissatisfaction rate? Two experiments were...... conducted on citizens’ evaluations of hospital services in a large, nationally representative sample of Danish citizens. Both experiments found that exposing citizens to a patient dissatisfaction measure led to more negative views of public service than exposing them to a logically equivalent satisfaction...... metric. There is some support for part of the shift in evaluations being caused by a negativity bias: dissatisfaction has a larger negative impact than satisfaction has a positive impact. Both professional experience at a hospital and prior exposure to satisfaction rates reduced the negative response...

  12. Waste management in Greater Vancouver

    Energy Technology Data Exchange (ETDEWEB)

    Carrusca, K. [Greater Vancouver Regional District, Burnaby, BC (Canada); Richter, R. [Montenay Inc., Vancouver, BC (Canada)]|[Veolia Environmental Services, Vancouver, BC (Canada)


    An outline of the Greater Vancouver Regional District (GVRD) waste-to-energy program was presented. The GVRD has an annual budget for solid waste management of $90 million. Energy recovery revenues from solid waste currently exceed $10 million. Over 1,660,00 tonnes of GVRD waste is recycled, and another 280,000 tonnes is converted from waste to energy. The GVRD waste-to-energy facility combines state-of-the-art combustion and air pollution control, and has processed over 5 million tonnes of municipal solid waste since it opened in 1988. Its central location minimizes haul distance, and it was originally sited to utilize steam through sales to a recycle paper mill. The facility has won several awards, including the Solid Waste Association of North America award for best facility in 1990. The facility focuses on continual improvement, and has installed a carbon injection system; an ammonia injection system; a flyash stabilization system; and heat capacity upgrades in addition to conducting continuous waste composition studies. Continuous air emissions monitoring is also conducted at the plant, which produces a very small percentage of the total air emissions in metropolitan Vancouver. The GVRD is now seeking options for the management of a further 500,000 tonnes per year of solid waste, and has received 23 submissions from a range of waste energy technologies which are now being evaluated. It was concluded that waste-to-energy plants can be located in densely populated metropolitan areas and provide a local disposal solution as well as a source of renewable energy. Other GVRD waste reduction policies were also reviewed. refs., tabs., figs.

  13. Coordination of services for dual diagnosis clients in the interface between specialist and community care

    Directory of Open Access Journals (Sweden)

    Bjørkquist C


    Full Text Available Catharina Bjørkquist, Gunnar Vold Hansen Faculty of Health and Welfare, Østfold University College, Halden, Norway Purpose: The aim of this article is to study the coordination of comprehensive services for clients with concurrent substance abuse and mental health disorders (dual diagnosis, which is a very complex client group. In order to achieve comprehensive care and treatment, the service providers need to cooperate and coordinate, but the questions here, are how this is done and how appropriate the coordination is. Data and methods: Data were collected from group interviews during a 1-day workshop with clients, relatives, and employees from the various services involved. Results: Information exchange between the services was generally in writing. Coordination between substance abuse and mental health services was experienced as fragmented. ­Employees had an unclear perception of the work and expertise of the other service providers involved. There were examples of disparity between the services a municipality could offer and client needs. A coordinator, if available, was emphasized by both clients and service providers as serving an important function in coordination and relationship building. Conclusion: Predominantly written communication and unclear division of responsibilities and duties resulted in employees creating stereotypes of each other, both within specialist health services and between specialist and municipal health services. A coordinator was able to coordinate various inputs, often through informal contact, with a view to establishing appropriate services for individual clients. Coordination in interagency meeting points, such as “responsibility teams”, was the most successful solution, but this will involve a greater degree of networking than is common today. Keywords: addiction and mental health issues, collaboration, coordination, specialist health services, primary care

  14. British Higher Education and Its Older Clients. (United States)

    Woodley, Alan; Wilson, Jane


    Using results from a survey of British graduates, examined outcomes of higher education for older students, including their current employment situation, relationship of degree to job, and student satisfaction. Found that mature students are an extremely heterogeneous group, with differences in outcomes by age and mode of study. (EV)

  15. Evaluating the Influence of the Client Behavior in Cloud Computing. (United States)

    Souza Pardo, Mário Henrique; Centurion, Adriana Molina; Franco Eustáquio, Paulo Sérgio; Carlucci Santana, Regina Helena; Bruschi, Sarita Mazzini; Santana, Marcos José


    This paper proposes a novel approach for the implementation of simulation scenarios, providing a client entity for cloud computing systems. The client entity allows the creation of scenarios in which the client behavior has an influence on the simulation, making the results more realistic. The proposed client entity is based on several characteristics that affect the performance of a cloud computing system, including different modes of submission and their behavior when the waiting time between requests (think time) is considered. The proposed characterization of the client enables the sending of either individual requests or group of Web services to scenarios where the workload takes the form of bursts. The client entity is included in the CloudSim, a framework for modelling and simulation of cloud computing. Experimental results show the influence of the client behavior on the performance of the services executed in a cloud computing system.

  16. Attitudes and behaviours of maternal health care providers in interactions with clients: a systematic review. (United States)

    Mannava, P; Durrant, K; Fisher, J; Chersich, M; Luchters, S


    High maternal mortality and morbidity persist, in large part due to inadequate access to timely and quality health care. Attitudes and behaviours of maternal health care providers (MHCPs) influence health care seeking and quality of care. Five electronic databases were searched for studies from January 1990 to December 2014. Included studies report on types or impacts of MHCP attitudes and behaviours towards their clients, or the factors influencing these attitudes and behaviours. Attitudes and behaviours mentioned in relation to HIV infection, and studies of health providers outside the formal health system, such as traditional birth attendants, were excluded. Of 967 titles and 412 abstracts screened, 125 full-text papers were reviewed and 81 included. Around two-thirds used qualitative methods and over half studied public-sector facilities. Most studies were in Africa (n = 55), followed by Asia and the Pacific (n = 17). Fifty-eight studies covered only negative attitudes or behaviours, with a minority describing positive provider behaviours, such as being caring, respectful, sympathetic and helpful. Negative attitudes and behaviours commonly entailed verbal abuse (n = 45), rudeness such as ignoring or ridiculing patients (n = 35), or neglect (n = 32). Studies also documented physical abuse towards women, absenteeism or unavailability of providers, corruption, lack of regard for privacy, poor communication, unwillingness to accommodate traditional practices, and authoritarian or frightening attitudes. These behaviours were influenced by provider workload, patients' attitudes and behaviours, provider beliefs and prejudices, and feelings of superiority among MHCPs. Overall, negative attitudes and behaviours undermined health care seeking and affected patient well-being. The review documented a broad range of negative MHCP attitudes and behaviours affecting patient well-being, satisfaction with care and care seeking. Reported negative patient

  17. Job Satisfaction in Public and Private Schools

    DEFF Research Database (Denmark)

    Dahler-Larsen, Peter; Foged, Søren Kjær


    is that dissimilar functional areas are studied which makes it difficult to isolate effects of privatization as such. We respond to these challenges by carrying out an empirical analysis of job satisfaction among teachers who teach Danish to immigrants. The teachers work in comparable schools, carry out the same...... task, and are subject to the same performance management system, but some of the schools are public, some are private, and some have been subject to competitive tendering. We demonstrate that competition has a greater impact than ownership upon job satisfaction. We also show that one of the key...... mechanisms which translate competition into reduced job satisfaction relates to changing relations between managers and employees. Advocates and opponents of privatization alike should pay more attention to specific aspects and mechanisms related to privatization, in particular the element of competition....

  18. Arab Youth in Canada: Acculturation, Enculturation, Social Support, and Life Satisfaction (United States)

    Paterson, Ashley D.; Hakim-Larson, Julie


    Results from 98 Arab youth in Canada showed that having a positive Arab culture orientation was related to greater family life satisfaction with family social support as a mediator. A positive European Canadian orientation was related to greater school life satisfaction, but this relation was not mediated by friend social support. Implications for…

  19. Enquête de satisfaction Novae

    CERN Multimedia


    Novae lance une enquête de satisfaction auprès de ses clients. Vous pouvez accéder au questionnaire au sujet des trois restaurants d’entreprise du CERN en utilisant le lien et les codes ci-dessous. Le délai de réponse est fixé au jeudi 29 mai. Voici les codes à introduire (en respectant la casse) pour entrer dans le questionnaire, selon le site : CERN Restaurant n°1 : CERN114 CERN Restaurant n°2 : CERN214 CERN Restaurant n°3 : CERN314   Nous attirons votre attention sur le fait que tout questionnaire rempli sera validé. Nous vous prions donc de ne pas utiliser ce lien pour tester le questionnaire. Merci d’avance pour votre collaboration. L'équipe Novae

  20. Survey of pay satisfaction, job satisfaction and employee turnover in ...

    African Journals Online (AJOL)

    Survey of pay satisfaction, job satisfaction and employee turnover in selected business organisations in Lagos, Nigeria. ... Global Journal of Social Sciences ... The study was an attempt at investigating the relatedness of pay satisfaction, job satisfaction and employee turnover in business organizations in Lagos Nigeria.

  1. Does courtesy bias affect how clients report on objective and subjective measures of family planning service quality? A comparison between facility- and home-based interviews. (United States)

    Hameed, Waqas; Ishaque, Muhammad; Gul, Xaher; Siddiqui, Junaid-Ur-Rehman; Hussain, Sharmeen; Hussain, Wajahat; Ahmed, Aftab; Balal, Asma


    Despite a general understanding that exit interviews being conducted at service providers' facilities may influence clients' responses favorably to health professionals, there is very little evidence available that demonstrates the extent to which this problem exists. This study aimed at assessing and comparing clients' perceptions of the quality of family planning services and their satisfaction levels between facility- and home-based interviews. A cross-sectional survey was conducted among clients receiving family planning services across three service delivery channels - nongovernmental organization (NGO) clinics, social franchise (SF) centers, and outreach camps. The survey took place from December 2015 to January 2016 in 70 districts across all four provinces of Pakistan. A total of 2,807 clients were interviewed, of whom 1,404 clients were interviewed at health facilities after receiving services and 1,403 were interviewed at their homes within 3 days of method uptake. Overall, we found no significant differences between the characteristics of study participants interviewed at health facilities or at home. The findings suggested that experiences reported in exit surveys at facilities were strongly biased positively. This was true for both experiential (service quality) and perception-based (satisfaction) questions in the context of SF centers, while at NGO clinics the interview location only affected clients' responses regarding service quality. However, in outreach settings, clients are more likely to share bad experiences in exit interviews than in home-based interviews on objectively asked questions (service quality). Our study indicates signs of courtesy bias and possibly the Hawthorne effect in exit interviews. Program implementers could opt for home-based interviews for women receiving services at NGO clinics or SF center, whereas exit interviews could be used in outreach settings.

  2. Reproductive Health Needs Among Substance Use Disorder Treatment Clients. (United States)

    Terplan, Mishka; Lawental, Maayan; Connah, Melanie Bryant; Martin, Caitlin Eileen


    Individuals with substance use disorders (SUDs) have unique reproductive health needs. The aim of this study was to evaluate these needs and assess the acceptability of family planning service delivery of SUD treatment clients. Reproductive health needs of drug treatment clients were assessed using a cross-sectional anonymous survey in 4 treatment sites in Baltimore City, MD. Surveys were distributed by staff. Contraceptives assessed included sterilization, intrauterine devices, implants, injections, pills, patches, rings, condoms, spermicide, withdrawal, and the rhythm method. Results are stratified by sex and between those using and not using highly effective contraceptive methods. A total of 115 women and 95 men completed the survey (80% younger than 50 years), with 39% of women and 54% of men reporting using condoms, but only 24% of women and 26% of men reporting consistent use. All other methods were used by less than 12% of the sample. Only 20% of sexually active women reported using a highly reliable form of contraception and only 53% were using any form of contraception at all. Contraceptive use correlated inversely with age, but did not correlate with having had sexually transmitted infection testing or other preventive health services. Although more than 90% of participants had access to health care services in the past 3 years, 25% of women and 33% of men reported difficulty accessing health care providers. The majority of respondents said they would likely use family planning services if available at their SUD treatment (83% of women and 58% of men). Men and women in SUD treatment have unmet reproductive health needs. As SUD treatment moves toward greater integration, the programmatic inclusion of family planning services should be considered.

  3. Client/consultant model services agreement

    CERN Document Server

    International Federation of Consulting Engineers


    The terms of the Client Consultant Model Services agreement (The White Book) have been prepared by the Fédération Internationale des Ingénieurs-Conseils (FIDIC) and are recommended for general use for the purposes of pre-investment and feasibility studies, designs and administration of construction and project management, where proposals for such services are invited on an international basis. They are equally adaptable for domestic agreements. - See more at:

  4. Sexually transmitted infections among heterosexual male clients of female sex workers in China: a systematic review and meta-analysis.

    Directory of Open Access Journals (Sweden)

    Megan M McLaughlin

    Full Text Available Female sex workers have been the target of numerous sexually transmitted infection (STI prevention strategies in China, but their male clients have attracted considerably less public health attention and resources. We sought to systematically assess the prevalence of HIV, syphilis, gonorrhea, and chlamydia among heterosexual male clients of female sex workers in China.Original research manuscripts were identified by searching Chinese and English language databases, and 37 studies analyzing 26,552 male clients were included in the review. Client STI prevalence across studies was heterogeneous. Pooled prevalence estimates and 95% confidence intervals were 0.68% (0.36-1.28% for HIV, 2.91% (2.17-3.89% for syphilis, 2.16% (1.46-3.17% for gonorrhea, and 8.01% (4.94-12.72% for chlamydia.The pooled prevalence estimates of HIV, syphilis, gonorrhea, and chlamydia among clients in this review exceed the prevalences previously reported among population-representative samples and low-risk groups in China. However, heterogeneity across studies and sampling limitations prevent definitive conclusions about how the prevalence of STIs in this population compares to the general population. These findings suggest a need for greater attention to clients' sexual risk and disease prevalence in China's STI research agenda in order to inform effective prevention policies.


    Directory of Open Access Journals (Sweden)

    Guilherme Soares


    Full Text Available Based on a survey of 505 corporate clients from the information technology industry, this study uses a logit statistical model to analyze whether such factors as loyalty, trust, client importance, intimacy between customer and supplier and the cost of changing suppliers may affect the choice of the marketing channel used by the client. The results show that the greater intimacy between a supplier and a corporate client is a determining factor for the client’s preference for being served by the manufacturer rather than an intermediary. In contrast, clients’ perception of their own importance to the supplier is not very relevant to their preference for being served directly by the manufacturer, and the other factors were not identified as (statistically important determinants of the choice of the marketing channel. These results suggest that the real advantage of the direct sales channel over the indirect sales channel lies in its ability to strengthen the client-manufacturer relationship, thereby contributing to the development of solutions that better serve the needs of corporate clients.

  6. Acceptability of contingency management among clinicians and clients within a co-occurring mental health and substance use treatment program. (United States)

    Srebnik, Debra; Sugar, Andrea; Coblentz, Patrick; McDonell, Michael G; Angelo, Frank; Lowe, Jessica M; Ries, Richard K; Roll, John


    Emerging evidence supports the effectiveness of contingency management (CM) for addictions treatment among individuals with co-occurring serious mental illness (SMI). Addiction treatment for people with SMI generally occurs within community mental health centers (CMHCs) and it is not known whether CM is acceptable within this context. Client views regarding CM are also unknown. This study is the first to describe CM acceptability among CMHC clinicians, and the first to explore client views. Clinician-level predictors of CM acceptability are also examined. This study examined views about CM among 80 clinicians and 29 clients within a CMHC within the context of a concurrent CM study. Three-quarters of clinicians reported they would use CM if funding were available. Clinicians and clients affirmed that incentives enhance abstinence motivation. Clinician CM acceptability was related to greater years of experience, and identifying as an addictions or co-occurring disorders counselor, more than a mental health clinician. The findings provide preliminary evidence that CMHC clinicians, serving clients with addictions and complicating SMI, and client participants in CM, view CM as motivating and a positive tool to facilitate recovery. As an evidence-based intervention, CM warrants further efforts toward funding and dissemination in CMHCs. Copyright © American Academy of Addiction Psychiatry.

  7. Physician Empathy as a Driver of Hand Surgery Patient Satisfaction. (United States)

    Menendez, Mariano E; Chen, Neal C; Mudgal, Chaitanya S; Jupiter, Jesse B; Ring, David


    To examine the relationship between patient-rated physician empathy and patient satisfaction after a single new hand surgery office visit. Directly after the office visit, 112 consecutive new patients rated their overall satisfaction with the provider and completed the Consultation and Relational Empathy Measure, the Newest Vital Sign health literacy test, a sociodemographic survey, and 3 Patient-Reported Outcomes Measurement Information System-based questionnaires: Pain Interference, Upper-Extremity Function, and Depression. We also measured the waiting time in the office to see the physician, the duration of the visit, and the time from booking until appointment. Multivariable logistic and linear regression models were used to identify factors independently associated with patient satisfaction. Patient-rated physician empathy correlated strongly with the degree of overall satisfaction with the provider. After controlling for confounding effects, greater empathy was independently associated with patient satisfaction, and it alone accounted for 65% of the variation in satisfaction scores. Older patient age was also associated with satisfaction. There were no differences between satisfied and dissatisfied patients with regard to waiting time in the office, duration of the appointment, time from booking until appointment, and health literacy. Physician empathy was the strongest driver of patient satisfaction in the hand surgery office setting. As patient satisfaction plays a growing role in reimbursement, targeted educational programs to enhance empathic communication skills in hand surgeons merit consideration. Prognostic II. Copyright © 2015 American Society for Surgery of the Hand. Published by Elsevier Inc. All rights reserved.

  8. Use of sexual risk assessment and feedback at intake to promote counselor awareness of subsequent client risk behavior during early treatment. (United States)

    Hartzler, Bryan; Beadnell, Blair; Calsyn, Donald A


    Sexual risk is an important, oft-neglected area in addiction treatment. This report examines computerized sexual risk assessment and client feedback at intake as means of enhancing counselor awareness of client risk behavior during early treatment, as well as any clinical impact of that counselor awareness. In 2009-2011, new clients at both opiate treatment and drug-free treatment programs endorsed in a computer-assisted assessment at intake 90-day retrospective indices for: being sexually active, having multiple partners, having sex under drug influence, and inconsistently using condoms. Clients were randomly assigned in a 2:1 ratio to receive or not receive a personal feedback report, and those receiving a report chose if a counselor copy was also distributed. Ninety days later, retained clients (N = 79) repeated the assessment and their counselors concurrently reported perceptions of recent client risk behavior. Based on client reports, pretreatment risk behaviors were prevalent among men and women and remained so during treatment. A general linear model revealed greater counselor awareness of subsequent client risk behavior with mutual distribution of intake feedback reports to client and counselor, and at the opiate treatment program. A repeated-measures analysis of variance indicated that counselor awareness did not predict change in temporally stable patterns of sexual risk behavior. CONCLUSIONS/IMPORTANCE: Findings document that computerized intake assessment of sexual risk and mutually distributed feedback reports prompt greater counselor awareness of clients' subsequent risk behavior. Future research is needed to determine how best to prepare counselors to use such awareness to effectively prompt risk reduction in routine care.

  9. Characterizing fentanyl use in methadone-maintained clients. (United States)

    Arfken, Cynthia L; Suchanek, Jessica; Greenwald, Mark K


    Deaths attributed to fentanyl have increased in the United States. However, little is known about fentanyl use among substance abuse treatment clients. To fill this gap, we assessed prevalence of fentanyl exposure, characteristics of clients testing positive for fentanyl, other substances detected concurrently or simultaneously with fentanyl, and clients' perception of how many people are actively seeking to use fentanyl. A retrospective chart review was conducted of all clients at one methadone maintenance treatment clinic between January 2015 and May 2016 in Wayne County, Michigan. Urine drug screens (UDS) including fentanyl (and its metabolite norfentanyl) were conducted clinically. To obtain additional data, 113 clients in this clinic subsequently completed an anonymous survey. Of 368 unique clients with UDS, 38.0% had at least one and 26.1% had ≥2 fentanyl-positive UDS results. None had a fentanyl prescription. Clients ever testing positive for fentanyl were significantly (pFentanyl-positive UDS results coincided most commonly with metabolites of cocaine- and heroin-positive UDS results. Of the anonymously surveyed clients, most (67.3%) reported they did not know anyone seeking fentanyl, a proportion significantly higher than for heroin, cocaine, alprazolam, hydrocodone and morphine. Fentanyl was commonly detected during this period with some clients having multiple fentanyl-positive UDS. Most clients did not know anyone seeking to obtain fentanyl. Regardless, the high exposure underscores that naloxone training and distribution is needed. Copyright © 2017 Elsevier Inc. All rights reserved.

  10. Physicians' Job Satisfaction.

    African Journals Online (AJOL)


    doctors and retention of the existing doctors, in addition to the ... an employee's well-being Examples of job resources are job ..... increase physician job satisfaction for ensuring the .... both pay and benefits physicians at private hospitals.

  11. ASD Customer Satisfaction Survey (United States)

    Department of Veterans Affairs — ASD implemented a customer satisfaction survey for our products and services. This feedback will provide a better understanding of how ASD products and services can...

  12. Applicant Satisfaction Survey (United States)

    Office of Personnel Management — The Chief Human Capital Officers developed 3 surveys that asks applicants to assess their satisfaction with the application process on a 1-10 point scale, with 10...

  13. Organizational Maintenance, Sensitivity to Clients, and Vulnerability: The Villain as Ambiguous Hero. Discussion Paper #442-77. (United States)

    Sosin, Michael

    This paper reexamines the concept of organizational maintenance and argues that the common assumption of an inverse relation between maintenance and the sensitivity of organizations to client needs is not valid. A logical analysis suggests that maintenance should lead to a greater sensitivity to environmental forces that control important…

  14. Understanding the innovation adoption process of construction clients, Clients driving Innovation

    NARCIS (Netherlands)

    Hartmann, Andreas; Dewulf, Geert P.M.R.; Reymen, Isabelle; Adams, L.; Guest, K.


    Although the role of clients in stimulating construction innovation seems to be controversial, little has been known about their innovation adoption behaviour. This paper presents first results of an ongoing research project the aim of which is to shed more light on the adoption processes of

  15. Making participation accessible for vulnerable clients

    Directory of Open Access Journals (Sweden)

    Louis Anthony Iaquinto


    Full Text Available Despite forty years of research, community sector service providers still find operationalising participation in their practice confusing and difficult.  This paper presents the results of a preliminary study that begins to question why this is so and what can be done about it?  The study examines the meaning and importance of participation determined by a review of the academic literature, by soliciting feedback from a range of stakeholders in community sector organisations, including service users with complex barriers to participation, staff, and board members.  The participants’ perspectives, views and experience of participation were obtained through the use of semi-structured interviews.  The data generated a number of telling examples of the impact organisational culture has on service delivery and how the values of the leadership shape the organization, as well as illustrations of the principles that underpin participation expressed from the standpoints of the three participant groups.  Study findings underscore the critical importance for service providers to consider their culture and its influences.   Keywords: organisational culture, vulnerable clients, client participation

  16. Client satisfaction in a faith-based health network: findings from a ...

    African Journals Online (AJOL)


    Jul 14, 2014 ... is likely to be high and this will have a positive impact on the health seeking .... tional Council for Science and Technology (SS3823). Participants were .... or unemployed (OR=3.34), attendance at a hospital. (OR=2.15) were ...

  17. Acceptability and Receipt of Preventive Care for Chronic-Disease Health Risk Behaviors Reported by Clients of Community Mental Health Services. (United States)

    Bartlem, Kate; Bowman, Jenny; Freund, Megan; Wye, Paula; Lecathelinais, Christophe; McElwaine, Kathleen; Wolfenden, Luke; Gillham, Karen; Wiggers, John


    Compared with the general population, people with a mental illness have a greater prevalence of behaviors that contribute to higher chronic disease rates. Mental health clinical guidelines recommend preventive care to address such behaviors; however, little information is available about whether clients consider preventive care acceptable or about the prevalence of such care in mental health services. This article describes acceptability and receipt of assessment, advice, and referral for smoking, inadequate fruit and vegetable consumption, harmful alcohol consumption, and physical inactivity, as reported by community mental health service clients. The association between preventive care, diagnosis, and number of clinical appointments was examined. A cross-sectional telephone interview was conducted with clients (N=558) of community mental health services in Australia. Although preventive care was highly acceptable to clients (86%-97%), receipt of preventive care was low. Client receipt of risk assessment ranged from 26% (assessment of fruit or vegetable intake) to 76% (assessment of alcohol consumption). The proportion of clients at risk of and assessed for unhealthy behavior who then received brief advice ranged from 69% (fruit or vegetable intake) to 85% (physical activity), whereas only 38% (alcohol consumption) to 49% (smoking) received any referral. A greater number of mental health appointments were associated with higher prevalence of preventive care, as were diagnoses of diabetes or respiratory conditions and not having a schizophrenia diagnosis. Practice change strategies are required to increase the delivery of routine preventive care within mental health services if clients are to benefit from clinical guidelines.

  18. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction......, customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic...

  19. Job Satisfaction of Nursing Managers


    Petrosova, Liana; Pokhilenko, Irina


    The aim of the study was to research levels of job satisfaction, factors affecting job satisfaction/dissatisfaction, and ways to improve job satisfaction among nursing managers. The purposes of the study were to extend knowledge in the field of healthcare management, to raise awareness about factors that affect job satisfaction in nursing management career, and to provide suggestions regarding how to increase job satisfaction among nursing managers. The method of this study is literature r...

  20. Empathy from the client's perspective: A grounded theory analysis. (United States)

    MacFarlane, Peter; Anderson, Timothy; McClintock, Andrew S


    Although empathy is one of most robust predictors of client outcome, there is little consensus about how best to conceptualize this construct. The aim of the present research was to investigate clients' perceptions and in-session experiences of empathy. Semi-structured, video-assisted interpersonal process recall interviews were used to collect data from nine clients receiving individual psychotherapy at a university psychology clinic. Grounded theory analysis yielded a model consisting of three clusters: (1) relational context of empathy (i.e., personal relationship and professional relationship), (2) types of empathy (i.e., psychotherapists' cognitive empathy, psychotherapists' emotional empathy, and client attunement to psychotherapist), and (3) utility of empathy (i.e., process-related benefits and client-related benefits). These results suggest that empathy is a multi-dimensional, interactional process that affects-and is affected by-the broader relationship between client and psychotherapist.

  1. The linkage between employee and patient satisfaction in home healthcare. (United States)

    Rosati, Robert J; Marren, Joan M; Davin, Denise M; Morgan, Cynthia J


    Greater accountability for patient outcomes, reduced reimbursement, and a protracted nursing shortage have made employee and patient satisfaction results central performance metrics and strategic imperatives in healthcare. Key questions are whether the two interact and if so, how can that relationship be leveraged to obtain maximum gains in both employee and patient satisfaction. This article examines the experience of a large, nonprofit home care agency in exploring these issues. The agency found that organizational commitment to patient care and customer service are fundamental to patient satisfaction. The more employees perceived that the organization is focused on quality and customers, the more patient satisfaction increased. Among nurses, work-life balance, fair compensation, and regard for employees all influenced patient satisfaction.

  2. Factors influencing job satisfaction of oncology nurses over time. (United States)

    Cummings, Greta; Olson, Karin; Raymond-Seniuk, Christy; Lo, Eliza; Masaoud, Elmabrok; Bakker, Debra; Fitch, Margaret; Green, Esther; Butler, Lorna; Conlon, Michael


    In this study, we tested a structural equation model to examine work environment factors related to changes in job satisfaction of oncology nurses between 2004 and 2006. Relational leadership and good physician/nurse relationships consistently influenced perceptions of enough RNs to provide quality care, and freedom to make patient care decisions, which, in turn, directly influenced nurses' job satisfaction over time. Supervisor support in resolving conflict and the ability to influence patient care outcomes were significant influences on job satisfaction in 2004, whereas, in 2006, a clear philosophy of nursing had a greater significant influence. Several factors that influence job satisfaction of oncology nurses in Canada have changed over time, which may reflect changes in work environments and work life. These findings suggest opportunities to modify work conditions that could improve nurses' job satisfaction and work life.

  3. Loneliness and life satisfaction in Japan and Australia. (United States)

    Schumaker, J F; Shea, J D; Monfries, M M; Groth-Marnat, G


    We examined the relationship between loneliness and life satisfaction in 121 residents of Fukoku, Japan, and 139 residents of Melbourne, Australia, using the Satisfaction With Life Scale (Diener, Emmons, Larsen, & Griffin, 1983) and the Revised UCLA Loneliness Scale (Russell, Peplau, & Cutrona, 1980). Australian subjects reported significantly less loneliness and significantly greater life satisfaction than Japanese subjects. A high inverse correlation was found between loneliness and life satisfaction in Australian subjects, with a much smaller inverse relationship observed among the Japanese, suggesting that loneliness in Japanese subjects did not emotionally translate into life dissatisfaction as it did in Australian subjects. Instead, the experience of loneliness in Japanese individuals may remain largely independent of general life satisfaction.

  4. Working in clients' homes: the impact on the mental health and well-being of visiting home care workers. (United States)

    Denton, Margaret A; Zeytinoğlu, Işk Urla; Davies, Sharon


    The purpose of this paper is to examine the effects of working in clients' homes on the mental health and well-being of visiting home care workers. This paper reports the results of a survey of 674 visiting staff from three non-profit home care agencies in a medium-sized city in Ontario, Canada. Survey results are also complimented by data from 9 focus groups with 50 employees. For purposes of this study, home care workers include visiting therapists, nurses, and home support workers. Mental health and well-being is measured by three dependent variables: stress; job stress; and intrinsic job satisfaction. Multiple least squared regression analyses show several structural, emotional, physical, and organizational working conditions associated with the health and well-being of visiting home care workers. Overall, results show that workload, difficult clients, clients who take advantage of workers, sexual harassment, safety hazards, a repetitious job, and work-related injuries are associated with poorer health. Being fairly paid, having good benefits, emotional labour, organizational support, control over work, and peer support are associated with better health. Results suggest that policy change is needed to encourage healthier work environments for employees who work in clients' homes.

  5. Telephone-administered cognitive-behavioral therapy for clients with depressive symptoms in an employee assistance program: a pilot study. (United States)

    Lam, Raymond W; Lutz, Kevin; Preece, Melady; Cayley, Paula M; Bowen Walker, Anne


    To assess the clinical and work productivity effects of a brief intervention using telephone-administered cognitive-behavioral therapy (CBT) for clients with depressive symptoms attending an employee assistance program (EAP). Self-referred clients attending the PPC Canada EAP with clinically relevant depressive symptoms at initial assessment were offered an 8-session telephone-administered CBT program. Outcomes before and after intervention were assessed with the 9-item Personal Health Questionnaire (PHQ-9), Global Assessment of Functioning (GAF), and clinician ratings of work absence and performance impairment. Fifty clients were referred to the pilot program; 39 participated and 31 completed the telephone CBT program. Among program participants, there was significant improvement in PHQ-9 and GAF scores. There was also a significant reduction in performance impairment but not work absence. Anecdotal reports indicated high satisfaction ratings among participants. The results of this pilot study, although limited by the absence of a comparison or control group, suggest that a brief telephone-administered CBT program can improve depressive symptomatology, work productivity, and general function in depressed clients attending an EAP. Further controlled studies are needed to confirm these preliminary findings.

  6. The More or the Better? How Sex Contributes to Life Satisfaction. (United States)

    Schmiedeberg, Claudia; Huyer-May, Bernadette; Castiglioni, Laura; Johnson, Matthew D


    Much cross-sectional research documented associations between sexuality and life satisfaction, but very little longitudinal research on the topic has considered whether changes in sexuality and life satisfaction unfold together over time. Using data from 5582 individuals in partnerships surveyed across 5786 intimate relationships (providing 18,712 observations for analysis) during five waves of the German Family Panel (pairfam), this study examined whether intraindividual changes in sexual frequency and satisfaction were associated with corresponding intraindividual changes in life satisfaction. Fixed effects regression modeling results showed that individuals reported a greater increase (decrease) in life satisfaction when they also experienced a more substantial increase (decrease) in sexual frequency and satisfaction. This finding was consistent for men and women. This study contributes to the literature by documenting that naturally occurring increases in sexual frequency and satisfaction over time predicted corresponding increases in life satisfaction.

  7. A Study on Job Satisfaction as a Determinant of Job Motivation

    Directory of Open Access Journals (Sweden)

    Azman Ismail


    Full Text Available Despite significant increase of interest in job motivation among the global organizations, the role of an administrator is still unclear. The main objective of this study is to investigate the relationship between job satisfaction (i.e., intrinsic satisfaction and extrinsic satisfaction and job motivation. A survey method was used to collect self-report survey of employees in Malaysian Fire and Rescue Department. The SmartPLS path model analysis revealed three key findings: first, job satisfaction is significantly correlated with job motivation. Second, intrinsic satisfaction is significantly correlated with job motivation. Third, extrinsic satisfaction is significantly correlated with job motivation. These findings demonstrate that the ability of administrators to provide adequate intrinsic satisfaction and extrinsic satisfaction may lead to greater employees‟ job motivation. In addition, discussion, implications and conclusion are also presented.

  8. Client capital as a source of enterprise cost


    Verba Veronika A.; Tyshchenko Oleksandr O.


    The article presents the authors’ vision of the essence of the client capital and its influence upon the enterprise cost. The goal of the article is explanation of the role of the client capital in the process of enterprise capitalisation with the help of the business cost capitalisation model: investments into assets – cash flow generation – enterprise capitalisation. The result of the study is the authors’ position regarding the essence and structuring the client capital, which gives a poss...

  9. Satisfaction with the local service point for care: results of an evaluation study (United States)

    Esslinger, Adelheid Susanne; Macco, Katrin; Schmidt, Katharina


    Purpose The market of care increases and is characterized by complexity. Therefore, service points, such as the ‘Zentrale Anlaufstelle Pflege (ZAPf)’ in Nuremberg, are helpful for clients to get orientation. The purpose of the presentation is to show the results of an evaluation study about the clients' satisfaction with the offers of ZAPf. Study Satisfaction with service may be measured with the SERVQUAL concept introduced by Parasuraman et al. (1988). They found out five dimensions of quality (tangibles, reliability, responsiveness, assurances and empathy). We took these dimensions in our study. The study focuses on the quality of service and the benefits recognized by clients. In spring 2007, we conducted 67 interviews by phone, based on a half standardized questionnaire. Statistical analysis was conducted using SPSS. Results The clients want to get information about care in general, financial and legal aspects, alternative care arrangement (e.g. ambulant, long-term care) and typical age-related diseases. They show a high satisfaction with the service provided. Their benefits are to get information and advice, to strengthen the ability of decision taking, to cope with changing situations in life, and to develop solutions. Conclusions The results show that the quality of service is on a high level. Critical success factors are the interdisciplinary cooperation at the service point, based on a regularly and open exchange of information. Every member focuses on an optimal individual solution for the client. Local professional service points act as networkers and brokers. They serve not only for the clients' needs but also support the effective and efficient provision of optimized care.

  10. Consumer-providers of care for adult clients of statutory mental health services. (United States)

    Pitt, Veronica; Lowe, Dianne; Hill, Sophie; Prictor, Megan; Hetrick, Sarah E; Ryan, Rebecca; Berends, Lynda


    the same outcome to provide a summary estimate of the effect across studies. We describe findings for each outcome in the text of the review with considerations of the potential impact of bias and the clinical importance of results, with input from a clinical expert. We included 11 randomised controlled trials involving 2796 people. The quality of these studies was moderate to low, with most of the studies at unclear risk of bias in terms of random sequence generation and allocation concealment, and high risk of bias for blinded outcome assessment and selective outcome reporting.Five trials involving 581 people compared consumer-providers to professionals in similar roles within mental health services (case management roles (4 trials), facilitating group therapy (1 trial)). There were no significant differences in client quality of life (mean difference (MD) -0.30, 95% confidence interval (CI) -0.80 to 0.20); depression (data not pooled), general mental health symptoms (standardised mean difference (SMD) -0.24, 95% CI -0.52 to 0.05); client satisfaction with treatment (SMD -0.22, 95% CI -0.69 to 0.25), client or professional ratings of client-manager relationship; use of mental health services, hospital admissions and length of stay; or attrition (risk ratio 0.80, 95% CI 0.58 to 1.09) between mental health teams involving consumer-providers or professional staff in similar roles.There was a small reduction in crisis and emergency service use for clients receiving care involving consumer-providers (SMD -0.34 (95%CI -0.60 to -0.07). Past or present consumers who provided mental health services did so differently than professionals; they spent more time face-to-face with clients, and less time in the office, on the telephone, with clients' friends and family, or at provider agencies.Six trials involving 2215 people compared mental health services with or without the addition of consumer-providers. There were no significant differences in psychosocial outcomes (quality of

  11. Experimental Blind Quantum Computing for a Classical Client (United States)

    Huang, He-Liang; Zhao, Qi; Ma, Xiongfeng; Liu, Chang; Su, Zu-En; Wang, Xi-Lin; Li, Li; Liu, Nai-Le; Sanders, Barry C.; Lu, Chao-Yang; Pan, Jian-Wei


    To date, blind quantum computing demonstrations require clients to have weak quantum devices. Here we implement a proof-of-principle experiment for completely classical clients. Via classically interacting with two quantum servers that share entanglement, the client accomplishes the task of having the number 15 factorized by servers who are denied information about the computation itself. This concealment is accompanied by a verification protocol that tests servers' honesty and correctness. Our demonstration shows the feasibility of completely classical clients and thus is a key milestone towards secure cloud quantum computing.

  12. Experimental Blind Quantum Computing for a Classical Client. (United States)

    Huang, He-Liang; Zhao, Qi; Ma, Xiongfeng; Liu, Chang; Su, Zu-En; Wang, Xi-Lin; Li, Li; Liu, Nai-Le; Sanders, Barry C; Lu, Chao-Yang; Pan, Jian-Wei


    To date, blind quantum computing demonstrations require clients to have weak quantum devices. Here we implement a proof-of-principle experiment for completely classical clients. Via classically interacting with two quantum servers that share entanglement, the client accomplishes the task of having the number 15 factorized by servers who are denied information about the computation itself. This concealment is accompanied by a verification protocol that tests servers' honesty and correctness. Our demonstration shows the feasibility of completely classical clients and thus is a key milestone towards secure cloud quantum computing.

  13. Multi-client quantum key distribution using wavelength division multiplexing

    International Nuclear Information System (INIS)

    Grice, Warren P.; Bennink, Ryan S.; Earl, Dennis Duncan; Evans, Philip G.; Humble, Travis S.; Pooser, Raphael C.; Schaake, Jason; Williams, Brian P.


    Quantum Key Distribution (QKD) exploits the rules of quantum mechanics to generate and securely distribute a random sequence of bits to two spatially separated clients. Typically a QKD system can support only a single pair of clients at a time, and so a separate quantum link is required for every pair of users. We overcome this limitation with the design and characterization of a multi-client entangled-photon QKD system with the capacity for up to 100 clients simultaneously. The time-bin entangled QKD system includes a broadband down-conversion source with two unique features that enable the multi-user capability. First, the photons are emitted across a very large portion of the telecom spectrum. Second, and more importantly, the photons are strongly correlated in their energy degree of freedom. Using standard wavelength division multiplexing (WDM) hardware, the photons can be routed to different parties on a quantum communication network, while the strong spectral correlations ensure that each client is linked only to the client receiving the conjugate wavelength. In this way, a single down-conversion source can support dozens of channels simultaneously--and to the extent that the WDM hardware can send different spectral channels to different clients, the system can support multiple client pairings. We will describe the design and characterization of the down-conversion source, as well as the client stations, which must be tunable across the emission spectrum.

  14. Experience of Client-centered Practice amongst Danish Occupational Therapists

    DEFF Research Database (Denmark)

    Larsen, Anette Enemark

    A client-centered approach is on the health care agenda in many European countries (1), and amongst these Denmark (2). It is described as the foundation for Occupational Therapy (OT) (3), a code of professional conduct (4,5), and defined as a partnership between client and therapist (3). The goal...... is to empower a client to fulfil his/her occupational roles in a variety of environments, leading to an increase in intervention efficacy and client perception of intervention quality (3). However, it is known to be challenging (1,3). Given the importance of this approach, there has been limited exploration...

  15. Client contribution in negotiations on employability – categories revised?

    DEFF Research Database (Denmark)

    Eskelinen, L.; Olesen, Søren Peter; Caswell, D.


    worker–client talk: how the category unemployed is shaped and ‘translated’ when the client negotiates her situation with the social worker. Two types of category revisions are identified. First, the employability of the client, rather than her unemployment situation, is the issue under negotiation......In this article, we explore how the institutional category ‘unemployed’ is specified in everyday practice when implementing an active employment policy. We illustrate the process of categorisation as an aspect of the in situ positioning and self-representation of the client by examining one social...

  16. Changing the model of care delivery: nurses' perceptions of job satisfaction and care effectiveness. (United States)

    Wells, Judith; Manuel, Madonna; Cunning, Glenda


    To examine nurses' perceptions of job satisfaction, empowerment, and care effectiveness following a change from team to a modified total patient care (TPC) delivery model. Empirical data related to TPC is limited and inconclusive. Similarly, evidence demonstrating nurses' experience with change and restructuring is limited. A mixed method, longitudinal, descriptive design was used. Registered nurses and licenced practical nurses in two acute-care nursing units completed quantitative and qualitative surveys. Lewin's change theory provided the framework for the study. No significant change in job satisfaction was observed; however, it was less than optimal at all three time-periods. Nurses were committed to their jobs but relatively dissatisfied with their input into the goals and processes of the organization. Client care was perceived to be more effective under TPC. Job satisfaction remained consistent following the transition to TPC. However, nurses perceived that client care within the modified TPC model was more effective than in the previous model. Nursing administration must work collaboratively with nurses to improve processes in nursing practice that could enhance nurses' job satisfaction and improve client care delivery. 2011 Blackwell Publishing Ltd.

  17. Job satisfaction of occupational medicine nurses in Poland. (United States)

    Sakowski, Piotr


    The study aimed at assessment of the Polish occupational medicine service system after over ten years of functioning in the current shape, made by occupational nurses. The article focuses on the job satisfaction level among Polish occupational medicine nurses. The survey was performed among 600 randomly selected occupational medicine nurses, registered in the regional occupational medicine centers. A questionnaire, designed by the research team, containing several questions concerning different aspects of OMS system assessment, including a part dedicated to job satisfaction assessment, was sent to the selected occupational nurses. The response rate was 33.3% (200 questionnaires). The survey shows a relatively high satisfaction level in case of five out of eleven investigated job aspects, and a very low satisfaction level in case of two of them ("Possibility of professional promotion", "Salary"). 26% of the OMS nurses had considered going abroad to work as a nurse in the general health care system, and 17% in the OHS system. Almost 25% of them would not choose a profession of an occupational nurse once again, including 10% who would not choose a nurse job at all. There is a statistically significant correlation between the general job satisfaction and satisfaction with other aspects of nursing work. A strong correlation was observed in case of "Scope of performed tasks" and "Cooperation with employers (clients of the occupational medicine service units)". There is a statistically significant correlation of average strength between the decision concerning choosing an occupational nurse job in case of taking a decision on professional carrier once again and "General job satisfaction". Polish occupational nurses are satisfied with their job, however only 26% are fully satisfied. In their work there is place for improvement. The areas which definitely need attention and improvement are "Possibility of professional promotion" and "Salary". Improvements in cooperation



    Mankem, Relindis


    The purpose of this thesis is to examine the correlations between customer satisfaction and customer loyalty. “Customers became a center for all banking activities due to increased competition for greater market share. Focusing on customer satisfaction has been the key to increasing service quality according to customers’ expectations in the banking sector,” suggested that the level of service quality is an indication of the organization's ability to meet customers' desires and demands. There...

  19. The value of e-customer satisfaction to internet companies


    Lozano Gutierrez, María del Carmen; Martínez María Dolores, Soledad María; Fuentes Martín, Federico


    The objective of the present work is to analyse Internet-based Company customer satisfaction with the purpose of incorporating a measurement of this intangible asset to the value of the company. This analysis begins with the relation of attributes of greater presence or importance in the generation of satisfaction for the average customer. A fuzzy treatment to the assigned valuations of importance for a concrete list of attributes in a selected company is applied, with the p...

  20. Employee satisfaction and employee retention: catalysts to patient satisfaction. (United States)

    Collins, Kevin S; Collins, Sandra K; McKinnies, Richard; Jensen, Steven


    Over the last few years, most health care facilities have become intensely aware of the need to increase patient satisfaction. However, with today's more consumer-driven market, this can be a daunting task for even the most experienced health care manager. Recent studies indicate that focusing on employee satisfaction and subsequent employee retention may be strong catalysts to patient satisfaction. This study offers a review of how employee satisfaction and retention correlate with patient satisfaction and also examines the current ways health care organizations are focusing on employee satisfaction and retention.

  1. Work environment, job satisfaction, stress and burnout among haemodialysis nurses. (United States)

    Hayes, Bronwyn; Douglas, Clint; Bonner, Ann


    To examine the relationships among nurse and work characteristics, job satisfaction, stress, burnout and the work environment of haemodialysis nurses. Haemodialysis nursing is characterised by frequent and intense contact with patients in a complex and intense environment. A cross-sectional online survey of 417 haemodialysis nurses that included nurse and work characteristics, the Brisbane Practice Environment Measure, Index of Work Satisfaction, Nursing Stress Scale and the Maslach Burnout Inventory. Haemodialysis nurses reported an acceptable level of job satisfaction and perceived their work environment positively, although high levels of burnout were found. Nurses who were older and had worked in haemodialysis the longest had higher satisfaction levels, experienced less stress and lower levels of burnout than younger nurses. The in-centre type of haemodialysis unit had greater levels of stress and burnout than home training units. Greater satisfaction with the work environment was strongly correlated with job satisfaction, lower job stress and emotional exhaustion. Haemodialysis nurses experienced high levels of burnout even though their work environment was favourable and they had acceptable levels of job satisfaction. Targeted strategies are required to retain and avoid burnout in younger and less experienced nurses in this highly specialised field of nursing. © 2013 John Wiley & Sons Ltd.

  2. Database marketing : base de dados de clientes


    Carreira, Luís


    Trabalho final para a Licenciatura em Informática apresentado à Universidade Aberta, 2011 Neste trabalho pretende-se extrair informação de base de dados de clientes recorrendo a duas métricas RM (Recenticidade/valor Monetário) e LTV(Life Time Value) individual. A comparação entre o LTV individual e o RM mostrou-se muito útil na tomada de decisões. O tratamento e a preparação dos dados em Access são efectuados em SQL obrigando à criação de várias consultas. O desenvolvimento de uma int...

  3. Lawyers Responsibility For Clients And The State

    Directory of Open Access Journals (Sweden)

    Semy B. A. Latunussa


    Full Text Available The existence of lawyer profession in Indonesia is legitimated in Act No. 18 of 2003 concerning lawyers. The purpose of the legislation as well as protecting the lawyers as a profession is also a major advance is to protect the public from the advocate services are not eligible and protected from possible abuse of advocates. This research was conducted in Jayapura Indonesia. The selection of this site is based on the consideration that the dilemmatic of lawyers who has responsibility for the client and state is homogenous. The results shows that lawyers as law enforcer officers have equal position with other law enforcement agencies in enforcing the law and justice. Lawyers profession has an important role in law enforcement efforts because any proceedings. To realize its role as law enforcer the lawyers shall comply with the Lawyer and the Code of Ethics Act in synergistic cooperation and mutual respect with the other legal professions such as judges police and prosecutors.

  4. Prostitution in Galicia: Clients and Feminine Imaginary

    Directory of Open Access Journals (Sweden)

    Agueda Gómes Suárez


    Full Text Available Today, the prostitution in our society turns out to be an indicator of the dominant “sexual culture” in the patriarchal and capitalist societies. This article tries to contribute with another approach to the analysis of the sexual industry in our country, adjusting, principally, to the experiences of the men involved in the phenomenon of the prostitution in Galicia. The dramatic quality in which the women in prostitution live their reality and the levity and idleness, in which the clients enjoy themselves, show the controversial and worrying face of this reality. The analysis of the clients’ speech across the “Frame Analysis”, and the study of the feminine dominant imaginary among them are portrayed in this text, together with the speech of the women in prostitution and of the men who occupy masculinized spaces. This article tries to be a contribution to the complex study of the phenomenon of the prostitution in our country.

  5. Customer Satisfaction with the Loyalty Programs in Retail

    Directory of Open Access Journals (Sweden)

    Kraljević Radojka


    Full Text Available The loyalty programs are often part of a comprehensive strategy for customer relationship and provide a good way to identify and maintain customers with greater value than others. The main objective of this paper is to show the role of loyalty programs affecting customer satisfaction in retail. The purpose of the empirical research was to discover the effects of loyalty programs on customer satisfaction. Research has shown (N= 53 that the loyalty program is not the determinating factor. All other examined factors such as product range, price, locationof the store and customers relationship proved to be the more relevant for consumer satisfaction.

  6. [Job satisfaction among Norwegian doctors]. (United States)

    Nylenna, Magne; Aasland, Olaf Gjerløw


    Doctors' job satisfaction has been discussed internationally in recent years based on reports of increasing professional dissatisfaction. We have studied Norwegian doctors' job satisfaction and their general satisfaction with life. A survey was conducted among a representative sample of practicing Norwegian doctors in 2008. The validated 10-item Job Satisfaction Scale was used to assess job satisfaction. 1,072 (65 %) doctors responded. They reported a mean job satisfaction of 5.3 on a scale from 1 (very dissatisfied) to 7 (very satisfied). Job satisfaction increased with increasing age. Private practice specialists reported the highest level of job satisfaction (5.8), and general practitioners reported higher job satisfaction (5.5) than hospital doctors (5.1). Among specialty groups, community doctors scored highest (5.6) and doctors in surgical disciplines lowest (5.0). While long working hours was negatively correlated with job satisfaction, the perception of being professionally updated and having part-time affiliation(s) in addition to a regular job were positively correlated with job satisfaction. 52.9 % of doctors reported a very high general satisfaction. Norwegian doctors have a high level of job satisfaction. Satisfaction with life in general is also high and at least in line with that in the Norwegian population.

  7. Spousal similarity in life satisfaction before and after divorce. (United States)

    Wortman, Jessica; Lucas, Richard E


    Previous research has explored possible origins of individual differences in subjective well-being, focusing largely on stable, internal characteristics of traits as predictors of life satisfaction (Diener & Lucas, 1999). Although past work has demonstrated that life satisfaction is largely stable over the life span, other evidence has also demonstrated the lasting impact of life events. In this study, we use married couples as a test of the impact of life circumstances on life satisfaction, focusing on similarity in life satisfaction before and after divorce. If life satisfaction is impacted by shared life circumstances, married couples (who share life circumstances) should show greater similarity in life satisfaction before divorce than after. We tested this possibility using a dyadic latent-state-trait model that examined cross-spouse similarity in the stable and changing components of life satisfaction. Using a nationally representative panel study from Germany (Wagner, Frick & Schupp, 2007), we showed that similarity declined substantially following divorce. This suggests that life satisfaction is related to shared life circumstances. (c) 2016 APA, all rights reserved).

  8. Patient satisfaction with procedural sedation in the emergency department. (United States)

    Johnson, Olivia G; Taylor, David McD; Lee, Marina; Ding, Juen-Li; Ashok, Aadith; Johnson, Damian; Peck, Daniel; Knott, Jonathan; Weinberg, Laurence


    The aim of this study was to determine patient satisfaction with procedural sedation as a function of nature of the procedure and depth of sedation. We undertook a prospective observational study of adult patients who received procedural sedation in two EDs (20 month period). The level of sedation was determined by an investigator, using the Observers Assessment of Anaesthesia/Sedation Scale (1 = awake to 6 = no response to noxious stimuli). Patient satisfaction was measured with the Iowa Satisfaction with Anaesthesia Scale after full recovery. This was self-administered, comprised 11 items (e.g. 'I felt pain') and has a score range of -3 (poor satisfaction) to +3 (very satisfied). A total of 163 patients were enrolled (51.2% men, mean age 50.7 years). The median (interquartile range) satisfaction score was 2.7 (0.7). Patient satisfaction was lower among patients who had orthopaedic procedures (median 2.6 vs 2.8, P patient satisfaction is high. Greater satisfaction is associated with deeper sedation, sedation with propofol and non-orthopaedic procedures. © 2017 Australasian College for Emergency Medicine and Australasian Society for Emergency Medicine.

  9. Mentorship and job satisfaction among Navy family physicians. (United States)

    Saperstein, Adam K; Viera, Anthony J; Firnhaber, Gina C


    Among civilian academic physicians, having a mentor is associated with greater job satisfaction. Whether this is true for military physicians is unknown. We sought to examine whether having a mentor is associated with positive job satisfaction among Navy family physicians. A web-based survey was sent to all Navy family physicians in the Specialty leader's database in May 2008. Our main outcome variable was "positive job satisfaction," and our main exposure variable was being in a mentor relationship. Chi-square was used to test for difference in frequencies in categorical variables and logistic regression was used to adjust for covariates. The response rate was 60.2% (186/309). Among respondents, 73.7% reported positive job satisfaction. Factors associated with positive job satisfaction included having a mentor, being >9 years postresidency, spending <50% of time in patient care, higher rank, male gender, and being active in research. After adjustment for these factors, having a mentor remained significantly associated with positive job satisfaction (odds ratio 2.86, 95% confidence interval 1.22-6.71). Having a mentor is associated with positive job satisfaction among Navy family physicians, even after adjusting for multiple other factors. An implication is that a mentorship program may be a strategy for improving job satisfaction.

  10. Factors Affecting Job Satisfaction of Immigrant Korean Nurses. (United States)

    An, Ji-Young; Cha, Sunkyung; Moon, Hyunjung; Ruggiero, Jeanne S; Jang, Haeran


    An increasing number of foreign-born nurses are working in the United States. Nurses' job satisfaction is a critical issue for quality patient care. The purpose of this study was to examine factors affecting the job satisfaction of immigrant Korean nurses. We used a cross-sectional mailed survey design. A convenience sample (n = 105) of members of the Greater New York Korean Nurses Association currently working or had previously worked in the United States completed the questionnaires. We used hierarchical regression to test the effects of acculturation and life satisfaction on job satisfaction. Most participants were female (n = 98, 93.3%) aged 27 to 70 years (mean = 52.27 years, SD = 10.67). In the regression model, life satisfaction, self-esteem, and perceived stress predicted job satisfaction (F = 5.127, p job satisfaction. U.S. nurses need to gain insight into factors influencing job satisfaction in Korean nurses to promote retention and quality care. © The Author(s) 2014.

  11. Sleep duration, life satisfaction and disability. (United States)

    Pagan, Ricardo


    Although sleep is considered an essential part of individuals' lives, there are no previous studies analysing how sleep duration affects the levels of life satisfaction reported by males and females with disabilities. To analyse and compare the impact of hours of sleep on life satisfaction scores reported by people without and with disabilities (stratified by sex) in Germany. Using data taken from the German Socio-Economic Panel for the period 2008-2013, we estimate life satisfaction equations for males and females (running a fixed-effects model) which include a set of variables measuring the number of sleep hours on workdays and weekends. A higher number of sleep hours on workdays increase life satisfaction for all males and females. However, the contribution of each hour of sleep on workdays is greater for males with disabilities in terms of life satisfaction, whereas for females no significant differences by disability status have been found. Although sleep hours on weekends also increase life satisfaction, the magnitude of the coefficients is relatively higher than that found for the corresponding hours of sleep on workdays, but only for the male sample (disabled or not). The participation and commitment of policymakers, governments, trade unions, employers, and health care professionals are key aspects for developing and formulating new guidelines and specific measures that promote a healthy lifestyle and increase sleep duration. Such guidelines and measures are of essence for people with disabilities who are employed (e.g. using brief sleep opportunities during prolonged work periods, which can contribute to reducing fatigue, stress and anxiety). Copyright © 2016 Elsevier Inc. All rights reserved.

  12. Client Proteins and Small Molecule Inhibitors Display Distinct Binding Preferences for Constitutive and Stress-Induced HSP90 Isoforms and Their Conformationally Restricted Mutants.

    Directory of Open Access Journals (Sweden)

    Thomas L Prince

    Full Text Available The two cytosolic/nuclear isoforms of the molecular chaperone HSP90, stress-inducible HSP90α and constitutively expressed HSP90β, fold, assemble and maintain the three-dimensional structure of numerous client proteins. Because many HSP90 clients are important in cancer, several HSP90 inhibitors have been evaluated in the clinic. However, little is known concerning possible unique isoform or conformational preferences of either individual HSP90 clients or inhibitors. In this report, we compare the relative interaction strength of both HSP90α and HSP90β with the transcription factors HSF1 and HIF1α, the kinases ERBB2 and MET, the E3-ubiquitin ligases KEAP1 and RHOBTB2, and the HSP90 inhibitors geldanamycin and ganetespib. We observed unexpected differences in relative client and drug preferences for the two HSP90 isoforms, with HSP90α binding each client protein with greater apparent affinity compared to HSP90β, while HSP90β bound each inhibitor with greater relative interaction strength compared to HSP90α. Stable HSP90 interaction was associated with reduced client activity. Using a defined set of HSP90 conformational mutants, we found that some clients interact strongly with a single, ATP-stabilized HSP90 conformation, only transiently populated during the dynamic HSP90 chaperone cycle, while other clients interact equally with multiple HSP90 conformations. These data suggest different functional requirements among HSP90 clientele that, for some clients, are likely to be ATP-independent. Lastly, the two inhibitors examined, although sharing the same binding site, were differentially able to access distinct HSP90 conformational states.

  13. Drivers and obstacles for employee-driven innovation in large client project organisations

    DEFF Research Database (Denmark)

    Sørensen, Henrik; Wandahl, Søren


    of employees’ spoken and tacit knowledge in development of new tools and structures to optimise the construction project management processes is a relatively new approach to engage innovation. In this broad perspective the aim is to map the boundary conditions for an EDI approach in a client project......, and in sequence increased revenue, this study suggests that the key source for innovation is the employees. Employee-driven innovation (EDI) is often seen in a greater innovation context, in which it is often de-emphasised contrary to product and process innovation. Hence a methodology to take advantage...... a literature review to clarify the most potential methodologies and tools. Based on this review a framework of tools and methods is derived from related development theories to engage EDI in client project organisa-tions, where product and process knowledge often are closely related to, and irregular driven by...

  14. The X-Files Investigating Alien Performance in a Thin-client World

    CERN Document Server

    Gunther, N J


    Many scientific applications use the X11 window environment; an open source windows GUI standard employing a client/server architecture. X11 promotes: distributed computing, thin-client functionality, cheap desktop displays, compatibility with heterogeneous servers, remote services and administration, and greater maturity than newer web technologies. This paper details the author's investigations into close encounters with alien performance in X11-based seismic applications running on a 200-node cluster, backed by 2 TB of mass storage. End-users cited two significant UFOs (Unidentified Faulty Operations) i) long application launch times and ii) poor interactive response times. The paper is divided into three major sections describing Close Encounters of the 1st Kind: citings of UFO experiences, the 2nd Kind: recording evidence of a UFO, and the 3rd Kind: contact and analysis. UFOs do exist and this investigation presents a real case study for evaluating workload analysis and other diagnostic tools.

  15. Sociodemographic Differences in Clients Preferring Video-Call Over In-person Interview: A Pilot Study of HIV Tele-partner Services. (United States)

    Udeagu, Chi-Chi N; Shah, Sharmila; Toussaint, Magalieta M; Pickett, Leonard


    The New York City Department of Health Disease Intervention Specialists (DIS) routinely contact newly HIV-diagnosed persons via telephone calls and in-person meetings to conduct partner services (PS) interviews in order to elicit the names and contact information of the HIV-exposed partners for notification and HIV-testing, and to assist clients with linkage to care. From October 2013 to December 2015, we offered PS interviews conducted via video-call alongside voice-call and in-person modes in a selected geographic area of NYC. PS interviews were conducted according to the clients' preferred mode (in-person, voice- or video-call) and location (health care facility, clients' residences, or other NYC locations). At the conclusion of the PS interviews, DIS elicited responses from persons interviewed via video-call on their perception, satisfaction and personal experiences using video-call for public health and personal purposes. Acceptance and satisfaction with PS interviews via video-call were high among clients aged interviews for specific populations.



    Zlatica Kavic; Mario Sercer


    Franchise as business method especially popular become in second half od 20th century (Khams, 2013.,78).Since than as a significant factor in business growth and lever of economic development attracts researches attention. In contest of franchise way of doing business, relation between franchisor and franchisee is crucial for success, not only for the individual member of franchise but for entire franchise system. Franchise relationship actually begins with meeting the needs of clients throug...

  17. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do......, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other....... this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover...

  18. Financial satisfaction and financial stressors in marital satisfaction. (United States)

    Archuleta, Kristy L; Britt, Sonya L; Tonn, Teresa J; Grable, John E


    Using a sample of 310 married respondents from one U.S. Midwestern state, a test was conducted to examine the association of financial satisfaction and financial stressors in a spouse's decision to stay married to the same person or leave the relationship. The role of demographic and socioeconomic variables, religiosity, psychological constructs, financial satisfaction, and financial stressors as factors influencing marital satisfaction was tested. Financial stressors were measured using a list of financial stressors adapted from the literature. Financial satisfaction was measured with a one-item scale. The Kansas Marital Satisfaction Scale was used as a validation tool to assess whether individuals would marry or not marry again. Religiosity and financial satisfaction were positively associated with marital satisfaction. A negative interaction between financial satisfaction and financial stressors was also noted. Findings suggest that respondents who are financially satisfied tend to be more stable in their marriages.

  19. Ulysses directives in The Netherlands: opinions of psychiatrists and clients

    NARCIS (Netherlands)

    Varekamp, I.


    In this article we present a study on the opinions of Dutch psychiatrists and clients on Ulysses directives. In-depth interviews were conducted with 18 clients and 17 psychiatrists. Most respondents were proponents of Ulysses directives. The most frequently mentioned objective of these directives

  20. Certification. Tool for quality? Market and client for radiation experts

    International Nuclear Information System (INIS)

    Zwaard, W.


    The role and impact of certification in the advisory work of radiation experts is briefly outlined. Certification is a guarantee for quality of the advice or a product in case there is a client and a market. In cases where there is not a client or a market certification will lead to 'window-dressing and a bureaucratic system

  1. The influence of clients' leadership in relation to construction health ...

    African Journals Online (AJOL)

    The South African Construction Regulations realise the contributions by each member of a project team to health and safety (H&S) improvement. These Regulations amplify the roles and contributions of clients to project realisation. The tenets of the Regulations conform with the observation that clients' H&S leadership and ...

  2. Client experiences of motivational interviewing: An interpersonal process recall study. (United States)

    Jones, Sarah A; Latchford, Gary; Tober, Gillian


    To explore clients' experience of the therapy process in motivational interviewing (MI) for alcohol abuse. A qualitative study using grounded theory. Interviews with nine clients were conducted using interpersonal process recall (IPR), a methodology which utilizes a video recording as a cue to aid memory recall. Clients watched a videotape of their MI session and were asked to identify and describe the important moments in the therapy session. The transcribed interviews were then analysed using grounded theory. A single session of MI is seen by the clients in this study as a complex interpersonal interaction between client and therapist, which impacts on the client's cognitive and affective intrapersonal processes. The themes which emerged partly confirm processes of MI previously hypothesized to be important, but also highlight the importance of factors common to all therapeutic approaches. The aspects of therapy which clients in this study felt were important are similar to those hypothesized to underlie the effectiveness of MI, including a non-confrontational approach, affirmation, and developing discrepancies between beliefs and behaviour. These were embedded in aspects common to all therapies, including the qualities of the therapist and the therapeutic relationship. Client's perspectives on therapeutic processes are an important area of research, and IPR is a particularly suitable method. © 2015 The British Psychological Society.

  3. Client Views of TESOL Service: Expectations and Perceptions. (United States)

    Walker, John


    Used focus groups to explore TESOL (teaching of English to speakers of other languages) client expectations and perceptions of the service they received in New Zealand English language schools. Findings confirmed the key role of the teacher and the importance of the school's milieu and home stay, quality of client feedback systems, servicescape,…

  4. Performance of Distributed Query Optimization in Client/Server Systems

    NARCIS (Netherlands)

    Skowronek, J.; Blanken, Henk; Wilschut, A.N.

    The design, implementation and performance of an optimizer for a nested query language is considered. The optimizer operates in a client/server environment, in particular an Intranet setting. The paper deals with the scalability challenge by tackling the load of many clients by allocating optimizer

  5. Research Study on the Migration of Clients on Banking Market

    Directory of Open Access Journals (Sweden)

    Cornelia Tureac


    Full Text Available In this paper we present the relevancy and importance of knowing the reasons on clients’migration to competitive banking institutions. The main reason of being the client of several banks isdue to the fierce competition between credit institutions,thusthe banking market has changed. Basedon a case study within the Raiffeisen Bank we researched and presented the reasons fordiscontinuation of banking tiesand the migration of clients to other banks. The used researchmethodology consisted of the application of analysis point of contact by sending a questionnairethrough which there could have been identified 105 migrating clients, out of which 89 were formerclients of Raiffeisen Bank. Since both in the specialized literatureand in practice there is very littleinformation about migration behavior of banking clients-especially in the category of small andmedium enterprises-the present research was not limited to the Raiffeisen Bank clients, but to all 105respondents whodiscontinued totally or partially their connection with the bank. It can be concludedthat the attitude of the bank clients has a considerable influence on the migration behavior. The most“infidel” banking clients are considered in the category of “clients oriented towards the conditions.”

  6. Home-based rehabilitation: Physiotherapy student and client ...

    African Journals Online (AJOL)

    Results. Clients appreciated the students' services; however, data revealed communication barriers and unmet expectations. Students reported struggling to adapt to the context, resulting in interventions not being sufficiently client-centred. They voiced a need for language competency and earlier exposure to such contexts.

  7. Exploring Psychotherapy Clients' Independent Strategies for Change While in Therapy (United States)

    Mackrill, Thomas


    Psychotherapy research usually describes how client change is caused by therapist interventions. This article describes how clients change by continuing to use and revising the strategies for change that they bring with them when they first enter therapy. This article presents data from a qualitative diary study of psychotherapy. Three cases…

  8. Do Organizational Culture and Climate Matter for Successful Client Outcomes? (United States)

    Silver Wolf, David A. Patterson; Dulmus, Catherine N.; Maguin, Eugene; Cristalli, Maria


    Objectives: The existing literature on the impact of workplace conditions on client care suggests that good cultures and climates provide the best outcomes for clients. The primary purpose of this study was to investigate the relationship between organizational culture and climate and the proportion of children and youth successfully discharged…

  9. Client-Controlled Case Information: A General System Theory Perspective (United States)

    Fitch, Dale


    The author proposes a model for client control of case information via the World Wide Web built on principles of general system theory. It incorporates the client into the design, resulting in an information structure that differs from traditional human services information-sharing practices. Referencing general system theory, the concepts of…

  10. Feminist Therapy: A Comparative Study of Therapists and Clients. (United States)

    Curtin, Catherine A.

    Little research in the existing literature attempts to define feminist therapy by incorporating the specific experiences and philosophies of those who describe themselves as feminist therapists. Even less information is available about the perceptions of their clients. Therapists and their clients answered questions about the theoretical…

  11. A Call for Feminist Research: A Limited Client Perspective (United States)

    Murray, Kirsten


    Feminist approaches embrace a counselor stance that is both collaborative and supportive, seeking client empowerment. On review of feminist family and couple counseling literature of the past 20 years using several academic databases, no research was found that explored a clients experience of feminist-informed family and couple counseling. The…

  12. Guidelines for Psychological Practice With Lesbian, Gay, and Bisexual Clients (United States)

    American Psychologist, 2012


    The "Guidelines for Psychological Practice With Lesbian, Gay, and Bisexual Clients" provide psychologists with (a) a frame of reference for the treatment of lesbian, gay, and bisexual clients and (b) basic information and further references in the areas of assessment, intervention, identity, relationships, diversity, education, training, and…

  13. A Client-Centered Review of Rogers with Gloria (United States)

    Moon, Kathryn A.


    Carl Rogers's nondirective theory and his response style with Gloria (E. L. Shostrom, 1965) are discussed in reply to S. A. Wickman and C. Campbell's (2003) "An Analysis of How Carl Rogers Enacted Client-Centered Conversation With Gloria." Client-centered studies of C. Rogers's transcripts give context for reformulating S. A. Wickman and C.…

  14. An Exploration of Supervisory and Therapeutic Relationships and Client Outcomes (United States)

    Bell, Hope; Hagedorn, W. Bryce; Robinson, E. H. Mike


    The authors explored the connection between the facilitative conditions present within the supervisory relationship, the therapeutic relationship, and client outcomes. A correlational research design was used with a sample of 55 counselors-in-training and 88 clients. Results indicated a significant positive relationship between the therapeutic…

  15. Client participation in moral case deliberation: a precarious relational balance

    NARCIS (Netherlands)

    Weidema, F.C.; Abma, T.A.; Widdershoven, G.A.M.; Molewijk, A.C.


    Moral case deliberation (MCD) is a form of clinical ethics support in which the ethicist as facilitator aims at supporting professionals with a structured moral inquiry into their moral issues from practice. Cases often affect clients, however, their inclusion in MCD is not common. Client

  16. The Challenge of Prejudice: Counsellors' Talk about Challenging Clients' Prejudices (United States)

    Spong, Sheila J.


    This paper considers the implications for training and practice of counsellors' responses to the notion of challenging clients' prejudices. It explores tensions in counselling discourse between social responsibility, responsibility to the client and responsibility for one's self as counsellor. Three focus groups of counsellors were asked whether a…

  17. Alienation: A Concept for Understanding Low-Income, Urban Clients (United States)

    Holcomb-McCoy, Cheryl


    The author examines the concept of alienation and how it can be used to understand low-income, urban clients. A description is presented of 4 dimensions of alienation: powerlessness, meaninglessness, normlessness, and social isolation. Case illustrations are provided, and recommendations are made for counseling alienated clients. This article…

  18. Clients' experiences of HIV positive status disclosure to sexual ...

    African Journals Online (AJOL)

    The purpose of the study was to describe the experiences of HIV positive clients as they disclose their HIV positive status to their sexual partners. A qualitative descriptive and phenomenological design was used. Purposive sampling was used to select 15 HIV positive clients to participate in the study. Semi-structured ...

  19. Knowledge, Practices and Education of Clients on Cervical Cancer ...

    African Journals Online (AJOL)

    Background: Most patients with cancer of the cervix present late with poor prognosis. Health workers' knowledge and utilization of the screening services might influence their clients. The aim of this study was to determine the knowledge, practice and education of clients on cervical cancer and its screening among female ...

  20. Integrating Social and Traditional Media in the Client Project (United States)

    Melton, James; Hicks, Nancy


    Based on a client project assigned to students in two undergraduate business classes, this article argues that social media learning is best done in a context that mixes social media with more traditional kinds of media. Ideally, this approach will involve teams of students who are working on different aspects of a larger client project. This…

  1. Providing general and preconception health care to low income women in family planning settings: perception of providers and clients. (United States)

    Bronstein, Janet M; Felix, Holly C; Bursac, Zoran; Stewart, M Kathryn; Foushee, H Russell; Klapow, Joshua


    This study examines both provider and client perceptions of the extent to which general health concerns are addressed in the context of publicly supported family planning care. A mail survey of family planning providers (n = 459) accepting Medicaid-covered clients in Arkansas and Alabama gathered data on reported actions and resource referral availability for ten categories of non-contraceptive health concerns. A telephone survey of recent family planning clients of these providers (n = 1991) gathered data on the presence of 16 health concerns and whether and how they were addressed by the family planning provider. Data were collected in 2006-2007. More than half (56%) of clients reported having one or more general health concerns. While 43% of those concerns had been discussed with the family planning providers, only 8% had been originally identified by these providers. Women with higher trust in physicians and usual sources of general health care were more likely to discuss their concerns. Of those concerns discussed, 39% were reportedly treated by the family planning provider. Similarly, over half of responding providers reported providing treatment for acute and chronic health conditions and counseling on health behaviors during family planning visits. Lack of familiarity with referral resources for uninsured clients was identified as a significant concern in the provision of care to these clients. Greater engagement by providers in identifying client health concerns and better integration of publicly supported family planning with other sources of health care for low income women could expand the existing potential for delivering preconception or general health care in these settings.

  2. E-mail security: mail clients must use encrypted protocols

    CERN Multimedia


    In the coming weeks, users of mail clients other than Outlook (e.g. Pine, Mozilla, Mac Mail, etc.) may receive an e-mail from with instructions to update the security settings of their mail client. The aim of this campaign is to enforce the use of encrypted and authenticated mail protocols in order to prevent the propagation of viruses and protect passwords from theft. As a first step, from 6 June 2006 onwards, access to mail servers from outside CERN will require a securely configured mail client as described in the help page On this page most users will also find tools that will update their mail client settings automatically. Note that Outlook clients and WebMail access are not affected. The Mail Team

  3. Subjective Experiences of Clients in a Voluntary Money Management Program. (United States)

    Serowik, Kristin L; Bellamy, Chyrell D; Rowe, Michael; Rosen, Marc I


    A large proportion of people diagnosed with mental illnesses have difficulty managing their money, and therefore many psychiatric treatments involve providing money management assistance. However, little is known about the subjective experience of having a money manager, and extant literature is restricted to people forced to work with a representative payee or conservator. In this study, fifteen people were interviewed about their experience receiving a voluntary money management intervention designed to minimize substance use. Clients emphasized the importance of trusting the money manager, financial mindfulness (an enhanced awareness of the financial transactions in clients' day-to-day lives), agency over their own affairs, and addiction. In contrast to evaluations of people assigned representative payees and/or conservators, there was little mention of feeling coerced. These findings suggest that money management programs can address client concerns by building trust, relating budgeting to clients' day-to-day lives, and encouraging clients' control over their own affairs.

  4. Mutual construction and reconstruction in client-consultant interaction

    DEFF Research Database (Denmark)

    Smith, Irene Skovgaard

    Based on preliminary interviews with client representatives and a pilot case study, the pa-per explores collaboration and mutual construction in client-consultant relationships. Both consultants and client actors take part in an active construction and reconstruction of knowledge that involve...... struggles over position, power and control. In the context of client-consultant interaction, it is thus not only ideas and solutions that are contested but also the power to define. Attention is paid to how ideas are brought into play and negotiated in the interaction between actors. The empirical material...... presented in the paper illustrates how consultancy projects evolve through processes of negotiation over whose interpretation should count and who should be in control. In the process, client actors with different posi-tions and interests play an active role in creating what become valid and what ideas...

  5. Client/server approach to image capturing (United States)

    Tuijn, Chris; Stokes, Earle


    The diversity of the digital image capturing devices on the market today is quite astonishing and ranges from low-cost CCD scanners to digital cameras (for both action and stand-still scenes), mid-end CCD scanners for desktop publishing and pre- press applications and high-end CCD flatbed scanners and drum- scanners with photo multiplier technology. Each device and market segment has its own specific needs which explains the diversity of the associated scanner applications. What all those applications have in common is the need to communicate with a particular device to import the digital images; after the import, additional image processing might be needed as well as color management operations. Although the specific requirements for all of these applications might differ considerably, a number of image capturing and color management facilities as well as other services are needed which can be shared. In this paper, we propose a client/server architecture for scanning and image editing applications which can be used as a common component for all these applications. One of the principal components of the scan server is the input capturing module. The specification of the input jobs is based on a generic input device model. Through this model we make abstraction of the specific scanner parameters and define the scan job definitions by a number of absolute parameters. As a result, scan job definitions will be less dependent on a particular scanner and have a more universal meaning. In this context, we also elaborate on the interaction of the generic parameters and the color characterization (i.e., the ICC profile). Other topics that are covered are the scheduling and parallel processing capabilities of the server, the image processing facilities, the interaction with the ICC engine, the communication facilities (both in-memory and over the network) and the different client architectures (stand-alone applications, TWAIN servers, plug-ins, OLE or Apple-event driven

  6. A comparison of fusion breeder/fission client and fission breeder/fission client systems for electrical energy production

    International Nuclear Information System (INIS)

    Land, R.J.; Parish, T.A.


    A parametric study that evaluated the economic performance of breeder/client systems is described. The linkage of the breeders to the clients was modelled using the stockpile approach to determine the system doubling time. Since the actual capital costs of the breeders are uncertain, a precise prediction of the cost of a breeder was not attempted. Instead, the breakeven capital cost of a breeder relative to the capital cost of a client reactor was established by equating the cost of electricity from the breeder/client system to the cost of a system consisting of clients alone. Specific results are presented for two breeder/client systems. The first consisted of an LMFBR with LWR clients. The second consisted of a DT fusion reactor (with a 238 U fission suppressed blanket) with LWR clients. The economics of each system was studied as a function of the cost of fissile fuel from a conventional source. Generally, the LMFBR/LWR system achieved relatively small breakeven capital cost ratios; the maximum ratio computed was 2.2 (achieved at approximately triple current conventional fissile material cost). The DTFR/LWR system attained a maximum breakeven capital cost ratio of 4.5 (achieved at the highest plasma quality (ignited device) and triple conventional fissile cost)

  7. Determinants of Method Switching among Social Franchise Clients Who Discontinued the Use of Intrauterine Contraceptive Device. (United States)

    Hameed, Waqas; Azmat, Syed Khurram; Ali, Moazzam; Hussain, Wajahat; Mustafa, Ghulam; Ishaque, Muhammad; Ali, Safdar; Ahmed, Aftab; Temmerman, Marleen


    Introduction. Women who do not switch to alternate methods after contraceptive discontinuation, for reasons other than the desire to get pregnant or not needing it, are at obvious risk for unplanned pregnancies or unwanted births. This paper examines the factors that influence women to switch from Intrauterine Contraceptive Device (IUCD) to other methods instead of terminating contraceptive usage altogether. Methods. The data used for this study comes from a larger cross-sectional survey conducted in nine (9) randomly selected districts of Sindh and Punjab provinces of Pakistan, during January 2011. Using Stata 11.2, we analyzed data on 333 women, who reported the removal of IUCDs due to reasons other than the desire to get pregnant. Results. We found that 39.9% of the women do not switch to another method of contraception within one month after IUCD discontinuation. Use of contraception before IUCD insertion increases the odds for method switching by 2.26 times after removal. Similarly, postremoval follow-up by community health worker doubles (OR = 2.0) the chances of method switching. Compared with women who received free IUCD service (via voucher scheme), the method switching is 2.01 times higher among women who had paid for IUCD insertion. Conclusion. To increase the likelihood of method switching among IUCD discontinuers this study emphasizes the need for postremoval client counseling, follow-up by healthcare provider, improved choices to a wider range of contraceptives for poor clients, and user satisfaction.

  8. Determinants of Method Switching among Social Franchise Clients Who Discontinued the Use of Intrauterine Contraceptive Device

    Directory of Open Access Journals (Sweden)

    Waqas Hameed


    Full Text Available Introduction. Women who do not switch to alternate methods after contraceptive discontinuation, for reasons other than the desire to get pregnant or not needing it, are at obvious risk for unplanned pregnancies or unwanted births. This paper examines the factors that influence women to switch from Intrauterine Contraceptive Device (IUCD to other methods instead of terminating contraceptive usage altogether. Methods. The data used for this study comes from a larger cross-sectional survey conducted in nine (9 randomly selected districts of Sindh and Punjab provinces of Pakistan, during January 2011. Using Stata 11.2, we analyzed data on 333 women, who reported the removal of IUCDs due to reasons other than the desire to get pregnant. Results. We found that 39.9% of the women do not switch to another method of contraception within one month after IUCD discontinuation. Use of contraception before IUCD insertion increases the odds for method switching by 2.26 times after removal. Similarly, postremoval follow-up by community health worker doubles (OR = 2.0 the chances of method switching. Compared with women who received free IUCD service (via voucher scheme, the method switching is 2.01 times higher among women who had paid for IUCD insertion. Conclusion. To increase the likelihood of method switching among IUCD discontinuers this study emphasizes the need for postremoval client counseling, follow-up by healthcare provider, improved choices to a wider range of contraceptives for poor clients, and user satisfaction.

  9. Social Interactions in Job Satisfaction


    Tumen, Semih; Zeydanli, Tugba


    The literature documents that job satisfaction is positively correlated with worker performance and pro- ductivity. We examine whether aggregate job satisfaction in a certain labor market environment can have an impact on individual-level job satisfaction. If the answer is yes, then policies targeted to increase job satisfaction can increase productivity not only directly, but through spillover externalities too. We seek an answer to this question using two different data sets from the United...

  10. Investigating Teachers' Life Satisfaction (United States)

    Dagli, Abidin; Baysal, Nigah


    The aim of this study is to determine the life satisfaction perceptions of teachers working at public primary schools according to some variables. In this study, descriptive survey model was used. A random sample of 200 teachers from 25 public primary schools in Diyarbakir/Turkey during 2013-2014 academic year were selected to represent the…

  11. Predicting Job Satisfaction. (United States)

    Blai, Boris, Jr.

    Psychological theories about human motivation and accommodation to environment can be used to achieve a better understanding of the human factors that function in the work environment. Maslow's theory of human motivational behavior provided a theoretical framework for an empirically-derived method to predict job satisfaction and explore the…

  12. What is Job Satisfaction? (United States)

    Locke. Edwin A.

    Despite considerable interest in the study of job satisfaction and dissatisfaction, our understanding of these phenomena has not increased substantially in the past 30 years. It is argued that a major reason for this lack of progress is the implicit conception of casuality accepted by most psychologists. It is called the policy of "correlation…

  13. Job satisfaction and social rewards in the social services

    Directory of Open Access Journals (Sweden)

    Jorunn Theresia Jessen


    Full Text Available This article investigates the sources of job satisfaction among practitioners and managers employed in the Norwegian public social services and the professionals ´ perception of social rewards in particular. Being valued, receiving praise and positive feedback are considered to be important aspects of job satisfaction. Nevertheless the expertise and competence of social workers is not always acknowledged. A central question raised is whether the workers ´ job satisfaction is influenced by their opportunities for support and recognition, compared to other (intrinsic and organisational rewarding aspects available to social service workers. The empirical data come from a 2004 quantitative survey among social workers in local welfare agencies. Despite conflicting demands and lack of resources in the front line services, findings indicate that managers and practitioners perceive their work as overall equally satisfying. Still, the managers find their job more interesting and challenging due to their position, reporting higher feelings of accomplishment and control over work. Receiving public approval and co-worker support are positively associated with job satisfaction within both work positions, while superior support and client recognition were found to be significantly rewarding aspects to the practitioners only. The final discussion addresses the challenges for an organizational climate that sustain the worth and contribution of social professionals.

  14. Evaluation of Customer Satisfaction with Restaurant Services with ACSI Application

    Directory of Open Access Journals (Sweden)

    Derli Luís Angnes


    Full Text Available Brazil has more than a million bars and restaurants, which are responsible for about 40% of the tourism GDP of the country. Restaurants are business organizations in the gastronomy and service sectors that besides providing individual satisfaction and social life are of great importance for people’s health. The main objective of this study was to validate a model for the customer satisfaction related to the service attributes in restaurants. The American Customer Satisfaction Index (ACSI was used as a model and methodology reference, based on a survey with 270 clients. The methodology employed was characterized by a qualitative exploratory study, for the understanding of the relevant attributes of restaurant services, and, a descriptive evaluation, with a qualitative approach based on the ACSI model and methodology. The data analysis involved multivariate statistics with structured equation modeling. The main results from the exploratory step resulted in a list of 27 evaluation attributes for restaurant services and the analyses with a modeling of structural equations used to validate this model suggest that the relationship, the quality and the valued experienced by the customers influence their satisfaction and loyalty towards the evaluated restaurants.

  15. Satisfaction with family planning services - interpersonal and organisational dimensions

    Directory of Open Access Journals (Sweden)

    M.S. Westaway


    Full Text Available In South Africa, client satisfaction with the quality of health care has received minimal attention; probably due to the lack of locally developed and tested measures. Therefore, we developed and tested a 20-item attitude scale to determine satisfaction with Family Planning (FP services. The objectives of this study were to: ascertain reliability of the scale and confirm, through factor analysis, that satisfaction with the FP service was based on interpersonal and organisational dimensions. The sample comprised 199 black adult interviewees (158 women and 41 men, who had previously used or were currently using contraception, from an informal settlement in Gauteng, South Africa. Three items were removed from the scale due to unacceptable communality estimates. The reliability coefficient of 0.76 for the 17-item scale was satisfactory. The principal components analysis, with orthogonal and oblique rotations, extracted two factors; accounting for 51.8% of the variance. The highest loadings on Factor I involved an interpersonal dimension (friendly, encouraging, competent, informative and communicative. Factor II tended to focus on the organisational elements of the system, such as different methods, choice of methods, service availability and length of waiting time. It was concluded that this scale was a reliable, easily administered and scored measure of satisfaction, with underlying interpersonal and organisational dimensions.

  16. Factors associated with job and personal satisfaction in adult Brazilian intensivists. (United States)

    Nassar Junior, Antonio Paulo; Azevedo, Luciano César Pontes de


    To evaluate job and personal satisfaction rates in physicians who work in adult intensive care units and to identify the factors associated with satisfaction. A cross-sectional study performed with physicians who participated in two intensive medicine online discussion groups. A questionnaire designed to assess the physician's sociodemographic profile and job was available for both groups for 3 months. At the end of the questionnaire, the participants addressed their degrees of job and personal satisfaction using a Likert scale in which 1 represented "very dissatisfied" and 5 represented "very satisfied". The association between sociodemographic and job characteristics with job and personal satisfaction was evaluated. Variables independently associated with satisfaction were identified using a logistic regression model. The questionnaire was answered by 250 physicians, of which 137 (54.8%) declared they were satisfied with their jobs and 34 (13.5%) were very satisfied. None of the evaluated characteristics were independently associated with job satisfaction. Regarding personal satisfaction, 136 (54.4%) physicians reported being satisfied, and 48 (19.9%) reported being very satisfied. Job satisfaction (OR = 7.21; 95%CI 3.21 - 16.20) and working in a university hospital (OR = 3.24; 95%CI 1.29 - 8.15) were factors independently associated with the personal satisfaction of the participants. The participant physicians reported job and personal satisfaction with their work in intensive care. Job satisfaction and working in a university hospital were independently associated with greater personal satisfaction.

  17. Ginásio Clube Português (GCP) : measuring customer satisfaction in services industry


    Alves, Guilherme Fernandes Rito


    The objective of this thesis is to measure and analyze the customer satisfaction level in Ginásio Clube Português, by understanding the key determinants and consequences of customer satisfaction. After an exponential growth both in revenues and in number of clients between 1998 and 2011, Ginásio Clube Português is losing competitive edge due to the increasing competition in the high-end and low-cost markets as well as due to the effects of the economic downturn. Aiming to en...


    Directory of Open Access Journals (Sweden)

    Cotiu Madalina-Alexandra


    Full Text Available Consumer satisfaction represents one of the core principles of marketing as it is acknowledged that organizations survive and prosper only by properly meeting the needs and wants of their customers. The same logic can be applied to the healthcare sector, especially in the current context of increased public scrutiny and funding pressure. Furthermore, research shows that patient satisfaction is linked to positive effects from both a marketing and a medical point of view. From a marketing point of view, patient satisfaction is closely linked to positive word of mouth and likelihood to recommend, while from a medical poinbt of view, research suggests that satisfied patients are more inclined toward treatment adherence, are less likely to seek another opinion elsewhere thus delaying treatment, while medical staff tend to have a higher morale. Yet, research regarding patient satisfaction with a particular illness is scarce with studies rarely building on previous results. The article takes on this challenge and aims to critically analyse several empirical studies conducted on patient satisfaction with diabetes care in order to synthesize results on particular determinants and suggest areas for further research. Diabetes is currently one of the most spread chronic disease around the world, while also affecting both old and younger patients. At the same time, it is a chronic disease characterised by the need for disease management efforts on behalf of the patients as well as high treatment adherence in order to avoid complications. It is also a costly chronic disease especially because of the numerous complications which patients may arrive to face during their struggle with this disease. In order to achieve the aim of this article we have chosen to adopt a marketing approach meaning that we see diabetes patients as clients of the medical institutions. Results show that diabetes particularities call for a broader view on patient satisfaction

  19. Job satisfaction of older workers

    NARCIS (Netherlands)

    Maassen van den Brink, H.; Groot, W.J.N.


    Using data for The Netherlands, this paper analyzes the relation between allocation, wages and job satisfaction. Five conclusions emerge from the empirical analysis: satisfaction with the job content is the main factor explaining overall job satisfaction; the effects of individual and job

  20. Geography of European Life Satisfaction (United States)

    Okulicz-Kozaryn, Adam


    The vast majority of studies analyze life satisfaction at individual and/or country level. This study contributes with analysis of life satisfaction at the (sub-national) province level across multiple countries. The purpose of this study is to call attention to spatial aspects of life satisfaction. Literature does not discuss the fact that life…

  1. Customer Satisfaction with Public Libraries. (United States)

    D'Elia, George; Rodger, Eleanor Jo


    Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…

  2. Chilean geo client application for disasters (United States)

    Suárez, Rodrigo F.; Lovison, Lucia; Potters, Martinus


    The global network of the Group on Earth Observation, GEO, connects all kinds of professionals from public and private institutions with data providers, sharing information to face the challenges of global changes and human development and they are creating a Global Earth Observation System of Systems (GEOSS) to connect existing data infrastructures. A GEOSS Architecture Implementation Pilot Project for Disasters in Chile (AIP-8) was created as part of a capacity building initiative and representatives of different national agencies in Chile, along with international experts, formed a GEOSS Capacity Building Working Group (Lovison et al, 2016). Consistent with the objectives of GEOSS AIP-8 Chile, we developed and implemented a prototype service based on web services, mobile applications and other communication channels, which allows connecting different sources of information, aiming to reduce population vulnerability to natural disasters such as: earthquakes, flooding, wild fires and tsunamis, which is presented here. The GEO Chile client application is a JavaScript application using GEODAB brokering services, GIS technology and disaster information provided by national and international disaster services, including public and private organizations, where cartography becomes fundamental as a tool to provide realism and ubiquity to the information. Seven hotpots are targeted: Calbuco, Copahue and Villarrica volcanoes areas, Valparaíso city, which is frequently a victim of wildfires in the zone where population meets forest and Iquique, Illapel and Talcahuano, areas frequently struck by earthquakes and tsunamis.

  3. Core Self-Evaluations, life satisfaction, and sport satisfaction


    Antón Aluja


    We investigated the association between Core Self-Evaluations (CSE) and life and sport satisfaction to assess whether the Core Self-Evaluations scale was a better predictor of life satisfaction or sport satisfaction. The study included three hundred and thirteen athletes (231 men and 82 women; age range to 47 years (Mage=22.9 years, SDage=5.9 years)). Participants completed the French language version of the CSE scale, the Satisfaction with Life Scale, and the Satisfaction with Sport Scale. A...

  4. Global life satisfaction predicts ambulatory affect, stress, and cortisol in daily life in working adults. (United States)

    Smyth, Joshua M; Zawadzki, Matthew J; Juth, Vanessa; Sciamanna, Christopher N


    Global life satisfaction has been linked with long-term health advantages, yet how life satisfaction impacts the trajectory of long-term health is unclear. This paper examines one such possible mechanism-that greater life satisfaction confers momentary benefits in daily life that accumulate over time. A community sample of working adults (n = 115) completed a measure of life satisfaction and then three subsequent days of ecological momentary assessment surveys (6 times/day) measuring affect (i.e., emotional valence, arousal), and perceived stress, and also provided salivary cortisol samples. Multilevel models indicated that people with higher (vs. lower) levels of life satisfaction reported better momentary affect, less stress, marginally lower momentary levels and significantly altered diurnal slopes of cortisol. Findings suggest individuals with high global life satisfaction have advantageous daily experiences, providing initial evidence for potential mechanisms through which global life satisfaction may help explain long-term health benefits.

  5. Patient Satisfaction in Military Dental Treatment Facilities (United States)


    the variance in regards to overall satisfaction. 15. SUBJECT TERMS Dentistry, Patient Satisfaction, Military, Consumer Satisfaction, Dental... patient satisfaction in military dental treatment facilities. Dental health is extremely important for the military as dental assets are not always... customer satisfaction is an important component of military dental care. Quarterly patient satisfaction reports are generated for each dental treatment

  6. Interactional patterns between staff and clients with borderline to mild intellectual disabilities

    NARCIS (Netherlands)

    Reuzel, E.; Embregts, P.J.C.M.; Bosman, A.M.T.; van Nieuwenhuizen, A.; Jahoda, A.


    Background Client-centred models of care imply that clients should have a collaborative relationship with staff providing support. This study investigates whether dialogues between staff and clients in naturally occurring contexts reflect this collaborative ideal. Methods Nineteen staff members

  7. The Impact of Comprehensive Case Management on HIV Client Outcomes.

    Directory of Open Access Journals (Sweden)

    Mark Brennan-Ing

    Full Text Available In 1990, New York State instituted Comprehensive Medicaid Case Management, also known as Target Case Management (TCM, for people dealing with multiple comorbid conditions, including HIV. The goal of TCM is to assist clients in navigating the health care system to increase care engagement and treatment adherence for individuals with complex needs. HIV-positive individuals engaged in care are more likely to be virally suppressed, improving clinical outcomes and decreasing chances of HIV transmission. The purpose of this study was to understand the impact of TCM management on outcomes for people with HIV. Data were obtained from Amida Care, which operates not-for-profit managed care Medicaid and Medicare Special Needs Plans (SNPs for HIV clients. Changes in clinical, cost, as well as medical and pharmacy utilization data among TCM clients were examined between January 2011 through September 2012 from the start of case management enrollment through the end of the study period (i.e., up to 6 months after disenrollment. Additionally, CD4 counts were compared between Amida Care TCM clients and non-TCM clients. Notable findings include increased CD4 counts for TCM clients over the one-year study period, achieving parity with non-TCM clients (i.e., Mean CD4 count > 500. When looking exclusively at TCM clients, there were increases in medication costs over time, which were concomitant with increased care engagement. Current findings demonstrate that TCM is able to achieve its goals of improving care engagement and treatment adherence. Subsequent policy changes resulting from the Affordable Care Act and the New York State Medicaid Redesign have made the Health Home the administrator of TCM services. Government entities charged with securing and managing TCM and care coordination for people with HIV should provide thoughtful and reasonable guidance and oversight in order to maintain optimal clinical outcomes for TCM clients and reduce the transmission of

  8. Relationship Marketing and Clients’ Satisfaction in the Branches of Social Security Funds


    Hamed Dabaghi; Bahram Ranjbarian; Hasan Ghorbani Dinani


    Organizations must preserve long-term relationships with customers to sustain life and stay in competitive context. In this regard, relationship marketing is a solution for manufacturing and service companies to benefit of a lasting relationship with the customer or client, while improving operations and customer satisfaction. This study aims to investigate the impact of adherence to the fundamentals of relationship marketing including trust, commitment, competence, communication and conflict...

  9. Asymmetric effects in customer satisfaction

    DEFF Research Database (Denmark)

    Füller, Johann; Matzler, Kurt; Faullant, Rita


    The results of this study on customer satisfaction in snowboard areas show that the relationship between an attribute and overall satisfaction can indeed be asymmetric. A 30-item self-administered survey was completed by snowboarders (n=2526) in 51 areas in Austria, Germany, Switzerland and Italy....... Results show that waiting time is a dissatisfier; it has a significant impact on overall customer satisfaction in the low satisfaction condition and becomes insignificant in the high satisfaction situation. Restaurants and bars are hybrids, i.e. importance does not depend on performance. Slopes, fun...

  10. Satisfaction of women urologists with maternity leave and childbirth timing. (United States)

    Lerner, Lori B; Baltrushes, Robin J; Stolzmann, Kelly L; Garshick, Eric


    Women physicians must consider many conflicting issues when timing childbirth. We characterized maternity leave, breast-feeding practices and satisfaction associated with pregnancy timing in women urologists. A 114-item anonymous survey including questions on maternity leave duration for firstborn children, workplace policies, attitudes and satisfaction was mailed to all 365 American board certified women urologists in May and July 2007. Logistic regression was used to identify factors associated with greater satisfaction. A total of 243 women urologists (69%) responded, of whom 158 had at least 1 biological child. Average maternal age at first birth was 32.6 years. Of the children 10%, 32% and 52% were born before, during and after residency, respectively. Only 42% of women reported the existence of a formal maternity leave policy. Of the women 70% took 8 weeks or less of leave. Those with 9 weeks or greater were 3.8 times more likely to report satisfaction (p = 0.001). Although women in practice were 2.0 times more likely to take 9 weeks or greater compared to those in training or earlier (p = 0.046), only 30% in practice took this much time. Dissatisfaction with leave was not related to birth timing (residency vs practice) or maternal age at delivery but to work/residency related issues in 69% of respondents, financial concerns in 13% and personal/other in 18%. For breast-feeding 67% of respondents were satisfied with the duration and 22% were not. Dissatisfaction was secondary to work factors. Satisfaction with leave was related to the amount of maternity leave with women with 9 weeks or greater more likely to report satisfaction. Women in practice were more likely to take 9 weeks or greater but most did not due to strong stressors related to work, partners/peers or finances. Work factors were cited for dissatisfaction with breast-feeding.

  11. An epidemiological investigation into an outbreak of rash illness among methadone maintenance clients in Australia. (United States)

    McAnulty, Jeremy M; Jauncey, Marianne E; Monger, Claire K; Hailstone, Susan T; Alam, Noore K M; Mannes, Trish F; Capon, Adam G; Irvine, Katie; Armstrong, Paul K; Kaldor, John M


    In late 2004, NSW Health received several reports of a serious desquamating rash among clients of the methadone program. We sought to identify the extent and likely cause of this outbreak. We initiated active surveillance for cases throughout Australia, a survey of dosing points in NSW, and a case control study of clients receiving methadone syrup (MS) at two clinics. Between October 2004 and March 2005, 388 cases were identified, largely in NSW. The dosing point survey found almost all cases were clients prescribed MS (attack rate 4.5%). In multivariate analysis of data from dosing points that dispensed MS, use of take away doses or location of the dosing point in greater western Sydney were associated with illness. In the case control study, MS injection, use of street MS, high doses of MS, frequent takeaway doses, or use of benzodiazepines were associated with illness. Testing found no abnormality in associated batches of MS. Batches of MS temporally associated with the outbreak were quarantined from use and the outbreak subsided. While a direct causal link could not be established, available evidence suggests that a contaminant may have caused the outbreak. Epidemiological analyses are important for assessing concerns about product safety following marketing approval.


    Directory of Open Access Journals (Sweden)

    Mihoc Florin


    Full Text Available Although it is not commonly accepted within healthcare services industry, the importance of marketing is more and more recognized nowadays by the organizations activating in the field. Current perception resides in a series of factors as: ethical aspects involved in the delivery process; special characteristics of the market; particular profile and behavior of the consumers of healthcare services and probably because of the inadequate understanding of the marketing role in the life of an organization. A deep analysis in the field of healthcare services will emphasize not only its complexity, but also its interdisciplinary feature under many aspects, as it is an area where many fields of interest are intersecting, both economic and social. It also reveals a particular field of study with many particular features - considered a sensitive field (Popa and Vladoi 2010: 232. Generated using the SERVQUAL model, the data presented in the paper are the result of a quantitative research designed to measure and compare the patient/client satisfaction degree for public and private medical services provided by the Romanian hospitals. The aim of the research is to identify and to measure the gap that appears between the patient/client’ expectations and perceptions regarding the delivered services; to identify the potential profile of the private Romanian hospitals’ clients regarding the demographic features and also to pin-point correlations between the image created in the mind of the Romanian patients/clients and the type of medical services (public or private they were using. We consider that the results of this research are valuable for the managers of the medical units in order to initiate series of actions aiming to improve the quality of their services and, as a result the patient/clients’ satisfaction degree. Later being one of the most important performance indicators of an organization that activates in a highly competitive business

  13. An experimental study of client-side Spotify peering behaviour


    Ellis, M.; Strowes, S.; Perkins, C.


    Spotify is a popular music-streaming service which has seen widespread use across Europe. While Spotify’s server-side behaviour has previously been studied, little is known about the client-side behaviour. In this paper, we describe an experimental study where we collect packet headers for Spotify traffic over multiple 24-hour time frames at a client host. Two distinct types of behaviour are observed, when tracks are being downloaded, and when the client is only serving requests from other pe...

  14. Simultaneous penile-vaginal intercourse orgasm is associated with satisfaction (sexual, life, partnership, and mental health). (United States)

    Brody, Stuart; Weiss, Petr


    Previous multivariate research found that satisfaction was associated positively with frequency of specifically penile-vaginal intercourse (PVI; as opposed to other sexual activities) as well as with vaginal orgasm. The contribution to satisfaction of simultaneous orgasm produced by PVI merited direct examination in a large representative sample. To examine the associations of aspects of satisfaction (sexual, life, own mental health, partner relationship) with consistency of simultaneous orgasm produced by PVI (as well as with PVI frequency and vaginal orgasm consistency). A representative sample of Czechs (N = 1,570) aged 35-65 years completed a survey on aspects of satisfaction, PVI frequency, vaginal orgasm consistency, and consistency of simultaneous orgasm produced by PVI (the latter being a specially timed version of vaginal orgasm for women). Analysis of variance of satisfaction components (LiSat scale items) from age and the sexual behaviors. For both sexes, all aspects of satisfaction were associated with simultaneous PVI orgasm consistency and with PVI frequency (except female life satisfaction). All aspects of satisfaction were also associated with vaginal orgasm consistency. Multivariate analyses indicated that PVI frequency and simultaneous orgasm consistency make independent contributions to the aspects of satisfaction for both sexes. For both sexes, PVI frequency and simultaneous orgasm produced by PVI (as well as vaginal orgasm for women) are associated with greater life, sexual, partnership, and mental health satisfaction. Greater support for these specific aspects of sexual activity is warranted. © 2010 International Society for Sexual Medicine.

  15. The development of customers’ satisfaction in the banking sector of Slovakia in the turbulent economic environment

    Directory of Open Access Journals (Sweden)

    Jaroslav Belás


    Full Text Available Satisfaction of bank’s customers presents important area of building of long-term relationships with the client, which significantly determines the financial performance of commercial banks through successful business. Satisfied customer buy bank’s products, is willing to pay also higher price for the product or service and represents some form of free advertising and considerable less effort, time and money needed for keep him, than to get a new one. This article presents current situation in the banking sector in Slovakia and quantifies changes in the area of customer satisfaction, which occurred during the financial and economic crisis. Customer satisfaction research has been conducted through a questionnaire survey. First research has been carried out on the first half of 2008 on the sample of 298 respondents, ie. the time before the financial crisis. In that time, the greatest satisfaction has been assigned to the availability of bank’s products and services, and the greatest dissatisfaction has been expressed by respondents to the prices of banking products and services. In 2012, this research has been conducted on the sample of 320 respondents. The change of satisfaction factors, respectively dissatisfied bank’s customers compared with 2008 has been investigated by standard statistical methods. Results of our research in 2012 showed satisfaction reduction of bank customers and also changes in respondents’ preferences of the perception of satisfaction factors, respectively dissatisfaction in relation to commercial banks.

  16. Job satisfaction: rural versus urban primary health care workers' perception in Ogun State of Nigeria. (United States)

    Campbell, P C; Ebuehi, O M


    Job satisfaction implies doing a job one enjoys, doing it well, and being suitably rewarded for one' efforts. Several factors affect job satisfaction. To compare factors influencing job satisfaction amongst rural and urban primary health care workers in southwestern Nigeria. A cross sectional comparative study recruited qualified health workers selected by multi stage sampling technique from rural and urban health facilities in four local government areas (LGAs) of Ogun State in Southwestern Nigeria. Data were collected and analysed using Epi info V 3.5.1 RESULTS: The response rates were 88(88%) and 91(91%) respectively in the rural and urban areas. While urban workers derived satisfaction from availability of career development opportunities, materials and equipment, in their current job, rural workers derived satisfaction from community recognition of their work and improved staff relationship. Major de-motivating factors common to both groups were lack of supportive supervision, client-provider relationship and lack of in-service training. However more rural 74(84.1%) than urban 62(68.1%) health workers would prefer to continue working in their present health facilities (p=0.04). There was a statistically significant difference between the two groups in job satisfaction with respect to tools availability and career development opportunities (pfactors influencing job satisfaction between rural and urban healthcare workers. There is need for human resource policy to be responsive to the diverse needs of health workers particularly at the primary level.

  17. Quality of Care and Job Satisfaction in the European Home Care Setting: Research Protocol

    Directory of Open Access Journals (Sweden)

    Liza Van Eenoo


    Full Text Available Introduction: Since the European population is ageing, a growing number of elderly will need home care. Consequently, high quality home care for the elderly remains an important challenge. Job satisfaction among care professionals is regarded as an important aspect of the quality of home care. Aim: This paper describes a research protocol to identify elements that have an impact on job satisfaction among care professionals and on quality of care for older people in the home care setting of six European countries. Methods: Data on elements at the macro-level (policy, meso-level (care organisations and micro-level (clients are of importance in determining job satisfaction and quality of care. Macro-level indicators will be identified in a previously published literature review. At meso- and micro-level, data will be collected by means of two questionnaires utilsed with both care organisations and care professionals, and by means of interRAI Home Care assessments of clients. The client assessments will be used to calculate quality of care indicators. Subsequently, data will be analysed by means of linear and stepwise multiple regression analyses, correlations and multilevel techniques. Conclusions and Discussion: These results can guide health care policy makers in their decision making process in order to increase the quality of home care in their organisation, in their country or in Europe.

  18. Quality of Care and Job Satisfaction in the European Home Care Setting: Research Protocol (United States)

    van der Roest, Henriëtte; van Hout, Hein; Declercq, Anja


    Introduction: Since the European population is ageing, a growing number of elderly will need home care. Consequently, high quality home care for the elderly remains an important challenge. Job satisfaction among care professionals is regarded as an important aspect of the quality of home care. Aim: This paper describes a research protocol to identify elements that have an impact on job satisfaction among care professionals and on quality of care for older people in the home care setting of six European countries. Methods: Data on elements at the macro-level (policy), meso-level (care organisations) and micro-level (clients) are of importance in determining job satisfaction and quality of care. Macro-level indicators will be identified in a previously published literature review. At meso- and micro-level, data will be collected by means of two questionnaires utilsed with both care organisations and care professionals, and by means of interRAI Home Care assessments of clients. The client assessments will be used to calculate quality of care indicators. Subsequently, data will be analysed by means of linear and stepwise multiple regression analyses, correlations and multilevel techniques. Conclusions and Discussion: These results can guide health care policy makers in their decision making process in order to increase the quality of home care in their organisation, in their country or in Europe. PMID:28435423

  19. Distance Constraint Satisfaction Problems (United States)

    Bodirsky, Manuel; Dalmau, Victor; Martin, Barnaby; Pinsker, Michael

    We study the complexity of constraint satisfaction problems for templates Γ that are first-order definable in ({ Z}; {suc}), the integers with the successor relation. Assuming a widely believed conjecture from finite domain constraint satisfaction (we require the tractability conjecture by Bulatov, Jeavons and Krokhin in the special case of transitive finite templates), we provide a full classification for the case that Γ is locally finite (i.e., the Gaifman graph of Γ has finite degree). We show that one of the following is true: The structure Γ is homomorphically equivalent to a structure with a certain majority polymorphism (which we call modular median) and CSP(Γ) can be solved in polynomial time, or Γ is homomorphically equivalent to a finite transitive structure, or CSP(Γ) is NP-complete.

  20. GenExp: an interactive web-based genomic DAS client with client-side data rendering.

    Directory of Open Access Journals (Sweden)

    Bernat Gel Moreno

    Full Text Available BACKGROUND: The Distributed Annotation System (DAS offers a standard protocol for sharing and integrating annotations on biological sequences. There are more than 1000 DAS sources available and the number is steadily increasing. Clients are an essential part of the DAS system and integrate data from several independent sources in order to create a useful representation to the user. While web-based DAS clients exist, most of them do not have direct interaction capabilities such as dragging and zooming with the mouse. RESULTS: Here we present GenExp, a web based and fully interactive visual DAS client. GenExp is a genome oriented DAS client capable of creating informative representations of genomic data zooming out from base level to complete chromosomes. It proposes a novel approach to genomic data rendering and uses the latest HTML5 web technologies to create the data representation inside the client browser. Thanks to client-side rendering most position changes do not need a network request to the server and so responses to zooming and panning are almost immediate. In GenExp it is possible to explore the genome intuitively moving it with the mouse just like geographical map applications. Additionally, in GenExp it is possible to have more than one data viewer at the same time and to save the current state of the application to revisit it later on. CONCLUSIONS: GenExp is a new interactive web-based client for DAS and addresses some of the short-comings of the existing clients. It uses client-side data rendering techniques resulting in easier genome browsing and exploration. GenExp is open source under the GPL license and it is freely available at

  1. Older Caregiving Parents: Division of Household Labor, Marital Satisfaction, and Caregiver Burden (United States)

    Essex, Elizabeth Lehr; Hong, Jinkuk


    Based on a sample of 126 families, this study investigated how division of household labor is related to marital satisfaction and caregiving burden among older married parents caring for adult children with intellectual disabilities. For mothers, greater spousal participation in household work and satisfaction with the division of labor were…

  2. Association between Continuing Education and Job Satisfaction of Nurses Employed in Long-Term Care Facilities. (United States)

    Robertson, Ethel M.; Higgins, Leslie; Rozmus, Cathy; Robinson, James P.


    Continuing-education participation and job satisfaction of 85 licensed practical nurses and 25 registered nurses in long-term care were compared. There were no differences between full- and part-time staff. Nurses with higher family incomes participated more frequently. Registered nurses participated more and had greater job satisfaction. (SK)

  3. Hope and Life Satisfaction in Black College Students Coping with Race-Related Stress (United States)

    Danoff-Burg, Sharon; Prelow, Hazel M.; Swenson, Rebecca R.


    This exploratory study examined the effects of hope and coping with race-related stress on life satisfaction in Black college students. Findings indicated that students with high hope had greater coping efficacy and used more problem-focused coping than students with low hope. Neither coping nor hope had a direct effect on life satisfaction.…

  4. More freedom of choice but less preference satisfaction in parametric situations

    NARCIS (Netherlands)

    van Loo, Hanna

    Freedom of choice is often defended with reference to its positive influence on the satisfaction of preferences. The more choice options there are, the greater the level of utility one derives from choosing one of the options. Moreover, it is assumed that the satisfaction of preferences will not

  5. Health education for microcredit clients in Peru: a randomized controlled trial. (United States)

    Hamad, Rita; Fernald, Lia Ch; Karlan, Dean S


    Poverty, lack of female empowerment, and lack of education are major risk factors for childhood illness worldwide. Microcredit programs, by offering small loans to poor individuals, attempt to address the first two of these risk factors, poverty and gender disparity. They provide clients, usually women, with a means to invest in their businesses and support their families. This study investigates the health effects of also addressing the remaining risk factor, lack of knowledge about important health issues, through randomization of members of a microcredit organization to receive a health education module based on the World Health Organization's Integrated Management of Childhood Illness (IMCI) community intervention. Baseline data were collected in February 2007 from clients of a microcredit organization in Pucallpa, Peru (n = 1,855) and their children (n = 598). Loan groups, consisting of 15 to 20 clients, were then randomly assigned to receive a health education intervention involving eight monthly 30-minute sessions given by the organization's loan officers at monthly loan group meetings. In February 2008, follow-up data were collected, and included assessments of sociodemographic information, knowledge of child health issues, and child health status (including child height, weight, and blood hemoglobin levels). To explore the effects of treatment (i.e., participation in the health education sessions) on the key outcome variables, multivariate regressions were implemented using ordinary least squares. Individuals in the IMCI treatment arm demonstrated more knowledge about a variety of issues related to child health, but there were no changes in anthropometric measures or reported child health status. Microcredit clients randomized to an IMCI educational intervention showed greater knowledge about child health, but no differences in child health outcomes compared to controls. These results imply that the intervention did not have sufficient intensity to change

  6. Greater trochanteric pain syndrome diagnosis and treatment. (United States)

    Mallow, Michael; Nazarian, Levon N


    Lateral hip pain, or greater trochanteric pain syndrome, is a commonly seen condition; in this article, the relevant anatomy, epidemiology, and evaluation strategies of greater trochanteric pain syndrome are reviewed. Specific attention is focused on imaging of this syndrome and treatment techniques, including ultrasound-guided interventions. Copyright © 2014 Elsevier Inc. All rights reserved.

  7. Dermatologists happiness and satisfaction (United States)

    Fierro-Arias, Leonel; Simón-Díaz, Pilar; Ponce-Olivera, Rosa María; Arenas-Guzmán, Roberto


    To assess the level of happiness and satisfaction in the life and medical practice of dermatologists in Mexico. A descriptive study (online survey) was conducted focused on practicing dermatologists in our country. Questions included demographic characteristics, the Pemberton happiness index (with local validation) and questions that assessed the degree of personal satisfaction. Descriptive statistics were used to obtain the central tendency and dispersion. Measures of central tendency and dispersion were performed; to compare categorical variables, contingency tables for chi-square test were used and when comparing quantitative variables with normal distribution, Student’s t t-test was used. 219 surveys were included, 72.6% female and 27.4% male, with an average age of 45.6 and an average of 16 years of medical practice. Most of them (64.8%) graduate from Mexico City; 93% were very satisfied with the specialty and 98.6% of them would choose the same once again, the most important reason is to encompass medical and surgical areas. The level of happiness by using the Pemberton scale was “high” (mode: 9.11; standard deviation: 1.73). This first study in Latin America on this subject in dermatologists showed high levels of satisfaction and happiness in both professional and personal areas. Copyright: © 2018 SecretarÍa de Salud

  8. Patients satisfaction with laboratory services at antiretroviral therapy clinics in public hospitals, Addis Ababa, Ethiopia. (United States)

    Mindaye, Tedla; Taye, Bineyam


    Despite the fact that Ethiopia has scale up antiretroviral treatment (ART) program, little is known about the patient satisfaction with ART monitoring laboratory services in health facilities. We therefore aimed to assess patient satisfaction with laboratory services at ART clinics in public hospitals. Hospital based, descriptive cross sectional study was conducted from October to November 2010 among clients attending in nine public hospitals ART clinics in Addis Ababa Ethiopia. Patients' satisfaction towards laboratory services was assessed using exit interview structured questionnaire. Data were coded and entered using EPI info 2002 (Centers for Disease Control and Prevention Atlanta, GA) and analyzed using SPSS version 15 software (SPSS INC, Chicago, IL, USA). A total of 406 clients were involved in the study. Of these 255(62.8%) were females. The overall satisfaction rate for ART monitoring laboratory services was (85.5%). Patients were satisfied with measures taken by health care providers to keep confidentiality and ability of the person drawing blood to answer question (98.3% and 96.3% respectively). Moreover, the finding of this study revealed, statistical significant associations between the overall patients' satisfaction with waiting time to get blood drawing service, availability of ordered laboratory tests and waiting time to get laboratory result with (p ART monitoring laboratory services compared to those who underwent for more than 30 minutes. Overall, the satisfaction survey showed, most respondents were satisfied with ART monitoring laboratory services. However, factors such as improving accessibility and availability of latrines should be taken into consideration in order to improve the overall satisfaction.

  9. The role of effective communication in the construction Industry: a guide for education and health clients

    Directory of Open Access Journals (Sweden)

    Terry Aulich


    Full Text Available The construction industry operates primarily as a system of sub-contracting and purpose built alliances. There is a wide spread of stakeholders involved in conceiving a building project through typical stages such as design, finance, build,  manage, upgrade and, ultimately, replacement and a corresponding need for communication and cooperation. Specialists who can prevent bridges falling down or who build 20 storey buildings are seen as the hard-nosed, action people who have helped bring us into the modern era. However, there are intuitive activities and disciplines which help us to achieve the type of construction achievements that have been the hallmarks of the 19th, 20th and now the 21st centuries. Most of these so called soft disciplines are about how one helps people, often highly skilled, achieve those construction and engineering goals. The key components are consultation and communication. Communication strategies should be based on a thorough understanding of the ways that humans co-operate in joint undertakings, the key principles of social dynamics and learning theory plus the ways in which people deliver, accept and understand words and pictures. The disciplines of organisational and environmental psychology have become a basic fundamental of modern business activities from management and organisational strategy to marketing and customer relations and to the improvement of working, recreational and living environments. However it is rare for a mature industry such as construction to adopt or examine those disciplines for guidance about either strategies or operations. This is despite the fact that the construction industry is almost entirely based on the principle of sub-contracting, business and professional alliances, all of which require understanding of environmental psychology and social dynamics in order to build trust, reputation, teamwork and client satisfaction. There is therefore a major need for communications to be

  10. Ulysses directives in The Netherlands: opinions of psychiatrists and clients. (United States)

    Varekamp, I


    In this article we present a study on the opinions of Dutch psychiatrists and clients on Ulysses directives. In-depth interviews were conducted with 18 clients and 17 psychiatrists. Most respondents were proponents of Ulysses directives. The most frequently mentioned objective of these directives was to secure timely admission to hospital, although a large minority was mainly interested in giving patients influence on treatment decisions. Psychiatrists differed on how much autonomy they preferred with regard to decisions about the moment of admission and kind of treatment. Clients also differed in this respect. Pressure from others to execute a Ulysses directive, and premature admission to the hospital were mentioned as risks of Ulysses directives. Crisis cards were seen as an alternative by many psychiatrists and some clients. Recommendations are made for a good functioning of Ulysses directives, and the appropriateness of crisis cards as an alternative for a number of patients is discussed.

  11. Client Centeredness and Health Reform: Key Issues for Occupational Therapy (United States)

    Pitonyak, Jennifer S.; Fogelberg, Donald; Leland, Natalie E.


    Health reform promotes the delivery of patient-centered care. Occupational therapy’s rich history of client-centered theory and practice provides an opportunity for the profession to participate in the evolving discussion about how best to provide care that is truly patient centered. However, the growing emphasis on patient-centered care also poses challenges to occupational therapy’s perspectives on client-centered care. We compare the conceptualizations of client-centered and patient-centered care and describe the current state of measurement of client-centered and patient-centered care. We then discuss implications for occupational therapy’s research agenda, practice, and education within the context of patient-centered care, and propose next steps for the profession. PMID:26356651

  12. Client Mobile Software Design Principles for Mobile Learning Systems

    Directory of Open Access Journals (Sweden)

    Qing Tan


    Full Text Available In a client-server mobile learning system, client mobile software must run on the mobile phone to acquire, package, and send student’s interaction data via the mobile communications network to the connected mobile application server. The server will receive and process the client data in order to offer appropriate content and learning activities. To develop the mobile learning systems there are a number of very important issues that must be addressed. Mobile phones have scarce computing resources. They consist of heterogeneous devices and use various mobile operating systems, they have limitations with their user/device interaction capabilities, high data communications cost, and must provide for device mobility and portability. In this paper we propose five principles for designing Client mobile learning software. A location-based adaptive mobile learning system is presented as a proof of concept to demonstrate the applicability of these design principles.

  13. Comparison and selection of client computer in nuclear instrument

    International Nuclear Information System (INIS)

    Ma Guizhen; Xie Yanhui; Peng Jing; Xu Feiyan


    The function of modern new nuclear instrument is very much. And the information degree is high requested. Through close matching for host computer and client computer, the data processing function can be carried out. This article puts forward a few of projects for the client computer of general nuclear instrument. The function and features of several common client computers, such as FPGA, ARM and DSP, are analyzed and compared. The applied scope is discussed also. At the same time, using a practical design as an example, the selection ideas of client computer are described. This article can be used for reference for the hardware design of data acquisition processing unit in nuclear instrument. (authors)

  14. Automated Detection of Client-State Manipulation Vulnerabilities

    DEFF Research Database (Denmark)

    Møller, Anders; Schwarz, Mathias


    automated tools that can assist the programmers in the application development process by detecting weaknesses. Many vulnerabilities are related to web application code that stores references to application state in the generated HTML documents to work around the statelessness of the HTTP protocol....... In this paper, we show that such client-state manipulation vulnerabilities are amenable to tool supported detection. We present a static analysis for the widely used frameworks Java Servlets, JSP, and Struts. Given a web application archive as input, the analysis identifies occurrences of client state...... and infers the information flow between the client state and the shared application state on the server. This makes it possible to check how client-state manipulation performed by malicious users may affect the shared application state and cause leakage or modifications of sensitive information. The warnings...

  15. Patient/client participation – adaptability into the system?

    DEFF Research Database (Denmark)

    Glasdam, Stinne; Kjær, Lone; Præstegaard, Jeanette

    Through the last 35 years "patient/client involvement" have been a mantra within health policies and stated objectives in education curriculums and institutional object clauses; - although different terms are used: "patient-centered", "inclusion", "participation", "influence", "respect for patient...

  16. Job satisfaction levels of physician assistant faculty in the United States. (United States)

    Graeff, Evelyn C; Leafman, Joan S; Wallace, Lisa; Stewart, Gloria


    Understanding job satisfaction in academia is important in order to recruit and retain faculty. Faculty members with greater job dissatisfaction are more likely to leave than faculty members who are satisfied. Physician assistant (PA) faculty job satisfaction needs to be assessed to determine which job facets are satisfying or dissatisfying. A quantitative descriptive study was done using a Web-based survey sent to PA faculty. The Job Descriptive Index (JDI), a validated survey, was used to measure levels of job satisfaction. The means for each facet were calculated to indicate levels of satisfaction with the job overall, work, supervision, co-workers, pay, promotion, levels of stress, and trustworthiness in management. Correlations were run among demographic factors, salary, and overall job satisfaction. Of the 1,241 PA faculty that received the survey, 239 responses (19.3% response rate) met the criteria for study inclusion. The highest level of satisfaction was with one's co-workers (mean 46.83, range 0 to 54). The promotion facet received the lowest mean level of satisfaction with a 22.2 (range 0 to 54). A small correlation was found between job satisfaction and academic rank (r = -.153, P = .020). Job satisfaction is linked to increased productivity and performance. It is important to understand job satisfaction to make improvements in the appropriate areas. Overall, the results indicate that PA faculty are satisfied with their jobs. Further research is needed to understand the factors that contribute to satisfaction among PA faculty.

  17. Male nurses' experiences of providing intimate care for women clients. (United States)

    Inoue, Madoka; Chapman, Rose; Wynaden, Dianne


    This paper reports a study of male nurses' experiences of providing intimate care for women clients. The number of men entering the nursing profession has increased worldwide. As a consequence of the move to a more gender-balanced profession, debate has ensued over how intimate care should be performed when this requires male nurses to be physically close to women clients. As there was little previous work on this topic, we wished to provide nurses, clients and other healthcare professionals with a better understanding of male nurses' experiences of working with women clients and within a healthcare system where they often feel excluded. Semi-structured, open-ended interviews were conducted with male nurses working in various clinical settings in Western Australia. Latent content analysis was used to analyse the interviews, which were carried out between June and July 2004. Three themes were identified: the definition of intimate care, the emotional experience associated with providing intimate care and strategies used to assist in the delivery of intimate care for women clients. Providing intimate care for women clients was a challenging experience for male nurses. Participants described how it required them to invade these clients' personal space. Consequently, they often experienced various negative feelings and used several strategies to assist them during care delivery. Nurse educators should assist male nurses to be better prepared to interact with women clients in various settings. Furthermore, workplace environments need to provide additional support and guidance for male nurses to enable them to develop effective coping strategies to manage challenging situations.

  18. Antecedent control in the treatment of brain-injured clients. (United States)

    Zencius, A H; Wesolowski, M D; Burke, W H; McQuade, P


    Three brain-injured clients failed to respond significantly to consequence management programmes designed to increase attendance, use of a cane, and to reduce unauthorized breaks. When antecedent stimulus control procedures were applied, attendance and use of a cane increased and unauthorized breaks decreased. The study shows that antecedent control may be the treatment of choice when treating brain-injured clients with memory loss.

  19. Visualization Software for VisIT Java Client

    Energy Technology Data Exchange (ETDEWEB)


    The VisIT Java Client (JVC) library is a lightweight thin client that is designed and written purely in the native language of Java (the Python & JavaScript versions of the library use the same concept) and communicates with any new unmodified standalone version of VisIT, a high performance computing parallel visualization toolkit, over traditional or web sockets and dynamically determines capabilities of the running VisIT instance whether local or remote.

  20. Enhancing Clients' Communication Regarding Goals for Using Psychiatric Medications. (United States)

    Deegan, Patricia E; Carpenter-Song, Elizabeth; Drake, Robert E; Naslund, John A; Luciano, Alison; Hutchison, Shari L


    Discordance between psychiatric care providers' and clients' goals for medication treatment is prevalent and is a barrier to person-centered care. Power statements-short self-advocacy statements prepared by clients in response to a two-part template-offer a novel approach to help clients clarify and communicate their personal goals for using psychiatric medications. This study described the power statement method and examined a sample of power statements to understand clients' goals for medication treatment. More than 17,000 adults with serious mental illness at 69 public mental health clinics had the option to develop power statements by using a Web application located in the clinic waiting areas. A database query determined the percentage of clients who entered power statements into the Web application. The authors examined textual data from a random sample of 300 power statements by using content analysis. Nearly 14,000 (79%) clients developed power statements. Of the 277 statements in the sample deemed appropriate for content analysis, 272 statements had responses to the first part of the template and 230 had responses to the second part. Clients wanted psychiatric medications to help control symptoms in the service of improving functioning. Common goals for taking psychiatric medications (N=230 statements) were to enhance relationships (51%), well-being (32%), self-sufficiency (23%), employment (19%), hobbies (15%), and self-improvement (10%). People with serious mental illness typically viewed medications as a means to pursue meaningful life goals. Power statements appear to be a simple and scalable technique to enhance clients' communication of their goals for psychiatric medication treatment.

  1. Canadian nurse practitioner job satisfaction. (United States)

    LaMarche, Kimberley; Tullai-McGuinness, Susan


    To examine the level of job satisfaction and its association with extrinsic and intrinsic job satisfaction characteristics among Canadian primary healthcare nurse practitioners (NPs). A descriptive correlational design was used to collect data on NPs' job satisfaction and on the factors that influence their job satisfaction. A convenience sample of licensed Canadian NPs was recruited from established provincial associations and special-interest groups. Data about job satisfaction were collected using two valid and reliable instruments, the Misener Nurse Practitioner Job Satisfaction Survey and the Minnesota Satisfaction Questionnaire. Descriptive statistics, Pearson correlation and regression analysis were used to describe the results. The overall job satisfaction for this sample ranged from satisfied to highly satisfied. The elements that had the most influence on overall job satisfaction were the extrinsic category of partnership/collegiality and the intrinsic category of challenge/autonomy. These findings were consistent with Herzberg's Dual Factor Theory of Job Satisfaction. The outcomes of this study will serve as a foundation for designing effective human health resource retention and recruitment strategies that will assist in enhancing the implementation and the successful preservation of the NP's role.

  2. Modification of the Assessment of Life Habits (LIFE-Hm) to consider personalized satisfaction with participation in activities and roles: results from a construct validity study with older adults. (United States)

    Roy-Bouthot, Kathleen; Filiatrault, Patrick; Caron, Cyndi; Gagnon, Maxime; Prémont, Stéphanie; Levasseur, Mélanie


    Participation, defined as a person's involvement in activities and roles, is a primary intervention goal in rehabilitation. To achieve client-centered practice, rehabilitation professionals need to go beyond objective accomplishment criteria and consider satisfaction with and the importance of participation in activities and roles. To our knowledge, no instrument considers accomplishment, satisfaction and importance of activities and roles, and allows numerical scoring and comparison. The objectives of this study were to modify the Assessment of Life Habits questionnaire (LIFE-Hm) to consider personalized satisfaction (satisfaction weighted by importance) with participation in activities and roles, and to: (1) examine its convergent validity with quality of life (QOL) and (2) compare the associations between QOL on the one hand and, satisfaction (LIFE-H) and personalized satisfaction (LIFE-Hm) with participation on the other. A descriptive cross-sectional study was conducted with 84 older adults, average age 76 years, with different functional autonomy levels. Quality of life was associated with personalized satisfaction for all categories of activities and roles (r = 0.45 to 0.75; p study found good construct validity of the LIFE-Hm with QOL. Personalization can add value in achieving client-centered practice. Implications for Rehabilitation The LIFE-Hm becomes the first instrument available in English and French that allows comparison between individuals and informs rehabilitation professionals about the level of accomplishment, satisfaction and personalized satisfaction with participation in activities and roles. Personalized satisfaction can add value in achieving client-centered practice as it considers not only how satisfying activities and roles are for the person, but also the importance that these activities and roles have for her/him. The LIFE-Hm offers the advantage of systematically identifying activities and roles which are not satisfactory but

  3. Weight and body mass index among female contraceptive clients. (United States)

    Kohn, Julia E; Lopez, Priscilla M; Simons, Hannah R


    As obesity may affect the efficacy of some contraceptives, we examined weight, body mass index (BMI) and prevalence of obesity among female contraceptive clients at 231 U.S. health centers. A secondary aim was to analyze differences in contraceptive method use by obesity status. Cross-sectional study using de-identified electronic health record data from family planning centers. We analyzed contraceptive visits made by 147,336 females aged 15-44 years in 2013. A total of 46.1% of clients had BMI ≥25. Mean body weight was 154.4 lb (S.D.=41.9); mean BMI was 26.1 (S.D.=6.6). A total of 40% had BMI ≥26, when levonorgestrel emergency contraception may become less effective. Obese clients had higher odds of using a tier 1 or tier 3 contraceptive method and had lower odds of using a tier 2 or hormonal method than non-obese clients. About half of contraceptive clients would be categorized as overweight or obese. Contraceptive method choices differed by obesity status. About half of contraceptive clients in this study population were overweight or obese. Contraceptive method choices differed by obesity status. All women - regardless of body size - should receive unbiased, evidence-based counseling on the full range of contraceptive options so that they can make informed choices. Copyright © 2015 Elsevier Inc. All rights reserved.

  4. Client capital as a source of enterprise cost

    Directory of Open Access Journals (Sweden)

    Verba Veronika A.


    Full Text Available The article presents the authors’ vision of the essence of the client capital and its influence upon the enterprise cost. The goal of the article is explanation of the role of the client capital in the process of enterprise capitalisation with the help of the business cost capitalisation model: investments into assets – cash flow generation – enterprise capitalisation. The result of the study is the authors’ position regarding the essence and structuring the client capital, which gives a possibility to detect financial and managerial instruments of capitalisation of the client capital. The conducted analysis of dynamics of financial parameters of the world leaders of IT industry, car building, clothes manufacture and beverages production allows detection of interconnection of the enterprise cost with the volume of assets and profit and identification of influence of the client capital upon capitalisation of enterprises of various spheres of activity. The article develops a model of capitalisation of the client capital on the basis of detection of cash flows, caused by formation of enterprises of B2C and B2B types.

  5. The ARAC client system: network-based access to ARAC

    International Nuclear Information System (INIS)

    Leach, M J; Sumikawa, D; Webster, C


    The ARAC Client System allows users (such as emergency managers and first responders) with commonly available desktop and laptop computers to utilize the central ARAC system over the Internet or any other communications link using Internet protocols. Providing cost-effective fast access to the central ARAC system greatly expands the availability of the ARAC capability. The ARAC Client system consists of (1) local client applications running on the remote user's computer, and (2) ''site servers'' that provide secure access to selected central ARAC system capabilities and run on a scalable number of dedicated workstations residing at the central facility. The remote client applications allow users to describe a real or potential them-bio event, electronically sends this information to the central ARAC system which performs model calculations, and quickly receive and visualize the resulting graphical products. The site servers will support simultaneous access to ARAC capabilities by multiple users. The ARAC Client system is based on object-oriented client/server and distributed computing technologies using CORBA and Java, and consists of a large number of interacting components

  6. Understanding the usage of the Helioviewer Project clients and services (United States)

    Ireland, J.; Zahniy, S.; Mueller, D.; Nicula, B.; Verstringe, F.; Bourgoignie, B.; Buchlin, E.; Alingery, P.


    The Helioviewer Project enables visual exploration of the Sun and the inner heliosphere for everyone, everywhere via intuitive interfaces and novel technology. The project mainly develops two clients, and JHelioviewer, and the server-side capabilities accessed via those clients. Images from many different ground and space-based sources are currently available from multiple servers. Solar and heliospheric feature and event information, magnetic field extrapolations and important time-series can also be browsed and visualized using Helioviewer Project clients. Users of the Helioviewer Project have made over two million movies and many millions of screenshots since detailed (and anonymous) logging of Helioviewer Project usage was implemented in February 2011. These usage logs are analyzed to give a detailed breakdown on user interaction with solar and heliospheric data via Helioviewer Project clients and services. We present summary statistics on how our users are using our clients and services, which data they are interested in, and how they choose to interact with different data sources. At the poster presentation we will also be soliciting ideas from the community to improve our clients and services.

  7. Maturidade e Sucesso em Projetos sob a Perspectiva do Binômio Fornecedor e ClienteMaturity and Success in Projects from the Perspective if the Supplier and Customer BinomialMadurez y Éxito en Proyectos desde la Perspectiva del Binomio Proveedor y Cliente

    Directory of Open Access Journals (Sweden)



    maturity duet. To understand how tuned is this duet of maturity in information technology project management this work presents the results of a research in which 13 projects were analyzed, involving 5 companies under the binomial supplier - customer. The multiple cases study approach was chosen to obtain the assessment of the project management maturity considering the both internal factors (cost, time and performance and external factors of success (utility, satisfaction and effectiveness. As a result it was possible to verify that the greater the supplier maturity, the greater the success perception in internal factors, and the greater the customer maturity, the greater the success perception in external factors.RESUMENUna de las preocupaciones que aumentó el interés de investigadores y los profesionales de gestión en las empresas es la efectiva relación que existe en el binomio proveedor – cliente. El secreto del éxito parece estar en los resultados de los proyectos desarrollados en esta vía de dos manos. Así, cuanto más éxito tengan los proyectos que por ella transitan, en teoría, mejor será la relación entre las partes. No obstante, saber la exacta capacidad de ambas partes para gestionar proyectos es un desafío que puede ayudar a elucidar este fenómeno – caracterizado como una especie de dueto de la madurez. Para entender cómo y cuánto este dueto es afinado, este trabajo presenta el resultado de una investigación en la que se analizaron 13 proyectos, de 5 empresas, comprometidas con el ámbito del binomio proveedor – cliente. El estudio de múltiples casos fue la opción escogida para obtener una evaluación de la madurez de las empresas en la gestión de proyectos del referido binomio, se consideraron los factores internos de éxito (costo, plazo y rentabilidad y también los factores externos (utilidad, satisfacción y eficacia. Fue posible comprobar que, cuanto mayor era la madurez del proveedor, mayor era la percepción de éxito en los

  8. Client interpersonal impacts as mediators of long-term outcome in cognitive-behavioral therapy integrated with motivational interviewing for generalized anxiety disorder. (United States)

    Constantino, Michael J; Romano, Felicia M; Coyne, Alice E; Westra, Henny A; Antony, Martin M


    A recent trial of generalized anxiety disorder treatment (Westra, H. A., Constantino, M. J., & Antony, M. M. (2016). Integrating Motivational Interviewing With Cognitive-Behavioral Therapy for Severe Generalized Anxiety Disorder: An Allegiance-Controlled Randomized Clinical Trial. Journal of Consulting and Clinical Psychology, 84, 768-782. doi: 10.1037/ccp0000098 ) revealed that cognitive-behavioral therapy (CBT) integrated with motivational interviewing (MI) outperformed CBT alone across a 12-month follow up. The present study examined whether this treatment effect was mediated by MI-CBT clients engaging over time in during-session interpersonal behaviors reflecting more friendly dominance, or agentic actions, and less friendly submissiveness (FS), or trustingly compliant actions both theory-specific MI mechanisms. Clients received 15 sessions of MI-CBT (n = 42) or CBT alone (n = 43). Therapists rated client interpersonal behavior following five sessions, and clients rated their worry at baseline, each session, and 6- and 12-month follow up. Mediator and outcome variables were derived from multilevel models. Mediation was tested using a bootstrapping procedure. There was a significant indirect effect for FS. As expected, CBT clients evidenced greater increases in FS than MI-CBT clients, which in turn, though unexpectedly, related to lower 12-month worry. However, long-term CBT outcomes remained inferior to MI-CBT outcomes even with CBT clients'greater increase in FS. Results suggest that CBT outcomes are more positive when clients trustingly comply; however, MI-CBT remained superior, but for as yet unexplained reasons. Clinical or methodological significance of this article: The findings highlight the clinical importance of GAD clients becoming more friendly dominant in the therapy relationship irrespective of whether they received CBT or integrative MI-CBT. Moreover, it seems clinically indicated to incorporate MI spirit and techniques into CBT when

  9. Análisis matricial de la voz del cliente: QFD aplicado a la gestión sanitaria Matrix analysis of the client's voice: QFD applied to healthcare management

    Directory of Open Access Journals (Sweden)

    Susana Lorenzo


    Full Text Available Objetivo: Aplicar la metodología Quality Function Deployment (QFD para identificar los requerimientos y necesidades de los clientes mediante la relación de las reclamaciones con las dimensiones del cuestionario de calidad percibida utilizado en el centro. Ámbito: Hospital del Servicio Madrileño de Salud. Métodos: Análisis matricial basado en el modelo QFD mediante la utilización como herramientas de las encuestas realizadas con el cuestionario Servqhos (1998-2002 y una muestra de 363 reclamaciones correspondientes a 2002. La muestra de reclamaciones fue seleccionada mediante la aplicación de un muestreo no probabilístico. Resultados: La metodología QFD ha resultado de gran utilidad: permitió relacionar las reclamaciones y los resultados del cuestionario de calidad percibida e identificar los atributos con una mayor influencia en el nivel de satisfacción del paciente. Asimismo, ha permitido identificar áreas de mejora para orientar nuestra estrategia hacia los requisitos del cliente.Objective: To apply quality function deployment (QFD methodology to identify clients' needs by relating complaints with perceived quality domains. Setting: A hospital within the Public Health Service of Madrid. Methods: Matrix analysis based on the QFD model was performed, using the surveys (1998-2002 conducted in the hospital with the Servqhos questionnaire and a sample of 363 complaints made in 2002. The complaints analyzed were selected using a non-probabilistic sampling method. Results: QFD methodology was highly useful, allowing complaints to be related to the results of a perceived quality questionnaire and identification of the attributes with the greatest influence on patient satisfaction. It also allowed us to identify areas for improvement according to clients' needs.

  10. Work and Family: Satisfaction, Stress, and Spousal Support. (United States)

    Phillips-Miller, Dianne L.; Campbell, N. Jo; Morrison, Charles R.


    Married veterinarians were surveyed about work satisfaction, work-related stress, marital-family stress, and spousal support for their career. Female veterinarians reported greater effect of martial/family stress on career and less perceived support than did their male counterparts. Areas of greatest work dissatisfaction for both genders were…

  11. Instructor Attitudes toward Students: Job Satisfaction and Student Outcomes (United States)

    Wilson, Janie H.


    The relational teaching approach suggests that instructors should develop positive relationships with students, with benefits including greater job satisfaction. One way to build positive relationships with students involves exhibiting immediacy behaviors. The author examined relationships among professors' attitudes toward students, immediacy…

  12. Comparison of different methods for eliciting exercise-to-music for clients with Alzheimer's disease. (United States)

    Cevasco, Andrea M; Grant, Roy E


    Many of the noted problems associated with Alzheimer's disease (AD) sometimes can be delayed, retarded, or even reversed with proper exercise and interaction with the environment. An overwhelming body of research efforts has revealed that music activity brings about the greatest degree of responsiveness, including exercise, in clients with AD; yet, specific techniques which elicit the greatest amount of physical responses during the music activities remain unidentified. The purpose of this study was two-fold: comparing two methods of intervention and comparing responses to vocal versus instrumental music during exercise and exercise with instruments. In Experiment 1 the authors compared 2 treatment conditions to facilitate exercise during music activities: (a) verbalizing the movement for each task once, one beat before commencing, followed by visual cueing for the remainder of the task; (b) verbal and visual cueing for each revolution or change in rhythm for the duration of the task. Data collection over 38 sessions consisted of recording the participation of each client at 30-second intervals for the duration of each treatment condition, indicating at each interval whether the client was participating in the designated movement (difficult), participating in exercise approximating the designated movement (easy), or not participating. Results indicated that the continuous verbal cueing/easy treatment elicited significantly greater participation than one verbal cue/difficult treatment, p music, vocal versus instrumental, during types of activities, exercise with and without instruments, were examined. Data were collected over 26 sessions, 52 activities, in the same 2 assisted living facilities as those in Experiment 1, but one year later Results indicated that both the type of activity and the type of music had some effect on participation. Also, data indicated participation in exercise to instrumental music was significantly greater than exercise with instruments

  13. Maximising health literacy and client recall of clinical information: An exploratory study of clients and speech-language pathologists

    Directory of Open Access Journals (Sweden)

    Friderike Schmidt von Wûhlisch


    Full Text Available Limited research has been carried out in the field of speech-language pathology with regard to ways of maximising health literacy and client recall. However, speech-language pathologists (SLPs frequently provide vast amounts of information that clients need to understand, apply and review in order to manage their (or their child’s health. This exploratory study aimed to contribute information about ways in which SLPs can overcome low health literacy and poor client recall so that treatment effectiveness is improved. A case-study design was used with specific focus on four clients receiving treatment for dysphagia, voice disorders (including laryngectomies and cleft lip and/or palate management in Cape Town. Strategies which may be able to maximise health literacy and client recall of clinical information were trialled and evaluated by clients and their SLPs, using semi-structured interviews. The researchers proposed a combination of high-tech strategies which assisted in all the cases. No single solution or universal tool was found that would be appropriate for all. There is a need to evaluate the long-term effectiveness of the combined strategies across a wider population, at different stages of rehabilitation and in diverse contexts. Implications and suggestions for future related research are presented.

  14. Measuring satisfaction with public services


    Senior, Nicki


    This study used the 'delivery paradox' (Blaug et al. 2006, p.6) as a catalyst to examine customer satisfaction with the public services. The 'delivery paradox' exists where the rise in the level of delivery improvements does not elicit a corresponding rise in public satisfaction with services (ibid). Expectancy Disconfirmation Theory underpins the measurement of customer satisfaction. However, a review of the literature by MORl (2002) concluded that whilst expectations are known to be shaped ...

  15. Life Satisfaction in Old Age


    BRDIČKOVÁ, Monika


    The paper describes life satisfaction in old age. The theoretical part defines negative and positive aspects of old age, and further describes cognitive and emotional changes. The main content of the theoretical part is focused on life satisfaction, purposfulness and self-conception of seniors. The practical part includes qualitative research, which survays life satisfaction of seniors, directed on four dimensions of human life: self-conception, purpose of life, family and social relations. T...

  16. Nurses Caring and Patient’s Satisfaction at Internal Medicine Unit of Dr. Soetomo Hospital, Surabaya

    Directory of Open Access Journals (Sweden)

    Nur Hasanah


    Full Text Available Patient’s satisfaction is crucial for a hospital, and nursing as an integral part of health care in hospitals also determine the level of patient’s satisfaction. At the order of the clinic nurses deal directly with the public as their client. A direct relationship between the nurse and the client need a behaviour that can be accepted by the whole society. Caring as one of the basic values of nursing, is a phenomenon that affects the way to think, feel and relate to others. This study aimed to analyze the relationship between the nurses caring with patient’s satisfaction by using cross sectional design. Population of this study was patients who were treated in Internal Medicine Unit of Dr. Soetomo Hospital in November 2015. The sample size was 75 people, who were selected  by simple random sampling technique. Data collection was done by filling out the questionnaire, then anayzed by using Chi-square test. Results showed 57.33% of the patients gave judgment of satisfactory to nurse caring behaviour and 42.67% gave a good assessment. 62.67% of the patients said they were satisfied with the caring services. There was a significant relationship between nurses caring with patient satisfaction.

  17. Work Overload and Turnover Intention of Junior Auditors in Greater Jakarta, Indonesia


    Andika Pradana; Imam Salehudin


    This paper aims to analyze how work overload influences turnover intentions of newly hired junior auditors in public accounting offices. Job satisfaction, work related stress and work life conflicts are used as mediating variables between work overload and turnover intention. This study employed 141 auditors from several accounting firms operating in the Greater Jakarta region. The sample was selected using purposive sampling. Three mediation hypotheses were tested using Structural Equation M...

  18. Relationship between the domains of the Multidimensional Students' Life Satisfaction Scale, satisfaction with food-related life and happiness in university students. (United States)

    Schnettler, Berta; Orellana, Ligia; Lobos, Germán; Miranda, Horacio; Sepúlveda, José; Etchebarne, Soledad; Mora, Marcos; Adasme-Berríos, Cristian; Grunert, Klaus G


    To characterize types of university students based on satisfaction with life domains that affect eating habits, satisfaction with food-related life and subjective happiness. A questionnaire was applied to a nonrandom sample of 305 students of both genders in five universities in Chile. The questionnaire included the abbreviated Multidimensional Student's Life Satisfaction Scale (MSLSS), Satisfaction with Food-related Life Scale (SWFL) and the Subjective Happiness Scale (SHS). Eating habits, frequency of food consumption in and outside the place of residence, approximate height and weight and sociodemographic variables were measured. Using factor analysis, the five-domain structure of the MSLSS was confirmed with 26 of the 30 items of the abbreviated version: Family, Friends, Self, Environment and University. Using cluster analysis four types of students were distinguished that differ significantly in the MSLSS global and domain scores, SWFL and SHS scores, gender, ownership of a food allowance card funded by the Chilean government, importance attributed to food for well-being and socioeconomic status. Higher levels of life satisfaction and happiness are associated with greater satisfaction with food-related life. Other major life domains that affect students' subjective well-being are Family, Friends, University and Self. Greater satisfaction in some domains may counterbalance the lower satisfaction in others. Copyright AULA MEDICA EDICIONES 2014. Published by AULA MEDICA. All rights reserved.

  19. Impact of the Japanese 5S management method on patients' and caretakers' satisfaction: a quasi-experimental study in Senegal. (United States)

    Kanamori, Shogo; Castro, Marcia C; Sow, Seydou; Matsuno, Rui; Cissokho, Alioune; Jimba, Masamine


    The 5S method is a lean management tool for workplace organization, with 5S being an abbreviation for five Japanese words that translate to English as Sort, Set in Order, Shine, Standardize, and Sustain. In Senegal, the 5S intervention program was implemented in 10 health centers in two regions between 2011 and 2014. To identify the impact of the 5S intervention program on the satisfaction of clients (patients and caretakers) who visited the health centers. A standardized 5S intervention protocol was implemented in the health centers using a quasi-experimental separate pre-post samples design (four intervention and three control health facilities). A questionnaire with 10 five-point Likert items was used to measure client satisfaction. Linear regression analysis was conducted to identify the intervention's effect on the client satisfaction scores, represented by an equally weighted average of the 10 Likert items (Cronbach's alpha=0.83). Additional regression analyses were conducted to identify the intervention's effect on the scores of each Likert item. Backward stepwise linear regression ( n= 1,928) indicated a statistically significant effect of the 5S intervention, represented by an increase of 0.19 points in the client satisfaction scores in the intervention group, 6 to 8 months after the intervention ( p= 0.014). Additional regression analyses showed significant score increases of 0.44 ( p= 0.002), 0.14 ( p= 0.002), 0.06 ( p= 0.019), and 0.17 ( p= 0.044) points on four items, which, respectively were healthcare staff members' communication, explanations about illnesses or cases, and consultation duration, and clients' overall satisfaction. The 5S has the potential to improve client satisfaction at resource-poor health facilities and could therefore be recommended as a strategic option for improving the quality of healthcare service in low- and middle-income countries. To explore more effective intervention modalities, further studies need to address the

  20. Retirement Applicant Satisfaction Survey Results (United States)

    Social Security Administration — This dataset contains information about the Retirement Applicant Survey (RAS). The survey measured satisfaction results with the retirement application process. The...

  1. Patient satisfaction with cataract surgery

    Directory of Open Access Journals (Sweden)

    Wasfi Ehab I


    Full Text Available Abstract Introduction Measuring the patient satisfaction is a very important issue that will help very much in improving the service provided to patients and improve the level of satisfaction. Aim To evaluate patient satisfaction with the cataract surgery service and identify any areas for improvement, determination of patient satisfaction with referral, out-patient consultation, pre-assessment clinic, surgery and post-operative care, also to report patients' comments relating to improvement in service provision. Methodology A retrospective study was undertaken for 150 patients underwent cataract surgery at Barrow General Hospital, UK, the survey sample was by postal questionnaires. We collected our data from the theatre lists for a period of 4 month. Results This study included 150 patients; the response rate was (72% 108 patients, Most patients were referred from their general practitioner 86.1%, 93 (86.1% patients were happy with the time interval from seeing their GP to eye clinic. In the eye out patient department many factors significantly affected the level of patient satisfaction, in general the more information provided for the patient the more the satisfaction. Conclusion Patient satisfaction is on important health outcome old understanding both the domains of satisfaction as well as their relative importance to patients is necessary to improve the overall quality of patient care. Meeting the doctor, presenting all relevant information and giving printed information are very important factors in improving the patient's satisfaction with cataract surgery.

  2. Healthcare workers satisfaction and patient satisfaction – where is the linkage?


    Janicijevic, I; Seke, K; Djokovic, A; Filipovic, T


    Background: This study aims to assess at what level healthcare worker satisfaction affects patient satisfaction, as well as which elements of healthcare worker satisfaction affect health service quality and patient satisfaction.

  3. Clients' outcomes of home health nursing in Taiwan. (United States)

    Yeh, L; Wen, M J


    The home health nursing movement is expanding rapidly. Home health nursing agencies (HHNAs) are expected to demonstrate that the care provided does make a difference for the client receiving the services. The purpose of this study was to explore client outcomes from home health nursing. Outcome indicators include: Services utilized (emergency services, re-hospitalization), physiological status (catheter indwelling status, consciousness level, wound severity-number and wound stages) and functional status (reflected by Barthel Index). A prospective research design was used to collect the results. Five hospital-based HHNAs were invited to participate in this research. Clients newly admitted to HHNAs and diagnosed as non-cancer patients were recruited, and the researchers gathered outcome indicators over a six-month period. Data were analyzed using SPSS 8.0 computer software. There were 75 clients in this study. Results showed that most of the clients (64.0%) received service for more than 180 days. The client characteristics were dominated by elderly (66.6% age above 70), female (53.3%) and married (74.7%). The three leading care needs were NG tubing service (84.0%), Foley tubing service (45.3%) and wound care (38.7%). The Kruscal Wallis Test revealed that there was no difference in emergency service frequency and re-hospitalization between clients who received service for more than 180 days and those who received service for less than 180 days. The Wilcoxon Sign rank test showed that within one half-year, catheter indwelling status, functional status, and wound severity were not significantly different, with the exception only of conscious level (p = .001). The results of this study can be viewed as preliminary data to assist in shaping home health nursing services in Taiwan.

  4. Coerced addiction treatment: Client perspectives and the implications of their neglect

    Directory of Open Access Journals (Sweden)

    Urbanoski Karen A


    Full Text Available Abstract Recent work has criticized the evidence base for the effectiveness of addiction treatment under social controls and coercion, suggesting that the development of sound policies and treatment practices has been hampered by numerous limitations of the research conducted to date. Implicit assumptions of the effectiveness of coerced treatment are evident in the organization and evolution of treatment, legal, and social service systems, as well as in related legislative practices. This review builds upon previous work by focusing in greater detail on the potential value of incorporating client perspectives on coercion and the implications for interpreting and applying existing research findings. Reviewing the existing empirical and theoretical literature, a case is made for greater accuracy in representing coercive experiences and events in research, so as to better align the measured concepts with actual processes of treatment entry and admission. Attention is given to studies of the effectiveness of treatment under social controls or pressures, the connections to coercion and decision-making, and theoretical perspectives on motivation and behaviour change, including Self-Determination Theory in particular. This synthesis of the available research on coerced addiction treatment suggests that it remains largely unclear to what extent many of the commonly employed methods for getting people into treatment may be detrimental to the treatment process and longer-term outcomes. The impact of coercion upon individual clients, treatment systems, and population health has not been adequately dealt with by addiction researchers to date.

  5. Validation of satisfaction questionnaire for outpatient neurology ...

    African Journals Online (AJOL)

    Background: Patient satisfaction questionnaires are the commonly used patient satisfaction measure, and may be global or multidimensional in focus. Global patient satisfaction consists of overall patient satisfaction while multidimensional patient satisfaction has multiple items focusing on different dimensions of the ...

  6. The Contribution of the Counselor-Client Working Alliance to Career Exploration (United States)

    Elad-Strenger, Julia; Littman-Ovadia, Hadassah


    This longitudinal study examines the effects of Israeli counselors' and clients' ratings of their working alliance on clients' career exploration (CE), using a sample of 94 three-session career counseling processes. Results reveal that both clients' and counselors' working alliance ratings increased over time; yet, clients' ratings remained…

  7. 34 CFR 370.1 - What is the Client Assistance Program (CAP)? (United States)


    ... 34 Education 2 2010-07-01 2010-07-01 false What is the Client Assistance Program (CAP)? 370.1... § 370.1 What is the Client Assistance Program (CAP)? The purpose of this program is to establish and carry out CAPs that— (a) Advise and inform clients and client applicants of all services and benefits...

  8. Meeting the Needs of Clients with Dissociative Identity Disorder: Considerations for Psychotherapy (United States)

    Ringrose, Jo L.


    Psychotherapy for clients with Dissociative Identity Disorder (DID) is different to therapy with most clients because these clients are multiple, comprising one or more host, and one or more alter personalities. The necessary components to be addressed in order that clients can live successfully either as a multiple or as an integrated person are…

  9. 34 CFR 377.31 - What information must a grantee provide to eligible clients? (United States)


    ... clients? 377.31 Section 377.31 Education Regulations of the Offices of the Department of Education... PROJECTS TO INCREASE CLIENT CHOICE PROGRAM What Post-Award Conditions Must Be Met by a Grantee? § 377.31 What information must a grantee provide to eligible clients? Each grantee shall advise all clients and...

  10. 37 CFR 10.57 - Preservation of confidences and secrets of a client. (United States)


    ... and secrets of a client. 10.57 Section 10.57 Patents, Trademarks, and Copyrights UNITED STATES PATENT... confidences and secrets of a client. (a) “Confidence” refers to information protected by the attorney-client or agent-client privilege under applicable law. “Secret” refers to other information gained in the...

  11. 17 CFR 275.206(3)-2 - Agency cross transactions for advisory clients. (United States)


    ... advisory clients. 275.206(3)-2 Section 275.206(3)-2 Commodity and Securities Exchanges SECURITIES AND... Agency cross transactions for advisory clients. (a) An investment adviser, or a person registered as a... advisory client, if: (1) The advisory client has executed a written consent prospectively authorizing the...

  12. 49 CFR 1103.15 - The practitioner's duty to clients, generally. (United States)


    ... 49 Transportation 8 2010-10-01 2010-10-01 false The practitioner's duty to clients, generally... Practitioner's Duties and Responsibilities Toward A Client § 1103.15 The practitioner's duty to clients... all clients to observe the statutory law to the best of his knowledge or as interpreted by competent...

  13. 37 CFR 10.68 - Avoiding influence by others than the client. (United States)


    ... than the client. 10.68 Section 10.68 Patents, Trademarks, and Copyrights UNITED STATES PATENT AND... the client. (a) Except with the consent of the practitioner's client after full disclosure, a practitioner shall not: (1) Accept compensation from one other than the practitioner's client for the...

  14. 37 CFR 10.112 - Preserving identity of funds and property of client. (United States)


    ... and property of client. 10.112 Section 10.112 Patents, Trademarks, and Copyrights UNITED STATES PATENT... funds and property of client. (a) All funds of clients paid to a practitioner or a practitioner's firm... therein. (2) Funds belonging in part to a client and in part presently or potentially to the practitioner...

  15. 34 CFR 377.1 - What is the Demonstration Projects to Increase Client Choice Program? (United States)


    ... 34 Education 2 2010-07-01 2010-07-01 false What is the Demonstration Projects to Increase Client... PROJECTS TO INCREASE CLIENT CHOICE PROGRAM General § 377.1 What is the Demonstration Projects to Increase Client Choice Program? The Demonstration Projects to Increase Client Choice Program is designed to...

  16. 45 CFR 1621.4 - Complaints by clients about manner or quality of legal assistance. (United States)


    ... 45 Public Welfare 4 2010-10-01 2010-10-01 false Complaints by clients about manner or quality of...) LEGAL SERVICES CORPORATION CLIENT GRIEVANCE PROCEDURES § 1621.4 Complaints by clients about manner or... clients about the manner or quality of legal assistance that has been rendered by the recipient to the...

  17. 49 CFR 1103.19 - Advising upon the merits of a client's cause. (United States)


    ... 49 Transportation 8 2010-10-01 2010-10-01 false Advising upon the merits of a client's cause. 1103... Practitioner's Duties and Responsibilities Toward A Client § 1103.19 Advising upon the merits of a client's cause. A practitioner shall try to obtain full knowledge of his client's cause before advising thereon...

  18. 32 CFR 776.32 - Department of the Navy as client. (United States)


    ... 32 National Defense 5 2010-07-01 2010-07-01 false Department of the Navy as client. 776.32 Section... Rules of Professional Conduct § 776.32 Department of the Navy as client. (a) Department of Navy as client: (1) Except when representing an individual client pursuant to paragraph (a)(6) of this section, a...

  19. 77 FR 17367 - Permissible Sharing of Client Records by Customs Brokers (United States)


    ...-0038] RIN 1651-AA80 Permissible Sharing of Client Records by Customs Brokers AGENCY: U.S. Customs and... would allow brokers, upon the client's consent in a written authorization, to share client information... services to the broker's clients. Although the proposed rule was prepared in response to a request from a...

  20. 37 CFR 10.65 - Limiting business relations with a client. (United States)


    ... with a client. 10.65 Section 10.65 Patents, Trademarks, and Copyrights UNITED STATES PATENT AND... a client. A practitioner shall not enter into a business transaction with a client if they have differing interests therein and if the client expects the practitioner to exercise professional judgment...