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Background Organizational responses to crises can profoundly impact the operations and functioning of programs. Specifically, the COVID-19 pandemic led to an 18% increase in drug overdoses and necessitating significant protocol adjustments. We examined opioid treatment programs (OTPs) responses to the pandemic, and associations with clients' perceptions of COVID-19 concerns and perceptions of effect and overall impact. Methods Data from 2023 encompassing 92 OTPs and 435 client surveys were analyzed using multilevel regression models. Dependent variables measured clients COVID-19 exposure concerns, and perception of the pandemic’s broader impact. Independent variables included types of response, staff composition, funding, and accreditation. Results Clients in programs with higher proportions of African Americans, 1.02 (95% Confidence Interval CI = 1.00—1.03) or Latino staff, 1.03 (CI = 1.01—1.04) expressed significantly greater concern about COVID-19 exposure. Conversely, clients in publicly funded programs reported significantly lower concern about exposure, 0.37 (CI = 0.15—0.90). On the other hand, programs with more administrative responsiveness, 1.44 (CI = 0.07—2.80), or accreditation by the Commission on Accreditation of Rehabilitation Facilities, 1.90 (CI = 0.13—3.67), were associated with significantly higher perceived overall impact of the pandemic, respectively. Conclusion This study highlights the intricate connection between program characteristics and organizational responses during public health crises. Our findings underscore the importance of culturally sensitive approaches and effective communication to address client COVID-19 concerns and perceptions, particularly within disproportionately affected minority communities. These insights emphasize the necessity for OTPs to adapt to meet the evolving needs of clients, ensuring that they receive the support and care required during uncertainties. Highlights • Clients of OTPs with a higher proportion of minority staff reported greater COVID-19 concerns • Publicly funded programs were associated with lower client concerns about exposure • Greater administrative responsiveness was associated with higher perceived effect of COVID-19 • Greater administrative responsiveness was marginally associated with a decline in exposure concerns • Accreditation by CARF was associated with higher perceived effect of COVID-19

Despite practice models of trauma-informed care (TIC) emphasizing relational engagement and emotional attunement as critical to service delivery, the role of individual dispositions in shaping staff perceptions and behavior remains underexplored. This study examined how rejection sensitivity, a construct grounded in attachment theory, defined as a dispositional tendency to anxiously expect and overreact to perceived rejection, may influence staff perceptions of their roles and client relationships in residential mental health agencies implementing TIC. We further explored whether individual and organizational factors, including job satisfaction, prior trauma training, perceived isolation at work, and trauma-related knowledge, contribute to these associations. Regression analyses were conducted on survey data from 155 frontline staff across three agencies testing the associations between rejection sensitivity and two relational outcomes: perceptions of work and of clients. Higher rejection sensitivity was significantly associated with more disengaged perceptions of work and less empathic views of clients, even after controlling for demographic and contextual organizational variables. Job satisfaction and trauma knowledge emerged as domain-specific protective factors, reducing the negative impact of rejection sensitivity. The findings underscore the importance of addressing staff relational dispositions to sustain effective TIC implementation. Enhancing job satisfaction and trauma knowledge may help support staff engagement in trauma-informed practice.

The current study was designed to understand what persons represented by public defenders want from their attorney and how they hope or aspire to interact with their attorney. The results of a thematic analysis of qualitative responses to those inquiries, from 120 people represented by a rural public defender agency, are presented in this article. Though extant literature in this area is scant, the findings here largely echo those prior works: participants articulated a desire for attorneys who effectively communicate, thoroughly investigate, and zealously advocate for them. The data here add nuance, however, to client conceptualizations of those distinct duties, and how clients report they might behave differently with their ideal attorney. Findings also highlight clients' pronounced \"resignation\" (Casper 1970 ) related to systemic deficiencies in public defense and criminal justice systems more broadly, particularly following case disposition-despite overall satisfaction with their individual attorneys. We conclude by discussing implications for practicing attorneys and possible areas of future research.

Background Quality of care is fundamental to universal health coverage. Perceived quality of medical services is one of the most determining factors of modern health care service utilization. Between 5.7 and 8.4 million deaths are attributed to poor-quality care each year in low- and middle-income countries (LMICs), and up to 15% of overall deaths are due to poor quality. For instance, in sub-Saharan Africa (SSA), public health facilities lack basic facilities such as a physical environment. Hence, this study aims to assess the perceived quality of medical services and associated factors at outpatient departments of public hospitals in the Dawro zone, Southern Ethiopia. Methods A facility-based cross-sectional study was conducted on the quality of care among outpatient department attendants of Dawro zone public hospitals from May 23 to June 28, 2021. A total of 420 study participants were included via a convenient sampling technique. An exit interview was used to collect data using a pretested and structured questionnaire. Then it was analyzed using the Statistical Package for Social Science (SPSS) version 25. Both bivariable and multivariable linear regressions were carried out. Significant predictors were reported at p  < 0.05 with a 95% confidence interval. Result with a 100% response rate. The overall perceived quality was 51.15%. Fifty-six percent of study participants rated perceived quality as poor, 9% as average, and 35% of participants rated it as good perceived quality. The highest mean perception result was related to the tangibility (3.17) domain. Waiting time less than one hour (β = 0.729, p  < 0.001), availability of prescribed drugs (β = 0.185, p  < 0.003), having information on diagnoses (illness) (β = 0.114, p  < 0.047), and privacy maintained (β = 0.529, p  < 0.001) were found to be predictors of perceived good quality of care. Conclusion A majority of the study participants rated the perceived quality as poor. Waiting time, availability of prescribed drugs, information on diagnoses (illness), and provision of service with privacy were found to be predictors of client-perceived quality. Tangibility is the predominant and most important domain of client-perceived quality. The regional health bureau and zonal health department should understand the issue and work with hospitals to improve outpatient service quality by providing necessary medication, reducing wait times, and designing job training for health care providers.

Background The Ghana Community-based Health Planning and Services (CHPS) initiative is a national strategy for improving access to primary health care services for underserved communities. Following a successful trial in the North Eastern part of the country, CHPS was adopted as Ghana’s flagship programme for achieving the Universal Health Coverage. Recent empirical evidence suggests, however, that scale-up of CHPS has not necessarily replicated the successes of the pilot study. This study examines the community’s perspective of the performance of CHPS and how the scale up could potentially align with the original experimental study. Method Applying a qualitative research methodology, this study analysed transcripts from 20 focus group discussions (FGDs) in four functional CHPS zones in separate districts of the Northern and Volta Regions of Ghana to understand the community’s assessment of CHPS. The study employed the thematic analysis to explore the content of the CHPS service provision, delivery and how community members feel about the service. In addition, ordinary least regression model was applied in interpreting 126 scores consigned to CHPS by the study respondents. Results Two broad areas of consensus were observed: general favourable and general unfavourable thematic areas. Favourable themes were informed by approval, appreciation, hard work and recognition of excellent services. The unfavourable thematic area was informed by rudeness, extortion, inappropriate and unprofessional behaviour, lack of basic equipment and disappointments. The findings show that mothers of children under the age of five, adolescent girls without children, and community leaders generally expressed favourable perceptions of CHPS while fathers of children under the age of five and adolescent boys without children had unfavourable expressions about the CHPS program. A narrow focus on maternal and child health explains the demographic divide on the perception of CHPS. The study revealed wide disparities in actual CHPS deliverables and community expectations. Conclusions A communication gap between health care providers and community members explains the high and unrealistic expectations of CHPS. Efforts to improve program acceptability and impact should address the need for more general outreach to social networks and men rather than a sole focus on facility-based maternal and child health care.

Background Majority of the maternal and neonatal adverse events take place during the postnatal period. Provision of high-quality care during this period can minimize these events. Assessment of mothers’ perceptions of the quality of care received by them provides valuable feedback to improve the care and ultimately outcomes. Methods A cross sectional survey was conducted in specialized institutions of Colombo district, Sri Lanka, to assess the maternal perceptions of the quality of regular postnatal care and its correlations, using an interviewer administered questionnaire. The questionnaire contained 23 items distributed under three main domains: technical and information domain, interpersonal care domain and ward facilities and cleanliness domain. Each item was given a score from 1 to 5 and total scores were calculated for the total questionnaire and for each domain. Descriptive statistics were used to assess the perceptions and multivariate analysis was conducted to assess the significant correlates of positive perceptions. Results The median score obtained for the questionnaire was 108, (Inter Quartile Range 96–114). The median scores of the technical care and information domain, interpersonal care domain and ward facilities and cleanliness domain were 43 (IQR 38–45), 33 (IQR 30–35) and 32 (IQR 28–35) respectively. Attending teaching/ specialized hospitals (aOR=1.6, p  < 0.001), 20–35 age group (1.8, p  = 0.024), and services such as initiation of breast feeding within 1 h of delivery (2.1, p  = 0.009), pain relief during episiotomy suturing (2.2, p  < 0.001), practicing Kangaroo Mother Care (1.4, p  = 0.035), receiving health advices by doctors or midwives (2.1, p  < 0.001) were significant correlates of positive perceptions. Conclusions Majority of mothers had favourable perceptions of the quality of care received by them. However, the ward facilities and environment domain has obtained lower ratings compared to technical and interpersonal care domains. Several services were significantly associated with favourable perceptions. Authorities should consider these findings when attempting to improve care quality. Further, this assessment should be carried out regularly to obtain more current data.

Introduction Differentiated models of care that include referral of antiretroviral treatment (ART) clients to adherence clubs are an important strategy to help clinics manage increased number of clients living with HIV in resource‐constrained settings. This study reported on (i) clinical outcomes among ART clients attending community‐based adherence clubs and (ii) experiences of adherence clubs and perceptions of factors key to successful adherence club implementation among clients and healthcare workers. Methods A retrospective cohort analysis of routine data and a descriptive analysis of data collected through self‐administered surveys completed by clients and healthcare workers were completed. Clients starting ART at the study clinic, between January 2014 and December 2015, were included in the cohort analysis and followed up until December 2016. The survey data were collected from August to September 2017. The primary outcome for the cohort analysis was a comparison of loss to follow‐up (LTFU) between clients staying in clinic care and those referred to adherence clubs. Survey data reported on client experiences of and healthcare worker perceptions of adherence club care. Results Cohort analysis reported on 465 participants, median baseline CD4 count 374 (IQR: 234 to 532) cells/μl and median follow‐up time 20.7 (IQR 14.1 to 27.7) months. Overall, 202 (43.4%) participants were referred to an adherence club. LTFU was lower in those attending an adherence club (aHR =0.25, 95% CI: 0.11 to 0.56). This finding was confirmed on analysis restricted to those eligible for adherence club referral (aHR =0.28, 95% CI: 0.12 to 0.65). Factors highlighted as associated with successful adherence club implementation included: (i) referral of stable clients to the club, (ii) an ideal club size of ≥20 members, (iii) club services led by a counsellor (iv) using churches or community halls as venues (v) effective communication between all parties, and (vi) timely delivery of prepacked medication. Conclusions This study showed good clinical outcomes, positive patient experiences and healthcare worker perceptions of the adherence club model. Factors associated with successful adherence club implementation, highlighted in this study, can be used to guide implementers in the scale‐up of adherence club services across varied high‐burden settings.

Background: The value of clients’ reports of their experiences in therapy is widely recognized, yet quantitative methodology has rarely been used to measure clients’ self-reported perceptions of what is helpful over a single session. Aims: A video-rating method using was developed to gather data at brief intervals using process measures of client perceived experience and standardized measures of working alliance (Session Rating Scale; SRS). Data were collected over the course of a single video-recorded session of cognitive therapy (Method of Levels Therapy; Carey, 2006; Mansell et al., 2012). We examined the acceptability and feasibility of the methodology and tested the concurrent validity of the measure by utilizing theory-led constructs. Method: Eighteen therapy sessions were video-recorded and clients each rated a 20-minute session of therapy at two-minute intervals using repeated measures. A multi-level analysis was used to test for correlations between perceived levels of helpfulness and client process variables. Results: The design proved to be feasible. Concurrent validity was borne out through high correlations between constructs. A multi-level regression examined the independent contributions of client process variables to client perceived helpfulness. Client perceived control (b = 0.39, 95% CI .05 to 0.73), the ability to talk freely (b = 0.30, SE = 0.11, 95% CI .09 to 0.51) and therapist approach (b = 0.31, SE = 0.14, 95% CI .04 to 0.57) predicted client-rated helpfulness. Conclusions: We identify a feasible and acceptable method for studying continuous measures of helpfulness and their psychological correlates during a single therapy session.

Patient-accessible electronic health records (PAEHRs) are assumed to enhance the quality of care, expressed in terms of safety, effectiveness, timeliness, person centeredness, efficiency, and equity. However, research on the impact of PAEHRs on the perceived quality of care among parents, children, and adolescents is largely lacking. In the Netherlands, a PAEHR (Iuvenelis) was developed for preventive child health care and youth care. Parents and adolescents had access to its full content, could manage appointments, ask questions, and comment on written reports. This study aims to assess whether and how using this PAEHR contributes to perceived quality of care from a client's perspective. We chose a qualitative design with a phenomenological approach to explore how parents and adolescents perceived the impact of using a PAEHR on quality of care. In-depth interviews that simultaneously included 1 to 3 people were conducted in 2021. In total, 20 participants were included in the study, representing parents and adolescents, both sexes, different educational levels, different native countries, and all participating municipalities. Within this group, 7 of 13 (54%) parents had not previously been informed about the existence of a client portal. Their expectations of using the client portal, in relation to quality of care, were discussed after a demonstration of the portal. Parents and adolescents perceived that using Iuvenelis contributed to the quality of care because they felt better informed and more involved in the care process than before the introduction of Iuvenelis. Moreover, they experienced more control over their health data, faster and simpler access to their health information, and found it easier to manage appointments or ask questions at their convenience. Parents from a migratory background, among whom 6 of 7 (86%) had not previously been informed about the portal, expected that portal access would enhance their understanding of and control over their care processes. The parents expressed concerns about equity because parents from a migratory background might have less access to the service. Nevertheless, portal usability was regarded as high. Furthermore, both parents and adolescents saw room for improvement in the broader interdisciplinary use of Iuvenelis and the quality of reporting. Using Iuvenelis can contribute to the client-experienced quality of care, more specifically to perceived person centeredness, timeliness, safety, efficiency, and integration of care. However, some quality aspects, such as equity, still need addressing. In general, client information about the portal needs to be improved, specifically focusing on people in vulnerable circumstances, such as those from migratory backgrounds. In addition, to maximize the potential benefit of using Iuvenelis, stimulating a person-centered attitude among professionals is important. Considering the small number of adolescent participants (n=7), adding quantitative data from a structured survey could strengthen the available evidence.

Background: Immunization prevents over 2-3 million deaths each year worldwide. In India, even though vaccines are offered free of cost at public health facilities the coverage remains low. Limited scrutiny has been conducted at health service and client interface for routine immunization (RI) services, which may have been affecting the acceptance of vaccines. This emphasizes the importance of assessing the level of satisfaction and perceived quality of clients regarding RI services. Objectives: This study aimed to assess the perceived quality and level of overall general satisfaction with RI services of clients. In addition, determine the association of factors influencing clients perceived quality and overall general satisfaction with RI services. Methods: A community-based cross-sectional study was conducted in an urbanized village of Delhi from November 2015 to April 2017. A total of 279 RI visits were covered in the study, and the clients were interviewed at their residence using a pretested tool. Results: The dissatisfaction toward the domains of perceived quality of RI services was reported to be 3.2% for vaccine availability, 9.7% for vaccine information, 3.2% for staff behavior, 6.1% for doctor behavior, and 7.5% for infrastructure. Multivariable-regression analysis indicated that distance to health facility, literacy and age of the client, doctor behavior, staff behavior, and infrastructure had an effect on overall general satisfaction of client toward RI services. Conclusions: The client's perception is multidimensional; improvement in one domain is likely to strengthen the other. By understanding the client's perspective toward quality of RI service, the health-care mangers may improve the level of overall satisfaction.