基于服务蓝图理论的客运站车方服务质量评价研究

为提升客运站自身市场竞争力,改善其对车方的服务质量管理,以车方客户作为提升服务质量管理对象,在服务蓝图理论的基础上,针对性地建立起具有18项评价指标的车方服务质量评价体系,并应用改进的IPA分析法进行服务质量评价与改进研究,指出客运站应在车方行包服务、司乘人员信息服务以及停车位数量与管理等方面进行重点改进。     

Changing Needs and Changing Service Delivery for Long-Term Care in Hong Kong

Summary

Both the need for and delivery of long-term care in Hong Kong are shaped by the interaction of the traditional and modern. Rapid social change is affecting traditional family structures and roles in care of the elderly, resulting in increased demand for formal care, which to date has been provided mainly by way of residential care. This growth of demand will escalate with rapid population aging in coming decades. In response to this burgeoning demand, current planning is seeking to reshape the established service system and tackle problems in service delivery in ways that will address the bias towards residential care and improve quality of care.     

A Disillusioned College Professor

In this article, the author discusses the double-bind situation of being an educator in a college setting, but reluctant to disclose that which could enlighten her social work students the most—at 14 years old she experienced a complete psychotic break (catatonic-type), but completely recovered within a few months and largely without medication. Here the author acknowledges the shameful nature of contemporary controversial issues in mental health some 37 years after her own experience and includes an excerpt from “An Absence of Concern,” a work in progress, to illustrate the dynamic inner processes that remain intact during a break, but largely denied by an ignorant society.     

What Do Social Workers Need to Know About Mental Health Courts?

Abstract

Mental health courts are an emerging strategy to engage mentally ill offenders in treatment and to avoid unnecessary incarceration. These courts began in 1997 based upon the drug court model; there are currently over 70 courts nationwide. These courts are heterogeneous in structure, work with interdisciplinary teams, and seek to engage the consumer in treatment rather than use judicial sanctions. Social workers are integral members of these teams; yet, no research has been published in social work journals on mental health courts. This article explains the background and context of the courts, describes their features, discusses what social workers need to know about mental health courts, and concludes with ideas for how social workers may work effectively with mental health courts.     

The Role of Work on Family Relationships

Abstract

Work and family are two major institutions in society. Family has been considered as an important socializing agent for an individual's growth and development, while work provides the individual opportunities to develop a sense of identity and a self-image. For people with mental illness, work has been recognized as an important tool for facilitating psychiatric rehabilitation. In fact, the work experiences of those with mental illness have an effect on their family relationships, which may in turn affect their mental health. Using an intensive interview method, this article shows that work experiences from sheltered workshops have a significant impact on the family relationships of workers in Hong Kong.     

Developmental Recapitulation in Adaptation to Vision Loss Among Middle-Age and Older Adults

Abstract

Previous research has suggested that a recapitulation of developmental stages occurs during periods of readjustment in situations involving significant contextual or environmental change. The purpose of this paper is to examine if evidence exists for developmental recapitulation among middle-age and older adults adapting to recent vision impairment. Psychosocial development was operationalized in accordance with Erikson's stage theory (Erikson, 1963, 1980) and measured using the Inventory of Psychosocial Balance (Domino & Affonso, 1990). Data were obtained from 99 middle-age and 96 older adult vision rehabilitation service applicants and compared with normative scale data for these age groups. Results found significantly lower Trust, Initiative, Industry, and Intimacy scores for middle-age adults and lower Initiative and Industry scores for older adults. Unexpectedly, middle-age adults who were visually impaired had significantly higher Integrity scores compared to the normative group. Findings provide preliminary evidence for developmental recapitulation of psychosocial stages in the process of adaptation to vision loss in middle age and older adults. Implications of these findings are discussed in terms of social work practice with this population and future research.     

The Impact of a Substance Abuse Disorder on the Well-Being of Family Caregivers of Adults With Mental Illness

ABSTRACT

The impact that substance use has on an individual with mental illness has been documented; however, little is known about the impact that this may have for a family caregiver. Data was collected in a cross sectional study using mailed questionnaires to a convenience sample of family members of persons with mental illness (n = 110). Hierarchical linear regression analysis was used to determine the impact of substance use status upon four measures of well-being within a stress-coping model. The variables within the model were able to account for a significant proportion of the variance in each of the measures: perceptions of burden, depression, anxiety and physical health status (R² = .419 to .202). However, substance use status was not a significant predictor in any of these equations. Symptomatology and a measure of specific social support were the most significant predictors of burden (β = .345, p < .001 and β = .330, p < .001). Perceptions of caregiver burden were found to be the most significant predictor in each of the other three analyses (β = .515, p < .000; β = .511, p < .000; β = ? .571, p < .000). Results of this study suggest that substance use may not be as important as the other predictors included in the model in determining the well-being of family caregivers.     

Family Social Networks and Recovery From Severe Mental Illness of Clubhouse Members

This study examined the contribution of family social network variables to recovery among Clubhouse members. A random sample of 118 members from one Clubhouse was recruited for this cross-sectional study. Among all respondents, greater overall family support and better relationship quality with the most supportive network member were correlated with greater levels of recovery. Clubhouse members perceived higher quantity and quality of support and more criticalness from their most supportive network members, principally family members, compared to the rest of their family members. Longitudinal studies are needed to further investigate the relationship between family support and recovery.     

Assertive Community Treatment as Community Change Intervention

Individuals with severe mental illnesses (SMI) are a vulnerable population, struggling to cope with fragmented and often unwelcoming community service systems. Research has examined Assertive Community Treatment (ACT) as an intervention for SMI individuals, but little research has explored ACT's potential as a community system change intervention. Using focus groups with ACT teams, we explored changes in community service systems as a result of ACT teams' presence. Changes identified included increased understanding of SMI; increased access to services; and increased collaboration across service systems. Processes by which these changes occurred included knowledge communication, negotiation, renaming by association, and ongoing relationships.