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Article
Publication date: 29 September 2023

Francesca Horne, Diane Bailey and Maggie Kenney

Despite continuing workforce challenges over the last decade, the social care system is considered a key enabler in keeping older people out of hospital. In response to the…

Abstract

Purpose

Despite continuing workforce challenges over the last decade, the social care system is considered a key enabler in keeping older people out of hospital. In response to the workforce challenges, White Paper was released, which acknowledged the opportunities afforded by digital technology to assist older people ageing at home, often supported by informal caregivers. Given the policy emphasis on digital-enabled care, the most appropriate methods for evaluating its impact on social care outcomes have yet to be determined. The purpose this study was to review the current literature using a systematic approach to understand the methodological limitations to inform more robust evaluations in their use in future research.

Design/methodology/approach

This scoping review used a systematic approach adopting the framework of Arksey and O’Malley to examine studies examining the adoption of digital technologies to assist in older people’s ability to age in place.

Findings

The 21 relevant studies identified on digital technology to assist ageing-in-place are evolving. To date, it has focused on the efficacy and usability of the digital technologies themselves rather than investigating the impact of such technologies on re/enablement outcomes for older people. To rebalance this emphasis, there needs to be more research investigating the factors that enhance useability of digital technologies by older people and exploiting narrative data gained from qualitative research as they can provide valuable insights.

Originality/value

To the best of the authors’ knowledge, this is the first scoping review to consider qualitative methodological approaches for exploring ageing in place.

Details

Working with Older People, vol. 27 no. 4
Type: Research Article
ISSN: 1366-3666

Keywords

Article
Publication date: 1 October 1994

Diane Bailey

Examines methods of protecting organization from being bullied bycustomers who take customer service too far, the main aim being tominimize any damage and unpleasantness. Several…

1082

Abstract

Examines methods of protecting organization from being bullied by customers who take customer service too far, the main aim being to minimize any damage and unpleasantness. Several steps are defined – defining what is possible and can be expected, recognizing types of customer, and training staff and managers. Concludes that most importantly, staff must be supported when following company policy.

Details

Managing Service Quality: An International Journal, vol. 4 no. 5
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 December 1994

Diane Bailey

Identifies ways in which customer satisfaction may be eroded andoutlines how staff and managers can be prepared to deal effectively withcustomer complaints. Suggests a ten‐stage…

2497

Abstract

Identifies ways in which customer satisfaction may be eroded and outlines how staff and managers can be prepared to deal effectively with customer complaints. Suggests a ten‐stage approach for front‐line staff who may need to deal with customer’s complaints.

Details

Managing Service Quality: An International Journal, vol. 4 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 January 1990

Diane Bailey

This article summarises an interesting training situation. Itdescribes how a major express parcels delivery organisation went aboutimproving the public interface of its business…

Abstract

This article summarises an interesting training situation. It describes how a major express parcels delivery organisation went about improving the public interface of its business and how retail skills were introduced to area managers. The training aspects of particular interest centre on the need to clarify at an early stage which retail skills were applicable and acceptable. Interesting results include the early practical environmental improvements which resulted from the first courses.

Details

International Journal of Retail & Distribution Management, vol. 18 no. 1
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 1 August 1983

DIANE BAILEY and TONY DIXON

The Youth Training Scheme is a bold experiment in providing the bridge from school to work. It contains many innovations such as the managing agent concept. No pilot project this…

Abstract

The Youth Training Scheme is a bold experiment in providing the bridge from school to work. It contains many innovations such as the managing agent concept. No pilot project this: in its scale it is, for an experiment, breath‐taking. And it has been mounted against severe time pressures. Over a full one per cent of the Government's income has gone into it. If it succeeds it will become an important new and permanent feature of national life: if it fails the MSC will sink with it and someone will have to pick up the bits and put something else in its place without undue delay. As it proceeds unpredicted pitfalls and weaknesses appear — as they are sure to do. The stage has just been reached when analysts are beginning to feel confident in identifying these weaknesses. It is important to maintain a public dialogue on the strengths and weaknesses of the system so that, if adaptations are needed or a major overhaul of the system undertaken, these can be brought about quickly.

Details

Industrial and Commercial Training, vol. 15 no. 8
Type: Research Article
ISSN: 0019-7858

Article
Publication date: 1 June 2007

Steve Haswell and Diane Bailey

This paper reports on the evaluation of a scheme to promote service user involvement in the care delivered by a mental health trust. A case study methodology was employed to…

Abstract

This paper reports on the evaluation of a scheme to promote service user involvement in the care delivered by a mental health trust. A case study methodology was employed to describe the particularity of the scheme in context as experienced by service users and staff involved in its delivery. Mixed methods of semi‐structured interviews and focus groups created the opportunity for all stakeholders to engage in action research through a mutual learning process about the scheme in operation with a view to making changes to improve and develop it in the future. The qualitative data collected was content analysed and grouped according to key themes, which included the benefits of the scheme, the conditions for it to work successfully, suggested changes, limitations of the scheme, and service user involvement generally in a hospital setting. The role of service users as both paid scheme co‐ordinators and volunteer representatives highlights the contribution that people who use mental health services can play in influencing service delivery when employed in relevant and appropriate roles within a mental health organisation.

Details

The Journal of Mental Health Training, Education and Practice, vol. 2 no. 1
Type: Research Article
ISSN: 1755-6228

Keywords

Article
Publication date: 1 January 1987

Diane Bailey and Tony Parkinson

In the previous two articles, we explained the background, the steps in design and testing, and discussed in detail the components of the Staff Appraisal Training package and how…

Abstract

In the previous two articles, we explained the background, the steps in design and testing, and discussed in detail the components of the Staff Appraisal Training package and how it is being used in the Civil Service. In this, the last article, we go on to describe the lessons we learned during the life of this fascinating project and to make suggestions about how the material can be used by organisations outside the Civil Service.

Details

Journal of European Industrial Training, vol. 11 no. 1
Type: Research Article
ISSN: 0309-0590

Article
Publication date: 1 May 1986

Diane Bailey and Tony Parkinson

Background Ministers have set the end of 1986 as a deadline for the introduction of a new Staff Appraisal system into the non‐industrial Civil Service. Nearly 600,000 people are…

Abstract

Background Ministers have set the end of 1986 as a deadline for the introduction of a new Staff Appraisal system into the non‐industrial Civil Service. Nearly 600,000 people are affected by this change. The new arrangements, which many departments have already begun to feel the effects of, result from the work of the Reporting System Working Party and the Review of Personnel Work. This was an attempt to pull together the experiences of departments in operating the systems and to try to remedy some of the problem areas identified. These problems included.

Details

Journal of European Industrial Training, vol. 10 no. 5
Type: Research Article
ISSN: 0309-0590

Article
Publication date: 1 August 1986

Diane Bailey and Tony Parkinson

In the first of this series of three articles, we explained the background to the changes in the Civil Service Staff Appraisal System, and the design we adopted for the training…

Abstract

In the first of this series of three articles, we explained the background to the changes in the Civil Service Staff Appraisal System, and the design we adopted for the training package. In addition, the results of the developmental testing of the package were discussed. The article ended at the point where we described how the results of the developmental testing affected the final package.

Details

Journal of European Industrial Training, vol. 10 no. 8
Type: Research Article
ISSN: 0309-0590

Article
Publication date: 1 September 1996

Colin Gell

Abstract

Details

Mental Health Review Journal, vol. 1 no. 3
Type: Research Article
ISSN: 1361-9322

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