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Article
Publication date: 11 July 2016

Kjetil G. Lundberg and Liv Johanne Syltevik

– The purpose of this paper is to provide a sociological analysis of everyday interaction on the physical front line of the Norwegian welfare state.

Abstract

Purpose

The purpose of this paper is to provide a sociological analysis of everyday interaction on the physical front line of the Norwegian welfare state.

Design/methodology/approach

The data are from a short-term ethnographic study in the reception/waiting rooms of three local welfare offices. These are important sites for access to benefits and services. The focus is on the situational and interactional aspects: how do people behave and interact with fellow visitors as well as with front line staff in this institutional context? For the analysis, Goffman’s conceptual framework on behaviour in public places is combined with concepts from a theory of access to welfare benefits.

Findings

The analysis shows how people fill these spaces with different activities, and how they are characterized by a particular type of welfare “officialdom”, boundary work and the handling of welfare stigma. Everyday interaction on the front line gives insights into the tensions in an all-in-one welfare bureaucracy and into the implementation of digitalization. The paper concludes that “old” and “new” tensions are expressed and managed at the front line, and suggests that more attention be paid to the new barriers that are developing.

Originality/value

The study contributes an ethnographic approach to a seldom studied part of welfare administration. The waiting rooms in the Norwegian welfare organization are actualized as a social arena influenced by new trends in public administration: one-stop shops, a new heterogeneity, activation policies and digitalization processes.

Details

Journal of Organizational Ethnography, vol. 5 no. 2
Type: Research Article
ISSN: 2046-6749

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Article
Publication date: 7 April 2015

Mark N. Wexler

The purpose of this paper is to highlight both the contribution and the present need to reconfigure the literature on “queue culture” as a precursor of the sociology of…

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1259

Abstract

Purpose

The purpose of this paper is to highlight both the contribution and the present need to reconfigure the literature on “queue culture” as a precursor of the sociology of waiting.

Design/methodology/approach

The study employs a legal-structural lens in comparing the initial conceptual treatment of the archetypal “waiting line” with the “line” modifying sociology of waiting that results in waiting rooms, number and telephone queues and in the experience of online waiting.

Findings

The initial conception of the culture of the queue understates the importance of three factors: first, the role of third parties in the design, management and inculcation of rules binding those experiencing thick time; second the degree to which communication technology and its attachment to the “mobilities” paradigm has thinned the experience of thick time and lastly the degree to which the increasing commodification of the wait has resulted in the creation of waiting time as a form of pay as you go flexitime.

Social implications

The social construction of waiting and the experience of thick time are shown to be increasingly part of the privatized market experience where queue management innovations not only are commercialized but have strong implications for the egalitarian social assumptions imbedded in the initial queue culture based sociology of waiting. Policy implications support the present pay for use philosophy increasingly applied in the transition from public to private management of space.

Originality/value

The self-policing “fairness” of the waiting line is now open to scrutiny given the proliferation of the newly shaped distributional logics imbedded in the management, design and use of waiting spaces.

Details

International Journal of Sociology and Social Policy, vol. 35 no. 3/4
Type: Research Article
ISSN: 0144-333X

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Article
Publication date: 13 June 2016

Hisahiro Ishijima, Eliudi Eliakimu and Jonathan Mcharo Mshana

The purpose of this paper is to assess causal relations between the implementation of the 5S approach and the reduction of patients’ waiting time at out patient…

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13366

Abstract

Purpose

The purpose of this paper is to assess causal relations between the implementation of the 5S approach and the reduction of patients’ waiting time at out patient departments (OPDs) of hospitals in Tanzania.

Design/methodology/approach

Patients’ waiting time was measured under the cluster randomized control trial (c-RCT). In all, 16 hospitals were chosen and divided into treatment and control groups using block randomization. Before the intervention, a baseline study was conducted at OPDs in all 16 hospitals. After one year of the intervention, the end-line study was carried out in both the groups. A comparison of the average waiting time reduction and Difference-in-Difference (DID) analysis was carried out to see the effect of the 5S approach on the reduction of patients’ waiting time.

Findings

Statistical significance in reduction of patients’ waiting time was seen in the medical records sections (p=0.002) and consultation rooms (p=0.020) in the intervention group. The same trend was also seen using DID analysis (−15.66 min in medical record, −41.90 min in consultation rooms).

Research limitations/implications

This study has the following limitations in terms of the data. The data were collected for only three days at the time of baseline survey, and again for three days at the time of the end-line survey from 16 hospitals. Moreover, piloted areas for the implementation of the 5S approach vary from hospital to hospital. There might be a bias in the measurement of a patient’s waiting time. Caveats are therefore needed in extrapolating the study results to other settings. Despite these caveats, the findings will provide important insights for implementing quality improvement programs in Tanzania and in other African countries for improvement of time factors.

Originality/value

This study used c-RCT, and has proven the effectiveness of the 5S approach in improving the working environment and reducing patients’ waiting time at OPDs in several hospitals at district level in Tanzania.

Details

The TQM Journal, vol. 28 no. 4
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 1 January 1983

R.G.B. Fyffe

This book is a policy proposal aimed at the democratic left. It is concerned with gradual but radical reform of the socio‐economic system. An integrated policy of…

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9491

Abstract

This book is a policy proposal aimed at the democratic left. It is concerned with gradual but radical reform of the socio‐economic system. An integrated policy of industrial and economic democracy, which centres around the establishment of a new sector of employee‐controlled enterprises, is presented. The proposal would retain the mix‐ed economy, but transform it into a much better “mixture”, with increased employee‐power in all sectors. While there is much of enduring value in our liberal western way of life, gross inequalities of wealth and power persist in our society.

Details

International Journal of Sociology and Social Policy, vol. 3 no. 1/2
Type: Research Article
ISSN: 0144-333X

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Article
Publication date: 5 May 2020

Gigi Lam

Hong Kong implements a policy for the aging population involving the core themes of “aging in place as the core,” “institutional care as backup” and “continuum of care.”…

Abstract

Purpose

Hong Kong implements a policy for the aging population involving the core themes of “aging in place as the core,” “institutional care as backup” and “continuum of care.” Encouraging elders to live independently at home is a top priority, and elders who are not able to live at home independently are provided with various residential care services, namely Hostels for the Elderly, Homes for the Aged, Care and Attention (C&A) Homes for the Elderly and Nursing Homes (NHs). The purpose of this paper is to analyze the adoption of the publicly funded model of providing residential care services of elderly in Hong Kong.

Design/methodology/approach

The paper analyzes the current conundrum encountered by elders in residential care services and makes recommendations. A comprehensive literature review was conducted covering relevant government reports, academics' journal papers and nongovernmental organizations’ reports concerning residential care service of elderly from 1965 to present.

Findings

Subsidized residential care homes for the elderly (RCHEs) clearly outperform private RCHEs in terms of space and staff provisions, but the supply of subsidized RCHEs cannot meet the demand. Hence, between 2007 and 2018, the average waiting time was 33 months for NHs and that for C&A homes was 23 months. Several viable measures to meet the demand are purchasing Enhanced Bought Place Schemes (EBPSs) from private RCHEs, subsidizing elders who opt for living in private RCHEs by providing them with Comprehensive Social Security Assistance (CSSA) and residential care service voucher (RCSV) and subsidizing elderly applicants who opt for living in RCHEs in Guangdong. However, these viable measures are problematic because of the inadequate quality of EBPSs and private RCHEs, which is attributed to the costing arrangement of public and private RCHEs that were established in the colonial period. The brief history of RCHEs also indicates a deviation from the original policy aim, namely aging in place, which was introduced in the Green Paper on Services for the Elderly in 1977.

Practical implications

The supply and quality of community and home care services should be thoroughly examined; effective community and home care services can prevent and even delay unnecessary institutionalization. Another complementary solution is to devise a long-term plan for residential care services. To address disparities in quality standards in different RCHEs, adopting the combination of punitive and compliance models such as conducting frequent inspections and implementing an accreditation system for private RCHEs is imperative.

Originality/value

Although the principle of “aging in place” originated in 1977, the institutionalization rate 6.8% of elders was unexpectedly high in Hong Kong and even surpassed the Asian counterparts. It necessities to rethink how to implement policy concerning long-term care services of elders.

Details

Asian Education and Development Studies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2046-3162

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Article
Publication date: 1 September 1996

Kris Siddharthan, Walter J. Jones and James A. Johnson

Investigates the increased waiting time costs imposed on society due to inappropriate use of the emergency department by patients seeking non‐emergency or primary care…

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3386

Abstract

Investigates the increased waiting time costs imposed on society due to inappropriate use of the emergency department by patients seeking non‐emergency or primary care. Proposes a simple economic model to illustrate the effect of this misuse at a public or not‐for‐profit hospital. Provides evidence that non‐emergency patients contribute to lengthy delays in the ER for all classes of patients. Proposes a priority queuing model to reduce average waiting times.

Details

International Journal of Health Care Quality Assurance, vol. 9 no. 5
Type: Research Article
ISSN: 0952-6862

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Book part
Publication date: 1 January 2006

Vicky M. MacLean, Patricia Parker and Melissa Sandefur

The study assesses public health programs to shed light on the experiences of low-income and minority women with children seeking health services. Thirteen focus groups…

Abstract

The study assesses public health programs to shed light on the experiences of low-income and minority women with children seeking health services. Thirteen focus groups were conducted with 111 pregnant women or women with children. Women consumers of public health services experience difficulties accessing health services due to a lack of insurance, information and language barriers about programs and eligibility, a shortage of Medicaid providers and specialist services, long waits, bureaucratic barriers, and dismissive treatment. Accessibility and information barriers were more prominent in rural regions whereas bureaucratic barriers were more pronounced in urban areas. Lower satisfaction with services was reported among ethnic minority women compared to whites.

Details

Access, Quality and Satisfaction with Care
Type: Book
ISBN: 978-1-84950-420-1

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Book part
Publication date: 1 January 2014

Akhila L. Ananth

The Edmund Edelman Children’s Court is a juvenile dependency courthouse in Los Angeles designed with bright murals, open play spaces, and modified courtrooms to be…

Abstract

The Edmund Edelman Children’s Court is a juvenile dependency courthouse in Los Angeles designed with bright murals, open play spaces, and modified courtrooms to be “child-sensitive” and “family-friendly.” Through a recounting of the political and cultural forces at play building up to its construction, I argue that the decisions to build a “child-sensitive” court confirm the carceral containment of the culpable black adult. This article represents an inquiry into the cultural logic of the court’s construction, revealing the relationship between raced constructions of innocence and guilt. This study draws from five months of fieldwork conducted in the Edelman Children’s Court.

Details

Studies in Law, Politics, and Society
Type: Book
ISBN: 978-1-78350-785-6

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Article
Publication date: 14 August 2019

Reynold Macpherson and Barbara Vann

The purpose of this paper evaluates the capacity of the Cornwall Foundation Trust (CFT) of the National Health Service (NHS) to implement the UK Government’s children and…

Abstract

Purpose

The purpose of this paper evaluates the capacity of the Cornwall Foundation Trust (CFT) of the National Health Service (NHS) to implement the UK Government’s children and young people’s mental health strategy through its school-based integrated health centre (SBIHC) delivery model.

Design/methodology/approach

This evaluation uses six case studies of SBIHCs to indicate the general effectiveness of this delivery model and its capacity to implement the three core proposals of the Government’s strategy. The core proposals are: to encourage all schools and colleges to identify and train a designated senior lead (DSL) for mental health; to fund new mental health support teams (MHSTs); and to develop strategies to meet the proposed four-week waiting time for access to specialist NHS mental health services.

Findings

This evaluation found that the Duchy Health Charity and CFT piloted a new delivery model in three SBIHCs from 2009 that successfully integrated health and educational services to children and adolescents, including general health and well-being and sexual and mental health and, more recently, integrated welfare services.

Research limitations/implications

The main research implication is that longitudinal case studies of organisational innovations can reveal the subtleties of educational management in context and potentially inform advances elsewhere consistent with national policy developments.

Practical implications

The main practical implication is that the SBIHCs at Penair Community School, Budehaven Community School, Hayle Community School, Looe Community Academy, Treviglas Community Academy and Wadebridge Community School should each be recognised as a “trailblazer site” in the implementation of the Government’s children and young people’s mental health strategy.

Social implications

Mandatory secondary education is the last opportunity that the UK society has to embed knowledge, skills and attitudes needed for the life-long self-management of health. The CFT’s SBIHC model trialled since 2009 has successfully integrated health and educational services to children and adolescents, including general health and well-being and sexual and mental health and, more recently, integrated welfare services.

Originality/value

This evaluation research is unique. It reports that the CFT’s SBIHC model is the first and only organisational innovation at a system level in the UK that has successfully integrated health and education services to children and adolescents.

Details

International Journal of Educational Management, vol. 33 no. 6
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 27 March 2007

Frédéric Bielen and Nathalie Demoulin

Delay is an important issue for service providers. Indeed, previous studies have widely shown the negative effect of waiting time on consumer service satisfaction…

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12755

Abstract

Purpose

Delay is an important issue for service providers. Indeed, previous studies have widely shown the negative effect of waiting time on consumer service satisfaction. However, being satisfied with the service seems to be insufficient for customers to remain loyal. Creating customer loyalty is even more crucial than just satisfying them. The paper aims to investigate how customers weigh up their service satisfaction and waiting time satisfaction in order to determine whether they will remain loyal or not.

Design/methodology/approach

A survey was conducted in the Belgian health care industry. The final sample includes 946 respondents. Regression analyses were performed and the Baron and Kenny method used to test moderator and mediator impacts of variables.

Findings

The results confirm that waiting time satisfaction is not only a service satisfaction determinant, but it also moderates the satisfaction‐loyalty relationship. Moreover, determinants of customer waiting time satisfaction include the perceived waiting time, the satisfaction with information provided in case of delays, and the satisfaction with the waiting environment. In addition, it is shown that waiting time satisfaction is a complete mediating variable in the perceived waiting time and service satisfaction link.

Originality/value

The paper suggests several implications about the waiting time impacts on service satisfaction and customer loyalty. They show the importance of this variable in the service process and explain how to improve it.

Details

Managing Service Quality: An International Journal, vol. 17 no. 2
Type: Research Article
ISSN: 0960-4529

Keywords

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