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Background: Many countries spend up to 1% of GDP on implementing employment policies and assisting unemployed citizens, so it is important to assess the effectiveness of spending these funds. One of the Russian federal projects focuses on increasing the level of service recipients' satisfaction. The target indicator is 90.0% of satisfied recipients by the end of 2024. Purpose: This study aims to analyze the state of employment policy implementation in Russia. Study design/methodology/approach: The information base of the study is data of two questionnaire surveys of registered unemployed conducted in 2020-2021. In 2020, 4,800 unemployed people were interviewed in order to assess their satisfaction with the services received at the employment center. In 2021, 1,000 people from this number were re-interviewed in order to assess usefulness of the provided services. The survey evaluated several parameters, which influence the recipient's satisfaction with provided state employment services. Descriptive statistics methods were used to analyze the data. Finding/conclusions: The results show that over the past 3 years, respondents have noted positive changes in the work of state employment centers - expanding opportunities to receive services via the Internet, reducing queues in employment centers, increasing the availability of information about services. Also, the respondents rate usefulness of the received services for future quite highly employment. At the same time, low speed of service delivery, a large list of necessary documents, and insufficient customer orientation of employment centers staff are still being zones for development and improvement. Limitations/future research: The limitations of the study include a small number of existing studies on this problem, as well as the sample size. In further research, it is advisable to increase the number of unemployed interviewed in order to obtain more accurate and objective assessments of satisfaction with the services provided in employment centers.

Introduction: Family planning is aimed at improving the health and well-being of women, children and the family and affecting the quality of life and sexual health. Today, the quality of services has a profound effect on the economic situation. Knowing the expectations of service providers and checking the status of existing weaknesses and strength is revealed. The purpose of this study was to determine the quality of family planning services from the viewpoint of service recipients using the SERVQUAL model in Sanandaj comprehensive health centers in 2018. Methods: In this descriptive-analytical study, 384 women who received family planning services in Sanandaj comprehensive health centers were evaluated. Sampling was done by stratified random sampling. The data was collected by a SERVQUAL Questionnaire 22 pair questions with five dimensions. Data were analyzed by SPSS-23 software and descriptive statistics, t-test and ANOVA. P Results: The results of the study showed a negative gap in all aspects of quality. The highest gap was in the dimension of empathy (-1.84) and the lowest gap in the responsiveness dimension (-1.61). There was also no significant relationship between quality gap and demographic characteristics. Conclusion: The existence of a gap in the five dimensions of service quality suggests that at all levels, average expectations exceeded perceptions, requiring serious efforts to improve the quality of service gap.

Introduction: Midwifery care has a dramatic effect on reducing maternal and infant mortality, as womenchr('39')s increased access to quality midwifery services has become a global effort. Considering that the health and progress of each society are largely based on womenchr('39')s health, the aim of this study was to determine the quality of midwifery care from the viewpoint of service recipients using the SERVQUAL model in Sanandaj comprehensive health centers in 2017. Methods: In this descriptive-analytical study, 1920 women who were referred to comprehensive health centers in Sanandaj were studied for midwifery care. The sampling method was multi-stage. For data collection, the SERVQUAL questionnaire was used. Data were analyzed by SPSS-23 software using descriptive statistics, paired and independent t tests and ANOVA. Results: In all aspects of the quality of service provided there was a negative gap. The highest gap in the reliability dimension(69/1-) and the lowest gap in the responsiveness dimension (58/1-) were obtained. There was also a significant relationship between quality gap and age (P=0/001), education level (P=0/001) and occupation (P=0/003). Conclusio: In all aspects of quality, the level of customer expectations was higher than their perceptions. It is recommended to pay attention to the comments and complaints of clients, while providing access to staff in case of need, to provide services at all office hours, and to use modern equipment .

This study validated a subjective outcome evaluation scale based on the perceptions of service recipients and examined the normative profiles as well as correlates of client satisfaction under a corporate-university-community Service-Learning (SL) programs, where university students conducted the SL programs with high school students as the service recipients. Based on data collected over three years from high school service recipients (N = 1854) who responded to a subjective outcome evaluation measure which assesses perceived program content, program implementers and benefits, exploratory and confirmatory factor analyses supported the three-factor model, and the three subscales showed good factorial validity, convergent validity, concurrent validity and internal consistency. Most of the service recipients had positive perceptions of the different aspects of the program. Regarding correlates of client satisfaction, the three aspects of satisfaction all had predictive effects on the overall client satisfaction. Client satisfaction ratings also differed significantly across different activities and grades. [ABSTRACT FROM AUTHOR]

This article describes a secondary data analysis of a health data set representing the experiences of abortion fund service recipients (ASRs) who received financial assistance to help pay for unaffordable abortion costs. The authors analyzed 3,216 ASR cases from 2001 to 2015. Demographic characteristics, service utilization rates, and the personal hardships reported by the sample were assessed. The personal hardships of the Florida ASRs were compared with the hardships reported by ASRs who received assistance from a national fund. Results indicate that Florida ASRs are primarily people of color who are single, in their mid-20s, already parenting children, and receiving assistance in the second trimester of pregnancy. ASRs in this current study are experiencing multiple personal hardships while trying to access an abortion, including economic hardships (such as lack of insurance coverage and unemployment) and trauma (including rape and partner violence). When compared with the ASRs at the national level, these state-level ASRs reported higher rates of unemployment, partner violence, and rape, which suggests that the Florida ASRs face some more dire circumstances compared with ASRs at the national level. Repeal of policy that restricts public funding of abortion in Florida is recommended to improve access to abortion. [ABSTRACT FROM AUTHOR]

Background & Objective: Patient satisfaction is an indicator of the health services that is increasingly important in today's competitive world and perhaps the simplest method for evaluation of family physician program. This study aimed to determine the level of satisfaction of service recipients in urban areas in Fasa, Iran, with implementation of the Family Physician Program. Materials & Methods: This descriptive cross-sectional study was carried on the 411 patients for whom family physician program was implemented in 2014. Data were collected by a valid and reliable demographic and satisfaction questionnaire in 6 dimensions (care and reverence, trust and belief in his performance, waiting time, availability and timely access to a doctor in time, usefulness of actions, payment costs and paramedical unit performance and on time accessibility, professional services and emergency). Data were analyzed using SPSS software version 18 using independent-samples t-test, chi square test, and ANOVA. Results: Only 1.7% of people had little satisfaction. However, the majority of people expressed consent in all aspects of the Satisfaction of the Family Physician Project. The highest levels of satisfaction were observed in care, respect, trust and belief and the emergency services were observed in the lowest level of satisfaction. Conclusion: Good satisfaction after implementing the family physician program shows the successfulness of the program. Therefore, implementation of family physician program will be a significant milestone for other cities but in order to increase the satisfaction of the emergency services and relevant programs, revision seems necessary in order to improve some of the indices of people satisfaction.

Introduction: Now-a-days, pregnancy care is considered as one of the main public health focus. Pregnancy care plays an important role in the health of the mother, the newborn and the family. Therefore, efforts to evaluate the quality of care are necessary for encouraging the policymakers to create an effective program for improving the quality of health services. Aim: To determine the quality of pregnancy care from the perspective of service recipients using the SERVQUAL model in comprehensive health centers of Sanandaj of, Iran in 2018. Materials and Methods: This descriptive-analytic study was conducted on 384 pregnant women who were referred to the comprehensive health centers of Sanandaj for receiving pregnancy care. Population sampling was done based on the classification method. Data collection was performed by the standard SERVQUAL questionnaire, which measures the quality gap in five dimensions of the service (sensibility, reliability, assurance, responsibility, and empathy) using 22 questions. Data were analysed by SPSS-23 software using descriptive statistics, ANOVA, and t-tests. Results: In all five dimensions of the quality of services provided (sensibility, reliability, responsibility, assurance, and empathy), there was a negative quality gap. The highest mean quality gap was in the reliability dimension (-1.84) and the lowest mean gap was seen in the empathy dimension (-1.49). Conclusion: Data analysis showed that in all five dimensions of the quality of services, the expectation level of service recipients was beyond the level of their perceptions, and the quality improvement in the various aspects seems to be necessary.

Floods, hurricanes, landslides, hurricanes, tornadoes, earthquakes are events that a large group of people on earth are affected. In December 2003, the residents of Bam, Iran experienced an earthquake that measured 6.6 on the Richter scale and destroyed more than 90% of the city. The purpose of this study was to investigate obstacles against effective crisis management with considering service received by individuals in the Bam earthquake. In this study, domestic journals, foreign dissertations in Persian bases such as Google scholar, Magiran, IranMedex, SID and in English bases such as PubMed, Web of Science, Google scholar were used. The results of this study showed that there were many problems in various aspects of planning including: lack of coherent programs, lack of attention to the needs of health care, poor coordination between agencies and organizations and lack of appropriate training of volunteers and people.

Introduction: The Norwegian government is addressing the need for increased voluntary work in the municipal care sector. Several reforms over the last decades have transferred important care tasks to the municipalities, as it is a political aim for people to live longer in their own homes. Despite important structural changes in the provision of public care services, less attention has been devoted to the investigation of how voluntary work interacts with the overall development of care tasks within municipal care services. This paper aims to discover how the contribution of volunteers matches the current needs of service recipients and the daily work of professional staff and, additionally, to discover what level of volunteer competence and qualifications are considered necessary when cooperating with staff. Method: Eight case studies addressing opportunities and barriers to voluntary work in long-term care were carried out. Our study included participants from both voluntary organisations and long-term care. Results: Volunteers were considered to fill important functions and gaps by providing social support, offering activities and by communicating with the service recipients. However, the poor health of service recipients risked putting undue strain on volunteers. Volunteers need to have personal qualifications, such as good observation and communication skills, in order to function well and be useful in their role as volunteers. Discussion: Care is seen as a complex task requiring time, effort, and technical and social skills. Relational care is not easily distinguished from the overall care needs of service recipients. Service recipients in the municipalities are seen as increasingly frail and have complex health needs. With the expected increase in the number of elderly with dementia in the future, we may need to question whether volunteers are equipped to take on such advanced health problems.

Background & Objective: Patient satisfaction is an indicator of the health services that is increasingly important in today's competitive world and perhaps the simplest method for evaluation of family physician program. This study aimed to determine the level of satisfaction of service recipients in urban areas in Fasa, Iran, with implementation of the Family Physician Program. Materials & Methods: This descriptive cross-sectional study was carried on the 411 patients for whom family physician program was implemented in 2014. Data were collected by a valid and reliable demographic and satisfaction questionnaire in 6 dimensions (care and reverence, trust and belief in his performance, waiting time, availability and timely access to a doctor in time, usefulness of actions, payment costs and paramedical unit performance and on time accessibility, professional services and emergency). Data were analyzed using SPSS software version 18 using independent-samples t-test, chi square test, and ANOVA. Results: Only 1.7% of people had little satisfaction. However, the majority of people expressed consent in all aspects of the Satisfaction of the Family Physician Project. The highest levels of satisfaction were observed in care, respect, trust and belief and the emergency services were observed in the lowest level of satisfaction. Conclusion: Good satisfaction after implementing the family physician program shows the successfulness of the program. Therefore, implementation of family physician program will be a significant milestone for other cities but in order to increase the satisfaction of the emergency services and relevant programs, revision seems necessary in order to improve some of the indices of people satisfaction. [ABSTRACT FROM AUTHOR]

Floods, hurricanes, landslides, hurricanes, tornadoes, earthquakes are events that a large group of people on earth are affected. In December 2003, the residents of Bam, Iran experienced an earthquake that measured 6.6 on the Richter scale and destroyed more than 90% of the city. The purpose of this study was to investigate obstacles against effective crisis management with considering service received by individuals in the Bam earthquake. In this study, domestic journals, foreign dissertations in Persian bases such as Google scholar, Magiran, IranMedex, SID and in English bases such as PubMed, Web of Science, Google scholar were used. The results of this study showed that there were many problems in various aspects of planning including: lack of coherent programs, lack of attention to the needs of health care, poor coordination between agencies and organizations and lack of appropriate training of volunteers and people. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this paper is two-fold. First, it sets the context for the special issue by considering conceptions of patients and their roles in service delivery and improvement. Second, it introduces the contributions to the special issue, and identifies thematic resonance.Design/methodology/approach: The paper utilises a literature synthesis and thematic analysis of the special issue submissions. These emanated from the Ninth International Organisational Behaviour in Healthcare Conference, hosted by Copenhagen Business School on behalf of the Learned Society for Studies in Organizing Healthcare.Findings: The articles evidence a range of perspectives on patients' roles in healthcare. These range from their being subject to, a mobilising focus for, and active participants in service delivery and improvement. Building upon the potential patient roles identified, this editorial develops five "ideal type" patient positions in healthcare delivery and improvement. These recognise that patients' engagement with health care services is influenced both by personal characteristics and circumstances, which affect patients' openness to engaging with health services, as well as the opportunities afforded to patients to engage, by organisations and their employees.Originality/value: The paper explores the relationally embedded nature of patient involvement in healthcare, inherent in the interdependence between patient and providers' roles. The typology aims to prompt discussion regarding the conceptualisation patients' roles in healthcare organisations, and the individual, employee, organisational and contextual factors that may help and hinder their involvement in service delivery and improvement. The authors close by noting four areas meriting further research attention, and potentially useful theoretical lenses. [ABSTRACT FROM AUTHOR]

In this article we study civil servants’ perceptions about the role of citizens in the provision of public services in Uganda. In other words, we examine the views of those who deliver civil services regarding the actual and desired influence of service recipients. An empirical study was conducted focusing on the health and education sectors in Uganda. It is concluded that due to a number of tensions regarding the role of the citizen in Uganda, civil servants feel that service recipients are not yet adequately engaged in the demand for and delivery of quality public services. More effective public service delivery in Uganda cannot be achieved without the development of a culture that supports the building of capacity at all levels, including the community and individual service recipients. Points for practitioners There are a number of contradictions in terms of the role of the citizen in Uganda that result in the inadequate engagement of service recipients in the demand for and delivery of quality public services. Aside from empowering service users to apply pressure for better services from the bottom up, it is also crucial to present public service providers with incentives to take up their responsibilities toward the public. [ABSTRACT FROM AUTHOR]

The organization of the activity of сare assistant using the «Care Assistant» technology in the Volgograd region is the subject of consideration in this study. The provisions of E.Giddens' structural theory help to determine the specifics of the organization of the care assistant's activities. The analysis of the activities of care professionals and the assessment of the quality of service is based on the results of an expert survey of сare assistant and a questionnaire survey of service recipients in the region. The formal rules governing the activities of the subjects of the long-term care system constitute the macro-level of the «Care Assistant» technology. The meso-level includes the forms and methods of care professionals' activities within a separate social service organization. The micro-level is the interaction of сare assistant with various specialists at all stages of providing social services in long-term care. The survey results showed that care assistants provide free services included in the social package of long-term care. Defining the specifics of the organization of the care assistants, the author identified problems related to working conditions, the provision of additional services, paperwork, education. The results of the questionnaire survey of service recipients indicate that respondents are satisfied with the quality of service, availability and timeliness of social services.

Introductory courses in undergraduate social work and human services programs have received scant attention in the literature despite having considerable responsibility in their curricula. In addition to providing a foundation for the courses that follow, they introduce students to the diverse settings in which social work and human services professionals practice, shape professional values and behaviors, and help students decide whether these are good career paths for them. After experimenting with several course models, one social work faculty developed a vigorous model with community stakeholders as active participants in its design and delivery. Integration of service recipients and social service settings provide diverse opportunities for students to gain exposure to the social work profession and determine its suitability for them. Though limited by the scope of the study, this case study illustrates the potential of an introductory course to meet the needs of students, faculty and community. [ABSTRACT FROM AUTHOR]

Introduction: The quality of communication skills of health care providers has a significant impact on patient treatment consequences., Aims: The present research has been conducted to check the relationship of communication skills on the rate of patients' satisfaction in the clinics of one of the hospitals in Isfahan., Settings and Design: The checking list was completed by the researcher in the clinics by using the comments of patients or their relatives. Sampling was performed by using the regular random sampling method., Materials and Methods: This research was a descriptive-analytical study. The used tool was a standard checking list for evaluating the patients' satisfaction and also the researcher-made checking list for the measurement of effective communication skills., Statistical Analysis: The researcher-made checking list for the measurement of effective communication skills was confirmed by the experts with the face validity, structure, content, and reliability (α =87%). After visiting the patient by the physician, the mentioned list was filled by using the patients' comments, and the collected data was analyzed by SPSS software version 16 with calculating the Pearson correlation coefficient and α2., Results: The study showed that there was a significant relationship between the application of communication skills in the five areas of verbal, body language, effective communicating, establishment, patient privacy and patient participation, except for eye communication of the physician with patients' satisfaction (P < 0.05)., Conclusion: Using the communication skills by physicians is associated with patients' satisfaction, and it is the cause of increasing the acceptance of the physician by the patient. Therefore, it is suggested that the opportunity to improve the communication skills should be provided in addition to clinical skills in continuing education programs for the medical community.