Customer information is to be seen as an essential part in service development. The company should be aware of how their customers experience their services. The company can get access to customer information through complaints from their customers. All information obtained from the customers is not possible to use when developing new and existing services. The information has to be analysed before it is possible to use it for service development.This paper describes if Scandinavian Airlines (SAS) uses their customers as a source of knowledge when developing new and existing services and in that case how.

The purpose of this study was to examine domestic adoptions in Sweden, and also compare the Swedish adoption system to the Canadian adoption system. I wanted to find out why there are so few domestic adoptions in Sweden, and how it has changed over the years. I also wanted to know why there is such a large difference between Sweden and Canada regarding adoptions.I interviewed five social workers to find out what attitudes the social services have regarding adoptions. My other questions were how the childs best interest is considered when a parent wants to place a child in an adoptivefamily, and which parents decide to place their child instead of keeping it.I found that the social services are reluctant to place children in adoptivefamilies because their main goal is to keep biological families intact. In Canada the social services goal is to provide the child with a safe and stable home.There is no longer any stigma surrounding single mothers and well developed welfaresystems enable most to keep their children.

- To be trapped in a roller-coaster That ?s how some of the patients are describing the situa- tion of living with heart failure. To be stuck in their home not knowing if they will have to seek care today and not knowing if they will have the energy to attend that birth- day party later this week.Each year 2-3% of the Swedish population are diagnosed with heart failure, which results in 30,000 new individu- als with the disorder. Cardiovascular disease is rapidly in- creasing in the world and before 2030, people with heart failure will increased by 100%. Our improved living condi- tions and better health have allowed us to grow older and made us more dependent on other types of care, care at home.Today the patients are only looking for changes in weight and if they have excessive water in their body.

Self- determination and autonomy of elderly people living in long- stay care homes is the forefront of discussion in the media and in society today. It examines the extent to which elderly people actually have the opportunity for self- determination and to what extent they have an impact and influence in their daily lives. A suitable way to look at how the quality of long ?stay care looks like is too look at the extent to which the user has self- determination. The aim of our study was to examine how self-determination appears in long- stay care homes. We also talk about in what way the officials perceive self- determination and how elderly identify and perceive their right to self- determination and the importance it has for the individual. The essay has been made with the help of interviews and surveys on a number of long-stay care homes in Skåne.

Since the mid 60?s, Germany has seen dropping fertility rates and yet next to nothinghas been done to combat this trend until the current regime led by Angela Merkel andher minister of family affairs, Ursula von der Leyen initiated a number ofcomprehensive reforms of Germany?s family policies.Family policy in Germany is being reformed in three ways. First of all parents arenow eligible to receive substantial financial support in order to compensate the loss ofincome associated with a pregnancy and or parental leave. Second, the all but nonexistentpublic child care services are being vastly expanded with the goal of beingable to offer child care service for every child age 0-3. Thirdly the tradition of schoolsending classes midday is being reformed with the aim of letting kids stay in schoolmuch longer thus enabling parents to work full-time as opposed to part-time in orderto be able to take care of kids returning from school.The hopes for these ambitious reforms are tremendous.

Background: Relatives to people with schizophrenia often experience a great burden and inmany cases takes a lot of responsibility for the person suffering from schizophrenia. Nationalguidelines emphasize the importance for relatives to be involved in mental health care, butunfortunately that is not always the case. Objective: The aim of this study is to investigateand describe how relatives to people with schizophrenia have experienced collaboration andsupport from mental health services, and what requests they might have for the futureregarding the design of collaboration and support. Method: Qualitative approach. Interviewbased study with qualitative content analysis as a method.

The Purpose of the study was to highlight the primary care managers' perception of the barriers and opportunities in the implementation of the national guidelines for harmful drinking and alcohol abuse in KalmarCounty. The data was collected by questionnaires which were directed to all primary care managers in the county. The response rate was low, 40%. The data collection was complemented at a later stage with a non-response analysis. To analyze the results implementation theory with following terms were used: wants to, understand and know.

The purpose with this study was to investigate how parents experience their situation in life, having personal assistance at home to support their small children with disabilities. Different areas were investigated. What made them apply for personal assistance? How does the support affect the family and their parenthood? What would it mean if their children would not have personal assistance? The study was made using a qualitative method and the material was gathered through interviews. A combination of symbolic interactionism and system theory were used as theoretical perspectives.

The aim of this study is to examine social workers? experiences of how the ADHD-diagnosis affects their work with children and youths living in foster care and how it affects the individuals and families themselves. The study is built upon five qualitative interviews and the results are analyzed through a theoretical framework that constitutes ADHD as not only the symptoms and the medical disorder but also as a social phenomenon where the disorder is socially constructed by the current society, norms, and knowledge. The study shows that the social workers? do not rely on the sole ADHD-diagnosis in the understanding and guidance of the children and their foster parents, but rather see the individual needs of each children.

The purpose of this thesis was to investigate how an industrial company can increase customer value by offering added services to their core products. Theses added services can be categorized into the three different parts of the buying process. The company that was investigated is Smurfit Kappa Kraftliner in Piteå, a large international industrial company active on a business to business market. We have conducted a case study and made interviews with three respondents within the company. The result of the study show that the company offers value added services in each stage of the buying process.

    The purpose of this essay is to examine trust, or lack of trust, in the social services. Previous research considering this topic is limited, which, in our point of view, implies the need of further studies. A quantative method was used, consisting of an online questionnaire containing statements about the social services. The statements were designed using a five level Likert-scale which required the respondent to rate their level of agreement. The questionnaire was published on five webcommunities directed to parents.

Violence against women is an extensive social problem that concerns us all. The women who seek health- and medical services when they have been exposed to violence and abuse have the right to expect being well taken care of and treated by competent and understanding personnel. A kind reception can make the patient feel comfortable enough to talk about their situation. The aim of this literature review was to determine how you as a nurse should treat a woman who has been exposed to battery, to be able to offer a professional and individual care. The frame of reference is Gustafsson´s SAUK-model since the acknowledged care aim to maintain and strengthen the human´s self-judgement and self-determination.

The purpose of this study was to depict some elderly people?s experiences of personal safety alarms. Furthermore, the aim was to look into whether there is any difference in experience between men and women and depending on their level of care. Using a qualitative method, semi-structured interviews were carried out with eight elderly people; six women and two men. The main questions of the study were: How do the elderly people experience the practical use of personal safety alarms? In what ways, if any, do the elderly people experience that the personal safety alarm has changed their daily life? In what ways do the elderly people experience that the personal safety alarm effects their ability to stay in their own home? A cognitive perspective was mainly used to analyze the results.

The purpose of this qualitative sociological law study is to examine the relationship between the social services and civil court to apprehend if knowledge about the child's best interest is transfered from social workers to the legal system. This have been done by investigating civil court cases concerning custody transition from biological parents to foster parents according to 6 chapter 8 paragraph in the law of parenting, built upon the legal principle of the best interests of the child. Eight cases has been examined by using a method of qualitative text analysis and categorised into five primary categories and three concepts linked to sections of the law. The material has been analysed through a sociological law perspective, social constructionist theory and attachment theory. The study shows that a variety of factors interacts when it comes to determining what?s in the best interest of the child .

Bakgrund: Läkemedelshantering utgör en stor del av det dagliga arbetet för sjuksköterskor. Varje år orsakas ett stort antal patienter skador på grund av brister i läkemedelshanteringen. Ett ständigt säkerhetsarbete där avvikande händelser rapporteras och utreds kan förhindra att fel upprepas. Lex Maria är en form av avvikelserapportering som syftar till att identifiera bakomliggande orsaker till den avvikande händelsen. Syfte: Syftet med denna studie är att identifiera vilka fel som begås i samband med läkemedelshanteringen inom primär-, kommunal- och hemsjukvården och som medför, eller riskerar att medföra, skada för patienten och där sjuksköterskan hade kunnat påverka händelseförloppet.