The study aims to understand the underlying factor why McDonald's customers return despiteprevious failure customer experiences. Why do customers come back to the company thatcontributes to the former dissatisfaction? McDonald's attempt to maintain unceasingpurposeful emergence fail at the local level, where the customer contact occurs. McDonald'sofferings and customers' bounded rationality results in that customers are satisfied with an"ok" experience, which adds to their low expectations of McDonalds. This makes clear thatMcDonald's does not have to make an effort through constant adaptation at the local level toachieve a "great" level of satisfaction.

Background: A nurse who is working in the health care is expected to show the best side for other people. An emotional work demands a lot of the role of a nurse, when she has to deal with her feelings after the given situation to satisfy the patient.Aim: The purpose of the study is to seek understanding of what nurses perceive to be the essence of the emotional work in health care. The study also wants to understand what factors could affect the meeting both positively and negatively between nurse and patient in social interactionMethod: The study?s methodology is qualitative with phenomenological-hermeneutical approach to seek understanding of the six interviewed nurses lived experiences and the experiences of the emotional work.Results: The result has four main themes developed: Emotional management, to consider the patients existential needs, meeting the patient and to do something meaningful.Conclusion: The essence of the perceived emotional work for nurses is emotional transformation where the nurse changes her feelings by acting according to the situation in the meeting with the patient. It is important that nurses reflect in the work so they do not take their work home and become exhausted and burn out.Keywords: Emotional labour, emotional management, patient encounter, phenomenological-hermeneutical, existential needs, the essence, burn out.

When going through a stem cell transplantation a patient is forced to undergo protective isolation to inhibit risk of opportunistic infections related to the low leucocyte count as a result of aggressive pre-transplant chemotherapy treatment. Protective isolation has shown to have an impact on patient experiences during treatment and the aim of this study is to elucidate experiences of protective isolation of patients undergoing hematopoietic stem cell transplantation and to deduce patient perceptions of the role of nurses in protective isolation care. The presented study was performed as a mixed qualitative and quantitative survey at a hematopoietic ward in Sweden. Results were analyzed by Mayring (2000) and by descriptive frequency charts and show that patients in protective isolation experience alienation, necessity, safety and anxiety with regards to their protective situation. Considering the role of nurses patients perceive their role to be attendant, informant and acting as an executioner of medical implementations.

AbstractThe control of quality standard ISO 9001 has made the internal audit to be experienced as police authority and paragraph control. Because of that, motivation for internal auditors is low. To counteract the experience, there is a possibility to integrate internal audit with improvements in company?s processes. Theory has shown that a qualified and competent auditor can provide information that can help the organization's managements to make the right decisions that will improve product quality and result in new customer contracts.An opportunity to observe an internal and external audit at one of the case companies gave rise to this study.

Aim: The aim of this study was to investigate nurses? experiences of communicating with patients with immigrant backgrounds regarding language barriers, patient relations and use of interpreter. Method: Eight persons participated in this study. Four registered midwives were interviewed in a focus group and one clinical lecturer with a district nursing background, one midwife and two district nurses were individually interviewed about their experiences. The content was analysed using a qualitative content analysis.

Bakgrund: Sjuksköterskor är en viktig länk i omvårdnaden kring den traumatiskt skallskadade patienten och dennes anhöriga. Den tidigare forskningen inom området har visat hur viktigt bemötandet och anhörigmedverkan är för patientens tillfrisknande. De kognitiva problem som ofta uppstår hos en traumatisk skallskadad patient är också de som är svårast att bemöta och behandla. Syfte: Att sammanställa och belysa forskning, som beskriver sjuksköterskors roll i omvårdnadsarbetet av traumatiskt skallskadade patienters speciella behov av omvårdnad. Metod: En litteraturöversikt med 13 empiriska artiklar.

The purpose of this study is to show how the modern society, with demands, expectations and the time constraints of adults, affects children and the everyday life at the preschool. Our intention is also to show the importance of identify stress symptoms of the children.        The study is of qualitative empirical kind and is based on a questionnaire to 19 parents of preschool children at the age of three to five years old. Interviews are made with four preschool teachers on one preschool. An observation of children in possible stressful situations is made during three days each at two preschools.     The results show that the modern society affects children and can be stressful. It also affects the everyday life at the preschool.

I varje kultur spelar kommunikationen en stor roll. Kommunikation är en process som både sändare och mottagare deltar i och omfattar såväl verbal som icke- verbala delar. En person kan visa känslor och attityder med kroppsliga uttryck om han eller hon inte kan använda språket. När det finns en brist i förståelsen mellan patient och vårdare kan detta påverka relationen mellan vårdare och patient och därmed också vården av patienten. Syftet med denna litteraturstudie är att beskriva faktorer som kan vara hindrande i kommunikationen mellan vårdare och patient med annan kulturell bakgrund, utifrån vårdare och patient perspektiv.

Bakgrund: WHO:s checklista är avsedd för operationskliniker världen över som vill reducera komplikationer i samband med operativa ingrepp. Studier har visat att checklistan inte bara förbättrade patientsäkerheten utan också bidrog till bättre teamarbete och kommunikation mellan personal. Få studier finns om hur patienter som är vakna under operation påverkas av att man använder checklista. Syfte: Syftet med denna pilotstudie var att belysa hur ett antal operationssjuksköterskor upplevde att använda checklistan inför vaken patient. Metod: En pilotstudie med kvalitativ ansats där datainsamlingen genomfördes i form av halvstrukturerade intervjuer med tre operationssjuksköterskor.

Bakgrund: Sveriges största folkhälsoproblem idag är hjärt- kärlsjukdomar och den vanligaste orsaken till att personer uppsöker akutsjukvård. Att drabbas av hjärt- kärlsjukdom innebär ett lidande och en livsstilsförändring för den drabbade. Syfte: Syftet med studien var att undersöka vad som kan påverka en patient till förändrad livsstil efter hjärtinfarkt. Metod: En litteraturstudie gjordes utifrån 8 stycken artiklar där författarna inspirerades av Burnards analysmetod. Resultat: Resultatet redovisades i 4 kategorier sjukdomsinsikt, informationskällor, socialt stöd och professionellt stöd.

Palliative care concerns care of those who are dying and when cure is no longer an option. The nurse´s job is then to support the patient and to give care of good qualitive so that the patient will experience optimal quality of life. The aim of this literature review was to describe how the nurse can prepare herself/himself for the meeting with both the patient and close ones also to describe a nurse´s need of support and education. Nine studies have been used as a foundation for this literature review. Four headlines have been crystallized out of the result, a) the view of death b) the impact of the meeting c) the importance of support d) the importance of preparation and education.

I sjuksköterskans arbetsuppgifter ingår venösa blodprov och insättande av perifera venkatetrar (PVK). Även då patienten bär en blodsmitta skall detta utföras, vilket sätter sjuksköterskans professionalism och biologiska säkerhet på prov. Sjuksköterskans upplevelser inför att sticka en patient med känd blodsmitta är ett ämne som bör diskuteras mer. Föregås stickmomentet av rädsla eller obehagskänslor? Denna studie syftade till att undersöka sjuksköterskans tankar och upplevelser inför att sticka en patient med känd blodsmitta.

In today?s health care it?s most common to treat an illness with a kind of pharmaceutical preparation. But lack of resources, given information and bad communication and collaboration between the patient and the nursing staff can lead to a patient unwilling to follow the doctor?s prescription. This does not just affect the individual patient?s health but it can also result in consequences for other people and the whole society.

Do teachers? expectations of their pupils become a part in the judgement of which grade a pupil will receive in the end?Several of the polical parties in Sweden have recently been argueing that teachers should be able to give pupils a grade in how they behave in school. Several newspapers also have reported that pupils today have gotten lower results for the last few years and more pupils do not get approved in all subjects. Because many of the studies about pupils results focus on the pupils? skills, I deciced to focus on the teachers part in how a pupil get a better grade or not.In the study I have been looking at a small community in the south of Sweden.

Bakgrund. Smittsamma sjukdomar har i alla tider har framkallat rädsla och fördomar. När vårdaren möter patienter med smittsamma sjukdomar måste de kunna ge trygg vård som grundar sig på teoretisk och praktisk kunskap. I dag möter vårdaren många patienter som bär på smittsamma sjukdomar, nya och tidigare kända, upplevelserna skiljer sig åt beroende på hur mycket kunskap de har om sjukdomen. Syfte.