As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

Every year about 30000 people have a stroke. It is caused by either a bleeding or a blood clot, and depending on where the damage is, the patient can get different types of difficulties following after the stroke. About 40 % of all stroke patients sufferfrom some kind of speech and/or communication difficulty, like aphasia or dysarthria. As hospital staff it´s important to know how to communicate with these people, to get a deeper understanding regards their needs.Aim:The aim of this study is to out of a patient's perspectivedescribeexperiences ofcommunication difficulties that can follow after a stroke.Method:A content analysis with a qualitative approach was used to analyse five autobiographies.Results:The result showed in what way stroke patients experienced their communication difficulties, and how they felt about the hospital staffs treatment related to their communication difficulties. During the analysis two major themes emerged: suffering and wellbeing.

ABSTRACTPressure ulcers are a serious health damage that causes great suffering, prolonged hospital stays and increased health care costs. Patients undergoing surgery are at high risk of developing pressure ulcers and it is the operating theatre nurse responsibility to protect against health damage through nursing. There are little research made in the area of perioperative pressure ulcer prevention. In order to investigate perioperative pressure ulcer preventive care measures that are described in the litterature and to answer the question how the operating theater nurse can protect the patient, a pilot study of a systematic literature review was carried out. Data base searches were conducted in PubMed and Cinahl from where ten articles were selected and examined for their quality and content.

Each year over 3000 children in Sweden lose a parent. The loss of a parent may cause some grave changes in a child?s life, leading to both mental and physical consequences. The purpose of this literature study is to examine the different ways in which health care personnel can better receive and relate to children whose parents are dying or have passed away.Data was collected through such sources as Pubmed, Academic Search Elite and Cinahl, which resulted in the inclusion of sixteen subsequent articles, ten of which were quantitative and six of which were qualitative. Thirteen of the said articles illustrate how children act in response to a dying or deceased parent and what measures were needed for them to move on with their lives.

This work is about Cuban music and my relationship to it. My study contains two different parts. In the first one I try to give a short summary of Cuban music history. The second part is about possibilities and problems that can arise in the meeting with foreign cultures. I have focused on three themes: Music and respect, cultural encounters and travelling, and communication.

The aim of the study was to describe the oral health development among patients at the Public Dental Care clinic in Bromölla who made an agreement regarding Healthy Dental Care during the years 2001 and 2004, compared with patients who did not made such an agreement. The study material was obtained from dental journals in total at 150 patients. Data regarding age, sex, health status, tobacco use, plaque- and gingivitis values, pocket depht, initial- and manifest caries, risk assessments, preventive measures by dental personel and acute dental care between year 2001 and 2004 was obtained from dental results. Almost twice as many man made an agreement compared to women. Tobacco use was higher in control group both 2001 and 2004.

The aim of this study was to understand how care staff in residential care perceive and work with elderly mental health and how these perceptions and work is related to aging. We have gathered our empirical material through eight qualitative interviews and vignettes with care staff in residential care. The study was conducted in a municipality with 10 000 to 20 000 inhabitants in southern Sweden. The material was analyzed with use of ageism as a theoretical frame of reference. The results showed that the care staff had different perceptions of mental illness in general and regarding the elderly.

In human service organizations it is important to enlighten the significance of human encounters. The aim of this study was to explore nursing students experiences of developing empathy and professional relationship in encounters with patients and next of kin during their education. Interviews with five nursing students were carried out. The method of analysing content analysis was used. One main theme and five subthemes were presented.

The origin of the word ?communication? is the Latin word communicare, meaning to make common. The reason for our communication is to share thoughts, feelings and information, we want to affect and confirm.We are used to interpersonal communication, but even if we have had a lot of practice at it during our lives, we still find our selves facing misunderstandings and conflicts. The more people we meet during a day, the greater the chance is for interruptions in the communication.In pharmacy practice, good communication is vital for the client?s health and quality of life.

The occupational group who works in the care of older people in Sweden is an exposed group since the work is often defined as a strenuous profession, both physical and psychically, and this puts comparatively many workers on sick leave. To promote good health, as well as prevent bad health is the main purpose of the work environment development. The attitude of the care manager towards work environment development may have a significant impact on the co-workers health. The purpose of the study was to investigate the attitude of care managers towards work environment development and the co-workers work environment and in the same time get knowledge in what issues they have a salutary approach respectively a pathological approach. Empirics were gathered from semi-structured interviews with six care managers from the care of older people administration in municipality of Kalmar.

The progress of the health among the elderly has a major meaning for the needs of care, nursing and social services. The health of the elderly has improved but fall and fall accidents are a major problem. Acute diseases, activities and environment risks are often related to fall accidents. The aim of the study was to describe health care staffs? opinions about fall risk and fall prevention.

Palliative care is a care that focuses on providing end of life care but not to delay or hasten death. Despite training, nurses often show a lack of knowledge in attitude, ethics and healthcare issues of palliative care. The nurse in palliative care has a central role in caring of the dying patient and therefore a big responsibility. However, palliative care is a low priority in basic training. The aim of this study is to investigate the roles of nurses in palliative care and if there is a need for increased education in the subject.

Den här studien tar fasta på kontexten och betydelsen av 2008 års svenska vårdstrejk och utreder dess motivationer. Studien utgår från tre kvinnliga sjuksköterskor, som alla deltog aktivt i strejken..

The purpose with this essay is to examine if the Swedish government?s intentions regarding to the mental health care reform, have been fulfilled. We have classified the intentions into three categories, regulation, financing and responsibility for organizing the policy. The intentions have then been compared with the results of the reform.Our theoretical framework starts with a model, developed by Evert Vedung (1998). We use this model as a tool to examine the fulfillment of the mental health care reform.

During the last 20 years, the Swedish health care system has faced major changes. One of them is the increasing pressure to generate economic profit due to private businesses entering the market. Health care units are forced to make some structural changes in order to become effective and efficient. As a result merger and acquisitions has become a part of the health care sector, and seems to be an increasing phenomenon. Mergers and acquisitions have mainly been studied in the industry.