Occupational therapy has an established role In the dell""ery of mental health services. Psychiatric Intensive Care Units (PICUs) are a development found in many psychiatric Inpatient facilities and their numbers are increasing. The Introduction of occupational therapy to a recently established PICU is examIned. A comparison is made between PICU and forensic client groups, and the developing need for PICUs as a distinct service and the client group they serve are described. An example of successful service delivery of occupational therapy In a PICU is offered, and the challenges to the therapist working In this demanding and rewarding setting are outlined.
The study examines consumer expertise for services and its measurement. Specifically, measures of subjective expertise or confidence, experience or frequency of usage, and two measures of objective expertise are used for two services varying in degree of tangibility. As hypothesised, positive relationships between the different types of expertise do not always exist, particularly as intangibility of the service increases.
The SERVQUAL instrument, which measures customer perceptions of service quality, is applied to retail financial institutions in Brisbane. As in the original SERVQUAL study, five factors emerged: tangibles, reliability, responsiveness, assurance and empathy. Consumers’ experiences failed to match their expectations on virtually all dimensions. The study also found some differences in consumer perceptions of service quality based on age, gender and type of financial institution, suggesting that more could be done by financial institutions to segment their markets.
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