The service triangle and power: the role of frontline home support workers and consumer‐directed care—an Australian context

Payne, Graeme; Fisher, Greg

doi:10.1111/irj.12247

Cited by 8 publications

(3 citation statements)

References 55 publications

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“…Some studies describe a three-fold relationship triangle or service triangle in consumer-directed care, namely between the client, PA or directly employed/agency managed care worker, and the funder in the person of the social worker or co-ordinator (e.g., Payne, 2019aPayne, , 2019b. In this present study, the funder of the social care-usually the local authority (LA)-was absent from most of the PAs' discussions, other than sometimes being referred to as a last resort.…”

Section: Strengths and Limitations Of The Studymentioning

confidence: 99%

Caring in Covid-19: Personal Assistants’ Changing Relationships with their Clients’ Family Members

Manthorpe¹,

Samsi²,

Norrie³

et al. 2021

Journal of Long Term Care

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The impact of Covid-19 on people working as personal assistants (PAs) or directly employed care workers potentially affects not only themselves and their clients but sometimes clients' family members or carers. Objectives: This interview-based study aimed to hear directly from PAs of their experiences during the pandemic to inform policy and practice. Methods: A sample of 41 PAs working in England were interviewed by telephone during the early months of Covid-19 (April-June 2020) in England. Interview data were analysed thematically and accounts of PAs' engagement with their clients' family members were explored. Findings: Study findings illustrate the fluidity of relationships at this time within four dimensions: 1) some family members working more closely with PAs, 2) the development of tensions between PAs and family members, 3) displacement by family members of PAs and other care services, 4) PA accounts of working with clients who had little or no family contact or other assistance during the pandemic. Limitations: This study did not interview family members to hear their views of the relationships and circumstances discussed by the PAs.Implications for research include a need to hear from other care workers operating as live-in PAs and from family members and employers and to follow-up with PAs as the pandemic progressed. Policy implications include the need to encourage contingency planning and to ensure support for PAs. Practice implications are for staff responsible for individualised funding to ensure PAs are known to their systems to enable their support.

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Section: Strengths and Limitations Of The Studymentioning

confidence: 99%

Caring in Covid-19: Personal Assistants’ Changing Relationships with their Clients’ Family Members

Manthorpe¹,

Samsi²,

Norrie³

et al. 2021

Journal of Long Term Care

View full text Add to dashboard Cite

show abstract

“…Within these, most attention has been afforded to frontline service providers (Bolton & Houlihan, 2010), and how their position in the service triangle has shifted due to an increasing focus on client satisfaction. Such studies are evident across service subsectors—including home care (Payne & Fisher, 2019), banking (Carollo & Solari, 2019), and retail (Misra & Walters, 2016). Studies that extend beyond workers typically focus on relations between actors, leading to calls to explore each pole of the service triangle (Lopez, 2010).…”

Section: Management Responses To Interests In the Service Triangle: Improving Care And Workmentioning

confidence: 99%

Managers Shaping the Service Triangle: Navigating Resident and Worker Interests Through Work Design in Nursing Homes

Vermeerbergen

McDermott

Benders

2020

Work and Occupations

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Managers play a key role in shaping the service triangle and navigating stakeholder interests within this. In health care, labor shortages are prompting consideration of the consequences of care delivery for service users and staff. Here, the authors consider how senior nursing home managers tasked with balancing resident and worker interests manage tensions using work design. The findings identify a five-cluster typology, reflecting variations in how managers from 20 Flemish nursing homes operationalize the same resident-centered care model. Managers purposively shape a different service triangle in each operationalization, variously prioritizing benefits for residents, seeking the golden mean, or attempting to suppress tensions.

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“…An additional reason why this framework suits the particular situation is its ability to adapt to different contexts. Tenets of CDTE have been used for example in different venues such as disease management, health and social care, to tourism and business and economics (see [46][47][48][49][50]).…”

Section: Consumer-directed Theory Of Empowermentmentioning

confidence: 99%

Challenges in the provision of digital technologies to elderly with dementia to support ageing in place: a case study of a Swedish municipality

Tsertsidis

2020

Disability and Rehabilitation: Assistive Technology

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The aim of this paper is to identify structural problems and challenges for the delivery of digital technologies for ageing in place to elderly with dementia. Methods: To that end, I conducted a case study in a Swedish municipality. Results: The results showed that elderly with dementia are not exploiting their full potential of receiving help in the form of technology, since the four conditions of the Consumer Direction (Control and Direct services -Variety of digital technologies for ageing in place options -Information and Support -Participation in systems design) were met to a very low degree.Conclusions: I propose that the municipality in question creates a proper knowledge-sharing platform so that occupational therapists are well informed about digital technologies for ageing in place, to allow them to provide accurate information and support to elderly with dementia, resulting in a possible increase in use of technology and subsequently support the empowerment goal of Consumer Direction. I also believe, according to the findings of this study, that the module of Information and Support should be treated as the most important condition for achieving increased Consumer Direction. ä IMPLICATIONS FOR REHABILITATIONElderly with dementia and their relatives do not receive sufficient information about digital technologies for ageing in place (DTAP). There is not enough information regarding the available options and their use. This often denies elderly with dementia and their relatives the services they are entitled. Occupational therapists knowledge about DTAP affects the variety of options presented to elderly with dementia and their subsequent use. Once a person is diagnosed with dementia, physicians tend to suggest medicinal solutions, overlooking the dissemination of DTAP information. Thus hindering their early access to DTAP.

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The service triangle and power: the role of frontline home support workers and consumer‐directed care—an Australian context

Cited by 8 publications

References 55 publications

Caring in Covid-19: Personal Assistants’ Changing Relationships with their Clients’ Family Members

Caring in Covid-19: Personal Assistants’ Changing Relationships with their Clients’ Family Members

Managers Shaping the Service Triangle: Navigating Resident and Worker Interests Through Work Design in Nursing Homes

Challenges in the provision of digital technologies to elderly with dementia to support ageing in place: a case study of a Swedish municipality

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