The optimization of the complaints management system

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

Dynamics of serotonergic neurons revealed by fiber photometry

This work was developed in the context of the MIT Portugal Program, area of Bioengineering Systems, in collaboration with the Champalimaud Research Programme, Champalimaud Center for the Unknown, Lisbon, Portugal. The project entitled Dynamics of serotonergic neurons revealed by fiber photometry was carried out at Instituto Gulbenkian de Ciência, Oeiras, Portugal and at the Champalimaud Research Programme, Champalimaud Center for the Unknown, Lisbon, Portugal

Somewhere between illusion of control and powerlessness : trying to situate the pathological gambler's locus of control

It has been suggested that pathological gamblers develop illusory perceptions of control regarding the outcome of the games and should express higher Internal and Chance locus of control. A sample of 48 outpatients diagnosed with pathological gambling disorder who participated in this ex post facto study, completed the Internality, Powerful Others, and Chance scale, the South Oaks Gambling Screen questionnaire, and the Beck Depression Inventory. Results for the locus of control measure were compared with a reference group. Pathological gamblers scored higher than the reference group on the Chance locus of control, which increased with the severity of cases. Moreover, Internal locus of control did show a curvilinear relationship with the severity of cases. Pathological gamblers have specific locus of control scores that vary in function of the severity, in a linear fashion or a non-linear fashion according to the scale. This effect might be caused by competition between "illusion of control" and the tendency to attribute adverse consequence of gambling to external causes.

Using fuction-based CBT with parent involvement to treat OCD in two school-age children with high-functioning autism

Obsessive Compulsive Disorder (OCD) involves excessive worry coupled with engaging in rituals that are believed to help alleviate the worry. Pervasive Developmental Disorders (PODs) are characterized by impairments in social interaction, communication, and the presence of repetitive and/or restrictive behaviours (American Psychiatric Association, 2000). Research suggests that as many as 81% of children with a POD also meet criteria for a diagnosis ofOCD. Currently, only a handful of studies have investigated the use of Cognitive Behavioural Therapy (CBT) in treating OCD in children with autism (Reaven & Hepburn, 2003 ; Sze & Wood, 2007; Lehmkuhl, Storch, Bodtish & Geflken, 2008). In these case studies. the use of a multi-modal CBT treatment package was successful in alleviating OCD behaviours. The current study used function-based CBT with parent involvement and behavioural supplements to treat 2 children with POD and OCD. Using a multiple baseline design across behaviours and participants, parents reported that their child 's anxiety was alleviated and these gains were maintained at 6-month follow-up. According to results of the Children 's Yale-Brown Obsessive Compulsive Scale (Goodman, Price, Rasmussen, Riddle, & Rapoport, 1986) from preto post-test, OCD behaviours of the children decreased II"om the severe to the mild range. In addition, the parents rated the family's level of interference related to their child 's OCD as substantially lower. Last, the CBT treatment received high ratings of consumer satisfaction.

Electrocortical responses in reward paradigms and their variation related to personality

This thesis was conducted in order to investigate two issues: (1) how sensitive event related potentials (ERPs), and more specifically the medial frontal negativity and the P3 components, are to the valence and magnitude of reward-related stimuli, and (2) whether individual differences have an effect on the sensitivity of these ERP components to these characteristics. This was investigated using two reward-related paradigms. In the "pure gambling task" participants were asked to choose between two cards, each containing varying dollar amounts (large or small). The outcome of the choice (i.e., win or loss) was revealed after the choice was made. Additionally, participants were shown whether the non-chosen card would have been a win or a loss. In the "simple response task", participants were presented with five cues (large win, large loss, small win, small loss or zero) that labelled the trial as either a potential win, a potential loss or no change. Following the cue, a target appeared on the screen and the participant's task was to press the response key while the target was still visible. A success led to a win (gain in money) or no loss (no change) depending on the cue. Thirty participants completed both tasks; afterwards they filled out a set of questionnaires measuring personality and other individual differences relating to risk-taking behaviour. The results of both tasks showed that ERP components can differentiate between the valence and magnitude of reward-related stimuli, although no single component was uniquely related to either of the characteristics as previous suggested in the literature. Additionally, the context of the stimulus presentation (e.g., the task structure, condition within the task) affected the relationships between the ERP components and stimulus characteristics.

Functional analysis and treatment of OCD-related behaviour in a child with Autism Spectrum Disorder

Research indicates that Obsessive-Compulsive Disorder (OCD; DSM-IV-TR, American Psychiatric Association, 2000) is the second most frequent disorder to coincide with Autism Spectrum Disorder (ASD; Leyfer et aI., 2006). Excessive collecting and hoarding are also frequently reported in children with ASD (Berjerot, 2007). Although functional analysis (Iwata, Dorsey, Slifer, Bauman, & Richman, 1982/1994) has successfully identified maintaining variables for repetitive behaviours such as of bizarre vocalizations (e.g., Wilder, Masuda, O'Connor, & Baham, 2001), tics (e.g., Scotti, Schulman, & Hojnacki, 1994), and habit disorders (e.g., Woods & Miltenberger, 1996), extant literature ofOCD and functional analysis methodology is scarce (May et aI., 2008). The current studies utilized functional analysis methodology to identify the types of operant functions associated with the OCD-related hoarding behaviour of a child with ASD and examined the efficacy of function-based intervention. Results supported hypotheses of automatic and socially mediated positive reinforcement. A corresponding function-based treatment plan incorporated antecedent strategies and differential reinforcement (Deitz, 1977; Lindberg, Iwata, Kahng, and DeLeon, 1999; Reynolds, 1961). Reductions in problem behaviour were evidenced through use of a multiple baseline across behaviours design and maintained during two-month follow-up. Decreases in symptom severity were also discerned through subjective measures of treatment effectiveness.

Exploring the Therapeutic Alliance in Cognitive-Behavior Therapy with Children with Autism Spectrum Disorder: An Interpretative Phenomenological Approach

Abstract The therapeutic alliance (TA) is the most studied process of adult psychotherapeutic change (Zack et al., 2007) and has been found to have a moderate but robust relationship with therapeutic outcome regardless of treatment modality (Horvath, 2001). The TA is loosely described as the extent to which the therapist and the participant connect emotionally and work together towards goals. Conceptualizations of the TA with children have relied on adult models, even though it is widely acknowledged that the pediatric population will rarely willingly commit to therapy, nor readily admit to any challenges that they may be experiencing (Keeley, Geffken, McNamara & Storch, 2011). For children with Autism Spectrum Disorder (ASD) the therapeutic alliance may require an even greater retheorizing considering the communicative and social difficulties of this particular population. Despite this need, research on children with ASD and the therapeutic TA is almost non-existent. In this qualitative study, transcripts from semi-structured interviews with mothers of children with ASD were analyzed using Interpretative Phenomenological Analysis (IPA). IPA closely examines how individual people make sense of their life experiences using a theme-by-theme approach. The three interviewees were mothers whose children were participants in a nine-week Cognitive Behaviour Therapy (CBT) group for obsessive-compulsive behaviours (OCB). A total of four superordinate themes were identified: (i) Centralization and disremembering the TA, (ii) Qualities of the therapist, (iii) TA and the importance of time, and (iv) Signs of a healthy TA. The mothers’ perspectives on the TA suggest that, for them and their children, a strong TA was a required component of the therapy. Implications for clinicians and researchers are discussed.

Top-down and Bottom-up influences on ACC activation: Evaluation of a proposed model of the feedback-related negativity

The Feedback-Related Negativity (FRN) is thought to reflect the dopaminergic prediction error signal from the subcortical areas to the ACC (i.e., a bottom-up signal). Two studies were conducted in order to test a new model of FRN generation, which includes direct modulating influences of medial PFC (i.e., top-down signals) on the ACC at the time of the FRN. Study 1 examined the effects of one’s sense of control (top-down) and of informative cues (bottom-up) on the FRN measures. In Study 2, sense of control and instruction-based (top-down) and probability-based expectations (bottom-up) were manipulated to test the proposed model. The results suggest that any influences of medial PFC on the activity of the ACC that occur in the context of incentive tasks are not direct. The FRN was shown to be sensitive to salient stimulus characteristics. The results of this dissertation partially support the reinforcement learning theory, in that the FRN is a marker for prediction error signal from subcortical areas. However, the pattern of results outlined here suggests that prediction errors are based on salient stimulus characteristics and are not reward specific. A second goal of this dissertation was to examine whether ACC activity, measured through the FRN, is altered in individuals at-risk for problem-gambling behaviour (PG). Individuals in this group were more sensitive to the valence of the outcome in a gambling task compared to not at-risk individuals, suggesting that gambling contexts increase the sensitivity of the reward system to valence of the outcome in individuals at risk for PG. Furthermore, at-risk participants showed an increased sensitivity to reward characteristics and a decreased response to loss outcomes. This contrasts with those not at risk whose FRNs were sensitive to losses. As the results did not replicate previous research showing attenuated FRNs in pathological gamblers, it is likely that the size and time of the FRN does not change gradually with increasing risk of maladaptive behaviour. Instead, changes in ACC activity reflected by the FRN in general can be observed only after behaviour becomes clinically maladaptive or through comparison between different types of gain/loss outcomes.

Social competence following mild head injury and moderate traumatic brain injury: Investigating the neuropsychological relationships between arousal, social decision-making and depression

Client-directed long-term rehabilitative goals and life satisfaction following head injury emphasize the importance of social inclusion, rather than cognitive or physical, outcomes. However, very little research has explored the socio-emotional factors that pose as barriers to social reintegration following injury. This study investigates social barriers following head injury (i.e., decision-making - Iowa Gambling Task [IGT] and mood – depression) and possible amelioration of those challenges (through treatment) in both highly functioning university students with and without mild head injury (MHI) and in individuals with moderate traumatic brain injury (TBI). An arousal manipulation using emotionally evocative stimuli was introduced to manipulate the subject’s physiological arousal state. Seventy-five university students (37.6% reporting a MHI) and 11 patients with documented moderate TBI were recruited to participate in this quasi-experimental study. Those with head injury were found to be physiologically underaroused (on measures of electrodermal activation [EDA] and pulse) and were less sensitive to the negative effects of punishment (i.e., losses) in the gambling task than those without head injury, with greater impairment being observed for the moderate TBI group. The arousal manipulation, while effective, was not able to maintain a higher state of arousal in the injury groups across trials (i.e., their arousal state returned to pre-manipulation levels more quickly than their non-injured cohort), and, subsequently, a performance improvement was not observed on the IGT. Lastly, head injury was found to contribute to the relationship between IGT performance and depressive symptom acknowledgment and mood status in persons with head injury. This study indicates the possible important role of physiological arousal on socio- emotional behaviours (decision-making, mood) in persons with even mild, non-complicated head injuries and across the injury severity continuum.

A Profile of Gamblers

This Study Presents Both a Comprehensive Survey Jof the Empirical Literature on Gambling and Our Most Recent Research Based on Data Provided by Both Loto-Quebec and Statistics Canada. in Spite of All the Excitement Surrounding the Subject, the Typical Gambler Emerges with the Relatively Boring Image of a Regular, Relatively Lower Paid Blue Or White Collar Worker, Whose Career Stalled, Who Is Relatively Older and Has More Children Than the Rest of the Population. But He Is Not Criminal and Does Not Spend Recklessly. the Game Gives Him Hope, Type of Hope That No Other Existing Spending Opportunities Can Provide. the Study Also Reveals That People Do Not Tell the Truth About Their Spendings on Games of Chance.

Expenditures on Lotteries: What Do People Say and Wht They Do? a Econometric Analysis.

Underdeclarations Are Typical When Alcohol, Tobacco and Gambling Consumptions Are Questioned in Surveys. Recent Surveys on Expenditures on Lotteries Have Similar Problems: the Declared Expenditures Equal Between 60 to 65 Percent of the Revenues of the Various State-Run Lottery Entreprises. by Using the Relatively Accurate Data on the Revenue Side of This Industry One Can Deal with the Problem of Underdeclarations of Consumption Patterns in Suveys and Obtain Better Income Elasticity Estimates. the Statistical Analysis Permits to Test Specific Hypotheses on a Lottery Model Developed by Brenner, and Suggests Broader Implications Both for Future Econometric Analysis and the Confidence One Gives to Elasticity Estimates Derived From Aggregate Sectorial Data for All Consumption Expenditures.

Mesure clinique des conduites addictives

Objectifs : Ce mémoire propose de répertorier par une revue systématique les instruments de mesure clinique des conduites addictives établies et émergentes; de les comparer au moyen d’une grille d’analyse afin de de déterminer si ces conduites sont cohésives au plan conceptuel. Méthode : La stratégie analytique employée s’est déroulée en trois étapes : 1) Via les moteurs de recherche Pubmed, Psychinfo, HAPI et Embase, nous avons cherché, pour l’ensemble des conduites addictives, les questionnaires ayant fait l’objet d’une étude de validation interne au plan psychométrique. 2) Une grille d’analyse a été développée et validée, couvrant 21 paramètres tirés de 4 catégories conceptuelles : les critères diagnostiques de dépendance (DSM-IVTR), le tempérament (Cloninger et Zuckerman), le processus de production du handicap social (Fougeyrollas) et une grille d’analyse cognitivo-comportementale (Beck). 3) tous les instruments ont été analysés et comparés au moyen de cette grille qui a été développée est validée par un accord inter-juge élevé. Résultats : Nous avons répertorié 191 questionnaires répartis sur 21 conduites addictives. On constate que les conduites les plus prévalentes sont également celles pour lesquelles on retrouve le plus grand nombre de questionnaires. Les catégories que les questionnaires évaluent le plus sont celles des critères de la dépendance et l’analyse cognitivo-comportementale, les catégories beaucoup moins bien représentées étant celles du tempérament et du processus de production du handicap social. On note des tendances semblables pour les paramètres entre les questionnaires portant sur la toxicomanie et ceux portant sur les addictions sans drogues. Conclusion : Ce mémoire confirme une cohésion clinique dans la mesure des addictions, tel que déterminé par une grille validée appliquée sur un ensemble exhaustif de questionnaires répertoriés par une revue systématique.

Évaluation gastro-intestinale chez des chiens présentant un comportement de léchage excessif de surface

L’objectif de cette étude était de démontrer que le léchage excessif de surface (LES) chez le chien représente un signe clinique d’un trouble digestif sous-jacent plutôt qu’un trouble obsessionnel compulsif. Vingt chiens présentés pour LES (groupe L) ont été divisés en 2 sous-groupes de 10 chiens chacun : L0, sans, et LD, avec des signes cliniques digestifs concomitants. Dix chiens en santé ont été assignés à un groupe contrôle (groupe C). Une évaluation comportementale complète, un examen physique et neurologique ont été réalisés avant un bilan diagnostic gastro-intestinal (GI) complet (hématologie, biochimie, analyse urinaire, mesure des acides biliaires pré et post-prandiaux et de l’immunoréactivité spécifique de la lipase pancréatique canine, flottaison fécale au sulfate de zinc, culture de selles, échographie abdominale et endoscopie GI haute avec prise de biopsies). En fonction des résultats, un interniste recommandait un traitement approprié. Les chiens étaient suivis pendant 90 jours durant lesquels le comportement de léchage était enregistré. Des troubles GI ont été identifiés chez 14/20 chiens du groupe L. Ces troubles GI sous-jacents incluaient une infiltration éosinophilique du tractus GI, une infiltration lymphoplasmocytaire du tractus GI, un retard de vidange gastrique, un syndrome du côlon irritable, une pancréatite chronique, un corps étranger gastrique et une giardiose. Une amélioration >50% en fréquence ou en durée par rapport au comportement de léchage initial a été observée chez une majorité de chiens (56%). La moitié des chiens ont complètement cessé le LES. En dehors du LES, il n’y avait pas de différence significative de comportement (p.ex. anxiété), entre les chiens L et les chiens C. Les troubles GI doivent être considérés dans le diagnostic différentiel du LES chez le chien.

La dynamique de la déviance : comparaison entre les trajectoires de vie de délinquants et de joueurs excessifs

Cette thèse de doctorat explore les trajectoires de deux types de déviance, celle de joueurs excessifs (N=100) et celle de délinquants (N=172). Le questionnaire utilisé dans chacun des cas possède un important volet destiné à recueillir des renseignements de manière chronologique par différentes thématiques; la méthode des calendriers d’histoire de vie. L’intérêt d’une analyse de calendrier est qu’elle permet de tenir compte des changements ponctuels de comportement et d’évaluer les effets à court terme de la prise en charge des sujets au cours de leur carrière déviante. La démonstration se base sur trois dimensions des trajectoires : l’intensité de l’engagement, les épisodes d’abstinence volontaire et les épisodes de rechutes. Le résultat majeur de ma thèse montre que les circonstances de vie (facteurs dynamiques) rendent bien compte des dimensions des trajectoires alors que les caractéristiques des individus (facteurs fixes ou statiques) ont souvent très peu de force explicative. Une analyse attentive des effets indirects montre la pertinence de continuer à s’intéresser à ces facteurs. En effet, l’impact des caractéristiques dynamiques est souvent conditionnel à certaines variables statiques. Aucune étude, tant américaine que canadienne, ne s’est penchée sur la dynamique des trajectoires de joueurs excessifs. Le troisième chapitre examine les fluctuations mensuelles des sommes englouties dans les jeux de hasard et d’argent. On s’efforce de comprendre ce qui incite les joueurs à dépenser davantage certains mois et moins à d’autres. Une attention particulière est aussi consacrée aux mois où les joueurs cessent de participer aux jeux de hasard et d’argent et aux facteurs qui favorisent cette abstinence provisoire. Le quatrième chapitre se concentre sur les trajectoires de délinquants. Dans ce cas-ci, la performance criminelle, les revenus illégaux mensuels, mesure l’intensité de l’engagement criminel. On s’intéresse dans ce chapitre aux conditions régissant à la fois les épisodes de réussite criminelle et les épisodes concomitants de désistement temporaire. Les mesures « officielles » de récidive (nouvelle condamnation, nouvelle entrée en thérapie) présentent un problème de chiffre noir (les rechutes effectives sont plus nombreuses que les rechutes connues des autorités officielles). L’intérêt du chapitre cinq est de miser sur une analyse autorévélée des rechutes et du « moment » où ces rechutes se produisent. Le deuxième objectif de cette étude est de comparer les épisodes de rechutes dans ces deux trajectoires de déviance. La logique de ce chapitre suit celles des précédents, on s’intéresse à la dynamique qui entoure ces épisodes, on se demande si elle est similaire au sein des deux trajectoires déviantes.

Capacité en matière de prise de décisions chez des récidivistes de conduite avec capacités affaiblies par l’alcool

Thomas G. Brown, Ph.D., co-directeur de recherche