A multidisciplinary reference framework to support innovative design, implementation and assessment of chronic care models

Hoy en día, por primera vez en la historia, la mayor parte de la población podrá vivir hasta los sesenta años y más (United Nations, 2015). Sin embargo, todavía existe poca evidencia que demuestre que las personas mayores, estén viviendo con mejor salud que sus padres, a la misma edad, ya que la mayoría de los problemas de salud en edades avanzadas están asociados a las enfermedades crónicas (WHO, 2015). Los sistemas sanitarios de los países desarrollados funcionan adecuadamente cuando se trata del cuidado de enfermedades agudas, pero no son lo suficientemente eficaces en la gestión de las enfermedades crónicas. Durante la última década, se han realizado esfuerzos para mejorar esta gestión, por medio de la utilización de estrategias de prevención y de reenfoque de la provisión de los servicios de atención para la salud (Kane et al. 2005). Según una revisión sistemática de modelos de cuidado de salud, comisionada por el sistema nacional de salud Británico, pocos modelos han conceptualizado cuáles son los componentes que hay que utilizar para proporcionar un cuidado crónico efectivo, y estos componentes no han sido suficientemente estructurados y articulados. Por lo tanto, no hay suficiente evidencia sobre el impacto real de cualquier modelo existente en la actualidad (Ham, 2006). Las innovaciones podrían ayudar a conseguir mejores diagnósticos, tratamientos y gestión de pacientes crónicos, así como a dar soporte a los profesionales y a los pacientes en el cuidado. Sin embargo, la forma en las que estas innovaciones se proporcionan no es lo suficientemente eficiente, efectiva y amigable para el usuario. Para mejorar esto, hace falta crear equipos de trabajo y estrategias multidisciplinares. En conclusión, hacen falta actividades que permitan conseguir que las innovaciones sean utilizadas en los sistemas de salud que quieren mejorar la gestión del cuidado crónico, para que sea posible: 1) traducir la “atención sanitaria basada en la evidencia” en “conocimiento factible”; 2) hacer frente a la complejidad de la atención sanitaria a través de una investigación multidisciplinaria; 3) identificar una aproximación sistemática para que se establezcan intervenciones innovadoras en el cuidado de salud. El marco de referencia desarrollado en este trabajo de investigación es un intento de aportar estas mejoras. Las siguientes hipótesis han sido propuestas: Hipótesis 1: es posible definir un proceso de traducción que convierta un modelo de cuidado crónico en una descripción estructurada de objetivos, requisitos e indicadores clave de rendimiento. Hipótesis 2: el proceso de traducción, si se ejecuta a través de elementos basados en la evidencia, multidisciplinares y de orientación económica, puede convertir un modelo de cuidado crónico en un marco descriptivo, que define el ciclo de vida de soluciones innovadoras para el cuidado de enfermedades crónicas. Hipótesis 3: es posible definir un método para evaluar procesos, resultados y capacidad de desarrollar habilidades, y asistir equipos multidisciplinares en la creación de soluciones innovadoras para el cuidado crónico. Hipótesis 4: es posible dar soporte al desarrollo de soluciones innovadoras para el cuidado crónico a través de un marco de referencia y conseguir efectos positivos, medidos en indicadores clave de rendimiento. Para verificar las hipótesis, se ha definido una aproximación metodológica compuesta de cuatro Fases, cada una asociada a una hipótesis. Antes de esto, se ha llevado a cabo una “Fase 0”, donde se han analizado los antecedentes sobre el problema (i.e. adopción sistemática de la innovación en el cuidado crónico) desde una perspectiva multi-dominio y multi-disciplinar. Durante la fase 1, se ha desarrollado un Proceso de Traducción del Conocimiento, elaborado a partir del JBI Joanna Briggs Institute (JBI) model of evidence-based healthcare (Pearson, 2005), y sobre el cual se han definido cuatro Bloques de Innovación. Estos bloques consisten en una descripción de elementos innovadores, definidos en la fase 0, que han sido añadidos a los cuatros elementos que componen el modelo JBI. El trabajo llevado a cabo en esta fase ha servido también para definir los materiales que el proceso de traducción tiene que ejecutar. La traducción que se ha llevado a cabo en la fase 2, y que traduce la mejor evidencia disponible de cuidado crónico en acción: resultado de este proceso de traducción es la parte descriptiva del marco de referencia, que consiste en una descripción de un modelo de cuidado crónico (se ha elegido el Chronic Care Model, Wagner, 1996) en términos de objetivos, especificaciones e indicadores clave de rendimiento y organizada en tres ciclos de innovación (diseño, implementación y evaluación). Este resultado ha permitido verificar la segunda hipótesis. Durante la fase 3, para demostrar la tercera hipótesis, se ha desarrollado un método-mixto de evaluación de equipos multidisciplinares que trabajan en innovaciones para el cuidado crónico. Este método se ha creado a partir del método mixto usado para la evaluación de equipo multidisciplinares translacionales (Wooden, 2013). El método creado añade una dimensión procedural al marco. El resultado de esta fase consiste, por lo tanto, en una primera versión del marco de referencia, lista para ser experimentada. En la fase 4, se ha validado el marco a través de un caso de estudio multinivel y con técnicas de observación-participante como método de recolección de datos. Como caso de estudio se han elegido las actividades de investigación que el grupo de investigación LifeStech ha desarrollado desde el 2008 para mejorar la gestión de la diabetes, actividades realizadas en un contexto internacional. Los resultados demuestran que el marco ha permitido mejorar las actividades de trabajo en distintos niveles: 1) la calidad y cantidad de las publicaciones; 2) se han conseguido dos contratos de investigación sobre diabetes: el primero es un proyecto de investigación aplicada, el segundo es un proyecto financiado para acelerar las innovaciones en el mercado; 3) a través de los indicadores claves de rendimiento propuestos en el marco, una prueba de concepto de un prototipo desarrollado en un proyecto de investigación ha sido transformada en una evaluación temprana de una intervención eHealth para el manejo de la diabetes, que ha sido recientemente incluida en Repositorio de prácticas innovadoras del Partenariado de Innovación Europeo en Envejecimiento saludable y activo. La verificación de las 4 hipótesis ha permitido demonstrar la hipótesis principal de este trabajo de investigación: es posible contribuir a crear un puente entre la atención sanitaria y la innovación y, por lo tanto, mejorar la manera en que el cuidado crónico sea procurado en los sistemas sanitarios. ABSTRACT Nowadays, for the first time in history, most people can expect to live into their sixties and beyond (United Nations, 2015). However, little evidence suggests that older people are experiencing better health than their parents, and most of the health problems of older age are linked to Chronic Diseases (WHO, 2015). The established health care systems in developed countries are well suited to the treatment of acute diseases but are mostly inadequate for dealing with CDs. Healthcare systems are challenging the burden of chronic diseases by putting more emphasis on the prevention of disease and by looking for new ways to reorient the provision of care (Kane et al., 2005). According to an evidence-based review commissioned by the British NHS Institute, few models have conceptualized effective components of care for CDs and these components have been not structured and articulated. “Consequently, there is limited evidence about the real impact of any of the existing models” (Ham, 2006). Innovations could support to achieve better diagnosis, treatment and management for patients across the continuum of care, by supporting health professionals and empowering patients to take responsibility. However, the way they are delivered is not sufficiently efficient, effective and consumer friendly. The improvement of innovation delivery, involves the creation of multidisciplinary research teams and taskforces, rather than just working teams. There are several actions to improve the adoption of innovations from healthcare systems that are tackling the epidemics of CDs: 1) Translate Evidence-Based Healthcare (EBH) into actionable knowledge; 2) Face the complexity of healthcare through multidisciplinary research; 3) Identify a systematic approach to support effective implementation of healthcare interventions through innovation. The framework proposed in this research work is an attempt to provide these improvements. The following hypotheses have been drafted: Hypothesis 1: it is possible to define a translation process to convert a model of chronic care into a structured description of goals, requirements and key performance indicators. Hypothesis 2: a translation process, if executed through evidence-based, multidisciplinary, holistic and business-oriented elements, can convert a model of chronic care in a descriptive framework, which defines the whole development cycle of innovative solutions for chronic disease management. Hypothesis 3: it is possible to design a method to evaluate processes, outcomes and skill acquisition capacities, and assist multidisciplinary research teams in the creation of innovative solutions for chronic disease management. Hypothesis 4: it is possible to assist the development of innovative solutions for chronic disease management through a reference framework and produce positive effects, measured through key performance indicators. In order to verify the hypotheses, a methodological approach, composed of four Phases that correspond to each one of the stated hypothesis, was defined. Prior to this, a “Phase 0”, consisting in a multi-domain and multi-disciplinary background analysis of the problem (i.e.: systematic adoption of innovation to chronic care), was carried out. During phase 1, in order to verify the first hypothesis, a Knowledge Translation Process (KTP) was developed, starting from the JBI Joanna Briggs Institute (JBI) model of evidence-based healthcare was used (Pearson, 2005) and adding Four Innovation Blocks. These blocks represent an enriched description, added to the JBI model, to accelerate the transformation of evidence-healthcare through innovation; the innovation blocks are built on top of the conclusions drawn after Phase 0. The background analysis gave also indication on the materials and methods to be used for the execution of the KTP, carried out during phase 2, that translates the actual best available evidence for chronic care into action: this resulted in a descriptive Framework, which is a description of a model of chronic care (the Chronic Care Model was chosen, Wagner, 1996) in terms of goals, specified requirements and Key Performance Indicators, and articulated in the three development cycles of innovation (i.e. design, implementation and evaluation). Thanks to this result the second hypothesis was verified. During phase 3, in order to verify the third hypothesis, a mixed-method to evaluate multidisciplinary teams working on innovations for chronic care, was created, based on a mixed-method used for the evaluation of Multidisciplinary Translational Teams (Wooden, 2013). This method adds a procedural dimension to the descriptive component of the Framework, The result of this phase consisted in a draft version of the framework, ready to be tested in a real scenario. During phase 4, a single and multilevel case study, with participant-observation data collection, was carried out, in order to have a complete but at the same time multi-sectorial evaluation of the framework. The activities that the LifeStech research group carried out since 2008 to improve the management of diabetes have been selected as case study. The results achieved showed that the framework allowed to improve the research activities in different directions: the quality and quantity of the research publications that LifeStech has issued, have increased substantially; 2 project grants to improve the management of diabetes, have been assigned: the first is a grant funding applied research while the second is about accelerating innovations into the market; by using the assessment KPIs of the framework, the proof of concept validation of a prototype developed in a research project was transformed into an early stage assessment of innovative eHealth intervention for Diabetes Management, which has been recently included in the repository of innovative practice of the European Innovation Partnership on Active and Health Ageing initiative. The verification of the 4 hypotheses lead to verify the main hypothesis of this research work: it is possible to contribute to bridge the gap between healthcare and innovation and, in turn, improve the way chronic care is delivered by healthcare systems.

Prospecção do futuro nas empresas: uma proposta de modelo para integração entre o estudo do futuro e a estratégia empresarial

Esta tese buscou estudar a integração entre a prospecção do futuro e projetos dentro do escopo da estratégia. Decisões envolvendo projetos no âmbito da estratégia das organizações são para horizontes de tempo de médio ou longo prazo. Nessa situação, gestores precisam lidar com incertezas de futuro, e para isso podem recorrer às metodologias de prospecção do futuro. O estudo do futuro é atividade complexa, pela abrangência de temas a serem considerados, contudo, é provável que gestores pratiquem essa atividade devido à responsabilidade assumida por suas decisões. A prática de metodologia prospectiva gera resultados, e estes podem contribuir nas decisões em projetos estratégicos. A literatura de estudos do futuro contém recomendações sobre como praticar metodologia prospectiva, porém aborda menos a utilização dos resultados de estudos prospectivos e a sua contribuição para a estratégia empresarial. Ela se concentra mais nos processos de desenvolvimento dos projetos de prospecção para se chegar aos resultados. Dessa forma, esta tese visou ao estudo da utilização dos resultados da prospecção nas decisões de projetos no âmbito da estratégia empresarial. Os fenômenos estudados envolvem a transição entre a prática da prospecção do futuro, a consequente disponibilidade de seus resultados e a contribuição dos mesmos nos processos de análise prospectiva para suporte a decisões. O objetivo geral da tese é a proposta de um modelo que contribua nessa transição. A metodologia utilizada foi mista - quantitativa e qualitativa - desenvolvida por meio de survey e entrevistas, e a abordagem utilizada foi exploratória e descritiva. Os resultados indicam haver limitações na integração entre prospecção do futuro e estratégia empresarial. Foi identificado que a prospecção do futuro é considerada importante pelos gestores participantes da pesquisa. Em contraste, a transição para a sua prática, passando pela disponibilidade de seus resultados, e a posterior utilização deles em processos de suporte à tomada de decisões em projetos estratégicos, apresenta limitações. Os resultados indicam que, apesar da importância da atividade de prospecção, gestores avaliam que ela é praticada em um nível mais baixo, e ao final a contribuição de seus resultados é avaliada em nível ainda mais baixo. Isso é mais evidente nas empresas de menor quantidade de funcionários, menor faturamento, de capital fechado ou limitado, sendo que nessas empresas a prospecção é para horizonte de tempo mais curto. Já gestores de empresas com maior quantidade de funcionários, maior faturamento e de capital aberto lidam melhor com a prospecção do futuro, sendo que estudam seus projetos estratégicos em horizonte de tempo mais longo. Observou-se que as principais limitações identificadas estão relacionadas com o conhecimento das metodologias de prospecção do futuro, e isso limita principalmente a identificação de temas importantes a serem estudados e monitorados acerca do futuro, configurando-se como lacunas de análise prospectiva ou pontos cegos. Por decorrência disso, a contribuição da prospecção na estratégia empresarial sofre limitações. Conclui-se, portanto, que a integração entre prospecção do futuro e a estratégia empresarial poderia ser facilitada por meio do uso de um modelo de suporte, voltado para: (1) reduzir a possibilidade de lacunas de análise prospectiva; e (2) suportar a avaliação: da prática da prospecção do futuro, do uso dos seus resultados nas decisões, e finalmente da aplicação da expertise sobre prospecção do futuro na empresa. Os resultados confirmam que o modelo proposto contribuiria na integração da prospecção do futuro com a estratégia empresarial.

Developing Emotional Security Among Children Who Have Been Adopted

This study investigated the development of emotional security among 6-10 year old children who have been adopted by exposing them to an experimental condition during which they could engage with either a live dog or a robotic dog. The live dog was a certified therapy dog; the robotic dog was a FurReal® toy marketed by Hasbro as "Biscuit." Utilizing a mixed-method embedded experimental design, the experimental condition was intentionally structured to promote engagement between the participant and the dog or robot. 43 children who had been adopted from the child welfare system were randomly assigned to one of two groups. One group was exposed to a therapy dog (n=22), while another was exposed to the social robotic dog (n=21). The development of emotional security was targeted for measurement in this study using the "Reading the Mind in the Eyes Test," a test of social understanding that has been linked in the literature to oxytocin- a hormone premised to be a marker of the development of emotional security. Physiological anxiety was also measured as an indicator of emotional security using the Revised Child Manifest Anxiety Scale-2 (RCMAS-2). Both measures were administered before and after exposure to the experimental condition. A linear mixed-effect regression analysis showed that for boys only, there was a significant effect of engagement with either companion on social understanding (p<.01). Social understanding decreased as engagement increased. A second model indicated that for boys only, their history of animal cruelty had a significant effect on physiological anxiety (p<.05). If boys had an animal cruelty history, their anxiety was reduced after the exposure to either the dog or robot. Interpretations of the findings suggest that there are differences among children who have been adopted and have a history of animal cruelty that differentially influences their development of emotional security. Social work interventions designed for practice with children who have been adopted will need to assess the presence of these variations and develop appropriate treatment protocols.

Mental Health Effects of Equine Therapy with Children

This study examined the effects of eight weekly lessons of therapeutic horseback riding (THR) on five children between the ages of 6 and 12 years who displayed behavioral issues, mood disturbance, relationship issues, or other mental health disorders. All of the children's parents/caregivers completed the Child Behavior Checklist for Ages 6-18 at the onset of the lessons and at the conclusion of the lessons. The children did not show any significant improvement on the Internalizing, Externalizing, Total Problems scales or the syndrome scales. However, comparisons between the pre-test and post-test scores on the Behavior scale and the Externalizing scale showed positive trends which warrant further study. The lack of significance in the data suggests that a greater participant population or a mixed method study using a combination of quantitative and qualitative strategies may yield more conclusive results.

Development of The Readiness To Teach Online Scale

Despite the growing importance of online education, faculty acceptance has remained unchanged. Training programs developed for faculty to teach online have often focused on assessing their cognitive rather than affective and behavioral outcomes. The Readiness To Teach Online scale was developed as part of a multiphase mixed method research project to measure faculty perceptions and motivations toward teaching online. Items in the subcategory Teaching and Learning measured perceptions of technology and online teaching, and motivations regarding resources and other external factors. Items in the subcategories Social and Student Engagement, Faculty and Technology Support, Course Development and Instructional Design, and Evaluation and Assessment collected baseline data for current practices. The pilot study of this scale demonstrated strong internal consistency reliability estimates and support for validity, showing moderately to highly correlated significant relationships between faculty perceptions and motivation to teach online; both perception and motivation constructs were moderately to highly correlated with Social and Student Engagement.

Certificación medioambiental, competitividad y resultado empresarial: un estudio híbrido en el sector hotelero

La Responsabilidad Social en general, y la Gestión Medioambiental en particular, pueden influir sobre el resultado y la competitividad de las empresas. El objetivo principal de este trabajo es analizar la relación entre certificación medioambiental, rendimiento medioambiental, competitividad y resultado empresarial en el sector hotelero español. Además, también se analizan y comparan los niveles alcanzados de proactividad medioambiental para el grupo de hoteles certificados y no certificados. El método de investigación utilizado es híbrido, combinando una parte cualitativa con otra cuantitativa. Los resultados indican que los hoteles que tienen certificado su sistema de Gestión Medioambiental alcanzan mayores niveles de resultado en términos de porcentaje de ocupación e ingresos por habitación disponible (RevPAR). Además, los hoteles certificados obtienen un mejor rendimiento medioambiental. Con relación a la ventaja competitiva, los hoteles certificados desarrollan una ventaja en diferenciación significativamente superior.

Concepciones de profesores de nivel medio superior sobre el uso de la historia de la matemática

En esta comunicación se presentan resultados de una investigación cuyo objeto fue analizar concepciones de profesores de matemáticas de nivel medio superior sobre la inclusión de la historia de la matemática en su práctica docente. Se usó un método mixto para la recogida y análisis de datos. Para detectar concepciones de los profesores, se elaboraron un cuestionario y una entrevista. Los resultados de su aplicación indican que la mayoría de los profesores del estudio no están habituados a considerar la historia de la matemática en su enseñanza; además sus concepciones sobre incluir este recurso están condicionadas por su visión del sistema educativo.

Analysis of physical and physiological requirements in soccer trainings in young soccer players (under -10 years)

The aim of this study is to analyse the physical and physiological factors in soccer training at different categories of training. The participants were 30 soccer players of 8-aside soccer in the under 10’s age group (9.93±0.25 years) who participated in the under 10 Provincial Tournament in Alicante. During training, the variables of covered distance, heart rate, speed (average and maximum values) as well as the methodology used and position were registered. After the statistical analysis and its related discussion, it was concluded that the players do not show differences in the covered total distance in relation to the category. Notwithstanding, there are differences with regards to speed and heart rate, which are caused by the greater physical development of the players in comparison to the under10’s age group category. Regarding the methodology employed, it is worth stressing that the coaches used, to a greater extend, the global method, followed by the mixed method.

Reto educativo : la incorporación de la perspectiva de género en los libros de texto : contrastes y semejanzas entre los manuales empleados en Castelo Branco, Portugal y Michoacán, México

El objetivo de este artículo es presentar los resultados del análisis de un conjunto de libros de texto con la finalidad de averiguar si las imágenes en ellos contenidas promueven los principios de igualdad y equidad de género. La muestra tomada para el estudio se compone de un total de seis manuales del curso escolar 2010/2011, tres de Michoacán, México, y tres de Castelo Branco, Portugal, correspondientes a las asignaturas de ciencias, lengua y geografía. Se utilizaron estratégias metodológicas mixtas, debido a que el empleo de métodos de corte cuantitativo y de corte cualitativo nos ofrece la posibilidad de elaborar un análisis que, además de contrastar los datos obtenidos, profundiza sobre la temática abordada. Los resultados obtenidos indican que los y las adolescentes no disponen, en los manuales examinados, de referentes suficientes que les permitan romper/ deconstruir los estereotipos de género tradicionalmente atribuidos a uno y otro sexo. Tanto las ilustraciones como el contenido de las mismas muestran mayoritariamente a mujeres desempeñando papeles psicosociales relacionados con el cuidado de los otros/as, mientras que los hombres aparecen casi siempre realizando trabajos remunerados y de prestigio (científicos, gobernantes). En las conclusiones de este artículo se cuestiona la presencia del sexismo en los libros de texto, con la intención de incorporar la perspectiva de género a los manuales didácticos, lo que permitiría transmitir al alumnado patrones de comportamiento y modelos que se ajusten a una realidad social regida por la igualdad y la justicia.

The Financialization of Food: An Inquiry into the 2008-2011 Food Price Spikes

This dissertation investigates the question: has financial speculation contributed to global food price volatility since the mid 2000s? I problematize the mainstream academic literature on the 2008-2011 food price spikes as being dominated by neoclassical economic perspectives and offer new conceptual and empirical insights into the relationship between financial speculation and food. Presented in three journal style manuscripts, manuscript one uses circuits of capital to conceptualize the link between financial speculators in the global north and populations in the global south. Manuscript two argues that what makes commodity index speculation (aka ‘index funds’ or index swaps) novel is that it provides institutional investors with what Clapp (2014) calls “financial distance” from the biopolitical implications of food speculation. Finally, manuscript three combines Gramsci’s concepts of hegemony and ‘the intellectual’ with the concept of performativity to investigate the ideological role that public intellectuals and the rhetorical actor the market play in the proliferation and governance of commodity index speculation. The first two manuscripts take an empirically mixed method approach by combining regression analysis with discourse analysis, while the third relies on interview data and discourse analysis. The findings show that financial speculation by index swap dealers and hedge funds did indeed significantly contribute to the price volatility of food commodities between June 2006 and December 2014. The results from the interview data affirm these findings. The discourse analysis of the interview data shows that public intellectuals and rhetorical characters such as ‘the market’ play powerful roles in shaping how food speculation is promoted, regulated and normalized. The significance of the findings is three-fold. First, the empirical findings show that a link does exist between financial speculation and food price volatility. Second, the findings indicate that the post-2008 CFTC and the Dodd-Frank reforms are unlikely to reduce financial speculation or the price volatility that it causes. Third, the findings suggest that institutional investors (such as pension funds) should think critically about how they use commodity index speculation as a way of generating financial earnings.

Farewell to the Welfare : On the role of chronic stress in lifestyle migration

While studies concerned with migration and the welfare, or migration and stress, have been focusing on either notions of a welfare-magnet or issues related to PTSDs, representing an overt research focus on migration from poorer to richer nations, none have explored the possible role of chronic stress as an underlying trigger for wishing to escape the welfare society. This study explores just this, elaborating upon the lifestyle-concept. Using the latest financial crisis as a theoretical turning point, a comparative case study was performed with Swedish migrant entrepreneurs in Costa del Sol, as compared to previously performed studies from the area. Fourteen semi-structured interviews were carried out with different actors for the purpose of triangulation. Statistics were used for an elementary understanding, in a mixed method design. Analysis was performed on macro to micro scales, providing findings in line with previous research on lifestyle-migration. New findings however include a recognition of long-term exposure to stress as an underlying trigger for wishing to escape the welfare-society, as well as the perception of the holiday-destination as the antithesis to stress making it the preferred choice for relocation. The paper concludes that if stress push people away from Sweden, it can be considered global in scope.

Complexity, conflict and uncertainty: Issues in collaboration between child protection and mental health services

This paper provides an analysis of data from a state-wide survey of statutory child protection workers, adult mental health workers, and child mental health workers. Respondents provided details of their experience of collaboration on cases where a parent had mental health problems and there were serious child protection concerns. The survey was conducted as part of a large mixed-method research project on developing best practice at the intersection of child protection and mental health services. Descriptions of 300 cases were provided by 122 respondents. Analyses revealed that a great deal of collaboration occur-red across a wide range of government and community-based agencies; that collaborative processes were often positive and rewarding for workers; and that collaboration was most difficult when the nature of the parental mental illness or the need for child protection intervention was contested. The difficulties experienced included communication, role clarity, competing primary focus, contested parental mental health needs, contested child protection needs, and resources. (C) 2004 Elsevier Ltd. All rights reserved.

The dynamics of HRM systems in Indian BPO firms

This paper highlights the context within which business process outsourcing (BPO) has rapidly grown in India and the critical need to investigate the dynamics of human resource management (HRM) practices and systems in this sector. Using a mixed-method approach involving both in-depth interviews and self-completing questionnaires, we analyze the nature of HRM systems in BPO organizations operating in India. The analysis is based on a sample of 51 BPO companies, a majority of which are located near the capital of New Delhi. The results focus on the nature and structure of work and organization of Indian BPOs, as well as the strategic role played by HRM in such organizations. Furthermore, the findings highlight the way specific HRM practices such as recruitment, performance appraisal, training and development, and compensations are implemented. Our study suggests the existence of formal, structured, and rationalized HRM systems in Indian BPOs. A number of insights related to HRM policies and practices are shared by the HR managers interviewed shedding more light on the inner workings of the Indian BPO companies and their challenges. The analysis provides original and useful information to both academics and practitioners and opens avenues for future research on the nature of HRM systems and practices in the Indian BPO industry.

CSR and the "underserving":a role for the state, civil society and business?

Purpose – The purpose of this paper is to demonstrate how the conceptual lens of corporate social responsibility (CSR), business and civil society can be used to explore “less popular causes” (in this case, a community-based public sector empirical study of initiatives with offenders) and, in particular, respond to the question used by Walzer “In which society can lives be best led?” Design/methodology/approach – This is a formative and summative evaluation study of a National Offender Management “community payback” offender scheme based in the UK using a mixed method, predominantly qualitative approach that integrates theory and practice. Findings – The paper finds that citizenship actions of front-line public sector employees, working in partnership with other agencies in the community, embody the essence of Walzer's notion of CSR and civil society by going beyond the call of duty to provide additional training and moral support for the community offenders. Originality/value – The paper contributes towards an understanding of how CSR and civil society debates can inform wider aspects of public policy and business through its application to areas of society that are perceived to be “challenging” and “undeserving”.

Community accessibility of health information and the consequent impact for translation into community languages

This paper reports on a research project that investigated the accessibility of health information and the consequent impact for translation into community languages. This is a critical aspect of the mediation of intercultural and interlingual communication in the domain of public health information and yet very little research has been undertaken to address such issues. The project was carried out in collaboration with the New South Wales Multicultural Health Communication Service (MHCS), which provides advice and services to state-based health professionals aiming to communicate with non-English speaking communities. The research employed a mixed-method and action research based approach involving two phases. The primary focus of this paper is to discuss major quantitative findings from the first pilot phase, which indicated that there is much room to improve the way in which health information is written in English for effective community-wide communication within a multilingual society.