Service quality in alcohol treatment: a qualitative study

Resnick, SM ORCID: https://orcid.org/0000-0002-4471-7594 and Griffiths, MD ORCID: https://orcid.org/0000-0001-8880-6524, 2010. Service quality in alcohol treatment: a qualitative study. International Journal of Mental Health Addiction, 8 (3), pp. 453-470. ISSN 1557-1874

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Abstract

The objective of the study was to qualitatively evaluate the managerial and organisational issues associated with service quality in a privately funded alcohol treatment centre in the UK. Two different groups of participants at a private treatment clinic were interviewed. The first group comprised 25 of its patients. The second group comprised 15 staff members of the same clinic. All 40 interviews were transcribed and a thematic analysis was performed on the data to reveal the key themes. Six themes emerged from the interviews amongst patients and staff of the treatment clinic. The six themes were: (1) the fellowship of patients, (2) professionalism, (3) process and measurement, (4) incarceration, (5) empathy gap, and (6) access to treatment. Findings suggested there was a strong emphasis on management of the service delivery with established quality systems and performance measurement systems in place. The two service quality gaps, suggested by the research, were the rigid delivery of service and a lack of empathetic relationships with patients. Furthermore, by evaluating the service quality delivery from the service user’s perspective, a voice was given to a group of patients, who in research terms have gone largely unheard.

Item Type:	Journal article
Publication Title:	International Journal of Mental Health Addiction
Creators:	Resnick, S.M. and Griffiths, M.D.
Publisher:	Springer
Place of Publication:	New York
Date:	2010
Volume:	8
Number:	3
ISSN:	1557-1874
Divisions:	Schools > Nottingham Business School Schools > School of Social Sciences
Record created by:	EPrints Services
Date Added:	09 Oct 2015 10:01
Last Modified:	09 Jun 2017 13:16
URI:	https://irep.ntu.ac.uk/id/eprint/6416

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