An estimated 800,000 Canadian children are exposed to domestic violence in their homes every year. Families experiencing domestic violence use various community and government agencies along with the criminal and civil court systems. Unfortunately, collaboration between these agencies and the courts is described by professionals in Montreal as being problematic and strained. Elsewhere in Canada and the United States, some cities and communities have made progress in working through the complex obstacles inherent in the coordination of services in the area of domestic violence. This thesis will examine 14 inter-agency programs and coordinated models of intervention that have been initiated outside the province of Quebec to respond to the needs of children exposed to domestic violence. The history of these programs, their objectives and along with coordination mechanisms will be examined. A discussion regarding the implications of these findings for practice in regards to coordination of services in Montreal will also be presented.

In today's globalised market, quality and productivity are essential for the survival and growth of any organisation. For service companies, the encounters between customers and company employees are a critical component of this service quality. These factors depend on the successful attraction and retention of customers. The customer has therefore become the focus for any successful business. Business success depends on organisat ions understanding and meeting customers ' expectations and demands. This study measures the dimensions of service encounters as perceived by customers of Vodacom Lesotho. The current level of service encounter quality and satisfact ion is measured for Vodacom Lesotho customers who use the company's contact centres (popularly known as Vodashops). The study reveals that customers are very keen to be involved in service improvement programs . Empirical testing identified that although the quality of network coverage is not part of the service encounter, it is very important in the customer satisfaction with the service encounter . This study has developed the following recommendations that will ensure the improvement of service encounters at Vodacom Lesotho: • Vodacom Lesotho needs to involve customers in their service design processes . • Front-line employees should be hired on their abilities to perform customer service encounters and they should continuously receive relevant training . • Customers need to be educated about the services offered by Vodacom Lesotho. The results of this study have supported the objectives of this study and it can be concluded that Vodacom Lesotho needs to improve service quality to ensure customer satisfaction . / Thesis (MBA)-University of Natal, 2003.

With the several changes taking place in the retail, wholesale, manufacturing and academic sectors of pharmacy, the practice of pharmacy is becoming a challenging one in South Africa. As a result of this, it is important to prove to the government as well as to other health care professionals that pharmacy can do more than deliver a supply function. This would involve the pharmacist becoming more committed to the quality of service and value (irrespective of the sector), and in so doing raise the overall standard of the profession. This research involves a survey amongst 100 customers who live in the Pinetown area. It investigates service quality in a retail pharmacy by using the SERVQUAL instrument as a measuring tool. It involved assessing respondents expectations and perceptions of service quality in retail pharmacy. The respondents indicated that understanding patient needs, assurance, reliability, efficiency, tangibles, attention and staff presentation were important factors that they expected from service of any retail pharmacy. With respect to the service provided by Pinelands pharmacy, respondent perceptions of service quality included patient individualisation, pharmacy staff competence, efficiency, staff presentation and convenient operating hours, aesthetic appeal and a modern pharmacy. / Thesis (MBA)-University of Natal, Durban, 2003.

Introduction: Despite Colombia having adopted a health system based on an insurance market, Bogota in 2004, as part of a left-wing government (elected for first time in the city), decided to implement a Primary Health Care (PHC) strategy to improve quality of life, level of population health and reduce health inequities. The PHC strategy has been implemented through the HomeHealth program by three consecutive governments over the last eight years in the context of continuous political tension stemming from differences between national and district health policies. This thesis is an attempt to provide a better understanding of the overall experience of implementing a PHC strategy in the context of a market-oriented health care system. The research aimed to evaluate results of the PHC strategy through the intervention of the Home Health program and to identify factors that have enabled or limited the on-going PHC implementation process in Bogota. Methods: This study used a combination of quantitative and qualitative methods. A descriptive analysis was performed to assess direct results of the PHC strategy in terms of progress in the Home Health program coverage and increases in health personnel ratios reaching out to poor and vulnerable groups in Bogota. A cross sectional analysis was carried out to evaluate qualities of the delivery of PHC services through the attainment of PHC essential dimensions in the network of first-level public health care facilities. An ecological analysis was performed to estimate the contribution of the PHC strategy, through the Home Health program, to improve child health outcomes and to reduce health inequalities. A qualitative multiple case study was conducted to identify contextual factors that have enabled or limited the on-going PHC implementation process in Bogota. Results: The descriptive analysis showed a notable initial increase and rapid expansion in the development of the PHC strategy between 2004 and 2007, followed by a period of slower growth and stagnation between 2007 and 2010. The cross-sectional analysis suggested that the Home Health program could be helping to improve the performance of first-level public health care facilities. Ratings assigned to PHC dimensions by different participants pointed out the need to strengthen family focus, community orientation, financial resources distribution, and accessibility. The ecological analysis showed that localities with high PHC coverage had a lower risk of under-five mortality, infant mortality and acute malnutrition as well as a higher probability of being vaccinated than low PHC coverage localities. The belonging to a high-coverage locality was significantly associated with risk reductions of under-five mortality (13.8%) and infant mortality by pneumonia (37.5%) as well as increases in the probability of being vaccinated for DPT (4.9%). Concentration curves and concentration indices indicated inequality reductions in all child indicators betwen 2003 and 2007. In 2007 (period after implementation), the PHC strategy was associated with a reduction in the effect of the inequality that affected disadvantaged localities in under-five mortality (24%), infant mortality rate (19%), acute malnutrition (7%) and DPT vaccination coverage (20%). The main facilitators of the results achieved so far by the PHC strategy were all related to the commitment and good will of actors at different levels. Longterm political commitment, support by local mayors and hospital managers, organized communities historically active in the process of social participation, as well as extramural work carried out by community health workers and health care teams were highly valued. Barriers to the implementation included the structure of the national health system itself, lack of a stable funding source, unsatisfactory working conditions, lack of competencies among health workers regarding family focus and community orientation, and limited involvement of institutions outside the health sector in generating intersectoral responses and promoting community participation. Conclusion: Despite adverse contextual conditions and limitations imposed by the Colombian health system itself, Bogota’s initiative of a PHC strategy has helped to improve the performance of first-level public health care facilities in the essential dimensions of PHC and has also contributed to improvement of child health outcomes and reduction of health inequalities associated with socioeconomic and living conditions. Significant efforts are required to overcome the market approach of the national health system. Structural changes to social policies at the national and district level are needed if the PHC strategy is expected to achieve its full potential. Specific interventions must be designed to have well-trained and motivated human resources, as well as to establish available and stable financial resources for the PHC strategy.

Dryland-salinity management options aim to positively influence the adverse human-induced processes which lead to salinisation of top-soil. Specifically, the processes causing dryland-salinity are rising saline groundwater table and soil erosion. In the Avon region of Western Australia, the management options are evaluated solely on the basis of their efficiency in lowering groundwater tables. However, recently the need to take into account also their wider impact on the ecosystems' resilience has been recognised as well. Nevertheless, the tool to assess these impacts is missing. The aim of this thesis is to synthesise the missing tool from existing ecosystem services-based land-use evaluation frameworks, which would fit the environmental issue, regional socio-economic demands and the existing dryland salinity management options' efficiency evaluation framework. The thesis builds on secondary data and describes (i) the environmental issue of dryland salinity in Australia, (ii) the dryland salinity-environmental, economic, social and political environments of the Avon region, and (iii) five chosen evaluation frameworks which assess the impact of land-use on ecosystem resilience. The proposed optimal framework for the Avon region is then a combination of two existent frameworks: (i) ecosystem resilience evaluation framework & (ii) the ecosystem services economic valuation framework. Where the inputs of the proposed optimal framework are: (i) soil properties, (ii) external natural and anthropogenic drivers and (iii) beneficiaries; the transfer phase is represented by the soil processes; and the output of the framework are (i) ecosystem services and (ii) their economically valued benefits.

Michael E. Borus, C. Gregory Buntz, William R. Tash. / Bibliography: p. 129-147.

O perfil epidemiológico da população idosa brasileira evidencia um quadro de extensas perdas dentárias e problemas de saúde bucal. A fim de reverter este quadro, observa-se o desenvolvimento de diversas políticas públicas de saúde cujo objetivo está em garantir atenção integral à saúde da população idosa, com ênfase no envelhecimento saudável e ativo. Porém, no que diz respeito aos Serviços de Saúde Bucal, poucos estudos têm sido desenvolvidos na ambição de conhecer a satisfação deste grupo etário com tais serviços. O objetivo deste estudo foi investigar a associação entre a resiliência e a satisfação com os Serviços Odontológicos, levando em consideração variáveis exógenas, determinantes primários, comportamentos e condições de saúde. Investigou-se a hipótese de que a resiliência está associada à satisfação com os Serviços Odontológicos acessados pelos idosos. O lócus da pesquisa foi a gerência distrital Lomba-Partenon, em Porto Alegre – RS, onde 771 idosos foram identificados em seus domicílios por meio de amostragem por conglomerado. Os indivíduos responderam a um questionário sócio-demográfico e de comportamentos em saúde, à Escala de Resiliência e a questões relativas ao Serviço Odontológico acessado e à satisfação com o mesmo; além disso, foi realizado um breve exame bucal para contagem do número de dentes e identificação do uso de prótese dentária. Baseado em uma abordagem hierárquica realizada através de Regressão Logística Multivariada, as odds ratios estimadas das variáveis que ficaram significativamente associadas com o desfecho em estudo, satisfação com o Serviço Odontológico, após a análise totalmente ajustada, foram: 1) obtenção de consulta odontológica classificada como regular: OR= 1,85, 95% IC (1,10 a 3,12); 2) obtenção de consulta odontológica classificada como ruim: OR= 2,17, 95% IC (1,05 a 4,50) e 3) alto potencial de resiliência: OR= 0,60, 95% IC (0,37 a 0,97). Portanto, os resultados confirmam a hipótese de associação entre elevado potencial de resiliência e satisfação com os Serviços Odontológicos acessados por idosos. / The epidemiological profile of the elderly population shows a picture of extensive tooth loss and oral health problems. In order to reverse this situation, there is the development of various public health policies whose aim is to ensure comprehensive health care of the elderly population, with an emphasis on healthy aging and active. However, with regard to Dental Health Services, few studies have been developed to meet the satisfaction of this age group with such services. The objective of this study was to investigate the association between satisfaction with the resilience and Dental Services, taking into account exogenous variables, the primary determinants, behaviors and health conditions. It was investigated the hypothesis that resilience is associated with satisfaction with dental services accessed by older people. The locus of this research was the district management Lomba-Partenon, in Porto Alegre – RS, where 771 seniors were identified in their homes through cluster sampling. The subjects answered a questionnaire for socio-demographic and health behaviors, Resilience Scale and questions regarding the dental care accessed and satisfaction with it. In addition, there was a brief oral examination to count the number of teeth and identify the use of dental prosthesis. Based on a hierarchical approach performed by multivariate logistic regression, the estimated odds ratios of variables that were significantly associated with the outcome under study, satisfaction with dental care services, fully adjusted after analysis, where: 1) obtaining a dental visit classified as regular: OR= 1,85, 95% IC (1,10 a 3,12); 2) obtaining a dental visit classified as bad: OR= 2,17, 95% IC (1,05 a 4,50) and 3) high potential for resilience: OR= 0,60, 95% I C (0,37 a 0,97). Therefore, the results confirm the hypothesis of an association between high potential for resilience and satisfaction with dental services accessed by older people.

A HAS é uma doença crônica de grande magnitude no Brasil. O benefício da redução dos níveis de pressão arterial e a eficácia dos anti-hipertensivos estão bem estabelecidos, mas a taxa de controle da HAS está muito aquém do desejável. Autores contemporâneos demonstram que o cuidado das doenças crônicas não pode ser respondido de forma eficaz por sistemas de saúde voltados para doenças agudas e organizados de modo fragmentado. O objetivo deste estudo é avaliar o grau de acesso e a utilização dos serviços para tratamento de HAS em um município de médio porte e sua associação com o controle da HAS. Realizou-se estudo transversal com amostra aleatória de 300 pacientes cadastrados no HiperDia do III Distrito Sanitário de Angra dos Reis. Observou-se que mais de 80% da população entrevistada utiliza os serviços oferecidos pelo município para o tratamento da hipertensão arterial. Considerando-se os escores computados para componentes da APS segundo o PCA-Tool, que deu origem às perguntas de acessibilidade, aceitabilidade e cuidados, o escore total variou de 29 a 83 em uma escala de no máximo 96 pontos, com média de 56,7 ±13,6. Não houve diferença no escore total entre pacientes com PA controlada e não controlada (57,4 versus 56,1; P= 0,41). A taxa de pacientes com HAS controlada foi de 52,7% (IC95% 49,8-55,6). Porém, os 265 pacientes que relataram haver um serviço mais responsável pelo seu atendimento de saúde tiveram melhor taxa de controle da HAS (55,8% versus 31,4%; P=0,007). Dentre as variáveis preditoras – sexo, idade, comorbidades, renda, escolaridade, cor e modelo de unidade de saúde em que faz acompanhamento – apenas sexo feminino e a renda per capita maior associaram-se positivamente com o controle da pressão arterial. Na análise multivariada persistiu associação de controle da HAS com sexo, renda per capita e aceitabilidade, independentemente de idade. / Hypertension is a chronic disease of great magnitude in Brazil. The benefit of reducing blood pressure levels and the efficacy of antihypertensive drugs are well established, but the control rate of hypertension is far from desirable. Low compliance seems to be the main reason. However, care of chronic diseases cannot be answered effectively by health systems toward acute illness and organized so fragmented. In this study access to and use of services for the treatment of hypertension are focused as essential elements in order to determine the effectiveness in controlling hypertension. A cross-sectional study was conducted with 300 participants. The rate of patients with controlled hypertension was 52.7% ( 95% CI 49.8 to 55.6). However, the 265 patients who reported a service more responsible for their health care had better control rate of hypertension (55.8% versus 31.4%, P = 0.007). Considering the computed scores for components of APS according to the PCA-Tool, which gave rise to questions of accessibility, acceptability and care, the total score ranged from 29 to 83 in a range of up to 96 points, with an average of 56, 7 ± 13.6. There was no difference in total score between patients with controlled and uncontrolled BP (57.4 versus 56.1, P = 0.41). Among the predictor variables - age, sex, co-morbidities, income, education, color and model health unit that makes up - only female and per capita income were positively associated with blood pressure control. In multivariate analysis, controlled hypertension remained associated with female sex, higher per capita income and acceptability, regardless of age.

A HAS é uma doença crônica de grande magnitude no Brasil. O benefício da redução dos níveis de pressão arterial e a eficácia dos anti-hipertensivos estão bem estabelecidos, mas a taxa de controle da HAS está muito aquém do desejável. Autores contemporâneos demonstram que o cuidado das doenças crônicas não pode ser respondido de forma eficaz por sistemas de saúde voltados para doenças agudas e organizados de modo fragmentado. O objetivo deste estudo é avaliar o grau de acesso e a utilização dos serviços para tratamento de HAS em um município de médio porte e sua associação com o controle da HAS. Realizou-se estudo transversal com amostra aleatória de 300 pacientes cadastrados no HiperDia do III Distrito Sanitário de Angra dos Reis. Observou-se que mais de 80% da população entrevistada utiliza os serviços oferecidos pelo município para o tratamento da hipertensão arterial. Considerando-se os escores computados para componentes da APS segundo o PCA-Tool, que deu origem às perguntas de acessibilidade, aceitabilidade e cuidados, o escore total variou de 29 a 83 em uma escala de no máximo 96 pontos, com média de 56,7 ±13,6. Não houve diferença no escore total entre pacientes com PA controlada e não controlada (57,4 versus 56,1; P= 0,41). A taxa de pacientes com HAS controlada foi de 52,7% (IC95% 49,8-55,6). Porém, os 265 pacientes que relataram haver um serviço mais responsável pelo seu atendimento de saúde tiveram melhor taxa de controle da HAS (55,8% versus 31,4%; P=0,007). Dentre as variáveis preditoras – sexo, idade, comorbidades, renda, escolaridade, cor e modelo de unidade de saúde em que faz acompanhamento – apenas sexo feminino e a renda per capita maior associaram-se positivamente com o controle da pressão arterial. Na análise multivariada persistiu associação de controle da HAS com sexo, renda per capita e aceitabilidade, independentemente de idade. / Hypertension is a chronic disease of great magnitude in Brazil. The benefit of reducing blood pressure levels and the efficacy of antihypertensive drugs are well established, but the control rate of hypertension is far from desirable. Low compliance seems to be the main reason. However, care of chronic diseases cannot be answered effectively by health systems toward acute illness and organized so fragmented. In this study access to and use of services for the treatment of hypertension are focused as essential elements in order to determine the effectiveness in controlling hypertension. A cross-sectional study was conducted with 300 participants. The rate of patients with controlled hypertension was 52.7% ( 95% CI 49.8 to 55.6). However, the 265 patients who reported a service more responsible for their health care had better control rate of hypertension (55.8% versus 31.4%, P = 0.007). Considering the computed scores for components of APS according to the PCA-Tool, which gave rise to questions of accessibility, acceptability and care, the total score ranged from 29 to 83 in a range of up to 96 points, with an average of 56, 7 ± 13.6. There was no difference in total score between patients with controlled and uncontrolled BP (57.4 versus 56.1, P = 0.41). Among the predictor variables - age, sex, co-morbidities, income, education, color and model health unit that makes up - only female and per capita income were positively associated with blood pressure control. In multivariate analysis, controlled hypertension remained associated with female sex, higher per capita income and acceptability, regardless of age.

O perfil epidemiológico da população idosa brasileira evidencia um quadro de extensas perdas dentárias e problemas de saúde bucal. A fim de reverter este quadro, observa-se o desenvolvimento de diversas políticas públicas de saúde cujo objetivo está em garantir atenção integral à saúde da população idosa, com ênfase no envelhecimento saudável e ativo. Porém, no que diz respeito aos Serviços de Saúde Bucal, poucos estudos têm sido desenvolvidos na ambição de conhecer a satisfação deste grupo etário com tais serviços. O objetivo deste estudo foi investigar a associação entre a resiliência e a satisfação com os Serviços Odontológicos, levando em consideração variáveis exógenas, determinantes primários, comportamentos e condições de saúde. Investigou-se a hipótese de que a resiliência está associada à satisfação com os Serviços Odontológicos acessados pelos idosos. O lócus da pesquisa foi a gerência distrital Lomba-Partenon, em Porto Alegre – RS, onde 771 idosos foram identificados em seus domicílios por meio de amostragem por conglomerado. Os indivíduos responderam a um questionário sócio-demográfico e de comportamentos em saúde, à Escala de Resiliência e a questões relativas ao Serviço Odontológico acessado e à satisfação com o mesmo; além disso, foi realizado um breve exame bucal para contagem do número de dentes e identificação do uso de prótese dentária. Baseado em uma abordagem hierárquica realizada através de Regressão Logística Multivariada, as odds ratios estimadas das variáveis que ficaram significativamente associadas com o desfecho em estudo, satisfação com o Serviço Odontológico, após a análise totalmente ajustada, foram: 1) obtenção de consulta odontológica classificada como regular: OR= 1,85, 95% IC (1,10 a 3,12); 2) obtenção de consulta odontológica classificada como ruim: OR= 2,17, 95% IC (1,05 a 4,50) e 3) alto potencial de resiliência: OR= 0,60, 95% IC (0,37 a 0,97). Portanto, os resultados confirmam a hipótese de associação entre elevado potencial de resiliência e satisfação com os Serviços Odontológicos acessados por idosos. / The epidemiological profile of the elderly population shows a picture of extensive tooth loss and oral health problems. In order to reverse this situation, there is the development of various public health policies whose aim is to ensure comprehensive health care of the elderly population, with an emphasis on healthy aging and active. However, with regard to Dental Health Services, few studies have been developed to meet the satisfaction of this age group with such services. The objective of this study was to investigate the association between satisfaction with the resilience and Dental Services, taking into account exogenous variables, the primary determinants, behaviors and health conditions. It was investigated the hypothesis that resilience is associated with satisfaction with dental services accessed by older people. The locus of this research was the district management Lomba-Partenon, in Porto Alegre – RS, where 771 seniors were identified in their homes through cluster sampling. The subjects answered a questionnaire for socio-demographic and health behaviors, Resilience Scale and questions regarding the dental care accessed and satisfaction with it. In addition, there was a brief oral examination to count the number of teeth and identify the use of dental prosthesis. Based on a hierarchical approach performed by multivariate logistic regression, the estimated odds ratios of variables that were significantly associated with the outcome under study, satisfaction with dental care services, fully adjusted after analysis, where: 1) obtaining a dental visit classified as regular: OR= 1,85, 95% IC (1,10 a 3,12); 2) obtaining a dental visit classified as bad: OR= 2,17, 95% IC (1,05 a 4,50) and 3) high potential for resilience: OR= 0,60, 95% I C (0,37 a 0,97). Therefore, the results confirm the hypothesis of an association between high potential for resilience and satisfaction with dental services accessed by older people.