Thesis (M.B.A.)--University of Hong Kong, 1998. / Includes bibliographical references (leaf 86-88).

Thesis (M.S.)--Virginia Polytechnic Institute and State University, 1993. / Vita. Abstract. Includes bibliographical references (leaves 138-145). Also available via the Internet.

Bakgrund: I Sverige kan man nå legitimerade sjuksköterskor per telefon via 1177 och via vårdcentraler. Genom telefonrådgivning utför sjuksköterskor adekvata och välgrundade omvårdnadsbedömningar. Uppringaren vägleds utifrån samtalet till lämplig vårdnivå. Telefonsjuksköterskor upplever att telefonrådgivning är stressigt och att det är svårt att göra bedömningar via telefon.  Syfte: Att studera uppringarens syn på telefonrådgivning enligt vetenskaplig litteratur.  Metod: Deskriptiv litteraturstudie med en induktiv ansats och mixad metod. Totalt inkluderades 15 artiklar. Resultatet redovisades utifrån en induktiv innehållsanalys. Resultat: Tre teman framträdde, samtalskvalitet, kvalificerad rådgivning och mottagandet. Uppringare upplevde att det kunde vara svårt att uttrycka sig, de uppskattade ett gott bemötande och ville känna att de blev förstådda av telefonsjuksköterskor samt att de själva ville förstå rådgivningen som erhölls. Uppringare uppskattade att få samtala med en kunnig telefonsjuksköterska. Uppringare skattar väntetider, tillgängligheten och ett gott bemötande från telefonsjuksköterskor högt. Även rådgivningen påverkar uppringares tillfredsställelse.  Slutsats: Det är viktigt för sjuksköterskor som arbetar med telefonrådgivning att säkerställa att uppringare har förstått den informationen som lämnats ut och de behöver vara medvetna om hur de ska bemöta uppringare. Att organisationer inom hälso- och sjukvården utformar en arbetsmiljö som är fungerande för telefonsjuksköterskor och genomför regelbundna utbildningar i kommunikation, med syfte att säkerställa goda möjligheter att tillmötesgå uppringare och därmed öka patientsäkerheten. / Background: In Sweden you can reach licensed nurses by telephone through 1177 and through healthcare centers. Through telephone counseling nurses make adequate and well-founded nursing assessments. The caller is guided based on the conversation to the appropriate level of care. Telephone nurses experience that telephone counseling is stressful and that it´s difficult to make assessments by telephone. Purpose: To study the caller's view of telephone counseling according to previous literature. Method: Descriptive mixed method literature study with an inductive approach. A total of 15 articles were included. The results were reported on the basis of an inductive content analysis. Results: Three themes emerged, quality of communication, qualified counseling and to be received. Callers experienced that it could be difficult to express themselves and they appreciated a good treatment. Callers wanted to feel that the telephone nurses understood their situation and the information given by them. Callers appreciated it if the conversation was with a knowledgeable telephone nurse. Callers highly value waiting times, availability and good treatment from telephone nurses. Counseling also affects callers' satisfaction.  Conclusion: It’s important for nurses who work with telephone counseling to ensure that callers have understood the information provided and they need to be aware of how to respond to callers. Organizations in the healthcare system should design a work environment that is functional for telephone nurses and give regular education in communication, to ensure good opportunities to accommodate callers and thereby increase patient safety.

Introduktion: Telefonrådgivning är ett sätt för vårdsökande att få vård i Sverige och i vissa andra länder i världen exempelvis i Storbritannien, Canada, USA m.fl. Sjuksköterskor arbetar med telefonrådgivning och hänvisar vårdsökande till rätt vårdnivå. Möten med vårdsökande i telefonen är korta och komplexa vilket kräver hög kompetens. Sjuksköterskor upplever olika utmaningar som kan vara hinder i utförandet av sitt arbete. Syfte: Syftet med studien är att beskriva sjuksköterskors upplevelser av utmaningar i telefonrådgivning. Metod: Metoden var en systematisk litteraturöversikt. Datainsamling genomfördes i databaserna CINAHL och PubMed, och nio kvalitativa artiklar ingick i studien. Graneheim och Lundman (2004) kvalitativ innehållsanalys användes i dataanalysen. Dataanalysen genomfördes med kvalitativ innehållsanalys. Resultat: Resultatet visade att sjuksköterskorna upplevde olika utmaningar i telefonrådgivning som påverkade deras arbete. Kommunikativa utmaningar, organisatoriska utmaningar och arbetsmiljöutmaningar upplevdes som en svårighet. Utmaningar i möte med vårdsökande, bedömning och beslutsfattning, teknologiska utmaningar samt etiska utmaningar var också som utmanade. Kompetens är viktigt i telefonrådgivning på grund av en icke-visuell kontakt. Arbetsgivaren har ett ansvar att hitta lösningar så att dessa utmaningar blir hanterbara. Slutsats: Studien kan öka medvetenheten hos arbetsgivare och vårdsökande om sjuksköterskors utmaningar i telefonrådgivning, vilket kan förbättra sjuksköterskornas arbetssituation. För att förbättra sjuksköterskornas arbetssituation behövs investeringar inom arbetsmiljö och kompetenshöjning, vilket bör förbättra vårdkvaliteten. / Introduction: Telephone contact and telephone counselling is a way for care seekers to receive care in Sweden and in certain countries in the world, for example in the United Kingdom, USA and others. Nurses work with telephone counselling and refer care seekers to the right level of care. Interactions with care seekers on the phone are short and complex which requires competence among the nurses. Nurses experience various challenges that can be obstacles in the performance of their work. Aim: The aim of the study is to describe nurses' experiences of challenges in telephone counselling. Method: The method was a systematic literature study. Data collection was performed in the databases CINAHL and PUBMED, nine qualitative articles were included in the study. Graneheim and Lundman (2004) qualitative content analysis was used in the analysis of data. Results: Results showed that the nurses experienced various challenges in telephone counselling that affected their work. Communicative challenges, organizational challenges, work environment challenges were perceived as a difficulty. Challenges in meetings with healthcare seekers, assessment and decision making, technological challenges and ethical challenges were also perceived to be challenging experiences. Competence is important in telephone counselling due to the non-visual contact with the care seeker. The employer has a responsibility to find solutions to solve the challenges and make them more manageable for the nurses. Conclusion: The study may increase employers' awareness about the challenge’s nurses face in telephone counselling in order to improve nurses working conditions. Investments in the work environment and nurse’s skills development are needed to improve the nurses' work situation, which should also improve the quality of care.

Indiana University-Purdue University Indianapolis (IUPUI) / Mobile telephones are impacting societies around the world and text messaging, short type-written messages sent via mobile phones, has also garnered international research efforts. Research demonstrates that text messages are being used primarily to commence, advance, maintain or otherwise impact interpersonal relationships. The present study probes relational benefits of text messaging within familial and fraternal contexts. Specifically, the study seeks to answer the research question: How does text messaging impact feelings of “connectedness” (IJsselsteijn, van Baren & van Lanen, 2003, p. 928) within “strong-tie” (Howard, et. al., 2006), dyadic relationships? Findings from nineteen respondent interviews show that texting becomes a channel through which dialectical tensions in relationships are played out. Respondents use texting to both assert autonomy and to maintain connectedness with relational partners. Several participants noted that financial issues were an important consideration but nevertheless subscribed to texting services. Users also perceived texting as more constant and more private than mobile voice interaction. Romantic pairs vis-à-vis non-romantic dyads perceived the benefits of text messages differently.

Timely management in pre-hospital emergency care enhances the chances of patients' survival or clinical outcomes of an Acute Coronary Syndrome (ACS). In Botswana nurses serve in the frontline of pre-hospital emergency services as the initial recipients of the emergency reports and situations. Knowledge of the patient's characteristics will assist the nurses as well as the family/others to understand the patient's responses during an ACS situation and therefore enable prompt patient assessment and facilitation of early access to appropriate care. Patient and family involvement in care during cardiac emergencies also influences the patient outcomes. This is a non-experimental, quantitative, exploratory and descriptive study, designed to explore and describe the characteristics of patients with the experience of an ACS, and the available resources during the pre-hospital phase of emergency care, with the aim of improving patients' clinical outcomes. The results indicated that optimal care by nurses is essential in the chain of care influencing patients' chances of surviving ACS. / Health Studies / M.A. (Health Studies)

Timely management in pre-hospital emergency care enhances the chances of patients' survival or clinical outcomes of an Acute Coronary Syndrome (ACS). In Botswana nurses serve in the frontline of pre-hospital emergency services as the initial recipients of the emergency reports and situations. Knowledge of the patient's characteristics will assist the nurses as well as the family/others to understand the patient's responses during an ACS situation and therefore enable prompt patient assessment and facilitation of early access to appropriate care. Patient and family involvement in care during cardiac emergencies also influences the patient outcomes. This is a non-experimental, quantitative, exploratory and descriptive study, designed to explore and describe the characteristics of patients with the experience of an ACS, and the available resources during the pre-hospital phase of emergency care, with the aim of improving patients' clinical outcomes. The results indicated that optimal care by nurses is essential in the chain of care influencing patients' chances of surviving ACS. / Health Studies / M.A. (Health Studies)

Thesis (MSc)--University of Stellenbosch, 2005. / ENGLISH ABSTRACT: Cellular network operators globally loose between 3% and 5% of their annual revenue to telecommunications fraud. Hence it is of great importance that fraud management systems are implemented to detect, alarm, and shut down fraud within minutes, minimising revenue loss. Modern proprietary fraud management systems employ (i) classification methods, most often artificial neural networks learning from classified call data records to classify new call data records as fraudulent or legitimate, (ii) statistical methods building subscriber behaviour profiles based on the subscriber’s usage in the cellular network and detecting sudden changes in behaviour, and (iii) rules and threshold values defined by fraud analysts, utilising their knowledge of valid fraud cases and the false alarm rate as guidance. The purpose of this thesis is to establish a context for and evaluate the performance of well-known data mining techniques that may be incorporated in the fraud detection process. Firstly, a theoretical background of various well-known data mining techniques is provided and a number of seminal articles on fraud detection, which influenced this thesis, are summarised. The cellular telecommunications industry is introduced, including a brief discussion of the types of fraud experienced by South African cellular network operators. Secondly, the data collection process and the characteristics of the collected data are discussed. Different data mining techniques are applied to the collected data, demonstrating how user behaviour profiles may be built and how fraud may be predicted. An appraisal of the performances and appropriateness of the different data mining techniques is given in the context of the fraud detection process. Finally, an indication of further work is provided in the conclusion to this thesis, in the form of a number of recommendations for possible adaptations of the fraud detection methods, and improvements thereof. A combination of data mining techniques that may be used to build a comprehensive fraud detection model is also suggested. / AFRIKAANSE OPSOMMING: Sellulêre netwerk operateurs verloor wêreldwyd tussen 3% en 5% van hul jaarlikse inkomste as gevolg van telekommunikasie bedrog. Dit is dus van die uiterse belang dat bedrog bestuurstelsels geïmplimenteer word om bedrog op te spoor, alarms te genereer, en bedrog binne minute te staak om verlies aan inkomste tot ’n minimum te beperk. Moderne gepatenteerde bedrog bestuurstelsels maak gebruik van (i) klassifikasie metodes, mees dikwels kunsmatige neurale netwerke wat leer vanaf geklassifiseerde oproep rekords en gebruik word om nuwe oproep rekords as bedrog-draend of nie bedrog-draend te klassifiseer, (ii) statistiese metodes wat gedragsprofiele van ’n intekenaar bou, gebaseer op die intekenaar se gedrag in die sellulêre netwerk, en skielike verandering in gedrag opspoor, en (iii) reëls en drempelwaardes wat deur bedrog analiste daar gestel word, deur gebruik te maak van hulle ondervinding met geldige gevalle van bedrog en die koers waarteen vals alarms gegenereer word. Die doel van hierdie tesis is om ’n konteks te bepaal vir en die werksverrigting te evalueer van bekende data ontginningstegnieke wat in bedrog opsporingstelsels gebruik kan word. Eerstens word ’n teoretiese agtergrond vir ’n aantal bekende data ontginningstegnieke voorsien en ’n aantal gedagteryke artikels wat oor bedrog opsporing handel en wat hierdie tesis beïnvloed het, opgesom. Die sellulêre telekommunikasie industrie word bekend gestel, insluitend ’n kort bespreking oor die tipes bedrog wat deur Suid-Afrikaanse sellulˆere telekommunikasie netwerk operateurs ondervind word. Tweedens word die data versamelingsproses en die eienskappe van die versamelde data bespreek. Verskillende data ontginningstegnieke word vervolgens toegepas op die versamelde data om te demonstreer hoe gedragsprofiele van gebruikers gebou kan word en hoe bedrog voorspel kan word. Die werksverrigting en gepastheid van die verskillende data ontginningstegnieke word bespreek in die konteks van die bedrog opsporingsproses. Laastens word ’n aanduiding van verdere werk in die gevolgtrekking tot hierdie tesis verskaf, en wel in die vorm van ’n aantal aanbevelings oor moontlike aanpassings en verbeterings van die bedrog opsporingsmetodes wat beskou en toegepas is. ’n Omvattende bedrog opsporingsmodel wat gebruik maak van ’n kombinasie van data ontginningstegnieke word ook voorgestel.

by Moon-Tong Chan. / Thesis submitted in: December 1997. / Thesis (M.Phil.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaves 123-124). / Abstract also in Chinese. / Chapter Chapter 1 --- Introduction --- p.1 / Chapter 1.1 --- The Data Set --- p.8 / Chapter Chapter 2 --- The Box-Jenkins Time Series Models --- p.15 / Chapter 2.1 --- The White-noise Process --- p.16 / Chapter 2.2 --- Stationarity of Time Series --- p.17 / Chapter 2.3 --- Differencing --- p.19 / Chapter 2.4 --- Seasonal ARIMA Models - SARIMA Models --- p.20 / Chapter 2.5 --- Intervention Models --- p.22 / Chapter 2.6 --- The Three Phases of ARMA Procedure --- p.24 / Chapter Chapter 3 --- Seasonal ARMA Models with Several Mean Levels --- p.38 / Chapter 3.1 --- Review of Linear Models --- p.40 / Chapter 3.1.1 --- Method of Weighted Least Squares --- p.41 / Chapter 3.2 --- The Proposed Model --- p.41 / Chapter 3.2.1 --- The Weightings --- p.43 / Chapter 3.2.2 --- Selection of Submodels --- p.45 / Chapter 3.2.3 --- Estimation of Model (3.4) --- p.46 / Chapter 3.3 --- Model Adequacy Checking --- p.55 / Chapter 3.3.1 --- Checking of Independence of Residuals --- p.56 / Chapter 3.3.2 --- Checking of Normality of Residuals --- p.58 / Chapter 3.4 --- Forecasting --- p.62 / Chapter Chapter 4 --- Comparison --- p.77 / Chapter 4.1 --- Similarities and Differences Between the Two Models --- p.78 / Chapter 4.2 --- Model Comparative Criterion --- p.81 / Chapter 4.2.1 --- Model Fitting Comparison --- p.82 / Chapter 4.2.2 --- Model Forecasting Comparison --- p.83 / Chapter 4.3 --- Conclusion --- p.90 / Chapter 4.4 --- Generation of Predicted Hourly Calls --- p.91 / Chapter 4.5 --- Extension --- p.92 / Appendix A --- p.97 / Appendix B --- p.105 / Appendix C --- p.122 / References --- p.123

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