Tracking and Profiling Repeated Users Over Time in Text-Based Counseling: Longitudinal Observational Study With Hierarchical Clustering.

BACKGROUND: Due to their accessibility and anonymity, web-based counseling services are expanding at an unprecedented rate. One of the most prominent challenges such services face is repeated users, who represent a small fraction of total users but consume significant resources by continually returning to the system and reiterating the same narrative and issues. A deeper understanding of repeated users and tailoring interventions may help improve service efficiency and effectiveness. Previous studies on repeated users were mainly on telephone counseling, and the classification of repeated users tended to be arbitrary and failed to capture the heterogeneity in this group of users. OBJECTIVE: In this study, we aimed to develop a systematic method to profile repeated users and to understand what drives their use of the service. By doing so, we aimed to provide insight and practical implications that can inform the provision of service catering to different types of users and improve service effectiveness. METHODS: We extracted session data from 29,400 users from a free 24/7 web-based counseling service from 2018 to 2021. To systematically investigate the heterogeneity of repeated users, hierarchical clustering was used to classify the users based on 3 indicators of service use behaviors, including the duration of their user journey, use frequency, and intensity. We then compared the psychological profile of the identified subgroups including their suicide risks and primary concerns to gain insights into the factors driving their patterns of service use. RESULTS: Three clusters of repeated users with clear psychological profiles were detected: episodic, intermittent, and persistent-intensive users. Generally, compared with one-time users, repeated users showed higher suicide risks and more complicated backgrounds, including more severe presenting issues such as suicide or self-harm, bullying, and addictive behaviors. Higher frequency and intensity of service use were also associated with elevated suicide risk levels and a higher proportion of users citing mental disorders as their primary concerns. CONCLUSIONS: This study presents a systematic method of identifying and classifying repeated users in web-based counseling services. The proposed bottom-up clustering method identified 3 subgroups of repeated users with distinct service behaviors and psychological profiles. The findings can facilitate frontline personnel in delivering more efficient interventions and the proposed method can also be meaningful to a wider range of services in improving service provision, resource allocation, and service effectiveness.

Analyses of the effectiveness of a Brazilian pediatric home care service: a preliminary study.

BACKGROUND: Technological advances in health care currently provide better care conditions and have increased survival rates of premature infants, along with increasing the life expectancy of chronically ill children. In this context, the home care service has emerged as an effective tool for the treatment of this group of children. Thus, this preliminary study aimed at evaluating the effectiveness of the Home Care Service (HCS) with regard to pediatric care. METHODS: A cross-sectional study was performed through a medical record analysis of a tertiary hospital in Minas Gerais/Brazil. Two groups were compared: 36 patients from the HCS (home group) and 13 patients hospitalized with an indication for home care (hospital group). To analyze the effectiveness of HCS, we evaluated the number of readmissions, infection rate, number of procedures, and optimization of beds. RESULTS: The hospital group presented 6.04 times more infections and was submitted to 6.43 times more procedures. The home group presented lower readmission rates; with 41.66% of children studied not being readmitted and 76.19% of those who needed readmissions did so after more than 30 days from hospital discharge. HCS optimized hospital beds and allowed, over five (5) years, the hospitalization of around 102 patients in the hospital studied. CONCLUSION: In this preliminary study, HCS reduced the number of procedures and infections compared to hospitalized patients. Moreover, HCS presented lower readmission rates and optimized hospital beds, which could be considered an indication of effectiveness.

The Impact of Airline's Smart Work System on Job Performance of Cabin Crew.

Extant studies in medical and educational fields have demonstrated that employees' device use (smartphones, tablet PCs, etc.) can enhance job performance. Correspondingly, global airline companies have made substantial investments to enhance passenger services. An earlier study examined the impact of flight attendants' technology usage on job satisfaction by investigating the causal relationship between the benefits of tablet PC use, job performance, and its consequences. Based on the literature review, four advantages of technology use were derived: (1) efficiency, (2) convenience, (3) service effectiveness, and (4) pride. Additionally, three consequences of job satisfaction were derived: (1) team performance, (2) organizational commitment, and (3) turnover intention. Empirical data were collected from 208 flight attendants working for a South Korean airline, which provided tablet PCs for its employees. Data analysis revealed that work efficiency, convenience, and pride had a significant and positive impact on job satisfaction. However, flight preparation did not show a similar impact. This study is the first to investigate the benefits of using technology in the airline industry. Furthermore, it examined the convergence of airline management and information technology. The findings provide managerial implications for airline companies that are considering providing tablet PCs to flight attendants.

Social Support, Quality of Services, and Job Satisfaction: Empirical Evidence from Palestinian Social Workers.

This study examines the predictors of job satisfaction among public sector social workers in occupied Palestinian territories. Using a quantitative design, data were collected in summer of 2016 through a paper-based, self-administered questionnaire (N = 237). Using hierarchical multiple regression, the three models explained 15 percent to 32 percent of the variance in job satisfaction. In the final model, coefficient indicated that monthly income, contract work status, service orientation, and supervisory support are related to job satisfaction. Respondents with more children and lower salaries showed lower levels of job satisfaction. Respondents who are working as temporary contract workers, who have positive attitudes toward the social work profession, and who have positive attitudes toward supervisory support are more likely to be satisfied with their job. Implications for administrative practice and policy are presented.