Service Communautaire d'Information sur la Recherche et le Développement - CORDIS

Interaction between users and providers - case study of deviant cases

The report is the final result of a study about interactions between service providers and service clients. It considers the discussions and comments retrieved at the conference "Strategies against Social Exclusion of Older Persons - Lessons learned from Practice" which took place in Graz April 22 and 23, 2005.

The conference was attended by some 81 participants, mostly practitioners of social work with the elderly and senior care workers. The member of the Provincial Government of Styria (Kurt Flecker in charge of Social Policy) was giving a keynote, as well as Giovanni Lamura from the EUROFAMCARE project and Katie Campbell and Nora Walsh from the Belfast project Sydenham Court. A total of 6 workshops covered different topics.

All keynote speakers and workshop leaders were asked to comment on a first - unpublished - draft version of this report. WP 3 Instructive Deviance - Interaction between Users and Service Providers collected data about so-called deviant clients in 4 countries' service provision systems represented by Compass in Austria, KHK in Belgium, CooSS Marche in Italy and SEBT in UK. The study aims at exploring the social reality beyond the routine client of the service practice. Deviance is operationalized as a behaviour or condition of the client that either prevents her/his admission, leads to discharge or causes friction in the service provision. The report is organised as follows: A first methodological chapter lines out the research design and the research process.

Then the findings are summarized (the converged categories of risks of exclusion are described and a logic model analyses these categories). Two alternative interpretations of the findings are presented and a final chapter sums up recommendations which can be concluded from the empirical data and the discussions of the data on the conference.

In the appendix the reader will find:
- The data collection instruments
- The description of the data collected in three different research steps: the data sheets, the participant observation and the feedback loop interviews. Each source of evidence is divided in four subchapters for each participating country.
- The presentations and speeches of all invited keynote speakers in English.
- The summarised discussions of these contributions in English.

The objective of studying 'deviant' cases of users was to reveal the preconditions a client has to meet in order to get proper service and support. We assumed that whenever friction or exclusion of a certain type of client appeared this would enable us to observe the process of marginalization. Consequently, we planned a study about how and why excluding processes may even affect those older persons that were identified by a service system as being vulnerable - i.e. who have bad health and/or lack access to e.g. economic, social, and/or cultural resources. What the present study aims at is building a theory about exclusion processes, developing a logic model and revealing scope for intervention of the responsible agents (be they policy makers or managers in providing organisations).

Informations connexes

Reported by

Compass Sozial- und Gesundheitsverein
Flosslendstr. 18
A-8020 Graz
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