A critical evaluation of the quality of social development interventions with specific reference to social assistance
- Authors: Draai, Enaleen Enchella
- Date: 2013
- Subjects: South African Social Security Agency , Social security -- South Africa , Social service -- South Africa , Public welfare -- South Africa
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:8277 , http://hdl.handle.net/10948/d1016210
- Description: Citizens interact with government departments and agencies for public services and goods which lead to a service encounter between a public official and client. Various initiatives and policies have been developed and are being implemented in the public service to adopt a client-centred approach to service delivery. The White Paper on the Transformation of the Public Service of 1997, identifies the eight Batho Pele principles which sets the framework for implementation of service quality within the South African public service. Government departments are expected to implement measurable service standards to determine levels of service quality to be met that will define levels of client satisfaction with service provision. The assessment of the service encounter by the client informs perceived levels of satisfaction held. This assessment of service quality by clients is therefore value-laden, subjective and periodic. The study focused on the implementation of measures to create and maintain a clientcentric public service in South Africa that would lead to levels of client satisfaction with service quality. The study assessed the implementation and maintenance of service quality at the Social Security Agency of South African the Eastern Cape. The SASSA is responsible for the disbursement of various social grants to facilitate a quality of life as enshrined by the Bill of Rights in the Constitution of South Africa, 1996. The focus of the study was linked to beneficiary maintenance and customer care at SASSA. The study included three different sample groups namely the clients, officials engaged in grant administration and different levels of management which included senior management, district and area managers. The findings revealed that the SASSA has implemented numerous new programmes aimed at a client-centric approach to service delivery. Analysis of the findings revealed expectation as well performance gaps which indicated that officials do not comply with the protocols of the agency and the Batho Pele principles. The promised service standards specified within the SASSA Customer Care Charter is not being realised which fundamentally indicate inefficient and ineffective monitoring of compliance with norms and standards. A conclusion drawn therefore is that the human dignity of clients in search of socials assistance who chiefly constitute vulnerable groups is being infringed. Three key service quality dimensions are identified that needs intervention for improved service quality. These dimensions include tangibility, assurance and responsiveness of functional components identified in respect of nine themes.
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- Date Issued: 2013
A strategy to facilitate renewed resilience to re-establish meaning for persons with spinal cord injuries
- Authors: Willemse, Hermanus Barend
- Date: 2013
- Subjects: Spinal cord -- Wounds and injuries , Spinal cord -- Wounds and injuries -- Rehabilitation
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:10021 , http://hdl.handle.net/10948/d1008119 , Spinal cord -- Wounds and injuries , Spinal cord -- Wounds and injuries -- Rehabilitation
- Description: Census estimates in 2010 indicated that 6,3 percent South Africans aged 5 years and older are currently classified as disabled in five of the nine provinces in the country. The national figure for 2005 was 5 percent, with the figure for females (6,5 percent) slightly higher than that for males (6,1percent). Spinal cord injured persons and their significant others experience a range of emotions which affect their relationships with themselves, others and their environment. To deal with the life-changing consequences of the injury and regain control, these persons not only require a variety of coping strategies but rediscovery of resilience is inevitable if the experience of personal purpose and meaningful existence is ever to be regained. In the Nelson Mandela Bay Municipal area, Port Elizabeth, South Africa – the geographical area in which this research study was undertaken - persons with spinal cord injuries have many challenges to face due to the shortcomings the existing resource for health care delivery in the post-discharge phase. The research objectives identified for the study were, firstly, to explore and describe the lived experiences of persons with spinal cord injuries; secondly, to explore and describe the lived experiences of the significant others of persons with spinal cord injuries; and thirdly, to develop a strategy to guide the professional nurse and the health care team in facilitating the health care of persons with spinal cord injuries. The study was a qualitative, exploratory, descriptive, and contextual method of inquiry. The data obtained was used to formulate the strategy with its three sub-strategies to guide professional nurses and the health care team to facilitate renewed resilience and the re-establishment of meaning for persons with spinal cord injuries. Although the experiences of the significant others were explored in order to thicken the description of the experiences of persons with spinal cord injuries, the strategy developed was limited to the persons with spinal cord injuries. Although it is well documented that there are significant physical needs, the themes that emerged from the current research mostly related to psychological and social aspects. In acknowledging the human being as unitary multi-dimensional being, the researcher in his discussions and quest to address the issue of renewed resilience in spinal cord injured persons towards finding purpose and re-establishing meaning in their lives, focused on their psychological, spiritual and social health. The outcome of the study is a strategy constructed to facilitate renewed resilience, and three sub-strategies ‘addressing experienced emotions’, ‘facilitating meaningful relationships’ and ‘facilitating effective coping’. The strategy has as purpose the empowering of spinal injured persons in their efforts to re-establish meaning by serving as a tool to guide professional nurses and members of the health care team in their facilitating of renewed resilience in persons with spinal cord injury. It is envisaged that the co-ordination of the strategy will take place from the health care delivery facility nearest to the spinal cord injured individual concerned. In order for persons with spinal cord injuries to become accountable members of society, all levels and aspects of care aimed at physical, psychological, spiritual and social well-being need to be holistically addressed. The front-line role of the professional nurse is vital as the professional nurse acts as the co-ordinator for the health care team in ensuring that persons with spinal cord injuries receive quality and holistic care in order to deal meaningfully with the life-altering consequences of a spinal cord injury. Through this study, valuable insight was gained with regard to experiences of both persons with spinal cord injuries and that of their significant others. Recommendations were made for nursing practice, nursing education and nursing research.
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- Date Issued: 2013