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Access status: Open Access ,
‘Not feeling heard’ in health care: A critical review of the detrimental effects of poor-quality listening
(SAGE Publications, 2025-10-21) King, Gillian
Listening research focuses on the benefits of good-quality listening rather than the detrimental effects of poor-quality listening on the speaker. The aim of this critical review was to identify what is known about the effects of poor-quality listening in the fields of communication, the workplace, and health care, and to synthesize this knowledge to inform research and practice in health care. Based on the evidence, a multidimensional framework is proposed encompassing clients’ affective, cognitive, and behavioral reactions to poor-quality listening in health care, along with relational outcomes concerning the client and healthcare professional. This framework proposes three mechanisms underlying client reactions to perceived poor-quality listening—reflection, engagement, and motivation. When healthcare clients feel not listened to, this can have serious, wide-ranging, and cascading effects on their emotions, thoughts, and actions, leading to poor collaboration, poor-quality relationships with healthcare providers, and a lack of person-centered care.
Access status: Embargo ,
New directions in measuring family-centred service: the updated measure of processes of care (MPOC 2.0)
(Informa UK Limited, 2025-12-19) King, Gillian; Pozniak, Kinga; Rosenbaum, Peter; Duku, Eric; Chambers, Elizabeth Marie; Kraus de Camargo, Olaf; Martens, Rachel; McCauley, Dayle; Teplicky, Rachel; Wellman-Earl, Sarah
Purpose: to develop an updated measure of Processes of care assessing parent/caregiver perceptions of the family-centredness of service providers’ behaviour. Method: researchers and parent partners conducted a two-phase project involving (i)tool development, and (ii) field testing to determine psychometric properties. sixty-five parents of children with disabilities participated in focus groups to discuss their wants and hopes for service delivery; six parents reviewed the measure for comprehensibility and clarity; and 10 parents and 10 service providers participated in a modified delphi procedure to establish consensus about item wording. In the field testing phase, 58 parents were involved in the assessment of test-retest reliability, and 273 parents completed construct validity measures. mPoc 2.0 scales were determined through factor analysis. Internal consistency and construct validity hypotheses were examined. Results: the resulting scales (supportive and collaborative communication, Availability of care, Family Well-being, and coordinated care) had high internal consistencies, good to excellent test–retest reliabilities, and moderate to strong correlations with construct validation measures. Conclusions: In comparison to the original 30-year-old mPoc-20, the new measure highlights the importance of communication as a relational process involving reciprocal transactions between parents and service providers. It also highlights family well-being, service availability, and coordination of care.
Access status: Embargo ,
Healthcare Students’ Reflections on Their Use of Listening Stances: An Exploratory Study of Emerging Humility and Enhanced Awareness of the Benefits of Listening
(Informa UK Limited, 2026-01-12) King, Gillian; Moodie, Sheila; Bolack, Linda; Willoughby, Colleen
Aim: This exploratory study examined evidence for emerging humility and appreciation of the benefits of listening, as shown in students’ reflections on their use of listening stances. Methods: 135 Occupational Therapy, Physical Therapy, Speech-Language Pathology and Audiology students completed a written reflection on their experience practicing a self-selected listening stance (receptive, exploratory, consensus-oriented, or action-oriented listening). A chi-square analysis examined the number of students' humility-related comments as a function of students’ discipline and chosen listening stance. Types of benefits arising from listening practice were determined by extracting and grouping quotes in students’ reflections. Results: More Occupational Therapy students chose to practice exploratory listening than expected by chance and they made more humility-related comments when choosing this stance, whereas more Physical Therapy students chose to practice action-oriented listening and they made more humility-related comments when choosing this stance. There was evidence for various positive benefits, including deeper understanding for the self, deeper sharing by the other person, and more meaningful and productive conversations. Conclusions: This study provides important findings regarding the preparation of healthcare students for clinical practice. There was preliminary evidence of associations between clinical listening practice and emerging humility, as well as greater awareness of the benefits of listening.
Access status: Embargo ,
Does the healthcare system support family-centred service?: linking structural issues in healthcare service delivery to parents’ relational experiences of care
(Informa UK Limited, 2026-03-25) King, Gillian; Pozniak, Kinga; Rosenbaum, Peter; Teplicky, Rachel; Martens, Rachel
Purpose: To examine parents’ experiences with healthcare services for their children with disabilities. Method: In a cross-sectional observational study, 131 parents provided written comments about their healthcare experiences in response to an open-ended question included in the newly updated Measure of Processes of Care 2.0 questionnaire. These comments were analyzed thematically using an inductive qualitative approach. Results: Four themes pertaining to relational aspects of care (i.e., experiences with service providers) and six themes pertaining to structural aspects (i.e., how healthcare services are organized and delivered) were generated. Three meta-themes were generated to capture associations between these themes. First, when there are high turnover and inexperienced providers, parents can have difficulty building rapport and trust. Second, when it is hard to access services and there are long wait times, parents can feel stressed and burdened. Third, when organizations are not transparent about services and internal communication is poor, parents can feel frustrated and unable to make good decisions. Conclusions: This study empirically links system-level issues to parents’ experience offamily-centred service. Implications for healthcare services and organizations include (i) training providers to have relevant knowledge and skills, (ii) reducing excessive waiting times for services, and (iii) improving the transparency of communication.
Access status: Open Access ,
Drama and Tonal Procedure in Giacomo Puccini’s "Turandot"
(2019) Guida, Massimo
Despite Giacomo Puccini’s (1858–1924) immense popularity with the public, both during his lifetime and after his death, his music has not been so well-received by scholars. Indeed, musicologists and theorists have long dismissed his music as being overly sentimental and superficial, while Puccini himself was initially criticised for being an anti-academic traditionalist (A. Wilson 2007:1). In recent years, however, his works have been receiving increasing attention from analysts, who have studied topics ranging from harmony, tonal structure, and form, to Leitmotivic development in Puccini’s music. In my paper, I analyse the relationship between the musical and narrative structures in Puccini’s final opera, "Turandot" (1926). My research involves an analysis of tonal organisation and symbolism in "Turandot," as well as a study of correspondences between the work’s deep structure and prominent features of its surface. Specifically, I examine Puccini’s use of tonal conflict and resolution throughout the opera to enhance the work’s dramatic tension and underlying themes. In my analysis of the opera, I provide a comprehensive overview of the dramatic significance of the underlying tonal conflict within the work at the fundamental level, through summaries of the large-scale tonal outline of each of the opera’s three acts, drawing parallels between their tonal and dramatic structures. I subsequently exemplify how this conflict is also present in the middleground and foreground levels, by undertaking a more detailed tonal and structural analysis of certain moments of particular dramatic and semantic significance within each act; these selected passages are noteworthy as they exemplify both the tonal and dramatic tension within the opera, while also foreshadowing love’s triumph at the work’s conclusion. Finally, I also elucidate the parallels between these significant moments of musical tension in the score, the key words in the text of the libretto, and the overall narrative outline of the opera.