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| Empirical references | CMO configuration |
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(2) The impact of the counseling on the family caregivers
First level of impact |
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| If the caregivers decide to use digital counseling in Alles Clara, it starts with formulating the current question, challenge, or situation as the first message to the respective counselor. “When I write something, I think about it twice as long” (AC04). In this way, the family caregivers reflect on their situation because they write down their concerns | If people seeking advice use the Alles Clara app (C), then they begin to reflect on their situation (O) because they write down their concern(s) (M) |
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| In counseling, people seeking advice receive tips, tools, and important information on how to deal with their situations. “Where there were quite a lot of questions, quite a lot of uncertainty, where the person then found out what many many possibilities there are. So there is not only this way, there is also this and that and that” (AC04). Those seeking advice receive concrete answers to their questions, whereby the primary focus is on conveying “practical tips for everyday life” (AC03). Information is conveyed in a nonoverwhelming manner: “nothing complicated, nothing difficult, nothing elaborate, but simple things, being given a tool” (AC03) | If people seeking advice use the Alles Clara app (C), then they experience a development of awareness, and spaces of possibility are opened up for them (O) because they are provided tips, information, and tools (M) |
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| The communication style of the counselors aims to recognize the services those seeking advice provide as family caregivers and in this context emphasizes the individual “resources and to show them that they do a lot” (AC04). They approach the request in a personal and appreciative way. The goal of the counselors is to create an environment in which the counselee as a caregiver and as a person “is seen, heard, and read” (AC01). A nonjudgmental, nonstigmatizing approach to the counselee also guides the interaction and contributes significantly to the appreciation | If people seeking advice use the Alles Clara app (C), then they experience appreciation (O) because their efforts are recognized and their resources are strengthened, and they experience a nonjudgmental, nonstigmatizing approach (M) |
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| Counselors describe “a kind of relationship that you build. A relationship based on trust” (AC01). These trusting relationships are characterized by “intimacy, being able to open up, and familiarity” (AC05). This relationship can develop mainly through the kind of communication and language that counselors use in the chat rooms. They try to “understand the person seeking advice” (AC02) and to engage authentically, summarizing the request in their own words and also adapting to the diction of the person seeking advice | If people seeking advice use the Alles Clara app (C), then they enter into a trusting relationship (O) because family caregivers are “not” seen, feel safe, well cared for, and in good hands (M) |
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(2) The impact of the counseling on the family caregivers
Second level of impact |
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| If those seeking advice are given the opportunity to (a) reflect, (b) open up for new possibilities in dealing with their situation, (c) experience appreciation, and (d) there is a trusting relationship between the person seeking advice and the counselor (C) |
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| “By formulating the message, writing it down, putting it down on paper or digitally. How am I supposed to know what I think before I read what I write” (AC02) | … then they experience relief (O) because they get their concerns off their chest (M) |
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| Together with the support of the counselors, those seeking advice are enabled to find new ways to deal adequately with problems in the care of the care recipient. In doing so, counselors pursue the goal of “giving the counselee the space to help shape the path” (AC05) | … then they experience relief (O) because they find ways of dealing with their situation (M) |
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| Another mechanism that contributes to the relief of the counselee in the context of the counseling is empowerment. The counselors succeed in encouraging the counselee to cope with challenging situations. “The person could then look to the future with optimism” (AC05) | … then they experience relief (O) because they are empowered (M) |
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| “There is this request and it is also something very intimate. Although it is anonymous, it is still something very intimate” (AC05). The possibility to address emotionally charged topics in such an intimate counseling context promotes relief for family caregivers | … then they experience relief (O) because they can address emotional issues (M) |
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