Service users experience stress and discomfort in the ED. Service users highly appreciate knowing staff who can ease the discomfort. Overall, the results of this review speak in favour of integrated EDs where service users' needs are more likely to be recognized and accommodated.

Co-production involves knowledge and skills based on both lived experiences of citizens and professionally training of staff. In Europe, co-production is viewed as an essential tool for meeting the demographic, political and economic challenges of welfare states. However, co-production is facing challenges because public services and civil society are rooted in two very different logics. These challenges are typically encountered by provider organisations and their staff who must convert policies and strategies into practice. Denmark is a welfare state with a strong public services sector and a relatively low involvement of volunteers. The aim of this study was to investigate how provider organisations and their staff navigate between the two logics. The present analysis is a critical case study of two municipalities selected from seven participating municipalities, for their maximum diversity. The study setting was the Community Families programme, which aim to support the social network of mental health users by offering regular contact with selected private families/individuals. The task of the municipalities was to initiate and support Community Families. The analysis built on qualitative data generated at the organisational level in the seven participating municipalities. Within the two "case study" municipalities, qualitative interviews were conducted with front-line co-ordinators (six) and line managers (two). The interviews were recorded, transcribed verbatim and coded using the software program NVivo.The results confirm the central role played by staff and identify a close interplay between public services and civil society logics as essential for the organisation of coproduction. Corresponding objectives, activities and collaborative relations of provider organisations are keys for facilitating the co-productive practice of individual staff.Organised in this way, co-production can succeed even in a mental health setting associated with social stigma and in a welfare state dominated by public services. K E Y W O R D Scivil society logic, community mental health services, co-production, organisational level, public service logic, qualitative study | 123 VAEGGEMOSE Et al. | INTRODUCTIONAcross Europe, countries make efforts to involve civil society in the co-production of healthcare services to meet the demographic, political and economic challenges of the contemporary welfare state (Pestoff, 2009). The basic idea is to combine the professional knowledge of healthcare providers with knowledge and skills based on the lived experiences of citizens. Citizens can be involved individually as volunteers or collectively within civil society organisations. The concept of co-production was developed in the 1980s in response to a greater awareness of the limitations of the "provider-centric" model of the welfare state (Nimegeer, Farmer, Munoz, & Currie, 2016;Ostrom, 1996;Parks et al., 1981;Pestoff, 2014;Pestoff, Brandsen, & Verschuere, 2013). In practice, the organisation of co-production has several challen...

Summary Objective To investigate non‐attending patients' reasons for non‐attendance and their general and specific attitudes towards a non‐attendance fine. Data sources Non‐attenders at two hospital departments participating in a trial of fine for non‐attendance from May 2015 to January 2017. Design A quantitative questionnaire study was conducted among non‐attenders. Data collection Non‐attending patients in the intervention group were invited to complete the questionnaire. The response rate was 39% and the total number of respondents was 71 individuals. Principal findings The main reason for non‐attendance was technical challenges with the digital appointment and with cancelation. The main part of the respondents was generally positive towards a fine for non‐attendance. However, approximately the half had a negative attitude towards the actual fine issued. Conclusions Technical challenges with appointments and cancelation should get special attention when addressing non‐attendance. Danish non‐attending patients are primarily positive towards the general principle of issuing a fine for non‐attendance. However, a significant proportion of the generally positive, reported a negative specific attitude to the specific fine issued to them. This, however, did not affect their general attitude.

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