Journal articles on the topic 'Complaints'
To see the other types of publications on this topic, follow the link: Complaints.
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 50 journal articles for your research on the topic 'Complaints.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.
1
Mingqiang, Zhou. "Abstracts of the Chinese papers in English." Chinese as a Second Language Research 4, no. 1 (May 1, 2015): 137–40. http://dx.doi.org/10.1515/caslar-2015-0008.
Full textAbstract:
Pragmatic function and cognitive characteristics of discourse markers of complaintsDiscourse markers of complaints, mainly including ‘zhēnshì/yě zhēnshì’ (‘really / is really’), ‘zhēnshìde /yě zhēnshìde’ (‘really / is really’), ‘hébì ne’ (‘why bother’), ‘hékǔ ne’ (‘why bother’), ‘zhìyù mā’ (‘need you …’), ‘nǐ kàn nǐ’ (‘look at you’), ‘bù shì wǒ shuō nǐ’ (‘I want to remind you’), ‘bù shì wǒ V nǐ’ (‘I want to VERB you’), ‘kàn / qiáo nǐ shuōde’ (‘well, listen to you’), ‘nǐ zhè ge / zhè zhǒng rén a’ (‘oh, the likes of you’), ‘zài zěnme shuō’ (‘anyway’), etc., express complaint feelings.The pragmatic frame of discourse markers of complaints includes WHOM, WHY and WHAT, among which WHOM and WHAT are two vital factors. People usually complain in three cases: first is to complain behind the back of an interlocutor, which is graver than the second, to complain face to face; third is to complain about oneself, which is usually in a light way or just to boast with sly humor. The cause of complaints is sometimes identical to the content to be complained about, including complaining interlocutors’ behavior and its consequences, interlocutors’ thought and speech, among which the complaints about interlocutors’ behaviors and its consequences are more common than the complaints about interlocutors’ thought and speech. Different discourse markers of complaints might intensify, weaken or even alleviate the complaining feelings. Depending on different complaining interlocutors and the content to be complained about, the speakers choose corresponding discourse markers of complaints to make the complaining content fit their feelings. The sentiments of complaints can be classified into following categories: the first is a self-compliment, a false complaint concealing actual praise; the second is caring displeasure, a tender complaint with sympathy, friendliness and affection to remind the addresser of inappropriateness; the third is blaming in different degrees, a complaint of criticism with an excuse in a stern tone, or that of disapproval with no excuse in the same tone, or that of mocking in a teasing tone, as well as that of self-reproach, of persuasion, of rejection, of marked ellipsis with no gist and ground of the blame, etc. The sentiments of complaint may be expressed with the marked speech with criticism and blame at the fore, while the marked speech is indispensible from the changeable context of complaints due to a wide variety of complainees.The objects to be complained about can be the interlocutors, the speaker him/herself and the facts. When the object to be complained about is the interlocutor, the speaker may complain to them face to face, or behind their back; when an object to be complained about is facts, the complaints will be with a lighter tone, and only with comments and descriptions on the facts; when the object to be complained about is the speaker him/herself, the complaints will be with lightest tone. The discourse markers of complaints are usually used in the negative contexts, mainly by 4 means: first is to use negative sentences, second is to use contrast expressions, third is to use rhetorical questions, fourth is to use some other special expression, such as Chinese idioms ‘duì niú tán qín’ (‘play the lute to a cow’), ‘diū rén xiàn yǎn’ (‘disgraced’) etc., or commentary adverbs, such as ‘chàdiǎner’ (‘almost’), ‘jiǎnzhí’ (‘simply’), ‘lǎoshì’ (‘always’), ‘hébì’ (similar to ‘why must...’)，or sentence constructions with negative connotation, such as ‘lián…dōu’，‘gēnběn bù…’，‘yě tài…’ etc. When discourse markers are used in the negative contexts, the scale of complaining tone is like this (from heavy to light): rhetorical question sentence ＞ negative sentence ＞ contrast sentence ＞ other sentence.To choose the right discourse markers of complaints, the speakers must correctly understand the functions of the corresponding discourse markers. Meanwhile, listeners can catch the speakers’ real implication by seizing the characteristics of the discourse markers of complaints.The discourse markers of complaints can be researched in terms of the following aspects: the impacts of contexts, the common and distinct functions of the complaint markers, and the convergence of cognition on the pragmatic function.
2
Pitarka-Carcani, Iris, George Szmukler, and Claire Henderson. "Complaints about care in a mental health trust." Psychiatric Bulletin 24, no. 10 (October 2000): 372–76. http://dx.doi.org/10.1192/pb.24.10.372.
Full textAbstract:
Aims and MethodA retrospective review of a random sample of written complaints made by, or on behalf of, users of psychiatric services to determine: (a) the number and nature of written complaints against clinical aspects of services in a mental health trust over a 1-year period; and (b) what information complaints provide about deficiencies in the quality of care.ResultsOut of 325 recorded complaints in 1997, 192 concerned clinical aspects of services; 89% of complainants complained once. There was a roughly equal split between complaints about technical v. interpersonal aspects of care. Complaints were far higher from in-patient than from out-patient settings. Evidence that the complaints related to psychotic symptoms was rare. All complaints were resolved locally, but 28 responses by the team were judged unsatisfactory. In 39 cases further action was taken as a result of the complaint, but no disciplinary action was taken against medical staff.Clinical ImplicationsPoor communication is likely to be at the root of many complaints. Room for improvement was found with respect to responses to complaints.
3
Allsop, Judith, and Kathryn Jones. "Withering the Citizen, Managing the Consumer: Complaints in Healthcare Settings." Social Policy and Society 7, no. 2 (April 2008): 233–43. http://dx.doi.org/10.1017/s1474746407004186.
Full textAbstract:
This paper considers concepts of citizenship and consumerism in light of complaints about healthcare, which have risen since the early1990s, due to a greater willingness by the healthcare user to complain, and also the reforms in complaint systems. The narrow legal model for dealing with complaints has been replaced by a managerial model based on corporate sector practice that views complaint handling as a way of retaining customers and organisational learning. The managerial model has proved difficult to embed into the English NHS and has been superposed with a centralised regulatory system that aims to manage performance while also being responsible for reviewing, complaints and being responsive to complainants. It is argued that this may have positive consequences in terms of improving healthcare quality but more negatively, the promotion of consumerism within complaints processes has led to a loss of the right to due process and public accountability.
4
Karafoti, Eleni. "Attending to a possible complaint." Journal of Language Aggression and Conflict 7, no. 2 (September 24, 2019): 269–92. http://dx.doi.org/10.1075/jlac.00030.kar.
Full textAbstract:
Abstract Taking into account that people are reluctant to engage in a conflictual interaction but also that the recognition and interpretation of a complaint is very much contingent on the discourse in which it appears, the present paper adopts a conversation analytic perspective and studies complaints in ordinary conversation. In terms of politeness research, complaints are characterized as ‘face threatening acts’, with the analysis focusing either on the mitigation strategies the complainer may employ or on the description of the acts that are at the complainee’s disposal. From a wider perspective, the most prominent feature of complaints is that they transform an individual’s trouble into an acknowledgeable interpersonal problem. The present research focuses on complaints addressed to participants in the on-going interaction (direct complaints), explicating instances where members themselves reveal their understanding of the complaint. Special attention is given to the mitigation and accounting practices a complainee employs, i.e. noticings, anticipatory apologies and (preemptive) accounts, which all aim to withhold the disaffiliative complaint. Through these practices, not only does the candidate complaint-recipient mitigate the impact of his/her accountability but also third party participants attempt to avoid the delivery of the complaint. The data of the study consist of 20 audio-recorded conversations between friends and relatives and are drawn from the Corpus of Spoken Greek of the Institute of Modern Greek Studies.
5
Oktari, Nendy, and Jalalin. "The Incidence of Knee Pain Complaints in Pedicab Riders in the Kemuning District, Palembang." Sriwijaya Journal of Medicine 3, no. 3 (October 31, 2020): 119–28. http://dx.doi.org/10.32539/sjm.v3i3.227.
Full textAbstract:
Background: Knee pain is a major source of disability, and the most frequently complained of disease in people aged 50years and over, this complaint is often associated with osteoarthritis. Complaints of knee pain in OA patients are stronglyassociated with decreased stability of the knee joint. As the main stabilizer in the knee joint, extensor muscle strengthplays a major role in the pain complaints that occur, so that one of the recommended physiotherapy measures for kneeosteoarthritis patients in reducing pain complaints is to exercise the knee extensor muscle strengthening in the form ofpedaling a bicycle. The pedaling movement is a work activity carried out by pedicab drivers. Therefore, this study wasconducted to determine the incidence of knee pain complaints in pedicab riders in the District of Kemuning, Palembang.Method: This type of research is descriptive with cross sectional study design. The study population was pedicab driverswho operated in the Kemuning District of Palembang. Primary data were collected by conducting interviews todetermine whether there were complaints of pain in the knee and assessed by the KOOS Score and Numeric Rating Scale(NRS), as well as measurements of body weight and height. Results: The results showed that 8 pedicab drivers (17.8%)complained of knee pain and 37 pedicab drivers (82.2%) did not complain of pain in their knees. Conclusion: Theincidence of knee pain complaints among pedicab drivers in the Kemuning sub-district of Palembang is lower than that ofpedicab drivers who do not complain of pain in their knees.
6
Bingham, June. "A Complaint against Complaints." Annals of Internal Medicine 138, no. 1 (January 7, 2003): 73. http://dx.doi.org/10.7326/0003-4819-138-1-200301070-00017.
Full text
7
Kusumanugraha, Yaffi Arrizki. "The Evaluation of Foreman Competency Suitability on Consumer Complaints." Jurnal Teknik Sipil dan Perencanaan 20, no. 2 (November 29, 2018): 117–22. http://dx.doi.org/10.15294/jtsp.v20i2.16172.
Full textAbstract:
Abstract. The construction industry is one of the most developed industries around the world. Similar to the housing construction industry, consumers who buy a house on the developers sometimes have a complaint about the units they buy. Because of the consumer complaints, the developers expend more money to use the services of foreman complaints. Quality of foreman complains determines the result of consumer complaint work. Elements of competence that affect the performance of the foreman complain were analyzed using SPSS and descriptive percentage. Descriptive method of percentage of frequency calculated in percent. The elements analyzed are the skills competence, the work experience competence, the discipline competence and the wage competency. The results of the research showed that the elements that affected the foreman complaints are the skills competence 88.56%, the work experience competence 85.56%, the skills competence 88.56% the discipline competence 89.07% and the wage competency 89.73%. The strategies that must be implemented to improve the performance of the foreman complain are to supervise the continues improvement of the team owner, and also repeat orders according to the portion (the foreman capacity), selecting the workman or labor that will be used by the foreman to do a job and also make a skill assessment from the foreman and his team, conducting training programs for the foreman and the craftsman can also be a strategy to improve the performance of the foreman complain.
8
Irene Waine, Andreasta Meliala, and Valentina Dwi Yuli Siswianti. "PENANGANAN KOMPLAIN DI RUMAH SAKIT." Jurnal Manajemen Pelayanan Kesehatan (The Indonesian Journal of Health Service Management) 23, no. 04 (March 18, 2022): 127–32. http://dx.doi.org/10.22146/jmpk.v23i04.4253.
Full textAbstract:
Background: Complaint management is a strategy used by agencies in dealing with consumer complaints. Seeing consumer complaintsis an opportunity for agencies to retain consumers. Through an effective complaint handling process, information from customerswill be obtained as input in improving and developing agency service activities. Complaints are a form of dissatisfaction with informationor services received. Thus, complaints can solve customer dissatisfaction problems in hospital services to improve hospital quality.Objective: This study aims to evaluate the effectiveness of handling complaints at the Panti Rapih Hospital.Methods: This research is qualitative. Subjects in the study were ten officers who often handled complaints. The study was conductedin May-June 2019 at Panti Rapih Hospital.Results: The availability of supporting facilities is adequate, including complaint channels via SMS, email, via telephone, suggestionbox, complaint sheet. All staff have received training in effective communication. The flow and procedures for handling complaintshave been maximized. However, their many complaints are still repeated. The process of monitoring and evaluating complaint handlingreporting documentation has been running optimally. The response time for handling complaints is perfect because all casesare handled on average 1x24 hours, the response time reaches 95%.Conclusion: The handling of complaints at the Panti Rapih Hospital has been maximized but ineffective. The handling is not yet effectivebecause the information system process does not support the complaint handling process, for example, the delivery of information topatients who have not been able to in real-time. The mechanism for handling complaints is carried out by submitting complaints verballyand in writing to the maximum extent.
9
Ahmad, Normah Binti, G. Sharina Shaharuddin G, Nor Rasimah Abdul Rashid, Sri Qamariah Mohd Samsir, and Sarinah Sharif. "Analysis of Complaints in the Comments Section on Air Selangor's Facebook Page." International Journal of Modern Languages and Applied Linguistics 6, no. 1 (March 30, 2022): 48–62. http://dx.doi.org/10.24191/ijmal.v6i1.15481.
Full textAbstract:
The speech act of complaints has often caught the attention of researchers in many perspectives. Most previous studies on complaints relied on discourse completion task (DCT) data, and some used ethnographically obtained data. Nowadays, with the widespread use of the Internet, many human affairs have also shifted to online, including complaints. However, there is still not much research done on complaint speech act in an online setting. Therefore, this study has utilized the data of complaints in the comments section on the Facebook page of Syarikat Air Selangor. A total of 74 complaints were obtained from 200 comments in the comments section on Air Selangor's Facebook page. Water consumers make complaints as a response to a notification of water supply disruptions in the Klang Valley. The data were analyzed using the framework introduced by Depraetere et al. (2020) and Decock & Depraetere (2018). The results showed that complainers preferred using only one and two components, namely the strategy of complaints and dissatisfaction or a combination of both. The results proved that the complainers employ more implicit complaint strategies and less explicit strategies. Although this study was conducted in an online setting, it was found that the complaints made were not too aggressive and did not use many harsh words. Most complaints only stop as far as component B, which is dissatisfaction and do not escalate further.
10
Humphreys, John S., Terri A. Meehan-Andrews, Judith A. Jones, Lynn D. Griffin, Bethia A. Wilson, and Karly B. Smith. "How do rural consumers contribute to quality assurance of health services?" Australian Health Review 29, no. 4 (2005): 447. http://dx.doi.org/10.1071/ah050447.
Full textAbstract:
Objective: To investigate the reasons for complaint or non-complaint by rural consumers of health services. Design: Qualitative study using focus group discussion of hypothetical scenarios. Setting: Selected rural communities in the Loddon- Mallee region of north-western Victoria. Participants: Sixty volunteer participants in eight focus groups recruited through advertising. Main outcome measure: Issues and themes concerning circumstances leading to, and factors inhibiting, complaints about a health service and awareness of complaints mechanisms. Results: Compared with residents of larger towns, those of small communities were more likely to report they would complain to the local provider, whereas those in larger towns were more likely to mention Hospital Boards or the Commissioner. Deterrents to making complaints included the lack of services, scepticism about the role of complaints in bringing about change and an attitude that it was more appropriate to try to fix the problem than complain about it. Lack of awareness of appropriate complaint mechanisms which feed into quality assurance processes was also identified.
11
Worden, Robert E., Heidi S. Bonner, and Sarah J. McLean. "Procedural Justice and Citizen Review of Complaints Against the Police: Structure, Outcomes, and Complainants’ Subjective Experiences." Police Quarterly 21, no. 1 (December 21, 2017): 77–108. http://dx.doi.org/10.1177/1098611117739812.
Full textAbstract:
People who file complaints against the police tend to experience objectively unfavorable outcomes, for most complaints are not sustained. But features of citizen oversight might be expected to enhance the procedural justice of the complaint review process and, hence, provide positive subjective experience despite the outcomes. Using data collected through interviews with complainants about their experience with complaint review in a city that provides for citizen oversight, we examine the factors associated with complainants’ subjective experiences. We find that complainants’ subjective experiences are shaped mainly by outcomes, while features of the process that might be expected to enhance its procedural fairness have little or no effect on complainants’ judgments.
12
Sudrajat, Ginanjar Agung, and Ade Eviyanti. "Village Complaints Application System Based On Android Webview." JOINCS (Journal of Informatics, Network, and Computer Science) 5, no. 1 (April 29, 2022): 5–9. http://dx.doi.org/10.21070/joincs.v5i1.1597.
Full textAbstract:
Many residents in the village of Entalsewu, Buduran District, Sidoarjo Regency, often complain about the situation in the village. Complainants do not know where to go to convey their complaints in the village environment. For example, roads that are damaged and have potholes due to frequent vehicles and extreme rainy weather along the roads in Entalsewu village and also the dead and dim public street lighting (PJU) have not been repaired so that road users experience accidents at night, many residents' houses flooded water that enters the house. Therefore, to overcome this problem, the author designed a village complaint application system based on android webview with a case study of village development. Which aims to make it easier for the public to make complaints in the village of Entalsewu, Buduran District, Sidoarjo Regency. This android application can be used by the public to make complaints online. This application can also make it easier for the village government to respond to community complaints. In this study, the author uses the Waterfall method as a process or flow of research results.
13
Knop, Krzysztof, and Robert Ziora. "Statistical Analysis and Prediction of the Product Complaints." System Safety: Human - Technical Facility - Environment 4, no. 1 (December 1, 2022): 99–115. http://dx.doi.org/10.2478/czoto-2022-00011.
Full textAbstract:
Abstract The article presents the results of the analysis of cardboard packaging complaints based on selected quality tools and statistical tools for the purpose of a rough assessment of the effectiveness of corrective and preventive actions taken by the surveyed company and for predictive purposes. The analysis was performed in terms of two research periods - 1 year and quarters, and from the point of view of total complaints and external - customer complaints. Data on the number of products complained of as well as financial losses incurred by the company on this account were analysed. The article presents the potential of both classic quality tools and statistical tools for the purposes of in-depth analysis of complaints data and for predictive purposes and subsequent risk analysis. The critical complaint was indicated - complaint code 403 - overprint. The number of complained products to be expected in the next quarter of the new year was determined. The article shows that the corrective and preventive actions taken by the company have not yet brought the expected result in the form of reducing the number of products complained by customers during the quarters surveyed.
14
H.A. Bijmolt, Tammo, Eelko K.R.E. Huizingh, and Adriana Krawczyk. "Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet." Internet Research 24, no. 5 (September 30, 2014): 608–28. http://dx.doi.org/10.1108/intr-03-2012-0056.
Full textAbstract:
Purpose – The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels. Design/methodology/approach – Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: whether they had negative experiences with online purchases, whether they complained, and whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions. Findings – Remarkable differences arise among the consumers with respect to intentions to repurchase on the internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting. Originality/value – This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.
15
Hanganu, Bianca, Irina Smaranda Manoilescu, Cristian Paparau, Laura Gheuca-Solovastru, Camelia Liana Buhas, Andreea Silvana Szalontay, and Beatrice Gabriela Ioan. "Why Are Patients Unhappy with Their Healthcare? A Romanian Physicians’ Perspective." International Journal of Environmental Research and Public Health 19, no. 15 (August 2, 2022): 9460. http://dx.doi.org/10.3390/ijerph19159460.
Full textAbstract:
Background: Medical professional liability complaints are not triggered by a single factor, but rather by multiple factors, each having more or less implications, such as the characteristics of the physician, the medical system, the patients, the complexity of their pathology, and the inherent limits of medicine. Knowledge about the factors that initiate the complaint procedure is essential to identify the targeted measures to limit their prevalence and impact. The purpose of this study was to identify the reasons behind the malpractice complaints and the factors that may influence the initiation of complaints by the patients. Material and Methods: This study was conducted using an online questionnaire, addressed to Romanian doctors, with questions about the reasons for patient dissatisfaction and complaints, the factors that predispose a physician to being complained against, and the protective factors against patient complaints. Results: The study group included 1684 physicians, of whom 16.1% were themselves involved in a complaint, and 52.5% knew of a colleague who was complained against. The opinions of the participants regarding the reasons for the complaints, the predisposing factors to complaints, and the factors that contributed to the reported incident showed a strong link between professional liability complaints and the physician–patient/patient’s family relationship. The relationship between fellow physicians is additional to this. Conclusion: This study reveals that the improvement in the relational aspects of medical practice (physician–patient relationship and relationship between physicians) has the highest potential to decrease the number of malpractice complaints. Its practical relevance is related to the need for training physicians in the relational aspects of medical practice during academic years and throughout their career.
16
Marvin, Stevie, and Susan Thibeault. "Pharyngeal Versus Esophageal Stasis: Accuracy of Symptom Localization." American Journal of Speech-Language Pathology 29, no. 2 (May 8, 2020): 664–72. http://dx.doi.org/10.1044/2019_ajslp-19-00161.
Full textAbstract:
Purpose The purpose of this article was to determine whether patients who complain of bolus stasis are accurate at localizing bolus stasis as measured by a videofluoroscopic swallowing study with an esophagram. Method This study used a prospective analysis of outcomes data from the University of Wisconsin–Madison Voice and Swallow Outcomes database in patients with complaints of bolus stasis who completed the combined videofluoroscopic swallowing study and esophagram to determine the accuracy of bolus stasis localization. Results Dysphagia evaluation was completed in 301 patients with complaints of bolus stasis. Patients with complaints of bolus stasis in the throat (i.e., pharynx and cervical esophagus) were less accurate at localizing bolus stasis than patients with complaints in the thoracic esophagus ( p < .001). Esophageal stasis was the most common finding regardless of complaint location. Conclusion Patients are poor at localizing bolus stasis, and esophageal stasis is common in patients who complain of pharyngeal stasis. This work supports a comprehensive evaluation of both the pharynx and the esophagus for patients with complaints of bolus stasis in the throat. Future research should focus on identifying symptom profiles that could lead to targeted swallowing evaluations based on patient history and complaint.
17
Nguyen, Quoc Nghi, Anh Tin Ngo, and Van Nam Mai. "Factors impacting online complaint intention and service recovery expectation: The case of e-banking service in Vietnam." International Journal of Data and Network Science 5, no. 4 (2021): 659–66. http://dx.doi.org/10.5267/j.ijdns.2021.8.001.
Full textAbstract:
With advanced technology, service providers have used multiple channels to get customer feedback. Online complaints are considered a useful solution for many service providers. If the online complaints are appropriately resolved, this not only helps recover customer satisfaction but also enhances the service image in customers' minds. This study applies structural equation modeling (SEM) to determine the affecting factors on online complaint intention and service recovery expectation in e-banking services. Research data are collected by random sampling with a sample size of 206 customers who have ever experienced e-banking service failures. The study demonstrated that customers' intention to complain online is influenced by attitude towards online complaints, complaint experience, and service failure severity. Besides, online complaint intention positively influences customers’ recovery expectations for e-banking service failures.
18
Choy, Jenny, Vikas Sethi, Jose Mosco-Guzman, Thomas Hoffman, and Weston Connelly. "A Diagnosis Not to Miss: A Case of Fitz-Hugh-Curtis Syndrome." Case Reports in Infectious Diseases 2022 (October 10, 2022): 1–4. http://dx.doi.org/10.1155/2022/1185314.
Full textAbstract:
Fitz-Hugh-Curtis syndrome is a rare disease attributed to complications of pelvic inflammatory disease secondary to chlamydia or gonorrhea infections. Patients generally complain of vague abdominal pain that is often acute in onset, with or without genitourinary complaints. We present a case of Fitz-Hugh-Curtis syndrome with a young female who presents with a complaint of right upper quadrant abdominal pain for 2 months’ duration. She initially had no genitourinary complaints. She underwent a diagnostic laparoscopy and cholecystectomy during which adhesions from the lateral liver to the abdominal wall were visualized. The cholecystectomy did not relieve her pain. She later complained of abnormal vaginal bleeding for 15 days one month prior to her admission, unbeknownst to the medical team on admission. A chlamydia DNA probe test was positive, and the diagnosis of Fitz-Hugh-Curtis syndrome was made.
19
Sulistyowati, Endah, and Danny Wibowo. "Consumer Complaint Behavior (CCB) of Jombang Health Card (KJS) for increasing health facility service." Journal of Economics, Business & Accountancy Ventura 18, no. 1 (June 2, 2015): 121. http://dx.doi.org/10.14414/jebav.v18i1.388.
Full textAbstract:
The purpose of this study is to see and assess why they complaint, how to make complaints and alternative for patients complain KJS (Jombang Health Card) users, as such information from various forms of complaint can be used to improve health care strategy hospital. This is an exploratory and qualitative research using Focus Group Discussion (FGD) towards 20 people. It was found that the reason KJS users complain services is due to factors that include poor service, poor facilities, the be-ginning of a long process and product factors include: the availability of drugs, limited room space and time limits hospitalization. The second factor is a fatal loss, allowing participants to have a longer hierarchy levels due to passing through a more complicated procedure. Complaints and personality types of participants affect the nature of the expectations expressed through the submission of a complaint. The results include the results of the settlement of complaints received by the partici-pants, and satisfaction evaluation with the settlement. Generally poor service stimu-lates participants to convey a simple complaint in connection with suggestions or criticism to improve services and hospital management.
20
Kuster-Boluda, Amparo, Natalia Vila Vila, and Ines Kuster. "Managing international distributors’ complaints: an exploratory study." Journal of Business & Industrial Marketing 35, no. 11 (April 4, 2020): 1817–29. http://dx.doi.org/10.1108/jbim-11-2018-0336.
Full textAbstract:
Purpose Complaint management is at the heart of customer relationship management. While many studies have analyzed a client’s complaint behavior in business-to-business (B2B) relationships, there is a lack of research in the study of complaints by distributors from different countries. The purpose of this paper is to explain the following two main objectives: to analyze if the complaint management strategy of a manufacturer varies depending on the type of international distributor used (indirect exporters, direct exporters and commercial subsidiaries); and to analyze the potential effects of complaint management on the satisfaction and fidelity of distributors and the quantity of complaints that they put. Design/methodology/approach A stratified probabilistic sampling method was used, dividing the entire population of distributors of a leading Spanish manufacturer into three different groups. In total, 79 valid responses were obtained as follows: 24 per cent from indirect exporters (organizational commitment Grade 1), 68 per cent from direct exporters (organizational commitment Grade 2) and 8 per cent from commercial subsidiaries (organizational commitment Grade 3). Partial least squares were used to analyze the proposed relationships. Findings The results have confirmed that the procedure for resolving the complaint and its length (resolution time) depends on the seriousness of the complaint (the type of complaint). In turn, the resolution of the complaint influences the satisfaction of the vendor and the latter will influence its fidelity. Regarding the number of complaints, those distributors with the highest number of complaints satisfactorily resolved are those who remain loyal to the company. On the contrary, it is not possible to affirm that the type of distribution channel affects the types of complaints that are presented. Different kinds of distributors of the same manufacturer (indirect exporters, direct exporters and commercial subsidiaries) complain equally. In addition, those whose complaints take longer to resolve are not significantly less satisfied. Even more, low-satisfied distributors will present more complaints than the most satisfied ones. Originality/value First, this study investigates if different kinds of distributors with different international commitments (indirect exporting, direct exporting and commercial subsidiary) behave differently in terms of claims and complaints. Second, this paper analyzes the role of complaint management in international B2B relations to improve distributors' satisfaction and loyalty; but considering the join impact of three dimensions of a successful complaint management strategy that literature usually has examined separately as follows: what (the type of complaint), how it is resolved (management procedure) and when it is closed (duration).
21
Karaagac, Canan. "Evaluation of Complaints Notified to Private Hospitals in Ankara Province." New Trends and Issues Proceedings on Advances in Pure and Applied Sciences, no. 8 (December 22, 2017): 60–67. http://dx.doi.org/10.18844/gjapas.v0i8.2817.
Full textAbstract:
Depending on increasing interest in patient rights and innovations in medicine, the expectations of patients and value judgements change. This study aimed to examine the development process of private health services in Turkey and evaluate the problems and complaints about the services provided in these hospitals. In this context, the formal complaints to private hospitals in Ankara and applications made on the Internet were examined. The complaint data taken from the Ankara Provincial Health Directorate in 2013–2015 were analysed and 15 complaints were qualitatively examined. Evaluations were made by categorising the private hospitals and clinics and subcategories of data belonging to ‘sikayetvar.com.tr’, the biggest Internet complaint platform of Turkey. It was determined that the most problem was about wages, followed by patient rights, emergency services and medical errors. Most of the complaints in private hospitals were of doctors, and 57% of the complainants were women. Keywords: Hospitals, medical errors, patient rights, Turkey.
22
Wright, George. "Complaints handling." Dental Nursing 17, no. 10 (October 2, 2021): 479–82. http://dx.doi.org/10.12968/denn.2021.17.10.479.
Full textAbstract:
George Wright gives a step-by-step guide for dental nurses Aims & Objectives By the end of this article, you will gain an understanding of: The definition of a complaint The regulatory requirements for handling complaints How complaint handling should be approached including a step-by-step guide for responding to complaints The differing requirements for responding to verbal and written complaints The importance of self-care when in receipt of a complaint
23
Bhattacharyya, Kallol Kumar, Lindsay Peterson, John Bowblis, and Kathryn Hyer. "Analyzing Nursing Home Complaints: From Substantiated Allegation to Deficiency Citations." Innovation in Aging 4, Supplement_1 (December 1, 2020): 82–83. http://dx.doi.org/10.1093/geroni/igaa057.271.
Full textAbstract:
Abstract Complaints provide important information to consumers about nursing homes (NHs). Complaints that are substantiated often lead to an investigation and potentially a deficiency citation. The purpose of this study is to understand the relationship between substantiated complaints and deficiency citations. Because a complaint may contain multiple allegations, and the data do not identify which allegation(s) lead to a complaint’s substantiation, we identified all substantiated single allegation complaints for NHs in 2017. Our data were drawn from federally collected NH complaint and inspection records. Among the 369 substantiated single-allegation complaints, we found most were categorized as quality of care (31.7%), resident abuse (17.3%), or resident neglect (14.1%). Of the deficiency citations resulting from complaints in our sample, 27.9% were categorized as quality of care and 19.5% were in the category of resident behavior and facility practices, which includes abuse and neglect. While two-thirds (N=239) of the substantiated complaints generated from 1 to 19 deficiency citations, nearly one third had no citations. Surprisingly, 28% of substantiated abuse and neglect allegations resulted in no deficiency citations. More surprisingly, a fifth of complaints that were categorized as “immediate jeopardy” at intake did not result in any deficiency citations. We also found a number of asymmetries in the allegation categories suggesting different processes by Centers for Medicare and Medicaid Services (CMS) region. These results suggest that the compliant investigation process warrants further investigation. Other policy and practice implications, including the need for better and more uniform investigation processes and staff training, will be discussed.
24
Satyogi, Pooja. "Law, police and ‘domestic cruelty’: Assembling written complaints from oral narratives." Contributions to Indian Sociology 53, no. 1 (February 2019): 46–71. http://dx.doi.org/10.1177/0069966718812522.
Full textAbstract:
This article examines the relationship between law and the police in the Special Protection Unit for Women and Children (Unit), Delhi. It explicates how women police officers negotiate meanings of ‘domestic cruelty’ under the Dowry Prohibition Act, 1961, read with Section 498-A of the Indian Penal Code (IPC), in a milieu where narratives of violence they encounter from women complainants often challenge interpretations of domestic violence. Taking two instances, one in which a complainant came to the Unit without a written complaint, and the second in which changes were made to the complaint after it was officially submitted, I delineate the shape that their formal complaints took, central to which was the role performed by the police officers assigned to them. The officers, I contend, strove to make the complaints legally stand up, with the awareness that although most complaints do not end in litigation, the act of writing the complaint constituted an important step for complainants to get what I call a working sense of their experiences of cruelty. I conclude that although police’s discretionary power is understood to give way to reckless arbitrariness and discrimination, its mutability and amorphousness can also contribute towards enabling redress for injury.
25
SMILANSKY, SAUL. "The Paradox of Moral Complaint." Utilitas 18, no. 3 (August 21, 2006): 284–90. http://dx.doi.org/10.1017/s0953820806002044.
Full textAbstract:
When may someone complain, morally? And what, if any, is the relationship between legitimate moral complaint and one's own behaviour? I point out a perplexity about a certain class of moral complaints. Two very different conceptions of moral complaint seem to be operating, and they often have contrary implications. Moreover, both seem intuitively compelling. This is theoretically and practically troubling, but has not been sufficiently noticed. The Paradox of Moral Complaint seems to point to an inherent difficulty in our reflective moral intuitions. Given the legislative nature of moral agency, the plausible limitations upon reasonable moral complaint seem to contradict the inviolability of central moral constraints and the complaints they allow. In the sort of cases under discussion, morality seems at once both to insist upon the possibility of moral complaint, and to deny it.
26
Van Rompuy, Ben. "The European Commission’s Handling of Non-priority Antitrust Complaints: An Empirical Assessment." World Competition 45, Issue 2 (June 1, 2022): 265–94. http://dx.doi.org/10.54648/woco2022010.
Full textAbstract:
The Union legislature and courts leave the European Commission a wide discretion in dealing with antitrust complaints submitted to it. The principal external constraint is that if the Commission chooses not to pursue a formal complaint, it must reject it by means of a reasoned decision, which may be subject to judicial review. But the Commission’s administrative discretion is primarily structured and confined by self-imposed rules and principles. Most of these were introduced or formalized when Regulation 1/2003 was adopted and were intended to incentivize complainants to inform the Commission about potential infringements of the EU antitrust rules. This article maps the precise boundaries of the Commission’s discretion to shelve non-priority antitrust complaints and subsequently examines how the Commission operates within that discretionary space. The empirical analysis is based on a unique dataset of all the rejection decisions the Commission adopted between 2009 and 2021, many of which were uncovered and obtained through access to documents requests. It reveals certain discrepancies between the stated rules and principles governing its treatment of complaints and their implementation in practice, which have the clear potential to undermine the incentives the current complaint handling system sought to create for the filing of formal complaints. antitrust, European Commission, complaints, complainant, prioritization, rejection, enforcement, discretion, priority setting
27
YOUSAF, ANNA, BRENDALEE VIVEIROS, and GENEVIEVE CARON. "Rhode Island Department of Health Foodborne Illness Complaint System: A Descriptive and Performance Analysis." Journal of Food Protection 82, no. 9 (August 20, 2019): 1568–74. http://dx.doi.org/10.4315/0362-028x.jfp-19-135.
Full textAbstract:
ABSTRACT Foodborne illnesses create a large impact on both the health and economy of the United States. Early detection of an outbreak is essential to preventing additional illnesses. Foodborne illnesses are commonly identified through foodborne illness complaint systems, and it is vital that public health agencies ensure their systems are functioning effectively for successful detection of foodborne outbreaks. The purpose of this study was to provide a descriptive summary of foodborne illness complaint data in Rhode Island and to evaluate the Rhode Island Department of Health (RIDOH) foodborne illness complaint system's ability to detect foodborne outbreaks using the Council to Improve Foodborne Outbreak Response (CIFOR) target performance measures. Data were collected from all foodborne illness complaints reported to RIDOH by the public from 1 January 2010 to 31 December 2017. During this period, 1,218 foodborne illness complaints in total were reported to RIDOH; 85% of complainants reported their illness within 7 days of symptom onset. Most complainants (73%) did not seek medical attention. There were 54 outbreaks, 80% of which were identified by the complaint system. Most pathogens that were identified during an outbreak detected by the complaint system were nonreportable (69%). CIFOR metrics indicate that the complaint system is functioning (i) at an acceptable level of illness complaints expected based on population size and (ii) at preferable levels for metrics related to outbreak detection. This review of the RIDOH foodborne illness complaint system provides evidence for the vital role of complaint systems in detecting foodborne illness outbreaks. In addition, it demonstrates that complaint systems can detect illnesses in a timely manner, likely preventing further illnesses. This was the first multiyear evaluation of Rhode Island's illness complaint surveillance system and will serve as a baseline for future analyses to monitor trends in performance.
28
Waters, I. "Police Complaints and the Complainants' Experience." British Journal of Criminology 40, no. 4 (September 1, 2000): 617–38. http://dx.doi.org/10.1093/bjc/40.4.617.
Full text
29
Harris, Neville. "Resolution of student complaints in higher education institutions." Legal Studies 27, no. 4 (December 2007): 566–603. http://dx.doi.org/10.1111/j.1748-121x.2007.00070.x.
Full textAbstract:
This paper examines the processes whereby students may bring complaints against higher education institutions. It stresses that a right to redress of grievance is fundamental to the relationship between students and universities. It focuses on internal complaints procedures and discusses the findings from a survey of a representative sample of institutions of which nearly two thirds (25 in total) responded with statistical and other data on the grounds of complaint, the ethnicity and other characteristics of complainants, and the outcome of adjudications. It reveals areas of commonality and divergence in practice and raises concerns about the fairness and accessibility of the procedures. The paper also includes discussion of the process for the external adjudication of student complaints established under the Higher Education Act 2004 and the way that complaints progress to it. The paper discusses the case for reform of higher education institutions’ student complaints procedures, which are surprisingly unregulated, including the introduction of a more independent element such as ‘campus ombudsmen’.
30
J. M, Dr Zaheda J. M. "Pain Complaints of Patients Attending Oral Medicine Clinic." Mustansiria Dental Journal 6, no. 2 (March 25, 2018): 191–97. http://dx.doi.org/10.32828/mdj.v6i2.450.
Full textAbstract:
A survey was done among (460) patients attending Oral Medicine Clinic with an age (6-75) years. The most common type of pain complaints was orofacial pain (87.8%). This study had been performed to investigate the various type of orofacial pain complaints in (404) patients attending Oral Medicine Clinic.It was found that most common type of orofacial pain complaints was dental pain, pain and swelling (85%) followed by pain/ restricted mouth opening, clicking, fatigue in masticatory system which was recorded (9.4%) of orofacial pain complainers with skewed sex distribution for female.Burning mouth compliant was reported in (5.4%) of orofacial pain complainers with skewed sex distribution for male.Patients accuracy in identifying source of pain was found in 100% patient with burning mouth complaints where as (86.8%) of patients with TMJ. Complain have a real problems in their. Masticatory system of those patients with dental pain. Pain and swelling (79.6%) have a real problem in their teeth or in their periodontium
31
Migdadi, Fathi, Muhammad A. Badarneh, and Laila Khwaylih. "Jordanian graduate students’ complaints on Facebook: Semantic formulas and politeness." Lebende Sprachen 66, no. 1 (April 9, 2021): 144–65. http://dx.doi.org/10.1515/les-2021-0007.
Full textAbstract:
Abstract This study examines Jordanian graduate students' complaints posted on a Facebook closed group and directed to the representatives of Student Union at Jordan University of Science and Technology to be transferred to the officials concerned. In line with Boxer (1993b), the study considers the students' complaints to be indirect speech acts, as the addressee(s) are not the source of the offense. Using a sample of 60 institutional complaining posts, the researchers have analysed the complaints in terms of their semantic formulas, politeness functions and correlations with the gender of the complainers. The students’ complaints are classified into six semantic formulas of which the act statement element is indispensable as the complaint is stated in it. The other five formulas, ordered according to their frequency, are opener, remedy, appreciative closing, justification and others. Despite the negative affect typically involved in the complaining act, the semantic formulas identified in this study are found to signal politeness and fit into Brown and Levinson’s (1987) pool of face-saving strategies rather than face-threatening acts. Specifically, when the graduate students direct their Facebook complaints to the students' representatives, they tend to offer camaraderie with them to be encouraged to pursue the problems specified in the complainers’ posts.
32
Elias, Richard M., Karen M. Fischer, Mustaqeem A. Siddiqui, Trevor Coons, Cindy A. Meyerhofer, Holly J. Pretzman, Hope E. Greig, Sheila K. Stevens, and M. Caroline Burton. "A Taxonomic Review of Patient Complaints in Adult Hospital Medicine." Journal of Patient Experience 8 (January 1, 2021): 237437352110073. http://dx.doi.org/10.1177/23743735211007351.
Full textAbstract:
Previous studies show that patient complaints can identify gaps in quality of care, but it is difficult to identify trends without categorization. We conducted a review of complaints relating to admissions on hospital internal medicine (HIM) services over a 26-month period. Data were collected on person characteristics and key features of the complaint. The complaints were also categorized into a previously published taxonomy. Seventy-six unsolicited complaints were identified, (3.5 per 1000 hospital admissions). Complaints were more likely on resident services. The mean duration between encounter and complaint was 18 days, and it took an average of 12 days to resolve the complaint. Most patients (59%) had a complaint in the Relationship domain. Thirty-nine percent of complaints mentioned a specific clinician. When a clinician was mentioned, complaints regarding communication and humaneness predominated (68%). The results indicate that the efforts to reduce patient complaints in HIM should focus on the Relationships domain.
33
KARADUMAN, Muhammet Esat, Adnan HOCAOĞLU, Mustafa SABAK, and Suat ZENGİN. "Analysis of The Complaints of The Patients and Their Relatives to Healthcare Professionals." Journal of Contemporary Medicine 13, no. 1 (January 31, 2023): 72–77. http://dx.doi.org/10.16899/jcm.1218472.
Full textAbstract:
ABSTRACT
Objective
The aim of this study is to determine the complaints of patients and their relatives, to provide necessary measures and to find solutions.
Material and Methods
It was retrospectively analyzed and conducted as a single-center study. The complaints of patients and their relatives who applied to the Patient Rights Unit, Ministry of Health Communication Center, Prime Ministry Communication Center, Presidential Communication Center from the hospital medical records between 2018 and 2019 were examined. Data were analyzed on IBM SPSS Statistics 22.0 package program.
Results
1385 applications were examined. Most of the complainants were men (66.1%). The most frequent complainants were between the ages of 20-40 (56.3%), high-school graduates (56.3%), in the self- employed/artisan group (24.2%). The most of the complaints were made application to the Patient Rights Unit (58.7%). Complaints were most common for physicians who in charge of primary care of the patient (49.5%) and least common for consultant physician (0.2%). The most common complaints were about poor attitude (26.9%) and long waiting time (21.7%). Most of the complaints were made in 2019 (n:835), July (n:239) and on Friday (n:326), and also most of the complaints were made against the Department of Pediatrics (n:190 (13.7%)) and Emergency Medicine (n:129 (9.3%). When the complaint-patient ratio was examined, it was perceived that the most complaints were from the laboratory and pathology departments.
Conclusion
It is concluded that patient rights units are very crucial and they have an important role in evaluating the quality of institutions and determining the existing deficiencies as well as increasing patient satisfaction.
34
Croser, David. "When a patient complains." Dental Nursing 15, no. 7 (July 2, 2019): 324–27. http://dx.doi.org/10.12968/denn.2019.15.7.324.
Full textAbstract:
In the second of the two-part CPD paper, David Croser offers readers a checklist to help keep the management of complaints in-house Aim Part 1 was published in the previous issue of Dental Nursing. It discussed why people might complain about their dental treatment and how the dental team should respond. When read together, these two articles will: Update an understanding of a CPD topic recommended by the General Dental Council Objectives To describe communication skills that support best practice complaints management To understand the risk management strategies behind the steps involved in handling a complaint To understand the benefits of an informal in-house practice complaints procedure so patients can raise issues at an early opportunity.
35
Liu, Xianbing, Yanli Dong, Can Wang, and Tomohiro Shishime. "Citizen Complaints about Environmental Pollution: A Survey Study in Suzhou, China." Journal of Current Chinese Affairs 40, no. 3 (September 2011): 193–219. http://dx.doi.org/10.1177/186810261104000308.
Full textAbstract:
This paper discusses environmental complaints made by citizens living close to industrial polluters in China. Data collected from a questionnaire survey in Suzhou City is used for the analysis. The results confirm a marginal level of citizen environmental complaints in the study area at present. Meaningful findings include the fact that citizens have a tendency to complain collectively, and that perception of the level of environmental information provided by companies significantly determines a citizen's likelihood of lodging environmental complaints. Therefore, the disclosure of corporate environmental information must be emphasized continuously; citizens must be encouraged to correctly understand the environmental performance of companies so that they might make appropriate complaints. Governments need to show their support for citizen-led environmental complaint initiatives. The successful cases would convince them to keep a closer eye on their neighbouring polluters.
36
Hansen, Kevin E., Kathryn Hyer, Amanda A. Holup, Kelly M. Smith, and Brent J. Small. "Analyses of Complaints, Investigations of Allegations, and Deficiency Citations in United States Nursing Homes." Medical Care Research and Review 76, no. 6 (December 12, 2017): 736–57. http://dx.doi.org/10.1177/1077558717744863.
Full textAbstract:
Quality of care in nursing homes has been evaluated from varying perspectives, but few studies analyze complaints made to surveyors. This study analyzed complaints, investigations, and citations for nursing homes nationwide. Using the complaint and survey data sets, analyses match nursing home complaints with findings of investigations conducted. Results showed the average complaint rate was 13.3 complaints per 100 residents and that 43.2% of complaint allegations were substantiated, with complaints about care and services provided being the most prevalent. Variability was noted among the Centers for Medicare and Medicaid Services regions and, on average, 47.5% of facilities had five or more complaints in a given year. While additional research could evaluate the effect of complaint investigations on nursing home quality, results indicated that complaints and subsequent investigations provide further information regarding quality for residents. Results also suggest improvements in the training for surveyors and more consistency across Centers for Medicare and Medicaid Services survey regions.
37
Lenora Tatuhey, Emy, Tukino, and Irpan Hilmi. "Web-based public complaints information system for Subang City." Buana Information Technology and Computer Sciences (BIT and CS) 3, no. 1 (January 20, 2022): 17–21. http://dx.doi.org/10.36805/bit-cs.v3i1.2072.
Full textAbstract:
The media currently limit public complaints, and some people find it difficult to convey or report events in the area. Complaints are still not fully using information technology media. This makes it difficult for the public to provide suggestions or submit complaints. The authors developed an information system for the public complaint process using the waterfall method from these problems. This system aims to create a Jatibaru village website and create a complaint website for the community so that complaints in the community can be conveyed properly through the complaints website. The public can review the complaints to determine whether the complaints have been processed or not. System development using the PHP and HTML programming languages. The final result of this study resulted in a public complaint information system so that the aspirations of the community were properly conveyed to the village government, all complaints would be discussed by the village apparatus to minimize complaints from the community, and with this system, it can also help monitor complaints submitted by the community.
38
YILDIZ ERDURAN, Gamze, and Fatma LORCU. "THE INVESTIGATION OF ONLINE CUSTOMER COMPLAINTS IN THE BANKING SECTOR BY TEXT MINING." Business & Management Studies: An International Journal 8, no. 5 (December 25, 2020): 3835–66. http://dx.doi.org/10.15295/bmij.v8i5.1615.
Full textAbstract:
The goal of this study is to obtain new gains that would provide benefits to businesses from customer complaints that customers offer voluntarily and free of charge. In line with this purpose, in this study, 25,390 online customer complaints concerning banks operating in the retail banking sector in Turkey were analysed by data mining method. By using the clustering method in data mining analysis, complaints were grouped, familiar words, similar or the words used together of the complaints were identified. As a result of the analysis done, the most frequently mentioned banks among customer complaints and the subjects that customers complained about most were determined. It was revealed that the subjects that the bank customers complain about most within the relevant periods were “branch, credit card fee, cancellation, customer service, subscription fee”. Also, the result emerged that bank customers used the words “unfair” and “victimisation” when expressing their dissatisfaction.
39
Risavi, Brian L., Erik Buzzard, and Christopher J. Heile. "Analysis of Complaints in a Rural Emergency Medical Service System." Prehospital and Disaster Medicine 28, no. 2 (January 29, 2013): 184–86. http://dx.doi.org/10.1017/s1049023x13000046.
Full textAbstract:
AbstractIntroductionThe health care industry is increasingly focused on customer service, one aspect of which is dealing with customer complaints. The purpose of this study was to assess the prevalence and nature of complaints against prehospital providers in a rural Emergency Medical Services (EMS) system.MethodsThis retrospective study of logged complaints utilized data from May 28, 1999 through September 26, 2008. All complaints were investigated by a single trained staff member of the regional EMS office. He interviewed witnesses, and reviewed statements and other documentation related to the complaints. Each complaint was classified into one of four categories: (1) operational; (2) clinical; (3) educational; or (4) customer service. In addition, each complaint was examined to determine if the grievance was founded. The study was conducted in a seven-county region of western Pennsylvania with a population of 639,641 and more than 3,000 EMS providers.ResultsThere were 110 complaints over a nine-year period (approximately 12 per year). Forty were considered unfounded complaints (43%) and 49 persons (45%) had made more than a single complaint. No EMS provider had an EMS certification suspended or revoked based on a clinically-related complaint. The data revealed a substantial number of complaints for which insufficient information was available to allow a conclusion based on reasonable certainty or the degree of certainty expected of a reasonable person evaluating the facts.ConclusionOne hundred ten complaints were logged for the study EMS program. No complaints violated treatment protocols. Forty complaints were unfounded. There were 49 “repeat” complaints against providers who had previously had complaints made against them.RisaviBL, BuzzardE, HeileCJ. Analysis of complaints in a rural emergency medical services system. Prehosp Disaster Med. 2013;28(2):1-3.
40
Troyer, J. L., and W. L. Sause. "Complaints Against Nursing Homes: Comparing Two Sources of Complaint Information and Predictors of Complaints." Gerontologist 51, no. 4 (May 17, 2011): 516–29. http://dx.doi.org/10.1093/geront/gnr023.
Full text
41
LI, JOHN, KIRK SMITH, DAWN KAEHLER, KAREN EVERSTINE, JOSH ROUNDS, and CRAIG HEDBERG. "Evaluation of a Statewide Foodborne Illness Complaint Surveillance System in Minnesota, 2000 through 2006." Journal of Food Protection 73, no. 11 (November 1, 2010): 2059–64. http://dx.doi.org/10.4315/0362-028x-73.11.2059.
Full textAbstract:
Foodborne outbreaks are detected by recognition of similar illnesses among persons with a common exposure or by identification of case clusters through pathogen-specific surveillance. PulseNet USA has created a national framework for pathogen-specific surveillance, but no comparable effort has been made to improve surveillance of consumer complaints of suspected foodborne illness. The purpose of this study was to characterize the complaint surveillance system in Minnesota and to evaluate its use for detecting outbreaks. Minnesota Department of Health foodborne illness surveillance data from 2000 through 2006 were analyzed for this study. During this period, consumer complaint surveillance led to detection of 79% of confirmed foodborne outbreaks. Most norovirus infection outbreaks were detected through complaints. Complaint surveillance also directly led or contributed to detection of 25% of salmonellosis outbreaks. Eighty-one percent of complainants did not seek medical attention. The number of ill persons in a complainant's party was significantly associated with a complaint ultimately resulting in identification of a foodborne outbreak. Outbreak confirmation was related to a complainant's ability to identify a common exposure and was likely related to the process by which the Minnesota Department of Health chooses complaints to investigate. A significant difference (P < 0.001) was found in incubation periods between complaints that were outbreak associated (median, 27 h) and those that were not outbreak associated (median, 6 h). Complaint systems can be used to detect outbreaks caused by a variety of pathogens. Case detection for foodborne disease surveillance in Minnesota happens through a multitude of mechanisms. The ability to integrate these mechanisms and carry out rapid investigations leads to improved outbreak detection.
42
Walton, Merrilyn, Patrick J. Kelly, E. Mary Chiarella, Terry Carney, Belinda Bennett, Marie Nagy, and Suzanne Pierce. "Profile of the most common complaints for five health professions in Australia." Australian Health Review 44, no. 1 (2020): 15. http://dx.doi.org/10.1071/ah18074.
Full textAbstract:
Objective The aims of this study were to profile the most common complaints and to examine whether any demographic factors are associated with receiving a complaint for five health professions in Australia. Methods A national cohort study was conducted for all complaints received for medicine, nursing/midwifery, dentistry, pharmacy and psychology from 1 July 2012 to 31 December 2013 (18 months). Data were collected from the Australian Health Practitioner Regulation Agency (AHPRA), the New South Wales (NSW) Health Professional Councils’ Authority and the NSW Health Care Complaints Commission. The frequency and risk of complaints were summarised for the five professions and by demographic information. Results There were 545283 practitioners registered with AHPRA between 1 July 2012 and 31 December 2013, consisting of 20935 dentists, 101066 medical practitioners, 363040 nurses/midwives, 28370 pharmacists and 31872 psychologists. During the study period there were 12616 complaints, corresponding to an annual rate of 1.5 per 100 practitioners. Complaints were most common for doctors and dentists (5% per annum per practitioner) and least common for nurses/midwives (0.5% per annum per practitioner). Sex (P<0.01), age (P<0.01) and country of birth (P<0.01) were all associated with risk of complaint. The most common complaints were clinical care (44% of all complaints), medication (10%) and health impairment of the practitioner (8%). Types of complaints varied by profession, sex and age. Conclusions The risk of a complaint is low, but varies by profession and demographics. The types of complaints also vary by profession and demographics. Differences between professions is most likely driven by their different work tasks and work environments. What is already known on this subject? Although complaints are summarised annually from state and national health regulators, no overall national summary of complaints across professions exists. Thus, it is difficult to examine which complaints are most common, how professions differ from each other or what factors may be associated with risk and type of complaint. Previous studies have primarily focused on a single profession, such as medicine, where, for example, the number of prior complaints, sex, doctor speciality and age have been found to be associated with recurrent complaints. What does this paper add? This paper is the first of this kind to provide a national summary of all complaints from five of the most common health professions in Australia. We found that regardless of profession, men were at least twice as likely to have a complaint made against them than women. We also found that the types of complaint differed between men and women. There were similarities across professions for the most common types of complaints, but clear differences between professions were also noted. Not surprising, clinical care was typically the most common type of complaint for the five professions, but somewhat surprising was the inclusion of health impairment as one of the most common types of complaints. What are the implications for practitioners? Identifying the most common complaints, and the factors associated with these, may assist practitioners to understand their risk(s) of complaint and could potentially assist educators and regulators develop education programs that help reduce complaints.
43
Croser, David. "When a patient complains." Dental Nursing 15, no. 6 (June 2, 2019): 282–83. http://dx.doi.org/10.12968/denn.2019.15.6.282.
Full textAbstract:
In the first of a two-part CPD paper, David Croser considers why patients complain and how the dental team should respond Aim Part 2 will be published in the next issue of Dental Nursing. It provides a checklist to help deal with patient complaints in-house. When read together, these two articles will: Update an understanding of a CPD topic recommended by the General Dental Council Objectives To describe communication skills that support best practice complaints management To understand the risk management strategies behind the steps involved in handling a complaint To understand the benefits of an informal in-house practice complaints procedure so patients can raise issues at an early opportunity This article relates to GDC development outcomes A and D
44
Astia, Idda. "Politeness Strategy in Interlanguage Pragmatics of Complaints by International Students." IJELTAL (Indonesian Journal of English Language Teaching and Applied Linguistics) 4, no. 2 (May 22, 2020): 349. http://dx.doi.org/10.21093/ijeltal.v4i2.528.
Full textAbstract:
The study aims to investigate the speech acts of international students in Universitas Muhammadiyah Surabaya in giving complaints. This study focuses on the complaint speech acts and the politeness strategy which are produced by International students who have different cultural background. This study used qualitative approach because it observed the complaints speech acts of International students in applying the politeness strategy. There were four participants consist of three males and one female. They came from Mexico, Thailand, East Timor and Togo. The data were taken by purposive sampling. The data contained the complaints which were delivered by the international students conducted through chatting on WhatsApp. Those were collected, categorized, analyzed and concluded. Finally, it is inferred that complaint speech acts which used by showing irritation or disapproval expression and blame. Thus, in politeness strategy, social distance (age and status) and cultural background induce the way of giving complaints. Bald on record politeness strategy is used in the culture which has directness term. Moreover, negative politeness is applied by the complainer who has culture in indirectness term. Bald on record politeness strategy has the chance for face threatening acts (FTA) in the other hand, negative politeness strategy can avoid the FTA.
45
Wulandari, Yuni, Denny Hernawan, and Irma Purnamasari. "SISTEM PENGELOLAAN PENGADUAN DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA PDAM TIRTA KAHURIPAN KABUPATEN BOGOR." JURNAL GOVERNANSI 2, no. 2 (March 18, 2017): 125. http://dx.doi.org/10.30997/jgs.v2i2.223.
Full textAbstract:
Regional Water Company (PDAM) is a company that is managed by the Local Government to operate as a body of community service that is selling services and trust in society. PDAM has to must still understand the behavior and wishes of the customers in the utilization of services of drinking water and the discretion of the company in the form term of service standards set, so as to provide a good service that causes customers to be satisfied. One of the PDAM in Indonesia is PDAM Tirta Kahuripan located in Bogor. PDAM Tirta Kahuripan is often get complaints from their customers. Of the Many customers who complained about the poor service system so far is are leaky pipe impact on the high notes of erroneous meter, water quality is still dirty muddy, and sluggish handling of a complaint. The aim of research is to find out a complaint management system in order to improve customer satisfaction at PDAM Tirta Kahuripan. The theory used to analyze a system of customer complaints is the referring to the Minister of Administrative Reform and Bureaucratic Reform No. 3 Year of 2015 on the Road Map Development Complaints Public Service Nationwide with 3 sizes of complaint management : outcomes, targets, and programs. While, improving customer satisfaction using Fandi Tjiptono and Gregory Cahndra theory (2006: 130) with four dimensions to measure customer satisfaction : the system of complaints and suggestions, Customer satisfaction Survey, Ghost Shopping (Shadow Customer), and Customer Switching Analysis. Research methods used in this research is descriptive quantitative method using questionnaires / questionnaire and interviews as the main instrument to collect data. The results showed that the management of customer complaints in accordance with to existing procedures with the acquisition of a score of is 3.32 according to the with category of interpretation of the category is as quite good enough (moderate). Meanwhile, the results of data analysis by increasing customer satisfaction PDAM Tirta Kahuripan obtained a score of is 2.83 in the category with category of interpretation as good enough (moderate). Nevertheless, But there is a needs to be have a system or application that can be accessed in to the customer complaints and the organizers therefore PDAM can respond and follow complaint subsequently. Keywords : Complaint Management System , Customer Satisfaction
46
Worrall, John L. "If You Build It, They Will Come: Consequences of Improved Citizen Complaint Review Procedures." Crime & Delinquency 48, no. 3 (July 2002): 355–79. http://dx.doi.org/10.1177/0011128702048003001.
Full textAbstract:
This study tests the hypothesis that when law enforcement agencies make improvements in their citizen complaint review procedures, a likely consequence is more complaints. Findings from a survey of 700 law enforcement agencies suggest that improvements in citizen complaint procedures result in a higher incidence of complaints. Additionally, certain combinations of citizen complaint review procedures are highly associated with the incidence of complaints. Two recommendations are made: (a) researchers and policy makers need to be attuned to the fact that more complaints will be filed when complaint procedures are reformed, and (b) law enforcement agencies need to be “careful what they ask for;” a higher complaint rate, although a desirable consequence of improved complaint review procedures, could result in unanticipated consequences.
47
Bhattacharyya, Kallol Kumar, and Victor Molinari. "COMPLAINT PATTERNS IN US NURSING HOMES: 2013–2017." Innovation in Aging 6, Supplement_1 (November 1, 2022): 640. http://dx.doi.org/10.1093/geroni/igac059.2370.
Full textAbstract:
Abstract Nursing home (NH) quality of care is often short of meeting residents' and family expectations to maintain optimum quality of life. Using complaints as a facility-level outcome (i.e., complaints per NH), this study updates earlier published findings by replicating prior analyses with more recent data, and by analyzing the number of complaints, complaint allegations, and deficiency citations separately. This will allow us to determine whether any major change has taken place in the consumer complaint pattern in recent years. The result reveals, in the entire study period (2013-2017), overall, 458,101 complaints (5.9/NH/year) were identified that contain 949,466 allegations (12.2/NH/year), which resulted in the issuance of 156,135 deficiency citations (2.0/NH/year) in about 15,600 NHs across the country. Regarding the number of complaints, substantiated complaints, and deficiency citations, the results show a steady increase compared to previous years. Furthermore, there are marked differences among the ten CMS survey regions on the prevalence of overall complaints, substantiated complaints, and deficiency citations. The current study found a lower number of NHs with zero complaints and a higher number of NHs with five/more complaints in later years suggesting a steady increase in the number of complaints over the years. However, the average rate of substantiation of complaint allegations is showing a decreasing trend in recent years. This may be because people are now complaining more due to higher care expectations. Alternatively, it may be simply be because of the easier complaint lodging process developed in recent years. Other policy and practice implications will be discussed.
48
Mohebbi, Alireza, and Amir Yarahmadi. "Association Between Satisfaction with Nasal Appearance and Olfactory Function in Patients Undergoing Septorhinoplasty Surgery." Archives of Iranian Medicine 25, no. 5 (May 1, 2022): 314–18. http://dx.doi.org/10.34172/aim.2022.51.
Full textAbstract:
Background: Any surgery has some complications, and septorhinoplasty is not an exception. The aim of this study was to highlight the relationship between satisfaction with nasal appearance and olfactory function in patients undergoing septorhinoplasty. Methods: This is a cohort study. In this study, 384 patients aged 18 to 45 years who referred to the Ear, Nose and Throat department at Rasoul Akram hospital and private clinics in 2019 underwent septorhinoplasty. All patients were tested by the Persian Smell Identification Test (PSIT) or Rapid Smell Test (RST) before surgery. They were also reassessed one and three months after surgery. Those patients with dissatisfaction with olfactory function after surgery were also followed up for three months and assessed by PSIT or RST to determine their olfactory dysfunction. Results: One month after surgery, 73.5% of patients who were not satisfied with their nasal appearance also complained about the olfactory sense. In addition, 1.5% of patients who were satisfied with their nasal appearance also complained about the olfactory sense. There was a significant difference regarding complaints of the olfactory sense between patients satisfied with their nasal appearance and those not satisfied with their appearance (P<0.05). Three months after surgery, 78.9% patients who were not pleased with their nasal appearance also had an olfactory complaint. Besides, 0.9% of patients who were pleased with their nasal shape also had an olfactory complaint. There was a significant difference regarding olfactory complaints between patients who were pleased with their nasal shape and those who were not (P<0.05). Conclusion: One and three months after septorhinoplasty, most patients who are satisfied with their nasal appearance have no complaints about their olfactory sense, and most patients who are not satisfied with their nasal appearance complain about the olfactory sense. An appropriate outcome of septorhinoplasty with regard to improving olfactory functional status is accompanied by patients’ satisfaction level of achieving good nasal appearance.
49
da Silva, Adaiele Lucia Nogueira Vieira, Mariluci Camargo Ferreira da Silva Candido, Sebastião Junior Henrique Duarte, and Regina Maria dos Santos. "Complaints filed against nursing professionals." Nursing Ethics 23, no. 8 (August 3, 2016): 889–901. http://dx.doi.org/10.1177/0969733015587777.
Full textAbstract:
Background: In their daily practice, Brazilian nurses have been met with complaints from co-workers and patients, as well as bioethical dilemmas intrinsic to the profession, particularly in the context of care delivery. Complaints against nursing professionals have been in the media spotlight. Objective: To examine complaints filed with the Regional Board of Nursing of Mato Grosso do Sul (COREN-MS) in Midwest Brazil. Method: Retrospective, analytical desk research of 111 complaints received by COREN-MS in 2003–2013 was carried out. Characterizations of complainant, professionals investigated, and complaints were the variables investigated. Ethical consideration: The project was approved by the Research Ethics Committee of the Federal University of Mato Grosso do Sul. To ensure confidentiality and anonymity, all documents retrieved were examined in situ and subjects were assigned numbered codes. Results: Most complainants were nursing professionals (40). Most causes of complaint originated in the hospital setting (65). Most allegations were made against nursing technicians and licensed practical nurses (82). Complaints involving interprofessional relationships (85), iatrogenic events (36), and professional liability (20) predominated. Discussion: Bioethical principles were breached, translating to poor-quality nursing care, detrimental to the professional image of nurses among users and nursing professionals alike. Conclusion: The findings can serve as input to guide nursing schools and boards of nursing in developing policies to raise awareness among nursing professionals, sensitizing them to the responsible provision of care in the light of bioethical and legal principles.
50
Davignon, Phil, Aaron Young, and David Johnson. "Medical Board Complaints against Physicians Due to Communication: Analysis of North Carolina Medical Board Data, 2002–2012." Journal of Medical Regulation 100, no. 2 (June 1, 2014): 28–31. http://dx.doi.org/10.30770/2572-1852-100.2.28.
Full textAbstract:
ABSTRACT Anecdotal evidence suggests that communication issues are one of the primary reasons for physician complaints, but quantitative studies have yet to examine this assertion. The North Carolina Medical Board's Complaint Department maintains data on physician complaints and categorizes each complaint based on its primary cause. Using data from 2002–2012, our research focused on complaints against physicians licensed by the North Carolina board to determine the extent to which communication issues contribute to complaints against physicians. An analysis of this data reveals that physician complaints based on communication issues are consistently the most prevalent reason for complaints against physicians in the state of North Carolina. In addition, communication-based complaints account for more than one in five complaints made against North Carolina physicians. These results are discussed in light of their implications for the field of medicine as it seeks to improve patient care.