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Overstretched resources and steady increases in the number of complaints filed with the offices of the Quebec Service Quality and Complaints Commissioner prompted us to investigate the complaint-handling systems of health-related organizations operating in Commonwealth and Western European countries. We also examined guidelines used to identify higher priority files (i.e., urgent files). Urgent files can then be prioritized in terms of the time taken to provide a conclusion as well as the depth of the examination. A system where a small fraction of complaints is deemed “urgent” was preferred over systems where complaints are categorized into three or more priority levels, because files categorized in the lowest of three or more priority levels risk being neglected. Applying lessons from other systems and considering the Service Quality and Complaints Commissioner’s mandate, we identified three guiding criteria for determining whether files warrant urgent status: threat to safety, involvement of vulnerable person(s) and risk of recurrence (but only when coupled with safety issues). Since determining which files should be considered urgent is not straight forward, these broad criteria can be adapted and applied on a case-by-case basis.

This commentary invites reflection on the positive and negative outcomes of “assistances” provided by a Complaints Commissioner. While the goal of an assistance is to help the user navigate the health system, a lack of clarity and understanding of the process can lead to the user obtaining undue privileges. We suggest three key values to guide the equitable conduct of assistances and we suggest a mixed method research methodology to document the positive and negative impacts of assistances.

Bioethicists have long advocated for patients’ rights by deliberating on what physicians should or should not do for the well-being of patients. Part of this advocacy has involved challenging a paternalistic medical model where physicians are seen as authoritative figures above reproach. Through ombudsperson offices, patients can submit complaints that may lead to medical examiners conducting detailed examinations of physicians’ conduct and decision-making. Prior research indicates that complaints can have serious and broad effects on physicians. We conducted a scoping review to explore and evaluate the extent of the quantitative and qualitative literature examining the effects of complaints on physicians in European and Commonwealth countries. We systematically searched electronic databases (CINAHL, MEDLINE and PsycInfo) and grey literature for primary research that collected information directly from physicians on at least one potential effect of formal complaints. After screening the titles/abstracts of 14,913 records and reviewing 137 full-texts, 25 studies were included. The 25 studies reported on several potential effects, including the patient-physician relationship (3 studies), defensive medicine (14 studies), anxiety (8 studies), depression (8 studies), one’s identity as a physician (5 studies), and anger (5 studies). Generally, the effects evaluated in the included studies were negative. Although the existing literature covered a range of possible effects, few studies assessed the same effects via different methods, and in different regions and contexts. The findings of this scoping review suggest that complaints processes can have negative effects on physicians.

In this case study, we describe an approach to dealing with a complicated, systemic, and multi-faceted organizational issue: the continuum of maternal care from antepartum care, birthing, to post-natal care.

This critical commentary outlines several ethical, clinical, and organizational issues emerging from the removal of significant caregivers in healthcare establishments during the beginning of the COVID-19 pandemic in Montreal. The relevance of provincewide ministerial directives and a newly adopted law on significant caregivers is discussed. To this end, the role of the Complaints and Service Quality Commissioner, together with its challenges, is presented as an intermediary between healthcare managers, users, and significant caregivers to ensure the protection of users' rights. [ABSTRACT FROM AUTHOR]

In Quebec, the complaints examination process in the health and social services network contributes to the continuous improvement of care by allowing users to voice their dissatisfaction to an independent body with the authority to make recommendations to institutions. This process fosters the active participation of users and therefore contributes to democratizing care and services. In addition to its obvious connection with this empowerment objective, bioethics is ubiquitous in the work of the bodies responsible for applying the process, namely the complaints commissioners' offices. This article highlights the implicit use of concepts from bioethics in the day-to-day work of complaints commissioners' offices. We discuss autonomy from the perspective of self-determination and confidentiality in analyzing the complaints' admissibility. We discuss justice in terms of fairness in resource allocation and epistemic justice in complaints' examination. Next, we discuss the similarities in methodologies between bioethics and the complaints examination process, namely clinical ethics grids and narrativity. Finally, we discuss the importance of impartiality, independence, and transparency in the work of complaints commissioners. We conclude by offering some reflections on ways to update the empirical knowledge regarding the objectives of fostering users' participation in their care and democratizing care. [ABSTRACT FROM AUTHOR]

After announcing the launch of a Drag Queen Storytime, the Halton Hills Public Library (HHPL) received positive feedback from the community, but also faced criticism from a small but vocal group of citizens. Complaints reached as high as the mayoral office, challenging the library’s position as a trusted community institution, and testing the rigour of its training, communications, policies, and procedures. Despite the pushback, the library ran a highly successful program and afterward redoubled its commitment to fighting homophobia and promoting equality. This article details how the HHPL came to offer the program, what the response was, as well as suggestions for measuring success and processing complaints.

Résumé Objectifs L’intériorité du corps se redéfinissant par l’expérience de la maladie somatique chronique et de ses thérapeutiques, un des travaux psychiques que nous nous proposons d’étudier est celui de l’hypocondrie. Méthode Nous proposons ici le travail psychothérapeutique avec Bernard, insuffisant rénal chronique traité par hémodialyse, que nous avons suivi directement en hémodialyse pendant sept années. Résultats Bernard nous a amené à nous interroger quant au poison des liens du sang, d’un corps familial qui a contaminé en chair et en pensée son corps et sa psyché, dont son sexe et ses reins, jusqu’à l’os, de par ses associations latentes entre son squelette et l’ossuaire de Douaumont. Il interrogeait dans son travail des périodes bascules tant de vie que de mort, bases fantasmatiques de sa chair, notamment sa naissance prématurée, lorsque sa mort physique était comparable chez lui à un éclatement. Discussion Bernard et notre clinique quotidienne en hémodialyse nous ont conduit à réfléchir aux spécificités chez l’insuffisant rénal chronique traité par hémodialyse du travail de l’hypocondrie. Nous avons également travaillé les questions des traumatismes cumulatifs, des deuils infinis et des figures de cruauté, telles que la sur-vivance, le vampirisme, l’hématophilie, l’identification cadavérique et l’introjection cannibalique. Enfin, nous avons interrogé le mythe transgénérationnel et les scènes primitives, notamment de par ce qui s’hérite par et en corps. Conclusion Les plaintes corporelles et le travail de l’hypocondrie favorisent un travail de rêve, jusqu’à la création, aux fins de ré-animer, ré-humaniser, ré-objectaliser le sujet. Aim of the research Since the interiority of the body is redefined by the experience of a chronic somatic disease and its therapies, one of the psychic approaches we propose to study is the work on hypochondria. Methodology We discuss here the psychotherapeutic work conducted with Bernard over a period of seven years. He had chronic renal failure and was treated by hemodialysis. Results Bernard led us to wonder about the poisonous nature of blood ties, of a family body that had contaminated his body and his psyche, including his genitals and his kidneys, even to his bones. This was linked to latent associations between his skeleton and the ossuary of Douaumont. In his psychotherapy, he explored turning points linked to life and death, the fantasized foundations of his flesh, and in particular his premature birth, where his physical death seemed to him comparable an explosion. Discussion Bernard and our daily practice in hemodialysis clinic led us to reflect on the specificities of chronic renal failure treated by hemodialysis in work on hypochondria. We also explored the accumulation of trauma, endless mourning and figures of cruelty, such as “sur-vivance”, vampirism, haematophilia, cadaveric identification and cannibalistic introjection. Finally, we explored the transgenerational myth and primitive scenes, especially through what is inherited by and in the body. Conclusion The bodily complaints and the work on hypochondria enable work on dreaming, extending to creation, in order to revive, re-humanize and re-objectify the subject. [ABSTRACT FROM AUTHOR]

Introduction: Little data exist on patient complaints to identify the strategy for the improvement of the quality of care of older people with multimorbidities. The aim of this study was to investigate the complaints of older people with multimorbidities at the health care facilities in Bobo-Dioulasso, Burkina Faso. Methods: We conducted a cross-sectional study in the health care facilities in Bobo-Dioulasso from November 2013 to February 2014. Older people aged 60 years or more, with at least a chronic disease, examined in ambulatory or in hospital during the study period were included. Qualitative interviews were conducted using a semi-structured questionnaire. A content analysis was performed. Results: We recorded the complaints related to long waiting time for health care, unsuitable hospital transfer service, lack of shared information on diseases and unsuitable hospitality conditions for older patients come to consultation and hospitalization. onclusion: Improvement strategies should include the renovation and extension of the waiting rooms in the health care facilities, the separation of chronic care practice from acute care practice in ambulatory and in hospital, the support to the empowerment through a better communication with the patient, a community mutual assistance group and the involvement of family members. [ABSTRACT FROM AUTHOR]

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The article proposes the analysis of a corpus of 16 complaint letters from Russian peasants addressed to religious, political or journalistic authorities. These letters were sent during two periods, between 1905 and 1909, and between 1924 and 1925. A thematic bibliography on Russian peasantry from the end of the 19th century to the 1920s is presented, as well as the translation of the letters into French. According to the article, these letters provide a valuable explanation and justification of the Russian Revolution.

Context. – Prospective study of the complaints, problems and requirements of the main caregiver providing home care for demented patients.Objectives. – To determine the weight of patients’aberrant motor comportment on home natural caregiver.Resources. – Self-administered questionnaire of 42 questions on the patient and caregiver, including socio-demographic information and a list of complaints facing the demented patient’s caring. Patient assessment by a neurologist, or a psychiatrist or a geriatrician.Results. – 408 records were compiled: 236 women (77.1 ± 0.47 years) and 172 demented men (75.7 ± 0.57 years). Inadequate motor comportment are present in 52 % of the cases. They worsen with the course of the disease. They increased the carer’s burden. Patient’consciousness of his troubles limit the risk for motor disorders. The main complaints concern violence, agitation, absence of inhibitions of the patient. In this situation, periods of respite are scarce for the carer.Discussion. – Demented patients with Inadequate motor comportment have more behavioural disorder. Caregivers have difficulties to monitor the home situations, and suffer health problems.Conclusions. – Caregivers need respite and information to monitor home care of demented patients. [Copyright &y& Elsevier]

There are specific collections (named “recueils”) on criminal complaints at the National Library of France. This article examines the why and how of these collections: who fed them, for what purpose, and by obeying what motivations. To answer these questions, soliciting professional memory is necessary and using the multiple investigative possibilities provided by the documents digitized by the library and other institutions.

This article examines suburban individual housing in the Soviet city of Riga in the 1950s-1980s. It is based on a corpus of complaints concerning expropriation and destruction, processed by the municipal authorities. Its aim is to shed light on the making of the city by studying residential spaces at the time of their disappearance. While this urban fabric is unknown in the case of the Soviet Union, the requests offer an opportunity to document its material characteristics (houses and gardens) and social uses (renting, gardening...). For this purpose, residents’ descriptions made in support of the complaints are analyzed as a contribution to the negotiations engaged between citizens and the administration relating to expropriations. In particular the analysis sheds light on the property regimes that framed this type of housing and the arrangements made by inhabitants as they occupied properties that explain their attachment to this type of housing