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Background: The path of a complaint and patient satisfaction with complaint resolution is often dependent on the responses of healthcare professionals (HCPs). It is therefore important to understand the influences shaping HCP behaviour. This systematic review aimed to (1) identify the key actors, behaviours and factors influencing HCPs' responses to complaints, and (2) apply behavioural science frameworks to classify these influences and provide recommendations for more effective complaints handling behaviours. Methods: A systematic literature review of UK published and unpublished (so-called grey literature) studies was conducted (PROSPERO registration: CRD42022301980). Five electronic databases [Scopus, MEDLINE/Ovid, Embase, Cumulated Index to Nursing and Allied Health Literature (CINAHL) and Health Management Information Consortium (HMIC)] were searched up to September 2021. Eligibility criteria included studies reporting primary data, conducted in secondary and tertiary care, written in English and published between 2001 and 2021 (studies from primary care, mental health, forensic, paediatric or dental care services were excluded). Extracted data included study characteristics, participant quotations from qualitative studies, results from questionnaire and survey studies, case studies reported in commentaries and descriptions, and summaries of results from reports. Data were synthesized narratively using inductive thematic analysis, followed by deductive mapping to the Theoretical Domains Framework (TDF). Results: In all, 22 articles and three reports met the inclusion criteria. A total of 8 actors, 22 behaviours and 24 influences on behaviour were found. Key factors influencing effective handling of complaints included HCPs' knowledge of procedures, communication skills and training, available time and resources, inherent contradictions within the role, role authority, HCPs' beliefs about their ability to handle complaints, beliefs about the value of complaints, managerial and peer support and organizational culture and emotions. Themes mapped onto nine TDF domains: knowledge, skills, environmental context and resources, social/professional role and identity, social influences, beliefs about capability, intentions and beliefs about consequences and emotions. Recommendations were generated using the Behaviour Change Wheel approach. Conclusions: Through the application of behavioural science, we identified a wide range of individual, social/organizational and environmental influences on complaints handling. Our behavioural analysis informed recommendations for future intervention strategies, with particular emphasis on reframing and building on the positive aspects of complaints as an underutilized source of feedback at an individual and organizational level. [ABSTRACT FROM AUTHOR]

Abstract Background Most studies on injuries of professional dancers used a medical-attention and/or time-loss definition and did not analyse all health problems. Further, almost all studies included just one company. The aim was to analyse all self-reported health problems of professional ballet and contemporary dancers during one season and compare sexes and five companies in Germany. Methods Dancers of five professional companies completed weekly health questionnaires during the season (September 2022 to June 2023). Numerical rating scales were used for severity of all health problems, musculoskeletal pain, impairment of the ability to dance at full potential, physical and mental workload in the previous seven days. If the severity of all health problems were rated greater than “0”, the dancers were asked to report the type and consequences of their most severe health problem. Results During 43 weeks, 98 dancers (39.8% male) completed 3123 weekly reports (response rate 74.1%). The season prevalence of any health problem was 100% and of time-loss health problems 74.5%. The average weekly prevalence of any health problem was 62.7%, of musculoskeletal pain 83.4% and of impaired ability to dance at full potential, due to health problem 48.6%. While the season prevalence and type of health problems was similar between sexes, the average weekly prevalence of severe health problems was higher in female than in male dancers (Chi2 = 23.2; p

Backgrounds: Satisfaction patient is indicator quality service nursing and success in fulfillment service patient. Standardized service​ already should runs on all units, fine room take care regular, and maintenance units intensive. Purpose: Study this aim for analyze influence caring training towards ability nurse manage complain. Method: Study this using a quantitative design with approach quasy experiment design with group control. Sample size are 21 nurses for every group. Group intervention given based caring training theory swanson. Before and after giving training group intervention will assessed ability nurse manage complain then compared to with group control. Results: Research result show there is significant improvement in implementation​ caring behavior of nurses in manage complain, after get training caring behavior with a mean of 11.38. behavior nurse in give service nursing this is form quality service nursing at home sick that can be influence satisfaction patient. Behavior nurse in give service expected and possible care​ satisfying patient is caring behavior, attention and treatment nurse to client with good. Conclusions: This result expected become reference strategy development for overcome problem related enhancement ability nurse manage complain with consider all over components that influence it in the field nursing.

The Secretariat of the Human Rights Commissioner of the Verkhovna Rada of Ukraine includes the Department for Monitoring the Observance of Rights in the Defense Sector and the Rights of Veterans and Servicemen, Prisoners of War and Their Family Members. The Department’s main task is to ensure that the Parliamentary Commissioner for the Observance of the Constitutional Rights and Freedoms of Servicemen exercises his or her powers. During 2022, the Human Rights Commissioner recorded a more than twenty-fold increase in appeals by servicemen regarding the violation of their rights compared to the previous year. In addition, the range of issues on which servicemen and their family members are appealing has expanded. In 2020–2021, the majority of appeals and complaints were related to military service conditions, timely payments, including adequate financial support for the families of fallen servicemen, pension recalculations, and non-compliance by the Pension Fund of Ukraine and other state bodies with court decisions restoring the rights of military personnel, military pensioners and members of their families. During 2022–2023, appeals also included the search for missing persons and the return of captives. The latter account for 72 % of all appeals. At the same time, the percentage of responses to these appeals is extremely low. The published data indicate that the Department for Monitoring the Observance of Rights in the Defense Sector and the Rights of Veterans and Servicemen, Prisoners of War and Their Family Members might not fully cover social and legal protection of these groups. The low response rate compared to the volume of complaints about human rights violations in the security and defense sector may be due to the lack of funding and the lack of qualified specialists. Given the ongoing war between the Russian Federation and Ukraine, the number of appeals will increase, and the volume of unresolved issues will most likely accumulate. Therefore, taking current realities into account, the increase in the number of servicemen and other defense sector employees, it is advisable to follow best practices worldwide and separate the institute of the military ombudsman from the institute of the Parliamentary Human Rights Commissioner. This can be done by introducing an appropriate legislative act and establishing an independent structure with expanded powers regarding veterans, prisoners of war and civilian hostages with its own financing and staff.

Abstract Background The path of a complaint and patient satisfaction with complaint resolution is often dependent on the responses of healthcare professionals (HCPs). It is therefore important to understand the influences shaping HCP behaviour. This systematic review aimed to (1) identify the key actors, behaviours and factors influencing HCPs’ responses to complaints, and (2) apply behavioural science frameworks to classify these influences and provide recommendations for more effective complaints handling behaviours. Methods A systematic literature review of UK published and unpublished (so-called grey literature) studies was conducted (PROSPERO registration: CRD42022301980). Five electronic databases [Scopus, MEDLINE/Ovid, Embase, Cumulated Index to Nursing and Allied Health Literature (CINAHL) and Health Management Information Consortium (HMIC)] were searched up to September 2021. Eligibility criteria included studies reporting primary data, conducted in secondary and tertiary care, written in English and published between 2001 and 2021 (studies from primary care, mental health, forensic, paediatric or dental care services were excluded). Extracted data included study characteristics, participant quotations from qualitative studies, results from questionnaire and survey studies, case studies reported in commentaries and descriptions, and summaries of results from reports. Data were synthesized narratively using inductive thematic analysis, followed by deductive mapping to the Theoretical Domains Framework (TDF). Results In all, 22 articles and three reports met the inclusion criteria. A total of 8 actors, 22 behaviours and 24 influences on behaviour were found. Key factors influencing effective handling of complaints included HCPs’ knowledge of procedures, communication skills and training, available time and resources, inherent contradictions within the role, role authority, HCPs’ beliefs about their ability to handle complaints, beliefs about the value of complaints, managerial and peer support and organizational culture and emotions. Themes mapped onto nine TDF domains: knowledge, skills, environmental context and resources, social/professional role and identity, social influences, beliefs about capability, intentions and beliefs about consequences and emotions. Recommendations were generated using the Behaviour Change Wheel approach. Conclusions Through the application of behavioural science, we identified a wide range of individual, social/organizational and environmental influences on complaints handling. Our behavioural analysis informed recommendations for future intervention strategies, with particular emphasis on reframing and building on the positive aspects of complaints as an underutilized source of feedback at an individual and organizational level.

Abstract Introduction Emerging infectious diseases (EIDs) can disrupt the healthcare system, causing regulatory changes that affect the healthcare-seeking process and potentially increase patient-physician dissatisfaction. This study aimed to collect and analyze patients’ and physicians’ complaints during an EID outbreak to inform potential clues regarding medical quality and patient safety enhancement in future dealing with EIDs, employing text mining methodologies. Methods In this descriptive study, complaint records from January 2020 to February 2023 at West China Hospital, a national medical facility in China, were analyzed. Patient and physician complaints have been retrospectively retrieved from the record from the medical department, and then categorized into distinct groups based on reporting reasons, encompassing COVID-19-related policies, healthcare access, availability of medical resources, and financial concerns. Results During the COVID-19 pandemic, 541 COVID-19-related complaints were identified: 330 (61.00%) from patients and 211 (39.00%) from physicians. The monthly volume of complaints fluctuated, starting at 10 in 2020, peaking at 21 in 2022, and dropping to 14 in 2023. Most complaints from inpatients were expressed by older males aged 40 to 65 (38.82%, 210/541). The primary source of complaints was related to mandatory COVID-19 policies (79.30%, 429/541), followed by concerns regarding timely healthcare services (31.61%, 171/541). Few complaints were expressed regarding the insufficiency of medical resources (2.77%, 15/541) and the high costs (4.25%, 23/541). The frequency of complaints expressed by doctors and patients in the emergency department was higher compared with other departments (24.58%, 133/541). Conclusions Increased complaints may serve as a primitive and timely resource for investigating the potential hazards and drawbacks associated with policies pertaining to EIDs. Prompt collection and systematical analysis of patient and physician feedback could help us accurately evaluate the efficacy and repercussions of these policies. Implementing complaints-based assessment might improve care standards in forthcoming healthcare environments grappling with EIDs.

Abstract Background Several studies have investigated injuries of (pre-)professional ballet dancers, however most used a medical-attention and/or time-loss definition and did not analyse the prevalence of all health problems. The aim was to analyse the frequency and characteristics of all self-reported physical and mental health complaints (i.e. injuries, illnesses and mental health problems) of professional ballet dancers during one season. Methods Three professional ballet companies were prospectively monitored weekly during one season with the Performing artist and Athlete Health Monitor (PAHM). Numerical rating scales (ranging 0–10) were used for severity of musculoskeletal pain, all health problems and impairment of the ability to dance at full potential in the previous seven days. If dancers rated the severity of their health problems or their impairment greater than 0, they were asked to answer specific questions on the characteristics of each health problem. Results Over a period of 44 weeks, 57 dancers (57.9% female) filled in 1627 weekly reports (response rate of 64.9%), in which 1020 (62.7%) health problem were registered. The dancers reported musculoskeletal pain in 82.2% of the weeks. They felt that their ability to dance at their full potential was affected due to a health problem in about every second week (52.6%) or on at least 29.1% of the days documented in the weekly reports. Almost all dancers (96.5%) reported at least one injury, almost two thirds (64.9%) an illness and more than a quarter (28.1%) a mental health problem. On average, every dancer reported 5.6 health problems during the season. Most of the 320 health problems were injuries (73.1%), 16.9% illnesses and 10.0% mental health problems. Injuries affected mainly ankle, thigh, foot, and lower back and were mostly incurred during rehearsal (41.6%) or training (26.1%). The most frequent subjective reasons of injury were “too much workload” (35.3%), “tiredness/exhaustion” (n = 22.4%) and “stress/overload/insufficient regeneration” (n = 21.6%). Conclusion Preventive interventions are urgently required to reduce the prevalence of health problems and especially injuries of professional dancers. Injury prevention measures should regard the balance of the load capacity of professional dancers and the workload in training, rehearsals and performances.

The traditional researcher’s view of Russian history is based on the metropolitan point of view even if the object of study is one of the country’s regions. This is the case because all the main decisions are made in the capital, and therefore it is the state institutions that not only produce but also store the bulk of the documents. But if we turn to regional materials, we can see that the Soviet homogeneity was in fact replaced by heterogeneity. On this basis, the question can be raised to what extent the spatial and geographical factors should be taken into account in the study of the Soviet experience. The formation of a new Soviet subject was an important aspect of the Soviet system. In addition to labor activity, this new Soviet man had to be an active subject in social life as well, contributing to the maintenance of normative order. Letters to the authorities were a form of such struggle for norm and morality. The Soviet system presupposed the possibility of criticizing individual shortcomings in the field as long as the order itself was not questioned. But in the late-Soviet period, moral norms began to be actively extended to the entire Soviet population, not just the high-ranking party officials. This was largely due to the ideas of expanded state management during the transition from socialism to communism and the involvement of the broad masses in this process. The late-Soviet period was marked by the replacement of organized mass violence by various forms of soft control and by building a system of social control. This approach largely coincides with the concept of the moral economy, which was formulated by Edward Palmer Thompson. Even if we do not consider the mass protests that were not uncommon in the USSR, a significant number of appeals and complaints from citizens can be seen as a manifestation of the moral economy. That is, citizens did not seek to break the existing rules of the game but, on the contrary, tried to bring the reality around them to the ideas of morality and justice that were common in various groups of Soviet society.

Introduction: Emerging infectious diseases (EIDs) can disrupt the healthcare system, causing regulatory changes that affect the healthcare-seeking process and potentially increase patient-physician dissatisfaction. This study aimed to collect and analyze patients' and physicians' complaints during an EID outbreak to inform potential clues regarding medical quality and patient safety enhancement in future dealing with EIDs, employing text mining methodologies. Methods: In this descriptive study, complaint records from January 2020 to February 2023 at West China Hospital, a national medical facility in China, were analyzed. Patient and physician complaints have been retrospectively retrieved from the record from the medical department, and then categorized into distinct groups based on reporting reasons, encompassing COVID-19-related policies, healthcare access, availability of medical resources, and financial concerns. Results: During the COVID-19 pandemic, 541 COVID-19-related complaints were identified: 330 (61.00%) from patients and 211 (39.00%) from physicians. The monthly volume of complaints fluctuated, starting at 10 in 2020, peaking at 21 in 2022, and dropping to 14 in 2023. Most complaints from inpatients were expressed by older males aged 40 to 65 (38.82%, 210/541). The primary source of complaints was related to mandatory COVID-19 policies (79.30%, 429/541), followed by concerns regarding timely healthcare services (31.61%, 171/541). Few complaints were expressed regarding the insufficiency of medical resources (2.77%, 15/541) and the high costs (4.25%, 23/541). The frequency of complaints expressed by doctors and patients in the emergency department was higher compared with other departments (24.58%, 133/541). Conclusions: Increased complaints may serve as a primitive and timely resource for investigating the potential hazards and drawbacks associated with policies pertaining to EIDs. Prompt collection and systematical analysis of patient and physician feedback could help us accurately evaluate the efficacy and repercussions of these policies. Implementing complaints-based assessment might improve care standards in forthcoming healthcare environments grappling with EIDs. [ABSTRACT FROM AUTHOR]

In today's digital society, social networks such as Twitter are a preferred place for expressing one's emotions, especially when they are negative. Despite a growing interest in the variety of linguistic realizations of commuters' complaints, little attention has so far been paid to writers' choices, especially when morphologically or syntactically simpler alternative formulations are available. A typical example is the "inference towards the antonym" triggered by the negation of contrary adjectives, an effect that is stronger for positive compared to negative adjectives. In the context of railway transport, a customer could use the negative statement The train is not clean instead of the corresponding affirmative sentence The train is dirty. It remains unclear, in our current state of knowledge, why online customers would prefer more complex constructions to voice their criticisms. Based on a large corpus of tweets sent to the French and Belgian national railway companies by their customers, I have semi-automatically extracted instances of not (very) + adjective (ADJ). Based on previous observations in the literature, I expected positive adjectives to be more frequently used in these negative environments compared to negative ones. As recent research demonstrates that one's desire to save the interlocutor's face is not necessarily the only reason why positive adjectives are used in linguistically negative environments, other motivations will also be considered. More precisely, I suggest that in a context where negativity is prevalent, customers using negated positive adjectives kill two birds with one stone: not only do they signal an issue with a product or a service, pointing to expectations that have not been met by the company, but they also mitigate the impact of their negative comments to the positive face of the service managers with whom they are interacting. By offering a quantitative, corpus-based analysis of negative constructions, complemented by a qualitative linguistic analysis of selected examples, this research sheds new light on users' lexical choices in online negative customer feedback. [ABSTRACT FROM AUTHOR]

Background: Several studies have investigated injuries of (pre-)professional ballet dancers, however most used a medical-attention and/or time-loss definition and did not analyse the prevalence of all health problems. The aim was to analyse the frequency and characteristics of all self-reported physical and mental health complaints (i.e. injuries, illnesses and mental health problems) of professional ballet dancers during one season. Methods: Three professional ballet companies were prospectively monitored weekly during one season with the Performing artist and Athlete Health Monitor (PAHM). Numerical rating scales (ranging 0–10) were used for severity of musculoskeletal pain, all health problems and impairment of the ability to dance at full potential in the previous seven days. If dancers rated the severity of their health problems or their impairment greater than 0, they were asked to answer specific questions on the characteristics of each health problem. Results: Over a period of 44 weeks, 57 dancers (57.9% female) filled in 1627 weekly reports (response rate of 64.9%), in which 1020 (62.7%) health problem were registered. The dancers reported musculoskeletal pain in 82.2% of the weeks. They felt that their ability to dance at their full potential was affected due to a health problem in about every second week (52.6%) or on at least 29.1% of the days documented in the weekly reports. Almost all dancers (96.5%) reported at least one injury, almost two thirds (64.9%) an illness and more than a quarter (28.1%) a mental health problem. On average, every dancer reported 5.6 health problems during the season. Most of the 320 health problems were injuries (73.1%), 16.9% illnesses and 10.0% mental health problems. Injuries affected mainly ankle, thigh, foot, and lower back and were mostly incurred during rehearsal (41.6%) or training (26.1%). The most frequent subjective reasons of injury were "too much workload" (35.3%), "tiredness/exhaustion" (n = 22.4%) and "stress/overload/insufficient regeneration" (n = 21.6%). Conclusion: Preventive interventions are urgently required to reduce the prevalence of health problems and especially injuries of professional dancers. Injury prevention measures should regard the balance of the load capacity of professional dancers and the workload in training, rehearsals and performances. Key Points: The prevalence of health problems is high: Almost all professional ballet dancers (97%) reported at least one injury, 65% an illness and 28% a mental health problem during one season. Health problems have substantial impact: On at least 29% of the days documented in the weekly reports, the dancers were not able to dance at full potential due to a health problem. Many injuries seem to be preventable: Half of the injuries occur during training (26%) or rehearsal run-through (23%) and the most frequent reasons were "too much workload" (35%), "tiredness / exhaustion" (n=22%) and "stress / overload / insufficient regeneration" (22%). [ABSTRACT FROM AUTHOR]

Background: Unsolicited patient feedback (compliments and complaints) should allow the healthcare system to address and improve individual and overall patient, family, and staff experiences. We evaluated feedback at a tertiary cancer centre to identify potential areas for optimizing care delivery. Methods: unsolicited feedback submitted to the Patient Relations Department, relating to the Divisions of Medical and Radiation Oncology, at the Ottawa Hospital, was analyzed. Results: Of 580 individual reports submitted from 2016 to 2022, patient demographics were available for 97% (563/580). Median patient age was 65 years (range 17–101), and 53% (301/563) were female. The most common cancer types were breast (127/545, 23%) and gastrointestinal (119/545, 22%) malignancies, and most (64%, 311/486) patients had metastatic disease. Feedback was submitted mainly by patients (291/579, 50%), and predominantly negative (489/569, 86%). The main reasons for complaints included: communication (29%, 162/566) and attitude/conduct of care (28%, 159/566). While feedback rates were initially stable, an increase occurred from 2019 to 2021. Conclusions: Unsolicited feedback remains mostly negative, and relates to physician communication. If we are to drive meaningful changes in care delivery, more standardized means of assessing feedback and implementation strategies are needed. In addition, in an era of increased healthcare provider burnout, strategies to enhance formal positive feedback are also warranted.

Abstract Background It is uncertain if patient’s characteristics are associated with complaints and claims against doctors. Additionally, evidence for the effectiveness of remedial interventions on rates of complaints and claims against doctors has not been synthesised. Methods We conducted a rapid review of recent literature to answer: Question 1 “What are the common characteristics and circumstances of patients who are most likely to complain or bring a claim about the care they have received from a doctor?” and Question 2 “What initiatives or interventions have been shown to be effective at reducing complaints and claims about the care patients have received from a doctor?”. We used a systematic search (most recently in July 2023) of PubMed, Scopus, Web of Science and grey literature. Studies were screened against inclusion criteria and critically appraised in duplicate using standard tools. Results were summarised using narrative synthesis. Results From 8079 search results, we reviewed the full text of 250 studies. We included 25 studies: seven for Question 1 (6 comparative studies with controls and one systematic review) and 18 studies for Question 2 (14 uncontrolled pre-post studies, 2 comparative studies with controls and 2 systematic reviews). Most studies were set in hospitals across a mix of medical specialties. Other than for patients with mental health conditions (two studies), no other patient characteristics demonstrated either a strong or consistent effect on the rate of complaints or claims against their treating doctors. Risk management programs (6 studies), and communication and resolution programs (5 studies) were the most studied of 6 intervention types. Evidence for reducing complaints and medico-legal claims, costs or premiums and more timely management was apparent for both types of programs. Only 1 to 3 studies were included for peer programs, medical remediation, shared decision-making, simulation training and continuing professional development, with few generalisable results. Conclusion Few patient characteristics can be reliably related to the likelihood of medico-legal complaints or claims. There is some evidence that interventions can reduce the number and costs of claims, the number of complaints, and the timeliness of claims. However, across both questions, the strength of the evidence is very weak and is based on only a few studies or study designs that are highly prone to bias.

Abstract Background Aronia melanocarpa is a berry rich in polyphenols known for health benefits. However, the bioavailability of polyphenols has been questioned, and the individual taste acceptance of the fruit with its specific flavor varies. We recently observed substantial differences in the tolerability of aronia juice among healthy females, with half of the individuals tolerating aronia juice without complaints. Given the importance of the gut microbiome in food digestion, we investigated in this secondary analysis of the randomized placebo-controlled parallel intervention study (ClinicalTrials.gov registration: NCT05432362) if aronia juice tolerability was associated with changes in intestinal microbiota and bacterial metabolites, seeking for potential mechanistic insights into the impact on aronia polyphenol tolerance and metabolic outcomes. Results Forty females were enrolled for this 6-week trial, receiving either 100 ml natural aronia juice (verum, V) twice daily or a polyphenol-free placebo (P) with a similar nutritional profile, followed by a 6-week washout. Within V, individuals were categorized into those who tolerated the juice well (Vt) or reported complaints (Vc). The gut microbiome diversity, as analyzed by 16S rRNA gene-based next-generation sequencing, remained unaltered in Vc but changed significantly in Vt. A MICOM-based flux balance analysis revealed pronounced differences in the 40 most predictive metabolites post-intervention. In Vc carbon-dioxide, ammonium and nine O-glycans were predicted due to a shift in microbial composition, while in Vt six bile acids were the most likely microbiota-derived metabolites. NMR metabolomics of plasma confirmed increased lipoprotein subclasses (LDL, VLDL) post-intervention, reverting after wash out. Stool samples maintained a stable metabolic profile. Conclusion In linking aronia polyphenol tolerance to gut microbiota-derived metabolites, our study explores adaptive processes affecting lipoprotein profiles during high polyphenol ingestion in Vt and examines effects on mucosal gut health in response to intolerance to high polyphenol intake in Vc. Our results underpin the importance of individualized hormetic dosing for beneficial polyphenol effects, demonstrate dynamic gut microbiome responses to aronia juice, and emphasize personalized responses in polyphenol interventions. Graphical Abstract Video Abstract

Due to its intrinsic complexity and the principle of collective solidarity that governs it, solid organ transplantation (SOT) seems to have been spared from the increase in litigation related to medical activity. Litigation relating to solid organ transplantation that took place in the 29 units of the Assistance Publique-Hôpitaux de Paris and was the subject of a judicial decision between 2015 and 2022 was studied. A total of 52 cases of SOT were recorded, all in adults, representing 1.1% of all cases and increasing from 0.71% to 1.5% over 7 years. The organs transplanted were 25 kidneys (48%), 19 livers (37%), 5 hearts (9%) and 3 lungs (6%). For kidney transplants, 11 complaints (44%) were related to living donor procedures and 6 to donors. The main causes of complaints were early post-operative complications in 31 cases (60%) and late complications in 13 cases (25%). The verdicts were in favour of the institution in 41 cases (79%). Solid organ transplants are increasingly the subject of litigation. Although the medical institution was not held liable in almost 80% of cases, this study makes a strong case for patients, living donors and their relatives to be better informed about SOT. [ABSTRACT FROM AUTHOR]

Background: Unsolicited patient feedback (compliments and complaints) should allow the healthcare system to address and improve individual and overall patient, family, and staff experiences. We evaluated feedback at a tertiary cancer centre to identify potential areas for optimizing care delivery. Methods: unsolicited feedback submitted to the Patient Relations Department, relating to the Divisions of Medical and Radiation Oncology, at the Ottawa Hospital, was analyzed. Results: Of 580 individual reports submitted from 2016 to 2022, patient demographics were available for 97% (563/580). Median patient age was 65 years (range 17–101), and 53% (301/563) were female. The most common cancer types were breast (127/545, 23%) and gastrointestinal (119/545, 22%) malignancies, and most (64%, 311/486) patients had metastatic disease. Feedback was submitted mainly by patients (291/579, 50%), and predominantly negative (489/569, 86%). The main reasons for complaints included: communication (29%, 162/566) and attitude/conduct of care (28%, 159/566). While feedback rates were initially stable, an increase occurred from 2019 to 2021. Conclusions: Unsolicited feedback remains mostly negative, and relates to physician communication. If we are to drive meaningful changes in care delivery, more standardized means of assessing feedback and implementation strategies are needed. In addition, in an era of increased healthcare provider burnout, strategies to enhance formal positive feedback are also warranted. [ABSTRACT FROM AUTHOR]

Background: It is uncertain if patient's characteristics are associated with complaints and claims against doctors. Additionally, evidence for the effectiveness of remedial interventions on rates of complaints and claims against doctors has not been synthesised. Methods: We conducted a rapid review of recent literature to answer: Question 1 "What are the common characteristics and circumstances of patients who are most likely to complain or bring a claim about the care they have received from a doctor?" and Question 2 "What initiatives or interventions have been shown to be effective at reducing complaints and claims about the care patients have received from a doctor?". We used a systematic search (most recently in July 2023) of PubMed, Scopus, Web of Science and grey literature. Studies were screened against inclusion criteria and critically appraised in duplicate using standard tools. Results were summarised using narrative synthesis. Results: From 8079 search results, we reviewed the full text of 250 studies. We included 25 studies: seven for Question 1 (6 comparative studies with controls and one systematic review) and 18 studies for Question 2 (14 uncontrolled pre-post studies, 2 comparative studies with controls and 2 systematic reviews). Most studies were set in hospitals across a mix of medical specialties. Other than for patients with mental health conditions (two studies), no other patient characteristics demonstrated either a strong or consistent effect on the rate of complaints or claims against their treating doctors. Risk management programs (6 studies), and communication and resolution programs (5 studies) were the most studied of 6 intervention types. Evidence for reducing complaints and medico-legal claims, costs or premiums and more timely management was apparent for both types of programs. Only 1 to 3 studies were included for peer programs, medical remediation, shared decision-making, simulation training and continuing professional development, with few generalisable results. Conclusion: Few patient characteristics can be reliably related to the likelihood of medico-legal complaints or claims. There is some evidence that interventions can reduce the number and costs of claims, the number of complaints, and the timeliness of claims. However, across both questions, the strength of the evidence is very weak and is based on only a few studies or study designs that are highly prone to bias. [ABSTRACT FROM AUTHOR]

Background: Aronia melanocarpa is a berry rich in polyphenols known for health benefits. However, the bioavailability of polyphenols has been questioned, and the individual taste acceptance of the fruit with its specific flavor varies. We recently observed substantial differences in the tolerability of aronia juice among healthy females, with half of the individuals tolerating aronia juice without complaints. Given the importance of the gut microbiome in food digestion, we investigated in this secondary analysis of the randomized placebo-controlled parallel intervention study (ClinicalTrials.gov registration: NCT05432362) if aronia juice tolerability was associated with changes in intestinal microbiota and bacterial metabolites, seeking for potential mechanistic insights into the impact on aronia polyphenol tolerance and metabolic outcomes. Results: Forty females were enrolled for this 6-week trial, receiving either 100 ml natural aronia juice (verum, V) twice daily or a polyphenol-free placebo (P) with a similar nutritional profile, followed by a 6-week washout. Within V, individuals were categorized into those who tolerated the juice well (Vt) or reported complaints (Vc). The gut microbiome diversity, as analyzed by 16S rRNA gene-based next-generation sequencing, remained unaltered in Vc but changed significantly in Vt. A MICOM-based flux balance analysis revealed pronounced differences in the 40 most predictive metabolites post-intervention. In Vc carbon-dioxide, ammonium and nine O-glycans were predicted due to a shift in microbial composition, while in Vt six bile acids were the most likely microbiota-derived metabolites. NMR metabolomics of plasma confirmed increased lipoprotein subclasses (LDL, VLDL) post-intervention, reverting after wash out. Stool samples maintained a stable metabolic profile. Conclusion: In linking aronia polyphenol tolerance to gut microbiota-derived metabolites, our study explores adaptive processes affecting lipoprotein profiles during high polyphenol ingestion in Vt and examines effects on mucosal gut health in response to intolerance to high polyphenol intake in Vc. Our results underpin the importance of individualized hormetic dosing for beneficial polyphenol effects, demonstrate dynamic gut microbiome responses to aronia juice, and emphasize personalized responses in polyphenol interventions. DsmAL-oYwbuhyB_vVwEdDj Video Abstract [ABSTRACT FROM AUTHOR]

Background & Objective: COVID-19 forced us to develop adaptive ways to the new normal of healthcare delivery. Neurology has one of the most diverse types of patients who require urgent, prolonged and multidisciplinary care. This study aimed to understand the impact of the unprecedented community lockdown among patients with chronic and new onset neurologic conditions on emergency room (ER) utilization in a single tertiary hospital in Makati City, Philippine. Methods: We retrospectively examined all consecutive neurology referrals made at the ER from March to August 2020 and compared them with a control group consisting of all ER neurology referrals during the same months in 2019. Results: There was a 45% decline in the volume of referral to neurology service at the ER during the first 6 months of the lockdown period. There were fewer females who sought emergency neurologic care (p=0.019). The average age of patients increased from 55.5 years (σ=19.9) in 2019 to 59.5 years (σ=18.4) in 2020 (p<0.001). The top three chief neurologic complaints in 2019 were dizziness (17.7%), motor weakness (14.1%), and headache (13.2%). In 2020, the top three neurologic complaints where motor weakness (19.0%), decreased level of consciousness or loss of consciousness (13.2%), and dizziness (11.2%), (p<0.001). The average time from symptom onset to ER admission in 2019 was 5.1 days (σ=23.9) which increased to 8.4 days in 2020(σ=28.1), (p<0.001). The proportion of patients with no co-morbidities at the ER decreased from 27.6% in 2019 to 17.0% in 2020 (p<0.001). Patients with pre-existing cardiovascular diseases, endocrine diseases, pulmonary diseases, renal diseases, cancers, and others have significantly increased (p<0.05). However, the increase in the proportion of patients with pre-existing neurological disorders (p=0.143) was not statistically significant (p>0.05). The only pre-existing neurologic conditions with significantly increased in proportion was stroke (p=0.010). Among new onset neurologic diagnoses, headache and facial pain (p<0.001) and peripheral and other neuropathies (p=0.005) significantly decreased in proportions while proportions of cases with new stroke or vascular pathology (p<0.001) and encephalopathy (p=0.003) have significantly increased. ER dispositions showed a significant (p<0.001) decrease in proportions of patients who were admitted, discharged, and transferred to hospital of choice; while patients who were discharged against medical advice and who died at the ER have significantly increased. Conclusion: The initial six months of community lockdown during COVID-19 pandemic caused a significant change in the characteristics of patients referred to neurology for emergency care. These changes provide us a new perspective on how to better deliver optimal neurologic care to these diverse patients especially during times of pandemic. [ABSTRACT FROM AUTHOR]

Whole-Body electromyostimulation (WB-EMS) is a time-effective, joint-friendly and consistently supervised exercise training technology particularly attractive to address health-related outcomes in middle-age to older adults. The present systematic review aims to summarize WB-EMS effects on musculoskeletal diseases and conditions in corresponding non-athletic cohorts. A systematic search in five electronic databases, two study registers and a hand search in Google Scholar without language restrictions up to March 2023 was conducted. We included only peer reviewed clinical trials and intervention studies on WB-EMS with non-athletic adult cohorts averaging 45 years and older addressing musculoskeletal diseases and conditions. Case reports, review articles, editorials, conference abstracts, or theses were not considered. Nineteen research projects with 22 articles focusing on the effect of WB-EMS on musculoskeletal diseases and conditions were identified. In summary high evidence for positive effects were reported for non-specific chronic low back pain and sarcopenia. Moderate evidence was provided for positive effects on knee osteoarthritis and non-significant positive effects on osteopenia. While two out of eight studies reported minor increases of biomarkers related to rhabdomyolysis, one study reported a single case of mild rhabdomyolysis after a WB-EMS session. No study reported clinically relevant adverse effects. In summary, we have provided further evidence for predominately positive effects of WB-EMS on musculoskeletal diseases and conditions along with a lack of clinically relevant adverse effects related to WB-EMS application in middle-aged and older cohorts. [ABSTRACT FROM AUTHOR]

Background: No matter which benefit option members have chosen, medical schemes are required by the Medical Schemes Act no. 131 of 1998 to pay costs associated with the diagnosis, treatment, or care of a specified set of benefits known as Prescribed Minimum Benefits (PMBs). Medical scheme beneficiaries have the right to lodge complaints with the Council for Medical Schemes (CMS) when their claims are denied. Objective: To determine and describe the pattern of PMBs complaints received by CMS from January 2014 to December 2018. Methods: This was a cross-sectional study that utilised the CMS’ clinical complaints. Data for PMBs, complainants, medical scheme types, and reasons for payment denial were extracted. The CMS’ lists of chronic conditions, PMBs, and registered schemes were used to confirm PMBs and to categorise schemes as either restricted (i.e., to only members of specific organisations) or open (i.e., to all South Africans). Extracted and coded data were analysed using SAS v.9.4 software. Results: A total of 2141 complaints were retrieved and 1124 PMBs complaints were included in the study. The median of PMBs complaints per year was 225. Most of the complaints (43.6%, n=490/1124) were lodged by members themselves. Non-Communicable Diseases (NCDs) constituted most of the PMBs conditions that members complained about. Medicine and surgery were the services that were mostly denied full payment by medical schemes. Open medical schemes accounted for more (73.8%, n=830/1124) of the complaints. Conclusion: Chronic conditions are the main diseases that medical scheme members complained about. Member education and clear definition of PMBs should be prioritised by medical schemes and the Council for Medical Schemes.

Background: Subjective everyday hindrances associated with low-frequency noise (LFN) can be high; however, there is still a lot unknown about experienced complaints. This study aims to investigate (1) subjective complaints and (2) coping strategies of individuals reporting everyday hindrances from LFN. Methods: Cognition, depressive symptoms, sleeping, fatigue, stress, and coping questionnaires were administered to participants sampled for their LFN complaints (LFN1 = 181), LFN complainants derived from a community sample (LFN2 = 239), and a comparison group without LFN complaints (CG = 410). Results: Individuals reporting LFN perceptions reported complaints in all domains and showed a higher proportion of above average symptom severity compared to the CG. Most complaints were reported by the LFN1 group, the least by the CG. However, on some sleeping, fatigue, and stress-related variables, a similar or even higher symptom severity was observed in the LFN2 group. Further, all groups used a similar combination of multiple coping strategies, although the LFN1 group scored higher on support seeking. Conclusions: There might be differences in the complaint severity between different LFN subgroups and future investigations of primary and secondary complaints are necessary. Also, more research about the use and success of coping strategies for LFN-related hindrances are needed for clear conclusions. [ABSTRACT FROM AUTHOR]

Complaints to third-party entities like government agencies reflect a high level of customer dissatisfaction. Such complaints in the airline industry typically reflect a failure to redress first-stage complaints and often attract negative publicity. This paper examined the relationship between passenger complaints filed with the U.S. Department of Transportation (DOT) and airline quality from 2006-2019 for leading legacy network carriers and low-cost carriers. Operational performance data (punctuality, oversales, and mishandled baggage) and complaints reported to DOT were used as proxy for airline quality. Regression analysis showed punctuality had a negative effect and oversales had a positive effect on rate of complaints for both types of carriers. Mishandled baggage had no effect on complaint rate for discount carriers and negative effect on complaint rate. Implications of these results are discussed. [ABSTRACT FROM AUTHOR]

Due to its intrinsic complexity and the principle of collective solidarity that governs it, solid organ transplantation (SOT) seems to have been spared from the increase in litigation related to medical activity. Litigation relating to solid organ transplantation that took place in the 29 units of the Assistance Publique-Hôpitaux de Paris and was the subject of a judicial decision between 2015 and 2022 was studied. A total of 52 cases of SOT were recorded, all in adults, representing 1.1% of all cases and increasing from 0.71% to 1.5% over 7 years. The organs transplanted were 25 kidneys (48%), 19 livers (37%), 5 hearts (9%) and 3 lungs (6%). For kidney transplants, 11 complaints (44%) were related to living donor procedures and 6 to donors. The main causes of complaints were early post-operative complications in 31 cases (60%) and late complications in 13 cases (25%). The verdicts were in favour of the institution in 41 cases (79%). Solid organ transplants are increasingly the subject of litigation. Although the medical institution was not held liable in almost 80% of cases, this study makes a strong case for patients, living donors and their relatives to be better informed about SOT.

In today’s digital society, social networks such as Twitter are a preferred place for expressing one’s emotions, especially when they are negative. Despite a growing interest in the variety of linguistic realizations of commuters’ complaints, little attention has so far been paid to writers’ choices, especially when morphologically or syntactically simpler alternative formulations are available. A typical example is the “inference towards the antonym” triggered by the negation of contrary adjectives, an effect that is stronger for positive compared to negative adjectives. In the context of railway transport, a customer could use the negative statement The train is not clean instead of the corresponding affirmative sentence The train is dirty. It remains unclear, in our current state of knowledge, why online customers would prefer more complex constructions to voice their criticisms. Based on a large corpus of tweets sent to the French and Belgian national railway companies by their customers, I have semi-automatically extracted instances of not (very) + adjective (ADJ). Based on previous observations in the literature, I expected positive adjectives to be more frequently used in these negative environments compared to negative ones. As recent research demonstrates that one’s desire to save the interlocutor’s face is not necessarily the only reason why positive adjectives are used in linguistically negative environments, other motivations will also be considered. More precisely, I suggest that in a context where negativity is prevalent, customers using negated positive adjectives kill two birds with one stone: not only do they signal an issue with a product or a service, pointing to expectations that have not been met by the company, but they also mitigate the impact of their negative comments to the positive face of the service managers with whom they are interacting. By offering a quantitative, corpus-based analysis of negative constructions, complemented by a qualitative linguistic analysis of selected examples, this research sheds new light on users’ lexical choices in online negative customer feedback.

Background and objectives: Anesthesiologists and hospitals are increasingly confronted with costs associated with the complications of Peripheral Nerve Blocks (PNB) procedures. The objective of our study was to identify the incidence of the main adverse events associated with regional anesthesia, particularly during anesthetic PNB, and to evaluate the associated healthcare and social costs. Methods: According to the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines, we conducted a systematic search on EMBASE and PubMed with the following search strategy: (“regional anesthesia” OR “nerve block”) AND (“complications” OR “nerve lesion” OR “nerve damage” OR “nerve injury”). Studies on patients undergoing a regional anesthesia procedure other than spinal or epidural were included. Targeted data of the selected studies were extracted and further analyzed. Results: Literature search revealed 487 articles, 21 of which met the criteria to be included in our analysis. Ten of them were included in the qualitative and 11 articles in the quantitative synthesis. The analysis of costs included data from four studies and 2,034 claims over 51,242 cases. The median claim consisted in 39,524 dollars in the United States and 22,750 pounds in the United Kingdom. The analysis of incidence included data from seven studies involving 424,169 patients with an overall estimated incidence of 137/10,000. Conclusions: Despite limitations, we proposed a simple model of cost calculation. We found that, despite the relatively low incidence of adverse events following PNB, their associated costs were relevant and should be carefully considered by healthcare managers and decision makers.

The article raises certain aspects of organizing the nationwide discussion of the Draft Soviet Constitution of Developed Socialism of 1977 at the regional level. Using as example of the Councils of Ministers of three autonomous republics of the Volga region the Mari, Mordovian and Chuvash Autonomous Soviet Socialist Republics, the actions of the regional governments to implement the directives of higher authorities and take into register critical applications, appeals and complaints of Soviet citizens. For this purpose, unpublished documents from the State Archive of the Republic of Mari El, the State Historical Archive of the Chuvash Republic, and the Central State Archive of the Republic of Mordovia were used as the main source of scientific work. These included resolutions of the Councils of Ministers of the Autonomous Republics, certificates and reports of the organizational and instructor departments of the Councils of Ministers on consideration of citizens appeals, correspondence with authorities, etc. When processing these materials, the method of content analysis, historical-systemic, comparative-historical methods were used. Based on the conducted research, the author comes to the conclusion that despite the formalized nature of the nationwide discussion, it carried not only a purely ideological function, but also solved a rather significant practical task of establishing a feedback between the authorities and society. The Councils of Ministers of the ASSR collected and analyzed information on citizens critical appeals received by subordinate agencies, and then took measures to solve many economic, domestic and social problems that worried the Soviet people

This article focuses on the legal policy of constitutional complaints in judicial review. It compares the European model (Germany, Austria, Hungary) and Indonesia. These four countries have a legal policy in common, a constitutional court with a centralised court system and judicial review (abstract judicial review, concrete judicial review, and constitutional complaints), but the MKRI lack constitutional complaint. Three constitutional complaints policies in these courts can be used as a reference for the strengths and weaknesses of each judiciary on regulations and legal practices. However, Germany's constitutional complaints policy is better than Austria's and Hungary's. Its excellence is caused all ordinary court decisions as an object dispute; decisions are final and binding; individuals and organisations can submit this application and legal aid by the lawyers or professor of law in the oral hearing; the process only takes one month and is free of charge and the trial with or without an oral hearing. In the future, MKRI needs this authority with legal policy steps amending the MKRI Act, and the last step is an amendment to the 1945 Constitution.

A systematic approach to nonconformity management and continuous improvements are the key elements of the quality management system. The objective of this paper is to present quality improvement for a manufacturing company producing forgings through the combination of several statistical methods and quality control techniques. First, Pareto analysis was applied, followed by the 8D (eight disciplines) methodology using a structured eight-step approach to problem solving following the PDCA (plan-do-check-act) method. The aim was to identify the problem and discover the critical causes of failures in the management system that allowed the problem to occur, by modifying and combining appropriate quality management methods and tools. The paper introduces a case study considering the forging process in the production of gearboxes, where customer complaints were identified in the last year, demanding the need to eliminate failures. Using the mentioned methods, the root cause of the problem was identified and permanent corrective action was planned and implemented according to the recommendations of the 8D report, which made it possible to reduce the likelihood of a recurrence of this problem and increase customer satisfaction.

In this conversation analytic study, we investigate how customers and staff members manage complaints in Swedish-speaking service interactions in Sweden and Finland. Prior research on complaining has typically distinguished between so-called direct and indirect complaints and studied one of these types. We re-examine this distinction in the context of our data and identify sequences that might better be referred to as hybrid complaints, which share features with both direct and indirect complaints. The hybrid complaints start off as indirect complaints but are oriented to as possibly assigning blame and responsibility for the complainable situation to the recipient. We illustrate the interactional work participants undertake to suppress the 'directness' of such complaints and how they transform them into indirect ones. We also document features that are either common or distinct of the different types of complaints, pertaining to the placement and emergence of complaints, interactional resources used in complaining, and responses to complaints. The findings contribute to a better understanding of different types of complaints and of the management of complaining in institutional interactions. • The article analyzes different types of complaints in service interactions. • The study identifies 'hybrid' complaints, in addition to direct and indirect ones. • Hybrid complaints involve negotiations of responsibility and blame. • The study documents similarities and differences between different complaint types. [ABSTRACT FROM AUTHOR]

The fundamental problems with component production in the automotive industry are the low quality of the components, the high number of failures, and the subsequent number of complaints. The quality of automotive components is a prerequisite for automated production in a SMART Factory 4.0 in the context of Industry 4.0. Managing complaints is a critical area in the automotive manufacturing industry. The primary goal of this article is to indicate the significance of a CRM system and the importance of complaints management in automotive manufacturing, which improves the quality of the process of producing components while improving the quality of the inputs—the quality of materials, the quality of the human factor, and the quality of the services provided in connection with the components. (1) A Slovak company was selected as the subject of this research, which focuses on the production of automotive parts. (2) The methods of research focused on using economic analysis and instruments of quality management such as the QRQC method, FMEA method, the Ishikawa diagram, and the Pareto analysis and Lorenz curve. This article presents the results of complaints about automotive components: locksets in vehicles. (3) This research shows the basic cause of the problem: a bent pin after riveting in the process of producing the components. In the frame of this research, we suggested corrective measures to eliminate the actual causes of failure in the production of the components. The RPN index reached a level below the limit of 150 (the critical level of the customers' requirements) after implementing the corrective measures. The total costs of complaints in this year were calculated to be EUR 13.575 and the costs will be reduced gradually after changes are implemented in the production process. (4) A new complaints information system and a new training center are beneficial for solving problems in the production of automotive components. The implementation of a CRM system and other systems are prerequisites for solving customer complaints. [ABSTRACT FROM AUTHOR]

The aim of this article is to lay some groundwork for expanding the study of speech act pragmatics within the cyber-world. For this purpose, we have investigated complaints in Hebrew online, in an attempt to highlight features that distinguish online communication from face-to-face communication. We have analysed complaints in three major spheres: a) complaints towards public institutions, b) complaints against commercial firms and c) sharing complaints for the common benefit of a social community. In all instances, complainers online co-construct the context and the shared knowledge of the offence (complainable). Like many other studies of online communication, we too found a tendency towards uncivil or aggressive expressions (Vladimirou et al., 2021) especially when there was no hope for "repair" of the situation (ex: these damned people lie to us (in Hebrew 'arurim')). Furthermore, there were individual complainers who used the online platform to gain social and political power presenting themselves as defenders of justice and of the well-being of the community. [ABSTRACT FROM AUTHOR]

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There has been limited research on the quality of inpatient psychiatry, yet policies to expand access have increased, such as the use of Medicaid Section 1115 waivers for treatment in "Institutions for Mental Disease" (IMD). Using data from public records requests, we evaluated complaints, restraint, and seclusion from inpatient psychiatric facilities in Massachusetts occurring from 2008 to 2018, and compared differences in the rates of these events by IMD status. There were 17,962 total complaints, with 48.9% related to safety and 19.9% related to abuse (sexual, physical, verbal), and 92,670 episodes of restraint and seclusion. On average, for every 30 census days in a given facility, restraint, and seclusion occurred 7.47 and 1.81 times, respectively, and a complaint was filed 0.94 times. IMDs had 47.8%, 68.3%, 276.9%, 284.8%, 183.6%, and 236.1% greater rates of restraint, seclusion, overall complaints, substantiated complaints, safety-related complaints, and abuse-related complaints, respectively, compared to non-IMDs. This is the first known study to describe complaints from United States inpatient psychiatric facilities. Policies should strengthen the implementation of patients' rights and patient-centeredness, as well as external critical-incident-reporting systems. [ABSTRACT FROM AUTHOR]

Endodontic treatment can be challenging for a number of reasons, including the microscopic nature of the clinical environment, reliance on tactile sensation and lack of direct visualization of the work being performed. Commonly, endodontic patients present with pain and distress, which can exacerbate an already difficult clinical situation. Complications may might arise prior to, or during treatment, despite practising with the utmost care and skill. Preventing and managing these complications can take considerable time and energy, and oftentimes assistance from or referral to more experienced colleagues is required. The aim of this review is to discuss medico‐legal considerations in endodontics, with clinical correlations and a focus on the Australian legal landscape. [Correction added on 18 October 2023, after first online publication: The abstract was amended from a structured to an unstructured abstract.] [ABSTRACT FROM AUTHOR]

Based on the understanding of the criminal procedure as a means for the protection of rights and freedoms of the individual involved in criminal proceedings, the authors consider unresolved problems and the most topical issues for theory and practice of petitions and complaints in this field. Petitions and complaints are given the appropriate place of a fundamental element in determining the essence of criminal procedure. Purpose: based on the modern understanding of the aim of criminal procedure, to formulate the main directions of the study of the legal institution of petitions and complaints in order to determine their place in the system of theoretical knowledge and in practice. Methods: system analysis, formal and dialectical logic, interpretation of legal norms, comparative historical, comparative legal. Results: the study reveals the relevance of petitions and complaints to the purpose of criminal proceedings, which is to protect the rights and freedoms of persons involved in criminal proceedings. The institution in question, previously underestimated, plays a significant and sometimes decisive role in society’s assessment of the effectiveness of criminal procedure activities in modern conditions. The main lines of scientific researches are identified, which should eventually lead to the development of a full-fledged mechanism for exercising the right to petitions and complaints as a universal and specific legal means that ensures that criminal procedure activity complies with its purpose and the demands of civil society.

Abstract Background The nose is one of the most prominent parts of the face and plays a significant role in peoples’ self-satisfaction as well as quality of life. Rhinoplasty is considered as one of the most numerous and delicate cosmetic surgeries all around the world that can be performed for functional issues, esthetic issues, or both. In this study, we aimed to evaluate the dissatisfaction of patients who had undergone rhinoplasty surgery and inform the surgeons to improve the surgical techniques to prevent probable future complaints. Method This retrospective cross-sectional study was conducted to report various aspects of dissatisfaction of patients following rhinoplasty. All available files in the Fars Forensic Medicine Department between 2011 and 2020 were reviewed, and the required information was extracted. Results Out of 117 patients, 68.4% were females and 31.6% were males. Most of the patients were in the age range of 30–34 years. In terms of educational attainment, the highest frequency is associated with academically educated patients and the lowest with a diploma. The majority of cases filed for litigation less than 6 months after their rhinoplasty. The first rank among the factors of dissatisfaction with surgeries belonged to “respiratory problems” (36.8%) followed by “dissatisfaction with the general shape of the nose” (34.2%). Conclusion Our study shows that middle-aged female patients may be more difficult to satisfy. In general, at younger ages, patients complain about esthetics, and with aging, most patients feel dissatisfied with nasal function.

As future service providers, students in the Degree of Tourism need to adequately perform in their L2 in very specific professional settings. One of them is that of service encounters, whose mediated nature has become predominant nowadays. The present study aims to contribute to the existing body of research on the review response genre by analyzing how Spanish students of tourism respond to a group of complaints from TripAdvisor (Vásquez, 2011; Zhang and Vásquez, 2014). This will be done by placing the focus on the moves (Ho, 2017a) employed by the students, as well as the sequence in which they are used. The ultimate goal is to determine if these potential service providers’ selection of moves and their order coincide with those normally used by actual hotel representatives (Ho, 2017a).

The background of this research is the maladministration of Makassar Polrestabes services which can be seen in public complaints to the Ombudsman. The research problem is how responsive the handling of public complaints is. This study aims to determine the responsiveness in handling complaints in accordance with the provisions of the regulations. The approach used is a qualitative method with a phenomenological type, data obtained from informants namely the head and assistants of the RI Ombudsman Representative for South Sulawesi, Makassar Police Chief and staff, and the reporting community. Collecting data through interviews, observation and document review. The Miles and Huberman model interactive data analysis through the process of data reduction, data presentation, and inference/verification. The results of the study found three aspects of service responsiveness, namely input responsiveness, process responsiveness, and output responsiveness. All three have been carried out well based on work patterns that refer to applicable regulations. In the aspect of input responsiveness, the reporting community still complains because it is constrained by administrative and substantive requirements so that the report is not processed to the case register stage. Settlement of public complaints regarding maladministration of Makassar Polrestabes services is resolved with recommendations for clarification, mediation or conciliation, by providing understanding to the public on the service process. To increase responsiveness, the Ombudsman needs to carry out intensive socialization and assistance to parties affected by maladministration.

Complaints reflect a person's or family's experience within the aged care system and provide important insight into community expectations and consumer priorities. Crucially, when aggregated, complaints data can serve to indicate problematic trends in care provision. Our objective was to characterize the areas of medication management most frequently complained about in Australian residential aged care services from 1 July 2019 to 30 June 2020. A total of 1134 complaint issues specifically referenced medication use. Using content analysis, with a dedicated coding framework, we found that 45% of these complaints related to medicine administration processes. Three categories received nearly two thirds of all complaints: (1) not receiving medication at the right time; (2) inadequate medication management systems; and (3) chemical restraint. Half of the complaints described an indication for use. These were, in order of frequency: 'pain management', 'sedation', and 'infectious disease/infection control'. Only 13% of medication-related complaints referred to a specific pharmacological agent. Opioids were the most common medication class referred to in the complaint dataset, followed by psychotropics and insulin. When compared to complaint data composition overall, a higher proportion of anonymous complaints were made about medication use. Residents were significantly less likely to lodge complaints about medication management, probably due to limited engagement in this part of clinical care provision. [ABSTRACT FROM AUTHOR]

Simple Summary: This study investigated the risk factors for medical disputes in the veterinary profession in Taiwan. The research aimed to compare the perceptions of veterinarians and veterinary students and to examine any differences between two surveys conducted in 2014 and 2022. Online validity-tested questionnaires were used to collect data, with 106 (73 veterinarians and 33 students) and 157 (126 veterinarians and 31 students) surveys collected in 2014 and 2022, respectively. The study found that the main causes of medical disputes were poor communication and complaints management, rather than the quality of veterinary care provided. The study also revealed a difference in perceptions between experienced veterinarians and veterinary students, with the latter considering medical skills and clients' perspectives to be the primary risk factors. However, both groups identified attitudes during interactions and complaint management as key issues. The authors suggest that veterinary education should provide students with more practical experience in medical disputes and complaint management to help bridge the gap in perception between experienced veterinarians and veterinary students. Results from this study have important implications for improving the quality of veterinary care, reducing the risk of medical disputes, and promoting the continuing education of veterinary professionals. This study compared the risk perceptions of medical disputes among veterinarians and veterinary students in Taiwan between 2014 and 2022. Online validity-tested questionnaires were used to collect data, with 106 (73 veterinarians and 33 students) and 157 (126 veterinarians and 31 students) surveys collected in 2014 and 2022, respectively. Respondents would be asked to rate their perceptions on how likely each risk factor constitutes a medical dispute according to their past experiences on a five-point Likert scale from 1 to 5: "Very unlikely, unlikely, neutral, likely, very likely." The results showed that overall risk perceptions increased significantly in 2022 compared to 2014, with the top risk factors being attitudes during interactions and complaint management among experienced veterinarians. In contrast, students considered medical skills and clients' perspectives as the top two risk factors, with complaints management ranking as the least significant factor. The findings suggest that effective communication and complaint management are crucial in preventing medical disputes, highlighting the importance of developing these skills in young veterinarians and veterinary students to reduce medical disputes. The study also recommends increasing practical experiences of medical disputes and complaint management in veterinary education to bridge the gap between the perceptions of experienced veterinarians and students. [ABSTRACT FROM AUTHOR]

A systematic approach to nonconformity management and continuous improvements are the key elements of the quality management system. The objective of this paper is to present quality improvement for a manufacturing company producing forgings through the combination of several statistical methods and quality control techniques. First, Pareto analysis was applied, followed by the 8D (eight disciplines) methodology using a structured eight-step approach to problem solving following the PDCA (plan-do-check-act) method. The aim was to identify the problem and discover the critical causes of failures in the management system that allowed the problem to occur, by modifying and combining appropriate quality management methods and tools. The paper introduces a case study considering the forging process in the production of gearboxes, where customer complaints were identified in the last year, demanding the need to eliminate failures. Using the mentioned methods, the root cause of the problem was identified and permanent corrective action was planned and implemented according to the recommendations of the 8D report, which made it possible to reduce the likelihood of a recurrence of this problem and increase customer satisfaction. [ABSTRACT FROM AUTHOR]

The difficult situation of the agricultural and food supply chainin the European Union, regarding both commercial practices and the differentbargain powers of the parties to the chain, led to the enactment of Directive2019/633. The Directive provides for minimum harmonization and its transpositioninto the Spanish legal order has been complex and fragmentary. Parts of thattransposition raise doubts as per their pertinence and seem to lack ambition.This article discusses the difficulties in assessing the extent to which the Spanishtransposition of the Directive remained within its goals and objectives. It arguesthat the Spanish legislator might have gone beyond the objectives of theDirectives and entered other regulatory areas.

Background: The nose is one of the most prominent parts of the face and plays a significant role in peoples' self-satisfaction as well as quality of life. Rhinoplasty is considered as one of the most numerous and delicate cosmetic surgeries all around the world that can be performed for functional issues, esthetic issues, or both. In this study, we aimed to evaluate the dissatisfaction of patients who had undergone rhinoplasty surgery and inform the surgeons to improve the surgical techniques to prevent probable future complaints. Method: This retrospective cross-sectional study was conducted to report various aspects of dissatisfaction of patients following rhinoplasty. All available files in the Fars Forensic Medicine Department between 2011 and 2020 were reviewed, and the required information was extracted. Results: Out of 117 patients, 68.4% were females and 31.6% were males. Most of the patients were in the age range of 30–34 years. In terms of educational attainment, the highest frequency is associated with academically educated patients and the lowest with a diploma. The majority of cases filed for litigation less than 6 months after their rhinoplasty. The first rank among the factors of dissatisfaction with surgeries belonged to "respiratory problems" (36.8%) followed by "dissatisfaction with the general shape of the nose" (34.2%). Conclusion: Our study shows that middle-aged female patients may be more difficult to satisfy. In general, at younger ages, patients complain about esthetics, and with aging, most patients feel dissatisfied with nasal function. [ABSTRACT FROM AUTHOR]

The present research consists of evaluating and statistically comparing the number of cases of intrafamily violence in Colombia between the years 2010-2021, based on the reports of the National Police. The database is made up of 896,017 reported cases of violence. Frequency distribution, comparative analysis by the GLM method and Biplot projection were used. Cundinamarca differs statistically with respect to the other regions evaluated, where women present the highest percentage of domestic violence. Factors, such as mobility restrictions, uncertainty, stress, among other components, are at the root of complex family situations. [ABSTRACT FROM AUTHOR]

Few studies on large Latin American cities have addressed socio-environmental conflictive in its nonexceptional dimension, that is, in its everyday or banal dimension. This article analyzes which are the banal environmental problems, where they are reported, and what is the relationship between complaints and urban territories, in terms of socioeconomic level, density, and types of land occupation. The analysis is based on a database of environmental citizen complaints reported to the Superintendence of the Environmental and to the municipalities of the Metropolitan Region of Santiago, among which three communes --Independencia, Lo Barnechea and San Bernardo-- are examined in detail. The municipal data were then georeferenced and statistically and spatially analyzed. The research shows that mixed residential sectors with high density are those that concentrate more complaints, mainly about noise. From the nature of the environmental claims and the spatial analysis of this database, we reflect about a new geography of urban conflict in its banal dimension, and its meaning in terms of citizen constructions of the environment in different territories of the city. [ABSTRACT FROM AUTHOR]