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Increasing transparency and accountability in policing is a top priority for police administrators, community groups, academics, and many others. The internal affairs process is an accountability tool designed to hold officers and agencies accountable to the citizens they serve, yet very little is known about the effect of internal investigative units on such outcomes as subsequent complaints and temporal distances between complaints. This current study examines two critical aspects of the internal affairs process, the likelihood of subsequent complaints and temporal distance between the first and a subsequent complaint of misconduct. Officers' complaint data were collected from the internal affairs unit of a large, metropolitan police agency in the southwestern United States. Results indicate that a longer time to initial complaint and regional patrol assignment were related to a reduced likelihood of receiving future complaints. Moreover, of those officers who received a subsequent complaint after their initial complaint, more than half did so within the first year, and 94% did so within the first three years of receiving their initial complaint. Finally, we discuss the implications of our findings on policy and training opportunities, supervision, mentoring, accountability, and Early Intervention (EI) systems. [ABSTRACT FROM AUTHOR]

Background: Complaints are an opportunity for patients and family members to report allegations of substandard care. No prior studies have examined complaints in hospice care and what might be learned from them. Objectives: To describe hospice complaint trends, characterize state investigation practices, and assess the relationship between complaints and hospice agency traits of interest. Methods: Retrospective analyses merged hospice complaints from 2005 to 2015 with agency characteristics from Medicare Cost Reports and Provider of Service files. Measurements: Annual rates of complaint allegations and deficiencies on a per agency and per 10,000 patient days basis, nationally and by state. Likelihood of having any complaint allegations and deficiencies. Mean days to investigation and substantiation rates, by state. Hospice traits of interest were accreditation and profit status. Results: Between 2005 and 2015, a total of 12,931 complaint allegations were received about hospice care, resulting in 6710 complaint deficiencies. Allegations centered on concerns about quality of care (45%), patients' rights (20%), and administrative/personnel concerns (14%). Complaint rates varied across states but were generally quite low—in a given year, 88% of agencies nationally did not have any complaints. Complaint investigation practices varied considerably across states, with 34% of complaints substantiated. For-profit agencies were 1.33 and 1.52 times more likely relative to not-for-profits to have a complaint allegation and deficiency, respectively. Conclusions: Although the number of complaints was low overall, these data have the potential to convey insights about the care that hospice agencies provide. Greater attention to the perspectives of patients and their families, even when focused on shortcomings in care, can help ensure transparency and accountability and promote higher quality hospice care. [ABSTRACT FROM AUTHOR]

Purpose The purpose of this paper is to report on the findings and lessons that were learned from the many cases of internet fraud complaints that are gathered by the Federal Trade Commission in the USA. The implications that are contained in the behavior of the complaints and trends identified are critical for addressing all types of online criminal activities in the increasing world of cybercrimes.Design/methodology/approach Data for this paper are extracted from the Consumer Sentinel Network Data Handbook covering a period of 13 years. Using the raw data, the occurrences were plotted and trends (number of cycles, time between cycles, and leading state and lagging states) were identified. Descriptive statistics covering the 13 years were examined and discussed. Using 20002 as the base year, the rate of growth of each of the states were ranked annually and were tested for stability and predictability using non-parametric approaches.Findings The key findings are indigenous to the occurrences of online fraud complaints in the USA. However, as the leading nation with the best database on fraud complaints, the findings are mission critical to fraud prevention across the globe. Specifically, this study found that since 2002, there have been four distinct cycles. Each cycle is clearly noticeable because there is a rapid growth in the number of crime complaints in the beginning half of the period followed by a slowing down period. However, the speed of change from one cycle to the next is steeper and the time gap is faster. While it is true that from the perspective of all the 50 states, the ranks appear to change every year and thus are not stable. However, the majority of the changes are relatively small so their relative positions by rank are still predictable.Originality/value The paper extends existing understanding of online fraud occurrences in the USA. The findings are timely and based on longitudinal data that span over a decade. The four new cycles identified are critical to the body of knowledge. The observed change in time from one cycle to another and its changes from a mathematic to a geometric one are also new. The findings are invaluable to persons working in law enforcement related occupations (auditors, lawyers, forensic experts, among others) and who must deal with the increasing problem of online fraud and cybercrimes. [ABSTRACT FROM AUTHOR]

Resident complaints are vital to understanding nursing home (NH) quality. Using complaints as facility- and resident-level outcomes, this study replicates prior analyses (spanning 1998-2002 and 2007-2012) with 2013-2017 data, the phase prior to NH regulatory changes initiated in November, 2017. Advancing prior papers, we analyze the number of complaints, allegations, and deficiency citations separately. Between 2013-2017, 458,101 total complaints (5.9/NH/year) were identified, containing 949,466 allegations (12.2/NH/year), and resulting in the issuance of 156,135 deficiency citations (2.0/NH/year) in about 15,600 NHs across the country. Regarding the number of complaints, substantiated complaints, and deficiency citations, results show a steady increase compared to previous years. Furthermore, there are marked differences among the CMS survey regions on the prevalence of overall complaints, substantiated complaints, and deficiency citations. However, the average rate of substantiation of complaint allegations shows a decreasing trend over these years, suggesting that complaints may have increased due to higher care expectations.

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., (Copyright © 2021 Sociedade Brasileira de Anestesiologia. Published by Elsevier España, S.L.U. All rights reserved.)

Purpose – This paper aims to examine the relationships between consumer advocacy and consumer complaining behaviors such as voicing and negative word-of-mouth in the context of dissatisfactory service experiences. Design/methodology/approach – Using an experimental design embedded in a survey methodology, the authors examine the relationship between consumer advocacy and the likelihood for complaining about dissatisfactory service experiences among adult US consumers. Additionally, the authors examine the differences between likelihood for voicing and negative word-of-mouth (NWOM) in the context of dissatisfactory service experiences at varying levels of service encounter failure. Findings – The authors find that consumer advocacy is positively related to consumer complaining (i.e. voicing and NWOM), and that likelihood of NWOM is consistently greater than likelihood of voicing. Research limitations/implications – This study uses a convenience sample of US adult consumers, which could compromise generalizability of the results to broader consumer populations. Practical implications – Based on these results, the authors suggest that companies and consumer protection agencies appeal to consumers' advocacy tendencies to facilitate voicing so problems can be quickly identified and resolved, and the negative word-of-mouth can be minimized. Originality/value – This study is the first attempt known to authors to link consumer advocacy to complaining behaviors in the marketplace. [ABSTRACT FROM AUTHOR]

Abstract: In this paper, an analytical framework integrating delay, fare, and complaints with passenger air travel has been laid out. Examining aggregate monthly data for US domestic air travel, we have identified causal relationships among fare, complaints, and levels of delay. An analytical framework is proposed that formalizes these relationships in an integrated manner. This integrated framework is then estimated in a set of simultaneous equations by using 118months of data from January 1997 to October 2006. Results show that complaints are influenced by levels of delays. However, complaints are positively influenced by average yield. These findings lead us to support the central hypothesis that complaints are responsive to levels of delays, but they tend to vary according to fare. That is, air travelers are less likely to complain in return for lower fares, even when faced with the same or even higher levels of delays. These findings have important policy implications, including the passengers’ bill of rights and regulator’s choice between market and operational performances. [Copyright &y& Elsevier]

The objective of this study is to broaden the focus of pragmatic research to include the speech act of complaints produced by heritage speakers of Spanish. In addition to being a face-threatening act, the diverse ways in which complaints are expressed makes them a rich source for investigating how language use can vary across speech communities. Although there has been some research concerning contexts of intercultural communication, the pragmatic proficiency of heritage speakers of Spanish in the United States is an area that merits further investigation. In order to examine heritage speaker complaints, this study compares data from the following three groups: Mexican native speakers of Spanish (22), native speakers of English (40), and heritage speakers of Spanish (21). The heritage speakers and English native speakers in this study were undergraduate students at a large public university in California, while the native speakers of Spanish were university students in Mexico. All the participants completed an on-line Discourse Completion Test that included three complaint scenarios. [ABSTRACT FROM AUTHOR]

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The wild turkey (Meleagris gallopavo) repatriation in the United States and Canada has been a major achievement in wildlife management. This success has led to increasing wild turkey populations and calls to wildlife professionals complaining about wild turkeys causing agricultural damage. A mail survey was distributed to state, federal, and provincial agencies that respond to wildlife crop-damage complaints. Survey recipients were asked to report the number of crop-damage complaints and their severity received from farmers, how many of these complaints were investigated and by what means, how often damage was confirmed when investigated, the severity of actual damage observed, and how frequently the damage was caused by other species. We wanted to compare farmers' perceptions of crop-depredation levels to actual damage as observed by experts. We further assessed the number of complaints received, the severity of the damage, and the economic impact relative to specific agricultural crops. Twenty-three different crops were reported as having confirmed damage caused by wild turkeys. In the majority of these cases (93%) damage was reported as light. In 46% of inspected cases, investigators reported most of the damage (76-100%) was caused by another species. Our results provide wildlife man- agers with an understanding of the nature of crop depredation relative to the wild turkey. [ABSTRACT FROM AUTHOR]

Growing public interest in the operations of managed care plans has fueled a variety of activities to collect and analyze their performance. These activities include studies of financial performance, analysis of enrollment decisions, and, more recently, the development of systems for measuring healthcare quality to improve accountability to consumers. In this study, the authors focus on the activities of managed care plans that may frustrate patients and providers and, subsequently, motivate patients to file complaints. Using data from three sources, they evaluate the relationships between complaints against managed care plans and two metrics of performance: (a) the financial performance of the plan, and (b) the quality of care provided. Their findings indicate that complaints against health maintenance organizations are significantly related to the plans' levels of quality and to actions that may impede access to care. [ABSTRACT FROM AUTHOR]

This article focuses on the safety inspections conducted by the U.S. Occupational Safety and Health Administration (OSHA). Inspections conducted by OSHA are the primary enforcement tool for assuring employer compliance with safety standards. Safety inspections are conducted with no prior notice given to employers. Both employer and employee groups may designate a representative to accompany the OSHA inspector. After the inspection, citations may be issued for violations of standards. Citations include the determination of appropriate penalties and an abatement period, the period of time during which the employer must correct the violations. The employer has the option of complying with the citation or contesting it. The degree to which programmed inspections differ from complaint-investigated inspections has not been addressed in previous research, although the inspection process has been shown to vary by size of firm and by whether or not the work site is unionized. OSHA has been criticized for its inability to enforce safety standards, and Congress has been debating reforms and new legislation with respect to occupational safety over the last few years.

Consumers play a key role in the U.S. nursing home (NH) oversight through a federally established complaint process. However, past variation by state in complaint numbers and rates raised questions about the uniformity of the process. We examined state variation in numbers of complaints at intake and substantiated complaints, percentages of NHs with at least one complaint and one substantiated complaint, number of allegations per complaint, and complaint substantiation rates. We found state variation most prominently at the intake level, ranging from 0.4 to 30.4 complaints per NH. The investigation process appears to reduce this variation: however, variation remains among states in frequency and prevalence of substantiated complaints. Further work is needed to ensure federal standards concerning the handling of consumer complaints are applied equally across the states. This includes policies affecting how complaints are initially filed, in addition to how complaints are investigated.

Quality of care in nursing homes has been evaluated from varying perspectives, but few studies analyze complaints made to surveyors. This study analyzed complaints, investigations, and citations for nursing homes nationwide. Using the complaint and survey data sets, analyses match nursing home complaints with findings of investigations conducted. Results showed the average complaint rate was 13.3 complaints per 100 residents and that 43.2% of complaint allegations were substantiated, with complaints about care and services provided being the most prevalent. Variability was noted among the Centers for Medicare and Medicaid Services regions and, on average, 47.5% of facilities had five or more complaints in a given year. While additional research could evaluate the effect of complaint investigations on nursing home quality, results indicated that complaints and subsequent investigations provide further information regarding quality for residents. Results also suggest improvements in the training for surveyors and more consistency across Centers for Medicare and Medicaid Services survey regions.