Topic-Aware Abstractive Summarization Based on Heterogeneous Graph Attention Networks for Chinese Complaint Reports

Automatic text summarization(ATS)plays a significant role in Natural Language Processing(NLP).Abstractive summarization produces summaries by identifying and compressing the most important information in a document.However,there are only relatively several comprehensively evaluated abstractive summarization models that work well for specific types of reports due to their unstructured and oral language text characteristics.In particular,Chinese complaint reports,generated by urban complainers and collected by government employees,describe existing resident problems in daily life.Meanwhile,the reflected problems are required to respond speedily.Therefore,automatic summarization tasks for these reports have been developed.However,similar to traditional summarization models,the generated summaries still exist problems of informativeness and conciseness.To address these issues and generate suitably informative and less redundant summaries,a topic-based abstractive summarization method is proposed to obtain global and local features.Additionally,a heterogeneous graph of the original document is constructed using word-level and topic-level features.Experiments and analyses on public review datasets(Yelp and Amazon)and our constructed dataset(Chinese complaint reports)show that the proposed framework effectively improves the performance of the abstractive summarization model for Chinese complaint reports.

Environmental complaint insights through text mining based on the driver,pressure,state,impact,and response(DPSIR)framework:Evidence from an Italian environmental agency

Individuals,local communities,environmental associations,private organizations,and public representatives and bodies may all be aggrieved by environmental problems concerning poor air quality,illegal waste disposal,water contamination,and general pollution.Environmental complaints represent the expressions of dissatisfaction with these issues.As the timeconsuming of managing a large number of complaints,text mining may be useful for automatically extracting information on stakeholder priorities and concerns.The paper used text mining and semantic network analysis to crawl relevant keywords about environmental complaints from two online complaint submission systems:online claim submission system of Regional Agency for Prevention,Environment and Energy(Arpae)(“Contact Arpae”);and Arpae's internal platform for environmental pollution(“Environmental incident reporting portal”)in the Emilia-Romagna Region,Italy.We evaluated the total of 2477 records and classified this information based on the claim topic(air pollution,water pollution,noise pollution,waste,odor,soil,weather-climate,sea-coast,and electromagnetic radiation)and geographical distribution.Then,this paper used natural language processing to extract keywords from the dataset,and classified keywords ranking higher in Term Frequency-Inverse Document Frequency(TF-IDF)based on the driver,pressure,state,impact,and response(DPSIR)framework.This study provided a systemic approach to understanding the interaction between people and environment in different geographical contexts and builds sustainable and healthy communities.The results showed that most complaints are from the public and associated with air pollution and odor.Factories(particularly foundries and ceramic industries)and farms are identified as the drivers of environmental issues.Citizen believed that environmental issues mainly affect human well-being.Moreover,the keywords of“odor”,“report”,“request”,“presence”,“municipality”,and“hours”were the most influential and meaningful concepts,as demonstrated by their high degree and betweenness centrality values.Keywords connecting odor(classified as impacts)and air pollution(classified as state)were the most important(such as“odor-burnt plastic”and“odor-acrid”).Complainants perceived odor annoyance as a primary environmental concern,possibly related to two main drivers:“odor-factory”and“odorsfarms”.The proposed approach has several theoretical and practical implications:text mining may quickly and efficiently address citizen needs,providing the basis toward automating(even partially)the complaint process;and the DPSIR framework might support the planning and organization of information and the identification of stakeholder concerns and priorities,as well as metrics and indicators for their assessment.Therefore,integration of the DPSIR framework with the text mining of environmental complaints might generate a comprehensive environmental knowledge base as a prerequisite for a wider exploitation of analysis to support decision-making processes and environmental management activities.

People's Complaints System in China——Chinese way of human rights relief

The people＇s complaints system is a mechanism of democracy and human rights relief under the traditional legal system of China. It has displayed positive roles during different historical periods after 1949 when the new China was founded.

医疗投诉防范体系对改善医疗服务质量的探索

目的探索建立口腔医院医疗投诉防范体系,评估其对改善医疗服务质量的效果,为同行医院高质量发展提供实践经验。方法以问题为导向、基于PDCA循环管理理念和融合多学科交叉知识,成功建立口腔医院医疗投诉防范体系。该体系主要包括计划阶段(Plan):收集分析投诉特征,制定计划和预期目标;实施阶段(Do):坚持以问题为导向,积极落实已制定措施;检查阶段(Check):定期评估措施成效,针对性调查患者意见;处理阶段(Action):归纳总结相关经验,制定再循环整改计划四部分内容。结果与2022年相比,样本医院2023年门急诊接诊总人数增加14.4%,医疗投诉总量下降7.6%,患者及家属对医护人员的表扬信件总量增加4倍、对医院改进提升的建议信件总量减少71.4%。结论口腔医院医疗投诉防范体系在一定程度上改善了样本医院的医疗服务质量,相关经验值得推广。

Value of improved nursing measures and enhanced nursing management to reduce the occurrence of adverse events in pediatric infusion

BACKGROUND Intravenous infusion is a common method of drug administration in clinical practice.Errors in any aspect of the infusion process,from the verification of medical orders,preparation of the drug solution,to infusion by nursing staff,may cause adverse infusion events.AIM To analyzed the value of improving nursing measures and enhancing nursing management to reduce the occurrence of adverse events in pediatric infusion.METHODS The clinical data of 130 children who received an infusion in the pediatric department of our hospital from May 2020 to May 2021 were analyzed and divided into two groups according to the differences in nursing measures and nursing management:65 patients in the control group received conventional nursing and nursing management interventions,while 65 patients in the observation group received improved nursing measure interventions and enhanced nursing management.The occurrence of adverse events,compliance of children,satisfaction of children’s families,and complaints regarding the transfusion treatment were recorded in both groups.RESULTS The incidence of fluid extravasation and infusion set dislodgement in the observation group were 3.08%and 1.54%,respectively,which were significantly lower than 12.31%and 13.85%in the control group(P<0.05),while repeated punctures and medication addition errors in the observation group were 3.08%and 0.00%,respectively,which were lower than 9.23%and 3.08%in the control group,but there was no significant difference(P>0.05).The compliance rate of children in the observation group was 98.46%(64/65),which was significantly higher than 87.69%(57/65)in the control group,and the satisfaction rate of children’s families was 96.92%(63/65),which was significantly higher than 86.15%(56/65)in the control group(P<0.05).The observation group did not receive any complaints from the child’s family,whereas the control group received four complaints,two of which were due to the crying of the child caused by repeated punctures,one due to the poor attitude of the nurse,and one due to medication addition errors,with a cumulative complaint rate of 6.15%.The cumulative complaint rate of the observation group was significantly lower than that of the control group(P<0.05).CONCLUSION Improving nursing measures and enhancing nursing management can reduce the incidence of fluid extravasation and infusion set dislodgement in pediatric patients,improve children’s compliance and satisfaction of their families,and reduce family complaints.

复杂适应性视域下城市治理数字化的实践逻辑——北京“接诉即办”和上海“一网统管”案例的比较分析

城市治理数字化受到复杂环境和府际关系的影响,表现出差异化的实践逻辑。基于复杂适应系统分析框架,城市治理数字化实践是为应对外部复杂问题而展开的政府内部变革,并在一系列相互作用过程中涌现出的结果。“接诉即办”立足民众诉求及问题解决的现实场景,通过充分利用数字技术,实现全流程的数字化赋能,并带动城市治理的整体数字化。“一网统管”整体上回应超大城市治理中的效能短板,通过整合城市海量数据实现整体智治,并通过对政府数字治理体系的多层次搭建实现对城市治理体系的覆盖,从而推动城市治理全场景的数字化升级。两案例都体现出城市治理数字化转型的复杂适应性特征,但聚焦的城市治理问题切口不同,展现出的组织变革和流程再造逻辑也存在差异。

A mixed method analysis of patients' complaints: Underpinnings of theory-guided strategies to improve quality of care

Purpose:Patients'complaints can be predictors of patient care quality and safety.Understanding patients'complaints could help healthcare organizations target the areas for improvements.The purpose of this study is to use a mixed method analysis to a)examine the characteristics and categories of patients'complaints,b)explore the relationships of patients'complaints with professions and units,and c)propose theory-based strategies to improve care quality.Methods:This is a descriptive mixed method study.Data examined are patients'complaints filed at a university-affiliated hospital in China from January 2016 to December 2017.A qualitative content analysis was conducted to categorize complaints.A TwoStep cluster analysis was performed to provide an overall profile of patients'complaints.Chi-Square tests were conducted to investigate the relationships among complaints,professions,and units.Results:838 complaints were filed,with 821 valid cases for analysis.Six categories surfaced from the qualitative analysis:uncaring attitudes,unsatisfactory quality of treatment or competence,communication problems,the process of care,fees and billing issues,and other miscellaneous causes.Physicians received most of the complaints(56.6%).The unit receiving the most complaints were outpatient clinics and medical support units(52.7%).The cluster analysis indicated four distinct clusters.Significant relationships existed between complaints and professions(x2(20)=178.82,P<0.01),and between complaints and units(x2(15)=42.72,P<0.01).Conclusions:Patients'complaints are valuable sources for quality improvements.Healthcare providers should be not only scientifically knowledgeable,but also humanistic caring.Caring-based theories may provide guidance in clinical practice.

Identification of contamination source in water distribution network based on consumer complaints

A new methodology was proposed for contamination source identification using information provided by consumer complaints from a probabilistic view.Due to the high uncertainties of information derived from users,the objective of the proposed methodology doesn't aim to capture a unique solution,but to minimize the number of possible contamination sources.In the proposed methodology,all the possible pollution nodes are identified through the CSA methodology firstly.And then based on the principle of total probability formula,the probability of each possible contamination node is obtained through a series of calculation.According to magnitude of the probability,the number of possible pollution nodes is minimized.The effectiveness and feasibility of the methodology is demonstrated through an application to a real case of ZJ City.Four scenarios were designed to investigate the influence of different uncertainties on the results in this case.The results show that pollutant concentration,injection duration,the number of consumer complaints nodes used for calculation and the prior probability with which consumers would complaint have no particular effect on the identification of contamination source.Three nodes were selected as the most possible pollution sources in water pipe network of ZJ City which includes more than 3 000 nodes.The results show the potential of the proposed method to identify contamination source through consumer complaints.

Clinical Intelligent Diagnosis Path Based on the Chief Complaint

Goals of traditional Chinese medicine(TCM)include precision,accuracy,and recognition by clinical practice.Establishment of a diagnosis and treatment system that closely conforms to the principle-method-recipe-medicines system and derivation of an accurate diagnosis and treatment plan should be considerations of TCM.Artificial intelligence research based on computer technology is one of the effective ways to solve this problem.In the research of intelligent diagnosis path,reflecting the characteristics of the overall view and dialectical treatment of TCM such as"Combination of four diagnostic methods""overall examination""combination of disease and syndrome"and"treatment individualized to patient,season and locality"are key for successful research of artificial intelligence in TCM diagnosis or recognition by clinical practice.

Blockchain Implications in the Management of Patient Complaints in Healthcare

Blockchain is an emerging technology that has recently been the focus for many researchers who have highlighted its diverse applications including healthcare. Transparency in managing unsolicited patient complaints is important in healthcare for both patients and healthcare providers;in addition, patient complaints analysis is significant to the continued quality improvement. Accordingly, the purpose of this study is to understand the nature of patient complaints management in the healthcare settings, explore the implications of blockchain on the management of patient complaints, and identify limitations in the usage of blockchain. Structured qualitative review and content analysis of the literature methods were used through multiple inclusion and exclusion phases for the scope of this research. Blockchain technology characteristics have been analyzed and approximated with desired features in the patients’ complaint management. Patient complaints provide valuable information to drive continuous improvements in healthcare. Blockchain is described as transparent, decentralized, immutable and anonymous. Results of this research found that a complaint Management system that is built on blockchain technology might have desired features that involve data integrity, security and transparency. Blockchain does have certain limitations that involve cybersecurity, scalability, confidentiality, readiness to adopt it, and is uncertainty about its impact. As a conclusion, implementing a system to manage patient complaints that is based on blockchain technology is promising, due to its desired possible features.

Seaweed Dietetic Food for the Functional Gastrointestinal Complaint Treatment

Despite the common nature of dyspeptic complaints, the treatment is still a problem. There is very little research done on the impact of dietary nutrition on the general health of the patients with dyspeptic complaints and overall nutritional safety. Study Objective: To evaluate the clinical effectiveness of the brown seaweed dietary product “Vitamarine” for the treatment of dyspepsia, as well as product safety. Material and Methods: An open, uncontrolled pilot study with questionnaires before and after the vitamarine course with the patient’s self-perception reports. Data were processed with multivariate analysis. Results: The study included 46 patients with 45 valid end result questionnaires for data processing. After 8 to 10 days use of vitamarine, 33 (76.8%) patients noted symptom disappearance or significant improvement, no improvement of symptoms or their increase was noted by 10 patients (23.2%). Complaints about weakness, fatigue and rapid tiredness significantly decreased or disappeared entirely (p = 0.04), including months long epi-gastric pain (p = 0.02) and constipation (p = 0.01). Conclusions: 1) Use of the dietetic food product “Vitamarine” with a dose of 50 - 60 g per day in two cases out of three improve the general well-being of the patients: months long dyspeptic abdominal pain and constipation disappear or significantly decrease. 2) In the first 8 - 10 days of the vitamarine course clinical effectiveness already can be noted. 3) Use of vitamarine is safe, including patients with a history of allergies to medications, elderly and patients with concomitant diseases.

International Trade Barriers Complaints and Structural Employment： A Conceptual and Quantitative Macro-perspective

Free trade is beneficial for all nations. Pareto optimality can be reached by trade without barriers, leading to maximizing total welfare of nations involved. Yet there are clear cases of complaining at the World Trade Organization （WTO） in which home bias is plausibly the reason for complaining, rather than objective criteria of the rules of trade agreements. Next to home bias in individual cases induced home bias leading to complaining at WTO might also be a trend. Using correlation and stepwise regression analysis a dataset on 28 complaining countries is analysed. The number of complaints at the WTO is the dependent variable in exploratory modeling. Independent variables are various variables on economic structure. Structural unemployment （SUN）, agricultural import share, current account balance, international property rights （IPR）, and foreign direct investment （FDI） turned out to be significantly related to the number of complaints. This is a strong indicator that complaining at the WTO is at least partly induced by other than objective factors. One of these factors other than objective factors could be considered as an induced home bias which leads to disruptive trade. The established relationship with one of these factors indicates the existence of induced home bias as an actual trend based on the outcomes of the analysis presented.

Does the Nature of Chief Complaint, Gender, or Age Affect Time to Be Seen in the Emergency Room

Objectives: EM physicians may be biased in seeing patients presenting with nonspecific complaints or requiring more extensive work-ups. The goal of our study was to ascertain if chief complaint affected time to be seen (TTBS) in the ED. Methods: A retrospective report was generated from the EMR for all moderate acuity patients who visited the ED from January 2005 to December 2010 at a large urban teaching hospital. Abdominal pain, alcohol intoxication, back pain, chest pain, cough, dyspnea, dizziness, fall, fever, flank pain, headache, infection, pain (nonspecific), psychiatric evaluation, “sent by MD”, vaginal bleeding, vomiting, and weakness were the most common complaints. Non-Parametric Independent Sample Tests assessed median TTBS between complaints, gender, and age. Chisquare testing assessed for differences in the distribution of arrival times. Results: We obtained data from 116,194 patients. Patients presenting with weakness and dizziness waited the longest time of 35 minutes and patients with flank pain waited the shortest with 24 minutes. Males waited 30 minutes and females waited 32 minutes. Younger females between the ages of 18 - 50 waited significantly longer when presenting with a chief complaint of abdominal pain, chest pain, or flank pain. There was no difference in the distribution of arrival times for these complaints. Conclusion: There is a significant bias toward seeing young male patients more quickly than women or older males. Patients might benefit from efforts to educate EM physicians on the delays and potential quality issues associated with this bias in an attempt to move toward more egalitarian patient selection.

Relationship between Stress and Psychosomatic Complaints among Nurses in Tabarjal Hospital

This research was conducted to examine the relationship between stress and psychosomatic complaints among nurses in Tabarjal hospital. To achieve this aim, the researcher used the descriptive method and selected a sample consisting of (56) nurses working in hospital through the simple random sampling technique. The respondents were requested to complete a questionnaire for rating of stress and the most common psychosomatic diseases. The collected data were analyzed statistically by using SPSS. The results revealed that the stress was dominant among nurses in Tabarjal hospital, the prevalence of psychosomatic complaints was significantly higher in nurses, and there was significant correlation between stress and psychosomatic complaints among nurses. Conclusion: This research confirmed the effect of strains on the prevalence of psychosomatic symptoms among nurses in Tabarjal hospital. Further, implications of the results were discussed on the light of some related researches.

Interlanguage pragmatics study of indirect complaint among Japanese ESL learners

This interlanguage pragmatics study of linguistic expressions of affect focuses on how Japanese learners of English may express themselves in an affect-laden speech act of indirect complaint. The English as a Second Language （ESL） learners＇ data are compared with the baseline data of native speakers of Japanese （J J） and American English （AA）. The functions of linguistic expressions of affect are classified into intensifiers and specifiers and further breakdown is made in terms of lexical and morpho-syntactic variables. Some major findings include the ESL learners＇ negative transfer from First Language （L1） Japanese into Second Language （L2） by using dislocation and the adversative passive structure, while simultaneously using hedges and aggressive words. Their avoidance of such expressions of affect as hyperbole and curse words can be partially attributed to insufficient vocabulary in L2 English. Conversely, they make an excessive and conscious effort to avoid using the Historical Present （HP） in order to match the tense, which can be interpreted as a sign of hypercorrection of the linguistic specific features in the L2. The paper sheds light on a new area of the linguistic affect as shown by the Asian ESL learners whose first languages are significantly different from their L2 English.

Complaints

Complaining about faulty goods or bad service isnever easy. Most people dislike making a fuss. But ifsomething you have bought is faulty or does not do whatwas claimed for it, you are not asking for a favour toget it put right. It is the shopkeeper’s responsibilityto take the complaint seriously and to replace or repair afaulty article or put right poor service, because he is

＂I＇m here to discuss my final grade!＂ A study of the speech act of complaint by Malaysian ESL learners

The present study investigates the preferred strategies of the speech act of complaint by Malaysian ESL learners. The subjects were selected from Malaysian university students majoring in English at University Sains Malaysia. Data were collected through an open-ended questionnaire in the form of a discourse completion task and a semi-structured interview. The responses were analyzed based on Rinnert and Nogami＇s （2006） taxonomy of the speech act of complaint to examine the main components of complaint, the level of directness and the degree of mitigation. It is anticipated that the findings will be able to provide valuable insights into teaching and learning English in non-native settings.

District-based Practice on Public Complaint Service Standardization

Standardized process of public complaints,applied in Qingdao,Shandong Province,was approved as a provincial pilot project on service standardization in January 2015.Chengyang District of the city has taken standardization as the main guiding principle for public complaint service,and integrated the ideas of standards in the major processes of compliant handling from personnel training,operation,complaint analysis and diagnosis.

The Speech Act of Complaint on Social Media:A Case of#Epidemic in Shanghai

This article addresses the speech act set of online complaint and the directness on social media in China and takes the topic of the epidemic outbreak in Shanghai as the source of the corpus.100 online complaints are collected and analyzed from the hashtag#Epidemic in Shanghai on Sina Weibo,a popular social media platform in China akin to Twitter.Several strategies are adopted to form the complaint,combing the speech act of request and insult.The most frequent used speech act set is complaint plus request.The study also finds that the complainer tends to address the complainee in an indirectly way,which is consistent with the face-to-face interaction.

An Analysis on the Complaint Speech Behavior of Online Barrage--Taking Bilibili Barrage as an Example

This study mainly combines the emerging Internet video comment mode“Barrage”to explore the main types of complaint speech acts,the object of complaint,the discourse function of complaint speech acts,and the modifiers of complaint speech acts in bullet screen culture.It is not difficult to find from previous studies on complaint speech acts that the analysis materials are mainly focused on traditional text resources and lines of film and television works,while the research objects are mainly focused on college students.Few people have studied the combination of the barrage and the complaint speech act.The results of this study show that complaints in barrage culture are mostly indirect complaint language.However,the difference between the object of complaint and the object of complaint in other traditional forms lies in that the object of complaint in direct complaint includes not only the characters in the video but also other bullet screen sender.The discourse function of complaint speech act mainly focuses on expressing reprimanding attitude and venting emotion.The modifiers of complaint speech act are mainly confirmatory modifiers.