{"id":"https://openalex.org/W2212876266","doi":"https://doi.org/10.1017/s1049023x00045659","title":"38. Incidence and Nature of Complaints Received in an Urban Fire Rescue System","display_name":"38. Incidence and Nature of Complaints Received in an Urban Fire Rescue System","publication_year":1996,"publication_date":"1996-09-01","ids":{"openalex":"https://openalex.org/W2212876266","doi":"https://doi.org/10.1017/s1049023x00045659","mag":"2212876266"},"language":"en","primary_location":{"id":"doi:10.1017/s1049023x00045659","doi":"https://doi.org/10.1017/s1049023x00045659","is_oa":true,"landing_page_url":"https://doi.org/10.1017/s1049023x00045659","pdf_url":"https://www.cambridge.org/core/services/aop-cambridge-core/content/view/F536D5F28975D10F07F007AB10989794/S1049023X00045659a.pdf/div-class-title-38-incidence-and-nature-of-complaints-received-in-an-urban-fire-rescue-system-div.pdf","source":{"id":"https://openalex.org/S2754346785","display_name":"Prehospital and Disaster Medicine","issn_l":"0882-7397","issn":["0882-7397","1049-023X","1945-1938","2059-9226"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","dongbi-c","doyens","jufo-1","ki-jl-1","medline","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311721","host_organization_name":"Cambridge University Press","host_organization_lineage":["https://openalex.org/P4310311721","https://openalex.org/P4310311702"],"host_organization_lineage_names":["Cambridge University Press","University of Cambridge"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Prehospital and Disaster Medicine","raw_type":"journal-article"},"volume":null,"type":"conference-abstract","is_traditional":false,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://www.cambridge.org/core/services/aop-cambridge-core/content/view/F536D5F28975D10F07F007AB10989794/S1049023X00045659a.pdf/div-class-title-38-incidence-and-nature-of-complaints-received-in-an-urban-fire-rescue-system-div.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5072238259","display_name":"T. J. LeDuc","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Todd J. LeDuc","raw_affiliation_strings":["Broward County Fire Rescue Division and Boward General Medical Center, Ft. Lauderdale, Florida, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Broward County Fire Rescue Division and Boward General Medical Center, Ft. Lauderdale, Florida, USA","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5030322992","display_name":"William E. Goellner","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"William E. Goellner","raw_affiliation_strings":["Broward County Fire Rescue Division and Boward General Medical Center, Ft. Lauderdale, Florida, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Broward County Fire Rescue Division and Boward General Medical Center, Ft. Lauderdale, Florida, USA","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5091144237","display_name":"Nabil El Sanadi","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Nabil El Sanadi","raw_affiliation_strings":["Broward County Fire Rescue Division and Boward General Medical Center, Ft. Lauderdale, Florida, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Broward County Fire Rescue Division and Boward General Medical Center, Ft. Lauderdale, Florida, USA","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":3550,"currency":"USD","value_usd":3550},"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":"11","issue":"S2","first_page":"S30","last_page":"S30"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11467","display_name":"Trauma and Emergency Care Studies","score":0.4047999978065491,"subfield":{"id":"https://openalex.org/subfields/2711","display_name":"Emergency Medicine"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},"topics":[{"id":"https://openalex.org/T11467","display_name":"Trauma and Emergency Care Studies","score":0.4047999978065491,"subfield":{"id":"https://openalex.org/subfields/2711","display_name":"Emergency Medicine"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11095","display_name":"Emergency and Acute Care Studies","score":0.3418000042438507,"subfield":{"id":"https://openalex.org/subfields/2711","display_name":"Emergency Medicine"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.11389999836683273,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/patient-complaints","display_name":"patient complaints","score":0.9700000286102295},{"id":"https://openalex.org/keywords/fire-rescue","display_name":"fire rescue","score":0.5360000133514404},{"id":"https://openalex.org/keywords/emergency-medical-services","display_name":"emergency medical services","score":0.8669999837875366},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.6539999842643738},{"id":"https://openalex.org/keywords/911-calls","display_name":"911 calls","score":0.7559999823570251},{"id":"https://openalex.org/keywords/patient-satisfaction","display_name":"patient satisfaction","score":0.39899998903274536},{"id":"https://openalex.org/keywords/ambulance-transport","display_name":"ambulance transport","score":0.3880000114440918}],"concepts":[{"id":"https://openalex.org/C545542383","wikidata":"https://www.wikidata.org/wiki/Q2751242","display_name":"Medical emergency","level":1,"score":0.5785242319107056},{"id":"https://openalex.org/C61511704","wikidata":"https://www.wikidata.org/wiki/Q1671857","display_name":"Incidence (geometry)","level":2,"score":0.5444345474243164},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.5310751795768738},{"id":"https://openalex.org/C167135981","wikidata":"https://www.wikidata.org/wiki/Q2146302","display_name":"Retrospective cohort study","level":2,"score":0.5283939242362976},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5263128280639648},{"id":"https://openalex.org/C194828623","wikidata":"https://www.wikidata.org/wiki/Q2861470","display_name":"Emergency medicine","level":1,"score":0.5008976459503174},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4915798604488373},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.41747602820396423},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.33847248554229736},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.23975762724876404},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.16878721117973328},{"id":"https://openalex.org/C141071460","wikidata":"https://www.wikidata.org/wiki/Q40821","display_name":"Surgery","level":1,"score":0.1670527160167694},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.13305988907814026},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C120665830","wikidata":"https://www.wikidata.org/wiki/Q14620","display_name":"Optics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1017/s1049023x00045659","doi":"https://doi.org/10.1017/s1049023x00045659","is_oa":true,"landing_page_url":"https://doi.org/10.1017/s1049023x00045659","pdf_url":"https://www.cambridge.org/core/services/aop-cambridge-core/content/view/F536D5F28975D10F07F007AB10989794/S1049023X00045659a.pdf/div-class-title-38-incidence-and-nature-of-complaints-received-in-an-urban-fire-rescue-system-div.pdf","source":{"id":"https://openalex.org/S2754346785","display_name":"Prehospital and Disaster Medicine","issn_l":"0882-7397","issn":["0882-7397","1049-023X","1945-1938","2059-9226"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","dongbi-c","doyens","jufo-1","ki-jl-1","medline","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311721","host_organization_name":"Cambridge University Press","host_organization_lineage":["https://openalex.org/P4310311721","https://openalex.org/P4310311702"],"host_organization_lineage_names":["Cambridge University Press","University of Cambridge"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Prehospital and Disaster Medicine","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1017/s1049023x00045659","doi":"https://doi.org/10.1017/s1049023x00045659","is_oa":true,"landing_page_url":"https://doi.org/10.1017/s1049023x00045659","pdf_url":"https://www.cambridge.org/core/services/aop-cambridge-core/content/view/F536D5F28975D10F07F007AB10989794/S1049023X00045659a.pdf/div-class-title-38-incidence-and-nature-of-complaints-received-in-an-urban-fire-rescue-system-div.pdf","source":{"id":"https://openalex.org/S2754346785","display_name":"Prehospital and Disaster Medicine","issn_l":"0882-7397","issn":["0882-7397","1049-023X","1945-1938","2059-9226"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","dongbi-c","doyens","jufo-1","ki-jl-1","medline","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311721","host_organization_name":"Cambridge University Press","host_organization_lineage":["https://openalex.org/P4310311721","https://openalex.org/P4310311702"],"host_organization_lineage_names":["Cambridge University Press","University of Cambridge"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Prehospital and Disaster Medicine","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","display_name":"Good health and well-being","score":0.428600013256073}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2212876266.pdf","grobid_xml":"https://content.openalex.org/works/W2212876266.grobid-xml"},"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2276405224","https://openalex.org/W2025122264","https://openalex.org/W2209988445","https://openalex.org/W2002532322","https://openalex.org/W3133708082","https://openalex.org/W2411059595","https://openalex.org/W2047739869","https://openalex.org/W2267572243","https://openalex.org/W2157855746","https://openalex.org/W19686063"],"abstract_inverted_index":{"Objective:":[0],"To":[1],"determine":[2],"the":[3,65,75,109,131,193,214],"frequency":[4],"and":[5,46,217],"nature":[6],"of":[7,23,86,100,121,136,160,177,182,185,195,205,213],"patient":[8,26],"complaints":[9,27,58,104,123,186],"in":[10,125],"a":[11,84,98,118],"large":[12],"urban":[13],"Fire":[14,79,113],"Rescue":[15,80],"system.":[16],"Methods:":[17],"A":[18],"two":[19],"year":[20],"retrospective":[21,70],"review":[22],"all":[24],"unsolicited":[25,102],"received":[28,97,200],"from":[29,188],"any":[30],"source":[31],"either":[32],"internal":[33],"or":[34,143,152,175],"external,":[35],"through":[36],"our":[37,69,78],"full-time":[38],"customer":[39,43,66,94,103,122],"service":[40,95,110],"personnel.":[41],"All":[42,57],"complaints,":[44,137],"concerns":[45,201],"interactions":[47],"are":[48],"documented":[49],"on":[50],"an":[51],"interaction":[52],"form":[53],"which":[54],"we":[55],"reviewed.":[56],"were":[59,139,202],"resolved":[60],"with":[61,112],"disposition":[62],"related":[63,140],"to":[64,68,83,127,141,192],"prior":[67],"study":[71,76,132],"inclusion.":[72],"Results:":[73],"During":[74],"period":[77],"system":[81],"responded":[82],"total":[85,99,128,215],"169,651":[87],"calls":[88],"for":[89,117,158,171,180],"medical":[90,208],"assistance.":[91],"Our":[92],"division":[93],"personnel":[96],"87":[101],"(n":[105],"=":[106],"87)":[107],"regarding":[108,163],"encounter":[111],"Rescue/EMS.":[114],"This":[115],"accounts":[116],"0.0005%":[119],"rate":[120],"captured":[124],"correlation":[126],"incidents":[129],"during":[130],"period.":[133],"The":[134],"majority":[135],"27%":[138],"lost":[142],"missing":[144],"goods.":[145],"Service":[146],"that":[147],"was":[148,211],"perceived":[149],"as":[150],"uncourteous":[151],"inconsiderate":[153],"after":[154,167],"calling":[155,168],"911,":[156],"accounted":[157,170,179],"25%":[159],"complaints.":[161,183],"Complaints":[162],"not":[164,189],"being":[165,190],"transported":[166,191],"911":[169],"18%.":[172],"Uncourteous":[173],"driving":[174],"noise":[176],"sirens":[178],"7%":[181,184],"resulted":[187],"hospital":[194],"their":[196],"choice.":[197],"Actual":[198],"care":[199],"only":[203],"3%":[204],"total.":[206],"Leaving":[207],"objects":[209],"behind":[210],"2%":[212],"volume":[216],"4%":[218],"fit":[219],"no":[220],"specific":[221],"trend.":[222]},"counts_by_year":[],"updated_date":"2026-08-21T09:56:20.448147","created_date":"2016-06-24T00:00:00"}
