Cancellation Of Services Research Articles

PERAN OMBUDSMAN SEBAGAI LEMBAGA PENGAWAS PELAYANAN PUBLIK DI INDONESIA

This study aims to determine the role of the Ombudsman as an oversight body for the delivery of public services in Indonesia. The Ombudsman of the Republic of Indonesia as an institution that helps the delivery of public services has an important role in the implementation of effective and efficient public services. However, it is realized that they still exist in the implementation of supervision of public services. First, they still represent the Ombudsman of the Republic of Indonesia who cannot be transferred by the invited party because many think that the ombudsman should not be invited. Second, it is constrained by the absence of regulations related to Ombudsman approval and the sanctions that must be applied. Third, there is no punishment execution by the Government for the cancellation of public services to Regional Heads that has been proclaimed by the Indonesian Ombudsman. Both the government and the community must support the implementation of oversight of governance by the Ombudsman in order to create public welfare.

Service Shutdowns and Compensation: Cash Refunds or Vouchers?

Government mandated shutdowns in response to the COVID-19 pandemic have led to a vast number of service cancellations and a heated debate on compensation policies. Service providers pushed for vouchers as a means of compensation, whereas customers demand cash refunds or generous vouchers that compensate for postponed service. Regulators, at the same time, insist that customers must be granted the right to be reimbursed in money. To address the debate, this paper develops an analytical framework to study the profitability and efficiency of different compensation policies following shutdown. Surprisingly, we find that the voucher-only policy dominates the hybrid policy that offers customers the choice between a cash-back and a voucher option in terms of profit and welfare if customers have high salvage values for the service. We also find that if the regulator imposes cash-back as an option for compensation, it is optimal for the provider to include a bonus in the voucher. In contrast, the provider will not offer a bonus in the absence of a cash-back option. Overall, our analysis helps to evaluate compensation policies from the perspectives of pre-shutdown efficiency, post-shutdown customer dissatisfaction, and possible compromise between market participants.

P0502 / #2098: IMPACT OF THE CORONAVIRUS (COVID-19) PANDEMIC ON CARE AND REHABILITATION OF CHILDREN WHO SURVIVED EXTRACORPOREAL MEMBRANE OXYGENATION (ECMO).

AIMS & OBJECTIVES: To identify indirect impact of COVID-19 pandemic on rehabilitation of paediatric ECMO survivors. METHODS: ECMO-survivors who were 6-12 months post-discharge between Feb-August2020 were prospectively followed up via newly set-up secure videocall clinics between June-August 2020 by biprofessional team (physiotherapist and ECMO physician) using visual inspection,PEDICAT (Paediatric Evaluation of Disability Inventory- Computer Adaptive Test) neurodevelopmental questionnaire and parental PHQ-9(Patient Health questionnaire-9) for depression plus GAD-7(General Anxiety Disorder-7)questionnaires. Impact of pandemic on planned follow-up and investigations, neurodevelopment, psychology of carers, readmissions/delayed presentations was observed. RESULTS: 10 ECMO survivors (median age 25months) were reviewed between February2020 to August2020. 6(60%) children had not received any face-to-face or virtual physiotherapy therapy input for >3 months due to cancellation of non-essential services during COVID-19 pandemic. They remain on the waiting list to receive intensive physiotherapy despite ease of lockdown in June. 7(70%) children have not had planned audiology assessment,4 children have not had neurology review nor neuro-imaging as planned. 4 children continued to show moderate neurodevelopment delay, with no improvement of paediatric overall performance category (POPC) since hospital discharge. 2 parents scored high for post-traumatic anxiety/stress, prompting clinical psychology referral.No children had delayed presentation for acute illnesses. 2 children had a drop in acute admissions since lockdown. CONCLUSIONS: Setting up virtual ECMO follow-up clinics enabled us to identify crucial follow-up care delayed by COVID-19 pandemic and bring it up-to-date.Children with narrow timeframes of neuroplasticity were disadvantaged due to cancellation/postponement of non-essential services. It would be prudent to plan for post-discharge care delivery in advance of a second wave.

ASSESSMENT OF IMPLEMENTATION OF PUBLIC PROCUREMENT AND DISPOSAL LAW ON PROCUREMENT PROCESS AT MACHAKOS UNIVERSITY, MACHAKOS COUNTY, KENYA

For efficacy in public funds utilisation, the procurement process needs to be regulated, hence the enactment of Public Procurement Regulations of 2015. Nevertheless, of late billions of tax payer's money in Kenya have been lost by Public institutions through cancellation of contracts, uncompleted projects and services not rendered. This study sought to assess the implementation of public procurement and disposal law on procurement process at Machakos University, Kenya. The study objectives were: to determine the Machakos University procurement staffs’ awareness on procurement regulations, professionalism on procurement process, ethical practices on procurement process and the level of stakeholders’ involvement on procurement process. The study sought to fill the lacuna in the Kenya procurement literature as to whether ratification and application of the PPAD Act, 2015 has had influence in the procurement practices in the institutes of higher learning. Theories relevant to this study were the Agency theory and the Institutional theory. The study targeted a population of 86 procurement staff and members of consumer departments. A sample of 50 participants was selected using both purposive and simple random sampling techniques. Data collection tools were questionnaires and interview schedules. The study used mixed methods and employed the concurrent triangulation research design which enabled the researcher to use more than one design to cross-validate, confirm and corroborate findings. Data analysis was performed using both descriptive and inferential statistics. The study concluded that availability of procurement manual, staff in service training and ICT integration to the procurement process had a statistically significant influence on compliance to the principles and protocols governing public procurement process. The study recommends further research on the inherent nature of poor concept application due poor knowledge. Article visualizations:

The impact of COVID-19 on the management of heart failure: a United Kingdom patient questionnaire study.

AimsThe coronavirus disease 2019 (COVID‐19) pandemic has created significant challenges to healthcare globally, necessitating rapid restructuring of service provision. This questionnaire survey was conducted amongst adult heart failure (HF) patients in the United Kingdom (UK), to understand the impact of COVID‐19 upon HF services.Methods and resultsThe survey was conducted by the Pumping Marvellous Foundation, a UK HF patient charity. ‘Survey Monkey’ was used to disseminate the questionnaire in the Pumping Marvellous Foundation 's online patient group and in 10 UK hospitals (outpatient hospital and community HF clinics). There were 1050 responses collected (693/1050—66% women); 55% (579/1050) were aged over 60 years. Anxiety level was significantly higher regarding COVID‐19 (mean 7 ± 2.5 on anxiety scale of 0 to 10) compared with anxiety regarding HF (6.1 ± 2.4; P < 0.001). Anxiety was higher amongst patients aged ≤60 years about HF (6.3 ± 2.2 vs. 5.9 ± 2.5 in those aged >60 years; P = 0.005) and COVID‐19 (7.3 ± 2.3 vs. 6.7 ± 2.6 those aged >60 years; P < 0.001). Sixty‐five per cent of respondents (686/1050) reported disruption to HF appointments (cancellation or postponement) during the lockdown period. Thirty‐seven per cent reported disruption to medication prescription services, and Thirty‐four per cent reported inability to access their HF teams promptly. Thirty‐two per cent expressed reluctance to attend hospital (25% stated they would only attend hospital if there was no alternative, and 7% stated that they would not attend hospital at all).ConclusionsThe COVID‐19 pandemic has caused significant anxiety amongst HF patients regarding COVID‐19 and HF. Cancellation or postponement of scheduled clinic appointments, investigations, procedures, prescription, and monitoring services were implicated as sources of anxiety.

Immunisation program reviews in East and Southern Africa (2012-2018): key lessons.

Introductionthe World Health Organisation (WHO) recommends that countries conduct comprehensive national immunisation program reviews regularly to help them identify systems wide-barriers or gaps and monitor performance against the set targets.Methodswe reviewed reports from the latest national immunisation program reviews conducted in the 20 countries in the sub-region in the course of 2012-2018. We generated descriptive analysis of the findings across the sub-region.Resultsthe 20 program reviews included field observations to the subnational levels as well as interviews with program staff and stakeholders. At the time of the reviews, only 11 countries had functional National Immunisation Technical Advisory Groups. Operational funding was inadequate in half of the countries. The reviews documented the cancellation of outreach services, supportive supervision visits and maintenance of cold chain equipment due to the lack of fuel or operational funding. Immunisation programs in 10 countries had major human resource gaps. Vaccine stock management tools were not effectively used in 10 countries, and stock out of vaccines and supplies was documented in 9 countries during the review. The full components of the RED strategy were implemented in only 3 of the 20 countries. Twelve countries reported challenges with the availability and accuracy of target populations. Four countries had documented the presence of vaccine hesitant groups at the time of the reviews.Conclusionthe reviews demonstrated challenges in various aspects of the programs in different countries. The implementation of the review recommendations should be built into the annual program plans, as well as into coasted multi-year plans, in order to address the gaps and helps the program to attain the set targets. With the rapid evolution of the scope and complexity of the immunisation programs in recent years, countries should invest their efforts in building the capacity of their human resources as well as updating their logistics and data systems.

Dual Caregivers of Relatives with Dementia in Rural Virginia: The Added Stress of COVID-19

Family caregivers often find themselves “sandwiched” between caring for an older relative with dementia (PWD) and another person. Serving in a dual caregiving role presents unique challenges and has consequences for caregivers’ physical and mental health. Seven daily diary interviews with 46 dual dementia caregivers assessed their daily stressors and informal and formal supports. Results showed that dementia caregivers who also cared for another older relative reported poorer physical health and used more community-based services to care for the PwD. Conversely, dementia caregivers who also cared for younger relatives reported greater secondary stressors, lower family support, and use of fewer community-based services to care for the PwD. Since the COVID-19 pandemic began, two telephone interviews were conducted with 15 dual dementia caregivers. Caregivers were asked in-depth questions about how the pandemic had impacted their caregiving responsibilities, mental health, and use of community-based services. Guided by stress process and behavior models, a thematic analysis of dual caregivers’ interviews revealed that caregivers had less time for themselves, engaged in self-care activities less often, and felt their social life had suffered. Many of the caregivers reported feeling exhausted, stressed, and had more things to do than they could handle. Of the eight caregivers that used services before COVID-19, six experienced a change in services including loss of services, different workers, or self-selected cancellation of services. Discussion focuses on challenges dual dementia caregivers face and the added stressors they experienced during the COVID-19 pandemic.

Life in the Shadow Carceral State: Surveillance and Control of Refugees in Australia

This article critically examines techniques employed by the Australian state to expand its control of refugees and asylum seekers living in Australia. In particular, it analyses the operation of Australia’s unique Asylum Seeker Code of Behaviour, which asylum seekers who arrive by boat must sign in order to be released from mandatory immigration detention, with reference to an original dataset of allegations made under the Code. We argue that the Code and the regime of visa cancellation and re-detention powers of which it forms a part are manifestations of what Beckett and Murakawa call the ‘shadow carceral state’, whereby punitive state power is extended beyond prison walls through the blurring of civil, administrative and criminal legal authority. The Code contributes to Australia’s apparatus of refugee deterrence by adding to it a brutal system of surveillance, visa cancellation and denial of services for asylum seekers living in the community.

SARS-CoV-2-related rapid reorganization of an epilepsy outpatient clinic from personal appointments to telemedicine services: A German single-center experience

IntroductionWhen the SARS-CoV-2 pandemic reached Europe in 2020, a German governmental order forced clinics to immediately suspend elective care, causing a problem for patients with chronic illnesses such as epilepsy. Here, we report the experience of one clinic that converted its outpatient care from personal appointments to telemedicine services. MethodsDocumentations of telephone contacts and telemedicine consultations at the Epilepsy Center Frankfurt Rhine-Main were recorded in detail between March and May 2020 and analyzed for acceptance, feasibility, and satisfaction of the conversion from personal to telemedicine appointments from both patients' and medical professionals' perspectives. ResultsTelephone contacts for 272 patients (mean age: 38.7 years, range: 17–79 years, 55.5% female) were analyzed. Patient-rated medical needs were either very urgent (6.6%, n = 18), urgent (23.5%, n = 64), less urgent (29.8%, n = 81), or nonurgent (39.3%, n = 107). Outpatient service cancelations resulted in a lack of understanding (9.6%, n = 26) or anger and aggression (2.9%, n = 8) in a minority of patients, while 88.6% (n = 241) reacted with understanding, or relief (3.3%, n = 9). Telemedicine consultations rather than a postponed face-to-face visit were requested by 109 patients (40.1%), and these requests were significantly associated with subjective threat by SARS-CoV-2 (p = 0.004), urgent or very urgent medical needs (p = 0.004), and female gender (p = 0.024). Telemedicine satisfaction by patients and physicians was high. Overall, 9.2% (n = 10) of patients reported general supply problems due to SARS-CoV-2, and 28.4% (n = 31) reported epilepsy-specific problems, most frequently related to prescriptions, or supply problems for antiseizure drugs (ASDs; 22.9%, n = 25). ConclusionUnderstanding and acceptance of elective ambulatory visit cancelations and the conversion to telemedicine consultations was high during the coronavirus disease 2019 (COVID-19) lockdown. Patients who engaged in telemedicine consultations were highly satisfied, supporting the feasibility and potential of telemedicine during the COVID-19 pandemic and beyond.

Role of Timetable, Rolling Stock Rescheduling, and Information Strategies to Passengers in Public Transport Disruptions

In the event of public transport disruption, operating companies produce disposition timetables depending on different rescheduling strategies, such as retiming or rerouting, with services fully/partially cancelled, and also taking into account more complex, adjusted, feasible rolling stock circulation. The aim is to reduce passengers’ delays, thereby limiting detriment to passengers’ activities and their related satisfaction. The key relation between the supply of operating companies and passengers’ satisfaction is information disseminated about running services. This paper innovatively combines an optimization model and an agent-based micro-simulation model (MATSim) to explore passengers’ (dis)satisfaction with different disposition timetables and information strategies, which is helpful for operating companies to offer better services to passengers in cases of public transport disruption. Activity-based agent behaviors in a multi-modal network are simulated and agents’ delays and scores for the city of Zürich, Switzerland, analyzed. Passengers’ (dis)satisfaction is indicated by their delays in the directly affected (i.e., disrupted) trip and utility for their whole trips and activities estimated by a score function. Disruption results in immediate delays for passengers whose planned services fail to run, plus delays for passengers on the line where extra services are planned to run (rerouted). The earlier information on the disposition timetable is disseminated to passengers, the higher their satisfaction during disruption. Compared with full cancellation of train services, computing a precise feasible rolling stock circulation able to handle partial train cancellations can significantly benefit passengers, especially those whose planned services are disrupted, against minor delays incurred by other group of passengers.

OMBUDSMAN SEBAGAI LEMBAGA PENGAWAS PELAYANAN PUBLIK DI INDONESIA

The Ombudsman of the Republic of Indonesia as an institution that helps to administer public services has an important role in the administration of effective and efficient public services. However, it is recognized that it still exists in the implementation of public service supervision. First, it still represents the Ombudsman of the Republic of Indonesia which cannot be transferred by the invited party because many consider that the ombudsman must be invited is not mandatory. Second, it is constrained by the absence of regulations related to Ombudsman approval and sanctions that must be applied. Third, there is no execution of punishment by the Government for the cancellation of public services to the Regional Head launched by the Indonesian Ombudsman. Both the government and the publik society should support the implementation of the supervision of public administration by the Ombudsman in order to create public welfare.The Ombudsman of the Republic of Indonesia as an institution that helps to administer public services has an important role in the administration of effective and efficient public services. However, it is recognized that it still exists in the implementation of public service supervision. First, it still represents the Ombudsman of the Republic of Indonesia which cannot be transferred by the invited party because many consider that the ombudsman must be invited is not mandatory. Second, it is constrained by the absence of regulations related to Ombudsman approval and sanctions that must be applied. Third, there is no execution of punishment by the Government for the cancellation of public services to the Regional Head launched by the Indonesian Ombudsman. Both the government and the publik society should support the implementation of the supervision of public administration by the Ombudsman in order to create public welfare.

The "Infodemic" of Journal Publication Associated with the Novel Coronavirus Disease.

The "Infodemic" of Journal Publication Associated with the Novel Coronavirus Disease.

Big Data for Natural Disasters in an Urban Railroad Neighborhood: A Systematic Review

Landslides and floods are among the most common disasters in Brazil and are responsible for losses on social, environmental, and economic scales, even resulting in deaths. Floods can negatively affect the structure and operations of a railway network, causing travel delays, train service cancellations, and major fines for the railway. The objective of this article is to conduct a bibliographic review of what is available in publications on natural disasters, particularly landslides and floods, big data techniques, and railroads, at international and national levels. A bibliometric analysis was carried out according to the “PRISMA Flow Diagram” guidelines. The analysis in this study was conducted through searches of the following reference databases: Scopus, Web of Science, Scielo, and Google Scholar. After the keyword search was completed, the absence of available data and references relating to Brazil was verified. This justified the development of this and other related papers, and the efforts necessary to turn these data into useful information for the managers of cities and environmental institutions. The aim of this study is to fill the gap in the research, focusing on Brazil, related to big data, smart cities, and natural disasters (particularly, landslides and floods), and to propose other papers that can be developed in this subject area.

Immunisation program reviews in East and Southern Africa: 2012-2018; key lessons.

IntroductionWorld Health Organisation (WHO) recommends that countries conduct comprehensive national immunisation programme reviews regularly to help them identify systems wide-barriers or gaps and monitor performance against the set targets.Methodswe reviewed reports from the latest national immunisation program reviews conducted in the 20 countries in the subregion in the course of 2012-2018. We generated descriptive analysis of the findings across the subregion.Resultsthe 20 program reviews included field observations to the subnational levels as well as interviews with program staff and stakeholders. At the time of the reviews, only 11 countries had functional National Immunisation Technical Advisory Groups. Operational funding was inadequate in half of the countries. The reviews documented the cancellation of outreach services, supportive supervision visits and maintenance of cold chain equipment due to the lack of fuel or operational funding. Immunisation programs in 10 countries had major human resource gaps. Vaccine stock management tools were not effectively used in 10 countries, and stockout of vaccines and supplies was documented in 9 countries during the review. The full components of the Reaching Every District (RED) Strategy were implemented in only 3 of the 20 countries. Twelve countries reported challenges with the availability and accuracy of target populations. Four countries had documented the presence of vaccine hesitant groups at the time of the reviews.Conclusionthe reviews demonstrated challenges in various aspects of the programs in different countries. The implementation of the review recommendations should be built into the annual program plans, as well as into costed multi-year plans, in order to address the gaps and helps the program to attain the set targets. With the rapid evolution of the scope and complexity of the immunisation programs in recent years, countries should invest their efforts in building the capacity of their human resources as well as updating their logistics and data systems.

Short message service cancellation intervention to reduce integrated sexual health and HIV 'did not attend' appointment rates.

Did not attend (DNA) appointments create a significant impact upon resource and finance efficiency in the NHS. Despite introduction of short-message service (SMS) reminders to our patients, DNA rates remained persistently high. An option to send an SMS to cancel a booked appointment was piloted from 15 January to 16 April 2018 for integrated sexual health and human immunodeficiency virus (HIV) appointments. Absolute monthly mean DNA rates as a proportion of total bookable appointments fell by 2.24% (14.42% pre-intervention [95% CI: 13.15-15.79%] to 12.18% post-intervention [95% CI: 10.98-13.50%]). Cancellation rates increased proportionally by 14.28% from 24.4% to 38.68% (786/3224 pre-intervention [95% CI: 22.70%-26.15%] to 1184/3061 post-intervention [95% CI: 36.52-40.93%]). Findings suggest that SMS cancellations are a viable solution to reduce DNA rates in this setting.

Real-time scheduling optimization considering the unexpected events in home health care

Home health care, a new kind of health services that can be given in home for special populations (elderly, disabled, youth, etc.), is usually less expensive, more convenient and more efficient. Based on the face-to-face (in-person) interviews, we find that scheduling arrangements of home health care are often affected by some unexpected events such as cancellation of services, demand for emergency care and medical device failures. These events may lead to medical scheduling conflicts and therefore might decrease patient satisfaction due to the delayed service. Considering the emergencies in the home health care, this study takes the home health care mode under the unexpected events as the research object and focuses on the time window constraints involved in the real-time scheduling problem. In order to obtain an optimal medical dispatch program and ensure patients’ golden period for treatment, we establish an effective real-time scheduling model to minimize the total required time of scheduling, and propose an improved memetic algorithm to optimize the model. Empirical analysis was then adopted to verify the rationality of the model. Finally, we analyze the practical effect of dispatching decision and put forward the recommendations for future research directions.

통역 사용자에 의한 통역품질평가 - 품질보증 관점의 통역 서비스 실패 사례 분석

This study analyzed cases of interpreting service failures and identified types of claims filed at each stage of interpreting process. At the pre-process, a 35% of service failures had occurred mainly due to clients' confusion over interpreting dates or language pairs, or refusing to pay penalty for service cancellation. In the in-process, a 53% of claims had been filed for use of wrong terminologies, omissions or errors in interpreted contents, etc. The remaining 12% of service failures had taken place in the post-process. To prevent interpreting service failures, clients need to participate in service process by offering information in advance on interpreting to be performed and opinions on interpreter selection. Clients' participation could be more effectively induced, if it is specified in an interpreting service agreement as responsibilities of clients. At the same time, requesting such information from clients should be stated as interpreters’ responsibilities. When a service failure occurs despite such efforts, the claim should be handled in a manner that ensures fairness both for clients and interpreters. In addition, service failures possibly caused by clients' confusion could be prevented with the use of preparation poka yoke, a quality management tool.

Lean philosophy and the public hospital

The Toyota Production System or Lean philosophy has been implemented in many facets of medicine from outpatient areas to critical care units to ancillary services. There has been some doubt about the applicability of this process outside of large private medical centers particularly in relationship to operating room services. We describe the success of the Lean process for the surgical services of a public, inner-city hospital.Lean methodology was applied to operating room (OR) performance measures of utilization, on-time starts, turn over time, and same day cancellations. Secondary measures of OR minutes used, OR cases completed, individual service cancellations for emergencies, and cross service bumping for emergencies were also evaluated. One years worth of data prior to the start of Lean was compared to one year after the completion of Lean. Improved performance was consistently demonstrated in all measures except same day cancellations.

THE ROLE OF THIRD SECTOR IN ECONOMIC CRISES

The aim of this study was to present the role of third sector in economic crises with the particular case study of its role in the last economic crises in Europe. The economic crises brought about a reduction of both government funding and corporate giving, also decline in income from philanthropy. Most responses from the third sector were reactive and passive in nature — reduction or freezing of wages, dismissal of workers, shutting down existing and delaying the beginning of new programs, and the reduction or cancellation of services. However some of the actions were more proactive. These can be divided into two groups. The first one is external in nature. Statutory activity of the third sector has focused on the introduction of programs and initiatives designed to counter the effects of economic crises and increasing the transparency of doing business, in particular financial operations. The second type of activity is associated with the still unappreciated role of the third sector as a business player. Nonprofit organizations can ameliorate the impact of an economic crisis by making efforts to maintain their activity despite zero or negative rate of return diversifying funding sources and entrepreneurship, increasing cooperation with other sectors (governmental and private).

Rescheduling of Railway Rolling Stock with Dynamic Passenger Flows

In this paper we describe a real-time rolling stock rescheduling model for disruption management of passenger railways. Large-scale disruptions, e.g., due to malfunctioning infrastructure or rolling stock, usually result in the cancellation of train services. As a consequence, the passenger flows change, because passengers will look for alternative routes to get to their destinations. Our model takes these dynamic passenger flows into account. This is in contrast with most traditional rolling stock rescheduling models that consider the passenger flows either as static or as given input. Furthermore, we describe an iterative heuristic for solving the rolling stock rescheduling model with dynamic passenger flows. The model and the heuristic were tested on realistic problem instances of Netherlands Railways, the major operator of passenger trains in the Netherlands. The computational results show that the average delay of the passengers can be reduced significantly by taking into account the dynamic behavior of the passenger flows on the detour routes, and that the computation times of the iterative heuristic are appropriate for an application in real-time disruption management.