PROCESS IN Y O U B E T H E ACTION C O M P L A I N T I N V E S T - - PowerPoint PPT Presentation

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THE COMPL AINT PROCESS IN Y O U B E T H E ACTION C O M P L A I N T I N V E S T I G A T O R 2 D E C E M B E R 2 0 1 6 F A I R M O N T H OT E L , VA N C O U V E R V D D S M I D W I N T E R C L I N I C P R E S E N T E R S : D R . C H R

SLIDE 1 2 D E C E M B E R 2 0 1 6 F A I R M O N T H OT E L , VA N C O U V E R V D D S M I D W I N T E R C L I N I C

Y O U B E T H E C O M P L A I N T I N V E S T I G A T O R

THE COMPL AINT PROCESS IN ACTION

P R E S E N T E R S : D R . C H R I S H A C K E R , D E N TA L P O L I C Y & P R A C T I C E A D V I S O R D R . G A R RY S U T TO N , E A R LY R E S O L U T I O N & P R A C T I C E A D V I S O R

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SO YOU RECEIVED A COMPLAINT…

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COMPLAINT ISSUES

Diagnosis and Treatment Planning 20% Patient Communications 17% Informed Consent 13% Prosthodontics 9% Endodontics 6% Billing 6% Ethics 5% Operative 4% Access to Records / Recordkeeping 3% Surgery (other than implant) 3% Orthdontics 2% Other 12%

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AGENDA

1 . I N T R O D U C T I O N 2 . C D S B C ’ S C O M P L A I N T P R O C E S S 3 . I N T R O D U C T I O N O F E X E R C I S E S 4 . R E V I E W O F C O M P L A I N T # 1 5 . OV E RV I E W O F R E M E D I AT I O N O P T I O N S 6 . R E S O L U T I O N O F C O M P L A I N T # 1 7 . B R E A K 8 . R E V I E W O F C O M P L A I N T # 2 9 . R E V I E W R E M E D I AT I O N O P T I O N S 1 0 . R E S O L U T I O N O F C O M P L A I N T # 2 1 1 . C L O S I N G R E M A R K S 1 2 . Q U E S T I O N S

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HOW A COMPLAINT IS RESOLVED

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CDSBC COMMITTEES

The Inquiry Committee gives direction and decides how each complaint will be resolved once an investigation has been completed. The Discipline Committee will determine the resolution if a complaint proceeds to a discipline hearing.

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COMPLAINT PROCESS

CDSBC Receives a Written Complaint

STEP 1

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COMPLAINT PROCESS

Preliminary Evaluation

STEP 2

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New Correspondence Checklist

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COMPLAINT PROCESS

Inquiry Committee Review and Intake

STEP 3

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COMPLAINT PROCESS

STEP 4

Formal Investigation

f the Complaint

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COMPLAINT PROCESS

STEP 5

Complaints T eam Report and Recommendations

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COMPLAINT PROCESS

STEP 6

Inquiry Committee Decision and Direction

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RESOLUTIONS

Closed with no action taken, 209 Closed with remedial action taken, 113 Referred to discipline, 4

There were 326 complaint files closed in 2015/16. 25 files went to The Health Professions Review Board (HPRB).

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COMPLAINT PROCESS

STEP 7

Inquiry Committee Directs the Registrar to Issue a Citation

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HEALTH PROFESSIONS REVIEW BOARD (HPRB)

The Health Professions Review Board is an administrative tribunal created under the Health Professions Act. The HPRB provides an independent review of certain decisions made by self-governing colleges.

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DISCIPLINE HEARING

A registrant can only be disciplined by CDSBC or its committees once a formal discipline hearing leading to an adverse finding has taken place.

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INSTRUCTIONS FOR TODAY’S EXERCISE

T WO R E DAC T E D C O M P L A I N T S : O N E C DA / O N E D E N T I S T 1 . R E V I E W T H E W R I T T E N C O M P L A I N T & C O R R E S P O N D E N C E 2 . R E V I E W T H E I N V E S T I G AT I O N R E P O RT, R A D I O G R A P H S A N D C H A RT S 3 . D E T E R M I N E C O N C E R N S 4 . C H O O S E R E S O L U T I O N 5 . R E V I E W AC T UA L R E S O L U T I O N D E C I S I O N

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COMPLAINT #1

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THE WRITTEN COMPLAINT

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CDSBC’S RESPONSE TO THE COMPLAINANT

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LETTER TO THE REGISTRANT

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REGISTRANT’S RESPONSE

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CDSBC BYLAWS PART 8

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CDSBC COMPLAINTS TEAM: WEEKLY MEETING MEMO

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DETERMINATION OF CONCERNS

B Y COMPLAI NT I NVESTI GATORS

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RESOLUTION OPTIONS

1. File closed with no action
2. File closed with no action but closing letter to

registrant includes best practice advice.

3. File closed with a signed undertaking by

registrant (Letter of Agreement) – no follow up

4. File closed with a signed undertaking with

follow-up (memorandum of agreement & understanding)

5. Recommendation for citation and file is moved

to Discipline Committee.

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RESOLUTION: LETTER OF AGREEMENT

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RESOLUTION: TO THE REGISTRANT

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RESOLUTION: TO THE COMPLAINANT

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BREAK

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COMPLAINT #2

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THE WRITTEN COMPLAINT

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LETTER TO THE REGISTRANT

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REGISTRANT’S RESPONSE

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CDSBC COMPLAINTS TEAM: WEEKLY MEETING MEMO

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CDSBC COMPLAINTS TEAM: WEEKLY MEETING MEMO

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CDSBC COMPLAINTS TEAM: WEEKLY MEETING MEMO

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DETERMINATION OF CONCERNS

B Y COMPLAI NT I NVESTI GATORS

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RESOLUTION OPTIONS

1. File closed with no action
2. File closed with no action but closing letter to

registrant includes best practice advice.

3. File closed with a signed undertaking by

registrant (Letter of Agreement) – no follow up

4. File closed with a signed undertaking with

follow-up (memorandum of agreement & understanding)

5. Recommendation for citation and file is moved

to Discipline Committee.

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RESOLUTION: LETTER OF AGREEMENT

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RESOLUTION: LETTER OF AGREEMENT

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QUESTIONS?