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

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 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

SO YOU RECEIVED A COMPLAINT…

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

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

HOW A COMPLAINT IS RESOLVED

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.

COMPLAINT PROCESS CDSBC Receives a STEP 1 Written Complaint

COMPLAINT PROCESS STEP 2 Preliminary Evaluation

New Correspondence Checklist

COMPLAINT PROCESS STEP 3 Inquiry Committee Review and Intake

COMPLAINT PROCESS Formal Investigation STEP 4 of the Complaint

COMPLAINT PROCESS Complaints T eam Report STEP 5 and Recommendations

COMPLAINT PROCESS Inquiry Committee STEP 6 Decision and Direction

RESOLUTIONS There were 326 complaint files closed in 2015/16. Referred to discipline, 4 Closed with remedial action taken, 113 Closed with no action taken, 209 25 files went to The Health Professions Review Board (HPRB).

COMPLAINT PROCESS Inquiry Committee STEP 7 Directs the Registrar to Issue a Citation

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.

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.

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

COMPLAINT #1

THE WRITTEN COMPLAINT

CDSBC’S RESPONSE TO THE COMPLAINANT

LETTER TO THE REGISTRANT

REGISTRANT’S RESPONSE

CDSBC BYLAWS PART 8

CDSBC COMPLAINTS TEAM: WEEKLY MEETING MEMO

DETERMINATION OF CONCERNS B Y COMPLAI NT I NVESTI GATORS

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.

RESOLUTION: LETTER OF AGREEMENT

RESOLUTION: TO THE REGISTRANT

RESOLUTION: TO THE COMPLAINANT

BREAK

COMPLAINT #2

THE WRITTEN COMPLAINT

LETTER TO THE REGISTRANT

REGISTRANT’S RESPONSE

CDSBC COMPLAINTS TEAM: WEEKLY MEETING MEMO

CDSBC COMPLAINTS TEAM: WEEKLY MEETING MEMO

CDSBC COMPLAINTS TEAM: WEEKLY MEETING MEMO

DETERMINATION OF CONCERNS B Y COMPLAI NT I NVESTI GATORS

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.

RESOLUTION: LETTER OF AGREEMENT

RESOLUTION: LETTER OF AGREEMENT

QUESTIONS?