Customer Protection Unit
The CPU is responsible for the complaints management system that handles all complaints against CPQ Licensees - Healthcare and CAM Professionals, Healthcare Facilities, Public Health and Non-Clinical Facilities.
Complaint form
Consent to Release of Medical Records
Customer Protection Unit- Annual Report 2010
The CPU’s responsibilities are to:
- Record and manage the investigation of each complaint in order to create the official record.
- Manage presentation of complaints to Health Professionals Council, Licensing Board and the Facility Committee.
- Implement Final Decisions.
- Manage complaints against CPQ, as well as suggestions & queries to enable CPQ’s continuous improvement.
- Through above actions, facilitate the Licensing Board’s enforcement of DHCC’s regulatory standards.
How does CPU handle a complaint?
- After a complaint is assigned, the facts raised in the complaint are reviewed to determine the type(s) of allegation(s)
- The complaint is further analyzed to determine whether the facts alleged, if true, would constitute a violation(s) of any of the DHCC Regulations, Rules, Standards, or Policies
- An investigation is then conducted, including on-site investigations, witness statements / interviews, visual inspections, etc.
- Panels of experts may be formed to secure expert opinion, depending on the case (malpractice, unprofessional conduct)
- Fitness to Practice Panels might also be formed to ensure that a Licensed Healthcare Professional’s continues to meet the Required Standard of Competence and has not engaged or is not engaging in Professional Misconduct
- A complete file is presented to the CPU Committee for review
- The CPU Committee’s proposed findings on evidence, opinion regarding the occurrence of violations and recommendations for penalties are then presented to the relevant agency for review and final decision.
- Following a thorough review, the Licensing Board or the Facilities Committee issues a Final Decision, including findings of Fact and Conclusions of law as well as a decision for either dismissal or for disciplinary action
CPU is responsible for:
- Communicating the Final Decision to the Licensee(s) and the complainant(s).
- Monitoring/facilitating compliance by the licensee, facility, or individual with imposed disciplinary action(s).
- Reporting the licensee’s, facility’s, individual’s compliance with the imposed disciplinary action(s) to the LB or FC/OR.
- Reopening the case/complaint, if the licensee fails to fully comply with the imposed disciplinary action(s).
The Licensee’s role in the complaints process is to:
- Respond to allegations in complaint within ten (10) working days of receiving the complaint
- Include a complete recitation of facts; respond to each allegation
- Support response to each allegation with documentation, such as complete medical records, where possible
- Consent to Release of Medical Records form signed by complainant will be provided with copy of complaint
- Cooperate fully with CPU in investigation within reasonable time frame
- Facilitate CPU’s physical inspection of facility for purpose of obtaining information
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