Complaints
Complaint process
The Board receives complaints from patients, employers, coworkers, and other licensees. A complaint is not a lawsuit; it triggers an investigation. The Board may request records, interview witnesses, and ask the licensee for a written response. Due process requires notice of the allegations and an opportunity to respond or appear. Complaint files may be confidential during investigation, but final orders are generally public.
What licensees should do
- Respond to Board correspondence by the deadline.
- Keep the original records; do not alter them.
- Cooperate with investigators while preserving privileges.
- Report required events, such as certain arrests or disciplinary actions, if the rule requires.
Worked example
A patient complains that an instrument was not sterilized. The Board opens an investigation and asks for the infection-control logs. The hygienist responds that she "always sterilizes" but produces no logs. The reasoning: the Board decides on evidence, not assurance. Missing documentation can turn a defensible complaint into a violation.
Traps
- Ignoring a Board letter because the complaint seems minor.
- Creating records after the complaint.
- Discussing the complaint publicly in violation of confidentiality.
- Assuming a dismissed complaint erases the file.