How complaints are resolved
Every concern is reviewed to determine whether there is a risk to the public and whether regulatory action is required.
What happens next depends on the information available. We may:
- Take no further action where the concern does not meet the threshold for regulatory intervention
- Seek additional information, such as health records, policies, or witness accounts
- Ask the nurse or midwife to respond to the concern
- Put measures in place to address risk while the review is ongoing, where necessary
Most concerns are resolved without a discipline hearing.
Outcomes are focused on public protection and may include:
- Advice or a formal warning
- Requirements to complete education or take steps to improve practice
- Limits or conditions on practice
- Suspension of practice
In a small number of cases, matters proceed to a formal discipline hearing.
Each case is different. Reviews can take time, particularly where information must be gathered from multiple sources. We provide updates at key stages of the process.
Making a complaint — what to expect
- When you make a complaint about a nurse/midwife, it is the beginning of a regulatory and legal process.
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The process can take 12 months or longer.
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We typically share all complaints with the named nurses/midwives involved.
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Most complaints are resolved without a discipline hearing. However, information provided to or obtained by BCCNM during an investigation into a complaint may become public if a discipline hearing is required.
- The nurse or midwife will typically be required to provide BCCNM with a written response to the complaint made about them.
What we cannot do
- direct the clinical care of an individual patient/client
- investigate complaints about a health care facility
- arrange for the transfer of care to a different nurse/midwife
- compel a nurse/midwife to apologize
- provide or require financial compensation
Legislation & regulations