How are complaints investigated?
All complaints are investigated in a thorough and impartial manner. After receiving the complaint, the investigating supervisor will contact the complainant to inform him or her that the complaint has been received. The investigating supervisor will conduct an administrative investigation to gather all necessary facts and information concerning the incident. A copy of the completed administrative investigation will be forwarded to the manager of the service area and the Chief of Police. The result of the administrative investigation will be one of the following: – Performance and behavior was appropriate. – Performance or behavior failed to meet department expectations and is addressed under the disciplinary process. – An external investigation is initiated. An external investigation is initiated when the administrative investigation determines that misconduct regarding department policies, procedures, and practices or a violation of any local, state, or federal law may have occurred.
The investigation committee usually begins by examining the complaint, the doctor’s response, and other relevant information, which may include medical records. Depending on the nature of the case, the committee may take further steps to assist in investigating the complaint, such as reviewing other records, conducting interviews, or consulting with experts.
The BON provides “due process” to the nurse by notifying him/her of the investigation and the allegations, unless doing so would jeopardize the Board’s investigation. The nurse is afforded the opportunity to respond to the allegations made against him/her and to show compliance with the NPA for retention of the license. An investigator is assigned and obtains necessary evidence and interviews witnesses. This process is usually conducted through the mail and over the phone, but investigators may make on site visits if needed. Once all necessary evidence has been obtained, it is reviewed to determine whether or not there has been a violation of the Nursing Practice Act.
The aim of the Complaints Procedure is to resolve the matter as speedily as possible. First the Headteacher will try to establish the facts and respond to your complaint. Most matters can usually be dealt with in this way. If this does not resolve the matter to your satisfaction, there is a further formal stage. You will be asked to put your complaint in writing and a further investigation will be undertaken by the Headteacher In the case of a complaint about the Headteacher, or a Governor the matter will be dealt with by the Chair of Governors.
