What happens when a complaint is filed with the PTBC?
Upon receipt of a written complaint, the Consumer Protection Services Program (CPS) determines if the complaint is within the jurisdiction of the PTBC. Once jurisdiction is established, the following occurs: • The complaint is acknowledged within 10 days of receipt and an analyst reviews the complaint to determine: • Type of complaint – Alleged sexual misconduct or negligence (injury to patient) are handled on an expedited basis and are immediately forwarded to the Department of Consumer Affairs’ Division of Investigation (DOI) • if more information is needed regarding the complaint • if patient medical records and/or other pertinent material are necessary • if the complaint is NOT within the PTBC’s jurisdiction, staff will provide a referral to the appropriate agency or organization and notify the complainant • If the complaint involves patient care issues, the medical records and complaint are forwarded to an expert consultant to determine: • negligence/incompetence • aiding and abet
