The CVBC makes every effort to handle
all complaints as quickly as possible. You may be asked to provide additional
information during an investigation. You are entitled to receive information
about the progress of the investigation and to learn of its outcome.
The CVBC complaints process is confidential. Most complaints are resolved
through the complaints process and do not proceed to discipline. Handling a
complaint consists of several steps outlined below. As each complaint is
unique, these steps provide a general outline subject to modification.
- CVBC receives your written complaint.
- Preliminary Evaluation: If your complaint
contains all the required information, the Investigation Committee will
review your complaint, determine whether it is within our jurisdiction,
and direct next steps, if any.
- Investigation: Your complaint is shared with
the veterinarian(s) involved for an opportunity to respond. A complaint
inspector will be assigned to gather any relevant information, including
medical records and responses from those involved, and review and analyze
the information.
- The complaints inspector will present a report
to the Investigation Committee for consideration. Most complaints are
resolved at this stage. If there are some concerns with the veterinarian’s
conduct or competency, the CVBC usually takes a remedial approach to
resolve those concerns. If the Investigation Committee is critical of the
veterinarian, the CVBC may:
·
provide the veterinarian with advice
and/or require the veterinarian to take educational courses or other steps to
improve practice;
·
collaborate with the veterinarian to
develop a plan to improve practice;
·
have the veterinarian commit to not
repeat certain conduct and/or issue a warning that if similar conduct reoccurs,
more serious action may be considered, and/or
·
impose interim restrictions or
suspensions.
- Discipline process: The Investigation
Committee may authorize the issuance of a citation if remediation is not
appropriate or sufficient to address the concerns. A citation is a formal
document that lists the allegations against the veterinarian and provides
notices that there will be a hearing before the Discipline Committee.
Whether a complaint reaches this stage depends on the specifics as well as
the veterinarian’s willingness to remediate if necessary.