The Complaints Process in Ontario: Analyzing the Experiences of Nurses and Complainants

Addressing concerns about the conduct and competence of regulated professionals is one way regulators protect the public and build confidence in self-regulation. This article describes how the College of Nurses of Ontario (CNO) is using performance measurement techniques to assess and improve the effectiveness of its process for reviewing complaints made by the public about nurses' practice. Specifically, the article describes CNO surveys of nurses who have been subjects of complaints and members of the public who have filed complaints against nurses. These surveys measure respondents' satisfaction with the complaints process and their perceptions of the effectiveness of the process in remediating nurses and protecting the public. The nurses' survey responses show that a majority believe that participation in the complaints process contributes to their professional development, improves their understanding of how practice standards relate to their practice, and leads to practice improvements. Members of the public whose complaints were addressed through the CNO's alternative dispute resolution process are more satisfied than those whose complaints were addressed through the investigation process. They are also more likely to agree that the process protects the public.