Creating a Complaint Resolution Analysis for Professional Accountability and Public Protection

As nursing practice becomes more complex, so do nursing practice complaints and the subsequent investigations. To address the need for fair, efficient complaint resolution, the Nevada State Board of Nursing's (BON's) staff created a complaint resolution analysis (CRA) for professional accountability and public protection protocol, which includes a complaint resolution screening tool that provides an effective benchmarking system for practice complaint case resolution by BON staff. A 6-month pilot study and a 1-year review of the CRA yielded consistent results, and an independent statistical review found it reliable and valid. The consensus among the BON and staff was that the CRA protocol and complaint resolution screening tool have been effective and efficient in leading complaint investigations to fair and consistent resolutions that support the mission of public protection.