As a nurse, you provide the highest standard of care to all of your patients. However, there will always be that one patient who complains about everything you do.
The idea that a single patient complaint could jeopardize your license can feel alarming and unfair, because in California, even one complaint can trigger a formal review by the California Board of Registered Nursing (BRN).
How the complaint process begins
A complaint can come from patients, family members, coworkers or employers. They typically involve concerns about medication errors, professional conduct or patient safety.
Once BRN receives a complaint, they conduct an initial screening to determine whether the alleged violations would constitute violations of the California Nursing Practice Act if true. A complaint that doesn’t raise any legal issues may be dismissed. If it does, the case will likely move to a formal investigation.
The BRN may request a written response from you, gather medical and employment records and speak with witnesses.
Many times, a complaint doesn’t lead to severe consequences. Some are closed with no further action, while others may result in a warning, citation or additional training. However, cases involving repeated issues or clear misconduct such as patient abuse, stealing medications or impairment on the job can lead to severe penalties, like probation or license suspension.
If you learn that a complaint has been filed against you, it is important to take it seriously. Avoid responding immediately without a full understanding of the situation. A rushed or incomplete response can raise red flags.
It’s also crucial not to alter any records after the fact, as that can lead to additional allegations.
You may benefit from speaking with a legal professional before submitting any written response, especially when your license is at risk.
