Claire Dawson
If you have a negative experience with a hospital nurse, you may consider filing a complaint. In the US, complaints about nurses can be filed with the relevant state's Board of Nursing. For example, in Minnesota, the Board of Nursing investigates complaints that allege a violation of the Minnesota Nurse Practice Act. In Massachusetts, a complaint can be filed against a nurse who may have violated standards of professional conduct. Anyone can submit a complaint, and you do not need an attorney to do so. However, it is important to provide as much detailed information as possible about the nurse and the situation, including the nurse's name, license type and number, address, and telephone number.
| Characteristics | Values |
|---|---|
| Who can complain? | Anyone can submit a complaint, and in some cases, an individual or entity is required to make a report to the Board. |
| What to complain about | Violation of standards of professional conduct, unsafe, incompetent, unethical, or impaired practice, violation of nursing or nursing-related laws or rules. |
| Where to complain | Complaints can be submitted to the Board of Nursing or a "patient relations" or "Patient Ombudsman" department within the health system. |
| How to complain | Submit a written complaint, either through a complaint form or a letter, providing as much detailed information as possible about the nurse and the situation. |
| What happens after complaining? | The Board reviews the complaint and determines whether it violates the Nurse Practice Act. If it does, an investigation is conducted, which may include interviews and on-site visits. The nurse is informed of their rights, and a resolution is sought. |
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What You'll Learn
- Who to complain to: the hospital's patient relations or patient ombudsman department, or a nursing board?
- What to include in the complaint: as much detail as possible, including the nurse's name, license type and number, address, and phone number?
- What happens after filing: the complaint is reviewed to determine whether it violates nursing standards, and an investigation may be opened?
- Anonymous complaints: these may be investigated if there is enough information to suggest the allegations are true
- When to complain: if a nurse has violated a nursing or nursing-related law or rule, or standards of professional conduct?
Who to complain to: the hospital's patient relations or patient ombudsman department, or a nursing board
If you have a complaint about a hospital nurse, there are several avenues you can take to address the issue. One option is to contact the hospital's patient relations or patient ombudsman department. This department acts as a neutral body, but it is their responsibility to ensure that issues are resolved. They can be a good first point of contact to ensure your complaint doesn't get dismissed by a manager. You can also try calling the department directly and asking for the unit manager or supervisor, and then going up the chain of command as needed.
Another option is to file a formal complaint with a nursing board. Nursing boards, such as the Minnesota Board of Nursing and the Board of Registration in Nursing in Massachusetts, are responsible for investigating complaints about nurses' practices and behaviour. Anyone can submit a complaint to the board, and you do not need an attorney to do so. However, the board will only investigate complaints that allege a violation of nursing laws or standards of professional conduct. Before submitting a complaint, you should review the relevant nursing practice act to ensure your complaint falls within the board's jurisdiction.
When filing a complaint with a nursing board, it is important to provide as much detailed information as possible about the nurse and the situation, including the nurse's name, license type and number, address, and telephone number. You can also include copies of relevant documents that you are authorised to provide. Complaint forms can usually be found on the board's website and can be submitted via email, fax, or mail. Once your complaint is received, it will be reviewed to determine if the board has the authority to act on the matter. If the complaint falls within the board's jurisdiction, an investigation will be initiated, which may include interviews and on-site visits to healthcare facilities.
It is important to note that nursing boards are not responsible for investigating issues related to billing and fee disputes. Additionally, if your complaint involves fraud or sexual impropriety, it may be forwarded to the Attorney General's Office for investigation.
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What to include in the complaint: as much detail as possible, including the nurse's name, license type and number, address, and phone number
When filing a complaint about a hospital nurse, it is important to include as much detail as possible. This includes the nurse's basic information, such as their name, license type and number, address, and phone number. It is also helpful to include any other relevant details you have about the nurse, such as their employment records or other sources of information related to your complaint. Be sure to specify the incident you are reporting and provide as much information as you can regarding your concerns.
In addition to the nurse's personal information, it is crucial to describe the specific issues or violations that led you to file the complaint. This includes any details pertaining to the nurse's practice or behaviour that you believe violated nursing laws, rules, or standards of professional conduct. For example, unsafe, incompetent, or unethical practices, impairment due to substance abuse, or violations of the Nurse Practice Act.
You may also want to include any relevant documents or evidence that support your complaint. However, it is important to only provide copies of documents that you are authorized to share. If there are other helpful sources of information that you are aware of, be sure to mention them in your complaint. This can assist the reviewing board in conducting a thorough investigation.
Remember that the more detailed and comprehensive your complaint is, the easier it will be for the appropriate authorities to understand the nature of your concerns and initiate an informed review process. Always provide accurate and factual information to the best of your knowledge.
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What happens after filing: the complaint is reviewed to determine whether it violates nursing standards, and an investigation may be opened
Once a complaint about a hospital nurse has been filed, it is reviewed by the relevant board to determine whether the nurse in question has violated nursing standards. The complaint review process can vary depending on the location and the specific board handling the complaint.
In the case of the Minnesota Board of Nursing, the Board will only investigate complaints that allege a violation of the Minnesota Nurse Practice Act. This includes practice by a nurse that is deemed unsafe, incompetent, unethical, or impaired by the influence of substances or a mental or physical condition. If the complaint does not fall within the Board's jurisdiction, it may be referred to another agency or entity better equipped to handle the matter.
The Board staff will review the complaint and determine whether it warrants further investigation. During this phase, the complainant may be contacted by board staff, investigators, or attorneys to provide additional information or participate in interviews. The nurse may also be contacted to obtain relevant medical records or other documentation.
In some cases, the complaint may be forwarded to a Review Panel, which will determine whether the nurse violated the Nurse Practice Act. If the Review Panel finds sufficient evidence of a violation, they may decide on disciplinary action or corrective measures, such as additional education for the nurse.
It is important to note that the length of time required to resolve a complaint can vary significantly, depending on the complexity and seriousness of the case, as well as the level of investigation required. The complaint process aims to balance the protection of public health and safety with the right of the nurse to continue practicing their chosen profession.
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Anonymous complaints: these may be investigated if there is enough information to suggest the allegations are true
When filing a complaint about a hospital nurse, it is important to note that anyone can submit a complaint regarding a nurse's practice of nursing. You do not need an attorney to submit a complaint. In some cases, certain individuals or entities are required to make a report to the Board.
If you wish to remain anonymous when filing a complaint, you may still do so by submitting a written complaint. In Massachusetts, for example, the Board of Registration in Nursing will, at its discretion, investigate an anonymous complaint if a preliminary inquiry reveals enough information to determine that the allegations may be true. Proving the allegations does not require the identification and/or testimony of the person filing the complaint.
It is important to provide as much detailed information as possible about the nurse(s) in question and the situation, including the name, license type and number, address, and telephone number of the nurse, as well as copies of relevant documents that you are authorized to provide. If you are unsure whether your complaint is one that the Board can investigate, you can contact the Board for clarification.
Once a complaint is received, it will be reviewed to determine if the Board has the authority to act on the matter. If the complaint relates to a violation of the Nurse Practice Act, a Board staff person is typically assigned to investigate. The Board may contact the patient to obtain a waiver for their medical records and can also obtain employment records of the nurse using a subpoena.
After the Board receives and reviews the investigation materials, they may contact the nurse to obtain their response to the complaint. This may involve an in-person conference with a Review Panel, comprised of Board member(s) and the nurse. The nurse has the right to due process and may hire an attorney to represent them during the investigation and resolution phases.
Depending on the findings of the Review Panel, there are several possible outcomes. If there is a lack of evidence that the nurse violated the Nurse Practice Act, the complaint may be dismissed with no action on the nurse's license. Alternatively, if the Review Panel determines that there has been a violation, but the concern has been sufficiently corrected, the complaint may be closed without any public record. In some cases, the Review Panel may determine that the nurse requires additional education, leading to an Agreement for Corrective Action, which is a public document outlining the educational requirements for the nurse.
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When to complain: if a nurse has violated a nursing or nursing-related law or rule, or standards of professional conduct
Nursing is a highly regulated profession, with a strict code of conduct and standards of practice to be adhered to. These standards are in place to protect the public and ensure patient safety, and nurses are responsible for knowing the laws that affect their practice. If a nurse is accused of violating these standards, it may be appropriate to file a complaint.
The Nursing Practice Act (NPA) is a set of regulations that govern nursing practice and provide guiding principles for the scope of nursing regulation. Each state or territory has its own version of the NPA, which includes standards of practice for all nursing levels. The NPA is enforced by the State Board of Nursing (SBON), which investigates reports of nursing misconduct and implements consequences for nurses who have violated the NPA. The SBON also issues nursing licenses and reviews them when complaints are made.
If a nurse is accused of violating the NPA, a complaint can be filed with the relevant state board. Anyone can submit a complaint, and it is not necessary to have an attorney to do so. Complaints should be submitted in writing and include as much information as possible about the incident. The board will then review the complaint and determine whether it falls within its jurisdiction. If it does, an investigation will be initiated, which may include interviews with the complainant, the nurse, and other individuals, as well as on-site visits to healthcare facilities to review records and make observations.
Some examples of violations of nursing laws, rules, or standards of professional conduct include:
- Providing substandard care (malpractice) or care that falls below the standard set by the NPA or other standards of care.
- Unprofessional conduct, such as job abandonment or failing to maintain appropriate professional boundaries with patients.
- Criminal behaviour, such as misdemeanors or felonies, which must be reported to the state's Board of Nursing and may impact a nurse's ability to obtain or maintain a nursing license.
- Theft or other unethical conduct, such as multiple practice errors or repeated termination from jobs for stealing.
- Impairment due to the influence of alcohol, drugs, or chemicals, or as a result of a mental or physical condition, which may result in unsafe or incompetent practice.
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Frequently asked questions
You can submit a complaint to the Board of Nursing in your state. In Massachusetts, you can also call the Bureau of Health Professions Licensure on (617) 973-0800. If you are unable to contact the Board of Nursing directly, there should be a "patient relations" or "Patient Ombudsman" department within the hospital system that can help you.
You should provide as much detailed information as possible about the nurse in question, including their name, license type and number, address, and telephone number. You should also include as much information as possible about the situation, but do not provide patient medical records unless you are legally authorised to do so.
Once your written complaint is received and processed, it will be reviewed to determine whether the Board has the authority to act on the matter. If the complaint falls within the Board's jurisdiction, an investigation will be initiated, which may include interviews with you, the nurse, and other individuals, as well as on-site visits to healthcare facilities to review records and make observations.
