When a complaint is received, it is reviewed carefully. If an investigation is opened, both the nurse named in the complaint and the person who made the complaint will be notified.
What is an Investigation?
An investigation is a neutral process used to gather information about a complaint. Investigations help us assess whether a nurse has met their professional obligations and provided safe, competent, and ethical care.
If an investigation is opened, an investigator will be assigned to gather information. The investigator may:
- Speak with the person(s) who made the complaint
- Obtain relevant records, including medical or workplace documents
- Interview witnesses who may have important information
In some cases, and only if the nurse under investigation agrees, the investigator may also:
- Arrange for a mental or physical assessment of the nurse by a qualified professional if there is concern about the nurse's ability to practise safely
- Conduct a review or audit of the nurse's practice
- Arrange for an assessment of whether the nurse is competent to practise
If concerns beyond the original complaint arise, those may also be investigated.
Investigation Time Frame
Investigations vary in length depending on complexity. Some cases require gathering information from third parties, such as medical professionals or workplaces.
- Straightforward complaints may be resolved quickly, in 1-3 months.
- More complex cases or serious professional conduct issues may take up to a year or longer.
What happens after the investigation?
Once an investigation is complete, NSCN staff decide how to move forward with the complaint based on what is in the public’s best interest. We consider things like whether the information gathered during the investigation supports the complaint and the seriousness of the issues raised.
For more detailed information on how we regulate, you can learn about our regulatory philosophies.
At this stage, there are several possible outcomes:
Informal Resolution
If it is in the public interest, NSCN staff may resolve a complaint informally.
Informal resolutions allow flexibility to address the causes of conduct, support a nurse’s learning, and reduce future risks. Informal resolutions may require the nurse to:
- Complete education or training
- Undergo treatment or monitoring
- Submit reflective essays
- Take other corrective actions tailored to the complaint
- Resign from NSCN (a nurse cannot resign while under complaint without approval from us)
Complaint Dismissal
Some complaints may be dismissed, in which case a written decision will explain the reasoning. Both the person who made the complaint and the nurse named in the complaint will receive this decision.
If a complaint is dismissed, the person who made the complaint has the right to request a Complaints Committee review of the decision.
Complaints Committee Referral
When a complaint is referred to the Complaints Committee, the committee will carefully consider the information gathered during the investigation. They will then decide if further action is needed.
Learn more about the Complaints Committee process.
Fitness to Practise Referral
If there are concerns that a nurse's medical, physical, mental, or emotional health could impact their ability to practice safely, the matter may be referred to the Fitness to Practise Process.
How Will I Know the Outcome?
Once all information is gathered, the person who made the complaint will be informed of the investigation findings. If further action is needed, the next steps will be explained.
We uphold public trust by being accountable and transparent. One way we do this is by providing a clear overview of our conduct processes in a way that is easy to understand.
However, these processes can be complex, and many factors influence the best action to serve the public interest.
The information on this website is general guidance and not legal advice. If there is any inconsistency between this material and the Nursing Act, regulations, or bylaws, the legislation is the final word.
For a full understanding of the complaint investigation process, you can contact:
- A member of our team
- Your legal counsel
- Your union representative
If you have any questions, email us at conduct@nscn.ca.