The College receives and manages complaints of unprofessional conduct against regulated members as part of our mandate to protect the public under the Health Professions Act (HPA). Having processes in place to evaluate, investigate and resolve complaints also helps uphold the integrity of the professions of electroneurophysiology and medical radiation technology for the vast majority of regulated members who conduct themselves professionally and ethically when providing care to Albertans.

In 2021, the College managed a total of 21 complaints we received against regulated members from members of the public, employers and other regulated members. We map the complaints we receive to the Standards of Practice to help us determine if unprofessional conduct has occurred. There are generally multiple standard areas or indicators that apply to a single complaint, and in 2021, the breakdown of standards applying to complaints we received was as follows:

• Standard Area 1.0 Provision of Patient Care/Services: 13%
• Standard Area 2.0 Professional Accountability: 53%
• Standard Area 3.0 Professional Roles: 24%
• Standard Area 4.0 Practice Management: 10%
• Standard Area 5.0 Protection of Patients from Sexual Abuse and Sexual Misconduct: 0%

Over half of the complaints we managed last year involved professional accountability (Standard Area 2.0), with professional boundaries (Standard 2.4) and communication (Standard 2.6) being the most common standards cited within that area. Complaints that related to these standards involved issues like interpersonal conflicts, Code of Ethics and employer policy contraventions, and concerns with services rendered.

The next most common area of concern was professional roles (Standard Area 3.0), with collaboration/professional relationships (Standard 3.1) the top reference. Some complaints pertaining to interpersonal conflicts also fell within this standard, as did concerns about inappropriate communications and harassment in interprofessional teams.

Complaints that related to patient care/services (Standard Area 1.0) and practice management (Standard Area 4.0) were less common. Concerns about services rendered tended to also relate to patient-centred care (Standard 1.1), clinical procedures (Standard 1.2), and safe practice (Standard 4.2). The College did not receive any complaints in 2021 related to sexual abuse or sexual misconduct involving patients (Standard Area 5.0).

As per Part 4 of the HPA, the College has the authority to attempt to resolve complaints, investigate or appoint investigators, seek the advice of experts, dismiss the complaint (if trivial or vexatious), or take other actions allowed under the HPA. The College follows the principles of procedural fairness in its processes while remaining transparent in our processes and accountable to the public. We take an education-based approach when resolving complaints, however, in some instances, remedial or disciplinary action is necessary.

The Standards of Practice are also used in the Continuing Competence Program (CCP) to help guide regulated members in assessing their current practice and determining areas where they could enhance their knowledge. Understanding which standards tend to come up the most often in complaints may help members explore areas they may not have previously considered when seeking learning opportunities and be proactive in addressing common areas of concern.