Complaints and Investigations: Converting Retreat into Advance
For most regulated health professionals, a letter from their regulatory authority can have a dramatic and chilling impact on the recipient. When that letter is a notice that a complaint has been received about them, terror and confusion on next steps will often result.
In this session of the Regulatory Education Program (REP), we reviewed the complaints and investigations processes, the roles of investigators, whether there is a need for legal support, and some helpful suggestions on how to cope with the process.
Franklin Roosevelt once famously said, “let me assert my firm belief that the only thing we have to fear is … fear itself – nameless, unreasoning, unjustified terror which paralyzes needed efforts to convert retreat into advance.”
While we cannot pretend that the complaint and investigation process is without its challenges, it doesn’t need to be a paralyzing and fearful process. This REP session discussed what to expect during the process, and the vital part you play in this process if a complaint is ever received about you.
As a full participant in any complaint investigation, your voice matters and will be heard. The complaints and investigation process is not one to which you are subjected, but rather one that is balanced and in which you play an important role.
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PRESENTERS
Dr. Erin Psota, ND
Dr. Erin Psota, ND completed her naturopathic medical studies at the Canadian College of Naturopathic Medicine in 2005 after obtaining her Bachelor of Science degree at the University of Waterloo. Her passion for pediatric medicine then led her to the Southwest College of Naturopathic Medicine in Arizona to pursue a pediatrics residency.
Erin maintains a private practice in Bloor West in Toronto, working alongside family physicians and other allied health professionals to provide comprehensive care to her patients. She is continuously amazed by the healing power of the little bodies that she sees and strives to help make this generation healthier than the last.
In addition to her private practice, Erin is the clinical supervisor of the pediatric focus shifts for naturopathic students completing their final year of schooling as clinical interns.
Erin is registered in good standing with the College of Naturopaths of Ontario. In addition to supporting the Regulatory Education Program, Erin is the Chair of the Inquiries, Complaints and Reports Committee, sits on the Examination Appeals Committee and is a member of the College’s Council.
Dr. Kathy Van Zeyl, ND
Dr. Kathy Van Zeyl, ND is a graduate of Canadian College of Naturopathic Medicine and has been practicing the profession since 2009. She has a private practice in Ottawa where she has a special focus on Ehlers Danlos Syndrome. In addition to her work on the Regulatory Education Program, Kathy is also a member of the College’s Standards Committee.
Natalia Vasilyeva
Director, Regulatory Affairs
Natalia Vasilyeva is the Director, Regulatory Affairs with the College of Naturopaths of Ontario. In this role Natalia oversees the development, maintenance and delivery of the program areas: Professional Conduct, Inspections, Quality Assurance, Patient Relations, Standards, Regulatory Education and Guidance, Consultations, Equity, Diversity, Inclusion, and Belonging Program and Risk-based Regulation.
Prior to joining the College, Natalia had provided similar support for complaints and discipline at the Board of Directors of Drugless Therapy – Naturopathy, the regulator for naturopaths prior to the formation of the College. She has previously worked as both a teacher and project manager for the Moscow School Board.
Natalia is a graduate of the Buryat State University in Ulan-Ude, Russia where she attained an equivalent to her master’s degree in teaching and linguistics. In her spare time, she enjoys reading classic literature, mystery novels, and traveling with her family.