Free Information-sharing Webinar: Compassion in Regulatory Complaints

Compassion is a fundamental element throughout the complaints process against a regulated professional. It's imperative to recognize that both the complainant and the licensee are individuals with unique experiences and emotions. The complainant, who may have experienced harm or dissatisfaction, requires support as they navigate the often daunting process of seeking redress. Their concerns should be met with empathy and understanding, as they may already be feeling vulnerable or marginalized. Similarly, the licensee facing allegations must also be treated with compassion. While accountability is essential, it's equally important to remember that they too are human, subject to error and stress. A compassionate approach acknowledges their perspective, offering support and guidance as they engage with the process. Ultimately, a compassionate approach fosters a more equitable and respectful complaints process.

Join us to hear real-world examples from regulatory organizations that have incorporated the element of compassion into their complaints process.  Shilo Tooze, Deputy Registrar at the College of Veterinarians of Ontario, will discuss how the College of Veterinarians of Ontario focused on changes to increase compassion in the complaints process when legislation was creating a barrier to improve the process. Shilo will share strategies that have been used to increase the satisfaction of individuals involved in the complaints process and have led to a reduction in the number of complaints filed. Micah Matthews, Deputy Executive Director of the Washington Medical Commission will share two programs. One is aimed at reducing the need for a full investigation utilizing expert review and the other is designed to encourage voluntary self-education to mitigate future complaints. Matthew Hardy, National Director Notifications with Ahpra, will talk about how the Australian health practitioner regulator is responding to its Expert Advisory Group’s findings on minimising practitioner distress in several facets of its complaints management processes.

Speakers:
Shilo Tooze, Deputy Registrar, College of Veterinarians of Ontario
Micah Matthews, Deputy Executive and Legislative Director, Washington Medical Commission
Matthew Hardy, National Director, Notifications, Australian Health Practitioner Regulation Agency