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December 99 For INVESTIGATIONS AND RESOLUTIONS A Report From the Complaints Committee of the College The Complaints Committee of the College recognizes the difficulty experienced by a member when there is an outstanding complaint, and is working hard to expedite the resolution of these matters. The Committee is also striving to make the entire process more open and transparent. This article is provided in an effort to assist members to further understand the Investigations and Resolutions processes of the College by providing in- formation on the role of the statutory Complaints Committee in protecting the interests of the public, the way that concerns/complaints are handled, and the possible outcomes or dispositions available to the Committee in reviewing a complaint. Investigative Process The Complaints Committee takes care to ensure that each investigation phase. Included in this for Committee con- and every matter is handled in a very thorough and even- sideration and review may be correspondence from each handed manner. Every complaint must be investigated and party, psychological reports, clinical files, background in- dealt with. The nature of the investigation depends on the formation, information gathered from other involved indi- seriousness of the allegations raised, the jurisdiction of the viduals, and any other documentation submitted by either Committee, and the Colleges mandate to protect the public. the complainant, or the member in responding to the com- The investigation is conducted by one of the College Investi- >>> gators, at the direction of the Committee, and this may in- volve numerous telephone calls and exchanges of correspon- dence between the Investigator and either or both the mem- IN THIS ISSUE ber and the complainant. This usually results in an extensive amount of documentation that must be reviewed carefully. In Investigations and Resolutions .............................. 1 considering each case, the Committee strives to achieve con- President's Report ................................................ 6 sensus among Committee members for each decision. Such Two New Standards of Professional Conduct ......... 7 discussions may lead to a need to gather additional informa- Governance Review Committee: Report to tion or clarification of some materials before the matter can Members and Consultation Survey ................... 8 be decided. The Client Relations Program ............................... 12 Notice to Insurers and Other Third Party Payers ..... 14 Queries Regarding the Practice of Psychology: Some concerns raised by complainants, such as obtaining a A Year in Review - 1998-1999 .......................... 15 copy of a report or providing a clarification of fees charged, Letter Regarding CPQ ......................................... 17 can be dealt with informally. In these situations, efforts are Notice of Election to Council, 2000 ....................... 19 made to work with the member and the complainant to re- College Notices ................................................... 22 solve the dispute without the need for a formal complaint process and full investigation. Many situations are resolved INSERTS between the parties informally, with the assistance of the College, prior to a written complaint being received. * 2000 Election Nomination Form The Complaints Committees primary role is as a screening * 2000 Election Nomination Form committee. In reviewing matters, the Committee does not Ex-Officio Seat - Psychological Associate * Governance Review Committee Survey call witnesses, interview the parties in person, or hear testi- mony under oath. The Committees work is primarily a pa- per review; a review of the information gathered during the 1246 YONGE STREET, SUITE 201, TORONTO, ONTARIO M4T 1W5 TEL: (416) 961-8817 VOLUME 26 NO 2 DECEMBER 1999 - 1 plaint. When appropriate, the Committee will seek legal tion is a written warning to inform a member that he/she advice on an issue at hand, or an expert opinion in an area of appear to have violated standards. This warning also sets practice. In reaching its decision, the Committee is limited out corrective action the member can take. There are a num- to findings and conclusions based on these sources of infor- ber of recent examples of matters in which cautions were mation. issued. These include situations in which the Committee found evidence to suggest: a breach of confidentiality or fail- Since the work of the Complaints Committee is primarily a ure to obtain proper consent; bias or insufficient data to sup- paper review, the availability of good documentation is ex- port conclusions or recommendations in custody/access or tremely valuable. To this end, members are advised of the insurance-related assessments; and, conflicts of interest. importance of good record keeping, and of documenting all activity such as meetings, telephone conversations, faxes and Letters of caution were issued in 16 (40%) of the cases re- e-mails, or other correspondence. A complete record en- viewed in 1998-1999. ables the Committee to evaluate complaints most thoroughly and effectively. In particular, experience has highlighted the Alternate Dispute Resolution (ADR): When possible and ap- importance of documenting the terms of the service agree- propriate, the Complaints Committee attempts to find alter- ment with clients including fees, consents to release and share nate ways to resolve complaints through a process of nego- confidential information, and other consents. Documenta- tiation. Successful negotiations are often viewed by mem- tion should also be kept of discussions with clients about bers as a more positive outcome to the complaint and can their treatment plan, services provided, supervision of oth- result in a substantial cost saving to the College and the mem- ers involved in the services, as well as collateral contacts ber on issues that might otherwise be referred to Discipline. with other professionals, agencies or institutions. Alternate Dispute Resolution can take several forms. Overview of Types of Dispositions Available to the Com- • Caution With A Letter Of Concern: This is a form of plaints Committee ADR sometimes used in cases where the Committee has Once the Committee has reviewed the complaint and all of concluded that the member appears to have violated stan- the information pertaining to it, the Committee has a num- dards and, in issuing a caution, adds a letter of concern. ber of dispositions available to it. The frequency in which This letter of concern presents a formal corrective ac- each disposition was used, out of the 40 matters reviewed by tion in the form of an Undertaking to which the member the Committee in 1998-1999, is provided in the descriptions is asked to agree. The undertaking may require, for ex- that follow. ample, further education or training, peer review of a certain number of cases with a focus on the concerns, or Dismissal: When the Committee finds no evidence of viola- supervision of various aspects of his/her practice. The tion of professional standards, the complaint is dismissed, or undertaking could include an offer of apology to the dismissed with advice to the member. Both are full dismiss- complainant or, in more extreme cases, the member may als and nothing is recorded on the Public Register or the agree to limit his/her area of practice or refrain from similar fact database. In these circumstances nothing is asked providing certain services such as custody/access assess- or required of the member. On occasion, the Committee of- ments. In many cases, the member is asked to agree to fers advice in an effort to assist the member to avoid prob- have the nature of the complaint and the resolution pub- lems in the future. For example, where a complainant has lished in the Bulletin, with names and identifiers re- alleged lack of informed consent to an assessment or treat- moved, should the College feel the situation would be ment plan, but the Committee found no evidence of viola- of educational value to the general membership. tion of standards, a member might be advised to document more clearly explanations given about the assessment or treat- The inclusion of specific terms in the undertaking de- ment plan and the procedures followed to obtain consent. pends on the nature of the complaint, on steps already taken by the member to address the problems that led to Nineteen (47.5%) of the cases reviewed in 1998-1999 re- the complaint, and numerous other factors. The devel- sulted in a dismissal. opment of the undertaking may be a negotiated process in which the member is able to suggest modifications or Caution: When the Committee has found evidence of a vio- changes for the Complaints Committee to consider. If lation of standards, a caution may be issued, or a caution no agreement can be reached between the member and with a letter of concern, which is described below. A cau- the Committee, the matter goes back to the Committee where a final decision and disposition is reached. 2- VOLUME 26 NO 2 DECEMBER 1999 Letters of concern were issued in two (5%) of the cases One case (2.5%) reviewed in 1998-1999 was referred to the reviewed in 1998-1999. Executive Committee. • Mediation: Mediation is another form of ADR that can Other: If, in the course of investigating a complaint, other be recommended by the Committee. It is generally used concerns emerge, the Committee may choose to offer ad- for more serious complaints that would otherwise be re- vice to the member about those issues. If the concerns are ferred to the Discipline
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