Registrant ' s Complaint Information

What Are The Patient ' s Rights?

The mandate of the College of Denturists of British Columbia is to serve and protect the public, by ensuring that Denturists provide safe and effective care.  Patients have the right to expect professional standards of care from a Denturist. The complaint process is an important part of ensuring quality and accountability in the profession of denturism.

College ' s Authority

The College regulates the practice of denturism in British Columbia and has authority over active denturists, student denturists, inactive denturists and previously registered denturists. 

How To Avoid A Complaint

Good communication is the best insurance against a complaint.  For example,

  • Outline your treatment plan.
  • Ensure the patient understand the options, risks, benefits and potential complications.
  • Answer any questions the patient may have. 
  • Ensure the patient understands the treatment plan and agrees to it.
  • Provide the patient with written documentation of the treatment plan.
  • Record your discussion in the patient chart and the written treatment plan.
  • Make sure the patient is fully informed of the cost, payment plan and any expected future costs. 
  • Provide the patient with a written estimate. 

Other practices that are recommended to avoid complaints may include,

  • Follow the Denturists Regulation.
  • Follow Part X: Code of Ethics in the College's bylaws.
  • Consult with a colleague.
  • Seek feedback on your skills from colleagues.
  • Treat everyone with respect. 
  • If there is a concern, address it right away.
  • If something happens with the denture, immediately inform the patient and explain the options. 
  • Maintain professional boundaries.
  • Keep current on your education.
  • Stay current on trends in Denturism.
  • Notify all of your patients if you are selling your practice and provide an introduction of the new Denturist(s).
  • Notify all of your patients if you are retiring and provide them with alternative options.  
  • Keep appointment times.  If something comes up, inform the patient as quickly as possible. 

Complaint Investigations

If you receive a complaint notification from the College, your professional obligation is to respond promptly and respectfully.  Address all concerns of the complainant and provide the documentation requested. 

The following is an overview of the steps followed by the College of Denturists of British Columbia during a typical complaint investigation. 

  1. The College office receives a letter of complaint.
  2. The College office acknowledges receipt of the complaint.
  3. The College office notifies the Denturist of the complaint, requests a written response and a copy of the patient's record. In most complaints, Registrants will also be asked to complete a Practitioner Questionnaire.
  4. The College forwards the Denturist's response to the complainant for their review and the opportunity to provide any additional information.
  5. All documents are forwarded to the Inquiry Committee for their review. 
  6. If there is sufficient information, the Inquiry Committee will render a decision. If additional information is required, the Inquiry Committee is not limited to, but may do one or more of the following,
    1. Seek clarification from one or both parties.
    2. Inspect the denture(s).
    3. Request a peer denture evaluation.
    4. Interview and/or obtain statements from witnesses or other persons.
    5. Obtain copies of other documents, such as medical records.
    6. Authorize an undercover investigation.

The purpose of the investigation is to determine how the matter should be resolved.  The Inquiry Committee does not conduct hearings and it meets without the complainant or the Denturist being present.

In determining the outcome of a complaint, the Inquiry Committee will have regard to, among other things, the legal requirements of establishing professional misconduct or incompetence and the strength and quality of the evidence against the Denturist who is the subject of the complaint.

Also, please note that all complaints are treated in a confidential manner. 

Complaint Resolution

Once the investigation into a complaint is complete, the Inquiry Committee may:

  1. Take no further action if they agree that the matter is trivial, frivolous, vexatious or made in bad faith or that the conduct or competence to which the matter relates is satisfactory.
  2. Take any action it considers appropriate to resolve the matter between the complainant and the Denturist.
  3. Act under section 36 of the Health Professions Act.
  4. Direct the registrar to issue a citation under section 37 of the Health Professions Act.

Both the complainant and the Denturist will receive written notification, by mail, regarding the outcome of the complaint. 

Should the complainant be dissatisfied with the Inquiry Committee's decision and reasons for their decision, they have the right to apply for a review from the Health Professions Review Board. As per section 50.6 of the Health Professions Act , applicants must apply for a review within 30 days of receiving notification of the Inquiry Committee's decision.