Resolving complaints

As part of its mandate to protect the public, BCCOHP establishes standards that set clear expectations for the delivery of safe, patient-centred oral health care. These standards establish the minimum requirements for conduct and competence of oral health professionals, while allowing discretion to use their professional judgment to provide safe care in their patients interest. As a patient, you can expect that:

• Your interests will be put first
• You will receive safe and competent care
• Your oral health team is culturally aware, equitable and inclusive
• Your oral health team will communicate effectively and obtain informed consent
• Your oral health team will collaborate in your interests
• Your oral health team will build and maintain trust 

Refer to the Standards for the Oral Health Team to learn more about what you can expect. 

BCCOHP requires that oral health professionals are practising competently and ethically. As part of our public protection mandate, we resolve complaints about the conduct and/or competence of oral health professionals.

✓   Complaints are dealt with as quickly as possible, taking into account the complexity of the case

✓   We follow a transparent, fair, proportionate process that is focused on public protection

We take a patient-centred approach to handling complaints submitted about oral health professionals, with a focus on resolution, except in cases where risk is identified as high. Our approach to resolving complaints is grounded in BCCOHP’s standards and is designed to support timely, fair, and proportionate resolutions. It focuses on creating meaningful opportunities to address complaints, while improving the overall efficiency of our processes. 

When a complaint is received, BCCOHP conducts an initial review to identify how to address it in a way that is timely, responsive, and effective, in alignment with the Health Professions and Occupations Act (HPOA). If a complaint identifies a licensee may be unsafe to practice, a formal regulatory investigation is carried out.  

X  Provide clinical advice or treatment to patients

X  Intervene in business or financial disputes between oral health professionals

X  Refer patients to a new oral health professional

X  Provide legal advice to patients or oral health professionals

In cases where a consensual resolution is facilitated between the parties:

• The oral health professional will typically complete an action plan tailored to the circumstances of the complaint, with a focus on preventing recurrence, demonstrating the application of BCCOHP’s standards, and/or addressing the reporting party’s experience. The aim is to facilitate a consensual resolution between the parties, while also upholding BCCOHP’s obligations set out in the Health Professions and Occupations Act (HPOA). These resolutions are not subject to the publication requirements that apply to disciplinary outcomes under the HPOA.

If a consensual resolution is not achieved, the following outcomes are possible:

• The Registrar may determine it is appropriate to dispose of the matter with a warning or advice, or make an order that may include undertakings, a reprimand or remedial action. This may happen at any point in the process.  

• An investigation is completed and the Investigation Committee receives the investigation report. The committee determines an appropriate outcome based on an assessment of risk to the public. Outcomes may range from: no further action, practice advice, a consensual agreement to take courses to improve skills, or other directed education which may include a case review or mentorship with another oral health professional. Investigations resulting in disciplinary action by BCCOHP may be published on the BCCOHP website. 

• Cases that are more serious may result in the Registrar requesting the Director of Discipline to issue a citation which then moves the file over to the jurisdiction of the independent Health Professions and Occupations Regulatory Oversight Office (HPOROO). The HPOROO is responsible for holding disciplinary hearings to determine appropriate disciplinary action. The Health Professions and Occupations Act requires that all disciplinary actions be published on the BCCOHP website.