California Medical Board establishes complaint liaison to improve patient communication

The Physician Assistant Board Meeting held on April 21, 2025, focused on several key issues, including the establishment of a new complaint liaison department by the Medical Board of California and changes to the cost recovery process for investigations.

One of the primary discussions centered around the newly created complaint liaison department. This initiative aims to improve communication with the public regarding the status of complaints filed against medical professionals. Many individuals expressed frustration over a lack of information during the complaint process, which has led to feelings of distrust. The department is now fully staffed and is tasked with reaching out to complainants to provide updates and enhance transparency.

Another significant topic was the change in how investigatory costs are handled. Previously, the Medical Board absorbed these costs, but due to budget constraints, a new policy was introduced. Now, when a licensee petitions for early termination of probation, they may be required to share some of the associated costs. This change aligns the Medical Board with other regulatory boards that have similar cost recovery provisions.

The meeting also touched on the historical context of these changes, noting that the Medical Board was unique in not having a legal requirement for cost recovery until recent legislative updates. This shift is expected to alleviate some financial burdens on the board while ensuring that those who petition for early termination contribute to the costs incurred during the investigation process.

Overall, the meeting highlighted the board's commitment to improving public trust and operational efficiency through better communication and shared financial responsibility. The next steps will involve monitoring the effectiveness of the complaint liaison department and assessing the impact of the new cost recovery policy.