Enforcement unit reports caseload, DOI collaboration and investigator training

The consumer protection and enforcement unit for the Physical Therapy Board told members June 26 that staff are managing 450 complaint cases across investigation stages, have initiated 417 new cases this fiscal year so far and continue collaboration with state investigators and the Attorney General’s office.

Carol Phelps, manager of the enforcement unit, said the unit migrated documents to SharePoint and implemented automated reports and workflows to track cases pending board vote, compliance payments, applicant cases and disciplinary actions. “We currently have automated reports to assist with tracking cases that are out for board vote, compliance payments received, applicant cases pending, and disciplinary actions for reporting purposes,” Phelps said.

Phelps reported performance metrics for quarter 3: intake average of three days (target nine days); average case age for completed non-AG referrals of 204 days (target 180); and six AG-referred cases finalized in the quarter with an average of 639 days from complaint to final outcome (target 540 days). Phelps noted averages fluctuate and can be affected by a small number of long-running cases.

The unit also said it has quarterly coordination meetings with the Division of Investigation (DOI) and the Attorney General’s office; DOI plans investigator training specific to board cases in August 2025, and the board’s expert consultant training is scheduled for Sept. 22 in Loma Linda.

Phelps said the unit referred 41 cases to the Attorney General’s office so far this fiscal year, completed 337 desk investigations and issued 20 citations. Staff reported one interim suspension and two PC 23 orders were received this year. No public comment on the enforcement update was registered during the meeting.