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Board sees live demo of new online complaint‑tracking system, aims for August test run
Summary
Technology staff showed early screenshots and authentication flow for a new complaint tracking system that will allow complainants to follow status updates; staff said the system pulls live data from Breeze and will have multifactor authentication and an initial release for complainants/authorized representatives.
Medical Board of California technology staff gave an extended demonstration of a new complaint‑tracking system the board hopes will let complainants follow the status of enforcement activities online.
Sean (technology lead for the board) showed mockups and live extracts that pull data in real time from the board’s Breeze complaint database. The proposed login requires the complainant’s complaint number and the email address associated with the complaint; if those match, the system sends a one‑time passcode to the complainant’s email for multifactor authentication, Sean said.
"The email address must match the email address associated with the patient or the authorized representative," Sean explained during the presentation. "If it doesn't, the user will be advised they are not authorized to view the status of this complaint." Sean said the system will then display a disclosure‑filtered activity timeline of complaint events (point‑in‑time activities and start‑to‑end activities) along with color coding to highlight items needing action.
Staff emphasized scope limits for the initial release. The feature is designed for the complainant or their authorized representative to view the status of the complaint they filed; respondents, attorneys, or other parties will not have access in the first release, Sean said. He also outlined plans to add a secure contact form so complainants can message the assigned analyst without public email addresses appearing on the site.
Timeline and testing: developers have built the back‑end web services to extract complaint activities from Breeze and plan a development wrap in a few weeks followed by extensive testing. Sean said staff expect to be able to demonstrate a working test interface to the board at the August meeting with test data.
Why it matters: the board’s enforcement staff and public commenters told the board they repeatedly receive requests for more transparent, real‑time information about complaint status. The new tool aims to reduce staff phone/email volume and to give complainants a secure, authenticated way to check status and next steps.
What the board did: the board took the report for information and will be updated again at future meetings; staff are proceeding with development and testing.
