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Board hears enforcement backlog and investigation staffing concerns as case ages lengthen
Summary
Medical Board enforcement staff reported increases in case aging and citations workload, and HQIU (Health Quality Investigation Unit) officials said they are recruiting investigators while facing a 13% vacancy rate.
Enforcement staff reported that the Medical Board’s central complaint and investigation timelines have been lengthening, and enforcement managers outlined steps they are taking to reduce case aging.
Charlene Smith, enforcement program manager, told the board that as of March the central complaint unit had received 6,894 complaints and that average processing times are within statutory targets but overall aging has increased. Smith said the board is using retired annuitants, reassigning certain liaison duties, and expanding the complainant liaison unit to improve throughput and communication with complainants.
“Interviews have been extended to 329 complainants,” Smith reported of a new complainant liaison unit effort, adding that the unit has helped connect complainants to investigations and that 108 interviews had been conducted.
HQIU staffing: HQIU (the Health Quality Investigation Unit) reported multiple vacancies. Kathleen Nichols, chief with the Division of Investigation, said HQIU had 11 investigator vacancies — a 13% vacancy rate — but that five candidates were in background processing and 14 new investigators were in field training. Nichols described a multi‑week internal academy and a 15–20 week field training program for new sworn investigators.
Board member concerns and context: Members asked why timelines are increasing after prior improvements. Nichols and Smith cited staffing churn (internal promotions and recruitment time), new administrative needs such as subpoenas and attestations from facilities, and complexities that require attorney general coordination. Board members urged additional actions to reduce delays; the board’s executive staff highlighted ongoing collaboration with the Department of Consumer Affairs and the Attorney General’s office to refine referral and investigation timelines.
What the board did: The board received the reports and asked staff to continue recruitment and collaboration with legal partners to reduce aging. No formal policy vote was taken.
