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Board enforcement staff report rising complaints, larger subject‑matter expert queue and ask for more expert reviewers
Summary
Enforcement staff told the board the number of complaints rose to 2,192 for the fiscal year and recommended recruiting more subject‑matter experts (SMEs) and consultants to clear a growing review backlog.
Enforcement leaders reported to the board that the unit closed a record number of cases in fiscal 2024–25 but received 2,192 new complaints during the year — a year‑over‑year increase that outpaced staff capacity and created a larger queue of matters requiring consultant and subject‑matter expert (SME) review.
Intake processing has improved: analysts are now averaging two‑day intake cycle times for new complaints and intake staff are proactively requesting medical records to avoid cases becoming stale. That shift has helped ensure records are on hand when investigators are ready to work a case.
Still, the number of cases pending consultant and SME review increased following a busy roundtable and experts review period. Consultants reviewed 121 cases in a recent period and closed many by finding no violation or recommending education; experts reviewed 159 cases and transmitted more for disciplinary action. The enforcement unit closed 2,177 complaints in the fiscal year (a new record) but noted that the overall pending inventory remains large.
Board staff and members discussed recruiting more SMEs and said word‑of‑mouth and professional outreach had generated some new recruits. The board also credited a recent subject‑matter expert recruitment plea and outreach at industry events for a small uptick in volunteer reviewers.
The board discussed and approved some operational changes to improve throughput, including sending targeted records requests earlier in the process and continuing to refine consultant review triage. Enforcement staff also said they will continue to work with the Attorney General’s Office to improve timelines for cases that reach the prosecution stage.
