At the Medical Board of California’s Dec. 4 session, Chief of Enforcement Charlene Smith summarized recent enforcement metrics and described the newly implemented complainant liaison unit (CLU). Smith said Central Complaint Unit (CCU) initiation times are averaging nine days (mandate: 10 days) and that overall CCU processing averages about 180 days.

Smith described CLU activity from Jan. 1 through Nov. 13: 1,532 complaints were referred to the CLU; staff issued 1,258 interview invitations and conducted 856 interviews. She told the board these interviews give complainants an opportunity to add information that can change a case’s trajectory and said the CLU has already helped surface previously unknown information.

Public commenters pushed staff to clarify what types of interviews are being conducted and how many were the statutorily required “interview before a complaint is closed.” Michelle Montserrat Ramos of Consumer Watchdog said she witnessed interviews that staff characterized as non‑final, yet families later received closed‑complaint letters. “Please explain the different interviews this unit conducts and how many of the 856 interviews were the required interview before this board closed the complaint,” she said.

Rob Gordon and other speakers criticized the Board’s records and minutes, arguing complainants are not always contacted and criticizing the Board’s transparency; members asked staff for more detail about the CLU process, the mix of exit versus investigatory interviews, and how interviews factor into case aging. Smith said CLU is intended as an additional check and that in cases the CLU successfully reaches complainants, the case may be referred back to CCU for further action.

Board members pressed for continued improvements in processing times, tracking of required interviews, and clearer public reporting. Staff committed to providing follow‑up detail and reiterated that implementation of CLU and other process changes are intended to improve both fairness for complainants and enforcement outcomes.

The Board did not take immediate policy votes on enforcement items but signaled ongoing attention to CLU metrics and public reporting.