USER FRIENDLY BOARDS: KEEPING COMPLAINANTS INFORMED

How do health professional licensing boards develop and maintain a high degree of customer service that pays attention to the needs of people who file complaints? CAC is not aware of any board that does a better job than the Maine Board of Licensure in Medicine and Maine Board of Osteopathic Licensure in assisting complainants and keeping them in the loop as their complaints work their way through the disciplinary process. This best practice model was described in detail by the boards Consumer Assistant. Whether you come from a large state or a small state, and regardless of the profession you regulate, youll ask yourself Does our boards consumer assistance program measure up, and if not, why not?

Presenter:
Timothy Terranova
Consumer Assistant
Maine Board of Licensure in Medicine and Maine Board of Osteopathic Licensure

Tim Terranova has been the Consumer Assistant for both the Maine Board of Licensure in Medicine and the Maine Board of Osteopathic Licensure since 2000. As Consumer Assistant he is the complainants central contact point when a complaint is filed and is responsible for all citizen oriented public outreach.

Terranova is a graduate of the University of Maine at Farmington and Harvard University.

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