Navigating the Complaints Process

Overview

Complaints about RN practice

As a registered nurse, you have the knowledge, skills and judgment to provide safe patient care, but at some point or another in your nursing career, you may receive a complaint. While this can understandably be a cause for some anxiety, it can also be a learning opportunity resulting in positive practice changes.

Related pages

For the public and RNs:

Complaints Process

For RNs:

> Navigating the Complaints Process

Archived Resources

RNs in Manitoba are expected to meet the nursing practice expectations. Whether you are an RN, RN(AP), or RN(NP), these are expected and achievable levels of registered nursing practice and are approved by the College’s council.

It is our mandate to review our practice directions, resources, and other supporting documents regularly. In accordance with this mandate and to facilitate regulatory transparency, below are archived resources for your reference. To review the current versions, please refer to the Resource Library.

Practice Direction: Practice Expectations for RNs (archived December 8, 2022)
Entry-Level Competencies for Registered Nurse (Nurse Practitioners) (archived: March 23, 2023)

Duty to Report

Did you know that there is also an added ethical duty to report that arises from your primary responsibility to provide safe, competent and ethical care to clients? You need to know how to respond in a situation where you observe that another RN, RN(NP) or RN(AP) is not providing safe, competent or ethical care.

If you identify a concern about the practice or conduct of a fellow RN, we encourage you to begin by talking about the problem directly with the RN or their supervisor. This often resolves the issue and allows you to get the information you need. Many complaints are the result of poor communication or misunderstandings.

The College has prepared a detailed resource, titled Duty to Report that outlines RNs’ and employer’s responsibilities in this area.

How are complaints handled by the College?

One of the primary goals of the investigation, discipline and appeals process is to achieve an appropriate balance between the safety and interests of the public and the roles and responsibilities of RNs. Our process does not take a one-size-fits-all approach. Each complaint is dealt with individually and triaged according to the level of risk and complexity.

No matter the circumstances, the safety of the public always takes precedence. Whenever possible, complaints are resolved through education and remedial strategies. This offers an RN the opportunity to correct and improve their nursing practice while also promotes meeting the practice expectations and code of ethics.

Complaints Process (Infographic)

Additional Resources

Here are some additional resources that may be helpful if you are seeking to understand practice and professional conduct issues.

Quality Practice Consultation

If you are unsure about how to interpret a practice direction or resource, speaking to a practice consultant may be helpful.

Professional Conduct Resources

Access a complete listing of our resources related to the professional conduct processes.

Complaints, Discipline & Appeals

This resource provides a detailed review of what happens when a complaint is filed, and possible avenues of appeal certain outcomes.