The Consumer Services Unit (CSU) is where the complaint process begins. It is the central intake for all complaints, including complaints alleging the practice of a healthcare profession or the operation of facilities/establishments without the appropriate license (Unlicensed Activity). In addition, CSU mediates as appropriate and conducts investigations. Issues involving minor violations may result in the issuance of a citation or a notice of non-compliance.
All complaints are assigned a computer generated complaint number for tracking purposes. An acknowledgement of receipt of a complaint is sent to the complainant with the identifying complaint number.
CSU includes investigators and government analysts assigned to specific professions. Staff reviews each complaint for possible violations of laws and rules. Only complaints that are legally sufficient are investigated.
Section 456.073(1), F.S., specifically provides that “…A complaint is legally sufficient if it contains ultimate facts that show that a violation …has occurred. In order to determine legal sufficiency, the department may require supporting information or documentation. …”
CSU may investigate an anonymous complaint provided it is legally sufficient, the alleged violation of law or rules is substantial, and CSU has reason to believe, after preliminary inquiry, that the violations alleged in the complaint are true.
The complainant will be notified by letter as to whether an investigation is initiated or if the matter is determined not to be legally sufficient. For legally sufficient complaints, the letter will include the complaint number and the name, address and telephone number of the office that will conduct the investigation.
Examples of complaints investigated include:
- Practicing below minimum standards or negligence
- Impairment/medical condition
- Advertising violation
- Sexual misconduct with a patient
- Misfilled/mislabeled prescription
- Failure to release patient records
|
Examples of complaints that may not be investigated include:
- Fee disputes (broken or missed appointments)
- Billing disputes
- Personality conflicts
- Bedside manner or rudeness of practitioners
|
|
Complaint forms:
General Healthcare Professions Complaint form (doc - 244kb)
Dental Professions Complaint form (doc - 4mb)
Psychiatric/Psychology Complaint form (doc - 261kb)
Unlicensed Person Complaint form (doc - 317kb)
Complaints should be clearly written or typed, and signed.
You may print a complaint form using Adobe Reader or request a form by calling (850) 488-0595. In order to avoid delays in the process, please complete all sections of the form and attach the requested information. The complaint form contains an Authorization for Release of Patient Information, which must be signed by the patient or his/her legal representative. The signature must be witnessed or notarized.
Complaints should be mailed to:
Department of Health
Consumer Services Unit
4052 Bald Cypress Way, Bin C75
Tallahassee, Florida 32399-3275 |
