The Arizona State Legislature's Health & Human Services Joint Committee convened on January 17, 2025, to address critical issues surrounding the state's licensing board's complaint resolution process. A significant finding revealed that the board has been struggling with substantial delays in resolving complaints against licensees, raising concerns about patient safety and public risk.

In fiscal year 2023, 58% of complaints took over 180 days to resolve, with some cases lingering for as long as 854 days. Alarmingly, 31% of complaints still open as of June 2023 had exceeded this timeframe, including two classified as high or medium priority, which should ideally be resolved within 90 days due to their serious nature. High-priority complaints involve allegations of misconduct and potential harm to clients, while medium-priority cases include boundary concerns and practicing beyond licensure.

The committee highlighted that these delays can have dire consequences for patient safety. For instance, a complaint regarding a licensee who continued treating a minor after consent was revoked took 211 days to resolve, during which the licensee may have continued to provide substandard care. This situation underscores the urgent need for timely investigations to protect the public.

The board attributed the delays to a 21% increase in complaints, totaling 232 in fiscal year 2023, without a corresponding increase in staffing. However, the board has received funding to hire three additional investigators for fiscal year 2025, which they anticipate will help meet the 180-day resolution goal. The committee recommended that the board prioritize public complaints over internal investigations and develop a process for assessing staffing needs annually.

Additionally, the board's financial practices came under scrutiny. It was found to have accumulated a fund balance exceeding twice its annual operating costs, suggesting that it may be overcharging fees. This situation could impose financial burdens on licensees, particularly those in lower-paying positions, and ultimately affect consumers. The committee urged the board to review and adjust its fee structure to align with actual operating costs.

The discussions from this meeting highlight the pressing need for the board to enhance its complaint resolution process and financial practices to ensure better protection for the public and support for licensees. As the board moves forward with hiring additional staff and reassessing its operations, the implications of these changes will be closely monitored by stakeholders and the community.