Complaint Review and Investigations

About the OEMS Complaint Review and Investigations Process

The Minnesota Office of Emergency Medical Services (OEMS) follows a thorough and fair investigation process, similar to other regulatory authorities. When a complaint is forwarded to the investigation staff, their primary goal is to uncover the facts surrounding the events that led to the complaint. OEMS investigations are fact-driven, not about proving or disproving allegations. The focus is on finding evidence that can be substantiated through records, documents, and credible sources.

A strong investigation prioritizes fairness, accuracy, and safety. The process is designed to protect everyone involved, including patients and practitioners. By uncovering the truth, the OEMS ensures that emergency medical service providers meet professional standards, which helps build trust and confidence in the system.

For patients, thorough investigations ensure they receive safe and competent care. For practitioners, the process helps ensure they are treated fairly and given the opportunity to address any concerns raised. OEMS values a balanced approach, aiming to safeguard public health while upholding the rights of regulated providers.

Good investigations are essential for maintaining the integrity of emergency medical services. They help identify and address potential risks, ensure accountability, and support practitioners in improving their skills and practices. This commitment to safety and fairness benefits the entire community. This page explains how OEMS handles complaints, from submission to resolution. It provides a general overview of the process and does not limit or restrict the OEMS’s authority under the law.

Complaint Review Process

Common Sources of Complaints

Complaints can come from various sources, including:

• Mandatory reports from licensed services or other agencies (e.g., DHS, MDH, child support, or tax agencies)
• Ambulance service inspections
• Background checks
• Reports from individuals

Initial Complaint Review

Once a complaint is received, the OEMS Compliance Supervisor carefully reviews it to determine:

• Jurisdiction: Does the complaint fall under OEMS authority?
• Relevance: Does the complaint involve a potential violation of Minnesota statutes or regulations that the OEMS oversees?
• Credibility: Is the complaint supported by enough information to proceed with an investigation?

If the complaint does not meet these criteria, it will not move forward. You will not be notified if the complaint is dismissed or referred to another agency unless an investigation is opened. Examples of complaints that do not meet the established criteria include billing issues, medical staff that are not regulated under our laws, and/or violations by parties who no longer hold valid credentials with our office. If the OEMS determines the complaint falls within its jurisdiction and is relevant to your role as an EMS provider, the complaint will be assigned an investigative case number. This does not mean the allegations are proven—it simply means the OEMS needs to examine the matter further.

Investigation Process

Once OEMS opens an investigation, the following occurs:

Active Investigation

• A Notice of Investigation is sent to the regulated party.
• Investigators contact relevant parties, including the complainant, the subject of the complaint, and any witnesses.
• Investigators compile an investigation report, which is submitted to the Compliance Supervisor.

Compliance Supervisor Review

The Compliance Supervisor carefully reviews the investigation report and evidence to ensure every detail has been thoroughly examined before making a decision.

• If the allegations are not substantiated, the Compliance Supervisor will close the case and notify all parties involved.
• If the allegations are substantiated, the Compliance Supervisor has evidence that shows a violation of state law. They will prepare a detailed memo summarizing their findings and forward it to the Panel for review and a final decision.

The OEMS Review Panel

The OEMS Review Panel evaluates investigations where violations of Minnesota statutes are substantiated. The panel is led by the Deputy Director of EMS Providers and includes the the Deputy Director of Ambulance Services, and a staff member who is currently certified as a paramedic in the State of Minnesota. For complaints involving patient care, the Deputy Director of Medical Services provides clinical guidance to ensure a thorough understanding of skill competency. The panel’s recommendations for disciplinary actions are presented to the OEMS Director for final decisions.

Other participants in the process may include:

• An Assistant Attorney General
• Compliance Supervisor

OEMS Review Panel Evaluation

• The Panel reviews the investigation memo and corresponding report to determine if disciplinary action is warranted.
• If no action is needed, the investigation is closed.
• If action is necessary, the Panel decides the appropriate action, duration, and conditions.

Public Actions

If action is recommended, the OEMS drafts a formal action and submits it to the Minnesota Attorney General’s Office for legal review. The following actions may be taken:

• Denial, suspension, revocation, or refusal to renew certification or license
• Imposing conditions, such as retraining or supervised practice
• Participation in the Health Professionals Services Program (HPSP)
• Public reprimand or censure
• Requiring unpaid professional service under supervision

Discipline and Compliance

In many cases, OEMS works collaboratively with the individual to reach an agreement that allows them to continue practicing while complying with enforcement requirements. This may include the following:

• Agreement for corrective action
• Stipulation and consent order for stayed suspensions with conditions
• Public reprimand with conditions
• Voluntary surrender of credentials
• Cease to practice agreement

If an agreement cannot be reached, it may lead to a contested case hearing before an administrative law judge. For more information, see the Enforcement and Compliance page. For more details about our disciplinary actions, visit our disciplinary actions page.

Your Rights: Contested Case Proceedings

Anyone subject to disciplinary action has the right to a contested case hearing. These hearings are managed by the Minnesota Office of Administrative Hearings.

Data Privacy

Complaint and investigation details are protected under Minnesota privacy laws. OEMS only shares investigatory information when required by law.

Important Notes:

• Anyone filing a complaint in good faith is immune from civil liability or criminal prosecution.
• Disciplinary actions are public and reported to the National Practitioner’s Data Bank.

Reporting a Complaint

If you are aware of a statute violation, you can file a report online.

Relevant Laws and Regulations

• Minnesota Statutes 144E – Emergency Medical Services
• Minnesota Rules 4690 – Ambulance Services
• Chapter 13 – Data Practices Act
• Chapter 14 – Administrative Procedures
• Minnesota Statute 214.40 – Health Professionals Services Program