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School of Medicine Virginia Commonwealth University VCU Medical Center

Handling complaints

Handling complaints

It is vital that students report all forms of mistreatment that they perceive or experience from any member of the university community. Retaliation or reprisal for filing complaints or participating in an investigation is forbidden by university policy. A positive and safe environment for learning and the provision of patient care can only be assured if steps are taken to investigate complaints and seek resolution with all parties.

Reporting complaints of student mistreatment

Audio summary [01:04]


There are several ways a student may report mistreatment:

  • Students are encouraged to first contact the senior associate dean for medical education and student affairs. On the Fairfax INOVA campus, the associate dean for medical education should be notified. Sometimes feelings of mistreatment may be based on miscommunication. Concerns may be alleviated through improved communication.
  • At the end of the third-year clerkship evaluation forms for faculty, house staff and clerkships, there is a section for reporting mistreatment. It will be anonymous unless the student wishes to disclose his/her name and the name of the offending party. The student should flag the evaluation for review by VCU School of Medicine administration. Unless the complaint is egregious, it will not be acted on until a final grade has been posted for the student. The school and university can be more effective in addressing student mistreatment if we know the name of the offended party, so we discourage anonymous reports.
  • Contact any member of the VCU School of Medicine administration or a member of the faculty for guidance. Many of the issues may also be addressed as a professionalism issue. Please refer to the School of Medicine Professionalism website.
  • Students may call the VCU School of Medicine hotline. The numbers are:
    • MCV Campus: (804) 827-TALK (8255)
    • Inova Campus: (804) 776-TALK (8255)
    • University general complaints: (804) 828-3976
    • EEO/AA complaints: (804) 828-1347
  • Students may file an informal or formal complaint with the VCU Office of Judicial Affairs. They will conduct an investigation and, if necessary, arrange for a hearing of the complaint.
  • For instances of discrimination based on gender, age, race or ethnicity, or alleged sexual harassment involving faculty, staff or employees, VCU EEO/AA Services may be contacted directly.
  • For instances of sexual misconduct involving another student, students are encouraged to report to Title IX Coordinator for Students, Kendall Plageman at (804) 837-8753.
  • If a student believes he/she has been subjected to a criminal offense, the student may contact VCU Police at (804) 828-1196 or the City of Richmond Police Department at (804) 646-5100 for non-emergencies. On the Fairfax INOVA campus, students may contact campus security at (703) 776-3180 or, if needed, Fairfax County Police at (703) 691-2131 for non-emergencies. Always call 911 for emergencies.
  • Students also are encouraged to contact the senior associate dean for medical education and students affairs at (804) 828-9791 or a member of his staff whenever any form of mistreatment occurs. All complaints filed should be reported to this office so that appropriate monitoring can occur.

It is extremely important that mistreatment be reported and acted on to preserve the learning environment and the safe provision of patient care.

Investigation

Audio summary [00:26]


For students who file complaints with the Office of Judicial Affairs and Academic Integrity, EEO/AA Services, VCU or Richmond police or the Fairfax campus security or Fairfax County Police, established protocols for completing an investigation will be followed. The VCU School of Medicine will monitor these investigations.

For complaints filed with the senior associate dean for student affairs or his staff, the following procedures will be followed:

  • All complaints will be initially evaluated by the senior associate dean for medical education and student affairs or his/her designee. Those deemed to require additional investigation will be investigated by the senior associate dean for medical education and student affairs or his/her designee through discussions with all affected parties. For the Fairfax INOVA campus, this will be conducted by the associate dean for medical education or his/her designee.
  • For instances of discrimination based on gender, age, race or ethnicity, or alleged sexual harassment, the senior associate/associate dean may collaborate with or refer the matter to EEO/AA Services to complete the investigation.
  • The results of the investigation will be reviewed by a committee appointed by the dean of the VCU School of Medicine. The committee may ask for additional information, in order to render an opinion to the dean as to whether or not mistreatment occurred. Recommended resolutions may include, but are not limited to, informal agreements between the parties, referral for training and disciplinary action.
  • The dean will review the material from the committee and render a final decision or refer the matter to the Office of Judicial Affairs and Academic Integrity or EEO/AA Services.