Filing a complaint
As a user (client, patient) of the health and social services system, you have the right to safe and high quality care and services. If you are not satisfied with the care or service you receive or you feel that your rights as a user have not been respected, you can file a complaint with the Service Quality and Complaints Commissioner.
Who is the Service Quality and Complaints Commissioner?
This person is there to:
- ensure that the rights of users and residents are respected
- handle complaints
- promote quality care and services
The Service Quality and Complaints Commissioner is fully independent and has an arm’s length relationship with the organization and its facilities where you received care and services. He handles complaints in full confidentiality and sends his findings to the complainant, along with proposed solutions to solve the problem within a 45-day period, as stipulated in the Act respecting health services and social services.
- First, we encourage you to advise the staff or the professionals (caseworkers) who worked on your case of your dissatisfaction. You can also ask to meet the person responsible for the care or services in question. Letting these people know about your dissatisfaction can sometimes lead them to behave with you differently and in a satisfactory manner. At every meeting, you may be accompanied by a person of your choice or by a user committee (or resident committee)
- Secondly, if you are still dissatisfied, you may file a complaint with the Service Quality and Complaints Commissioner. Support from the user committee (or resident committee) may also be useful for you at this stage. The Centre d’assistance et d’accompagnement aux plaintes de l’Outaouais (CAAP-Outaouais) is a community organization that can also help you at this stage. It is responsible for assisting and supporting individuals who wish to file a complaint. These services are free and confidential.
- If you are still dissatisfied after filing a complaint and receiving the findings, the rationale and the solutions proposed by the Commissioner or by the Medical examiner, there is another recourse available to you. The Protecteur du citoyen du Québec is independent and is responsible for ensuring that citizens’ rights are respected whenever they access with public services.
When can a complaint be made?
You can file a complaint with the Commissioner if you are dissatisfied with the care and services you are receiving, have received, or should have received. You can also file a complaint about the care and service delivery process. If your complaint has to do with a doctor, a dentist or a pharmacist in the health and social services network, it will be forwarded to the Medical examiner by the Commissioner. The Medical examiner handles all complaints in full confidentiality and sends his findings and rationale to the complainant, along with solutions he has come up with to solve the problem within a 45-day period, as stipulated in the Act respecting health services and social services.