Overall Sate of Health
The reform initiated by the Ministry of Health and Social Services assigns the role of “local health and social service network” to each (Health and Social Services Centre (CSSS). This confers a populational responsibility to the institution, thus mandating the maintenance and improvement of the overall state of health of the population it serves. To do so, each Health and Social Services Centre team closely monitors the principal health needs of the population in their region, in order to adapt the services offered to the specific needs and priorities of its clientele. The mission of the Health and Social Services Centre (CSSS) is to assure the accessibility, continuity and quality of services provided for the population it serves. In order to do so, the mandate spacifies that, if needed services are not available, the institution responsible must direct the client to the specialized services within the region, or in another region.
Community Institutions and Organizations
Each Health and Social Services Centre works closely with several community stakeholders in their region to assure complementarity of services. Whether area MPs and MNAs, the regional MRC, municipalities, community organizations, schools, day care centres, youth centres, parishes and churches, emergency services, private residences, pharmacies, or specialists (optometrists, dentists, etc.).
Board Meetings
Regular Board of Directors meetings of all the health care institutions are open to the public.
Quality of care and services
A Quality of Care and Services Directorate is established at each institution. Responsibilities include the safe delivery of health care and social services and the management of risks and quality of service.
To make any comments, information, suggestions, or complaints, contact the institution concerned.
Users' Committee
By law, each institution must have a Users’ Committee which has a mandate to promote and defend the rights of the people who make use of the care and services offered by the insttution. The Committee monitors that clients are treated with respect and dignity, in recognition of their rights and liberties. They welcome any comment, complaint, recognition or suggestion from citizens who received health care or social services at that institution.
Residents' Committee
At long term care residential facilities, under Users’ Committee trusteeship, the Residents’ Committee has a mandate to represent the interests of long-term care residents.
Complaints Procedure
It may be that you are not satisfied with the services you have received or that you have a feeling that you did not receive the services to which you were entitled. Should such a situation occur, you can express your dissatisfaction in complete confidence. You should first discuss the issue with those involved. If you are not satisfied with the results of this approach, or if you judge that the situation warrants, you may then address a complaint to the Local Complaints and Service Quality Commissioner.
Who can register a complaint?
- Anyone using the services at the concerned institution;
- The holder of parental authority over a minor child;
- The legal mandatary of a person who has become incapacitated;
- The curator, tutor, spouse, close relative or a person demonstrating particular interest for an incapacitated adult user.
How can you register a complaint?
- By telephone, in writing or in person to the Complaints and Service Quality Commissioner at the institution concerned.
The complaint must include the name, address and telephone number of the complainant, as well as a short summary of the reasons and facts concerning the subject occurrence.
If you need help in registering a complaint, the following persons or organizations can assist you in formulating a complaint:
- The Complaints and Service Quality Commissioner;
- The Users’ Committee;
- The Centre d’assistance et d’accompagnement aux plaintes des Laurentides, (450 565-9111).
Role of the Complaints and Service Quality Commissioner
The Commissioner's role is to receive and treat complaints concerning the services offered by the institution. To do so, he studies the complaint in detail. Any information collected goes into a distinct file within the user's file and is treated with strict confidentiality. In studying the complaint, the Commissioner will attempt to find mutually acceptable solutions which meet your expectations with your collaboration as well as that of the concerned personnel. If he deems it necessary, he can make any recommendation to avoid that such a situation is repeated. In any case, you will receive an acknowledgement of your complaint. The Commissioner will inform you of the conclusions of his investigation at the latest 45 days after the reception date of your complaint. He will respond in writing, if you have formulated your complaint in writing.
If you are dissatisfied with the answers or the conclusions given to you by the Complaints and Service Quality Commissioner or by the follow-up made to the Commissioner's recommendations by the Argenteuil Health and Social Services Centre , you may contact the Quebec Ombudsman (Protecteur du citoyen) at the following number: 1 800 463-5070.
The reform initiated by the Ministry of Health and Social Services assigns the role of “local health and social service network” to each (Health and Social Services Centre (CSSS). This confers a populational responsibility to the institution, thus mandating the maintenance and improvement of the overall state of health of the population it serves. To do so, each Health and Social Services Centre team closely monitors the principal health needs of the population in their region, in order to adapt the services offered to the specific needs and priorities of its clientele. The mission of the Health and Social Services Centre (CSSS) is to assure the accessibility, continuity and quality of services provided for the population it serves. In order to do so, the mandate spacifies that, if needed services are not available, the institution responsible must direct the client to the specialized services within the region, or in another region.
Community Institutions and Organizations
Each Health and Social Services Centre works closely with several community stakeholders in their region to assure complementarity of services. Whether area MPs and MNAs, the regional MRC, municipalities, community organizations, schools, day care centres, youth centres, parishes and churches, emergency services, private residences, pharmacies, or specialists (optometrists, dentists, etc.).
Board Meetings
Regular Board of Directors meetings of all the health care institutions are open to the public.
Quality of care and services
A Quality of Care and Services Directorate is established at each institution. Responsibilities include the safe delivery of health care and social services and the management of risks and quality of service.
To make any comments, information, suggestions, or complaints, contact the institution concerned.
Users' Committee
By law, each institution must have a Users’ Committee which has a mandate to promote and defend the rights of the people who make use of the care and services offered by the insttution. The Committee monitors that clients are treated with respect and dignity, in recognition of their rights and liberties. They welcome any comment, complaint, recognition or suggestion from citizens who received health care or social services at that institution.
Residents' Committee
At long term care residential facilities, under Users’ Committee trusteeship, the Residents’ Committee has a mandate to represent the interests of long-term care residents.
Complaints Procedure
It may be that you are not satisfied with the services you have received or that you have a feeling that you did not receive the services to which you were entitled. Should such a situation occur, you can express your dissatisfaction in complete confidence. You should first discuss the issue with those involved. If you are not satisfied with the results of this approach, or if you judge that the situation warrants, you may then address a complaint to the Local Complaints and Service Quality Commissioner.
Who can register a complaint?
- Anyone using the services at the concerned institution;
- The holder of parental authority over a minor child;
- The legal mandatary of a person who has become incapacitated;
- The curator, tutor, spouse, close relative or a person demonstrating particular interest for an incapacitated adult user.
How can you register a complaint?
- By telephone, in writing or in person to the Complaints and Service Quality Commissioner at the institution concerned.
The complaint must include the name, address and telephone number of the complainant, as well as a short summary of the reasons and facts concerning the subject occurrence.
If you need help in registering a complaint, the following persons or organizations can assist you in formulating a complaint:
- The Complaints and Service Quality Commissioner;
- The Users’ Committee;
- The Centre d’assistance et d’accompagnement aux plaintes des Laurentides, (450 565-9111).
Role of the Complaints and Service Quality Commissioner
The Commissioner's role is to receive and treat complaints concerning the services offered by the institution. To do so, he studies the complaint in detail. Any information collected goes into a distinct file within the user's file and is treated with strict confidentiality. In studying the complaint, the Commissioner will attempt to find mutually acceptable solutions which meet your expectations with your collaboration as well as that of the concerned personnel. If he deems it necessary, he can make any recommendation to avoid that such a situation is repeated. In any case, you will receive an acknowledgement of your complaint. The Commissioner will inform you of the conclusions of his investigation at the latest 45 days after the reception date of your complaint. He will respond in writing, if you have formulated your complaint in writing.
If you are dissatisfied with the answers or the conclusions given to you by the Complaints and Service Quality Commissioner or by the follow-up made to the Commissioner's recommendations by the Argenteuil Health and Social Services Centre , you may contact the Quebec Ombudsman (Protecteur du citoyen) at the following number: 1 800 463-5070.