If you believe that your rights regarding health or social services were violated, you may express your dissatisfaction or file a complaint.
For help or support, contact:
- the local or regional service quality and complaints commissioner at the institution in question;
- the local complaint assistance and support centre in your area;
- the users' committee at the institution in question.
You may be accompanied or assisted by the person of your choice throughout the complaint process.
The Act respecting health services and social services provides for a complaint examination process to enable people who believe that their rights as users have been violated to express their dissatisfaction or file a complaint.
Users’ rights
Users of the health and social services network have the right:
- to be informed of existing services and how to obtain them;
- to receive, with continuity and in a personalized and safe manner, services that are scientifically, humanly and socially appropriate;
- to choose the professional or institution they wish to receive services from;
- to receive emergency care;
- to be informed of their state of health, and of the various options open to them and their consequences, before giving their consent to care;
- to be informed as soon as possible of any accident that occurs during the provision of services;
- to be treated, at all times, with courtesy, fairness and understanding, and with respect for their dignity, autonomy, needs and safety;
- to accept or refuse care, on their own or through their representative, freely and in an enlightened manner;
- to have access to their record, which is confidential;
- to participate in the decisions that concern them;
- to be accompanied or assisted by the person of their choice in obtaining information about services;
- to file a complaint without the risk of reprisal, to be informed of the complaint examination procedure and, if required, to be accompanied or assisted in the procedure;
- to be represented in regard to all their recognized rights if they are temporarily or permanently unable to give their consent;
- if they are an English-speaking user, the right to receive services in English, according to the government access program.
Residence for the elderly
A residence for the elderly is a congregate residential facility where rooms or apartments intended for elderly persons (over 65 years old) are offered for rent along with a varied range of services relating, in particular, to security, housekeeping assistance and assistance with social activities, except a facility operated by an institution within the meaning of the Act respecting health services and social services and a building or residential facility where the services of an intermediate resource or a family-type resource within the meaning of the Act are offered.
Intermediate or family-type resource
Intermediate and family-type resources are attached to a public institution and take in users registered for the institution’s services. They provide the users with a living environment suited to their needs, together with the support or assistance services required by their condition, or afford them with living conditions as close as possible to a natural living environment.
Centre d’assistance et d’accompagnement aux plaintes (complaint assistance and support centre)
A complaint assistance and support centre ( CAAP) is a regional community organization mandated by the Minister of Health and Social Services to assist and support users who wish to file a complaint with an institution in the health and social services network, with their local health and social services agency or with the Protecteur du citoyen.
Complaints may be filed by users or their representatives, and the heirs or legal representatives of deceased users.
