Making a complaint

Making a complaint: a constructive gesture

Are you dissatisfied with the care and services you have received?
Do you feel you are not receiving the care or services to which you are entitled?
Do you feel that your rights have not been respected?
Are you a victim or a witness to a situation of abuse?

We invite you, as a first step, to immediately inform any member of the staff, the professional concerned or the person in charge of the service. This will allow you to quickly obtain the appropriate explanations or corrective measures.

If this approach is not satisfactory, we invite you to contact the Office of the Service Quality and Complaints Commissioner.

Making a complaint is a constructive action. It helps to improve the quality of health and social services.

A support role in complete confidentiality

The Interim Service Quality and Complaints Commissioner, Mrs. Élisabeth Robert, has the mandate to receive and examine complaints concerning the care and services offered at CIUSSS de la Capitale-Nationale. She also deals with situations of abuse that are brought to her attention. The services of the Commissioner’s Office are free and confidential.

The Commissioner's Office will inform you of your rights and will agree with you on how to handle your complaint. Rest assured that the entire process will be done with tact, sensitivity and impartiality.

The Commissioner acts independently. She is appointed by and reports directly to the CIUSSS Board of Directors. She does not exercise any other function within this institution. This exclusivity of function allows her to avoid finding herself in a conflict of interest in the processing of a complaint.

Any message of satisfaction can also be addressed to the Office of the Commissioner.

Complaint form

User identification

Last name

First name

Date of birth (YYYY/MM/DD)

Address

Postal code

Phone

Phone (other)

Did you attempt to resolve this problem with the staff member or his/her immediate superior before contacting the Commissioner’s office?

Yes

Identification of the author of the complaint (if other than the user)

Last name

First name

Date of birth (YYYY/MM/DD)

Relationship to the user

Address

Postal code

Phone

Event details

Specify the date the event occurred (YYYY/MM/DD):

Hour

Specify the location where the incident occurred (service, department, unit, clinic, etc.)

Specify person(s) or entity(ies) that are involved (physician, personnel, user, visitor, etc.)

Description of the facts

Explain the motives which led to your dissatisfaction

Expectations

Specify the results expected

I certify that the information provided on this form is accurate.

Yes

I authorize the Service Quality and Complaints Commissioner of the Capitale-Nationale CIUSSS to forward a copy of this complaint to the manager involved in my complaint.

Yes

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Making a complaint