Problems, Complaints and Grievances


If you want to lodge a specific complaint or grievance, you or the affected person may take the following steps:

• Discuss the problem with the treatment team leader.
  
  
• If the situation is not resolved, complain, preferably in writing, to the person in charge of complaints at the institution. Each hospital has a designated person in charge of examining complaints in order to handle user problems in an impartial way. This person will forward the complaint to the appropriate person.
  
  
• Should the problem concern access to services or the quality of health care received and should it not be resolved in a satisfactory way, people living within the Montreal region can call Centre d’assistance et d’accompagnement aux plaintes-Montréal (CAAP-Montréal) at 514-524-0607. Those living in other regions can call their local Agence De Development De Montréal (ADRLSSSM). The régies represent the Ministry of Health and Social Services at the local level. Their client services are aimed at promoting people's rights and needs in matters of health and social services. They also ensure that institutions and community organizations subsidized by public funds respect users' rights and needs in compliance with the law.
  
  
• If you disagree with the ADRLSSSM's findings, the decision can be submitted to the complaints commissioner. The complaints commissioner is designated by the government to examine such complaints. If the problem concerns lack of resources or reduction of available beds, complaints can be made to your m.n.a. or to the Ministry of Health and Social Services.