User Rights and Filing Complaints with the Health System

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Overview

What if you had a say in the way you receive your healthcare and social services? What if you were able to criticize your care to improve them for the benefit of all healthcare users? To both questions, there are quick and easy answers. Let’s discuss these two questions and so many more with a Service Quality and Complaints Commission in the province’s healthcare system. How to complain, how to be assisted and much more.

Objectives

• General introduction to patients’ rights in the healthcare system in the province
• General introduction to the complaint system in the province
• General introduction to the elder abuse denunciation system in the province

Recommended Resources

• The health and social services network complaint examination system
• The Elder Mistreatment Helpline/The Mistreatment Helpline
• Healthcare and social services for the English-speaking population
• Protecteur du Citoyen
• Federation des centres d’assistance et d’accompagnement aux plaintes (CAAP)

Presented by: Jean-Philippe Payment, Complaints and Service Quality Commissioner, CIUSSS Centre-Ouest

Jean-Philippe Payment joined CIUSSS West-Central Montreal in 2017, and was appointed Commissioner in 2021. Mr. Payment has had a rewarding career in his many roles as a policy advisor and press relations officer. From 2011 to 2017, he also served as an administrative judge in the Employment Insurance Section of the Board of Referees and the Social Security Tribunal of Canada. As Commissioner, he ensures that the Office he leads can carry out its mission with its multiple partners, be they public or private. Mr. Payment has been an Accredited Mediator on Quebec’s Department of Justice roster and Commissioner for oaths since 2020.