Policy on Complaint Procedure

POLICY STATEMENT

In conformity with the law (art 30, LSSSS), all resident dissatisfactions and complaints at the Wales Home are to be handled with confidentiality and in respect to the deadline by the Quality and Complaints Commissioner of the CIUSSS.

 

SCOPE

This policy applies to residents, or their representatives, heirs or legal representatives of deceased residents can lodge a complaint either by telephone, in person or in writing.

 

OBJECTIVE

This purpose of this policy is to ensure all residents have access, without fear of retribution, in expressing dissatisfaction or filing a complaint.

 

POLICY

Complaint handling is an important role in any organization and should be handled by people who have the appropriate skills and authority to resolve or investigate complaints and, where appropriate, provide solutions and identify improved practices.

 

PROCEDURE

The Wales Home recommends that anyone who feels they have reason for dissatisfaction should first inform the Chef de Service, Nurse, Director of Health Services, Executive Director, or a representative from the Users’ Committee to immediately resolve the matter. If the situation is not resolved to satisfaction, the resident / representative should contact the Quality of Services and Complaints Commissioner. Note: If the person does not feel at ease initially approaching a Wales employee, they may take their dissatisfaction/complaint directly to the Quality of Services and Complaints Commissioner.

The Quality of Services and Complaints Commissioner must make acknowledgement of any filed complaint within 48 hours.

The Quality of Services and Complaints Commissioner will investigate and inform the person lodging the complaint of the examination findings within 45 days following receipt of the complaint accompanied by corrective measures recommended to management.

The complaint will be dealt with in complete confidentiality. If the person lodging the complaint is dissatisfied with the conclusions, they may contact the Office of the Public Protector for further investigation.

Please refer to the following diagram for procedure:

REFERENCE

Please refer to Annex 1 “Complaint Form” should you chose to file an official complaint.

 

Note: The Résidence Wales Home and CHSLD Wales Inc. shall herein be referred to as the Wales Home.

Annex 1: COMPLAINT FORM

COMPLAINT FORM

(This form can be completed online at the following address: https://santeestrie.qc.ca/complaint)

 

Identification of the user  (required)	Identification of the complainant (if different from the user)
Last name:	Last name:
First name:	First name:
Pronoun used:        ☐  he         ☐  she          ☐  they	Pronoun used:          ☐  he         ☐  she         ☐  they
Date of birth: (required)
☐  Deceased user
Address:	Address:
City:	City:
Postal code:	Postal code:
Phone number:	Phone number:
Cell. number:	Cell. number:
E-mail address:	E-mail address:
☐  No email	☐  No email
Hospital card number (if known):

 

If you file a complaint for a RESIDENT, you do so in what capacity?

☐    I am the legal representative of the user who is of full age and unable to give consent:

☐   Tutor

☐   homologated mandate

☐   Other (please specify):

☐    I am assisting the user to file his/her/their complaint. The resident is capable of giving consent.         Relationship to the resident:

_____________________________________________________________________________ The complaint will be under the resident’s name and he/she/they will receive the conclusion, unless otherwise specified by he/she/they.

 

I hereby authorize that the integral copy of this complaint form be sent to the manager concerned (when needed):                                                                         ☐  yes              ☐  no   Note: for medical complaints, the physician concerned by the complaint will receive copy of this form in conformity with the article 47 of the Act respecting Health Services and Social Services.

 

Please send this completed form to address HIGHLIGHTED below:

 

Commissaire aux plaintes et à la qualité des services CIUSSS de l’Estrie – CHUS CLSC Murray 500, rue Murray, case postale 2 Sherbrooke (Québec) J1G 2K6 Fax : 819 822-6716 email: plaintes.ciussse-chus@ssss.gouv.qc.ca Phone: 1 866 917-7903 (no long-distance charges)	Commissaire aux plaintes et à la qualité des services CIUSSS de l’Estrie – CHUS Hôpital et CHSLD de Granby 205, boulevard Leclerc Ouest Granby (Québec)  J2G 1T7 Par télécopieur : 450 375-8010 Par courriel : plaintes.ciussse-chus@ssss.gouv.qc.ca Téléphone : 1 866 917-7903 (sans frais)
Location where the incident occured
☐   CLSC         ☐   CHSLD         ☐   Hospital      ☐   Centre de réadaptation         ☐   Résidence privée pour aîné-e-s (rpa)           ☐   Other
Name of the installation:
City:
Employee’s name (if applicable):
Physician’s name (if applicable):

 

Date and time of the incident

 

Description of the incident (if you need more space, please complete on another sheet)

Expected results