Improving the quality of services : our concern!
Know Your Rights as a User
- Be informed1 about the existing services and how to obtain them.
- Receive, with continuity and in a personalized and safe manner, health services and social services which are scientifically, humanly and socially appropriate.
- Choose the professional or the institution from whom or which you receive services.2
- Receive emergency care.
- Be informed of your state of health and the possible solutions and their consequences before consenting to the care concerning you.
- Be informed, as soon as possible, of any accident having occurred during the provision of services.
- Be treated, in every intervention, with courtesy, fairness and understanding, and with respect for your dignity, autonomy, needs and safety.
- Accept or refuse care, personally or through your representative, in a free and enlightened manner.
- Have access to your record, which is confidential.
- Participate in the decisions that concern you.
- Be accompanied and assisted by the person of your choice when you wish to obtain information on services.
- Make a complaint without risk of reprisals, be informed of the complaint examination procedure and be accompanied and assisted at every step of your approach, if necessary.
- Be represented for all your recognized rights if you temporarily or permanently become incapable of giving your consent.
- Receive services in English, if you are an Anglophone, according to the government access program.
- Receive end-of-life care.
- The Commissioner receives your request and can help you formulate your complaint.
- He examines your complaint to identify the problem clearly and to attempt to resolve it. At that time, he will ask for your version of the facts.
- He collects information from the persons involved.
- He informs you of the results within 45 days of receipt of your complaint. His conclusions are accompanied by solutions to solve the problem or corrective actions that are recommended to the institution.
Service quality and complaints commissioner CISSS de Chaudière-Appalaches
1 877 986-3587
commissaire.cisss-ca @ ssss.gouv.qc . ca
Complaint examination system
- an institution of the health and social services network;
- any other organization or any other partnership or person to whom this institution reports;
- an ambulance transport service3;
- a private seniors' residence;
- an intermediate resource;
- a family-type resource;
- a community organization;
- a private housing resource (gambling or drug addiction).
- by phone at 1-800-463-5070;
- by email at protecteur@ protecteurducitoyen.qc . ca;
- by Internet at www.protecteurducitoyen.qc.ca.
ReportingIf you witness or know that the rights of a user or a group of users have not been respected or if you believe that a person is a victim of mistreatment, you may notify the Commissioner orally or in writing. The Commissioner has the power to intervene.
Assistance and supportThe Centre d’assistance et d’accompagnement aux plaintes (CAAP) in your region can help you formulate a complaint or support you in your approach. Its services are free and confidential. Call 1-877-767-2227 (toll free). The users’ committee of the institution concerned can also assist you. To find the contact information of the resources concerned, visit Québec.ca/sante-plaintes.
Comité des usagers du Centre intégré de santé et de services sociaux de Chaudière-Appalaches
418 386-3363, poste 43549
1. Use of the male gender in this document refers to both women and men.
2. The institution determines the health services and social services it offers by accounting for its mission and its human, material and financial ressources.