Dissatisfaction or complaints

 

Office of the service quality and complaints commissioner

The complaints commissioner, Mrs. Julie Lahaie, is responsible for applying the procedure for examining complaints for the CISSS.

She performs exclusive duties for which she is accountable.

Notification of a dissatisfaction or filing of a complaint

Are you dissatisfied with care or services that you received? Do you feel that your rights were neglected? Let us know!

Notification of a dissatisfaction: You are encouraged to immediately notify the person in charge of the service, or any member of the personnel or treating physician in order to obtain, in a timely manner, explanations, responses or the appropriate remedial action.

Filing of a complaint: In case of dissatisfaction, any user can file a complaint with regard to services that they received, are to receive or required from the health and social services network.

Why file a complaint?

The CISSS de l'Abitibi-Témiscamingue accords great importance to the quality of services and recognizes the client’s right to openly express their dissatisfaction, without fear of reprisal by whomever.

Filing a complaint is a constructive action when it ensures the respect of the user’s rights. You can contribute to the improvement of the quality of health services and social services and prevent other users from encountering difficulties.

 

Who can file a complaint?

The user (or their representative) can file a verbal or written complaint by telephone, mail or in person.

 

How to formulate a complaint

You can file a complaint in person, by telephone or by mail. The form can be downloaded and forwarded to the office of the service quality and complaints commissioner at the following address:

Office of the service quality and complaints commissioner
CISSS de l'Abitibi-Témiscamingue
1, 9e Rue, Rouyn-Noranda, Québec J9X 2A9
Telephone: 1 888 764-5531
Email: cisssat.info.plaintes@ssss.gouv.qc.ca

 

Can I file a complaint against a doctor?

If your complaint targets a doctor, dentist or pharmacist, it will be forwarded to one of the medical examiners designated by the establishment. This person will examine your complaint and provide you with their conclusions within 45 days.

 

Need help or support?

To prepare your complaint or to be supported in the process, several options are available to you:

The service quality and complaints commissioner, whose services are free and confidential :

The Centre d’assistance et d’accompagnement aux plaintes de l’Abitibi-Témiscamingue (CAAPAT) (complaints assistance and support centre) which is a regional community organization mandated by the ministre de la Santé et des Services sociaux to help you.

Telephone, toll-free 1 877 767-2227
Email: info@caapat.com

The user’s committee of the Centre intégré de santé et de services sociaux de l’Abitibi-Témiscamingue (CUCI).

 

Helpful link

 

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