Pour les usagers insatisfaits des services du Réseau de la santé et des services sociaux sur l'Île de Montréal

Nature of the complaint

Problems impacting on the accessibility and continuity of the services

  • Waiting time (appointment, services, etc.)
  • Break, lack or denial of services
  • Transportation between units, institutions, regions, etc.
  • Continuity (early discharge, lack of follow-up, inadequacy of services)
  • Lack of services or programs
  • Language accessibility

Problems related to the quality of the care and services provided

  • Technical and professional skills
  • Professional evaluation and judgement
  • Treatment (approach, contention, medication, isolation, etc.)
  • Decisions and interventions
  • Care and services management

Problems related to interpersonnal relations

  • Attitude and behavior
  • Lack of respect
  • Lack of empathy
  • Communication problem with the user and people around him
  • Violence and abuse (physical, material, financial, etc.)

Problems impacting on material resources and environment

  • Food (quality, quantity, variety, diet, etc.)
  • Privacy (respect of the user's private life)
  • Mixing of users (age, sex, diagnosis, etc.)
  • Hygiene and sanitation
  • Cleanliness
  • Physical  organisation (accessibility, etc.)
  • Comfort and convenience
  • Safety and protection (person, belongings, area, etc.)
  • Equipment and material (quality, safety, etc.)

Problems related to financial considerations

  • Hospital costs
  • Ambulance costs
  • Accomodation costs
  • Allowance to receive various services or participate in a program
  • Financial contribution
  • Travelling expenses (transport of disabled people, others)
  • Parking costs
  • Material and financial support

N.B The amount of contributions claimed to the users of the Health and Social Services network are prescribed by regulation and enabled by the Government or one of its agencies. The value of these fees cannot be challenged throught the complaint procedure.


Problems related to specific rights recognized by the Health and Social Services Act