Local Services and Quality Complaints Commissioner
Before filing a formal complaint, we encourage residents to first speak to a nurse, coordinator or the administration. If a resident is not satisfied with the response, they can contact the Local Services and Quality Complaints Commissioner (LSQCC). If they are not satisfied with the recommendations of the LSQCC, they may make a complaint with the Quebec ombudsman.
The LSQCC is not an employee of Santé Courville. The roles and responsibilities of the LSQCC are:
- To promote the quality of services.
- To ensure that the rights of the residents are respected.
- To ensure that there is equity and justice for all.
- To ensure that the living environment of the residents is respected.
- To give a person that feels as if they have been wronged the opportunity to express their dissatisfaction and/or file a complaint.
- To participate in the Management of Risks or Vigilance Committee with the objective of promoting the quality of care and services offered to the residents.
- To support and help members of the administration with matters that involve quality.
While carrying out inquiries into a complaint, the LSQCC has access to the supervisory staff, employees and existing documents. All work in reference to a complaint remains confidential and all documents are filed with a case number rather than the name of the plaintiff.
- The LSQCC works directly with the DG or the person designated as the DG.
- Written conclusions are provided within 45 days of receiving the complaint.
- Solutions or recommendations presented must by completed by the organization within 30 days.
Who can make a complaint:
Individuals, as well as groups, can file a complaint.
For personal complaints:
- The resident or their legally mandated representative can file either a written or verbal complaint. For a verbal complaint, the type of complaint, motives and expectations will be transcribed in order to respond to the complaint correctly.
- The plaintiff can be accompanied by the Residents Committee, the Centre for Aid and Assistance with Complaints (CAAP), or by the person of their choice.
For a complaint involving more than one resident:
- A group of residents or the Residents Committee can file either a written or verbal complaint.
- The group may be accompanied by the Centre for Aid and Assistance with Complaints (CAAP).
Tel: (450) 627-7990 ext. 249