Local Services and Quality Complaints Commissioner

Role of the Local Services and Quality Complaints Commissioner LSQCC

• To promote the quality of services
• To assure that the rights of the residents are respected
• To assure that there is equity and justice for all
• To assure that the living environment of the residents is respected
• To permit a person that feels that they have been wronged the opportunity to express their dissatisfaction and or lodge a complaint.
• The LSQCC is not an employee of Santé Courville
• By the powers that are conferred to him and by his title he has access to the supervisory staff, the employees, existing documents etc. to carry out his inquiries.
• All the work concerning a complaint is confidential.
• He works directly with the DG or the person designated as the DG.
• All discussions and presentations are filed with a number and not with the name of the plaintiff.
• His power is not only limited to recommendations. The solutions or recommendations that are presented must have a follow up done within 30 days of their deposit.

Who can make a complaint:

• For a personal complaint
• The resident or their legally mandated representative
• The complaint can be written or verbal
• If the plaintiff makes a verbal complaint, the type of complaint, his motives and his expectations will be written in order to respond to the complaint correctly.
• The plaintiff can be accompanied
  • By the Residents Committee
  • By the Center for Aid and Assistance with Complaints (CAAP)
  • By the person of their choice

• For a complaint concerning more than one resident
• A group of residents, the Residents Committee
• A complaint may be verbal or written
• They may be accompanied by the Center for Aid and Assistance with Complaints (CAAP)

Why make a complaint?

• To perform a constructive act:
• To ensure that the rights of the residents are respected.
• To contribute to the continual improvement of the quality of care and services.

To make a complaint:

Dissatisfaction:
Speak to the nurse, the coordinator or the administration…and if you do not get the answer you are looking for, contact the LSQCC.

• Process
• Reception of the complaint
• Written acknowledgment of the complaint
• Handling the complaint
  • Meeting
  • Researching
• Written conclusion within 45 days of the reception of the complaint.
• If you are not satisfied with the recommendations of the LSQCC you may make a complaint with the Quebec ombudsman.

Do not be afraid of expressing yourself:

Health professionals as well as the LSQCC are bound to confidentiality.
To see your actions as a means of improving the quality for all of the residents.

Other roles:

Participation in the Management of Risks or Vigilance Committee and with the objective of the promotion of the quality of care and services for the residents.
To support and help members of the administration with those matters that involve quality.

Contact information:
Jean-François Boivin
Tel: (450) 623-6517
jeanboivin@videotron.ca