Nancy Shecapio-Blacksmith, former Assistant Commissioner of Complaints, explains how the complaints process works
Complaints about the services provided in CBHSSJB establishments are handled by the Commissioner of Complaints and Quality of Services, with, in some cases, the assistance of the Medical Examiner. The Commissioner and the Medical Examiner work together and report directly to the Chair of the Board of Directors of the CBHSSJB.
How to make a complaint about services provided in CBHSSJB establishments
If you are thinking about filing a complaint, contact the Commissioner to discuss the situation. The Commissioner will guide you in how to make a formal complaint in writing.
When calling the toll-free number, please leave your full name and a number where the Commissioner can call you back.
If your situation concerns a doctor, medical student, dentist or pharmacist, it will be forwarded to the Medical Examiner for follow up and you will be informed.
The Commissioner and Medical Examiner are not empowered to impose measures (such as reprimands or sanctions). Their approach is one of reconciliation. They seek solutions that are satisfactory to both parties.
Complaint examination is free of charge, whether performed by the Commissioner or the Medical Examiner.
The law prohibits any form of reprisal against individuals who file a complaint or who intend to file a complaint. Should such an event occur, communicate immediately with the Commissioner. The Commissioner is obliged to intervene without delay to put an end to such practices.
Frequently Asked Questions
Can someone help me file a complaint?
The Commissioner or Assistant Commissioner (of Service Quality and Complaints) can help you at all stages of the complaint process. They can suggest the CBHSSJB take certain actions to correct the situation, and improve the quality of care for all. They seek solutions that are satisfactory to both parties.
Is my complaint private?
The Commissioner or Assistant Commissioner makes sure your complaint is kept private. They also make sure that no actions are taken against you because you file a complaint.
Can I file a complaint about a doctor?
If your case concerns a doctor, medical student, dentist or pharmacist, the Office of Service Quality and Complaints will forward it to the Medical Examiner and you will be told about this.
Does it cost me money to file a complaint?
The complaint process is free of charge, whether performed by the Office of Service Quality and Complaints or the Medical Examiner.
How to make a complaint about services provided in establishments outside of Eeyou Istchee
Complaints about the services provided in establishments outside Eeyou Istchee, like Val-d'Or Hospital and hospitals in Montreal, are handled by Patient Committees in these hospitals. The committee can tell you how to file a complaint and help you through the complaint process. You can find information about these committees at the hospital.
The Commissioner of Complaints and Quality of Services office can help you when you work with the hospital patient committee.
Support in Montreal
The Patients’ Committee of the McGill University Health Centre
The McGill University Health Centre (MUHC) Patients’ Committee is composed of individuals or their loved ones who are receiving or have received care at any of our hospitals in Montreal. We are elected to represent all patients.
Site Glen, D04.7514
1001, boul. Décarie
Montreal QC H4A 3J1
Support in Abitibi-Témiscamingue
Role of the users committees
- Provide users with information about their rights and responsibilities.
- Promote quality of life improvements for users.
- Advocate for the individual and collective rights and interests of the users.
- Upon request, guide and assist users in their actions, including lodging a complaint, should the need arise.
Note: The Complaints process is for users of CBHSSJB services. If you are a CBHSSJB employee and your concern is about your working conditions or terms of employment, you should contact the Resolution Officer.
CBHSSJB Resolution Officer
Ombudsman-like role reporting directly to the Chairperson and the Board of Directors. The Resolution Officer listens to employee concerns on workplace issues and help find lasting solutions in a climate of respect, fairness and accountability.