Learn more about your health and social services rights
The right to English-language services
Published December 5, 2024 by Azalée Larouche. Journal Le Canada Français, page A-23.
Everyone who receives services or care from the health and social services network benefits from rights enshrined in the Act respecting health and social services (LSSS). To ensure your rights are respected, it’s important to know what they are. To ensure your rights are respected, it’s important to know what they are. Today, we present the right to receive services in English.
To illustrate this right, here’s a case example: Cindy, an English-speaking mother, receives services for her son, Ryan, who is non-verbal and has Down’s syndrome. He receives services for intellectual disabilities, autism spectrum disorders and physical disabilities at the CLSC.
In the past, Cindy had a social worker who ensured that Ryan had the care and services his medical condition required. However, for some reason, Ryan’s file was transferred to another social worker.
Since the change, Cindy realizes that there is a glaring lack of follow-up and services. She also sees the language barrier as a problem.
The social worker tells Cindy that she won’t be able to communicate with her because she doesn’t speak English. For the past few months, she has been e-mailing the social worker for guidance on how to get proper assistance for her son. Unfortunately, her e-mails received no response from the social worker, and Ryan found himself in breach of services.
Since Ryan has just turned 18, Cindy will no longer be eligible for family allowance, so it’s imperative to know what financial support will be available to her from now on. She is asking for urgent help from the CLSC, as she has been without an answer for some time now.
All patients have the right to receive services in English within the health and social services network.
COMPLAINT
Cindy turned to the Centre d’assistance et d’accompagnement aux plaintes (CAAP) for help with her complaint. She was referred to an English-speaking counsellor who gathered the necessary information to help her draft her complaint.
Cindy’s complaint enabled her to raise a red flag with the commissioner and finally obtain the English-language services to which she is entitled.
It’s thanks to people like Cindy that the complaints review system is helping to improve services in the health and social services network.
CAAP Montérégie is a community organization mandated by the Ministère de la Santé et des Services sociaux to help users file complaints in the public services sector.
We inform and guide users through the complaints process, assist them in writing and formatting their letters of complaint and, if necessary, refer them to the appropriate body.
All our services are non-judgmental and confidential, and we respect the customer’s decision whether or not to continue with the process. That being said, the user may terminate the process at any time without having to justify his or her decision. If you feel you need our services, please don’t hesitate to contact us at 450 347-0670.
