Learn more about your health and social services rights
The right to appeal
Published February 6, 2025 by Azalée Larouche. Journal Le Canada Français, page A-24.
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 appeal.
To illustrate this right, here’s a case study: Violette, 88, lives in a private seniors’ residence. She enjoys this peaceful place, the attendants are friendly and she has made friends with whom she shares good times.
However, Violette is dissatisfied with the quality of the meals served. Since her arrival, she has opted for three meals a day in the dining room to avoid culinary worries. Unfortunately, the meals lack protein, the plates are often incomplete and the menu is repetitive.
FUNDAMENTAL RIGHT
Despite several remarks to management, the situation is not improving. At her last attempt, Violette expressed her intention to file a complaint with the Service Quality and Complaints Commissioner if nothing changed. In response, the director firmly stated that she had no right to lodge a complaint, citing a duty of loyalty to the residence.
Troubled by this reaction, Violette decided to check her rights. She contacted the Centre d’assistance et d’accompagnement aux plaintes (CAAP) Montérégie for help. A CAAP counsellor took the time to listen, answer her questions and reassure her that recourse is a fundamental right. Together, they organized Violette’s ideas and drafted a letter of complaint.
It is possible to appeal, for example, to improve the quality of the meals served.
Violette’s efforts have paid off: the quality of the meals has improved. The dishes are now richer in protein, the plates better garnished and the menu more diversified. Several residents, who were afraid to complain for fear of
reprisals, have thanked Violette for her initiative.
CAAP
CAAP Montérégie is a community organization mandated by the Ministère de la Santé et des Services sociaux to assist users with complaints about public services.
Services include information and guidance through the complaints process, help in drafting and formatting letters of complaint, and referral to the appropriate bodies if necessary.
All CAAP services are confidential, free of charge, non-judgmental and respectful of the user’s wishes. You can stop using our services at any time, without having to justify your decision.
If you think you need the services of CAAP Montérégie, don’t hesitate to contact the organization at 450 347-0670.
