The complaints examination system: a concrete lever for service improvement
Filing a complaint in the health and social services network is no trivial matter. It is a right recognized by the Act respecting health services and social services, and a structured mechanism designed to ensure that users’ rights are respected. Beyond the individual situation, the complaints examination system is a genuine tool for the continuous improvement of services.
Each complaint analyzed by the Service Quality and Complaints Commissioner enables us to examine a specific situation, as well as to identify potential organizational issues. When dissatisfaction highlights a recurring difficulty, a gap in the information provided or a problem in the organization of services, recommendations can be made to correct the situation and prevent its recurrence.
The conclusions drawn from complaints can thus lead to concrete adjustments, such as clarifying communications with users, revising certain internal procedures or improving coordination between teams. In some cases, complaints help to identify systemic issues requiring broader changes within the facility.
The plan also provides for follow-up mechanisms. Facilities must report on the handling of complaints and the corrective measures implemented. This obligation fosters transparency and reinforces the culture of accountability within the network.
It is important to remember that the process is confidential and that the person filing a complaint is protected against reprisals. If a person remains dissatisfied with the response obtained at the first level, he or she can turn to the Québec Ombudsman, the independent body responsible for reviewing complaints.
In this sense, each individual initiative contributes to a collective improvement dynamic. The purpose of the complaints examination system is not simply to resolve a specific dispute, but to reinforce quality, safety and respect for rights throughout the network.
The Centre d’assistance et d’accompagnement aux plaintes Montérégie provides free, confidential support to anyone wishing to take action, whether to understand their rights, formulate a complaint or ensure follow-up. Support makes the process more accessible and encourages informed participation.
