Our health system is complicated. It can be challenging to know where to turn for information and even harder to know where to go if you have complaints or concerns. Although Quebec's Health and Social Services Act ensures that all users of a health and social services institution have a right to file a complaint if they are dissatisfied with the services they received, or should have received, the process can be difficult to navigate. Centre d’Assistance et d’Accompagnement aux Plaintes Estrie (CAAP Estrie) is there to help. CAAP Estrie is a confidential, professional and free service, mandated by the province’s Ministry of Health and Social Services to help you navigate the steps in the complaint process with the health and social services of our region. They don’t treat or analyse complaints, they do provide information and can assist you throughout the process. They’re also knowledgeable about the 12 user’s rights of the health and social services network and can help you understand them. For example, did you know that you have the right to receive health and social services in English? Or that you have the right to be informed of your condition and options available? If you are an English-speaker you can reach out to Angela Moore, CAAP Estrie’s complaints advisor and promotional agent. Angela joined CAAP Estrie in June 2017 to represent English-speakers in the entire Eastern Townships community. Brought up in North Hatley, Angela has a bachelor’s degree in applied psychology from Bishop’s University, a diploma in special care counselling from Champlain College and a passion for helping people. See full story in the Wednesday, March 21st edition of The Record.
How to complain about health or social service care
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