Perhaps you or someone close to you has had a bad experience in the public health system. You don’t know what to do to express your dissatisfaction. The Centre d’assistance et d’accompagnement aux plaintes de Lanaudière (CAAP) can help.

Founded in October 1995, the CAAP-Lanaudière is a regional community organization and is independent from the public health system. It is mandated by the Ministry of Health and Social Services to assist those who wish to make a formal complaint. For the last 20 years, CAAP-Lanaudière has had your interests at heart.

What exactly is a complaint?

A complaint is a verbal or written expression of dissatisfaction regarding healthcare or services that someone has received or should have received, and is conveyed to the commissioner of complaints and quality of services. The goal is to reveal the reasons for one’s dissatisfaction in order to improve services, correct a situation and to ensure one’s rights are respected.

What kind of complaints?

Here are some examples: a triage error; the food served in an establishment, mixed clienteles; medication error; diagnostic error; the attitude of a member of personnel; reduction of services at a CLSC; etc.

CAAP can offer the following services:

  • Listen to you and discuss the issue at hand.
  • Inform you as to the complaint process and how to handle it.
  • Determine the matter of the complaint.
  • Help formulate the complaint.
  • Plan the proper steps to take.
  • Ensure that your complaint is followed up.
CAAP’s role is not to treat the complaint but to help guide the individual from the beginning to the end of the complaint process.

What will change?

The more you express yourself, the more you will be heard.

Asking questions and expressing your observations is a right that is recognized by the Law on Health and Social Services. It will contribute to improving the quality of care and services and will perhaps prevent another consumer from having the same inconvenience that you experienced.

Complaining can be a positive action. Here are some concrete results resulting from complaints:

The emergency department of a hospital was reorganized, following the complaint of a patient who was placed in an out-of-the-way corner and, as a result, the patient was almost forgotten.

An emergency room nurse was obliged to undergo training in interpersonal relations.

A surgery maintenance worker was admonished to disinfect according to established norms. Furthermore, quality control is now done daily in the entire hospital.

You have the right to exercise recourse. You have the right to make complaints without fear of reprisals. Any form of reprisal is illegal according to the Law on Health and Social Services.

A CAAP can be found in all regions of Quebec. The services are free and confidential.

For more information, do not hesitate to contact CAAP-Lanaudière.

1446 rue de Lanaudière à Joliette