COMPLAINTS AND QUALITY
The users are the “raison-d’être” of the Institut de réadaptation Gingras-Lindsay-de-Montréal. WE do our utmost to provide you with quality care and services and make your stay among us as pleasant as possible according to the resources at our disposal.
Nevertheless, you could at some point feel that you did not receive the care or services you were expecting. Should this situation occur, you can confidently express your lack of satisfaction. This will allow us to identify and correct any problems.
➢ Filing a complaint
As a first step, we encourage you to discuss the situation with the staff or health care professionals involved, or to speak with the head of the program or department. This process usually suffices to settle alleviate any discontentment.
Should you deem it necessary, you can file your complaint with the local complaints and quality of services commissioner, Mr. Hubert Côté, who answers directly to the Board of directors of the establishment:
6300, Darlington avenue
Montréal (Québec) H3S 2J4
➢ Processing of your complaint
Upon receiving your complaint the local complaints and quality of services commissioner will send you an acknowledgement of receipt. His conclusions, along with the solutions proposed to solve the problem and, if applicable, the recommendations and corrective measures set forth, will be forwarded to you no later than 45 days following receipt of your complaint.
If you complaint concerns a physician, the local complaints and quality of services commissioner will immediately forward the complaint to the examining medical practitioner for processing within 45 days, unless the complaint is sent to a discipline committee. In this case, the examining medical practitioner will have to keep you informed about the status of your complaint every 60 days and this, until the matter is settled.
➢ In case of a disagreement
If you disagree with the conclusions of the commissioner or if the establishment has not followed up on its recommendations in a satisfactory manner, you may contact the Ombudsman.
1080, côte du Beaver Hall
10e étage, bureau 1000
Montréal (Québec) H2Z 1S8 Canada
➢ Confidentiality
All the information in you complaint file is confidential. Only those persons responsible for the processing of the complaint will have access to the file.
➢ Should you need assistance
You can, at all times obtain assistance from the following:
Nevertheless, you could at some point feel that you did not receive the care or services you were expecting. Should this situation occur, you can confidently express your lack of satisfaction. This will allow us to identify and correct any problems.
➢ Filing a complaint
As a first step, we encourage you to discuss the situation with the staff or health care professionals involved, or to speak with the head of the program or department. This process usually suffices to settle alleviate any discontentment.
Should you deem it necessary, you can file your complaint with the local complaints and quality of services commissioner, Mr. Hubert Côté, who answers directly to the Board of directors of the establishment:
- face to face: room 068, on the ground floor of the Lindsay pavilion
- by phone: 514 345-5225
- by letter: at the following address:
6300, Darlington avenue
Montréal (Québec) H3S 2J4
➢ Processing of your complaint
Upon receiving your complaint the local complaints and quality of services commissioner will send you an acknowledgement of receipt. His conclusions, along with the solutions proposed to solve the problem and, if applicable, the recommendations and corrective measures set forth, will be forwarded to you no later than 45 days following receipt of your complaint.
If you complaint concerns a physician, the local complaints and quality of services commissioner will immediately forward the complaint to the examining medical practitioner for processing within 45 days, unless the complaint is sent to a discipline committee. In this case, the examining medical practitioner will have to keep you informed about the status of your complaint every 60 days and this, until the matter is settled.
➢ In case of a disagreement
If you disagree with the conclusions of the commissioner or if the establishment has not followed up on its recommendations in a satisfactory manner, you may contact the Ombudsman.
- by e-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
-
by phone: 514 873-2032
toll-free: 1 800 463-5070
ATS (for people with hearing disabilities): 1 866 410-0901 -
face to face: office hours Monday to Friday from 8:30 to 12:00 and from 13:00 to 16:00
525, boul. René-Lévesque Est
Bureau 1.25
Québec (Québec) G1R 5Y4 Canada
1080, côte du Beaver Hall
10e étage, bureau 1000
Montréal (Québec) H2Z 1S8 Canada
- Internet site: www.protecteurducitoyen.qc.ca
➢ Confidentiality
All the information in you complaint file is confidential. Only those persons responsible for the processing of the complaint will have access to the file.
➢ Should you need assistance
You can, at all times obtain assistance from the following:
- the Users' committee of the establishment;
- or by the Centre d’assistance et d’accompagnement aux plaintes de l’Île de Montréal;
- any person of your choice.