WHAT DO YOU DO WHEN… ffYouffeelfyoufdon’tfhavefthefinformationfyoufneedf GUIDE TO aboutfmedicalftreatmentforfotherftypesfoffhealthfcare? THE MCGILL UNIVERSITY ffYoufarefdissatisfiedfwithfthefcarefandfservicefyouforfaf familyfmemberfhasfreceived? HEALTH CENTRE’S (MUHC) ffYouffeelfyourfrightsfarefnotfrespected? COMPLAINT POLICY ffYoufbelievefyoufhavefbeenfdeniedfaccessftofcareforf service? Lynne Casgrain, 514 934-8306 LocalfComplaintsf&fQualityfCommissioner ffYouffeelfafsituationfcouldfbefimprovedforfyoufhavef MUHC,fLachinefHospitalf&fCamillefLefebvre suggestionsfforfimprovement? Assistant Comissioners: Patricia Boyer, 514 412-4400 ext. 22223 Althoughf MUHCf doctors,f nursesf andf employeesf dof MontrealfChildren’sfHospital theirfbestftofcarefforfpatientsfprofessionallyfandfcompas- QueenfElizabethfFamilyfMedicinefClinicf WHAT ARE YOUR RIGHTS AT THE MUHC ? sionately,f situationsf mayf arisef inf whichf patients,f fam- Danièle Thibodeau, 514 934-1934, poste 35655 ffthefrightffoffaccessftofappropriatefcare; ilyfmembersforffriendsfarefdissatisfiedfwithfthefcare,fthef RoyalfVictoriafHospital fMontrealfChestfHospitalf ffthe rightftofreceivefinformationfaboutfyourfstateff services,forfboth,fandfwantftoflodgefafcomplaintforfmakef suggestionsfforfimprovement. Pascale Valois, 514 934-1934 ext. 44285 offhealth; MontrealfGeneralfHospital ffthefrightftofconsentfto/orffrefuseftreatment; Iffyoufarefthefpatientfandfarefdissatisfied,fyoufshouldf MontrealfNeurologicalfHospital speakffirstftofyourfnurse,fnursefmanagerforfdoctor. Iffyouf f thefrightftofobtainfinformationffromfyourfchart; f arefafrelativeforffriendfoffafmentallyfcompetentfpatient,f ffthefrightftofbeftreatedfwithfrespect. youfwillfneedfthefpatient’sfpermissionfiffafcomplaintfmer- Aflistfoffthesefandfotherfrightsfcanfbeffoundfinfthef itsfinvestigation. Iffyourfcomplaint,forfsuggestion,fisfmoref MUHCfCodefoffEthics,fwhichfisfavailableffromfthefcentralf generalf(housekeeping,fparkingforfbuildingfservicesfforf officefoffthefOmbudsman: example),fthefpatient’sfpermissionfisfnotfnecessary. MontrealfGeneralfHospital:f Afterfspeakingftofyourfnurse,fdoctor,fnursefmanagerf 514ff934-1934,fext.f43668f orfotherfhealthfprofessional,fiffyouffeelfthatfyoufstillfhavef orfonfthefMUHCfWebsitefatffwww.muhc.ca unansweredfquestionsforfwishftofcomplain,fyoufshouldf contactfafComplaintsfCommissionerf/Ombudsman. WHAT IS THE COMPLAINT SYSTEM? ffMakefrecommendationsftofindividualsforfDepart- WHAT IF YOU DISAGREE WITH THE CONCLUSIONS Thefcomplaintfsystemfisfaffree,fconfidentialfservicefof- mentsfwhenfnecessary.fRecommendationsfcouldf OF THE OMBUDSMAN ? feredftofpatientsfandftheirffamiliesfunderfthefQuebecfHealthf includefafchangefinfprocedure,fprotocol,fpractice,ff IffyoufdisagreefwithfthefconclusionsfoffthefOmbudsman,fyouf Act.fTofaccessfthefcomplaintfsystemfatfthefMUHCfsimplyf thefprovisionfoffpublicfinformationfdocumentsforfanf mayfappealfthefconclusionsfbyfcontacting:f contactfonefoffthefOmbudsmenflistedfinfthisfbrochure.f educationfprogram. Thefgoalfoffafcomplaintfprocessfisftofensurefthatfpa- Protecteur du Citoyen 525,fboul.fRené-LévesquefEst,fbureauf1.25 tientsfknowftheirfrights,fknowfwhatftofdofwhenftheyffeelf Québecf(Québec)fG1Rf5Y4 theirfrightsfarefnotfrespectedforftheirfhealthfcarefcompro- Téléphonefsansffraisf:ff1-800-463-5070 mised.fInfaddition,finformationffromfthefcomplaintffilesf Télécopieurf:ff1-866-902-713 isfkeptfconfidentialfandfisfonlyfusedftofimprovefcarefandf services.f WHAT IF YOUR COMPLAINT INVOLVES A DOCTOR, FORMULATING YOUR COMPLAINT DENTIST OR PHARMACIST ? Youfmayfmakefafcomplaintfinfwritingforfverbally.fThef ThefOmbudsmanfwillfforwardfyourfcomplaintftofthef ComplaintsfCommissioner/fOmbudsmanfwillfhelpfyouftof MedicalfExaminer. AlthoughfthefOmbudsmanfdoesfnotf formulatefyourfcomplaintforfdirectfyou tofagenciesfsuchfasf investigatefcomplaintsfaboutfmedicalfacts,fthefOmbuds- CAAPfMontrealf(Centrefd’Assistancefetfd’Accompagnementf manfcollaboratesfcloselyfwithfthefMedicalfExaminerfandf auxfPlaintes)fatf1f877f767-2227. isfavailableftofkeepfyoufupftofdatefonfthefprogressfoffthef investigation. WHAT CAN THE OMBUDSMAN DO? Atfthefendfoffthefinvestigation,fthefMedicalfExaminerf ffReceivefandfinvestigatefyourfcomplaintforff willfinformfyoufoffthefconclusionfoffthefinquiry. directfyoufelsewherefiffappropriate. IffyoufdisagreefwithfthefconclusionsfoffthefMedicalfEx- ffHelpfyoufcommunicatefwithfhealthfcarefprofessionalsf aminer,fyoufmayflodgefanfappealfwithinf60fdaysfoffreceiv- orffindfyourfwayfinfthefsystem. ingfthefMedicalfExaminer’sfconclusions.fAnfindependentf EXAMINING YOUR COMPLAINT ffHelpfyoufformulatefafcomplaintforfdiscussfotherfwaysf ReviewfCommitteefwillfreviewfthefexaminationfprocessfoff offresolvingfyourfproblem. The Complaints Commissioner/Ombudsman will: thefmedicalfexaminerfandfwillfanswerfyoufinfwriting.f ffProvidefinformationfaboutfyourfrightsfand/orfthef ffAcknowledgefreceiptfoffyourfcomplaint.ffff complaintfsystem. ffExaminefallfdocumentsfandfinterviewfallfpersonsf ffReferfcomplaintsfaboutfdoctorsfandfmedicalfactsftof ableftofprovidefthefnecessaryfinformationfaboutfthef thefMedicalfExaminer.f issuesfraisedfbyfyou.f f ffConcludefthefinvestigationfandfinformfyoufoffthef f resultsfwithinftheftimefprovidedfbyflaw..