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Accueil CAAP Montrégie, Centre d'Assistance et d'Accompagnement aux plaintes Helping complaints reach the authorities to improve the health services, the mission of the CAAP - Assistance center for complaints-, Montregie Québec
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CAAP Montrégie, Centre d'Assistance et d'Accompagnement aux plaintes
  • 580, 1ère Rue, Bureau 102 (coin 6e avenue) J2X 3B4 Saint-Jean-sur-Richelieu Canada
  • + 1 450 347-0670
  • Myriam Noiseux

Helping complaints reach the authorities to improve the health services, the mission of the CAAP - Assistance center for complaints-, Montregie Québec

  • Health : Autism
  • North America : Antigua and Barbuda
  • Fiche d'expérience

Par Myriam Noiseux le 29/05/2017

A complaint is a constructive approach, a way to exercise its rights as it helps to improve the quality of care and services.


  1. The context


    The CAAP is a regional independent community organization, mandated by the Department of health and Social Services to assist and support users who live dissatisfaction and who wish to make a complaint to the network or the Ombudsman institutions. It informs the user on the operation of the system of complaints, helps it clarify the subject of the complaint, writes to the need, assists him and accompanies him on at each stage of the appeal request, facilitates reconciliation with any jurisdiction and contributes, through the support it provides to the satisfaction of the user as well as the respect of his rights.

    The Head Office of the Centre for assistance and support to the complaints, the CAAP,  is located in St-Jean-sur-Richelieu and two other offices are located one in Longueuil and the other in Saint-Hyacinthe, due to its vast territory, to facilitate access to users. There is also a service point at Salaberry-de-Valleyfield.

    We support people of all ages residing in the territory of the same name. They have access to this service, they or their representatives.


  2. The purpose of the CAAP


    The complaint of users allows the network to detect problems that he was unaware. This contributes to the transparency needed to establish a relationship of trust with the user. In return, he will be able to recognize professionalism as well as the efforts made by the institutions in the network in order to improve the quality of care and services, which is the main beneficiary.

    The choice to take a community organization for this mandate, is to foster trust. Because it is recognized, autonomous and independent institutions, it offers an aid close of beneficiaries.

    The main complaints relate to accessibility, continuity of services and interpersonal relationships.


  3. The operation of the CAAP

    We are referred by the Ombudsman, some Commissioners to complaints, community organizations, members, etc. The people also know us by regional, internet newspaper articles, FB, and information sessions.


    When users come to us, we take care to listen and to clarify the situation with them, we can see if this is the complaint of the Department of health and social services system. Otherwise, we refer them to the appropriate agencies. This can be an information request or a request for assistance.

    Thanks to our host and our listening, we allow the user to speak about his dissatisfaction. Then, we set him an appointment at our office, at home or by telephone interview for the gathering of information necessary to the formatting of the letter of complaint.

    We address the letters to the complaints Commissioners of the different CISSSS (integrated Center of health and social services, for the trial and medical examiners and the citizen's protector (for the second instance.) Our logo does not appear on the letters of complaint, but it is mentioned that we accompany the user and ask to be copied for the acknowledgment as well for the conclusions.

    Our services are very caregivers and useful for people who have difficulty expressing themselves and to clarify the purpose of their dissatisfaction or simply find the process too complicated. We are here to facilitate this administrative approach, and this allows the user to feel heard and understood. The Commissioners tell us that it is also helpful for them, as all the facts his well supervised and expectations are clear. We believe that our presence in the record brings more credibility to the complaint.

    Our knowledge of services is an asset to guide the complaint, because most users do not know really how, or where to go to the Commissioners. We can take the time to explain the complaint process and to direct the person to other agencies or services according to the need.


  4. The means ?


    The territory of the Montérégie 1 367 808 inhabitants in connection with 18 cities centers, 148 municipalities.

    For the needs of this territory, we are two trustees on time full-time 35 hours per week and another who works 3 days a week. It deals with complaints of English speaking users and our visibility. (Website, FB and information sessions, etc.)

    We have training in social work mainly.

    Budget of the CAAP is supported by the Ministry of health and Social Services. (Annual grant of 317 000 $.)

    For users, our services are free.


  5. How do you evaluate today ?


    For the year 2015-2016 we have treated 617 complaints. Approximate 60% satisfaction (maybe biased, for complaints against doctors lower percentage)



Complaints procedures allow the Commissioners, or delegates of the protector who investigate, make recommendations (if the situation requires) to review services to enhance what works less well with clients. They have the power to recommend corrective to review certain protocols and measures, to review the attitude of health personnel, etc.

We want an evolution towards more home to complaints


Our challenge is to get rid of the negative image of this type of service, rather than see this as an improvement tool.


There is also the lack of openness of some institutions about the complaints scheme. That's why some Commissioners are little collaborating with us. While others, are very grateful for the work that we do with users, because we make it easy for them and that we believe in the quality of services. Yet our approach isn't to blame, but to find solutions to improve the health care system. It's still again, the bonds of trust with the institutions.

Our difficulty is also, the lack of financial means. 72% of people do not know us.


To the reader who would like to learn from our experience, I advise to go forward with the others, to have confidence. « A unknown problem is an unsolved problem. »  










Langue d'origine : Français
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