By Katherine Harvey-Pinard
The office of the CISSS Montérégie-Est Service Quality and Complaints Commissioner received 948 complaints, including those of a medical nature, during 2019-2020.
This is what it mentions in its annual management report, made public on October 29.
Excluding medical ones, 853 complaints were handled by the commissioner, which represents an increase of 6% compared to last year. Of this number, 51.7% concern hospitals, 27% CLSCs, 12.3% facilities dedicated to young people in difficulty, 5.8% CHSLDs and 3% intermediate resources.
The predominant reason for these 853 complaints is the care and services provided (30.6%), while the least frequent is abuse (0.3%). Accessibility, the financial aspect (room costs and ambulance transport) and interpersonal relations together constitute 52% of the grounds for complaints.
The 1,184 different cumulative grounds for complaints gave rise to 686 corrective measures implemented by the CISSS during the year, with the average complaint handling time of 32 days.
“The year 2019-2020 will have been a year marked by development, investments, the pursuit of improving accessibility to services and the continuity of growth and the maintenance of sound financial management”, states the President and CEO of the CISSS de la Montérégie-Est, Louise Potvin.
Medical complaints, that is to say related to the conduct, behavior or competence of a doctor, dentist, pharmacist or resident amount to 95, which represents a decrease of 17.4% compared to last year.
The care and services provided (64.8%) constitute the main reason for complaint.
“The perception of a lack of listening or empathy on the part of the doctor is either the main complaint or the trigger for a complaint if an unexpected complication arises. In 36% of cases, it is the relatives and not the patients themselves who request our intervention ”, we can read in the introductory word of the medical examiner, D<@V>r<@$p> Marcel M. Boucher.