S-4.2 - Act respecting health services and social services

Section 66 Disposition versions

2021-06-01

66. The regional service quality and complaints commissioner is answerable to the board of directors for the enforcement of the rights of persons who apply to the regional commissioner pursuant to this division and for the diligent handling of their complaints.

To that end, the functions of the regional service quality and complaints commissioner shall include

(1)  applying the complaint examination procedure established by by-law of the board of directors in keeping with personal rights; if necessary, making recommendations to the board of directors for any appropriate action to improve the handling of complaints, including a revision of the complaint examination procedure;

(2)  promoting the independent nature of the role of the regional service quality and complaints commissioner within the agency, promoting the complaint examination process, and publishing the procedure referred to in section 62 for the people of the region;

(3)  giving assistance or seeing to it that assistance is given to persons who require assistance for the formulation of a complaint or for any further step related to the complaint; informing users of the possibility of being assisted and supported by the community organization in the region to which a user assistance and support mandate has been given pursuant to the provisions of section 76.6; and lastly, providing on request any information on the application of the complaint examination procedure of the agency and on the other remedies provided for in this chapter, and informing users of the legal protection afforded pursuant to section 76.2 to any person who cooperates in the examination of a complaint;

(4)  on receiving a complaint, examining it with diligence;

(5)  if questions of a disciplinary nature in relation to a practice or the conduct of a personnel member are raised during the commissioner’s examination, bringing these questions to the attention of the department concerned or the human resources manager within the agency or the highest authority of the organization, resource or partnership or the person holding the position of highest authority responsible for the services that are the subject of the complaint or the object of an intervention, for a more thorough investigation, follow-up action or any other appropriate action; making any appropriate recommendation to that effect in his or her conclusions;

(6)  not later than 45 days after receiving a complaint, communicating his or her conclusions, including reasons, in writing in the case of a written complaint, to the complainant, together with any recommendations made to the board of directors, to the department or service manager concerned within the agency and to the highest authority of the organization, resource or partnership or to the person holding the position of highest authority responsible for the services that are the subject of the complaint, and informing the complainant of the procedure for applying to the Health Services Ombudsman; communicating the same conclusions, including reasons, in writing in the case of a written complaint, to the board of directors, to the department or manager concerned within the agency and to the highest authority concerned;

(7)  taking action on his or her own initiative when apprised of the facts and when there are reasonable grounds to believe that the rights of a person or group of persons are not being enforced; submitting a report to the board of directors and to the department or service manager within the agency or, depending on the case, the highest authority of the organization, resource or partnership or the person holding the position of highest authority that is responsible for the services concerned, as well as to the Minister if the regional commissioner considers it necessary, recommending any action to improve user satisfaction and foster the enforcement of user rights;

(8)  giving advice on any matter within the purview of the regional service quality and complaints commissioner submitted by the board of directors, any council or committee created under section 407 or 412.1 or any department or service or other council or committee of the agency;

(9)  at least once a year and whenever necessary, drawing up a summary of the activities of the regional service quality and complaints commissioner, together with a statement of any action recommended by the regional commissioner to improve clientele satisfaction and foster the enforcement of the rights of the clientele;

(10)  seeing to it that the board of directors of every institution in the region prepares a report under section 76.10 and submits it to the agency;

(11)  preparing the report referred to in section 76.12, incorporating into the report the annual summary of the activities of the regional service quality and complaints commissioner and all other reports referred to in section 76.10, and presenting the report to the board of directors for approval; and

(12)  (subparagraph repealed).

1991, c. 42, s. 66; 2001, c. 43, s. 41; 2005, c. 32, s. 30; 2020, c. 24, s. 12.

2006-04-01

66. The regional service quality and complaints commissioner is answerable to the board of directors for the enforcement of the rights of persons who apply to the regional commissioner pursuant to this division and for the diligent handling of their complaints.

To that end, the functions of the regional service quality and complaints commissioner shall include

(1)  applying the complaint examination procedure established by by-law of the board of directors in keeping with personal rights; if necessary, making recommendations to the board of directors for any appropriate action to improve the handling of complaints, including a revision of the complaint examination procedure;

(2)  promoting the independent nature of the role of the regional service quality and complaints commissioner within the agency, promoting the complaint examination process, and publishing the procedure referred to in section 62 for the people of the region;

(3)  giving assistance or seeing to it that assistance is given to persons who require assistance for the formulation of a complaint or for any further step related to the complaint; informing users of the possibility of being assisted and supported by the community organization in the region to which a user assistance and support mandate has been given pursuant to the provisions of section 76.6; and lastly, providing on request any information on the application of the complaint examination procedure of the agency and on the other remedies provided for in this chapter, and informing users of the legal protection afforded pursuant to section 76.2 to any person who cooperates in the examination of a complaint;

(4)  on receiving a complaint, examining it with diligence;

(5)  if questions of a disciplinary nature in relation to a practice or the conduct of a personnel member are raised during the commissioner’s examination, bringing these questions to the attention of the department concerned or the human resources manager within the agency or the highest authority of the organization, resource or partnership or the person holding the position of highest authority responsible for the services that are the subject of the complaint or the object of an intervention, for a more thorough investigation, follow-up action or any other appropriate action; making any appropriate recommendation to that effect in his or her conclusions;

(6)  not later than 45 days after receiving a complaint, communicating his or her conclusions, including reasons, in writing in the case of a written complaint, to the complainant, together with any recommendations made to the board of directors, to the department or service manager concerned within the agency and to the highest authority of the organization, resource or partnership or to the person holding the position of highest authority responsible for the services that are the subject of the complaint, and informing the complainant of the procedure for applying to the Health Services Ombudsman; communicating the same conclusions, including reasons, in writing in the case of a written complaint, to the board of directors, to the department or manager concerned within the agency and to the highest authority concerned;

(7)  taking action on his or her own initiative when apprised of the facts and when there are reasonable grounds to believe that the rights of a person or group of persons are not being enforced; submitting a report to the board of directors and to the department or service manager within the agency or, depending on the case, the highest authority of the organization, resource or partnership or the person holding the position of highest authority that is responsible for the services concerned, recommending any action to improve user satisfaction and foster the enforcement of user rights;

(8)  giving advice on any matter within the purview of the regional service quality and complaints commissioner submitted by the board of directors, any council or committee created under section 407 or 412.1 or any department or service or other council or committee of the agency;

(9)  at least once a year and whenever necessary, drawing up a summary of the activities of the regional service quality and complaints commissioner, together with a statement of any action recommended by the regional commissioner to improve clientele satisfaction and foster the enforcement of the rights of the clientele;

(10)  seeing to it that the board of directors of every institution in the region prepares a report under section 76.10 and submits it to the agency;

(11)  preparing the report referred to in section 76.12, incorporating into the report the annual summary of the activities of the regional service quality and complaints commissioner and all other reports referred to in section 76.10, and presenting the report to the board of directors for approval; and

(12)  (subparagraph repealed).

1991, c. 42, s. 66; 2001, c. 43, s. 41; 2005, c. 32, s. 30.

2006-01-01

66. The regional service quality commissioner is answerable to the board of directors for the enforcement of the rights of persons who apply to the regional commissioner pursuant to this division and for the diligent handling of their complaints.

To that end, the functions of the regional service quality commissioner shall include

(1)  applying the complaint examination procedure established by by-law of the board of directors in keeping with personal rights; if necessary, making recommendations to the board of directors for any appropriate action to improve the handling of complaints, including a revision of the complaint examination procedure;

(2)  promoting the independent nature of the role of the regional service quality commissioner within the agency, and publishing the complaint examination procedure for the public in the region;

(3)  giving assistance or seeing to it that assistance is given to persons who require assistance for the formulation of a complaint or for any further step related to the complaint; informing users of the possibility of being assisted and supported by the community organization in the region to which a user assistance and support mandate has been given pursuant to the provisions of section 76.6; and lastly, providing on request any information on the application of the complaint examination procedure of the agency and on the other remedies provided for in this chapter, and informing users of the legal protection afforded pursuant to section 76.2 to any person who cooperates in the examination of a complaint;

(4)  on receiving a complaint, examining it with diligence;

(5)  if questions of a disciplinary nature in relation to a practice or the conduct of a personnel member are raised during the examination of a complaint, bringing these questions to the attention of the department concerned or the human resources manager within the agency or the highest authority of the organization, resource or partnership or the person holding the position of highest authority responsible for the services that are the subject of the complaint, for a more thorough investigation of the complaint, follow-up action or any other appropriate action; making any appropriate recommendation to that effect in his or her conclusions;

(6)  not later than 45 days after receiving a complaint, communicating his or her conclusions, including reasons, in writing in the case of a written complaint, to the complainant, together with any recommendations made to the department or service manager concerned within the agency and to the highest authority of the organization, resource or partnership or to the person holding the position of highest authority responsible for the services that are the subject of the complaint, and informing the complainant of the procedure for applying to the Health Services Ombudsman; communicating the same conclusions, including reasons, in writing in the case of a written complaint, to the department or manager concerned within the agency and to the highest authority concerned;

(7)  supporting, on his or her own initiative, any action to improve the quality of the services provided to the clientele, clientele satisfaction and the enforcement of the rights of the clientele, and recommending such action to any department or any service manager within the agency or, as the case may be, to the highest authority of any organization, resource or partnership or to the person holding the position of highest authority responsible for the services that may be the subject of a complaint under section 60;

(8)  giving advice on any matter within the purview of the regional service quality commissioner submitted by the board of directors, any council or committee created under section 407 or any department or service or other council or committee of the agency;

(9)  at least once a year and whenever necessary, drawing up a summary of the activities of the regional service quality commissioner, together with a statement of any action recommended by the regional commissioner to improve the quality of services, clientele satisfaction and the enforcement of the rights of the clientele;

(10)  seeing to it that the board of directors of every institution in the region prepares a report under section 76.10 and submits it to the agency;

(11)  preparing the report referred to in section 76.12, incorporating into the report the annual summary of the activities of the regional service quality commissioner and all other reports referred to in section 76.10, and presenting the report to the board of directors for approval; and

(12)  subject to section 64, carrying out any other function provided for in the organization plan of the agency.

1991, c. 42, s. 66; 2001, c. 43, s. 41; 2005, c. 32, s. 30.

2002-04-01

66. The regional service quality commissioner is answerable to the board of directors for the enforcement of the rights of persons who apply to the regional commissioner pursuant to this division and for the diligent handling of their complaints.

To that end, the functions of the regional service quality commissioner shall include

(1)  applying the complaint examination procedure established by by-law of the board of directors in keeping with personal rights ; if necessary, making recommendations to the board of directors for any appropriate action to improve the handling of complaints, including a revision of the complaint examination procedure ;

(2)  promoting the independent nature of the role of the regional service quality commissioner within the regional board, and publishing the complaint examination procedure for the public in the region ;

(3)  giving assistance or seeing to it that assistance is given to persons who require assistance for the formulation of a complaint or for any further step related to the complaint ; informing users of the possibility of being assisted and supported by the community organization in the region to which a user assistance and support mandate has been given pursuant to the provisions of section 76.6 ; and lastly, providing on request any information on the application of the complaint examination procedure of the regional board and on the other remedies provided for in this chapter, and informing users of the legal protection afforded pursuant to section 76.2 to any person who cooperates in the examination of a complaint ;

(4)  on receiving a complaint, examining it with diligence ;

(5)  if questions of a disciplinary nature in relation to a practice or the conduct of a personnel member are raised during the examination of a complaint, bringing these questions to the attention of the department concerned or the human resources manager within the regional board or the highest authority of the organization, resource or partnership or the person holding the position of highest authority responsible for the services that are the subject of the complaint, for a more thorough investigation of the complaint, follow-up action or any other appropriate action ; making any appropriate recommendation to that effect in his or her conclusions ;

(6)  not later than 45 days after receiving a complaint, communicating his or her conclusions, including reasons, in writing in the case of a written complaint, to the complainant, together with any recommendations made to the department or service manager concerned within the regional board and to the highest authority of the organization, resource or partnership or to the person holding the position of highest authority responsible for the services that are the subject of the complaint, and informing the complainant of the procedure for applying to the Health Services Ombudsman ; communicating the same conclusions, including reasons, in writing in the case of a written complaint, to the department or manager concerned within the regional board and to the highest authority concerned ;

(7)  supporting, on his or her own initiative, any action to improve the quality of the services provided to the clientele, clientele satisfaction and the enforcement of the rights of the clientele, and recommending such action to any department or any service manager within the board or, as the case may be, to the highest authority of any organization, resource or partnership or to the person holding the position of highest authority responsible for the services that may be the subject of a complaint under section 60 ;

(8)  giving advice on any matter within the purview of the regional service quality commissioner submitted by the board of directors, any council or committee created under section 407 or any department or service or other council or committee of the regional board ;

(9)  at least once a year and whenever necessary, drawing up a summary of the activities of the regional service quality commissioner, together with a statement of any action recommended by the regional commissioner to improve the quality of services, clientele satisfaction and the enforcement of the rights of the clientele ;

(10)  seeing to it that the board of directors of every institution in the region prepares a report under section 76.10 and submits it to the regional board ;

(11)  preparing the report referred to in section 76.12, incorporating into the report the annual summary of the activities of the regional service quality commissioner and all other reports referred to in section 76.10, and presenting the report to the board of directors for approval ; and

(12)  subject to section 64, carrying out any other function provided for in the organization plan of the regional board.

1991, c. 42, s. 66; 2001, c. 43, s. 41.

1999-04-01

66. The content of the record of a user’s complaint shall be determined by regulation under paragraph 23 of section 505.

1991, c. 42, s. 66.