Your satisfaction is our main concern
The quality of care and services is a key concern at our institution. If you feel that your rights or those of your loved one have not been respected, or if you are not satisfied with the care and services you have received, are receiving, or should have received, we encourage you to let us know. This constructive approach helps us improve the quality of the services we offer.
Users or their family are first urged to let any staff member present know of their concerns or dissatisfaction. This often lets us to come up with a satisfactory resolution. If the problem does not resolve, we then invite you to speak with the Local Service Quality and Complaints Commissioner.
The Commissioner’s Role
Reporting to the Board of Directors, the Commissioner is responsible for the respect and promotion of user rights, satisfaction, and the quick resolution of any complaints. The Commissioner is appointed by the Board of Directors and acts independently from administrative structures. They perform no other duties within the establishment.
Any complaints related to a doctor, dentist, or pharmacist, even if they are a resident, are received by the Commissioner but transferred to the medical examiner, who is responsible for carrying out a full examination of all complaints.
All complaints are dealt with in full confidentiality and without fear of reprisal
The Commissioner is also responsible for dealing with any reports of abuse concerning elderly patients or any vulnerable person of the age of majority and, if the report must be handled by another body, to direct those making the report to the proper authority.
How to lodge a complaint:
- The user, their legal representative, or their heirs can lodge a complaint. Furthermore, the Commissioner can intervene of their own initiative when information is brought to their attention and they have reasonable motive to believe that the rights of a user or group of users have not been respected.
- Complaints can be issued in writing (2019 Bilingual Complaint Form) by completing the form below, or communicated verbally (see the Commissioner’s phone numbers below).
- The Commissioner receives the complaint. They can then help with the phrasing of the complaint, or ensure the person lodging the complaint receives any needed assistance.
- The Commissioner examines the complaint.
- The Commissioner sends the results of their examination within 45 days following reception of the complaint. Their conclusions are accompanied by all solutions being considered to resolve the situation or all measures recommended by those in positions of authority, as needed.
Support for lodging a complaint
The Centre d’assistance et d’accompagnement aux plaints (CAAP) for every region can help users lodge their complaint. In Montréal, this is the CAAP de l’île de Montréal. The CAAP is a regional community organization mandated by the Ministre de la Santé et des Services sociaux. These services are free and confidential.
- For the Montréal region: 514-861-5998
- For all other regions: 1-877-767-2227
The Institut’s User Committee can also assist users.
Anyone the user selects can accompany or assist them through each stage of the complaint process.
How to reach the Commissioner:
Gabrielle Alain-Noël
Local Service Quality and Complaints Commissioner
Institut national de psychiatrie légale Philippe-Pinel
Phone: 514-648-8461, ext. 1174
Annual Commissioner’s report
Rapport annuel de la commissaire 2018-2019 (french only)
Related Documents (french only)
Améliorer la qualité des services: Our key concern. An informative brochure from the MSSS on the complaint review process in the healthcare network.
Code d’éthique de l’Institut national de psychiatrie légale Philippe-Pinel
Consult the steps to take when a user wishes to file a complaint about the care and services offered at the Institut: