The CAAP is a non profit organization that relies on the voluntary support of member organizations and individuals. By supporting its mission, members help create an influential network with a common vision where people can exchange ideas and collaborate.
You can become a CAAP member too!
It’s free.
Par son statut d’OBNL, le CAAP nécessite l’appui volontaire d’organismes et d’individus membres. En soutenant sa mission, ceux-ci contribuent à créer un réseau d’influence, à partager une vision, à échanger et à collaborer.
Vous aussi pouvez être membre du CAAP!
L’adhésion est gratuite.
Conditions d’adhésion
Membre individuel
Organisme membre
These “complaint desks” are staffed by teams that examine the complaints they receive to ensure users’ rights are respected. The teams generally include a commissioner and assistant commissioners. There are also medical examiners who deal with complaints against physicians.
They are responsible for:
This applies to all complaints about services at an institution, including affliated facilities.
Commissioners have a duty of impartiality. They report directly to the board of directors of the institution. The complaints commissioner is one of the most accessible and fastest means of recourse in the health and social services system!
Ces fameux « comptoirs des plaintes » sont de véritables équipes qui, par l’analyse des plaintes reçues, veillent au respect des droits des usagers. Ils sont généralement composés d’une ou d’un commissaire et de commissaires adjoints. S’ajoutent à eux des médecins examinateurs à qui sont transmises les plaintes contre des médecins.
Ils sont responsables de :
et ce, pour toutes les plaintes à l’endroit des services d’un établissement, y compris toutes les installations qu’il regroupe.
Les commissariats ont un devoir d’impartialité et relèvent directement du conseil d’administration de l’établissement. Un commissariat aux plaintes est l’une des instances les plus accessibles et propose l’un des processus les plus rapide en matière de recours en santé et services sociaux!
A good example of this type of reporting is the report filed by a Salvation Army point of service in March 2017 to raise awareness about a problem in a hospital emergency ward.
Thomas, a Salvation Army employee, contacted his local CAAP to ask for help filing a complaint against the hospital in question. The Salvation Army clientele are often homeless and have mental health and substance abuse issues. As a result, they are often uncooperative at the hospital, even if they require emergency care. Emergency room staff were not well equipped to deal with this type of clientele. They often let patients go without providing them with proper care. Thomas saw this as a form of systemic abuse.
Salvation Army users are very vulnerable and will not file complaints on their own. Since Thomas had observed how users were treated but had not experienced the situation himself, he didn’t know how to make his concerns known to emergency room officials The CAAP advisor offered to help him report the situation. Together, they documented the experiences reported by the Salvation Army in a report that Thomas submitted to the Service Quality and Complaints Commissioner of the hospital in question.
“It got people talking about the issue, identifying behaviours, and recognizing that our clientele is not treated in the same way [as other users]. The CAAP helped us structure our approach, know where we were going, and be more comfortable. We got a quick response because our document was taken seriously. The CAAP gave us credibility. We’d been trying to change things for years.”
– Thomas, Salvation Army case worker
The Commissioner took the report very seriously and measures are being put in place to improve the relationship between the hospital and the Salvation Army.