About
Ombudsman or Local Complaints and Service Quality Commissioner
The Ombudsman/Local Commissioner is appointed by the Board of Directors of the Douglas Mental Health Institute as the Local Complaints and Service Quality Commissioner. She is answerable to the Board of Directors for enforcing patient rights, ensuring their satisfaction and diligently handling their complaints. To this end, she exclusively and independently performs the functions set out in the Act respecting health services and social services, such as fostering the use of the complaint examination system. No person shall take reprisals or attempt to take reprisals in any manners whatever against any person who makes or intends to make a complaint.
History
The role of the Ombudsman at the Douglas was created in 1986—well before the Act established the need for institutions to designate an officer responsible for examining user complaints and protecting their rights. Already at this time, the Ombudsman at the Douglas reported to the administrative responsibility of the Board of Directors.
Intervention and assistance
The Ombudsman/Local Commissioner, either upon her own initiative or the request of a third-party, may take action when facts brought to her attention provide reasonable grounds to believe that the rights of patients or a group of patients are not being respected.
Through her knowledge of the Douglas Institute, the Ombudsman/Local Commissioner may assist users, their representatives and their friends and families by supporting them in any process they may undertake. |
FAQ 
