Local service quality and complaints commissioner
The 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 local commissioner may assist users, their representatives and their friends and families by supporting them in any process they may undertake.
Who may file a complaint?
- A patient who is receiving, has received or ought to have received care and services
- The patient's legal representative
- The heirs or legal representatives of a deceased patient
Why file a complaint?
You may file a complaint any time you think your rights have not been respected either in relation to care and services received at the Douglas Institute or in the context of a research project conducted at its Research Centre.
The local commissioner transfers any complaints regarding a physician, pharmacist or resident to the Medical Examiner, who has the exclusive jurisdiction to deal with these complaints.
How do I file a complaint?
Complaints may be submitted verbally (by phone or in person) or in writing (by letter or e-mail). The local commissioner will send you an acknowledgement within 5 days of receiving your complaint and will inform you of how she will proceed with the complaint.
Who can help me formulate a complaint?
- The Beneficiaries' Committee (Users' Committee) of the Douglas Institute
- The Centre d'assistance et d'accompagnement aux plaintes de l'île de Montréal (CAAP-Island of Montreal).
Archives
Annual reports from preceding years as well as all publications produced by the Local commissioner is available online in the documentation centre. A glossary of commonly used terms is also available.
Contact
Local service quality and complaints commissioner
Douglas Institute
Dobell Pavilion, Room B-1135
6875 LaSalle Boulevard
Montreal, Quebec H4H 1R3
Tel: 514-762-3010 or 514-761-6131, ext. 3287
Fax: 514-888-4059
francine_dot_bourassa_At_douglas_dot_mcgill_dot_ca
You can help us to improve the services provided by our office. Satisfaction Questionnaire
