{"id":143299,"date":"2023-03-03T14:12:05","date_gmt":"2023-03-03T19:12:05","guid":{"rendered":"https:\/\/canada-info.ca\/?p=143299"},"modified":"2023-03-03T14:55:51","modified_gmt":"2023-03-03T19:55:51","slug":"they-dont-even-know-we-exist-informing-quebecers-top-of-mind-for-complaint-and-support-centres-for-health-social-services-private-seniors-residences","status":"publish","type":"post","link":"https:\/\/canada-info.ca\/en\/they-dont-even-know-we-exist-informing-quebecers-top-of-mind-for-complaint-and-support-centres-for-health-social-services-private-seniors-residences\/","title":{"rendered":"‘They don\u2019t even know we exist:’ Informing Quebecers top of mind for complaint and support centres"},"content":{"rendered":"

The F\u00e9d\u00e9ration des Centres d\u2019assistance et d\u2019accompagnement aux plaintes (FCAAP) is a federation that represents the interests of complaint and support centres for health and social services and private senior\u2019s residences in Quebec.\u00a0<\/span><\/p>\n

Wanting to spread the word about the type of support that CAAPs can offer to English speakers in the province, the FCAAP launched an English version of its video \u201cWhat the CAAP can do for you?\u201d in January. The video was created in collaboration with the\u00a0Community Health and Social Services Network\u00a0(CHSSN).<\/p>\n

According to the FCAAP\u2019s website, there are 16 regional CAAPs in the province, including one based in Sherbrooke for the administrative region of Estrie.<\/p>\n

CAAP-Estrie provides bilingual services to citizens across the Eastern Townships. Angela Moore, complaints advisor and promotional agent for the English-speaking community for CAAP-Estrie, provides more details on how the non-profit organizations helps individuals with the complain process and the important role it plays in trying to improve certain services.\u00a0<\/span><\/p>\n

\u201cWe have two mandates. One is by the Minister of Health and Social Services to assist users and accompany them if they wish to complain about said services. (\u2026) Our second mandate is by the Minister of Municipal Affairs and Housing and it\u2019s to assist seniors in certified senior\u2019s residences with their lease issues,\u201d said Moore.\u00a0<\/span><\/p>\n

Moore explained that the CAAPs have confidentiality rules that limit her from providing details about the cases she has personally dealt with, but she provides some examples of the type complaints that people often make with the help of CAAP-Estrie.<\/p>\n

\u201cSome examples would be mental health services. If someone was supposed to receive a mental health service and they did not and they wanted a follow-up but never got it. They want to make a complaint to say that their mental health has deteriorated,\u201d she highlighted. \u201cWe commonly see doctor errors. If a doctor made a mistake, gave someone the wrong medication, has injured a person, they can make a complaint.\u201d<\/p>\n

As an English-speaking advisor, Moore added that she often deals with complaints about accessing documents in English.<\/p>\n

\u201cIf you have, in your file, certain documents, intervention plans, things like that that are only in French, we\u2019ve had complaints where people have requested to have those documents in English,\u201d she said.\u00a0<\/span><\/p>\n

Moore emphasized that CAAP-Estrie is not there to sue the health and social service institutions in the region or personnel.<\/p>\n

\u201cWe can\u2019t promise that they would get the service, but if it\u2019s not for them then it\u2019s for other people who might be going through the same thing. Our goal, with the collaboration of the Complaints and Service Quality Commissioner, is to make services better,\u201d she noted.\u00a0<\/span><\/p>\n

The Complaints and Service Quality Commissioner is mandated by law to investigate a complaint while CAAP-Estrie is there to specifically help users with the complaint process.\u00a0<\/span><\/p>\n

\u201cFrom what I\u2019ve seen from multiple cases, usually when people are calling us they\u2019ve gone through something really emotional and it\u2019s not easy for them to navigate the healthcare system,\u201d Moore explained. \u201c(\u2026) And then they have figure out how to complain and then some are wondering if they have to do it in French. (...) It\u2019s a difficult process for some people and they just like to have that support. Like did I do this right? Did I include all of the correct documents?\u201d<\/p>\n

CAAP-Estrie can actually accompany people if they have a meeting arranged with the commissioner, Moore added.\u00a0<\/span><\/p>\n

\u201cIf there\u2019s phone conversations that they aren\u2019t sure about, we can accompany them through those phone calls as well. (\u2026) We\u2019re there to be like okay, so the commissioner has accepted your complaint, now they have 45 days,\u201d she said. \u201cIf something happens within 45 days, here is how we can help you, and here is how we can help you after the conclusion as well because we can help people go to the Quebec Ombudsman.\u201d\u00a0<\/span><\/p>\n

With this time of the year marking lease renewals in Quebec, Moore said it\u2019s important to remind seniors living in private senior\u2019s residences certified by the CIUSSS de l'Estrie - CHUS that CAAP-Estrie is there to help with any issues regarding their lease.\u00a0<\/span><\/p>\n

\u201cIf anyone has questions about the papers they are receiving from the owner or the manager of where they live, if they have has questions about what to do if it\u2019s a reasonable increase, are they allowed to do this?, what are my options? They can reach out to us and we can help go over them,\u201d she noted.\u00a0<\/span><\/p>\n

After the launch of the \u201cWhat the CAAP can do for you?\u201d video and spreading the word, Moore hopes to see more people take advantage of CAAP-Estrie\u2019s services.\u00a0<\/span><\/p>\n

\u201cIt\u2019s not just the English-speaking community, we have the same issue with the French-speaking communities; they don\u2019t even know we exist. (\u2026) We like to use the analogy of if someone\u2019s water heater breaks, do they already have a list of repair people or are they only, quickly, once the water is all over the basement floor, trying to look through the phone book or on the internet to try and find someone to fix it when it\u2019s too late? We\u2019re trying to get the information out beforehand that way if something happens they don\u2019t have to be stressed to find our information,\u201d she said.\u00a0<\/span><\/p>\n

CAAP-Estrie\u2019s regional number is 819-823-2047. The toll free number is 1-877-767-2227.\u00a0<\/span><\/p>\n

More information on the CAAPs can be found at this website.<\/a><\/p>\n

CIDI reached out to the CHSSN, but did not hear back before press time.<\/p>\n

Listen to the full interview below:<\/b><\/p>\n","protected":false},"excerpt":{"rendered":"

The F\u00e9d\u00e9ration des Centres d\u2019assistance et d\u2019accompagnement aux plaintes (FCAAP) is a federation that represents the interests of complaint and support centres for health and social services and private senior\u2019s residences in Quebec.\u00a0 Wanting to spread the word about the type of support that CAAPs can offer to English speakers in the province, the FCAAP…<\/p>\n","protected":false},"author":113,"featured_media":143308,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[57,223,21655],"tags":[23987,23989,23988,286,23515,23775,9802,1507,14566,23990,1705,3961,2394],"radio":[246],"origine":[274,259,260],"acf":[],"_links":{"self":[{"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/posts\/143299"}],"collection":[{"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/users\/113"}],"replies":[{"embeddable":true,"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/comments?post=143299"}],"version-history":[{"count":4,"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/posts\/143299\/revisions"}],"predecessor-version":[{"id":143348,"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/posts\/143299\/revisions\/143348"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/media\/143308"}],"wp:attachment":[{"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/media?parent=143299"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/categories?post=143299"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/tags?post=143299"},{"taxonomy":"radio","embeddable":true,"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/radio?post=143299"},{"taxonomy":"origine","embeddable":true,"href":"https:\/\/canada-info.ca\/en\/wp-json\/wp\/v2\/origine?post=143299"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}