The Québec Ombudsman received a report concerning the quality of the services offered by an intermediate resource. Located in Montérégie, this resource takes in adults with severe disabilities.
The Québec Ombudsman decided to intervene.
During the investigation, the Québec Ombudsman heard several testimonies, including that of the person in charge of the resource. She tried to be reassuring, but the investigation showed that she did not collaborate well, her interactions with the Centre intégré de santé et de services sociaux (CISSS) de la Montérégie-Ouest being difficult. Moreover, the resource, which is under contract with the institution, has trouble meeting the CISSS’s expectations. For example, it does not always follow the instructions for adequately meeting the residents’ needs. The staff, of which there are too few, are hard pressed to offer services safely.
When the CISSS sees that the resource is in breach of contract, it does not follow up as required. This means that the shortcomings have persisted for several years.
The Québec Ombudsman made six recommendations to CISSS de la Montérégie-Ouest. The institution accepted all of them. The Québec Ombudsman will ensure that they are properly implemented.
The Québec Ombudsman sees to it that the rights of health and social services network users are upheld. Want to report a troubling situation you have witnessed? Do you feel that the rights of a service user or several service users have not been respected? Report it by calling us at 1-800-463-5070 or by using our online complaint form.