The Protecteur du citoyen received a report concerning the safety and quality of the care provided at two residential resources which are partners of Centre intégré de santé et de services sociaux (CISSS) de Lanaudière. The Protecteur du citoyen decided to intervene.
The report was about an intermediate resource (RI) and a private seniors’ residence (RPA) operated by the same owner. The Protecteur du citoyen investigated into whether these environments were safe and adequate for the residents.
Intervention
The Protecteur du citoyen’s investigation revealed several problems or failings, notably:
- Insufficient supervision of the premises at night;
- Unequal application of preventive measures, especially those for residents at risk for getting lost;
- Lack of compliance with the protocols in effect, for example, after a resident falls;
- The staff’s unadapted approach with residents who have cognitive impairments;
- Lack of staff supervision, especially regarding application of procedures and use of clinical monitoring tools.
The Protecteur du citoyen concluded that there were major ramifications for service quality and residents’ safety. However, it saw that several actions were underway to improve the situation.
Recommendations
The Protecteur du citoyen made fifteen recommendations to CISSS de Lanaudière and to the two residential resources concerned. They were aimed at improving by various means the residents’ safety and the quality of the care and services provided.
All the recommendations were accepted. The Protecteur du citoyen will monitor their implementation closely.
