The Québec Ombudsman received a report about Naskapi local community service centre (CLSC), located near Schefferville. Staff shortages had allegedly caused service ruptures. The supervision of the staff was also at issue.
The Québec Ombudsman decided to intervene to see determine whether the care and service quality was compromised.
Several shortcomings were brought into focus:
The Québec Ombudsman also saw that the complaint-examination process was not well known to CLSC users. Furthermore, trust between the local population and non-indigenous CLSC professionals was fragile, if it existed at all.
The CLSC had already taken steps to recruit the staff needed:
However, the CLSC’s goals could not be met in the immediate future despite these initiatives.
The integrated health and social services centre (CISSS) in charge was informed about these shortcomings. The Ministère de la Santé et des Services sociaux (MSSS) was as well. Both offered to help the CLSC in its efforts to get on track.
CLSC Naskapi’s actions showed that it took the situation very seriously. Nonetheless, the Québec Ombudsman considered that certain changes should made.
The Québec Ombudsman recommended that CLSC Naskapi implement various measures to:
It also recommended that MSSS and CISSS de la Côte-Nord support what the CLSC was doing. The recommendations were aimed at, among other things:
The three bodies accepted the recommendations.
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.