The context
- A man had mental health problems and was confined in an institution that provides care and services for people in that client population.
- One day he became agitated. The caregivers immediately used means of control (very strict methods to calm down a person).
The complaint
The man was critical of the way he had been treated that day. He complained to the Protecteur du citoyen.
What the investigation showed
- The institution had worked with the man to produce a strategy for the procedure in such circumstances. When his behaviour was likely to become dangerous for himself or others, the staff were supposed to propose things for him such as listening to music, exercise, and watching television. If these methods did not calm him down, means of control could be used.
- However, the investigation showed that the strategy had not been applied. The staff had opted for means of control immediately.
The outcome
The Protecteur du citoyen made a recommendation to the institution, which reminded the staff that means of control must only be used as a last resort.
Note that the Protecteur du citoyen had intervened many times with this institution. Since then, there has been a marked improvement in practices concerning the application of means of control.
This case was taken from our 2020-2021 Annual Report.
The Protecteur du citoyen ensures that your rights are upheld in your dealings with Québec public services. Are you dissatisfied with the services of a Government of Québec department or agency? Or with those of a health and social services network institution (2nd level of recourse)? File a complaint by calling 1-800-463-5070 or using our online complaint form.
