The Protecteur du citoyen received a report concerning a network of five residential and long-term care centres (CHSLDs) in the Estrie region. Shortcomings were reported in the care and services provided to residents.
The Protecteur du citoyen decided to intervene.
Findings
Work organization in the five CHSLDs had to be reviewed because of workforce issues. The investigation showed that certain changes were affecting care and service quality. For example, staff were given more administrative tasks. However, while they were carrying out these tasks, they were not providing care or services to residents.
The investigation also showed that staff would benefit from better training in:
- Combating elder abuse;
- Managing the symptoms of dementia;
- Applying control measures.
The aim of control measures is to prevent a person from harming themselves or someone else. They must be used as a last resort with the consent of the person concerned, except in an emergency.
Lastly, the Protecteur du citoyen found that the notes in residents’ files were often incomplete. Sharing information is essential to providing quality care and services.
Recommendations
The Protecteur du citoyen acknowledges the fruitful cooperation of the people it met during its investigation. It made two recommendations to Centre intégré universitaire de santé et de services sociaux de l'Estrie - Centre hospitalier universitaire de Sherbrooke.
The institution accepted them and the Protecteur du citoyen will monitor their implementation.
Intervention report on certain CHSLDs in the Estrie region (PDF, 246 KiB, in French only)
