A woman files a complaint against a hospital because the triage nurse did not listen when the woman came back to see her.
The nurse, who had told the woman to tell her if her condition changed, did not let her speak. As a result, despite increasingly intense pain, the woman was forced to return to the waiting room.
Later, an X-ray revealed a fracture and the woman had to undergo surgery.
At the request of the Protecteur du citoyen, the institution reminded the staff concerned that they must be courteous, civil and polite to people waiting in the emergency room. The institution also improved the training given to triage nurses, which now specifies what to do when someone comes back to see them.
For further details on this real case, please see our 2024-2025 Annual Report (in French).
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.
