A woman files a complaint against her CLSC for changing the way she receives routine care without consulting her.
The new method is very uncomfortable for her and causes her pain afterward.
Even though the woman had been receiving this care differently for a long time, the staff had to strictly follow the new protocol. They were not allowed to adapt the care provided to her specific needs.
The Protecteur du citoyen insisted that the woman be provided with care according to her needs and limitations. The institution finally agreed to involve the woman in decisions about her care. She is now receiving the same care as before.
The law states that a person is entitled to participate in decisions regarding their state of health or welfare. The same applies to any changes made to their intervention or service plan.
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.
