September 19, 2017

Intervention report at Centre d’hébergement et de soins de longue durée Herron


The Québec Ombudsman received a report about various failings at Centre d’hébergement et de soins de longue durée (CHSLD) Herron, a private uncontracted health institution.

Private uncontracted CHSLDs do not receive government subsidies. However, they must have a permit from the Ministère de la Santé et des Services sociaux and comply with ministerial standards and orientations as well as with the Act respecting health services and social services.


The investigation by the Québec Ombudsman did not reveal any major flaws in the quality of the care offered. However, given the CHSLD administrators’ desire to have several unoccupied beds filled, the Québec Ombudsman cautioned them because an increase in the number of residents could weaken the service offering. The Québec Ombudsman also saw that certain shortcomings noted in the report existed:

  • Deficient communication with the family members of certain residents having mostly to do with the financial aspects of lodging;
  • A complaint examination procedure that does not comply with the prescriptions of the Act;
  • Misunderstanding of the role of the users’ committee.

The CHSLD committed to implement the Québec Ombudsman’s recommendations.