Results in numbers for 2006-2007 - 98% OF THE QUEBEC OMBUDSMAN'S RECOMMENDATIONS FOLLOWED



    QUEBEC CITY, June 7 /CNW Telbec/ - The Québec Ombudsman resolved 98% of
substantiated cases it handled in 2006-2007. Its recommendations led
departments and agencies of the Government of Québec, as well as health and
social services network authorities, to recognize and redress the prejudice
caused.
    Over the last year, the Québec Ombudsman received 20,641 requests for
services. It reviewed 8,040 complaints and reports totalling 9,214 grounds for
complaint, which break down as follows:

    
    -------------------------------------------------------------------------
    Breakdown of grounds for complaint and reports reviewed
    -------------------------------------------------------------------------
                                                       Number of     Grounds
                                                      Complaints         for
                                                     and Reports   Complaint
    -------------------------------------------------------------------------
    Public administration
    -------------------------------------------------------------------------
    Complaints                                             7,644       8,500
    -------------------------------------------------------------------------
    Health and social services
    -------------------------------------------------------------------------
    Complaints                                               324         557
    -------------------------------------------------------------------------
    Reports                                                   72         157
    -------------------------------------------------------------------------
    Total                                                  8,040       9,214
    -------------------------------------------------------------------------

    The Québec Ombudsman's reviews and investigations revealed that 26.3% of
grounds for complaint regarding public administration were substantiated. For
health and social services network authorities, 37% of grounds for complaint
and reports were substantiated.

    Six departments and agencies were the subject of 50 or more substantiated
grounds for complaints.

    -------------------------------------------------------------------------
                                                               n           %
    -------------------------------------------------------------------------
    Ministère de la Sécurité publique                        511        43.0
    -------------------------------------------------------------------------
    Société de l'assurance automobile du Québec              180        15.1
    -------------------------------------------------------------------------
    Revenu Québec                                             94         7.9
    -------------------------------------------------------------------------
    Commission de la santé et de la sécurité du travail       92         7.7
    -------------------------------------------------------------------------
    Ministère de l'Emploi et de la Solidarité sociale         78         6.6
    -------------------------------------------------------------------------
    Ministère de l'Education, du Loisir et du Sport           54         4.6
    -------------------------------------------------------------------------
    Subtotal                                               1,009        84.9
    -------------------------------------------------------------------------
    Departments and agencies that were the subject of
     fewer than 50 substantiated grounds for complaint       180        15.1
    -------------------------------------------------------------------------
    Total                                                  1,189       100.0
    -------------------------------------------------------------------------
    -------------------------------------------------------------------------

    In health and social services, once again this year hospital centres had
the highest percentage of grounds for substantiated complaints.

    -------------------------------------------------------------------------
    Breakdown of substantiated grounds for complaint in health and social
    services by authority
    -------------------------------------------------------------------------
    Authorities in the health and social services network      n           %
    -------------------------------------------------------------------------
    Hospital centres                                          74        39.8
    -------------------------------------------------------------------------
    Local community service centres (CLSCs)                   40        21.5
    -------------------------------------------------------------------------
    Residential and long-term care centres                    25        13.4
    -------------------------------------------------------------------------
    Youth centres                                             16         8.6
    -------------------------------------------------------------------------
    Rehabilitation centres                                    16         8.6
    -------------------------------------------------------------------------
    Community organizations                                   10         5.4
    -------------------------------------------------------------------------
    Pre-hospital emergency services                            4         2.2
    -------------------------------------------------------------------------
    Regional agencies                                          1         0.5
    -------------------------------------------------------------------------
    Private nursing homes                                      -           -
    -------------------------------------------------------------------------
    Total                                                    186       100.0
    -------------------------------------------------------------------------

    For all substantiated grounds for complaint, the Québec Ombudsman made
1,173 recommendations. Twenty per cent of these were collective in scope, so
people who experienced the same problem as the complainant but did not contact
the Québec Ombudsman benefited from the redress.

    -------------------------------------------------------------------------
    Number and scope of recommendations from the Québec Ombudsman
    -------------------------------------------------------------------------
                       Individual Scope(1)  Collective Scope(2)
                     -------------------------------------------------
                            n          %           n           %
    -------------------------------------------------------------------------
    Public
     administration
    -------------------------------------------------------------------------
    Complaints            886       93.2          65         6.8         951
    -------------------------------------------------------------------------
    Health and social
     services
    -------------------------------------------------------------------------
    Complaints             49       23.7         158        76.3         207
    -------------------------------------------------------------------------
    Reports                 2       13.3          13        86.7          15
    -------------------------------------------------------------------------
                                                           Total:      1,173
    -------------------------------------------------------------------------
    1. Individual scope: the Québec Ombudsman obtained redress of the
       situation for the person who filed the complaint.
    2. Collective scope: the Québec Ombudsman ensured that people who did not
       use its services but who experienced the same problem as the
       complainant benefited from the redress.
    -------------------------------------------------------------------------

    Note that over 1,965 users of the health and social services network
turned to the Québec Ombudsman to exercise their first-level recourse. The
Québec Ombudsman directed them to the local or regional commissioner, as is
appropriate, because it has second instance jurisdiction in this area. It
believes that the large number of requests is attributable to the delay in
implementing the complaint review system in the health and social services
network, and the general misunderstanding of how it operates.
    The Québec Ombudsman also directed 570 users to hospital centre review
boards for physicians, dentists and pharmacists, as it does not have the power
to intervene in the activities of these professionals.
    
    -%SU: CPN,LAW,SAN
    -%RE: 1




For further information:

For further information: Dominique Bouchard, Information Officer, (418)
643-2688, Cell.: (514) 346-2643,
dominique.g.bouchard@protecteurducitoyen.qc.ca; Source: The Québec Ombudsman


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