Tabling of the Québec Ombudsman's 2008-2009 Annual Report - Highlights -

    QUEBEC CITY, May 26 /CNW Telbec/ - Earlier today, the President of the
National Assembly tabled Québec Ombudsman's 2008-2009 Annual Report in the
National Assembly. The Report states that 21,330 applications were received
this year from citizens throughout Québec, an increase of 5.7% from last year.
Between April 1, 2008 and March 31, 2009, in response to complaints and
reports from citizens, the Québec Ombudsman made a total of 1,507
recommendations to 60 different government departments and agencies (of the 86
that fall under its authority), and to 180 of the 312 health and social
services institutions. Ninety-nine percent of these recommendations were
accepted by the authorities in question, and 30% had collective impacts,
meaning that other people who did not complain to the Québec Ombudsman would
also benefit from the remedial actions taken. Below is a list of the other
highlights from the Québec Ombudsman's 39th Annual Report:

    Rehabilitation centres (physical disabilities, mental impairment and
    pervasive developmental disorders)

    Some users on waiting lists do not receive services, and wait times can
be up to four years. In addition, services are often interrupted when files
are transferred from general to specialist services. (Page 59)

    Child and youth protection

    Dual standards were observed in the services available to parents
adopting locally and internationally. The system must be adjusted so that it
is fair to everyone. (Page 56)

    Excessive delays in hospital emergency rooms

    The Ministère de la Santé et des Services sociaux must find solutions
other than hospital emergency rooms to meet the needs of users whose condition
is not urgent. (Page 73)

    Pilot agreement for the provision of public professional services in
    private clinics

    Users must have the same rights and receive the same quality of care
regardless of whether they are treated in a public institution or a private
clinic. (Page 76)

    Certification of private residences providing accommodation for
    vulnerable individuals

    There is an urgent need for mandatory certificates of compliance for all
private residences offering services for vulnerable people. There is currently
no guarantee that residence owners will comply with quality standards. (Page

    2005-2010 Mental Health Action Plan

    The rights of people suffering from mental health problems are not always
upheld in all institutions. (Page 86)

    Ministère du Revenu: Tax credit for home care of seniors

    Unacceptable delays were eventually corrected. (Page 32)

    Social reintegration of inmates

    There is still a disparity between the words and actions of the Ministère
de la Sécurité publique. (Page 18)

    Société de l'assurance automobile du Québec

    This year, the SAAQ has resolved some major problems, but the time taken
to issue medical opinions is still unreasonable. (Page 36)

    Commission de la santé et de la sécurité du travail

    The Québec Ombudsman observed an increase in the number of substantiated
complaints about processing delays for compensation payable to workplace
accident victims. (Page 45)

    Curateur public du Québec

    It takes an average of 111 days to open a protective supervision program
for incapacitated individuals. (Page 93)

    Government departments, agencies and bodies in respect of which the most
    substantiated complaints were received

    - Ministère de la Sécurité publique (412; down from last year)
    - Société de l'assurance automobile du Québec (233; down from last year)
    - Hospitals (147 substantiated complaints and reports; up from last year)
    - Revenu Québec (119; up from last year)

    Principal grounds for substantiated complaints:

    - Money owed by the State
    - Waiting times
    - Uncoordinated services or programs

    In addition to its recommendations on individual citizens' files, the
Québec Ombudsman made 19 recommendations to the leaders of ten government
departments and agencies. They are: the Ministère de la Sécurité publique, the
Commission québécoise des libérations conditionnelles, the Ministère de la
Justice, the Directeur des poursuites criminelles et pénales, the SAAQ, the
CSST (Crime Victims Compensation Directorate), the CARRA, the RRQ, the
Ministère de la Santé et des Services sociaux (child and youth protection
centres, long-term residential care centres, hospitals and CLSCs), and the
Curateur public. (Page 132)
    -%SU: CPN,INF
    -%RE: 37

For further information:

For further information: Joanne Trudel, Communications Department, (418)
644-0510,;; Source: The Québec Ombudsman

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