Under this tab, you will find the 8 rights reserved to the Québec Health and Social services Network users. Not only will you find a written presentation, but you will also access video clips that explain the rights differently by clicking on the links.
The right to be treated with equality, curtesy and comprehension, while receiving adequate and personalized services
Whoever said that politeness, respect and professionalism were no longer in this world? Nobody.
Be it at the hospital, at youth centers, at a CSSS or in a private residence for the elderly, the social workers of these establishments must be respectful, polite and comprehensible towards you, whatever your gender, religion, sexual orientation or your ethnicity. They must also offer you professional services adapted to your needs.
Respect, politeness and professionalism can help create a link of confidence with your social workers and thus eases the betterment or your quality of life.
The right to be informed
Every day, you are informed of what happens in the world.
But did you know that when you receive a health service or a service from a social worker from a CSSS or any other organism, you are in right to be informed of what is happening for you?
You may be informed about :
Your state of health
Your doctor, your ergotherapist or any other health professional taking care of you must inform you about the state of your health, of available treatments linked to your situation and of the consequences of such treatments. Knowing these elements, you will be capable to take a clear and free decision on the best way, for you, to respond to your needs.
The services offered in your environment and how to obtain them
It is impossible for you to know tall of the services offered in your environment that could help you. It is thus difficult for you to use them. It thus falls upon your social worker to inform you of anything concerning those services that could come to your aid. When well informed, it will be easier for you to make decisions and to participate in the elaboration of a plan to respond to your needs.
Accidents and incidents
You were given medication to which you were allergic and suffered an important reaction? While rising from her bed with the help of an employee, you mother fell and broke her hip? These situations are accidents and you are in right to be informed of these events. Any accident must also be written down in the user’s files.
A nurse comes into your room with the wrong medicine but notices, before giving it to you, that it isn’t the right one? This in an incident because it had no consequence upon your health.
Being informed of what is happening for you and of the services that may help you allow you to employ all of your rights.
The right to participate in decisions, to contest or refuse
- Your doctor suggests taking a new medicine…
- Your social workers suggests different ways to attend to your needs…
Are you obligated to accept?
No, for it is up to you to make the final decision.
Your doctor or any other social worker taking care of you have, however, the obligation to inform you on the benefits and the disadvantagesthat the propositions made will have on you. They cannot influence or pressure you so that you accept their proposition.
Being well informed, you will be able to refuse or accept treatments.
The right to access your file
If you are over 14 years old and you wish to know what is written in your hospital file, at a Health and Social Services Centre or in another establishment, you can have access to it.
There are two methods :
You may ask for a copy.
If you wish to recieve a copy of your file, It is preferable to ask by written form. Write a letter to the establishment that hold your file’s archive service and mention if you want either the full file or only a certain part. Also write your name, address, phone number, birth date and file number if you know it. A certain amount of money will be asked in order to send you your file.
You ma also consult it on location.
Contact the establishment’s archive service to arrange a meeting. On your demand, a person may be with you to help you understand your file.
Know that your file is confidential. Only you have the right to consult it. If any other person wishes to see your file, they must have your written consent.
The right to complain
- Lodging a complaint is useless?
- I have to go to Court for this?
- Only « whiners » lodge complaints.
Forming a complaint allows you to express any dissatisfaction you have lived in regards to the work of a social worker in a hospital, a youth centre, a CSSS or any other organism. By formulating a complaint, you contribute to the amelioration of any offered services.
There is no need to go to court to lodge a complaint. Written or verbally, you may express your dissatisfactions to the complaint commissary of the establishment.
Need help? No problem.
The complaint commissary, the users comity or the Center for Help and Accompaniment for Complains (CAAP) of your region can assist you, for free.
The right to receive adequate and personalized services
Any person has the right to receive adequate health and social services on scientific, humane or social standpoints. These services must be given with wellbeing and courtesy as well as being adapted to needs.
With experience, it became imperative to notice that it isn’t more expensive to offer human services to the network’s clients. Little gestures, efforts made to become aware of a person’s case and subtile modifications to the environment can really help on the humanization level. This system must be adapted to the needs of the user; it’s not the user’s job to adapt to the system.
The right to be accompanied or represented
ou don’t have to work alone…
- If you must meet your doctor
- Discuss with the social workers at a youth centre
- Or if you have a meeting with another medical or social employee to discuss services you will receive
You can be accompanied by the person of your choice.
It can be your mother, your friend, a neighbor; anyone in whom you trust.
The person accompanying you will be able to help you understand better what a social worker will suggest and the explanation they give you. Being accompanied will also reduce your stress.
In someone’s life, it may happen that they can no longer take care of their money or themselves. They can thus be declared inapt. No matter their status, they still have rights. Different methods exist to make sure their rights are protected and their needs answered. This is called a protection system.
A close one, family member, a friend or even a public curator can be named to take care of an inept person. There exists, however, a fundamental principle when speaking of representation : the representative must always act in the best interest of those they represent.
For more information on the different protection systems, you may consult the following website : http://www.educaloi.qc.ca/categories/sante#cat163
If you make a complaint…
Are you dissatisfied of the services you’Ve recieved and you would like to make a complaint?
You don’t have to be alone there, either…
- To write your complaint letter
- To help you in a meeting with the complaint commissary or with a delegate of the Citizen Protector’s Office
There are people who can help you.
You can choose between :
- Your region’s Centre for Help and Accompaniment for Complaints
- The User’s Comity of the establishment to which you’re complaining
- Or the Complaints Commissary of the establishment to which you’re complaining.
The right to receive services in English