{"id":2046,"date":"2013-05-22T18:29:00","date_gmt":"2013-05-22T18:29:00","guid":{"rendered":"http:\/\/rf.podcastfixit.com\/index.php\/2013\/05\/22\/caap-helps-file-health-complaints\/"},"modified":"2015-06-01T19:41:50","modified_gmt":"2015-06-01T19:41:50","slug":"caap-helps-file-health-complaints","status":"publish","type":"post","link":"https:\/\/newscoverage.org\/index.php\/2013\/05\/22\/caap-helps-file-health-complaints\/","title":{"rendered":"CAAP helps file health complaints"},"content":{"rendered":"

By Robin Della Corte<\/b>
www.thesuburban.com<\/a><\/p>\n

The Centre d’assistance et d’accompagnement aux plaintes<\/i> (CAAP) offers services where you can obtain assistance and support needed to file complaints regarding the health network in Laval.<\/p>\n

The service, which began in 1994, is free and bilingual. It aims to establish a quality program where health users can voice their opinion on the services they receive and, if they’re not satisfied, they can file a complaint to improve the services. <\/p>\n

\u201cIt\u2019s essential to have an organization like us,\u201d said CAAP director Jean B\u00e9lair. \u201cIf we weren\u2019t there, I\u2019m pretty sure only ten per cent of all complaints would actually go through, since its not easy to file a complaint.\u201d<\/p>\n

B\u00e9lair explained that this organization doesn’t aim to get workers fired. Rather, it tries to help improve the system and to aid users to file these complaints and support them.<\/p>\n

Every health institution in Laval has a complaint commissioner, who is the one who receives the complaints from CAAP. These commissioners analyze the reports and make recommendations, where they have 45 calendar days to propose and send a recommenda- tion to both the user and the board of directors of the institution.<\/p>\n

\u201cWe\u2019re just a helping hand,\u201d B\u00e9lair said. \u201cOur mission is not to judge, but to listen and help make the process of filing a complaint easier.\u201d<\/p>\n

All complaints must be signed by the user and no group complaints are allowed, each person has to have file their own personal complaint. If a health institution calls asking for a user\u2019s name, the CAAP isn\u2019t obliged to give any information if the user doesn\u2019t agree.<\/p>\n

\u201cPeople are afraid of the consequences from filing a complaint,\u201d B\u00e9lair said. \u201cThey\u2019re always concerned that maybe the health institution won\u2019t service them after the complaint is filed, but this is absolutely incorrect.\u201d <\/p>\n

B\u00e9lair claims that Laval doesn\u2019t receive many complaints, So far this year, 180 complaints have been filed.<\/p>\n

\u201cAs far as we\u2019re concerned, we want to help summarize these complaints,\u201d B\u00e9lair said. \u201cIf a user is taking the time to file a complaint and comes to us, we\u2019re only concerned that someone wasn\u2019t doing their job, since the user is left unsatisfied.\u201d<\/p>\n

B\u00e9lair states that the law is strict and that the CAAP can\u2019t \u201crun after the user to file the complaint. The user must come to [CAAP].\u201d<\/p>\n

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