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Intervention reports are produced only for the health and social services sector, in accordance with the Act respecting the Health and Social Services Ombudsman, which authorizes the Québec Ombudsman to intervene of its own initiative if it believes a person or group of people has been or may likely be wronged by an act or omission:
The Québec Ombudsman:
The Québec Ombudsman decided to intervene, following reports by users of ophthalmology services in the Laurentides region.
The organization of services provided at the Institut de l’œil des Laurentides (IOL) under agreements for professional services with the Centre de santé et de services sociaux (CSSS) de Saint-Jérôme and the Agence de la santé et des services sociaux des Laurentides (Agence), allegedly had an impact on respect for users' rights.
Dissatisfied users complained of confusion in the billing of fees for services provided and in the information transmitted to them, particularly regarding the days when services are provided free of charge and days when they are billed.
After its investigation, the Québec Ombudsman concluded that the implementation of these agreements for professional services in ophthalmology had negative impacts on the users' rights to be informed adequately, to give free and enlightened consent, and to have access to free services.
It therefore made several recommendations regarding CSSS de Saint-Jérôme, the Agence and the Ministère de la Santé et Services sociaux, while inviting the IOL (over which it has no jurisdiction), to cooperate in the implementation of the recommendations made.
In August 2012, the Québec Ombudsman received two complaints in succession concerning the transfer, by Centre de santé et de services sociaux (CSSS) de Thérèse-De Blainville, of elderly persons suffering loss of autonomy, waiting for a place in a CHSLD, to private seniors’ residences, specifically Le Manoir L’Amitié n’a pas d’âge and Résidence Le Boisé Ste-Thérèse.
The two complaints questioned the appropriateness of transferring users to these private residences, particularly regarding their capacity to provide living environments adapted to the users’ specific needs and to guarantee the users’ safety. The complaints also indicated that, following their transfer, the users concerned received inadequate care and services.
The Québec Ombudsman made the decision to conduct an investigation of the practices of CSSS de Thérèse-De Blainville in transferring elderly persons suffering loss of autonomy, waiting for a place in a CHSLD, to private seniors’ residences.
In the course of the investigation, the Québec Ombudsman was informed that the agreements made by CSSS de Thérèse-De Blainville with the two private residences concerned ended in January 2013.
Further to its investigation, the Québec Ombudsman is not issuing any recommendation, because it finds that the private residences chosen by CSSS de Thérèse-De Blainville to transfer the users were safe and capable of adequately meeting the users’ needs. Moreover, it appears that the CSSS did the necessary follow-up to ensure the safety of the users transferred and the quality of the care and services that were provided to them.
On January 15, 2013, the Québec Ombudsman received information that users hospitalized in the psychiatric units of Hôpital Pierre Janet and Hôpital de Gatineau, both institutions under the authority of CSSS de Gatineau, were required to take time-outs in their rooms for long periods, without being able to leave, even though the door was open.
The Québec Ombudsman considered that it had reasonable grounds to intervene in order to verify whether the practice in these two hospitals of requiring users to take time-outs in their rooms was in compliance with the standards in force.
At the outcome of its investigation, the Québec Ombudsman concluded that, in some cases, the caregiving teams had not considered time-outs in the user’s room to be control measures, even though they should have considered them on this basis.
Following the Québec Ombudsman’s conclusions CSSS de Gatineau committed to review the policy and the procedures in order to include the practice of time-out in the user’s room as a control measure and to train the teams concerned.
In May 2011, the Québec Ombudsman received a report concerning the quality of care and services provided at Centre d'hébergement et de soins de longue durée Saint-Lambert-sur-le-Golf. When the investigation was completed, it made recommendations to the residential and long-term care facility notably aimed at:
The institution informed the Québec Ombudsman that its recommendations had been approved and were in the process of being implemented.
In June 2012, the Québec Ombudsman received a report concerning Ressource intermédiaire de la Montagne, which had opened on May 28, 2012. According to the report, the facility was ill-prepared to admit the residents when it opened. The report denounced:
The investigation showed that the quality of the living environment was affected by the fact that amenities were basic at best and there were no recreational and social activities. Furthermore, there was some confusion as to the respective roles of the CSSS and Ressource.
The Québec Ombudsman made recommendations to Ressource and the CSSS aimed at solving these problems. They informed the Québec Ombudsman that its recommendations have been approved and were being implemented.