Improving Services

How to use the Health and Social Services Complaint Examination System
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Health and Social Services

We all need health and social services at one time or another. When we are sick or in need, we want to be seen, treated and assisted with respect and competence. These are legitimate expectations.

In most cases, users are satisfied with the services they receive. However, some services may occasionally be found wanting. You may be dissatisfied with the services you have received, or feel that your rights have been slighted. Often, simply discussing the matter openly with those concerned is enough to solve the problem.

You can also use the complaint examination system provided for by law. It is a normal way to express dissatisfaction and find a solution. The fist step is to file a complaint with the service quality commissioner of the institution or regional board responsible for the service in question. If you are dissatisfied with outcome, you may request that your complaint be re-examined, this time by the Health and Social Services Ombudsman.

The complaint examination system can help you solve the problem you face. By using this system you will help improve services, not just for yourself, but also for your family and friends, and for users in general.

We hope this webpage will answer any question you may have about using health and social services complaint examination system.

What legal rights do users have?

As a user, the Act with respect to Health Services and Social Services gives you a number of specific rights, in particular the right:

  • to be informed about existing services and how to obtain them;
  • to be informed about your state of health, the various options open to you and their consequences;
  • to choose the professional from whom, or the institution from which you will receive services;1
  • to participate in the decisions concerning you;
  • to accept or refuse care;
  • to be accompanied or assisted when you seek information about services;
  • to receive ongoing and personalized services that are scientifically, humanly and socially appropriate;2
  • to receive care in an emergency;
  • if you are an English-speaking person, to receive services in you language, according to the service access program in your region;
  • to have access to your record.

The Health and Social Services Ombudsman shall, by any appropriate means, see to it that users are respected and that their rights, as defined in the Act with respect to health services and social services and in any other Act, are enforced


1 & 2: Taking into account the organization of institutions and the availability of resources

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