The Québec Ombudsman recommended canceling the invoice for the double room; agreed the institution. The investigation by the Québec Ombudsman showed that the information given to the person was incorrect.
Service requests received
Closed service requests
Closed requests for assistance, complaints and reports
The number of justified complaints also increased, namely by almost 40.0% compared to last year and by 44.0% compared to the average of the last three years. Type of completion Compared to last year Compared to the average of the last 3 years. In the case of health and social services, the total number of completed applications increased by 13.1% compared to last year, but compared to the average of the last three years, it decreased by 10.0% (20 applications).
Type of completion Compared to last year Compared to the average of the last 3 years Requests for help Less by 2 requests* Less by 1 request*. Number of substantiated complaints and reports / (Number of substantiated complaints and reports) + (Number of unfounded complaints and reports). The proportion of well-founded complaints from public services slightly increased compared to last year (by 0.4 percentage points).
In terms of health and social services, the proportion of substantiated complaints and reports has increased by 2.3 percentage points compared to last year and by 7.3 percentage points compared to 2013-2014. In public services (excluding correctional services), waiting times, failures with financial impact and non-respect of citizens' rights accounted for 78.4% of substantiated complaints. Waiting times, which ranked first for the reasons for complaints, made 275 substantiated complaints this year, 8 less than last year.
La Commission des normes, de l'égalité, de la santé et de la sécurité au travail a généré le plus grand nombre de plaintes fondées concernant les délais d'attente (61 plaintes). Par contre, les délais d'attente représentent 88,9 % (24 sur 27) des plaintes documentées auprès de la Régie du logement. Dans cette catégorie, l'Agence du Revenu du Québec (86 plaintes), la Commission des Normes, de l'Equité, de la Santé et de la Sécurité du Travail (46 plaintes) et la Société de l'assurance automobile du Québec (37 plaintes) signées représentent plus de 78,2% du nombre total de plaintes fondées.
Les deux tiers des plaintes vérifiées dans cette catégorie (68,4 %) concernaient les organismes suivants : Société de l'assurance automobile du Québec (40 plaintes), ministère du Travail, de l'Emploi et de la Solidarité sociale (37 plaintes), la Commission des normes, de l'égalité, de la santé et de la sécurité au travail (34 plaintes) et l'Agence du Québec du Québec (19 plaintes). Concernant les plaintes contre les services correctionnels (Ministère de la Sécurité publique et Commission québécoise des Libérations Paroles), les « délais d'attente » sont la catégorie dans laquelle le nombre de plaintes fondées était le plus élevé, avec plus d'une plainte sur deux (55,6 %). en cours de validation. Les délais d'attente arrivent en deuxième position parmi les motifs avérés les plus fréquents, avec une augmentation de 4,4 points par rapport à l'année dernière.
Source of requests for assistance, complaints and reports
While the provision of services in the public service sector is divided into administrative regions, that of the health and social services network is divided into health and social regions. Institutions within a given health and social services region are responsible for the services provided to citizens according to an official definition established by the Ministry of Health and Social Services. Proportion of closed claims for health and social services/Percentage of population by health and social service regions.
Regional statistics for the health and social services sector are based on data corresponding to the address of the institution to which the request relates. Apart from the Montérégie region, which is underrepresented, and the Montréal region, which is overrepresented, the number of requests regarding institutions within the health and social services network was relatively proportional to the population of the regions served.
Monitoring of corrective measures
PROFILE OF REQUESTS FOR ASSISTANCE, COMPLAINTS AND REPORTS BY AGENCY AND BY MISSION OR PROGRAM.
Profile of requests for assistance, complaints and reports by body
Total: Commission on norms, de l'équité, de la santé et de la sécurité du travail. The number of service requests processed in a year (and thus the number of closed requests) does not necessarily correspond to the service number. The percentage of substantiated complaints was relatively high, at 52.1%.18 Even the Local Community Service Centers (LCS) were subject to several requests.
It is important to note that the Québec Ombudsman's options for action are more limited in this sector. In fact, it does not have the power to change a decision of the Court of Québec (Youth Division) and it cannot question the clinical decisions of the Directorate of Youth Protection (DPJ) regarding the evaluation of a report. The number of service requests processed in a year (and thus the number of closed requests) does not necessarily correspond to the number of service requests received.
In fact, investigations of previously received service requests at the beginning of each year are still being processed. The following equation is used to calculate the percentage of justified complaints: Number of justified complaints / (Number of. This year, physical health, service support, troubled youth and support for elderly self-governance were the programs where the largest number of closed complaints and There were received requests for assistance (73.9%).
The physical health program was responsible for 57.7%22 of the justified complaints, which was above the average for the programs. In addition, the Elderly Autonomy Support Program, which has been relatively stable in terms of the number of closed complaints, saw a higher share of substantiated complaints this year, at 51.1%, compared to an average of 40.0% in the previous three years. With the fewest number of closed complaints (56), the complaints investigation procedure had a high number of justified complaints (87.2%).
Regarding the troubled youth program, the percentage of substantiated complaints has almost doubled compared to the average over the last three years (18.2% and 9.2% respectively), even though the scope of the Québec Ombudsman's action is more limited with regard to this program (see the explanation in section 6.3).
A sector outside the Québec Ombudsman’s jurisdiction
QUÉBEC OMBUDSMAN'S ASSESSMENT IN 2015-2016 WILL monitor the implementation of the work plan developed by the Ministère de la Famille to establish an appeal to the Tribunal administratif du Québec. QUÉBEC OMBUDSMAN'S ASSESSMENT IN 2016-2017 DISSATISFIED with the time it is taking to begin amending the Educational Child Care Act to allow for the requested appeal to the Tribunal administratif du Québec. QUÉBEC OMBUDSMAN'S ASSESSMENT IN 2015-2016 DISSATISFIED that the Department did not take any steps to improve the situation in 2015-2016.
THE QUÉBEC OMBUDSMAN'S ASSESSMENT IN 2016-2017 WILL MONITOR the ongoing work regarding the transfer of responsibility to the Ministère de la Santé et des Services sociaux for health services provided in penal centres. QUÉBEC OMBUDSMAN'S ASSESSMENT IN 2015-2016 DISSATISFACTION with the inaction of the Ministry and the Commission québécoise des libérations conditionnelles in this regard. THE QUÉBEC OMBUDSMAN'S ASSESSMENT IN 2016-2017 WILL MONITOR the preliminary results of the research project Accès au droit et à la justice involving the Ministry and the Commission, particularly regarding the exemption phenomenon.
QUEBEC OMBUDSMAN'S ASSESSMENT IN 2015-2016 DISSATISFIED with the inadequacy of the measures taken to resolve this problem. ASSESSMENT BY THE QUEBEC OMBUDSMAN IN 2015-2016 DISSATISFIED with the lack of follow-up as the problem of long waiting times at the Regie du Logement persists. QUEBEC OMBUDSMAN REVIEW IN 2015-2016 DISSATISFIED with the department's refusal to produce a standardized data collection tool.
QUEBEC OMBUDSMAN ASSESSMENT IN 2016-2017 DISSATISFIED with the Department's slowness to identify mandatory accountability indicators for the use of control tools by institutions. 2016-2017 QUEBEC ADVOCATE EVALUATION DISSATISFIED that the intellectual disability service offering was not yet available as of March 31, 2017. QUEBEC ADVOCATE EVALUATION 2015-2015 MONITOR20 guidelines planned support for delivery of the house June6.
QUÉBEC OMBUDSMAN'S ASSESSMENT IN 2016-2017 WAS DISSATISFIED that the home support guidelines planned for June 2016 were still not in circulation as of March 31, 2017. QUÉBEC OMBUDSMAN'S RECOMMENDATION REGARDING THE SLATE FOR SERVICE, DS IS COMPLEX. RECOMMENDATION OF THE QUÉBEC OMBUDSMAN REGARDING THE ADAPTATION OF LONG-TERM HOUSING RESOURCES TO THE EXPECTATIONS AND NEEDS OF THE ELDERLY WITH GREATLY REDUCED AUTONOMY.
