The administrators of the Québec Ombudsman are responsible for the accuracy, completeness and publication of the data. 36 Almost half of the Quebec Ombudsman's interventions with the CSST concerned long wait times or delays.
SUBSTANTIATED COMPLAINTS
AN EIGHT-SIDED PROFILE
Waiting times are the number one reason for the number of justified complaints in relation to the public service, and the third in relation to health and social services. In health and social services, the Quebec ombudsman often deplored wait times in emergency rooms.
PUBLIC SERVICE
The Québec Ombudsman discovers in the CSST an administrative inflexibility born of the following cases. The Québec Ombudsman has questions about the effect of fees and differences on students. THE QUÉBEC OMBUDSMAN'S RESPONSE TO THE PROVISIONS TO AMEND THE INDIVIDUAL AND FAMILY PETS REGULATION.
In preparing the 2013 call for proposals, the Ministry partially took into account the recommendations of the Ombudsman of Québec.
REPORT OF THE CORRECTIONAL OMBUDSMAN OF QUÉBEC
The results of an intervention by the Quebec Ombudsman following a complaint often have a collective impact. In 2011, the Ministère de la Sécurité publique published a portrait of women in custody in Quebec's correctional network3. In January 2013, the Québec Ombudsman made an urgent visit to the women's sector and to
The situation has been resolved to the satisfaction of the Ombudsman of Québec and is regularly monitored. The Quebec Ombudsman is satisfied with these commitments and is closely monitoring the situation given the importance of the program. The Quebec Ombudsman is very concerned about the steady increase in the number of detainees who sign a parole waiver form.
After the intervention of the Québec Ombudsman, the director of the facility promised not to transfer this detainee again, except for an appearance in court. The Québec Ombudsman contacted the Ministry of Justice to request that the situation be rectified immediately. Services for vulnerable people were the most frequently reported to the Québec Ombudsman.
THE MINISTÈRE DE LA SANTÉ ET DES SERVICES SOCIAUX AND ITS SERVICE NETWORK
The Québec ombudsman believes that the nurse who was hit by the attack had the right to call the police. The Québec Ombudsman made a recommendation in this regard to the institution, which agreed to act on it. The Québec Ombudsman believes that the total waiting times (on stretchers and outpatients) should be calculated for each hospital center in Québec.
The Department informed the Québec Ombudsman that it intends to create a common emergency database by the end of 2013. The Québec Ombudsman recommended that the hospital ensure that its staff now use this scale when assessing patients in the emergency room. A summary of the Québec Ombudsman's intervention can be found in the chapter entitled Parliamentary Watch Report, on page 122.
The number of complaints received by the Québec Ombudsman in 2012-2013 regarding home support services is down compared to 2011-2012. In the Québec Ombudsman published a report entitled Is home support always the option of choice. This chapter covers the systemic interventions carried out by the Québec Ombudsman and their follow-up during 2012-2013.
REPORT ON SYSTEMIC INTERVENTIONS
During his intervention, the Québec Ombudsman identified a major problem: the detection and management of asbestos in buildings. This draft, which is also mentioned in the policy, was not yet ready when the Québec Ombudsman intervened. The Québec Ombudsman believes that these changes will significantly enhance asbestos safety under the policy.
A report entitled Report on the Organization of Emergency Services for Off-Road Accidents was published in the Québec Ombudsman. FOLLOW-UP TO THE QUEBEC OMBUDSMAN'S SPECIAL REPORT ON PUBLIC SERVICES FOR CHILDREN WITH PERVASIVE DEVELOPMENTAL DISORDERS. FOLLOW-UP TO THE QUEBEC OMBUDSMAN'S SPECIAL REPORT ON SERVICES FOR YOUNG PEOPLE AND ADULTS WITH PERVASIVE DEVELOPMENTAL DISORDERS.
Not long after the publication of the Quebec Ombudsman's report, the Ministère de la Santé et des Services sociaux allocated significant resources to tackle issues of particular concern. The Ministère de la Santé et des Services sociaux submitted the three work plans with timetables required in the Québec Ombudsman's report. In the opinion of the Québec Ombudsman, stronger cross-sector efforts are essential to ensure concrete, lasting improvements.
PARLIAMENTARY WATCH REPORT
The last section of the table reports on the continuation of the parliamentary observation carried out since 2008-2009. While the Ombudsperson fully endorsed the intent of the draft law to improve highway safety, she made a number of recommendations to the Committee on Transport and the Environment regarding certain aspects of the draft law. R1: To amend the first paragraph of section 16 of the bill to provide that the entry in the register serves to prove the presence of signs or signals;.
The Ombudsman was also concerned that the study of the draft law would be carried out without knowledge of the parameters of the inspection programme. R1: That the elements [regarding situations qualifying for SARPA services and conditions that must be met, the types of situations in which SARPA could, without parental consent, conduct accuracy checks on individuals, departments and organizations of information or documents provided for this purpose of child support recalculation, and the cases and conditions under which a retroactive SARPA recalculation could apply] are included in the statutory text of the bill rather than in an authorizing regulation. The Ombudsman considered that the preparation of a scheme was crucial to the effectiveness of the investigative process.
R1: That section 3 of the bill be amended so that it does not limit payment to crime scene clean-up costs exclusively in the event of death. The Ombudsperson was of the opinion that exemptions from certain sections of the regulation for residences with limited capacity (less than six people) could cause a new breach in the protection afforded to the elderly through certification. R12: That the operator is required to submit the register kept under section 57 of the regulation to the health and social services agency annually.
RESULTS IN FIGURES
- REQUESTS FOR SERVICE RECEIVED
- CLOSED REQUESTS FOR SERVICE
- COMPLAINTS AND REPORTS CLOSED FOLLOWING AN INVESTIGATION
- SOURCE OF COMPLAINTS AND REPORTS CLOSED FOLLOWING AN INVESTIGATION 1 Source of closed complaints for the public service, by administrative region of applicant
- MONITORING OF CORRECTIVE MEASURES
- PROFILE OF COMPLAINTS AND REPORTS BY GOVERNMENT DEPARTMENT, PUBLIC AGENCY, MISSION OR SERVICE PROGRAM
- A SECTOR NOT UNDER THE QUÉBEC OMBUDSMAN’S JURISDICTION BUT FOR WHICH REQUESTS FOR SERVICE RAISE CONCERNS
This chapter presents statistics on the actions of the Ombudsman in Québec under the two pieces of legislation that govern it, namely the Public Ombudsman Act and the Health and Social Services Ombudsman Act. In the health and social services sector, the Québec ombudsman is usually another type of out-of-court remedy for users who are dissatisfied with the decisions of local or regional service quality and complaints commissioners. This slight increase is largely due to a 1.7% increase in requests related to government departments, public agencies, and health and social services authorities under the jurisdiction of the Québec Ombudsman.
Within substantiated public service complaints, complaints increased by 2.3 percentage points, while substantiated health and social complaints and reports fell by 5.7 percentage points compared to last year's figures. While service provision in the public service sector is coordinated at the provincial level, in the health and social services sector it is administered at the regional level. Québec is divided into a number of health and social service regions under the auspices of the Ministère de la Santé et des Services sociaux, and these regions are responsible for the services they provide to citizens.
Share of closed complaints and notifications for health and social services/Share of population. 174 of the 294, or 59.2%, of the institutions and agencies in the health and social services network under its jurisdiction. AN SECTOR WHICH IS NOT UNDER THE JURISDICTION OF THE QUEBEC OMBUDSMAN, BUT WHICH RELATES TO SERVICE REQUESTS, REQUESTS FOR SERVICE ARE CONCERNS.
FOLLOW-UP TO RECOMMENDATIONS IN THE QUÉBEC OMBUDSMAN’S
ANNUAL REPORTS
WILL MONITOR the effect of the measures to reduce the backlog by June 2012. Dissatisfied with the delays caused by the creation of a new task force following the Ministry's decision not to accept the recommendations of the previous committee established in 2010 .WILL MONITOR the effect of the measures to manage caseload and reduce backlog.
WILL MONITOR the results of the work of the new inspectors appointed by the Ministry and the quality assessment visits to be carried out in the coming year. WILL MONITOR the work of the team of experts formed by the Ministère de la Santé et des Sociale Diensten. WILL MONITOR the work of the expert team and the guidelines to be submitted by the Department by the end of June 2013.
WILL MONITOR whether the Department is on schedule, particularly with regard to the publication of revised guidelines in the fall of 2013. WILL MONITOR the review of training programs for members of boards of directors regarding monitoring the use of restraints within institutions Theirs. SATISFIED with the training provided to support the members of the governing boards of the institutions.
SUMMARY OF RECOMMENDATIONS IN THE 2012-2013 ANNUAL REPORT
Revise its practice so that applicants who are refused admission to the Registry no longer have to pay the full fees currently set out in the Regulation. THE QUÉBEC OMBUDSMAN'S RECOMMENDATION FOR QUALITY OF CARE AND SERVICES FOR PEOPLE TEMPORARILY HOUSED IN PRIVATE HOMES. WHEREAS those efforts to reduce overcrowding in hospital emergency rooms are putting great pressure on public institutions and regional agencies to increasingly use temporary accommodation in private homes;.
While the deficiencies in the quality of care and services provided to residents temporarily placed in private homes according to service agreements with public institutions; Given the lack of clear guidelines on the quality standards expected of private houses in relation to their response to the needs of transferred users as part of these agreements, and given the different levels of involvement of public institutions in the control of quality in private homes; Take steps to ensure that residents housed under site purchase agreements receive care and services consistent with their needs assessment.
The Quebec Ombudsman requests that the Ministry of Santé et des Services Sociaux inform the Ombudsman of the measures taken to comply with this recommendation. While rerouting arrangements for users with an acuity level of 4 or 5 is a measure favored by the Department to help reduce emergency congestion;. While the Department's national emergency Directorate was unable to tell the Québec Ombudsman how many institutions have signed a referral agreement with a family medicine group or a network clinic;.