Our goal:
for your voice to be heard
Our services
All our services are free and confidential. Under no circumstances, can we charge you for our services, even if travelling is required. We also offer bilingual services which are available to everyone.
What we can do for you:
- keyboard_arrow_rightListen to you and support you throughout the procedure;
- keyboard_arrow_rightInform you on your rights, on the complaint process and the procedures to follow;
- keyboard_arrow_rightHelp you to clarify the situation, your grounds for complaint and your expectations;
- keyboard_arrow_rightHelp you planning ahead the entire process;
- keyboard_arrow_rightAssist you in the writing of your complaint;
- keyboard_arrow_rightPrepare documents that will be useful to you;
- keyboard_arrow_rightAccompany you during different meetings with the person in charge of processing your complaint;
- keyboard_arrow_rightEnsure the follow-up of your file.
Our MANDATE AND values
Our MANDATE
At the CAAP-Laval, our mandate is to provide assistance to every person who requests our help in filing a complaint against the health care network. Our mandate is based on sections 76.6 and 76.7 of the An Act respecting health services and social services (L.R.Q., c. S-42.).
SEE OUR MANDATE IN MORE DETAILOur values
- keyboard_arrow_rightRespect for individuals, their values and beliefs, their autonomy, and their choices
- keyboard_arrow_rightOpen-mindedness
- keyboard_arrow_rightConsideration, politeness, and courtesy towards others
- keyboard_arrow_rightEasy access to our services
- keyboard_arrow_rightConfidentiality
- keyboard_arrow_rightContinued concern for the quality of our services
- keyboard_arrow_rightA qualified team
- keyboard_arrow_rightOngoing training for our personnel
- keyboard_arrow_rightBiased in favour of our users
- keyboard_arrow_rightInterventions within the scope of our mandate and in accordance with the roles and responsibilities of other resources
- keyboard_arrow_rightBilingual services