Shawville session empowers patients to speak up
Dale Shutt
Local Journalism Initiative
Published in the Pontiac Journal on May 21, 2025.
SHAWVILLE – Do you know your rights when it comes to health and social services in the Outaouais? Your right to access services, receive clear information, participate in decisions, and, if necessary, file a complaint when treated unfairly or abusively?
On May 15, at St. Paul’s Anglican Church in Shawville, the Connexions Resource Centre hosted a presentation by a representative from the Complaint Assistance and Accompaniment Centre (CAAP), outlining the services available to users of CLSCs and hospitals in Quebec.
Collette Paré, a complaint advisor with CAAP, explained the organization’s mandate: to help users understand their rights regarding health and social services and to support those who wish to file a complaint against an institution, facility, employee, or professional in the region. Upon request, an advisor can help draft the complaint and provide support throughout the process.
Paré outlined common types of complaints, including difficulty accessing services, lack of follow-up, poor service quality, staff behaviour and attitude, and billing” for hospital or ambulance services. CAAP also assists with complaints of physical or psychological abuse.
Navigating the health care system can be overwhelming, especially when you feel mistreated. Filing a formal complaint can seem just as intimidating. During her talk, Paré reassured attendees: “CAAP advisors are there to help. It is your right to complain, and more importantly, complaints help maintain and improve service quality.”
For more information, visit: www.caap-outaouais.ca.
