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Satisfaction and quality of services

Satisfaction and quality of services

Satisfied with our services

The quality of services at our hospital and enforcement of user rights are important to us. Shriners Hospitals for Children ― Canada relies on a skilled and dedicated team that has your satisfaction at heart at all times.

If you are satisfied with the care and services you received, please let us know. We are always happy to receive feedback. Our employees appreciate your comments.

To send us your comments, thanks, suggestions or congratulations, please download, complete and submit the Thank You Form by email monsatisfaction@shrinenet.org or mail to:

Directorate of Quality, Evaluation, Performance and Ethics
Shriners Hospital for Children — Canada
1003, boul. Décarie
Montréal (Québec) H4A 0A9 Canada

Unsatisfied with our services

We pride ourselves on providing safe and efficient care to our patients and families, which is why your concerns are important to us. It may happen that you are not satisfied with the services you received or that you should have received.

Expressing your dissatisfaction can be beneficial for us, as you can help us improve the quality of our services. We encourage you to let us know about anything that might help us improve our communications and delivery of service.

A complaint can be verbal or written. To make a written complaint, please download, complete and submit the Complaints Form by email monsatisfaction@shrinenet.org or mail to:

Directorate of Quality, Evaluation, Performance and Ethics
Shriners Hospital for Children — Canada
1003, boul. Décarie
Montréal (Québec) H4A 0A9 Canada

Local number: 514-282-7186
Toll-free number: 1-800-361-7256, ext. 7186

The offices are open Monday through Friday, 8 a.m. ̶ 12 p.m. and 1̶ 4 p.m.

Assistance

If you need help formulating your complaint, the Centre d’assistance et d’accompagnement aux plaints de l'Île de Montréal (CAAP) can assist you.

The Centre d'assistance et d'accompagnement aux plaintes de l'Île de Montréal is an organization mandated by the Health and Social Services Minister to assist and support users not satisfied with the services provided by the Health and Social Services network institutions located on the Island of Montreal. The services are free and confidential.

CAAP-Ile de Montréal
7333 St-Denis
Montreal (Québec) H2R 2E5 Canada

Toll-free telephone: 1-877-767-2227
Local number: 514-861-5998
Fax: 514-861-5998
Email: info@caapidm.ca

When your complaint is received, the Commissioner will do an initial review. Any complaint found to be frivolous or vexatious (made simply to harass someone) or made in bad faith, will be automatically dismissed.

If your complaint is considered valid, you will get an acknowledgement. Your complaint will then be diligently reviewed. The findings of the review will be sent to you within 45 days from the date you filed the complaint. The Commissioner may need more time to complete the review. You will be informed if this is the case.

If you disagree with the Commissioner’s findings or if you have not received a response within 45 days, as a last resort you can contact the Québec Ombudsman, who may conduct a new review of your complaint.

Quebec Ombudsman
525, boul. René-Lévesque Est, Office 1.25
Québec (Québec) G1R 5Y4 Canada

Toll-free telephone: 1-800-463-5070
Toll-free fax: 1-866-902-7130
Email: protecteur@protecteurducitoyen.qc.ca
Website

For more information see the By-Law Governing the Complaint Examination Procedure at Shriners Hospitals for Children ― Canada.

Consult the MSSS brochure: The Complaint Examination System.