[et_pb_section bb_built=”1″ admin_label=”section” _builder_version=”3.0.47″][et_pb_row admin_label=”row” _builder_version=”3.0.47″ background_size=”initial” background_position=”top_left” background_repeat=”repeat”][et_pb_column type=”4_4″][et_pb_text admin_label=”Text” _builder_version=”3.0.47″ background_size=”initial” background_position=”top_left” background_repeat=”repeat”]<\/p>\n
A good example of this type of reporting is the report filed by a Salvation Army point of service in March 2017 to raise awareness about a problem in a hospital emergency ward.<\/span><\/p>\n Thomas, a Salvation Army employee, contacted his local CAAP to ask for help filing a complaint against the hospital in question. The Salvation Army clientele are often homeless and have mental health and substance abuse issues.\u00a0As a result, they are often uncooperative at the hospital, even if they require emergency care. Emergency room staff were not well equipped to deal with this type of clientele. They often let patients go without providing them with proper care. Thomas saw this as a form of systemic abuse.<\/span><\/p>\n Salvation Army users are very vulnerable and will not file complaints on their own. Since Thomas had observed how users were treated but had not experienced the situation himself, he didn\u2019t know how to make his concerns known to emergency room officials The CAAP advisor offered to help him report the situation. Together, they documented the experiences reported by the Salvation Army in a report that Thomas submitted to the Service Quality and Complaints Commissioner of the hospital in question.<\/span><\/p>\n \u201cIt got people talking about the issue, identifying behaviours, and recognizing that our clientele is not treated in the same way [as other users]. The CAAP helped us structure our approach, know where we were going, and be more comfortable. We got a quick response because our document was taken seriously. The CAAP gave us credibility. We\u2019d been trying to change things for years.\u201d The Commissioner took the report very seriously and measures are being put in place to improve the relationship between the hospital and the Salvation Army.<\/span><\/p>\n [\/et_pb_text][et_pb_cta title=”Need help with your own complaint?” button_url=”https:\/\/caapca.ca\/en\/make-a-complaint\/” button_text=”Ask the CAAP for help!” _builder_version=”3.0.105″ \/][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":" Users can also report certain situations to the CAAP if they feel that the rights of one or more users have not been respected. Anyone can notify the CAAP of such a situation. If the person wishes, they can remain anonymous. A good example of this type of reporting is the report filed by a […]<\/p>\n","protected":false},"author":1,"featured_media":866,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"
\n<\/span><\/em>– Thomas, Salvation Army case worker<\/span><\/em><\/p><\/blockquote>\nLe CAAP est \u00e9galement l\u00e0 pour proc\u00e9der aux signalements de certaines situations o\u00f9 il est jug\u00e9 que les droits d\u2019un ou de plusieurs usagers ne sont pas respect\u00e9s. Ceci peut \u00eatre fait \u00e0 la demande de toute personne qui l\u2019en avise. Si cette personne le d\u00e9sire, elle peut demeurer anonyme.<\/h2>\r\nUn bel exemple de cas de signalement est celui initi\u00e9 par un point de service de l\u2019Arm\u00e9e du Salut en mars 2017 qui a permis la prise de conscience d\u2019un r\u00e9el probl\u00e8me au sein des services d\u2019urgence d\u2019un centre hospitalier.\r\n\r\nThomas, intervenant \u00e0 l\u2019Arm\u00e9e du Salut, contactait le CAAP de sa r\u00e9gion afin de demander de l\u2019aide dans un processus de plainte \u00e0 l\u2019endroit de cet h\u00f4pital. La client\u00e8le de son organisme vit en situations d\u2019itin\u00e9rance, de troubles de sant\u00e9 mental et d\u2019intoxication. Par cons\u00e9quent, elle se montre souvent peu collaborative \u00e0 l\u2019h\u00f4pital, malgr\u00e9 qu\u2019elle puisse pr\u00e9senter un besoin de soins urgent. Devant cet enjeu, il a \u00e9t\u00e9 observ\u00e9 que le personnel de l\u2019urgence n\u2019\u00e9tait pas bien outill\u00e9 pour intervenir avec ce type de client\u00e8le. Il en r\u00e9sultait tr\u00e8s souvent qu\u2019il la laissait repartir l\u00e0 d\u2019o\u00f9 elle venait sans lui avoir fournis les soins appropri\u00e9s. Thomas y voyait une forme de maltraitance syst\u00e9mique.\r\n\r\nLes usagers de l\u2019Arm\u00e9e du Salut sont des personnes tr\u00e8s vuln\u00e9rables et ne feront pas une plainte par eux-m\u00eames. Comme il ne s\u2019agit pas de son exp\u00e9rience personnelle, mais bien d\u2019une observation quant au traitement de sa client\u00e8le, Thomas ne savait pas comment se faire entendre par les autorit\u00e9s de l\u2019urgence. Le conseiller du CAAP lui proposa son aide dans le cadre d\u2019une d\u00e9marche de signalement. Ensemble, ils ont rassembl\u00e9 les situations rapport\u00e9es par l\u2019Arm\u00e9e du Salut sous forme de rapport qu\u2019il a pu d\u00e9poser au commissariat aux plaintes et \u00e0 la qualit\u00e9 des services de l\u2019h\u00f4pital en question.\r\n
\u00ab\u2009\u00c7a a amen\u00e9 \u00e0 d\u00e9lier les langues et permettre aux gens de s\u2019exprimer sur le sujet, \u00e0 pointer des comportements et \u00e0 reconna\u00eetre qu\u2019en effet, notre client\u00e8le n\u2019est pas trait\u00e9e de la m\u00eame fa\u00e7on [que les autres usagers]. Avec le CAAP, \u00e7a nous a permis d\u2019avoir une structure, de savoir o\u00f9 on s\u2019en va et d\u2019\u00eatre \u00e0 l\u2019aise. Si on a eu une r\u00e9ponse rapide, c\u2019est surtout parce que notre document a \u00e9t\u00e9 pris au s\u00e9rieux. \u00c7a am\u00e8ne de la cr\u00e9dibilit\u00e9. \u00c7a faisait des ann\u00e9es qu\u2019on essayait de changer les choses.\u2009\u00bb\r\n<\/em>\u2013 Thomas, intervenant \u00e0 l\u2019Arm\u00e9e du Salut<\/blockquote>\r\nLa commissaire a consid\u00e9r\u00e9 la demande avec beaucoup de s\u00e9rieux et des mesures sont actuellement mises en place pour am\u00e9liorer la collaboration entre l\u2019h\u00f4pital et l\u2019organisme.","_et_gb_content_width":"","footnotes":""},"categories":[42,46],"tags":[51,11,8,52,12,13],"class_list":["post-643","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles","category-at-the-caap","tag-caap-en","tag-commissariat-aux-plaintes-et-a-la-qualite-des-services","tag-demarche","tag-services-en","tag-signalement","tag-temoignage"],"_links":{"self":[{"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/posts\/643","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/comments?post=643"}],"version-history":[{"count":14,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/posts\/643\/revisions"}],"predecessor-version":[{"id":965,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/posts\/643\/revisions\/965"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/media\/866"}],"wp:attachment":[{"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/media?parent=643"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/categories?post=643"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/caapca.ca\/en\/wp-json\/wp\/v2\/tags?post=643"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}