Health and social service network complaint submission now more accessible to Anglophone users

Sophie Demers

The Fédération des Centres d'assistance et d'accompagnement aux plaintes (FCAAP) announced the official launch of a video clip that will aid Quebec Anglophones to understand the services they provide. The video, entitled “What the CAAP can do for you?” was produced in collaboration with the Community Health and Social Services Network (CHSSN). The video was unveiled at the building together symposium organized by the CHSSN in Quebec City.

“This video clip is for Quebec Anglophones. Its objective is to better inform them about the support that CAAP can offer to help them enforce their rights, as users of the health and social services network (HSN) or as tenants in private residences for seniors (RPP),” said Nathalie Dubois, Executive Director of the FCAAP.

The CHSSN also supported FCAAP in translating their website and important documents to English for Anglophone residents.

“It is important for English-speaking people to be aware of CAAP services. This video should help create an important awareness on this subject,” said Jennifer Johnson, Executive Director of the CHSSN. “A fundamental tool to improve access to health and social services is the complaints process.”

FCAAP brings together all the Centres d'assistance et d'accompagnement aux plaintes (CAAP) in Quebec. They represent CAAP members with other political, financial, and administrative organizations and support them in their mission. CAAPs are regional community organizations mandated to assist and accompany users of the Health and Social services network who submit a complaint about services they have received. They also assist people living in private residences for seniors. CAAP is available for residents in all regions of Quebec and its services are confidential and free.

CAAP counselors can help residents identify the problem, inform them of their rights and obligations and present various solutions available. They can also assist or accompany residents in any process, such as preparing for meetings with organizations or services.

“This translation and video clip is important because Anglophones are much less likely to complain about the services they receive, due to the language barrier,” said Johnson. “We will continue to support the FCAAP in their initiatives to make their services known to the larger community. Their services are the best way to make changes at the local level in the health and social services network.”

CHSSN’s mission is to improve access to English Language Health and Social services. One of the ways they achieve this is to support organizations in making their services accessible to Anglophones.

Citizens looking for support in filing a complaint can reach the regional CAAP by calling 1-877-767-2227.


Photo credit: Courtesy of Fédération des Centres d'assistance et d'accompagnement aux plaintes (FCAAP).

Photo caption: Screenshot of part of the video clip used to inform Anglophone health and social services users.