Complaints Commissioners’ Assistance Function: System Navigator or Queue Jumper?

Authors

  • Maude Laliberté Consultant specializing in Health Ethics and Complaints Process, Montréal, Québec, Canada
  • Julien Brisson Office of the Service Quality and Complaints Commissioner, Integrated Health and Social Services University Network for West-Central Montreal (CIUSSS); Bioethics Program, Department of Social and Preventive Medicine, School of Public Health, Université de Montréal, Montréal, Québec, Canada https://orcid.org/0000-0001-5106-3122
  • Marie-Eve Lemoine Office of the Service Quality and Complaints Commissioner, Integrated Health and Social Services University Network for West-Central Montreal (CIUSSS); Bioethics Program, Department of Social and Preventive Medicine, School of Public Health, Université de Montréal, Montréal, Québec, Canada https://orcid.org/0000-0003-3780-0864
  • Jean-Philippe Payment Office of the Service Quality and Complaints Commissioner, Integrated Health and Social Services University Network for West-Central Montreal (CIUSSS), Montréal, Québec, Canada
  • Emilie Blackburn Office of the Service Quality and Complaints Commissioner, Integrated Health and Social Services University Network for West-Central Montreal (CIUSSS), Montréal, Québec, Canada https://orcid.org/0000-0002-6396-9551

DOI:

https://doi.org/10.7202/1092957ar

Keywords:

complaints, ombudsman, assistance, quality of healthcare, equity

Language(s):

English

Abstract

This commentary invites reflection on the positive and negative outcomes of “assistances” provided by a Complaints Commissioner. While the goal of an assistance is to help the user navigate the health system, a lack of clarity and understanding of the process can lead to the user obtaining undue privileges.  We suggest three key values to guide the equitable conduct of assistances and we suggest a mixed method research methodology to document the positive and negative impacts of assistances.

(c) Han Han Li

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Published

2022-10-17

How to Cite

[1]
Laliberté M, Brisson J, Lemoine M-E, Payment J-P, Blackburn E. Complaints Commissioners’ Assistance Function: System Navigator or Queue Jumper?. Can. J. Bioeth 2022;5:52-5. https://doi.org/10.7202/1092957ar.

Issue

Vol. 5 No. 3 (2022): Ethics and the Handling of Complaints

Section

Critical commentaries

License

Copyright (c) 2022 Maude Laliberté, Julien Brisson, Marie-Eve Lemoine, Jean-Philippe Payment, Emilie Blackburn

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

The Canadian Journal of Bioethics applies the Creative Commons Attribution 4.0 International License to all its publications. Authors therefore retain copyright of their publication, e.g., they can reuse their publication, link to it on their home page or institutional website, deposit a PDF in a public repository. However, the authors allow anyone to download, reuse, reprint, modify, distribute, and/or copy their publication, so long as the original authors and source are cited.

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