Want better health care? Then complain when it falls short, says Maude Laliberté, the new Ombudsman for CIUSSS West-Central Montreal. She believes complaints aren’t necessarily negative, since they shine a much-needed light on areas that need improvement
The JGH made national healthcare history in February 1973 with the appointment of Kathleen Margaret (“Peggy”) Lahaie as what is believed to be the first patient representative (ombudsman) in a Canadian hospital.
A complaint about an adverse incident, no matter how regrettable, can potentially be transformed into an instrument of change that leads to improvements in health care and social services, says the new Ombudsman for CIUSSS West-Central Montreal.
It seemed almost like a scene out of a suspense film—except that for Shirley Freedman Rapoport, her feelings of insecurity, isolation and vulnerability were frighteningly real.