MONTREAL – There are more complaints being submitted by patients at Lakeshore General Hospital in Pointe-Claire now than during the last five years.
However, according to hospital spokesperson Claire Roy, it’s actually a good thing.
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She pointed out the hospital is purposely encouraging people to come forward with their concerns — and insisted the results speak for themselves.
From 2014 to 2015, there were 71 more complaints, from 95 to 166, resulting in a 75 per cent increase since 2010.
“It’s not such a great increase, but the most important thing is that we are happy about this news because we encourage people to speak,” Roy told Global News.
“It’s the only way, and it’s really essential for continuous improvement.”
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Issues of accessibility to services quadrupled between 2010 and 2015, from 14 to 61 reported incidents.
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Patient care issues have decreased by 38 per cent from 32 to 20 since 2010, something Roy said proves things are actually improving at the hospital.
“The Service Quality and Complaint Commissioner has been walking around, meeting with the teams,” she said.
“Just to make sure people would know that she’s there for every comment and complaint.”
The commission has been in place since 2002, and the officers were moved from the fifth to the ground floor, next to the reception desk.
“Just to make herself visible, to make sure that everyone who would have a comment or a complaint would be able to do so,” said Roy.