Notre Dame Des Secours - Patients - - Your Opinion

Your feedback is valuable to NDS.

You are invited to provide feedback about the care you received during your stay.

Complaints and suggestions from patients

OBJECTIVES

  • allow anyone (patient, visitor or other) to voice their discontent and give their opinion in order to improve services or warn against an existing or potential threat
  • find means to improve patient care and the quality and security of services.

POLICY

Each person within NDS is entitled to express their opinion regarding another person or a service offered, or to draw attention to a threat. This calls for filling in a form.

Various types of forms are used to assess patient satisfaction:

PROCEDURE

  • the filled in forms are put in the boxes located in the various departments
  • in case of an emergency situation that requires immediate intervention, the form may be directly submitted to the Quality Office
  • the Quality Office follows up on complaints of all types
  • the Quality Office employee fills in the complaints register
  • the Quality Office employee sends the complaints received to the concerned divisions and departments and asks for explanations or for due action to be taken
  • the Quality Office will call the claimer in order to obtain additional information
  • once the complaints are answered, the register is completed and quality improvement will have come full circle
  • the patient receives an answer to their complaints
  • if the patient expresses thanks, they shall receive a thank-you phone call
  • all complaints requiring remedial action are recorded in the register
  • each complaint is sent to the concerned director and to the general director
  • bi-monthly reports of complaints and suggestions are drafted and sent to the General Administration
  • annual analyses are held and constitute an important means of improving patients’ quality and safety. 

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