At Jeffery Hale, we are committed
to service quality

When it comes to your health, you deserve quality care. At Jeffery Hale, we are dedicated to offering relevant, safe, high-quality services in a caring manner.

Complaints

Your comments and suggestions are very important to us. Filing a complaint can be a practical way to help us improve our services. 

  1. Sometimes, a simple phone call or talk is all it takes to fix a problem. Please start by speaking to the employee involved or the supervisor in that sector.  If you are not sure who the supervisor is, please call 418 684-JEFF (5333), and dial 0.  Our receptionist will direct your call to the right person.  Please call during our regular business hours: 8:30 a.m. to noon and 1:00 to 4:30 p.m.
  2. If the matter is not resolved to your satisfaction, you can file a complaint with our Local Service Quality and Complaints Commissioner.  This commissioner answers only to the hospital’s board of directors, which allows them to stay neutral in terms of resolving issues with staff and management.   You will find contact information for our commissioner at the bottom of this page.

Our commissioner (or the medical examiner) will always treat your complaint with concern. They must process your complaint, evaluate its seriousness and investigate the facts with those involved.  They must give you his conclusions within 45 days of receiving your complaint.

If you are not satisfied after steps 1 and 2, you can apply to the office of The Québec Ombudsman (Protecteur du citoyen). 

A special word about doctors, dentist, pharmacists

The process to file a complaint against a doctor, dentist or pharmacist is different.  The local Commissioner will forward this type of complaint to our organization's Medical Examiner.  Although the Commissioner does not investigate complaints about medical acts, he or she collaborates closely with the Medical Examiner and is available to keep you up to date on the progress of the investigation.

At the end of the investigation, the Medical Examiner will inform you of the conclusion of the inquiry. If you disagree with the conclusions of the Medical Examiner, you may file an appeal within 60 days.

How to file your complaint with our Local Service Quality and Complaints Commissioner

The Local Service Quality and Complaints Commissioner for Saint Brigid's - Jeffery Hale Hospital is Mr. Guy Pelletier.  There are a few ways you can file a complaint with him.

  • You can explain it to him over the phone by calling 418 684-JEFF (5333), ext. 1307.  If you reach his voice mail, please leave a message and he'll call you back as soon as he can.
  • You can explain it to Mr. Pelletier in person, but please call him to make an appointment first at the above number.
  • Put your complaint in writing (if you wish, use our complaints form that is two pages in French and English) and then send it to Mr. Pelletier in one of the following ways:
    • by fax to 418 684-2290,  OR;
    • by email.  Please call Mr. Pelletier for his email address,  OR;
    • by regular mail to the following address:

Mr. Guy Pelletier
Local Service Quality and Complaints Commissioner
Saint Brigid's - Jeffery Hale Hospital
1250, chemin Sainte-Foy
Québec QC  G1S 2M6

If you would like to send us a very short comment (one or two paragraphs only), and not an official complaint, you can use our contact us form.

Help filing your complaint

You can ask for help filing your complaint from any of the following:

The CAAP's mission is to support users and their representatives who want help during the complaint process in the health sector.  This independent organization offers its services free of charge.

For more information

For more information about the quality of Jeffery Hale's services , please contact our Local Service Quality and Complaints Commissioner at 418 684-JEFF (5333), ext. 1307, or use our contact us form.