Subsection 4: Examination of complaints and claims.

All users of a health care institution must be given the opportunity to express their grievances orally to the managers of the institution’s services. If this is not possible, or if they are not satisfied with the explanations they receive, they are informed that they have the option of either addressing a complaint or claim in writing to the legal representative of the institution, or of having their complaint or…

All written complaints and claims addressed to the establishment are forwarded to its legal representative. The legal representative either responds as soon as possible, informing the complainant of the possibility of referring the matter to a mediator, or informs the person concerned that he or she is going to refer the matter to a mediator. The institution’s legal representative informs the person lodging the complaint or claim that he or…

The mediator will meet with the complainant if the matter is referred to him/her by the institution’s legal representative or by the person lodging the complaint or claim. Unless the complainant refuses or is unable to attend, the meeting will take place within eight days of the referral. If the complaint or claim is made by an inpatient, the meeting must take place as far as possible before the patient…

Within eight days of the meeting with the person lodging the complaint or claim, the mediator sends a report of the meeting to the Chairman of the Board, who immediately forwards it, together with the complaint or claim, to the members of the Board and to the complainant. On the basis of this report, and after having met the person who lodged the complaint or claim, if it deems this…