Safety, Security & Quality Assurance

With client safety at the core of everything we do, we prides itself on the quality of its services and is constantly working to incorporate improvements.

Accreditation

Accreditation Canada, an external regulatory body, has recognised that Portage is engaged in an ongoing process of service quality and safety improvement. Read more

Risk Management Committee

Portage’s Risk Management Committee, made up of Portage staff members, is mandated to seek, develop, and promote means of ensuring the quality of services offered and the safety of residents.  It also seeks to reduce the incidences of adverse effects and accidents related to the provision of health services and social services. The committee reports quarterly to Portage’s Program Review Committee, which ensures that adjustments are made and implemented.

The objectives of the committee are to:

  • Ensure that quality services are provided to Portage residents in a safe environment;

  • Clearly define the role of each employee so that they may actively participate in doing so;

  • Protect human, material, informational, and financial resources at all Portage establishments.

Users' Committee

Portage's Users’ Committee is a member of RPCU (regroupement provincial des comités des usagers).  Its purpose is to:

  • Inform residents of their rights and obligations;

  • Foster the improvement of the quality of residents’ living conditions and assess their degree of satisfaction with regard to the services obtained;

  • Defend the common rights and interests of residents or, at the request of a resident, his or her rights and interests before the organisation or any competent authority;

  • Accompany and assist a resident, on request, in any action he or she undertakes;

  • Ensure the proper operation of each of the Resident’s Committees, if applicable, and see that they have the resources necessary to exercise their functions.

Satisfaction & Complaints

Everything is put into place in order to ensure the quality of services offered at Portage. You may not be satisfied with the services received, in which case, you reserve the right to file a verbal or written complaint.

Upon admission, all Portage clients receive a copy of the resident’s manual, informing them, among other things, of the steps to follow in order to file a complaint. Residents may consult all information relating to the complaints commissioner on posters within the rehabilitation centres and in a pamphlet that is given to them.

The resident (or their representative) and the heir (or their legal representative) of a deceased resident may place a written or verbal complaint by phone, by e-mail or in person.

How to Make a Complaint?

First, it is necessary to distinguish the difference between expressing dissatisfaction and carrying out a complaint. To express dissatisfaction, the resident can simply reach out to the person(s) responsible for the service in question to find a solution to the issue at hand. He may then also be accompanied by the user’s committee. If the response or proposed solution following this process does not meet the clients’ expectations, the resident may file a complaint with the local complaints commissioner and service quality.

Who to Contact to File a Complaint?

In Quebec

Adult and Adolescent Programs at Lac Echo
Service Quality and Complaints Commission
CISSS des Laurentides
225, rue du Palais
Saint-Jérôme (Québec) J7Z 1X7
Mother-Child, MICA, and Day Center Programs in Montreal
Service Quality and Complaints Commission
CIUSSS centre-sud Montréal
4675, rue Bélanger, Montréal (Québec) H1T 1C2
Adolescent Program in Saint-Malachie
Service Quality and Complaint Commissioner
CISSS Chaudière-Appalaches
55, rue du Mont-Marie
Lévis (Québec) G6V 0B8
1 877 986-3587, select option 1
Employment Reintegration and Adult Day Programs in Quebec
Service Quality and Complaint Commissioner
CIUSSS Capitale-Nationale
2915, avenue du Bourg Royal
Québec (Québec) G1C 3S2

In Ontario

Adolescent Program at Elora
Office of the ombudsman of Ontario
483 Bay Street
10th floor, South Tower
Toronto, ON M5G 2C9

In Atlantic

Adolescent Program at Cassidy Lake
New Brunswick Child & Youth Advocate
C. P. 6000
548, rue York, Fredericton
Nouveau-Brunswick - E3B 5H1