{"id":7020,"date":"2011-03-15T04:00:00","date_gmt":"2011-03-15T04:00:00","guid":{"rendered":"https:\/\/portage.hamakmarketingnumerique.com\/\/resident-safety-security"},"modified":"2026-03-10T10:35:07","modified_gmt":"2026-03-10T15:35:07","slug":"safety-security-quality-assurance","status":"publish","type":"page","link":"https:\/\/portage.ca\/en\/services\/safety-security-quality-assurance\/","title":{"rendered":"Safety, Security and Quality Assurance"},"content":{"rendered":"\n<h1>\n\t\t\tSafety, Security &#038; Quality Assurance\t<\/h1>\n<h4>\n\t\t\tWith client safety at the core of everything we do, we pride ourselves on the quality of our services and we are constantly working to improve them.\t<\/h4>\n\t<span><span><a href=\"https:\/\/portage.ca\/en\/\">Home<\/a><\/span><\/span>\n<h3>\n\t\t\tPortage Accredited with Commendation\t<\/h3>\n<figure itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2025\/07\/EN_ACSealAwC.png\" alt=\"EN_ACSealAwC\" height=\"1631\" width=\"1602\" title=\"EN_ACSealAwC\" onerror=\"this.style.display='none'\" loading=\"lazy\" \/>\n\t<\/figure>\n\t<p class=\"lead\">In June 2025, Portage was awarded Accreditation with Commendation by <a href=\"https:\/\/accreditation.ca\/?acref=self\" target=\"_blank\" rel=\"noopener\">Accreditation Canada<\/a>. This prestigious recognition highlights that Portage exceeds the fundamental requirements for quality and safety in care.<\/p>\n<p><strong>A recognition that reflects our commitment<\/strong><\/p>\n<p>The evaluation team highlighted several areas of excellence that set Portage apart:<\/p>\n<ul>\n<li>A compassionate, human-centered approach focused on the individual.<\/li>\n<li>The active involvement of clients and their loved ones in intervention planning.<\/li>\n<li>The value placed on lived experience: many staff members are former program participants.<\/li>\n<li>A strong commitment to research, education, and knowledge sharing.<\/li>\n<\/ul>\n<p>This Accreditation with Commendation confirms the quality of our work and strengthens our commitment to providing humane and safe services. Portage continues its mission with pride and determination. This success is the result of the efforts and dedication of all staff and board members, who, through their rigorous follow-up of the accreditation process, reaffirmed their commitment to fostering excellence.<\/p>\n\t\t\t<a href=\"https:\/\/portage.ca\/wp-content\/uploads\/2025\/09\/PROPO-rapport.pdf\"  target=\"_blank\" rel=\"noopener\"    rel=\"noopener\">\n\t\t\t\t\t\t\tView the Report\n\t\t\t\t\t<\/a>\n<h3>\n\t\t\tRisk Management Committee\t<\/h3>\n\t<p>Portage&#8217;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. \u00a0It also seeks to reduce the incidences of adverse effects and accidents related to the provision of health services and social services.\u00a0The committee reports quarterly to Portage&#8217;s Program Review Committee, which ensures that adjustments are made and implemented.<\/p>\n<p>The objectives of the committee are to:<\/p>\n<ul>\n<li>Ensure that quality services are provided to Portage residents in a safe environment<\/li>\n<li>Clearly define the role of each employee so that they may actively participate in doing so<\/li>\n<li>Protect human, material, informational, and financial resources at all Portage establishments.<\/li>\n<\/ul>\n<h3>\n\t\t\tUsers&#8217; Committee\t<\/h3>\n\t<p>Portage&#8217;s Users&#8217; Committee is a member of RPCU (<em>regroupement provincial des comit\u00e9s des usagers<\/em>). \u00a0Its purpose is to:<\/p>\n<ul data-editing-info=\"{&quot;applyListStyleFromLevel&quot;:true}\">\n<li>\nInform residents of their rights and obligations\n<\/li>\n<\/ul>\n<ul data-editing-info=\"{&quot;applyListStyleFromLevel&quot;:true}\">\n<li>\nFoster the improvement of the quality of residents&#8217; living conditions and assess their degree of satisfaction with regard to the services obtained\n<\/li>\n<\/ul>\n<ul data-editing-info=\"{&quot;applyListStyleFromLevel&quot;:true}\">\n<li>\nDefend 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\n<\/li>\n<\/ul>\n<ul data-editing-info=\"{&quot;applyListStyleFromLevel&quot;:true}\">\n<li>\nAccompany and assist a resident, on request, in any action he or she undertakes\n<\/li>\n<\/ul>\n<ul data-editing-info=\"{&quot;applyListStyleFromLevel&quot;:true}\">\n<li>\nEnsure the proper operation of each of the Resident&#8217;s Committees, if applicable, and see that they have the resources necessary to exercise their functions.\n<\/li>\n<\/ul>\n<h3>\n\t\t\tSatisfaction &#038; Complaints\t<\/h3>\n\t<p>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.<\/p>\n<p>Upon admission, all Portage clients receive a copy of the resident&#8217;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.<\/p>\n<p>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.<\/p>\n<h4>\n\t\t\tHow to Make a Complaint?\t<\/h4>\n\t<p>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&#8217;s committee. At any time, the resident may file a complaint with the local complaints commissioner and service quality.<\/p>\n<h4>\n\t\t\tWho to Contact to File a Complaint?\t<\/h4>\n<h3>\n\t\t\tIn Quebec\t<\/h3>\n<h5>\n\t\t\tAdult and Adolescent Programs at Lac Echo\t<\/h5>\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/mail.png\" alt=\"\" width=\"50px\"\/>\nService Quality and Complaints Commission<br \/>\nCISSS des Laurentides<br \/>\n225, rue du Palais<br \/>\nSaint-J\u00e9r\u00f4me (Qu\u00e9bec) J7Z 1X7\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/Laptop.png\" alt=\"\" width=\"50px\"\/>\n<a href=\"mailto:info-plaintes@ssss.gouv.qc.ca\" rel=\"noopener\" target=\"_blank\">info-plaintes@ssss.gouv.qc.ca <\/a>\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/phone.png\" alt=\"\" width=\"50px\"\/>\n<a href=\"tel:4504328708\" rel=\"noopener\" target=\"_blank\">450 432-8708 <\/a>\n<h5>\n\t\t\tMother-Child, Mental Health and Addiction, and Day Center Programs in Montreal\t<\/h5>\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/mail.png\" alt=\"\" width=\"50px\" \/>\nService Quality and Complaints Commission<br \/>\nCIUSSS centre-sud Montr\u00e9al<br \/>\n1311 rue Sherbrooke Est, Montr\u00e9al (Qu\u00e9bec) H2L 1M3\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/Laptop.png\" alt=\"\" width=\"50px\"\/>\n<a href=\"mailto:commissaireauxplaintes.ccsmtl@ssss.gouv.qc.ca\" rel=\"noopener\" target=\"_blank\">commissaireauxplaintes.ccsmtl@ssss.gouv.qc.ca<\/a>\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/phone.png\" alt=\"\" width=\"50px\"\/>\n<a href=\"tel:5145933600\" rel=\"noopener\" target=\"_blank\">514 593-3600 <\/a>\n<h5>\n\t\t\tAdolescent Program in Saint-Malachie\t<\/h5>\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/mail.png\" alt=\"\" width=\"50px\"\/>\nService Quality and Complaint Commissioner<br \/>\nCISSS Chaudi\u00e8re-Appalaches<br \/>\n55, rue du Mont-Marie<br \/>\nL\u00e9vis (Qu\u00e9bec) G6V 0B8\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/Laptop.png\" alt=\"\" width=\"50px\"\/>\n<a href=\"mailto:commissaire.cisss-ca@ssss.gouv.qc.ca\" rel=\"noopener\" target=\"_blank\">commissaire.cisss-ca@ssss.gouv.qc.ca<\/a>\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/phone.png\" alt=\"\" width=\"50px\"\/>\n<a href=\"tel:18779863587\" rel=\"noopener\" target=\"_blank\">1 877 986-3587<\/a>, select option 1\n<h5>\n\t\t\tEmployment Reintegration and Adult Day Programs in Quebec\t<\/h5>\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/mail.png\" alt=\"\" width=\"50px\"\/>\nService Quality and Complaint Commissioner<br \/>\nCIUSSS Capitale-Nationale<br \/>\n2915, avenue du Bourg Royal<br \/>\nQu\u00e9bec (Qu\u00e9bec) G1C 3S2\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/Laptop.png\" alt=\"\" width=\"50px\"\/>\n<a href=\"mailto:commissaire.plainte.cissscn@ssss.gouv.qc.ca\" rel=\"noopener\" target=\"_blank\">commissaire.plainte.cissscn@ssss.gouv.qc.ca<\/a>\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/phone.png\" alt=\"\" width=\"50px\"\/>\n<a href=\"tel:4186910762\" rel=\"noopener\" target=\"_blank\">418 691-0762<\/a>\n<h3>\n\t\t\tIn Atlantic\t<\/h3>\n<h5>\n\t\t\tAdolescent Program at Cassidy Lake\t<\/h5>\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/mail.png\" alt=\"\" width=\"50px\"\/>\nNew Brunswick Child &#038; Youth Advocate<br \/>\nC. P. 6000<br \/>\n548, rue York, Fredericton<br \/>\nNouveau-Brunswick &#8211; E3B 5H1\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/Laptop.png\" alt=\"\" width=\"50px\" \/>\n<a href=\"https:\/\/www.defenseur-nb-advocate.ca\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.defenseur-nb-advocate.ca\/<\/a>\n<img decoding=\"async\" src=\"https:\/\/portage.ca\/wp-content\/uploads\/2022\/04\/phone.png\" alt=\"\" width=\"50px\" \/><a href=\"tel:5064532789\" target=\"_blank\" rel=\"noopener\">(506) 453-2789<\/a>\n\n","protected":false},"excerpt":{"rendered":"<p>Safety, Security &#038; Quality Assurance With client safety at the core of everything we do, we pride ourselves on the quality of our services and we are constantly working to improve them. Portage Accredited with Commendation In June 2025, Portage was awarded Accreditation with Commendation by Accreditation Canada. This prestigious recognition highlights that Portage exceeds&#8230;  <a href=\"https:\/\/portage.ca\/en\/services\/safety-security-quality-assurance\/\" class=\"more-link\" title=\"Read Safety, Security and Quality Assurance\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":13,"featured_media":10157,"parent":8,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-7020","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/portage.ca\/en\/wp-json\/wp\/v2\/pages\/7020","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/portage.ca\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/portage.ca\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/portage.ca\/en\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/portage.ca\/en\/wp-json\/wp\/v2\/comments?post=7020"}],"version-history":[{"count":11,"href":"https:\/\/portage.ca\/en\/wp-json\/wp\/v2\/pages\/7020\/revisions"}],"predecessor-version":[{"id":47781,"href":"https:\/\/portage.ca\/en\/wp-json\/wp\/v2\/pages\/7020\/revisions\/47781"}],"up":[{"embeddable":true,"href":"https:\/\/portage.ca\/en\/wp-json\/wp\/v2\/pages\/8"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/portage.ca\/en\/wp-json\/wp\/v2\/media\/10157"}],"wp:attachment":[{"href":"https:\/\/portage.ca\/en\/wp-json\/wp\/v2\/media?parent=7020"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}