Grounds for complaints

Accessibility and continuity of the services

• Waiting time (appointment, services)
• Cessation, lack or denial of services
• Transfer between units, institutions
• Continuity (early discharge, lack of follow-up)
• Lack of services or programs
• Language accessibility

The quality of health and social services

• Technical and professional skills
• Treatment (approach, contention, medication, isolation, etc.)
• Decisions and interventions
• Health and social services management

Interpersonal relations

• Attitude and behaviour
• Lack of respect
• Lack of empathy

Material resources and environment

• Food (quality, quantity, variety)
• Privacy (respect of one’s private life)
• Hygiene and sanitation
• Cleanliness
• Physical access
• Comfort and convenience
• Safety and protection
• Equipment and material

Financial considerations

• Hospital bills
• Ambulance bills
• Accommodation costs
• Allowance for various services or to participate in a program
• Travelling expenses