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Are you dissatisfied with the services or a situation at a health and social services institution?

Are you having difficulties with the services offered by the health and social services system? You can contact the Centre d’assistance et d’accompagnement aux plaintes Côte-Nord (CAAP CÔTE-NORD) to help you. Your call will remain confidential and be free of charge.

 

About CAAP Côte-Nord

The Centre d’assistance et d’accompagnement aux plaintes Côte-Nord, also known as CAAP Côte-Nord, is a community organisation that assists individuals who are dissatisfied with health and social services or are experiencing difficulties with these services.

In 1993, the health and social services network reform identified the importance of placing citizens at the heart of its network.

As a result, many measures were put into place to ensure that the rights of health and social services users were respected. This included the designation of a regional assistance and support organisation by the legislator who found it essential to create a balance between users and the network by giving them equal weight.

In 1993, the Health and Social Services Minister entrusted CAAP Côte-Nord with an assistance and support mandate as prescribed under sections 76.6 and 76.7 of the Act respecting health services and health services (R.S.Q., c. S-4.2).

CAAP Côte-Nord is led by a board of directors that is representative of the North Shore territory. Through its structure and democratic workings, it can maintain a level of independence in its role with regard to the health and social services network.

 

The intervention team of CAAP Côte-Nord is composed of seasoned professionals duly trained in assistance and support. The team is responsible for providing services to all North Shore users.

Its role as a first-line stakeholder is to provide support to users who wish to exercise their right to file a complaint or express their dissatisfaction.

 

Our mission

Through the support that it provides to users and the mandate that it received, CAAP’s mission is to ensure user satisfaction and the respect of user rights by striving to improve the quality of services and proposing actions that are susceptible of improving the health and wellbeing of the population.

Our field of action is health and social services. Through the information and assistance that we provide, we are there every step of the way to support users or their representatives wishing to take action with respect to an unsatisfactory situation, including the filing of a complaint. What is more, CAAP facilitates conciliation with all concerned authorities making sure users who request support from CAAP are respected.

 

Our role

CAAP Côte-Nord is an organisation that assists and supports individuals in the complaint process. It is an important stakeholder in the provision of first-line support services to users who wish to exercise their right to file a complaint or express their dissatisfaction.

It is not always necessary to file a complaint to resolve a situation. Contact us – there are other avenues to explore to answer your needs and make sure that you are satisfied with the level of service.

 

Our commitment

Offering RELIABLE and FIRST-QUALITY SERVICES…

  • To welcome you promptly and courteously.
  • To provide you with competent and respectful personnel who is attentive to your needs.
  • To provide you with information that is accurate, clear, precise and complete.
  • To communicate with you in a simple, clear and concise manner.
  • To process your file in a diligent and confidential manner.
  • To evaluate the quality of our services, assess client satisfaction and take corrective action as required in order to satisfy the needs of our clients adequately.
  • To maintain a continuous improvement program with respect to the quality of our services.

 

Offering QUICK and ACCESSIBLE SERVICES …

  • To welcome you and answer your requests for information from Monday to Friday from 8:30 a.m. to 12:00 and from 1:00 p.m. to 4:30 p.m.
  • To offer you a voice mail option and a toll-free number to receive your messages and requests as quickly as possible.
  • To contact you within one business day after having received your request for service by e-mail, fax, telephone or regular mail.
  • To respond to a request for the drafting of a simple letter of complaint within 5 business days.
  • To make services accessible throughout the North Shore territory.

 

Our priority is to make it easy and simple for you

 

Our ethical values : respect, integrity, trust and accountability.

 

The values that are defined within our organisation are the ones that are important to us and those that will be used when reaching our decisions. These values are conveyed in our approach with users and promoted in our working relationships.

We will support and assist you throughout the entire process. Our assistance makes a difference.

 

Our territory

CAAP Côte-Nord operates throughout the North Shore territory, from Tadoussac to Blanc-Sablon, including the northern cities and Anticosti Island.

We have offices in Baie-Comeau and Sept-Îles to serve you better.
 

1800, Boulv. Laflèche, Baie-Comeau, Quebec  G5C 1C9

456, avenue Arnaud, bureau 222, Sept-Îles, Quebec  G4R 3B1

 

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Pied de page Anglais

Baie-Comeau Head office
CAAP Côte-Nord, 859 Bossé street, office 201, Baie-Comeau (Québec) G5C 3P8
Phone: 418 295-2779 ou 1 877 767-2227 | Fax.: 418 295-2929 | Email: info@caap-cn.org

Sept-Îles Service point
456, Arnaud avenue Bureau 222, Sept-Îles (Québec)  G4Z 3B1
Phone: 418 968-2779 or 1 877 767-2227 | Fax.: 418 968-2778 | Email: info@caap-cn.org