Office of the Service Quality and Complaints Commissioner

Who we are

Interim Service Quality and Complaints Commissioner: Jean-Philippe Payment

Jean-Philippe Payment, who joined CIUSSS West-Central Montreal in 2017, was appointed Assistant Commissioner in 2019. Mr. Payment holds a Short Master’s Degree (DESS) in alternative dispute resolution from the Université de Sherbrooke, a Short Master’s Degree (DESS) in public affairs and advocacy from the Université Laval and a Second-Year Master’s in institutional and organizational governance from the Institut d'Études Politiques de Bordeaux in France. Mr. Payment has had a rewarding career in his many roles as a policy advisor and press relations officer for the Government of Canada and General manager at the Association of Municipal Engineers of Quebec. From 2011 to 2017, he also served as an administrative judge in the Employment Insurance Section of the Board of Referees and the Social Security Tribunal of Canada. As Commissioner, he ensures that the Office he leads can carry out its mission with its multiple partners, be they public or private. Mr. Payment wants the community of users served by the Office to feel free to express their dissatisfaction so that such dissatisfactions be the cornerstone of improving the quality of services in health services and social service establishments under jurisdiction. Mr. Payment has been an Accredited Mediator on Quebec’s Department of Justice roster and Commissioner for oaths since 2020.

Interim Assistant Service Quality and Complaints Commissioner: Marie-Ève Lemoine

Marie-Eve Lemoine was appointed Interim Assistant Commissioner in 2021. Previously, she worked as a consultant and then as a Delegate to the Commissioner since 2019. Ms. Lemoine is currently completing a PhD in biomedical sciences at the University of Montreal. She also holds a master's degree in bioethics from the University of Montreal and a bachelor's degree in physiotherapy from the University of Ottawa. In her research activities, Ms. Lemoine is interested in patient autonomy in reproductive health decision-making, and in mediating the perspectives of various stakeholders regarding reproductive health programs. As a physiotherapy clinician, she has worked in a variety of clinical settings including acute care, rehabilitation, long-term care and private clinics. Her clinical experience allows her to understand the reality of health professionals in the field, while her graduate studies provide her with the tools to analyze situations in a more global manner by considering ethical and social issues. As Interim Assistant Commissioner, Ms. Lemoine collaborates with the Commissioner's management activities and supports the clinical team of the office. She aims to maximize the contribution of users’ perspective in the improvement of care.

 

Filing a complaint and obtaining assistance in doing so

Filing a complaint with the Office of the Service Quality and Complaints Commissioner of CIUSSS West-Central Montreal

Centres d’assistance et d’accompagnement aux plainte (CAAP) are a free, community-based resource that have been mandated by the Ministry of Health and Social Services to assist and support the public in the complaint process.

On the Island of Montreal, the CAAP de Île-de-Montréal offer services in French and English for all users of the health and social services network:  https://caapidm.ca/

Our promotional material

The teams and facilities of CIUSSS West-Central Montreal, as well as partner institutions and community groups, can order promotional material from the Office of the Commissioner. The request must be made by using the complaint web form.

Our annual reports

The annual reports of the Office of the Service Quality and Complaints Commissioner can be  found here.

Contact information

Office of the Service Quality and Complaints Commissioner
Office of the Medical Examiners

Jewish General Hospital
3755 Côte-Sainte-Catherine Road
Pavilion A, room A-033
Montreal (Quebec)  H3T 1E2

Telephone: 514-340-8222, ext. 24222
Complain Form here.

 

Revision Committee 
To reach the Revision Committee, click here.

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