Info-Santé and Info-Social 811 is a free and confidential phone consultation service.
Dialing 811 promptly puts you in touch with a nurse for a non-urgent health problem, or with a professional in psychosocial intervention for psychosocial difficulties. The service is available 24 hours a day, 365 days a year. Anyone living in Quebec can call 811 on their own behalf or for a family member.
The nurses of Info-santé 811 can give you professional advice on a health-related problem. They can also, if necessary, direct you to an appropriate resource in the health network. Calling Info-Santé 811 often allows you to find alternative resources to the clinic or the emergency department. However, in the event of a serious problem or urgent need, it is important to dial 9-1-1 or go to the emergency department.
Here are a few examples of situations in which you can call Info-Santé 811:
- You have a seasonal flu that persists for several days, and you are wondering whether to see a doctor.
- Your child wakes up with a high fever, and you are wondering whether you should take him/her to the emergency department.
- You are wondering how to relieve itching and swelling caused by an insect bite.
- You have questions about healthcare network resources.
The professionals of Info-Social 811 can offer you psychosocial support for a wide variaty of situations, ranging from emotional distress to a psychosocial crisis.If necessary, they will be able to refer you to an appropriate resource in the health and social services network or a community resource.
Here are examples of situations in which you can call Info-Social 811:
- You are in a situation that causes you anxiety.
- You are worried about a friend or relative.
- You are experiencing family or relationship problems.
- You are in mourning.
- You have questions about other worrisome situations or behaviour.
How a call is handled
An Info-Santé or Info-Social 811 call lasts an average of 15 to 20 minutes. The call takes place in 3 or 4 steps. The nurse or social worker:
- collects certain types of personal information
- assesses your needs
- responds to your needs
- refers you to an appropriate resource, if necessary
Collecting personal information
The nurse or the professional in psychosocial intervention will ask you whether you agree to provide personal information, including your:
- first name and surname
- date of birth
- postal code
- telephone number
Personal information remains confidential. However, you are not obligated to provide it. If you wish not to do so, mention this to the nurse.
Assessing your needs
The nurse or the professional in psychosocial intervention listens and asks questions about your situation. They collect the necessary information to better understand your needs and to clarify your request.
The nurse assesses the situation to determine the immediate problem(s), the urgency of the matter and the appropriate response.
The professional in psychosocial intervention assesses the person’s needs, detects and defines vulnerability and destabilazation factors and risk to yourself or others. This enables our professional to recommend the intervention which adapted to your specific situation.
Responding to your needs
The nurse or the professional in psychosocial intervention informs you about your health problem. They may also advise you about measures for monitoring the development of your situation and for improving your health.
The psychosocial intervention seeks to respond to identified needs. It is a structured, coherent and functional intervention that aims to provide a rapid and effective response, de-escalate the crisis, provide the necessary support and thus avoid inappropriate use of hospital emergencies.
Referral to an appropriate resource
If necessary, the nurse or the professional in psychosocial intervention will direct you to a resource (e.g., a medical clinic or crisis centre) where you can receive care or the necessary services.
Getting access to service
By dialling 811, you reach the Info-Santé 811 service in your region.
Anglophones can receive service in English.
People with special needs
Info-Santé and Info-Social 811 service is customized to the specific needs of certain groups of people. Deaf people can use a relay service to gain access to Info-Santé and Info-Social 811.
GIMA ensures the continuity of home care services (SAD) on the island of Montreal outside of CLSC business hours. Services are available through the registered client line, which is provided by the home care services team workers. Client calls are received and processed by the Service régional Info-Santé (SRIS) which is a 24/7 regional phone service.
GIMA is currently provided Monday to Friday between 8:00 p.m. and 8:00 a.m., as well as on weekends and holidays.