The Montreal Heart Institute (MHI) counts on the dedication and expertise of a team whose goal is to provide the best care and services possible with respect and a human focus. Client satisfaction is at the heart of our mission. We are happy to hear your comments. Your positive feedback is always appreciated by our employees, who work every day to uphold the well-being of our patients and the quality of our services.
We want to know. Despite the professionalism of our staff and their work to treat or relieve your symptoms, you may nevertheless be dissatisfied with the quality of care and services that you received or should have received.
Not only does the MHI recognize dissatisfaction, we also encourage patients to openly talk to us about any negative experiences. Making a complaint is a very constructive act, as it allows you to personally help improve the quality of our services.
1. First, discuss the situation with the staff involved or ask to meet with the manager of the department where you received care. This simple step is often enough to resolve the issue.
2. If this does not work, or if the complaint is about a physician, contact our Local Service Quality and Complaints Commissioner.
The Commissioner reports to the Board of Directors regarding the respect of patient rights, their satisfaction and the diligent review of their complaints. The Commissioner acts independently from the institution's administrative structure.
Note that your complaint will be reviewed with the strictest confidentiality, and the Commissioner will ensure that you are not subject to any form of reprisal following the submission of her report.