Sept usagers des services de santé sur dix ne savent pas comment porter plainte : de qui s'agit-il?

Assessing the quality of health services can be done from multiple perspectives. For example, users can express their appreciation through a satisfaction survey, a focus group, a user committee or through the Complaint Examination System. The latter assumes that dissatisfied users know how the health system works and therefore know how to use it to make a complaint. How accurate is this assumption? Data from the Survey on Client Satisfaction with Regards to Health and Social Services in Québec provide some information on the issue. This bulletin presents a portrait of users who would not know how to file a complaint in the event of dissatisfaction.