Your rights

As a User, you have the right to:

• Be informed of the health and social services and resources available in your community, and how to obtain them.
• Receive, with continuity and in a personalized and safe manner, services that are scientifically, humanly and socially appropriate.
• Choose the professional or the institution from whom or which you wish to receive services.
• Receive the appropriate care required by your state of health.
• Freely accept or refuse care or treatments.
• Actively participate in any decision that concerns you.
• Be accompanied, assisted or represented by the person of your choice.
• Accommodation/shelter.
• Receive health and social services in English, if your are an Anglophone.*
• Access your user record, which is confidential.
• File a complaint and be accompanied or assisted throughout the procedure.

You can consult the complete original version of users’ rights in the Act Respecting Health Services and Social Services.

* Section 15 of The Act Respecting Health Services and Social Services establishes the rights of the English-speaking population to access health services and social services in the English language while taking into account: 

• The organization and human, material and financial resources of the institutions providing such services
• The extent provided by the access program to health services and social services in the English language

Your responsibilities

• Express your needs
• Ask about existing services
• File a complaint if you are dissatisfied with the services received or expected

Useful links

The Centre intégré de santé et de services sociaux de Lanaudière website is in French. However, we have compiled below several links where you can find information and relevant documentation in English. 

• Ministère de la Santé et des Services sociaux (MSSS)
• Secrétariat à l’accès aux services en langue anglaise et pour les communautés culturelles
• Community Health and Social Services Network (CHSSN)
• MSSS English Publications
• Santé Montréal Portal
• CHSSN Publications
• English Community Organization of Lanaudière (ECOL) - Non profit organization which promotes the well-being of the members of Lanaudière's Anglophone community

Service quality and complaints

The Act Respecting Health Services and Social Services provides for a complaint examination system that allows people who believe their rights as users have been infringed to express their dissatisfaction or file a complaint.

For more information, please refer to the Service quality and complaints section.