MUHC Office of the Ombudsman - Complaints Commissioner

Each site of the MUHC has an ombudsman to assist patients and their families by investigating and helping to resolve complaints or areas of dissatisfaction. Patients and families should first discuss their concerns with members of their healthcare team, but if the issue cannot be resolved, they are invited to contact the office of the ombudsman.

Doctors and staff members are invited to consult the Ombudsman when they have concerns about patients’ rights and/or care and services provided to patients and families. In addition, the law provides that staff members who want to lodge a complaint against a member of the CPDP (physician, resident, pharmacist or dentist) may do so through the MUHC Office of the Ombudsman.

What can we do?

  • Provide information on the complaint process
  • Assist patients and families to navigate the health care system
  • Refer patients and their families to the appropriate person within the system
  • Help those with questions related to patients’ rights or concerns about care and services
  • Provide advice on conflict resolution for patients, families and hospital personnel
  • Investigate patient complaints and provide conclusions
  • Make recommendations to improve patient care following investigation of the complaint

How to reach the Ombudsman

MUHC Office of the Ombudsman
1650 Cedar Room E6.164
Montreal, QC, H3G 1A4
514 934-1934
Email
MUHC Complaint Form

Site Commissioner Phone number
MUHC Lynne Casgrain 514 934-1934 ext. 48306
Montreal General Hospital
Allan Memorial Institute		 Marjolaine Frenette 514 934-1934 ext. 44285
Royal Victoria Hospital
Lachine Hospital & Pavilion Camille Lefebvre		 Michael Bury 514 934-1934 ext. 35655
Montreal Children’s Hospital
Montreal Chest Institute
The Neuro (Montreal Neurological Institute-Hospital)		 Stéphanie Urbain 514 934-1934 ext. 22223