Notice of appointment of the new Complaints and Quality Commissioner

It is with great pleasure that I announce the appointment of Mr. Michael Bury to the position of Complaints and Quality Commissioner. Mr. Bury assumed his new duties on June 12, 2023, following a resolution adopted at a public meeting of the Board of Directors of the McGill University Health Centre (MUHC). 

As Complaints and Quality Commissioner, Mr. Bury's mandate includes providing information on the complaint process, assisting patients and their families navigate the healthcare system, referring patients and their families to the right person within the system, helping those with questions about patient rights or concerns about care and services, providing advice on conflict resolution for patients, families and hospital personnel, investigating patient complaints and providing conclusions, making recommendations to improve patient care following investigation of complaints, dealing with situations of abuse of seniors and vulnerable persons that are brought to his attention, intervening in any situation within his jurisdiction in order to improve the quality of services rendered or for the protection of vulnerable persons, and to make recommendations after investigating the complaint, with a view to improving patient care — all within the framework of the Act respecting health services and social services.

I am convinced that Mr. Bury has what it takes to succeed in this position and to meet the challenges facing the network in the coming years. He holds a Master's degree in Management and Organizational Development from Laval University, as well as a Bachelor's degree in Psychology from Concordia University. With over ten years of experience as an Ombudsman, and a wealth of professional experience held almost exclusively in Quebec's health and social services sector, Mr. Bury has acquired in-depth knowledge of the field and its associated issues. Throughout his career, and particularly since 2016, when he joined the MUHC as Associate Complaints and Quality Commissioner, he has consistently demonstrated great listening skills and empathy. His excellent communication skills and integrity will enable him to carry out his role with independence and neutrality, two fundamental principles essential to this complex position.

Please join me in warmly congratulating Mr. Bury on his appointment and wishing him every success in his new role.

I would also like to take this opportunity to express the Board’s sincerest gratitude to Lynne Casgrain, who has held this position in an outstanding manner over the past twenty years. The MUHC has benefited from her many skills and unparalleled professionalism, for which we are extremely grateful. We wish her a healthy retirement and great happiness in this new phase of her life.

Peter Kruyt

Chairman, Board of Directors of the MUHC