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How to complain about health or social service care

Our health system is complicated. It can be challenging to know where to turn for information and even harder to know where to go if you have complaints or concerns. Although Quebec’s Health and Social Services Act ensures that all users of a health and social services institution have a right to file a complaint if they are dissatisfied with the services they received, or should have received, the process can be difficult to navigate. Centre d’Assistance et d’Accompagnement aux Plaintes Estrie (CAAP Estrie) is there to help.

CAAP Estrie is a confidential, professional and free service, mandated by the province’s Ministry of Health and Social Services to help you navigate the steps in the complaint process with the health and social services of our region. They don’t treat or analyse complaints, they do provide information and can assist you throughout the process.

They’re also knowledgeable about the 12 user’s rights of the health and social services network and can help you understand them. For example, did you know that you have the right to receive health and social services in English? Or that you have the right to be informed of your condition and options available?

If you are an English-speaker you can reach out to Angela Moore, CAAP Estrie’s complaints advisor and promotional agent. Angela joined CAAP Estrie in June 2017 to represent English-speakers in the entire Eastern Townships community. Brought up in North Hatley, Angela has a bachelor’s degree in applied psychology from Bishop’s University, a diploma in special care counselling from Champlain College and a passion for helping people.

“CAAP Estrie gives me the opportunity to explore our beautiful Townships (through promotional events) while helping other English-speakers with their complaint process. I am always looking for new ideas to reach out to our community to provide information and I look forward to meeting new people,” Angela said. “Though I am bilingual, as an English speaker, I know how important it is to be truly understood in your mother tongue especially when you have been through certain difficult situations.”

To contact CAAP Estrie, call 819-823-2047, toll-free at 1-877-767-2227, or email Angela directly at [email protected] For more information visit CAAP Estrie online at www.caapestrie.org.

Legal clinic at Townshippers’ ending for the season

The annual legal information clinic offered at Townshippers’ Association is wrapping up for the season with the last day on Thursday, April 5. We’d like to extend our thanks to the Université de Sherbrooke’s Law Faculty for their continued collaboration in offering this free clinic to our community, and our clinic volunteers Laura Pronovost and Sasha Munizaga who we wish all the best as you prepare to take your exams!

The clinic will return in fall 2018 with the schedule posted at www.Townshippers.org/Legalinfo.

Canada Post Community Foundation for Children

If you need funding to support an activity, initiative or project that benefit children and youth (up to age 21), you have until April 6 to apply to the Canada Post Community Foundation for Children. 

This funding program makes a real difference in the lives of children and youth in communities across Canada by helping local organizations, charities and schools deliver essential programs. Over the last six years, it has provided more than $6 million ($1.1 million awarded to 103 groups in 2017), to build libraries, create sports and breakfast programs, and ensure access to crisis lines, anti-bullying and mental health initiatives, special needs clinics and life-skills training.   

The Foundation will fund projects that support three primary focus areas—community, education and health with funding allocated to projects that generate maximum impact, creating lasting change. These projects would be delivered by charitable organizations, registered non-profit organization, elementary and high school groups, local community or Aboriginal groups, community libraries, or registered Canadian amateur athletic associations.

For more information or to apply, visit canadapost.ca/community.

This weekly column in The Record keeps you in touch with Townshippers’ Association’s activities and news. For other ways to keep in touch with us, visit our website www.Townshippers.org, follow us on Facebook.com/Townshippers, Twitter @Townshippers or get in touch with our offices in Sherbrooke at 100 – 257 Queen, 819-566-5717, toll-free: 1-866-566-5717, or Lac-Brome at 3-584 Knowlton Rd, 450-242-4421, toll-free: 1-877-242-4421.


Publication: Keeping in Touch column, Sherbrooke Record, Wednesday, March 21, 2018

Photo Credit: Christiane Nadeau

Photo Caption: CAAP Estrie’s Angela Moore with Townshippers’ Michelle Lepitre at Richmond’s Health and Wellness Fair last September. Angela has been attending events such as these to share information about the confidential, professional and free service CAAP Estrie provides in helping English-speakers navigate complaints about their health or social service care.

Need to reach us?

 mainTownshippers’ Association

[email protected]

Head office

100 – 257 Queen Sherbrooke, QC J1M 1K7 819-566-5717 toll free: 1-866-566-5717

Branch office

3-584 Knowlton Lac-Brome, QC J0E 1V0 450-242-4421 toll free: 1-877-242-4421

Office Hours

Monday - Thursday
9 am - 12 pm | 1 pm - 4:30 pm
excluding statutory holidays

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