Complaints & Mediation
What is the role of the mediation service?
CHU Saint-Pierre places great importance on the quality of care, as well as on the wellbeing and comfort of its patients. We value positive and constructive dialogue based on mutual respect.
However, certain aspects of your care may not always go as expected. Your questions, suggestions, and complaints are valuable in helping us improve the quality of care and services you are entitled to expect. We therefore encourage you to share your feedback with us. If you are dissatisfied, we recommend that you first contact the department or person concerned (head nurse of the unit, medical secretariat, billing department, doctor in charge of your care, etc.).
Le rôle du service de médiation
Both patients (and their families) and healthcare professionals may contact the mediation service.
The mediator acts as an intermediary between the patient, their family, and the hospital’s healthcare staff in order to promote dialogue. With your cooperation, and that of the people involved in your request, the mediator helps you obtain answers to your questions and, in the event of a disagreement, seeks to reach a mutually acceptable solution.
When should you contact the mediation service?
Are you a patient experiencing difficulties in your relationship with a member of staff or hospital department?
Are you a healthcare professional experiencing difficulties in your relationship with a patient or their family?
The mediation service is available to help (re)establish dialogue and work together to find the best solution for everyone. As a patient, you may feel that your rights have not been respected and you have been unable to resolve the issue yourself. You can find out about your rights in the Internal Rules and Regulations and the mediation brochure.
You may also wish to submit a suggestion for improvement or to express your appreciation for a team.
As a healthcare professional, you may feel that a patient has not fulfilled their responsibilities.
What is not covered by the mediation service
If you have an issue with your bill: billing department
If you have experienced a loss or theft: please contact the General Medical Management Secretariat: 02/535.35.03
If you require an interpreter: please contact the intercultural mediation service
If you wish to obtain a copy of your medical records: please complete the online form