3. Every institution must adopt a policy to combat maltreatment of seniors and of persons in vulnerable situations who receive health services and social services, whether services provided in a facility maintained by the institution or in-home services.
The purpose of the policy is, in particular, to establish measures to prevent and combat maltreatment of such persons, whether at the hands of a person working for the institution or of any other person, and to support them in any steps taken to end it.
The president and executive director or the executive director of the institution, as applicable, or the person designated by the president and executive director or the executive director, sees to the implementation and application of the policy, to promoting a culture of well-treatment within the institution and to taking the necessary means to prevent maltreatment and to put an end to any case of maltreatment that is brought to their attention.
The policy must include
(1) the person responsible for implementing the policy and their contact information;
(1.1) the undertaking by the president and executive director or the executive director of the institution, as applicable, or by the person designated by the president and executive director or the executive director to promote a culture of well-treatment within the institution, in particular in the application of practices or procedures, and to take the necessary means to prevent maltreatment and to put an end to any case of maltreatment that is brought to their attention;
(2) the measures put in place to prevent maltreatment of seniors and of persons in vulnerable situations who receive health services and social services, such as awareness, information and training activities;
(3) the procedure allowing seniors or persons in vulnerable situations who believe they are victims of maltreatment to file a complaint with the local service quality and complaints commissioner;
(4) the procedure allowing any other person, including a person who does not work for the institution, including a caregiver, to report to the local service quality and complaints commissioner any alleged case of maltreatment of a senior or of a person in a vulnerable situation who receives health services and social services;
(5) the support measures available to help a person file a complaint or report of maltreatment;
(6) the measures put in place by the local service quality and complaints commissioner to preserve the confidentiality of any information that would allow the person reporting a case of maltreatment to be identified;
(7) the sanctions, in particular disciplinary sanctions, that could be applied in cases of maltreatment; and
(8) the follow-up that must be given to any complaint or report of maltreatment, fostering the involvement of the person who is a victim of maltreatment at each stage, and the time limit for carrying it out.
The time limits for processing complaints or reports concerning cases of maltreatment must vary according to the seriousness of each case.
If the institution is a private institution, a complaint or a report concerning a case of maltreatment must be filed with the competent local service quality and complaints commissioner of the integrated health and social services centre, in accordance with section 50.1 of the Act to modify the organization and governance of the health and social services network, in particular by abolishing the regional agencies (chapter O-7.2). In such a case, the measures referred to in subparagraph 6 and the follow-up requirements referred to in subparagraph 8 of the fourth paragraph of this section are those stated in the integrated centre’s policy.
2017, c. 102017, c. 10, s. 3; 2020, c. 242020, c. 24, s. 61; 2022, c. 62022, c. 6, s. 211.