Service Quality and Complaints

Service Quality and Complaints

Service Quality and Complaints Commissioner
Rosemary Steinberg

Associate Local Commissioner of Complaints and Quality of Service
Hong Hanh Vo


Rosemary Steinberg
Rosemary Steinberg

Service Quality and Complaints Commissioner
Rosemary Steinberg

I am pleased to welcome Rosemary Steinberg as Service Quality and Complaints Commissioner (SQCC) for the Centre intégré universitaire de santé et de services sociaux (CIUSSS) du Centre-Ouest-de-l’Île-de-Montréal.

In this new role, Ms. Steinberg will be responsible for applying the complaint review procedure in compliance with the patients’ rights. She will make recommendations to the Board of Directors to improve the institutions’ complaint handling; distribute information on patients’ rights and obligations, on the code of ethics and the recourse mechanisms; and help patients formulate complaints, inform them of their rights, and communicate with them in a timely manner.

Ms. Steinberg was appointed to SQCC at the Jewish General Hospital in 2009. Before that, she held the same position with the CSSS de la Montagne, and with CHSLD Father-Dowd, St-Margaret and St-Andrew. Altogether, Ms. Steinberg has experience working as a SQCC since 1993, and has a total of 35 years of experience in management positions.

Ms. Steinberg holds Bachelor’s and Master’s Degrees in Social Work from McGill University, and a Bachelor of Arts with a focus on social welfare.

“Patients deserve a continuum of care that is seamless, and that provides the range of services and care they need, when and where they need them,” says Ms. Steinberg. “The CIUSSS gives us the ability to do so by breaking down existing walls and building on our common objectives. It makes problem solving a joint effort and promotes coordinated planning.”

Together with Ms. Steinberg, the rest of the management team, and in partnership with all of the institutions in our network, I am eager to embark on this new era in health care. I am confident that Ms. Steinberg’s expertise will have a great impact on our patients and their loved ones, and will help them communicate with us so we can improve for their benefit.

Lawrence Rosenberg, M.D., Ph.D.
President-CEO

Hong Hanh Vo

Associate Local Commissioner of Complaints and Quality of Service
Hong Hanh Vo

I am pleased to welcome Hong Hanh Vo as Associate Local Commissioner of Complaints and Quality of Service for the Integrated Health and Social Services University Network for West-Central Montreal (CIUSSS West-Central Montreal).

In this capacity, Ms. Vo will be responsible for applying the complaints review procedure to respect patients’ rights in accordance with the Act Respecting Health Services and Social Services, for Donald Berman Maimonides Geriatric Centre, Jewish Eldercare Centre, Mount Sinai Hospital, Miriam Centre, Constance-Lethbridge Rehabilitation Centre, and MAB-Mackay Rehabilitation Centre. She will make recommendations to the Service Quality and Complaints Commissioner regarding measures to improve the processing of complaints. Ms. Vo will assist clients in formulating their complaints, inform them of all their rights, respond to those complaints and transmit her conclusions to the various authorities involved. She will ensure follow-up with the appropriate authorities in the establishment if a member of the personnel is the subject of a complaint. Ms. Vo will also assist the Service Quality and Complaints Commissioner in managing team personnel and optimizing work organization. 

Previously, Ms. Vo served as legal advisor and consultant at the Conseil pour la protection des malades (Council for the Protection of Patients), where she provided counsel and drafted legal opinions on all questions related to health system users’ rights, the functioning of users’ committees, the complaints system and other legal processes. In 2012, Ms. Vo served as Interim Local Commissioner of Complaints and Quality of Service for the CSSS du Sud de Lanaudière. In 2014, she joined the staff of Donald Berman Maimonides Geriatric Centre and Jewish Eldercare Centre as Local Commissioner of Complaints and Quality of Service. In 2015, Ms. Vo took on the role of Interim Associate Local Commissioner of Complaints and Quality of Service for CIUSSS West-Central Montreal. 

Ms. Vo obtained a Bachelor of Arts degree in art history as well as a Bachelor of Laws degree from the University of Montreal.

“My objective has always been the same, which is to defend users’ rights and improve the quality of services and care provided to users,” said Ms. Vo. “The new organization that is now CIUSSS West-Central Montreal has certainly facilitated communications and collaboration among the different professionals and authorities. This definitely leads to more effective interventions to ensure the quality of services and care. I hope to be able to contribute wholeheartedly to this collective effort.” 

Together with Ms. Vo and the rest of the management team, and in partnership with all the institutions in our network, I am eager to embark on this new era in health care. She will bring to our network her expertise in patient rights and the complaints process, while ensuring that the rights of clients and residents are respected and that complaints are processed promptly and professionally.    

Lawrence Rosenberg, M.D., Ph.D.
President and CEO

PDF version