Doctors and pharmacists zone

Quality of our Services and Safety

Accreditation Canada visit

The West Island HSSC received a visit from Accreditation Canada from November 24 to 29, 2013. The visit was very successful. The report from the Accreditation Visit is now online.

Rapport d'agrément / sommaire

Rapport d'agrément


The Accreditation process is a continuous quality improvement tool which our HSSC fully upholds in order to achieve our vision: becoming an HSSC of Excellence. 


Below is an overview of the results of the users’ satisfaction survey, which was held in the months of February and March 2013.



This survey was conducted by the Conseil québécois d’Agrément (CQA), which contacted the following people:
- 655 users who replied to a phone survey
- 38 Day Centre users who filled out a paper version of the questionnaire
- A total of 693 respondents 


Overall results

The questions that scored the highest level of satisfaction rating are in the category regarding relationships with the clientele:
- Accessibility to the Day Centre
- confidentiality
- language
- respect for physical integrity
- respect and politeness of our staff
The questions that scored the lowest level of satisfaction rating are in the category regarding the organization of services:
- dissatisfaction with the wait times
- having to repeat the same information to different caregivers
- need for more referrals to support groups

Quality assessment visit of the living environment at our Centre d’hébergement

A team from the Ministère de la Santé et des Services sociaux (MSSS) visited the Centre d’hébergement Denis-Benjamin-Viger in the spring to assess the quality of its living environment and sent us its assessment report. The objective of these visits, which are carried out in all long-term residential centres, is to identify their strengths and areas for improvement. 


Rapport de visite d’évaluation de la qualité du milieu de vie (French only) 

Plan d'amélioration - Qualité du milieu de vie en CHSLD (French only)

Patient Safety

Improving patient safety is a constant preoccupation of the West Island HSSC’s team. Committed to transparency with our users and our partners, we are publishing data in relation to declared incidents and accidents. We are publishing data regarding reported incidents and accidents. This data can be found in the National registry and in the HSSC’s Annual Reports.



Healthcare delivery is a complex process, which is influenced by many factors. Consequently, in a high-risk sector such as the healthcare system, it is inevitable that risk situations will occur, incidents and accidents that may possibly even lead to consequences for certain patients.

To improve the quality of its services, the West Island HSSC’s team is constantly working to reduce the occurrence of these events and the impact of their consequences. This process is done with the help of a standard risk management approach, which is based upon undesirable events reporting. By analysing the data gathered thru incident and accident reporting, trends and risks can be identified. It is then possible to develop and implement prevention measures that will help to make healthcare delivery safer.

The West Island HSSC encourages its employees and professionals to report the adverse events they may become aware of. In order to promote event reporting, it is essential to adopt a just and fair approach. The ultimate goal is to improve the quality of our services, not to identify a culprit and blame or shame particular individuals. This does not allow to correct the factors that contribute to undesirable events. A fair culture may help reach a fair balance between process and system improvements and professional accountability.

Incident "means an action or situation that does not have consequences for the state of health or welfare of a user, a personnel member, a professional involved or a third person, but the outcome of which is unusual and could have had consequences under different circumstances".*

Accident means "means an action or situation where a risk event occurs which has or could have consequences for the state of health or welfare of the user, a personnel member, a professional involved or a third person".*

* Act respecting health services and social services, RSQ, chapter S-4.2, art. 8 and 183.2.