User’s Experience Survey

Our goal is continuous improvement. Through this survey, we would like to hear from you about the quality of the care and services you received during your recent experience at one of the facilities of the CISSS des Laurentides (appointment, follow-up, hospitalization, long-term care).

This survey will only take 5 to 10 minutes of your time. Your participation is voluntary and entirely confidential.*

*If the situation requires it, a caregiver or a legal representative can complete the questionnaire on the user’s behalf.

Click here to complete the survey (An English version is available). 

STRENGTHS AND ROOM FOR IMPROVEMENT

Thank you everyone who took the time to complete the User Experience Survey. Your opinion matters and we hear you!

We have analysed the responses received between April 1, 2024 and March 31, 2025. For greater transparency, we have decided to share our key findings about the strengths of our organisation and where there is room for improvement.

CISSS des Laurentides strengths in 2024-2025

  • You had access to soap and water or to liquid disinfectant to wash your hands:  92 % agree
  • Staff showed discretion in handling your personal information: 91 % agree
  • Your wishes about including or excluding your family or loved ones in the discussion and planning of your care and services were respected: 88 % agree

Where the CISSS des Laurentides has room for improvement in 2024-2025

  • Have you seen any posters or brochures explaining how to express dissatisfaction or file a complaint? 58 % agree
  • Generally speaking, how do you rate your experience? Average rating: 60 %
  • Generally speaking, are wait times acceptable? 66 % agree

Having read your comments, here are a few issues you brought to our attention:

  • Wheelchair availability;
  • Indoor signage;
  • Comfort and cleanliness in some waiting rooms;
  • Access to an environment allowing for optimal sleep during the night.

We continue to work toward constantly improving our operations. Rest assured that your responses will help inform our progress going forward. Thank you again for taking the time to complete the survey!

In addition to the survey, there are other ways you can express your opinion:

⇒ Speak directly with the employee or manager of the sector in question.

⇒ Contact the Service Quality and Complaints Commissioner:

⇒ Contact the Users’ Committee or In-Patients' (residents) Committee 

Thank you for your participation! Your feedback will help us improve our practices.

If you have any questions or if you require support, please write to the Bureau de partenariat de soins et de services: 

⇒ partenariat-soins-services.cissslau@ssss.gouv.qc.ca