Commissioner of Complaints and Quality of Service (ombudsman)
Service Quality and Complaints Commissioner
I am pleased to welcome Marisol Miró as Commissioner of Complaints and Quality of Service for the Integrated Health and Social Services University Network for West-Central Montreal (West-Central Montreal Health).
In this capacity, Ms. Miró will oversee the team that applies the complaints review procedure—a demonstration of respect for patients’ rights—in accordance with the Act Respecting Health Services and Social Services. Ms. Miró will help clients to formulate their complaints, inform them of all of their rights, respond to those complaints, and send her conclusions to the appropriate authorities. She will ensure follow-up with authorities within a particular facility if a member of staff is the subject of a complaint. Ms. Miró will also manage the personnel of the team responsible for Quality of Service and the Complaints Commissioner, and she will optimize the organization in her area. Finally, she will make recommendations to the CIUSSS Board of Directors regarding measures to improve the quality of service and the processing of complaints.
Ms. Miró is an attorney with more than 25 years of professional experience, having launched her career in major law firms.
Before joining our CIUSSS, Ms. Miró worked at the legal and management levels in a health-related professional order of Quebec. She offered her services to that order’s Board of Directors, as well as to the Executive Committee and to all of the departments, while collaborating with external consultants. As corporate secretary to various statutory committees of the order, she acquired strong skills in governance. Ms. Miró developed new processes and improved existing ones, enabling her team to face many changes in the professional world in recent years. She was also in charge of the accreditation of dental services in Quebec’s healthcare establishments, including the JGH.
Ms. Miró obtained a Bachelor of Laws degree from the University of Montreal, and a Master’s degree from the London School of Economics and Political Science in the United Kingdom.
“Defending users’ rights and improving the quality of service and care are perfectly in line with the mission that has inspired my work over the past 11 years—that is, protecting the public,” Ms. Miró says. “I am thrilled to be pursuing the work of my predecessor, while renewing this key activity for our CIUSSS.”
Ms. Miró will provide our network with the benefit of her expertise, while ensuring that the rights of patients, clients and residents are respected, and that complaints are processed promptly and professionally.
President of the Board of Directors