The number of complaints for mistreatment in establishments under the aegis of the CIUSSS of Estrie – CHUS has been up sharply in recent years in Estrie. Proof, according to some, that awareness is working, but it is also a source of concern about the capacities of the network to adequately respond to calls for help.
In her latest annual report (2023-2024), the Sophiess -CIUSS -CIUSS -CIUSS commissioner – CHUS, Sophie Brisson, noted an 86 % increase in complaints or interventions that are classified in the mistreatment category compared to the previous year (from 369 to 688).
Difference between complaints
et intervention
A complaint generally emanates from a user or a loved one, when an intervention comes from a report of a staff member or the commissioner.
According to Sophie Brisson, it should not necessarily conclude that this is bad news. This could rather demonstrate that the population is more aware and explained by new obligations that have been incumbent on staff since 2022. Health professionals and care providers and services have a legal obligation to report to the Commissioner [une situation de maltraitance].
Number of complaints and interventions
Mistrient category
2021-2022Â : 172
2022-2023Â : 369
2023-2024Â : 688
Source : Annual reports of the complaint commissioner
More and more, we have older people who will take the phone and tell us that they live a difficult situation. This is an important gain.
According to the director general of the organization said Estrie, Lucie Caroline Bergeon, whose mandate is to fight against mistreatment towards the elders, the increase in complaints can be explained by awareness efforts. We have a significant increase in seniors who will call us themselves. Previously, he was a child who called us for his parent or a sister [ou un autre proche].
According to the holder of the Research Chair on mistreatment towards seniors and professor at the University of Sherbrooke, Mélanie Couture, even if the figures may seem impressive, they are not a complete portrait of all cases of mistreatment. We know that he has about 6 % of people living at home who live from mistreatment each year. It represents more than 80,000 people per year. In short, no, statistics are not high enough to represent reality
she explains.
A significant proportion of complaints for mistreatment
From 2020 to 2025, there were 173 complaints and 286 interventions in RPA In Estrie. The category mistreatment
is predominant.
Professor Mélanie Couture has already highlighted last year in a study several issues concerning mistreatment in these establishments. In particular, she had found that there is sometimes an omerta, which makes denunciations difficult.
In some cases, mistreatment is unintentional
And due to lack of resources, which however makes the search for solutions complex. Finally, the legal form of companies can also be an obstacle. When it is organizational and intentional, it can be very difficult. They can have lawyers. Sometimes, after many and many requests from the health network, they do not stop the practices that cause harm.
In the past 5 years, two RPAs have lost their accreditation in Estrie.
A explosion
To come, complaints?
Says Estrie and Mélanie Couture expect the number of complaints for mistreatment continues to increase in the coming years.
In my opinion, there is going to be an explosion of situations of mistreatment.
First, due to the aging of the population, according to Lucie Caroline Bergeron. “The arrival of baby boomers who have greater assets than previous generations ensures that it can become a bait for people who are unhealthy. »»
Mélanie Couture believes that the housing crisis may promote cases of abuse. If there is a housing crisis and that we cannot change space, there is not the pressure to say “everyone is leaving, must change our practices
so people are taken, a bit like in unhealthy accommodation. »»
Enough help resources?
The Director General of Dira Estrie wonders if the means will be there to be able to give an appropriate response to complaints. We, as an organization, we are there to help, but we do not have enough stakeholders to respond to requests
lacie Lucie Caroline Bergeron. Sometimes 5 weeks ago before receiving support.
Will the environment be able to respond to requests?
Ms. Bergeron estimates that the financing of organizations like hers is an important issue currently. Said Estrie was able to benefit from the help of a private foundation to continue her work, but a more important support of the State is hoped.
Do you need help?
Line help mistreatment, senior adults: 1-888-489-2287.