In Service to Others, Now and Always!
In each issue of the newsletter, we spotlight a member of our organization. This month, we would like to introduce you to Solange Siné, Delegate to the Service Quality and Complaints Commission. Ms. Siné, who took up this role in November 2020, has a career path that is nothing short of unconventional. She is actively involved in many fields, which allows her to realize her full potential.
Ms. Siné, can you talk to us about your academic background and how you came to be in your current role?
“I considered going into medicine, but chose to pursue a bachelor’s in biology at Université de Yaoundé 1, in Cameroon. I completed that degree in 1998, at Université Laval, where I then started a degree in microbiology. A year later, unable to ignore my yearning to help others, I switched fields. That’s how I ended up obtaining a bachelor’s in nursing from Université de Montréal in 2004.
I am currently completing an Executive MBA.
When did you join our organization?
“As a result of my nursing studies, I was able to gain experience in several fields through internships at Hôpital Sainte-Justine, Hôpital Saint-Luc, Hôpital de LaSalle and the Jewish General Hospital. During these internships, I was exposed to a number of disciplines including oncology, home care, internal medicine, perinatal care and operating room work.
In September 2006, I was hired as a nurse clinician in the Emergency Department at St. Mary’s Hospital Center. Owing to the fact that I enjoy the challenge of dealing with a variety of situations and coming up with solutions, I insisted on being assigned to this critical area of the hospital. I spent 14 wonderful years there. During my time in that directorate, in addition to working as an assistant head nurse, I also served as a preceptor, supporting students from several academic institutions.”
How is it that you are now part of our CIUSSS’ Service Quality and Complaints Commission?
“Back when I worked in the Emergency Department, I would always assess the patients’ level of satisfaction with the care and services they received as they were being discharged. I made sure that they had the support they needed within the community. The office of the commissioner seemed to be the best place for me to pursue my mission to help others.”
What are your main functions?
“The administrative personnel in the Commissioner’s office start by screening the requests for assistance, consultations, reports, interventions and complaints. I get involved afterwards and gather information (user’s allegations, personal observations, information in the patient’s chart, etc.).
Complaints most often involve practice gaps and personal interactions. Together with the managers, I take a close look at the corrective actions that can be taken. Once these are implemented, I follow up with the individual who submitted the complaint. It goes without saying that my work is confidential and consensual. Complaints involving a physician, a resident physician, a dentist or a pharmacist are submitted to the commission, but are dealt with by a medical examiner.
I constantly strive to be seen as an ally by those with whom I interact. Lodging a complaint is a brave, legitimate and constructive act. It also fosters continuous improvement in the delivery of care and services to individuals who are often vulnerable.”
What are the key challenges you face?
“It is never easy to tell a complainant that their complaint is legitimate but unfounded. We are constantly called upon to update our change management skills, because every situation is unique. We also have to be agile and creative in order to resolve problems that are brought to our attention.”
What gives you a sense of accomplishment?
“Feeling like I’ve made a difference in someone’s life after they have reached out to me is very rewarding. Being involved in reducing or even eliminating practice gaps is what I use to measure organizational performance.
Ms. Siné kindly agreed to share some aspects of her personal life with us…
Can you tell us a bit about yourself and your family?
“I am originally from Cameroon. Because of my father’s work, our family traveled extensively, especially to Europe. I got married and had two boys while completing my nursing studies.”
What are your favourite hobbies?
“As a family, we enjoy camping all over Québec. I have a soft spot for the Saguenay-Lac-Saint-Jean region; it has such a rich history.”
Do you have a hidden talent?
“I have a talent for writing. In 2011, I created “The Heartbeat of Emergency” newsletter, at St. Mary’s Hospital Center.”
Very few people know that…
“I’ve been a reservist with the Canadian Armed Forces since 2000. I am a Captain and a manager with the “51st Field Ambulance” in Montréal. Among my many tasks, each year I train about 50 residents enrolled in the Programme de médecine d’urgence spécialisée at Université de Montréal and focus on disaster response training with limited resources.”
Ms. Siné, in the middle of the photo, surrounded by managers from St. Mary’s Hospital Center. From left to right: Cristina Pa-ac, Operating Room Manager; Noёlla Éthier, Department Head – Prevention and Birthing; Abdelkader Ait Hoummad, Department Head, Medical Records, Admitting and Reception; Maxime Valérius, Nurse Manager, Day Surgery, Recovery Room, Preadmission, Endoscopy and Sterilization.
“I enjoy guiding users who need my services. These individuals are our key performance indicators,” states Ms. Siné, who is affectionately nicknamed “St. Mary’s mascot” by many.”