Contribution à la compréhension du système de santé au Québec : une approche orientée patients

Abstract

Quebec health institutions are facing multiple problems: overcrowded emergency rooms, aging population, increasing costs. Several changes have been made, some more effective than others. It is difficult to assess the level of success of these changes due to lack of scientific evaluation tools. It is in this perspective that this research project has started, part of a master's degree with an objective of understanding the health system in Quebec. We address this issue by starting the study by reading multiple documents published by the Ministry of Health and Social Services as well as research reports focused on methods of care. Then, in the aim of using a more scientific approach, we use the simulation tool in the context of two reference projects. The first project focused on the emergency services of the Baie-des-Chaleurs region, in Gaspésie and focuses on patient flow between emergency CLSC and the local hospital. The other project, more complete, is based on data from the Centre de Santé et de Services Sociaux Sud-Ouest Verdun, in the Montreal region. This project focuses on the paths taken by customers aged 75 and over and includes key services to the health center. Simulation models developed as part of these projects expose the main paths taken by patients. In addition, they have the interaction between the different stakeholders and services offered by the health center. Finally, the results of this study allow us to demonstrate our understanding of Quebec’s health care system, the importance and the role of different stakeholders. In addition, it reveals the impact of the type of customer and the area for the management of services and the cares offer. The detailed understanding of the health system is the initial step in an improvement process.

Date	3 Feb 2015
Original language	French
Awarding Institution	École de technologie supérieure
Supervisor	Claude Olivier (Supervisor)