Ross Harvey

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Open Letter to Michael Bury, Ombudsman of the Montreal General Hospital

Dear Michael,

I hope this letter finds you well. I am reaching out with concerns regarding the organization and management of the 4th floor at the Montreal General Hospital, particularly in the 4East and 4West wards. While I understand this may not be the ideal forum, I feel compelled to share my observations and experiences as they reflect severe deficiencies in patient care and ward management.

First, I would like to bring attention to the lack of oversight on the ward. From my understanding, Dr. Alexis Vigneault, my attending physician, holds a leadership role, but his presence is not felt beyond the medical rounds. He does not have an office or even a mail slot where staff or patients can leave messages for him, which limits communication and feedback on the ward.

Nurse Manager Emmanuelle Jovin's management has been particularly problematic. Despite my reaching out via email on no less than five separate occasions, I have not received a single follow-up, either in writing or through a personal visit. She often appears absent, spending much of her day away at meetings or lunches. When I raised concerns about basic facilities—such as the absence of toilet roll holders in the bathrooms and a lack of cable TV on the wards—only after I addressed these issues directly did housekeeping and maintenance rectify the situation. Scott, from maintenance, took charge and installed toilet roll holders after retrieving them from the stockroom. The cable issue was also addressed, though the picture quality remains subpar.

Beyond these basic maintenance concerns, the absence of structured activities for patients is another glaring issue. While Dany Bouchard, the music therapist, provides a positive presence, he is only available for a limited time—Tuesdays to Thursdays from 8:00 to 10:30 AM. Unfortunately, much of his time seems to be spent engaging in casual conversation with patients rather than fulfilling his role as a music therapist. I will revisit this issue in more detail at a later time, but it seems a missed opportunity to offer more structured, therapeutic programs for the patients on the ward.

Another concern lies in the occupational therapy (OT) services. I understand there are three OT staff members—Carla, Yvonne, and Erica—who contribute to community meetings Monday to Friday and afternoon sessions from 1:00 to 2:30 PM. While their involvement is valued, having multiple OTs at one time could be better utilized by extending services to other times or offering a broader range of activities. One OT or event at a time could help to meet more patient needs.

Additionally, I am concerned about the practice of having patients fold towels and manage laundry, which should be tasks assigned to paid hospital personnel. It seems that, due to poor management, PABs or other staff may be passing off these duties to patients. This detracts from the goal of patient recovery and self-improvement, which should be the focus of programs run by staff such as Dany, Carla, Yvonne, and Erica.

Finally, I must emphasize the importance of meaningful one-on-one conversations with patients. In the past, the RTP program based at the Allan Hospital provided such support. Unfortunately, this program was disbanded this year, and I believe there is a pressing need to revive it. I have a proposal to restart this program with the right people in place, and I would be happy to discuss this with you further.

In summary, there are multiple areas of concern regarding the organization and management on the 4th floor. I believe that with the right leadership and commitment to patient care, the quality of life and recovery for patients could be greatly improved. I appreciate your attention to these issues and look forward to discussing potential solutions to enhance the patient experience at the Montreal General Hospital.

All my love,

Ross