Upper Grand Family Health Team Accessibility Policy
CUSTOMER SERVICE POLICY
Our organization is committed to diversity, inclusion and accessibility in everything we do. These core values are fundamental to the way we do business and come through in the experiences we design for people. With this in mind, we are continuously taking steps to improve the overall accessibility of the Upper Grand Family Health Team experience.
In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), the Family Health Team wishes to make available our customer service policy:
It is our policy that all of our locations are committed to providing accessibility and equitable customer service to each and every one of our diverse and valued customers. We strive to design and operate our stores so that they are accessible to all persons with disabilities, and we are committed to providing services in a manner that respects the dignity and independence of persons with disabilities.
Use of Service Animals and Support Persons
Persons with disabilities may enter any Family Health Team premises accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law. While visiting our organization, it is the responsibility of the person with a service animal to control the animal at all times.
In the event that a partner or customer of the Family Health Team is allergic to animals, alternative arrangements will be negotiated.
Persons with disabilities may enter our premises accompanied by a support person and may have access to that support person at all times.
The Upper Grand Family Health Team may require a person with a disability to be accompanied by a support person while on our premises in situations where it is necessary to protect the health and safety of the person with a disability, or the health and safety of others on the premises.
Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.
Notices of Temporary Disruption
We will make reasonable effort to provide customers with notice in the event of a disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, and its anticipated duration, and a description of alternative facilities or services, if available. We may not be able to give advance notice in case of an emergency disruption.
In order to make information accessible, the signs and printed notices should be clearly laid out. The signs and printed notices will be displayed prominently at the entrance nearest to the location of the disruption and/or at the order area within the clinic as applicable.
The Family Health Team will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service. In addition, training will be provided on a continuous basis to all newly hired partners of our organization as part of our on-boarding process.
A record of training received by UGFHT partners will be kept by the partner resources department. At a minimum, training will include:
- The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
- The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/08);
- Information about UGFHT policies and procedures pertaining to the provision of UGFHT services to persons with disabilities;
- How to interact and communicate with persons with various types of disabilities;
- What to do if a person with a disability is having difficulty accessing a UGFHT location;
- How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person;
The Upper Grand Family Health Team welcomes feedback, including feedback about the delivery of our services to persons with disabilities. We will investigate and respond to all complaints relating to such services in a timely, thorough and objective manner. All of our patients and/or customers are invited to submit feedback or questions regarding our accessibility policies to firstname.lastname@example.org.