Policy 2-120: Accessible Customer Service:
The Health Unit is committed to excellence in serving all customers, including people with disabilities. Services are to be provided in a manner that respects the dignity and independence of persons with disabilities. Policies and procedures must be written and updated in accordance with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005.
- We communicate with people with disabilities in ways that take into account their disability.
- A person with a disability is permitted to be accompanied by a support person. If an attendance fee is required for the event, the support person is not charged. When attended by a support person, consent from the person being supported must be obtained prior to disclosing confidential information.
- We welcome people with disabilities and their service animals. Service animals are permitted unless the animal is otherwise excluded by law. If the animal is excluded by law, we ensure that other measures are taken to provide services.
- Persons with disabilities are welcome to use their own personal assistive devices to benefit from our services. Where needed, our staff will be trained in the use of any devices that are used by the public.
- In the event of a prolonged disruption to service or facilities for customers with disabilities (eg elevators, accessible washrooms) in any of our offices or clinics, the site manager will notify the public promptly. This notice will include the reason for the disruption, its anticipated duration and a description of alternative facilities (if any). Notice will be posted on the Health Unit web site, social media pages, and our voice mail, and where we own the premises (West Gore office), it will be posted at the entrance to the building and at the site of the disruption. A prolonged disruption is one that is expected to last more than two hours.
- The Health Unit will ensure training is provided to board members, employees, volunteers and others who deal with the public on our behalf. Specific training details are outlined in the attached Appendix A. New staff will be trained within three months. Training will be incorporated, and signed off, within the orientation process. Staff who desire refresher training may access the training video on our intranet. Staff will review this policy every two years, via DocRead.
- When anyone with a disability wants to access our public information or resources, and they request an accessible format or communication support, we consult with them to determine their accessibility needs. We have the discretion to decide on the most appropriate accessible format or communication support, given the needs of the person and our capability to deliver.
- Anyone with comments or concerns about the way we provide services to people with disabilities is encouraged to contact our receptionist by telephone, mail, e-mail or personal visit. Our receptionist will direct them to the appropriate member of management who will provide an acknowledgement within two business days. Complaints will be addressed in accordance with our Board Procedure 2-70 – “Complaints”.
- A copy of this policy will be kept on the Health Unit’s web site and will also be made available in alternative formats upon request.
For More Information
- Call Health Line at 519-271-7600 extension 267 or toll-free at 1-877-271-7348 extension 267
- Email Health Line at email@example.com