Accessible Customer Service Plan

Our Core Commitments

Assistive Devices

We ensure that our staff is trained and familiar with various assistive devices available on-site—including automatic door openers and exam bed lifts—to ensure seamless access to our care.

Communication

We communicate with people with disabilities in ways that actively take into account their specific disability and communication needs.

Service Animals

We welcome individuals with disabilities and their service animals. Service animals are permitted in all areas of our premises that are open to the public.

Support Persons

Any person with a disability who is accompanied by a support person is welcome to have that person accompany them anywhere on our premises.

Notice of Temporary Disruptions

In the event of a planned or unexpected disruption to services or facilities at either our Erin or Rockwood medical clinics, EWFHT will promptly notify patients.

Disruption notices will include:

• The reason for the disruption
• Its anticipated duration
• A description of alternative facilities or services, if available

Emergency Response Planning

If you have a permanent or temporary disability and may require assistance during an emergency, please contact our Executive Director. We will work closely with you to develop individualized emergency response information tailored to your specific needs.

Staff Training

EWFHT provides comprehensive accessibility training to all employees, volunteers, and third-party representatives acting on our behalf. Training is provided to all new staff during onboarding, and ongoing training is mandated whenever changes are made to our accessibility policies.

Our training curriculum covers:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the requirements of the Customer Service Standard.
• The EWFHT’s specific accessible customer service plan.
• Best practices for interacting and communicating with people with various types of disabilities.
• How to interact with individuals who use assistive devices, service animals, or support persons.
• Instruction on how to operate on-site accessibility equipment, such as automatic door openers and exam bed lifts.
• Actionable steps to take if a person with a disability is experiencing difficulty accessing EWFHT clinics.

Feedback Process

We welcome your feedback on how EWFHT provides goods and services to people with disabilities. You can share your feedback with us through any of the following channels:

• In Person: Verbally to any staff member, or via our clinic suggestion boxes.
• Online: Submit an entry electronically via our Contact Us Page.
• Phone: 519-833-9396
• Fax: 519-833-0343
• Mail:
  
  East Wellington Family Health Team
  Attn: Management Team
  6 Thompson Cres, Unit 1,
  Erin, ON, N0B 1T0

Note: While all forms of feedback are welcome, we prefer complaints or detailed feedback to be submitted in writing via mail or our online contact form.

What to Expect After Submitting Feedback:

1. Acknowledgment: You will receive a written acknowledgment within 7 to 14 business days of our receipt of your feedback.
2. Investigation & Resolution: The EWFHT Management Team will review the matter and communicate their findings to you within four (4) weeks.
3. Complex Cases: If a complaint is complex and requires an extension, we will proactively update you on our progress, explain the reason for the delay, and provide a revised completion deadline. (Please note that timelines may occasionally be adjusted due to statutory holidays or staff vacations).

Availability of Documents

EWFHT notifies the public that our accessibility policies are available upon request. Notices of availability are permanently posted on our website and in our clinic waiting rooms.

Policy Modifications

Any policy of EWFHT that does not actively respect and promote the dignity, independence, integration, and equal opportunity of people with disabilities will be modified or removed.

AODA Compliance Reporting

In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), organizations in Ontario are required to file regular accessibility compliance reports.