Accessibility

Providing Goods and Services to People with Disabilities

The East Wellington Family Health Team (EWFHT) is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at either the Erin or Rockwood medical clinics, the EWFHT will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed on the doors of the clinic, on our clinics’ phone messages, and if the internet is not down, on our EWFHT website.

Emergency Response

If you have a disability, whether permanent or temporary, and may need help during an emergency, please contact the Executive Director. We will work with you to develop individualized emergency response information that will meet your needs in an emergency situation.

Training

The EWFHT will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices, and procedures related to the provision of our goods and services.

This training will be provided to staff after they are hired.  As well, all staff will receive training.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• The EWFHT’s plan related to the customer service standard
• How to interact and communicate with people with various types of disabilities
• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
• How to use the automatic door openers and exam bed lifts available on-site that may help with providing goods or services to people with disabilities
• What to do if a person with a disability is having difficulty in accessing the EWFHT’s clinic. 

Staff will also be trained when changes are made to your accessible customer service plan.

Feedback process

Those who wish to provide feedback on the way the EWFHT provides goods and services to people with disabilities can provide feedback either:

• Verbally, by speaking to a staff member
• Via the suggestion box
• You can contact us here electronically.
• By telephone: 519-833-9396
• In writing or letter: Addressed to EWFHT, 6 Thompson Cres, Unit 1, Erin, ON, N0B 1T0 Attention: Management Team
• By fax : 519-833-0343

All feedback, including complaints, ideally will be provided in writing either via letter or contact us here directing it to the Management Team of the EWFHT.

Those who provide feedback can expect their feedback to be acknowledged in writing within 7-14 business days of receipt of the feedback by the EWFHT.

Those contacting us can expect their feedback to be investigated by the EWFHT Management Team and findings will be communicated back to you within four (4) weeks, unless otherwise notified, i.e.: timelines may be impacted by staff vacations, statutory holidays, etc.

We aim to respond to all feedback within the timelines above; however, if a complaint is complex it may occasionally be necessary to extend the timelines indicated in this policy.  If this is the case, we will keep the complainant informed of progress with the investigation, the reasons for the delay, and inform them of the new deadline.

Notice of availability

The EWFHT will notify the public that our policies are available upon request by posting them on our website and posting a notice in the waiting room of our clinics.

Modifications to this or other policies

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

Organizations in Ontario, under the Accessibility for Ontarians with Disabilities Act (AODA), are required to file accessibility compliance reports to demonstrate their adherence to accessibility standards. 

Please click Here to see the East Wellington Family Health Team compliance report.