Accessibility for Ontarians with Disabilities Act (AODA) Customer Service Standards Plan
Providing Services to People with Disabilities
Shouldice Hospital is committed to excellence in serving all patients including people with disabilities. This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of services to the public or other third parties.
We will ensure that our staff is trained and familiar with various assistive devices that may be used by patients with disabilities while accessing our services.
We will communicate with people with disabilities in ways that take into account their disability.
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.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises at no extra charge.
In the event of a planned or unexpected disruption of services, Shouldice Hospital will notify patients. Notices will be posted and information will be available on our website.
Training for Staff
Shouldice Hospital will provide training to all employees and others who deal with the public. As reflected in the Ontario Regulation 429/07, regardless of the format, training will cover the following:
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
- A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
- Instructions on how to interact and communicate with people with various types of disabilities and assistive devices.
- Instructions on how to use equipment or devices that are available at Shouldice Hospital that we provide that may be helpful for people with disabilities.
- Instructions on what to do if a person with a disability is having difficulty accessing our services.
- Shouldice Hospital policies, procedures and practices pertaining to providing accessible customer service to patients with disabilities.
Shouldice Hospital will provide training to new employees during orientation. Revised training will be provided in the event of changes to legislation, procedures, and/or practices. Shouldice Hospital will keep a record of the training that will include the dates training was provided and the number of employees who attended the training.
Feedback | Alternative Formats
Patients can provide feedback on the way Shouldice Hospital provides its services. Alternative communication formats are available upon request.
Phone: 905 889-1125
Mail: Managing Director
7750 Bayview Avenue
Thornhill, ON L3T 4A3
Shouldice Hospital is committed to customer service policies that respect and promote the dignity and independence of patients with disabilities. Any policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.