Accessibility Standards for Customer Service Policy

Purpose

This policy governs the provision of Patient Ombudsman services in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and Regulation 429/07, “Accessibility Standards for Customer Services.”

 

Patient Ombudsman is committed to ensuring its services are consistent with the requirements of the Accessibility Standards for Customer Service:

 

  • services must be provided in a manner that respects the dignity and independence of persons with disabilities;
  • provision of services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the services; and,
  • persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the services.

 

Communication

When communicating with a person with a disability, Patient Ombudsman will communicate in a manner that takes into account the person’s disability.

 

Use of Assistive Devices

Recognizing that some persons with disabilities require the use of assistive devices in order to access services, Patient Ombudsman will work with these individuals in using their assistive devices to obtain, use or benefit from its services.

 

In addition to email and telephone service, Patient Ombudsman offers TTY service to enable persons with disabilities to access its services. Further, Patient Ombudsman maintains an accessible website that has been reviewed professionally to ensure it is compliant. If necessary, alternate service methods will also be made available to accommodate individual needs.

 

Service Animals

Patient Ombudsman recognizes that some persons with disabilities may require the use of a guide dog or other service animal in order to access services. Individuals accompanied by a guide dog or other service animal are welcome to enter the Patient Ombudsman premises and to keep the animal with them, unless the animal is otherwise excluded by law from the premises.

 

If the animal is legally excluded from the premises, Patient Ombudsman will provide alternative measures to enable the individuals to obtain, use or benefit from its services.

 

Support Persons

Patient Ombudsman recognizes that some persons with disabilities rely on support persons for assistance in accessing services. An individual with a disability who is accompanied by a support person may enter Patient Ombudsman’s premises together with the support person, and will not be prevented from having access to the support person while on the premises. Further, when Patient Ombudsman employees are meeting with an individual with disabilities in a place other than Patient Ombudsman’s premises, the support person may remain present with the individual at the discretion of the individual.

 

Given the nature of Patient Ombudsman’s work, support persons accompanying or assisting persons with disabilities may be required to undertake to keep the matters discussed confidential.

 

Disruptions to Service

In the event of a planned or unexpected disruption to Patient Ombudsman’s facilities or services that are usually used by persons with disabilities, Patient Ombudsman will provide notice of the disruption to the public, including the reason for the disruption, its anticipated duration, and a description of alternative facilities or services that may be available. Notice of such disruption will normally be posted on Patient Ombudsman’s website and may also be posted on the physical premises, when appropriate in the circumstances.

 

Staff Training

Patient Ombudsman will provide training to its staff about the provisions of services to persons with disabilities. The training will include a review of this Policy, the purpose of the Accessibility for Ontarians with Disabilities Act, 2005, as well as requirements of the Accessibility Standards for Customer Service. The training will also include:

 

  • how to interact and communicate with individuals with various types of disabilities, including those who use assistive devices, service animals or support persons;
  • how to use any equipment or devices available at Patient Ombudsman that may help with the provision of services to persons with disabilities; and,
  • what to do if a person with a disability is having difficulty accessing Patient Ombudsman’s services.

 

Staff will be trained upon commencement of their employment and as necessary from time to time.

Patient Ombudsman will keep a record of the training it provides.

 

Comments and Complaints

Comments or complaints regarding Patient Ombudsman’s provision of services to persons with disabilities can be made to:

 

Attention: Executive Director

By Mail:               
Patient Ombudsman
Box 130, 77 Wellesley St., West
Toronto, ON   M7A 1N3

By Telephone: 1-888-321-0339 (Toll free Canada & U.S.A)

By Fax: 416-597-5372

By TTY: 416-597-5371

By Email: info@patientombudsman.ca

 

Comments or complaints about how Patient Ombudsman receives feedback about its provision of services to persons with disabilities may also be made using the same contact information.

 

If necessary and requested, Patient Ombudsman will provide accessible formats and communication supports to accommodate individual needs in making a comment or complaint about Patient Ombudsman’s provision of services to persons with disabilities and/or this process for feedback.
All comments and complaints will be reviewed by the Executive Director, and other staff as appropriate, to identify potential opportunities to improve accessibility and ensure that appropriate actions are taken by Patient Ombudsman in response to concerns raised.

 

An appointment is recommended for in-person service. Patient Ombudsman’s office hours are from 9:00 a.m. to 4:00 p.m., Monday to Friday. The office is closed on statutory holidays.

 

Copies of this Policy

Patient Ombudsman recognizes that persons with disabilities may use methods other than standard print to access information. If required, Patient Ombudsman will provide a person with disabilities with a copy of this Policy, or the information contained in this Policy, in a format that takes into account the person’s disability and is mutually agreed upon.

 

 


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