NOTICE: Please contact us for estimated wait times and check out the “What to Expect” page to familiarize yourself with our triage levels.
We are committed to providing excellent care for our patients. We will provide compassionate service to our clients, patients and Employees in the surrounding area.
To always strive to provide our goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
a) Persons with disabilities are provided equal opportunity to obtain, use and benefit from the practice’s goods and services.
b) Goods and services are provided in a manner that respects the dignity and independence of people with disabilities.
c) The goods and services provided to people with disabilities are integrated with the provision to others unless an alternative measure is necessary to allow a person with a disability to benefit; the alternative measure may be temporary or permanent.
d) Communications with a person with a disability are conducted in a manner that takes the person’s disability into account.
e) Persons with disabilities may use assistive devices, service animals and support persons as is necessary to access our practices goods and services unless superseded by other legislation.
This policy and its procedures address the accessibility requirements of Regulation 429/07 Accessibility Standards for Customer Service under the Accessibility for Ontarians with Disabilities Act.
This policy applies to all employees of Animal Emergency Clinic of Durham Region.
It is the responsibility of the Practice Managers/or immediate supervisors to ensure that all employees follow the guidelines set out in this policy.
Each manager and/or immediate supervisor are responsible for ensuring all employees are trained under Accessibility Standards for Customer Service and this policy, practices and procedure.
Assistive Devices:
are auxiliary aids such as communication aids, cognition aids, personal mobility aids and medical aids (e.g., canes, crutches, wheelchairs or hearing aids).
Disability (As per the Ontario Human Rights Code) means:
a) Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device.
b) A condition of mental impairment or a developmental disability.
c) A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.
d) A mental disorder; or
e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act.
Employees mean every person who deals with members of the public or other third parties on behalf of Animal Emergency Clinic of Durham Region, whether the person does so as an employee, agent, volunteer or otherwise.
Persons with Disabilities are individuals who have a disability as defined under the Ontario Human Rights Code (and above).
Service Animals are animals individually trained to do work or perform tasks for the benefit of a person with a disability.
Support Persons are any persons, whether a paid professional, volunteer, family member, or friend, who accompany a person with a disability in order to help with communications, personal care or medical needs, or with access to goods or services.
We are committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
a) We will communicate with people with disabilities in ways that consider their disability.
b) We will train colleagues who communicate with customers on how to interact and communicate with people with various types of disabilities.
a) We are committed to providing fully accessible telephone service to our customers. We will train colleagues to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
b) We will offer to communicate with customers by e-mail and relay services if telephone communication is not suitable for their communication needs or is not available.
a) We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our colleagues are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
b) We will ensure that colleagues know how to use the following assistive devices available on our premises for customers: [insert list of assistive devices available on premises].
a) We are committed to providing accessible invoices to all our customers. For this reason, invoices will be provided in the following formats upon request: hard copy and e-mail.
b) We will answer any questions customers have about the content of the invoice in person, by telephone or e-mail.
a) We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties.
b) We will also ensure that all colleagues, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
c) We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
a) We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
b) The notice will be placed at all public entrances and service counters on our premises.
a) We will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:
Veterinarians; Veterinary Technicians; Veterinary Assistants; Customer Service Representatives; Co-Op Students; Volunteers.
b) This training will be provided 1 month after colleagues commence their duties.
c) Training will include the following:
Applicable colleagues will be trained in policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Colleagues will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
a) The goal of the practice is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
b) Feedback regarding the way the practice provides goods and services to people with disabilities can be made verbally, by e-mail, or in writing. All feedback will be directed to the Hospital Administrator. Customers can expect to hear back in 3 business days.
c) Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.
d) Upon receipt, the Practice Administrator or Practice Manager will investigate the matter with the appropriate personnel and provide a written response within thirty (30) days.
a) We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
b) Any policy of the practice that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
The practice notifies the public that documents related to accessible customer service are available upon request by posting a notice on the practice’s website. The Practice will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
a) This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by or referred to the Practice Administrator or Manager of the practice.
b) A copy of this policy is available upon request by contacting the Practice Administrator or Manager. In addition, a copy of this policy is available in the footer section of the company’s website.
c) The Policy document will be provided in a format that considers the person’s disability.
Menu