Accessible Customer Service Policy

Providing Goods and Services to People with Disabilities 

Hospice Simcoe 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 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.

X  Fees will not be charged for support persons

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities (enter list of services/facilities) front door opener, Hospice Simcoe 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 at Front Door (notice will include a phone number to obtain staff support to open the door). Website (notice will include a phone number to obtain staff support to open the door).

Training for staff

Hospice Simcoe will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.

Individuals in the following positions will be trained: Volunteers, nursing / PSW staff, administrative staff. This training will be provided to staff within 6 months.

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Hospice Simcoe’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 opener, Deaf Access
• What to do if a person with a disability is having difficulty in accessing Hospice Simcoe’s goods and services
• Staff will also be trained when changes are made to the plan.

Feedback process

Customers who wish to provide feedback on the way Hospice Simcoe provides goods and services to people with disabilities can E-mail the Executive Director, use the suggestion box or tell any staff member or volunteer.

All feedback will be directed to Executive Director. Customers can expect to hear back in 7 days.

Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

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