Nipigon District Memorial Hospital

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Background:

The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (ODA) is to achieve accessibility with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises in Ontario on or before January 01, 2025. The Act applies to organizations of all kinds (public, private, profit, non-profit, large, small) including hospitals, and requires the annual development of an Accessibility Plan to address barriers for people with disabilities. Common and sector-specific standards will be implemented by regulation – customer service, transportation, information and communications, built environment, and employment.

The Nipigon Hospita has prepared and posted its Accessibility Plan since 2003.

 

Accessible Customer Service:

Accessible Customer Service includes various forms of customer service – in person, telephone, electronic, mail, oral, visual, written; delivered by employees, volunteers or third parties.

 

Customer Service Standards:

1. Polices, practices and procedures:
   
   1. Goods or services will be provided in a manner which respects the dignity and independence of the individual and in a manner that takes into account the person's disability.
   2. Provision of goods or service will be integrated unless an alternate measure is necessary to enable the person with a disability to obtain, use or benefit from any goods or service.
   3. Persons with disabilities will be given equal opportunity to obtain, use or benefit from goods or service.
2. Use of Service animals, support person or assistive devices:
   
   1. Use of guide dogs, service animals, support persons and assistive devices will be permitted at all times, unless excluded by law from the premises.
   2. If a guide dog or service animal is excluded by law, Nipigon Hospital will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from nipigon Hospital goods or services
3. Disruption of Service:
   
   1. The Nipigon Hospital will provide notice appropriate to the situation when services on which people with disabilities rely on are temporarily disrupted. These services may include, but are not limited to accessible entrances, sufficient lighting for persons with low vision.
   2. Notice must include:
      
      1. Reason for disruption of service.
      2. Anticipated length of duration.
      3. Description of alternate facilities or service, if any, that are available.
4. Training:
   
   1. Training about the provision of goods or services to persons with disabilities will be provided to staff, volunteers, physicians, students or otherwise.
   2. Training about the provision of goods and services to persons with disabilities will be provided to persons contributing to the development of the provider's policies, practices and procedures governing the provision of goods and services to the general public.
   3. Training will be provided as soon as practicable during the orientation period for new employees.
   4. Training will be ongoing in connection with changes to policies, practices and procedures.
   5. Training will include a review of the purposes of the Act, the requirement of this Regulation and instruction about:
      
      1. How to interact with persons with various types of disabilities.
      2. How to interact with persons with disabilities who use an assistive device, require assistance of a service animal or the assistance of a support person.
      3. How to use equipment or devices available on the provider's premises or otherwise provided by the provider that may help with the provision of goods or services to a person with a disability.
      4. What to do if a person with a particular type of disability is having difficulty accessing the provider's goods or services.
   6. Nipigon Hospital training policy will be available for the public and will identify:
      
      1. Summary of the contents of the training and details of when the training is to be provided.
      2. Record of training provided, including the dates on which training is provide and the number of individuals to whom it is provided.
5. Feedback Process:
   
   1. Patients and families are welcome to contact the Director of Environment Services/ Accessibility Coordinator regarding Accessibility information or issues. The focus is to improve communication, access information or resources, and address and resolve difficulties through email ( ), telephone 887-3026 ext. 223 or personal contact at the hospitals Administration Office.
   2. The Director of Environment Services/ Accessibility Coordinator provides a bridge between patients/families and the hospital. The Director of Environment Services/Accessibility Coordinator or designate will assist patients or families who are experiencing difficulty, or who may have questions, concerns or a compliment about their care or service at Nipigon Hospital.
   3. The CEO/Director of Risk Management, Director of Environment Services/Accessibility Coordinator or designate will respond to any feedback, investigate a complaint, and take actions as appropriate. The person providing the feedback or making a complaint will be apprised of the outcomes within 3 business days.
   4. Feedback and suggestions from patients and families may be provided in person, in writing or by electronic text by email or on a diskette, or by telephone or any other means of communication that is appropriate. Alternative communication formats may be arranged upon request.
   5. Confidentiality is highly respected and maintained.
6. Availability of Documents:
   
   1. Notice of the availability of Nipigon Hospital Accessibility policies will be posted in a conspicuous place on the premises and/or on the Nipigon web page (intranet and internet). Information Boards are available in the front lobby waiting area and the Emergency Department waiting room.
   2. All policies and procedure documents related to Accessibility will be available to the public in a format agreed upon with the person with a disability.
7. Telephone Services:
   
   1. The Nipigon Hospital will provide fully accessible telephone service to its customers. The hospital will train its staff to communicate with customers over the telephone in plain and clear language, and to speak clearly and slowly. If telephone communication is not suitable to the person's communication needs, the hospital will offer to communicate with customers in other formats as appropriate and available i.e. free service by Bell Telephone.
8. Billing Service:
   
   1. The NipigonHospital will provide accessible invoices to all its customers. For this reason, invoices will be provided in the following formats upon request – hard copy, large print, email, etc. The hospital will answer any questions about the billing in person, by telephone, in writing or by electronic text by email or on a diskette, or any other means of communication that is appropriate.
9. Consumer Participation:
   
   1. Nipigon Hospital welcomes the perspectives and participation of people with disabilities and community members as part of the hospital's commitment to accessibility planning. The following methods/ are available to participate and contribute to accessibility.

 

Contact Linda Enders, Accessibility Working Group chair, at 887-3026 ext 223 or to file a complaint or make a suggestion regarding accessibility.

Become a member of the Hospital's Accessibility Working Group by sending in correspondence requesting your participation on the Committee to the above hospital personnel.

 

References:

Accessibility for Ontarians with Disabilities Act, 2005

Accessibility for Ontarians with Disabilities Act, 2005 Customer Services Standard 429/07

Blind Person's Rights Act R.S., c. 40,s.1

 

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