At The Peterborough Clinic, we strive to provide a positive experience for each person. That means we are committed to making sure everyone is able to communicate with us and can access our services.
Our staff is trained on our Accessibility Policy on how to best work with people who need any kind of assistance when receiving our services.

Patients who wish to provide feedback on the way the Clinic provides services to people with disabilities can do so by phone, email or mailed letter based on the contact information below:
The Peterborough Clinic
Attention: Human Resources
26 Hospital Drive
Peterborough, ON K9J 7C3
Phone: (705) 743-2040
hr@ptboclinic.com
administration@ptboclinic.com

 

All feedback will be directed to the Human Resources Manager and the Clinic Administrator and will be addressed according to our organizations’ regular complaints/comment procedures. Patients can expect a response to their inquiries within five business days.

Patients are also welcome to contact the Clinic regarding the following reasons:

• If you are coming to the Clinic and require information about accessibility
• To request a copy of our Accessibility Policies
• To request Clinic patient communications in an accessible format

The Peterborough Clinic – Accessibility for Ontarians with Disabilities Policy: Part One – Customer Service

The Peterborough Clinic – Accessibility for Ontarians with Disabilities Policy: Part Two – Multi-Year Accessibility Plan

 

The Peterborough Clinic – Accessibility for Ontarians with Disabilities Policy: Part One – Customer Service

Act Overview:
The act first became law in 2005. This makes Ontario the first jurisdiction in Canada to create comprehensive accessibility standards for important areas of life. The act breaks down barriers faced by people with disabilities to make Ontario accessible in the following areas:

• Customer service
• Transportation
• Information and communications
• Built environment – which may include buildings, parking, and entrances
• Employment

The first area of compliance is customer service and is in effect by January 2012 with all areas completed by the year 2025.
The standards that must be met will affect people with the full range of disabilities, including physical, vision, hearing and sensory, mental health, developmental and learning.

Part One – Providing Goods and Services to People with Disabilities

Policy Intent:
The Peterborough Clinic is committed to excellence in serving all customers including people with disabilities.

Assistive Devices
We will ensure that our staff is 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 Animal
We welcome people with disabilities and their service animals. Service animals are permitted on the parts of our premises open to the public as long as they remain under the control of the person requiring its service, and their presence is not otherwise excluded by law.
If it is not readily apparent whether an animal accompanying a customer is a service animal, the Clinic may choose to request a letter from a regulated health professional confirming the animal’s status.

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. The support person may accompany them in confidential matters with the consent of the person with a disability. Normal parking fees will apply to all persons.

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities such as both elevators become unavailable the Clinic will notify customers as soon as possible by posting a notice. This notice will include information about the reason for the disruption, its anticipated length of time, and alternate facilities or services available. The notice will be placed at the front entrance and on the switchboard desk.

Staff Education
The Clinic will provide training to all employees. This training will be provided to new staff during the orientation process. Existing staff will be trained by small group meeting and a memo. The training will include an overview of the act and the Clinic’s plan related to the customer service standard. Additionally, it will cover how to interact and communicate with people with various types of disabilities, who use an assistive device or require a support person or animal for assistance. Lastly, what to do if a person with a disability has difficulty accessing the Clinic’s services. The staff will be trained when any changes are made to the Clinic’s plan.

Feedback Process
Patients who wish to provide feedback on the way the Clinic provides services to people with disabilities can do so by phone, email or mailed letter based on the information below.

The Peterborough Clinic
26 Hospital Drive
Peterborough, ON
K9J 7C3
Attention: Human Resources
705-743-2040
www.peterboroughclinic.com

All feedback will be directed to the Human Resources Manager and the Clinic Administrator and be addressed according to our organizations regular complaint procedure. Patients can expect to hear back in five business days.

You may also wish to contact us using the above methods for the following reasons:

• If you coming to the Clinic and require information about accessibility
• To request a copy of our Accessible Customer Service Policy
• To request Clinic patient communications in an accessible format

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The Peterborough Clinic – Accessibility for Ontarians with Disabilities Policy: Part Two – Multi-Year Accessibility Plan

Act Overview:
The act first became law in 2005. This makes Ontario the first jurisdiction in Canada to create comprehensive accessibility standards for important areas of life. The act breaks down barriers faced by people with disabilities to make Ontario accessible in the following areas:

• Customer service
• Transportation
• Information and communications
• Built environment – which may include buildings, parking, and entrances
• Employment

The first area of compliance is customer service and is in effect by January 2012 with all areas completed by the year 2025.

The standards that must be met will affect people with the full range of disabilities, including physical, vision, hearing and sensory, mental health, developmental and learning.

Part One – Providing Goods and Services to People with Disabilities

Policy Intent:
This 2014-2021 accessibility plan outlines the policies and actions that The Peterborough Clinic will put in place to improve opportunities for people with disabilities.

Statement of Commitment:
The Peterborough Clinic is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers in compliance with the Accessibility for Ontarians with Disabilities Act to the best of our ability to do so.

Accessible Emergency Information:
The Peterborough Clinic is committed to providing the patients and employees with publicly available emergency information in an accessible way upon request. Employees with disabilities will be provided individualized emergency response information when necessary. (See Appendix A)
These individualized plans will include:

1. The accommodations the Clinic will provide
2. How the Clinic will help employees to stay as safe as possible
3. How and when the plans will be reviewed and updated
4. All this provided in an accessible format

Accommodation Plans for Employees with Disabilities:
The Clinic is committed to developing accommodation plans to employees requiring such plans in a clear and consistent manner. The Clinic will include the employee in the development of their plans while doing our upmost to maintain confidentiality. The Clinic will assess the accommodation needs of the employee and provide, in accessible formats if needed, a detailed plan of their accommodation. These individualized plans will be reviewed yearly or when a change has occurred to the employee’s needs or the Clinic’s ability to provide said accommodations. Accommodations will be made as is reasonably possible while ensuring the consistent operation of the Clinic by January 1, 2016. (See Appendix B)

Staff Education:
The Clinic will provide training to all employees on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training of existing staff will be provided in a way that best suits the duties of the employees. All new hires will be trained during the orientation process. (See Appendix C)

The Peterborough Clinic will use some or all of the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015.

A yearly review of the Clinic’s accessibility by the Health & Safety Committee. If barriers exist, prioritize them and address them in a timely manner. Any barriers and recommendations will be forwarded to the Executive Committee for final decisions and project approvals:

1. Yearly review of personalized plans those involved in the accommodation plan.
2. Newsletter, email and website reminders of existing policies.
3. Luncheons to train employees of policy changes.
4. Handouts, questionnaires and survey’s as needed.
5. Employees will be required to sign a record indicating completion of training which will be kept by Human Resources.

Information and Communications:
The Peterborough Clinic is committed to meeting the communication needs of people with disabilities by:

1. Making all new websites and content on those sites conform to WCAG 2.0 Level A by January 1, 2014.
2. All existing websites and content will conform to WCAG 2.0 Level AA by January 1, 2021.
3. Consulting people with disabilities to determine their information and communication needs on an individual request basis to ascertain if the Clinic can assist any further.
4. Provide accessible formats and communications supports as quickly as possible, at no additional cost when a person with a disability requests it by January 1, 2016.
5. Staying current on the building code for all new projects and major renovations.

Employment Standard:
The Peterborough Clinic is committed to fair and accessible employment practices. We have taken the following steps to notify the public and staff that, when requested, The Clinic will accommodate people with disabilities during the recruitment and assessment processes and when people are hired.

1. Let applicants know we will accommodate during the selection process.
2. If accommodation is requested we will consult with them and make adjustments that best suit their needs.
3. Notify successful applicants of our policies for accommodating employees with disabilities.

For Employees:
The Clinic will take the following steps to ensure our employees know about our organizations policy for supporting employees with disabilities. By January 1, 2016 we will:

1. Ensure our staff know about our policy
2. Inform our employees about the policy when hired or when there is a policy change.
3. The process for individual accommodation plans are in place. We will further develop return to work policies for employees absent due to a disability and when using performance management, career development and redeployment processes.

Building Environment & Kiosks
The Peterborough Clinic will take all reasonable steps to prevent or remove any other accessibility barriers as identified by the public or employees as required and requested.

1. The Peterborough Clinic will consider accessibility standards for design of public space when new construction or major renovations occur within our premises.
2. The Peterborough Clinic will ensure the needs of people with disabilities are considered when designing, procuring or acquiring self-service kiosks by January 1, 2015. Memo sent to Executive Committee and Facility Manager regarding full scope of responsibility moving forward.
3. The Peterborough Clinic, in conjunction with the Maintenance Department, is committed to maintaining accessibility-related equipment.

Transportation
The Clinic has reviewed this regulation and it is not applicable at this time.

Feedback Process:
Patients who wish to provide feedback on the way the Clinic provides services to people with disabilities can do so by phone, email or mailed letter based on the information below.

The Peterborough Clinic
26 Hospital Drive
Peterborough, ON
K9J 7C3
Attention: Human Resources
705-743-2040
www.peterboroughclinic.com
hr@ptboclinic.com
administration@ptboclinic.com

All feedback will be directed to the Human Resources Manager and the Clinic Administrator and be addressed according to our organizations regular complaint/comment procedures. Patients can normally expect to hear back in five business days.

You may also wish to contact us using the above methods for the following reasons:

• If you coming to the Clinic and require information about accessibility
• To request a copy of our Accessible Customer Policies
• To request Clinic patient communications in an accessible format

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