The Scarborough Hospital has committed to making our facilities and services barrier-free, and has developed the following Accessible Customer Service Policy:
In fulfilling its mission to provide an outstanding care experience that meets the unique needs of each and every patient, The Scarborough Hospital (TSH) strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities.
TSH is dedicated to excellence in serving all patients, families and visitors. We are committed to providing people with disabilities the same opportunities to access our care and services, allowing them to benefit from the same services, in the same place and in a similar way, as other patients and their families.
This policy establishes accessibility standards for customer service at TSH, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (the Act) and Ontario Regulation 429/07.
This policy applies equally to all members of the Hospital community, including employees, Physicians, volunteers, students, contractors and any others who interact with the public on behalf of the Hospital.
Accessible means that customer service is provided in a way that is capable of being easily understood or appreciated; that is easy to get at, be reached, or entered. It is equally obtainable to all.
As defined in Section 2 of the Act, Disability means:
The definition includes disabilities of different severity, visible as well as non-visible disabilities, and disabilities the effects of which may come and go.
Section 1: Use of Service Animals and Support Persons
We are committed to welcoming people with disabilities who are accompanied by service animals to all areas of the hospital unless excluded by law or public health concern. Exclusions at TSH include the Intensive Care Unit (ICU), Operating Room (OR), Coronary Care Unit (CCU), Acute Medical Unit (AMU), Acute Surgical Unit (ASU), Hospital laboratories, kitchens, medication preparation areas, sterilization areas (SPD) and clean or sterile supply storage areas.
People accompanied by service animals are responsible for the care and supervision of their service animals. TSH will not accept responsibility for service animals’ care while the animal is on the premises. It is the owner’s responsibility to make arrangements for their animals’ care.
If a person with a disability is prevented from accessing their support animal, the hospital will, where appropriate and available, arrange an alternate service to allow that person to access hospital services.
People with disabilities who are accompanied by a support person have the right to have access to that support person while receiving care and services at TSH.
The hospital may, however, limit a support person’s access to their charge on the basis of medical or safety considerations. For example, if a designated support person has a communicable illness and it is likely that they will put others at risk due to their illness, they may be denied access to their charge or to areas of the hospital.
If a person with a disability is deprived of access to their support person for this reason, the hospital will assume responsibility for the basic care of the individual with a disability. If possible, situations requiring the separation of individual and support person will be discussed with the individual in advance and appropriate measures taken.
The hospital may also require the presence of a support person, if it is deemed by staff that a significant amount of risk is incurred by an individual with a disability who is attempting to access hospital services without assistance.
Section 2: Assistive Devices:
TSH will ensure that relevant staff members know how to access and use the assistive devices that are available at TSH and that there are instructions available for these devices. These include, but are not limited to:
The following equipment is available thorough the telecommunications department at both campuses:
Section 3: Notice of Temporary Disruptions
TSH will provide notice to the public in the event of planned or unexpected disruptions in the facilities or services usually used by people with disabilities. These notices will include information about:
All disruptions in accessibility services must be reported to the Community Relations and Public Affairs Department so that a notice of temporary disruption can be issued. Notices of Temporary Disruption may be:
Section 4: Accessibility Training
All members of the Hospital community, including staff, volunteers, Physicians, Board members, contractors and others who interact with the public or other third parties on behalf of the Hospital will receive training on providing customer service to people with disabilities.
Training will be provided based on individuals’ needs and duties within the Hospital and as soon as is practical after they are assigned the applicable duties. Training may be in the form of a group session, a brochure, a web-based training modules and/or as a component of the New Hire Orientation agenda.
Training records will be kept for all participants.
Training will include:
Section 5: Feedback Process
Feedback and comments on the quality of care and services The Scarborough Hospital provides to people with disabilities are welcome and appreciated. All feedback will be reviewed and responded to.
Feedback can be provided to the Hospital by:
This feedback process is promoted on the website and through other printed outreach methods.
The Feedback Policy is available on the intranet.
Section 6: Notice of availability of documents
Notice of the availability of documents will be provided on the web site and through other printed methods.
Section 7: Format of documents
When requested, the Hospital will provide documents or information contained in documents in alternate formats that take into account the requestor’s accessibility needs.
A PDF of this policy is available here.