Accessibility
The eHealth Centre of Excellence’s mission is to provide leadership and excellence in comprehensive patient-centred primary care through education, research, innovation, and care provision in a collaborate, sustainable, inter-professional environment.
Centre for Family Medicine Care Innovations, operating as eHealth Centre of Excellence, is committed to providing a safe, healthy and supportive work environment by treating every employee, customer, job applicant, and other stakeholder with respect, fairness, and sensitivity. The eHealth Centre of Excellence is also committed to meeting the needs of all stakeholders with disabilities in a timely manner that respects the dignity and independence of persons with disabilities, and continuing to remove and prevent barriers to accessibility by meeting accessibility requirements under Ontario’s accessibility laws.
Multi-Year Accessibility Plan (AODA), 2020 – 2025
This 2020 to 2025 accessibility plan outlines the policies and actions that the Centre of Family Medicine Care Innovations (“CFFM CI”) will put in place to improve opportunities for people with disabilities in accordance with the requirements communicated under the Integrated Accessibility Standards, Ontario Regulation 191/11.
Statement of Commitment
CFFM CI’s mission is to provide leadership and excellence in comprehensive patient-centred primary care through education, research, innovation, and care provision in a collaborate, sustainable, inter-professional environment.
CFFM CI is committed to providing a safe, healthy and supportive work environment by treating every employee, customer, job applicant, and other stakeholder with respect, fairness, and sensitivity. CFFM CI is committed to meeting the needs of all stakeholders with disabilities in a timely manner that respects the dignity and independence of persons with disabilities, and continuing to remove and prevent barriers to accessibility and by meeting accessibility requirements under Ontario’s accessibility laws.
Review and Update
This document must be reviewed and updated by December 31, 2025.
Policy Owner: Human Resources
Date Created: November 2020
Date Revised: November 2020
Review Cycle: 5 years
Approver: D. Walden
| Obligation | Actions(s) Taken | Compliance Date | Status |
|---|---|---|---|
| Create, review and update Customer Service Standards policy | Policy created by the Centre for Family Medicine and carried forward by CFFM CI when it became its own organization on April 2014. Human Resources conducts an annual review of the policy, and updates the policy as required. | January 1, 2014 | Complete |
| Create, review, and update a multi-year accessibility plan | Plan created and posted on November 2020. Human Resources conducts a review of the plan every 5 years, or earlier as required. | January 1, 2014 | Complete |
| Train all staff on Ontario’s accessibility laws | Training conducted by the Centre for Family Medicine and carried forward for CFFM CI when it came its own organization on April 2014. Human Resources provides Customer Service Standards and AODA training to all new hires and compliance training with existing employees whenever the policy is updated. Training materials are also updated annually as required | January 1, 2015 | Complete |
| Obligation | Actions(s) Taken | Compliance Date | Status |
|---|---|---|---|
| Establish a feedback process | Established in Customer Service Standard policy, and also communicated on CFFM CI’s accessibility page effective November 2020 (viewable here) | January 1, 2015 | Complete |
| Provide accessible formats and communication supports for customers and employees | As requested to the extent practicable by Human Resources. Established in the Customer Service Standard policy, and also communicated on CFFM CI’s accessibility page effective November 2020 (viewable here) | January 1, 2016 | Upon Request |
| As requested, provide emergency procedures in an accessible format | As requested to the extent practicable by Human Resources. Established in the Customer Service Standard policy, and also communicated on CFFM CI’s accessibility page effective November 2020 (viewable here) | January 1, 2012 | Upon Request |
| Ensure Web Content Accessibility Guidelines (WCAG) are compliant to ensure that websites and web content are accessible | Level A completed. Level AA on schedule to be completed within compliance date by the Communications team. Monitored by the Communications team on an ongoing basis to ensure compliance based on website updates. | Level A: January 1, 2014 Level AA: January 1, 2021 | Complete In Progress |
| Obligation | Actions(s) Taken | Compliance Date | Status |
|---|---|---|---|
| Review recruitment practices with respect to hiring and interviewing, as per the requirements under the employment standards | Recruitment practices reviewed by Human Resources on an ongoing basis and documented in the HR Handbook. | January 2016 | Completed |
| Notify candidates and employees about the availability of accommodation for applicants with disabilities in the recruitment process | Notification communicated in writing in job postings. Accommodation process for recruitment documented in the HR Handbook on June 2016 and reviewed by Human Resources. | January 2016 | Completed |
| Inform all current and new employees of policies used to support employees with disabilities | Accommodation processes documented in the HR Handbook, which is distributed to all new employees and located in the company intranet. | January 2016 | Completed |
| Provide or arrange accessible formats and communication supports for employees | Accessible formats and communication supports can be arranged by Human Resources upon request, and per the Customer Service Standard and HR Handbook. | January 2016 | Upon request |
| Provide individualized workplace emergency response information to employees who have a disability | Provided as needed to employees who have a disability by Human Resources. | January 2016 | Upon request |
| During the performance management process, CFFM CI will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans | Accessibility needs of employees with disabilities are considered during the performance management process, as per the HR Handbook. | January 2016 | Completed |
| For career development and advancement, CFFM CI will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans | Accessibility needs of employees with disabilities are considered while discussing career development and advancement, as per the HR Handbook. | January 2016 | Completed |
| At the time of redeployment, CFFM CI will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans | Accessibility needs of employees with disabilities are considered while redeployment, as per the HR Handbook. | January 2016 | Completed |
CFFM CI Customer Service Standards Policy
Mission
The Centre for Family Medicine Care Innovations (CFFM CI) is committed to providing a safe, healthy and supportive work environment by treating our employees and patients with respect, fairness, and sensitivity.
Purpose
To establish guidelines to ensure all CFFM CI services are accessible to our patients and staff in accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, established by the Accessibility for Ontarians with Disabilities Act, 2005.
Commitment
CFFM CI is committed to providing a safe, healthy and supportive work environment by treating every employee, customer, job applicant, and other stakeholder with respect, fairness, and sensitivity. CFFM CI is committed to meeting the needs of all stakeholders with disabilities in a timely manner that respects the dignity and independence of persons with disabilities, and continuing to remove and prevent barriers to accessibility and by meeting accessibility requirements under Ontario’s accessibility laws.
Scope
This policy applies to all Centre for Family Medicine Care Innovations (CFFM CI) employees, consultants, learners, and volunteers.
General Principles and Practices
CFFM CI shall meet its duties and responsibilities under Ontario Regulation 429/07 by adhering to the following principles and practices:
Training
CFFM CI will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Services. This includes all CFFM CI staff, as there is the potential for all to interact with the public and our stakeholders. The training shall include:
- a review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
- a review of the requirements of the Accessibility Standards for Customer Service (Ontario Regulations 429/07).
- how to interact and communicate with persons with various types of disabilities.
- how to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person.
- information on how to use equipment to help people with disabilities access services.
- what to do if a person with a disability is having difficulty accessing CFFM CI services.
- instruction on CFFM CI’s policies, procedures and practices pertaining to the provision of services to persons with disabilities.
Training will be provided to all current staff, at new employee orientation, then ongoing as required. Records will be kept indicating the date and training provided and whom it was provided to. It is the expectation of our staff to accommodate those with disabilities as per the legislative guidelines.
Assistive Devices and other Measures that Assist with Accessibility:
A person with a disability may provide their own assistive devices for the purpose of obtaining, using and benefiting from the services provided by CFFM CI.
In the event a person with a disability is hindered from accessing CFFM CI services through the use of their own assistive device, then CFFM CI may offer a person with a disability other reasonable measures to assist, should such measures be available.
Service Animals:
A person with a disability accompanied by a service animal is permitted to enter CFFM CI premises with the animal unless the animal is otherwise excluded by law. Where a service animal is excluded by law, CFFM CI will ensure that other measures are made available to enable the person with the disability to obtain, use and benefit from the services provided at CFFM CI.
Support Persons:
When a person with a disability is accompanied by a support person, CFFM CI will ensure that both persons are permitted entry into our facility and that the person with a disability is not prevented from having access to the support person.
Accessible Formats and Communications Supports:
Upon request, CFFM CI will provide or will arrange for the provision of accessible formats and communications for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability.
CFFM CI will consult with the person making the request in determining the suitability of an accessible format or communication support, and will also notify the public about the availability of accessible formats and communication supports.
Notice of Temporary Disruptions:
CFFM CI will give notice of temporary disruptions to services or facilities used by persons with disabilities including the reason(s) for the disruption, the anticipated duration of the disruption and alternative facilities or services that may be available.
The notice shall be posted in a conspicuous place on the premises of the facility or by other reasonable methods, as appropriate.
Emergency Procedures:
Any emergency procedures, plans and public safety information that are prepared by CFFM CI, and made available to the public, will be made available in an accessible format or with appropriate communication supports, as soon as practicable, upon request.
Feedback
Customers who wish to provide feedback on the way CFFM CI provides goods and service to people with disabilities, or require an accommodation, can contact the company by email to hr@ehealthce.ca, by telephone 519-885-0606 (ask to speak to HR), and in-person (ask for HR).
Modifications to this or other policies
Any policy, practice, or procedure of CFFM CI that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
Policy Review
This Accessibility Standards for Customer Service Policy and Program will be reviewed annually by Human Resources.
Creation Date: November 2011
Author: Sylvia Decker (CFFM FHT)
Revised: November 2020
Reviewed: November 2020