Accessible Customer Service Plan

Commitment to Customer Service

The Guelph Family Health Team (GFHT) is committed to providing barrier-free Customer Service.

Notices

In the event of a planned or unexpected distruption to services of facilities for customers with disabilities, notice will be provided regarding affected areas, reason, expected duration and alternative access.  These areas could include automatic doors, elevators, receptions, training or meeting facilities, offices or kitchen. The GFHT will notify customers promptly and appropriately. This includes notices on assistive devices or equipment, front door, facility doors or windows, reception, waiting areas or on the GFHT website (www.GuelphFHT.com)

Employee Training

GFHT will provide training to employees, volunteers and others who deal with the public or other representatives.  Training will be provided to all employees, volunteers, contractors, interns and coop students.  This training will be offered prior to January 1, 2012 and subsequently through regular orientation.

Training will include:

✔  An overview of the Accessibility for Ontarians with Disabilities Act and the requirements of the Customer Service Standard.

✔  GFHT’s plan related to the Customer Service Standard.

✔  How to properly interact and communciate with people with various types of disabilities and those who use an assistive device or require the assistance of a service animal or support person.

✔  Information and instruction on GFHT’s equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.  These may include but are not limited to accommodations such as automatic doors, accessible washrooms, phones and phone devices, presentation tools, elevators, security.

✔  GFHT’s commitment to assist with access to the GFHT’s services.

Feedback Process

Customers who wish to share feedback to GFHT regarding provision of services to people with disabilities can provide comments to any representative of GFHT.  This may be offered directly, verbally or otherwise, by phone, email, letter or website contact.

Modifications

All policies of the GFHT will continue to be improved and updated to ensure to respect the dignity and independence of people with disabilities and all customers that we serve.