Accessibility Policy

The GFHT provides welcoming and accommodating service to all persons, including those with disabilities. With a commitment to service excellence and compliance, we will extend our services in the following areas:

• Provide services which allow ease of access. Services will accommodate individual requirements for inclusivity.
• Our staff will be trained in applying communication tools and best practices, in dealing effectively with people/patients with disabilities.
• Post GFHT’s Accessibility Policy in the main reception area, as well as on our web and employee site.
• Provide individual assistance for accessibility when necessary which includes accessible doors, facilities, washrooms, etc.
• Allow individuals to use their own assistive device(s) and/ or use GFHT’s assistive devices. These may include but are not limited to technology, phones, wheelchairs, walkers, electronic scooters, canes, etc.
• Ensure access for support persons and/or service animals.
• Provide notice of service disruptions, including duration and alternative access. This includes notice by appropriate signage, as well as website alerts or e-mail notifications when necessary.
• Accommodate requests for alternative formats or methods for communication.
• Encourage feedback, comments and suggestions through varied means, including in-person, calls, written (email, letter or note), or through our website.
• Respond to any questions or complaints efficiently c/o the GFHT Executive Director.
• Provide employee training and ongoing education about AODA Customer Service Standard which encourages awareness, sensitivity, and consideration of services to persons with disabilities.
• Report our status and progress to the Ontario government.

Accessibility Process

The Guelph Family Health Team’s mission is to champion the development and delivery of high quality collaborative health care that informs and assists our patients to make decisions that maximize their wellness potential. As part of our mission, we are committed to promoting privacy and protecting the confidentiality of the health information we hold about you.

Our doctors belong to a Family Health Organization and they are each health information custodians under the Personal Health Information Protection Act, 2004 (PHIPA). For the purposes of privacy obligations, the Guelph Family Health Team and our staff are agents of the doctors and the Family Health Organization. This means we all follow the same rules and work together to protect your privacy.

YOUR HEALTH RECORD: Your health record includes information relevant to your health including your date of birth, contact information, health history, family health history, record of your visits, the care and support you received during those visits, results from tests and procedures, and information from other health care providers. Your record at our clinic is our property, but the information in your file belongs to you.

You have the right to access your health record in a timely manner. If you request a copy of your record, one will be provided to you at a reasonable cost. If you wish to view the original record, one of our staff must be present, and a reasonable fee may be charged for this access. If you need a copy of your health record, please contact our privacy officer in writing or ask your physician or care provider who will explain the process. In extremely rare situations you may be denied access to some or all of your record.

We make every effort to ensure that all of your information is recorded accurately. Please let us know if there is something that is incorrect. You have a right to ask for a correction to your record if you disagree with what is recorded.

OUR PRACTICES: We collect, use and disclose your health information to:

• Treat and care for you
• Deliver our programs
• Plan, administer and manage our internal operations
• Provide appointment reminders to you
• Conduct risk management, error management and quality improvement activities
• Educate our staff and students
• Dispose of your information
• Seek your consent (or consent of a substitute decision maker) where appropriate
• Respond to or initiate proceedings
• Be paid or process, monitor, verify or reimburse claims for payment

Our collection, use and disclosure (sharing) of your health information are done in accordance with Ontario law.

YOUR CHOICES: You have a right to make choices and control how your health information at Guelph Family Health Team is collected, used, and disclosed, subject to a few exceptions. For most health care purposes, your consent to use your health information is implied as a result of your consent to treatment, unless you tell us otherwise. We may also collect, use and share your health information in order to communicate or consult with other health care providers about your care unless you tell us you do not want us to do so.

You have the right to ask that we not share some or all of your health record with Guelph Family Health Team staff members or ask us not to share your health record with your external health care providers (such as a specialist). This is known as asking for a “lockbox”. If you would like to know more, ask anyone for a copy of our “Patient Lockbox Information Brochure: How to Restrict Access to your Health Record”.

There are other circumstances where we are not allowed to assume we have your consent to share information. For example, we must have your permission to give your health information to people who do not provide you with health care, like your insurance company or your employer. We may also need consent to communicate with any family members or friends with whom you would like us to give more detailed information about your health.

If we ask for your consent, you may choose to say no. If you say yes, you may change your mind at any time. Once you say no – we will no longer share your information unless you say so. Your choice to say no may be subject to some restrictions and reasonable notice.

However, there are cases where we may collect, use or disclose (meaning share) your health information without your consent as permitted or required by law. For example, we do not require your consent for using or disclosing your information for billing, risk management or quality improvement purposes or to fulfill our mandatory reporting obligations.