Guest Services Policy Statement
Our clinic strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
We are committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
- We are committed to communicate with people with disabilities in ways that take into account their disability.
- We are committed to train staff, who communicate with customers, on how to interact and communicate with people with various types of disabilities.
- We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
- We are committed to communicate with customers by e-mail, if telephone communication is not suitable to their communication needs or is not available.
- We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
- We are committed to ensure staff know how to use the following assistive devices available on our premises for customers:
- Pen and paper, computer note pad program to assist clients who are deaf
- Larger examination room to accommodate support people for clients with visual or locomotive difficulties (where possible)
- We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request:
- Verbally reciting items on the invoice
- We are committed to answer any questions customers may have about the content of the invoice in person, by telephone or email.
- We are committed to demonstrate administration of medications in a manner in which the client will be able to continue at home
- We are committed to welcoming people with disabilities who are accompanied by a service animal in areas of the hospital that are open to the public and other third parties. We will ensure all staff, volunteers and others dealing with the public, are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
- We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the clinic with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
Notice of Temporary Disruption
We are committed to provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and service counters on our premises.
- We are committed to provide training to all employees, volunteers and others who deal with the public, or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
- Individuals in the following positions will be trained:
- Client Service Personnel
- Veterinary Technicians
- Veterinary Assistants
- This training will be provided within 2 weeks of staff commencing their duties.
- Training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- How to interact and communicate with people with various types of disabilities
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
- What to do if a person with a disability is having difficulty in accessing our clinic’s goods and services
- Our clinic’s policies, practices and procedures relating to the customer service standard.
- Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
- The ultimate goal of the clinic is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
- Feedback regarding the way our clinic provides goods and services to people with disabilities can be made by
- All feedback will be directed to our Head Office or Practice Manager. Customers can expect to hear back within 7 days after their feedback is received.
- Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of the clinic that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of any part of the policy is not understood, questions should be referred to your Operations Director.