The NFHT recognizes that all people, including those with disabilities, must be provided with an equal opportunity to access services and information in a manner consistent with the principles of independence, dignity, integration and equality.

Accessible means service is provided in a manner that is capable of being easily understood or appreciated; easy to get at; capable of being reached, entered; obtainable.

NFHT is committed to excellence in serving all patients in an accessible manner, including people with disabilities, and we will carry out our functions and responsibilities in the following areas: communication, telephone services, assistive devices, use of service animals and support persons, notice of temporary disruption, training for staff, feedback process  and notice of availability of documents.

We communicate with people with disabilities in ways that consider their disability. We train staff who communicate with patients on how to interact and communicate with people with various types of disabilities.

We are committed to providing fully accessible telephone service to our patients. We train staff to communicate with patients in clear and plain language and to speak clearly and slowly. We offer to communicate with patients by e-mail or through a third party 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 services. We ensure that our staff are trained and familiar with various assistive devices that may be used by patients with disabilities while accessing our services. We also ensure that all staff know how to use the assistive devices available on our premises for patients.

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 our premises with his or her support person. We are also committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. We ensure that all staff are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

NFHT will provide patients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This posted 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 reception areas on our premises and also on our website when applicable.

NFHT will provide training to all staff on accessible service, including: 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; How to use the equipment or devices available that may help with the provision of goods or services to  people with disabilities; What to do if a person with a disability is having difficulty in accessing the Family Health Team’s services; The Family Health Team’s policies, practices and procedures relating to the customer service standard.

All staff will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities.  The training will be provided during a new employee’s orientation and when changes are made to these policies, practices and procedures. All staff will sign the acknowledgment of training document.

NFHT strives to meet and surpass patient expectations while serving patients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way the Family Health Team provides services to people with disabilities will be directed to the Executive Director and can be made verbally, by email, or by feedback card. Should a client provide his or her contact information the client can expect a response within 10 business days.  Complaints will be addressed according to practices as established in the NFHT complaint resolution process.

NFHT will provide the public notice of the availability of the documents, required by the Accessibility Standards for Customer Service, (O.Reg 429/07). Upon request the NFHT shall give a copy of the policies, practices and procedures required under the regulation.