Accessibility Customer Service Plan
Providing Services to People with Disabilities
Lakeshore Cardiology is committed to excellence in serving all customers including people with disabilities. Lakeshore Cardiology provides accessibility for people with various disabilities and meets the requirements under the Accessibility for Ontarians with Disabilities Act.
Assistive Devices
Lakeshore Cardiology ensures that staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services. All customers are permitted to use their own personal assistive devices as well as those offered by our facilities.
Communication
Lakeshore Cardiology communicates with disabled people in ways that consider their disability. When addressing an individual with disabilities, Lakeshore Cardiology ensures that they maintain their independence, dignity, and equality of opportunity.
Service Animals
Lakeshore Cardiology welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public unless the service animal is excluded by another law. In this case, Lakeshore Cardiology will provide appropriate measures to accommodate the customer.
Support Persons
A support person will be assessed after consultation with the individual with a disability. The determination will be based on available evidence, considering that a support person is deemed necessary to safeguard the health and safety of person with a disability or other on the premises. This provision will be invoked when there is no other reasonable way to ensure the well being of the individual and others present. A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to any diagnostic service for customers with disabilities, Lakeshore Cardiology will notify customers promptly and provide information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. Additionally, a notice will be placed in a conspicuous location on our premises detailing the disruption.
The notice will be placed at Lakeshore Cardiology 100 Martindale, Rd Suite 2 St. Catharines, ON L2S 0A2.
Training for Staff
Lakeshore Cardiology provides training to employees, volunteers, third parties, and others who deal with the public or are involved in developing our policies, practices, and procedures unless proof of appropriate training is shown. Individuals in the following positions will be trained:
Client Service Representatives, Department Managers and Directors, IT Support Staff, Receptionists, and Technologists.
This training will be provided to staff on their orientation day, which is usually on their first day at Lakeshore Cardiology. Lakeshore Cardiology keeps records of the training.
Training includes:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Lakeshore Cardiology accessible customer service plan
- 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 Lakeshore Cardiology services
Staff will also be trained when changes are made to the Accessible Customer Service Plan.
Accessible Emergency Information
We will provide publicly available emergency information in an accessible manner upon request. Employees with disabilities will be provided with individualized emergency response procedures when necessary.
Employment
Lakeshore Cardiology is committed to fair and accessible employment opportunities. Employees will be accommodated during the recruiting, assessing, and hiring processes, as well as throughout their career at Lakeshore Cardiology. Lakeshore Cardiology develops individual accommodation plans and return-to-work policies for employees that have been absent due to a disability. Additionally, the accessibility needs of our employees will be considered during the performance management, career development, and redeployment processes.
Feedback Process
Customers who wish to provide feedback on the way Lakeshore Cardiology provides goods and services to people with disabilities can reach us through email at reception@lakeshorecardiology.com or through phone at our number: 1-905-937-2011 EXT 226. All feedback will be directed to-Complaints will be addressed according to our organization’s regular complaint management procedures. This information will be made available online or through a posted notice at our location.
Information Accessibility
All publicly available information will be available in an accessible format upon request. We will inform customers that our policies required by the Customer Service Standard are documented and available for review upon request and a notice detailing such will be posted. These documents will be presented in a format that takes an individual’s disabilities into account.
Websites & Content
Lakeshore Cardiology will ensure the website and its content will conform with AODA, 2005, ASCS, Ontario Regulation 429/07.
Modifications to this or Other Policies
Any policy of Lakeshore Cardiology that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.