Accessibility Policy

Customer Service Policy Statement: Providing Goods and Services to People with Disabilities

1. Our mission

The mission of the Strathroy Animal Clinic is to practice compassionate medicine to our small animal patients.

2. Our commitment

In fulfilling our mission, the Strathroy Animal 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 also 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.

3. Providing goods and service to people with disabilities

The Strathroy Animal Clinic is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

3.1 Communication

We will communicate with people with disabilities in ways that take into account their disability.
We will train staff who communicate with customers about how to interact and communicate
effectively with people with various types of disabilities.

3.2 Telephone services

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 will offer to communicate with customers mail service, email or TTY if telephone communication is not suitable to their communication needs or is not available.

3.3 Assistive devices

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 will also ensure that staff know how to use the following assistive devices available on our
premises for customers: automatic door openers, temporary ramp for alternative entrance.

3.4 Billing

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:  hard copy, large print, email.
We will answer any questions customers may have about the content of the invoice in person, by
telephone or email.

3.5 We are committed to helping any people with disabilities carry cat carriers or food bags purchased on premises to the car for clients or into the clinic for an appointment.

4. Use of service animals and support persons

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 also ensure that
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 Strathroy Animal Clinic’s premises 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.

5. Notice of temporary disruption

The Strathroy Animal Clinic will 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.

6. Training for staff

The Strathroy Animal Clinic will 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:
Receptionists, Veterinary Technicians, Veterinarians

This training will be provided 12 weeks after staff commence 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
• How to use the automated doors, temporary ramp
• What to do if a person with a disability is having difficulty in accessing the Strathroy Animal Clinic’s goods and services
•The Strathroy Animal 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.

7. Feedback process

The ultimate goal or the Strathroy Animal 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 the Strathroy Animal Clinic provides goods and services to people with
disabilities can be made by verbal discussion to any staff member, written communication to the owners, or email. All feedback will be directed to the owners of the practice. Customers can expect to hear back within 2 business days.

Complaints will be addressed according to complaint categories already established in our
company’s complaint management procedures.

8. Modifications to this or other policies

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 Strathroy Animal Clinic that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

9. Questions about this policy

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, Douglas Shearer, Alison Furness or Chloe Garner of the Strathroy Animal Clinic.

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