Providing goods, services or facilities to people with disabilities:
Petrolia Optometry is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
Petrolia Optometry understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
Petrolia Optometry is committed to complying with both the Ontario Human Rights Code and the AODA.
Petrolia Optometry is committed to excellence in serving all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
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Assistive devices:
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.
We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.
Staff training on assistive devices will be accomplished by:
- online training modules
- reading materials
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Communication:
We will communicate with people with disabilities in ways that take into account their disability. This may include the following:
- Using an interpreter/sign language interpreter
- Using a tablet or other device with a translation app
- Using paper/a tablet/other device to write communications for the patient to read
- Email instead of a phone call
We will work with the person with a disability to determine what method of communication works for them.
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Service animals:
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
- College of Audiologists and Speech-Language Pathologists of Ontario
- College of Chiropractors of Ontario
- College of Nurses of Ontario
- College of Occupational Therapists of Ontario
- College of Optometrists of Ontario
- College of Physicians and Surgeons of Ontario
- College of Physiotherapists of Ontario
- College of Psychologists of Ontario
- College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
- explain why the animal is excluded
- discuss with the patient another way of providing goods, services or facilities
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Support persons:
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. A fee/fare will not be charged for support persons.
In certain cases, Petrolia Optometry may require a person with a disability to be accompanied by a support person for the health or safety of:
- the person with a disability
- others on the premises
Before making a decision, Petrolia Optometry, will:
- consult with the person with a disability to understand their needs
- consider health or safety reasons based on available evidence
- determine if there is no other reasonable way to protect the health or safety of the person or others on the premises
All support persons who visit the premises must have their name recorded in the patient’s exam that corresponds to their visit. All support persons are expected to follow the health and safety measures that are applicable to all office visitors.
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Face Masks:
Petrolia Optometry will strictly adhere to all health and safety directives of Lambton Public Health, the Ontario Ministry of Health and the College of Optometrists of Ontario. When face masks are required to be worn in the office, this will directive will be posted on the front door and communicated to office visitors by phone.
If a visitor to the office identifies as having a disability that prevents them from wearing a face mask, our staff will ask that person to provide documentation (template, letter or form) from a regulated health professional that confirms the person cannot wear a face mask for reasons relating to their disability.
A regulated health professional is defined as a member of one of the following colleges:
- College of Audiologists and Speech-Language Pathologists of Ontario
- College of Chiropractors of Ontario
- College of Nurses of Ontario
- College of Occupational Therapists of Ontario
- College of Optometrists of Ontario
- College of Physicians and Surgeons of Ontario
- College of Physiotherapists of Ontario
- College of Psychologists of Ontario
- College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
All measures will be taken to accommodate the patient who is not able to wear a face mask, while keeping in mind the need to protect the safety of staff and other visitors to the office.
These measures may include:
- asking the patient to delay their visit to the office until face masks are no longer required to be worn in the office
- filling a patient’s eyeglass or contact lens prescription that may be expired
- having the patient visit the office when no other visitors are present
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Notice of temporary disruption:
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Petrolia Optometry will notify patients promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Services/Facilities include:
- barrier free public restroom
- barrier free exam room
- exam chair wheelchair slide
- home/facility visits
The notice will be made publicly available in the following ways:
- front door signage
- verbal notification by phone
- clinic Facebook page post
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Training:
Petrolia Optometry will provide accessible customer service training to:
- all employees and volunteers
- anyone involved in developing our policies
- anyone who provides goods, services or facilities to patients on our behalf
Staff will be trained on accessible customer service within 3 months of being hired.
Training will include:
- the purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Petrolia Optometry’s policies related to our 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 on-site or otherwise, that may help with providing goods, services or facilities to people with disabilities. These include:
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- exam chair wheelchair slide
- portable exam equipment used during home visits, i.e., portable eye chart
- what to do if a person with a disability is having difficulty in Petrolia Optometry’s goods, services or facilities
Staff will also be trained when changes are made to our accessible customer service policies.
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Feedback process:
Petrolia Optometry welcomes feedback on how we provide accessible customer service. Patient feedback will help us identify barriers and respond to concerns.
Patients will be notified of how to provide feedback in the following ways:
- clinic website
- in-office television feed, i.e., ERTV
Patients who wish to provide feedback on the way Petrolia Optometry provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):
- by emailing eyecare@petroliaoptometry.ca
All feedback, including complaints, will be handled in the following manner:
- feedback will be forwarded to the office manager and/or the office owner
Patients can expect to hear back in 7-10 days.
Petrolia Optometry will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
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Notice of availability of documents:
Petrolia Optometry will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):
- clinic website
- in-office television feed, i.e., ERTV
Petrolia Optometry will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
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Modifications to this or other policies:
Any policies of Petrolia Optometry that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
Updated Jan 2021
