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Objectives of Presentation • Describe the context of our initiatives. • Tell you about the new Customer Service Standard as part of the AODA legislation. • Tell you what our responsibilities are. • Describe our implementation plan.
Context • Legislation is driving this. Specifically that legislation is in the form of the Accessibility for Ontarians with Disabilities Act, 2005 • The legislation builds on the strong foundation of the Ontario Human Rights Code that protects the human rights of all Ontarians. • Fits into the Mount Sinai philosophy that we have embraced as an organization. This philosophy includes • Patient and Family Centred Care • Diversity and Human Rights • Health Equity
What is AODA? • Refers to Accessibility for Ontarians with Disabilities Act, 2005. • Was passed with the goal of creating standards to improve accessibility across Ontario. • Is a law that allows the Ontario government to develop specific standards of accessibility and enforce them.
How Has AODA Impacted MSH? • For a number of years, we have had a committee devoted to creating access in the hospital for persons with disabilities. (includes patients, visitors, employees, volunteers and anyone who accesses MSH) • Called Accessibility for Ontarians with Disability Planning Committee
Our Committee • Senior Vice-President Operations and Re-Development • Director of Rehabilitation • Director of Occupational Health and Safety • Manager Intranet Services • Occupational Therapy Professional Practice Leader • Patient Relations Facilitator • Manager of Dentistry or delegate • Director of Volunteer Services • Construction Project Coordinator • Diversity and Human Rights Advisor • Risk Manager - Ad Hoc • Manager, Telephone Communications • Director of Building Services • Manager Workforce Planning • Nursing representative • Director of Health Records and Registration • Security representative • Social Work representative • Audiologist • Director of Library • Member of the disabled community
What do we do? • Identify, remove and prevent barriers to people with disabilities who live, work or use the Hospital including all staff, hospital patients, volunteers, students, foundation staff, researchers, physicians and contractors; and to members of the public. • Create an annual work plan – check our website • Ensure that the work plan is available to the public. • Respond to emerging accessibility concerns
Examples of some accomplishments • Total revamping of entrance at 60 Murray Street • In process with setting up some public rooms for hearing impaired. • Large undertaking related to inventory and upgrade of accessible washrooms • And many more…..
What’s Next? • Businesses and organizations who provide goods and services to people in Ontario will have to meet certain accessibility standards in five areas. • Customer service • Transportation • Employment • Built Environment • Information and Communications
Customer Service Standard • Ontario’s first accessibility standard • Came into effect on January 1, 2008. • The standard states what businesses and other organizations in Ontario must do to make the provision of their goods and services more accessible to people with disabilities.
Customer Service Standard Every provider of goods or services shall establish policies, practices and procedures governing the provision of its goods or services to persons with disabilities.
More Specifically We need to: • Allow people with disabilities to be accompanied by a support person • Allow people who use service dogs to bring the dog with them. (policy in draft) • Give notice to people with disabilities when services or access to our facility is disrupted. • Have a process to receive feedback on how we provide goods and services to people with disabilities
More… 4) Notify our customers that all documents related to this standard are available 5) Provide information in a format that takes into account the person’s disability.
More.. 6) Provide training to all of our staff, volunteers, and any 3rd party contractors (by Jan 1, 2010) who provide goods or services on behalf of Mount Sinai Hospital.
How are we doing this? • Policies • Providing Access for People With Disabilities • Service Dogs • Links to a variety of others • Training Plan • Orientation • Booklet • E-learning • Health Equity training • Communication Plan • Sinai Scene, Connecting with Joseph, MSH News, all users email.
What do you need to do? • Inform and remind your staff about the legislation at team meetings. (use the various communication methods as your guide) • Give everyone the booklet and remind them of their obligations to read it. (includes students) • Sign up your staff for e-learning • Sign them up for Health Equity training. This will include the Customer Service Standard as disability is a dimension of Health Equity.
Next steps • May 14 is the official launch • Presentation at MNET by special guest • Lunch and Learn on May 14 • Full Integration as we move forward with this initiative.
Stay Tuned • There will be lots more information as we continue to go forward with the implementation of the next standards.