Accessible Customer Service Plan

The Central Hastings Family Health Team strives to provide timely and consistent access to high quality primary health care services.  We are committed to provide this level of excellence in serving all persons including people with disabilities.

Assistive devices

We will ensure that our staff is 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 services.


We will communicate with people with disabilities in ways that take into account their disability.  We will ensure our written material is available upon request in other formats (large prints) or will be explained verbally to patients, in person or over the telephone.

Service animals

We welcome people with disabilities and their service animals.  Service animals are allowed in the parts of our clinics and administration offices that are open to public. The service animal may accompany a patient into the examination room, however due to infection control, may be restricted from the procedures room or clean lab.  The provider will assess the situation on an individual basis.  We will ensure that members of the staff are trained to interact correctly with people who are accompanied by a service animal.

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.  To ensure privacy is maintained, the patient must provide consent to the provider to discuss their health information in the presence of the support person.  The clinician will ensure this occurs prior to the discussion of any confidential information.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services to facilities or services usually used by patients with disabilities such as the power-assisted doors, patients will be notified.  The C.H.F.H.T. will notify customers 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.

The notice will be placed on outside doors and on the website.


The C.H.F.H.T. will provide training to all employees and students within one month after a staff member is hired. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our services.

Training will include:

An overview of the accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

  • C.H.F.H.T.’s plan related to 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 power assisted doors available on-site and approach to other standard equipment that may help with providing services to people with disabilities.
  • What to do if a person with disability is having difficulty in accessing C.H.F.H.T.’s service.
  • When changes are made to the C.H.F.H.T. plan. 

Feedback process

Customers who wish to provide feedback on the way C.H.F.H.T. provides services to people with disabilities can provide it verbally to a healthcare provider or in writing.

Written feedback should be directed to:

Mary Stuart, Administrator
Central Hastings Family Health Team
52 St. Lawrence St. E.
Madoc, On
K0K 2K0
Fax: 613-473-0692

If requested, a reply can be expected in 5 business days.

Modifications to this or other policies

We are committed to mutual respect for one another and our patients.  We develop policies that promote the dignity and independence of people with disabilities.  Any policy of C.H.F.H.T. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.