Customer Service Plan


Providing Goods and Services to People with Disabilities

Medical Mart Supplies Limited (MEDICAL MART) has been providing exceptional service and quality medical products to the Canadian health care industry for over 30 years. Medical Mart is more than just a distribution company: we deliver innovative solutions for today’s leading health care providers. Medical Mart is committed to comply with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) to ensure that all customers have equal access to all of our services. Medical Mart’s goal is to remove any barriers that could prevent any customer from receiving our services.

DEFINITIONS

Disability (as defined by the Ontario Human Rights Code): Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

a)      A condition of mental impairment or a developmental disability,

b)      A learning disability, or a dysfunction in one or more of the processes involved in understanding or using 
symbols or spoken language,

c)      A mental disorder, or An injury or disability for which benefits were claimed or received under the insurance plan established 
under the Workplace Safety and Insurance Act, 1997.

Barrier: A barrier is anything that keeps individuals with a disability from fully participating in all aspects of society because of their disability. These barriers can be attitudinal, architectural/structural, technological, or systemic.

Medical Mart premises: This refers to the physical area where the general public is allowed access. These areas are the Medical Mart home healthcare showroom, and the Medical Mart head office building (excluding warehouse area).

PROCEDURES and PRACTICES:

Assistive Devices

MEDICAL MART will allow people with disabilities to use their own personal assistive devices to obtain, use or benefit from the services offered by MEDICAL MART.

Should a person with a disability be unable to access MEDICAL MART services through the use of their own personal assistive device, MEDICAL MART will assess service delivery options to meet the needs of the individual.

MEDICAL MART will also ensure that staff is trained and familiar with assistive devices that may be used by customers with disabilities. This includes, but will not be limited to familiarity with Bell Relay Service (and Telephone Teletypes or TTYs) to assist deaf, hard of hearing customers or those with speech impediment or muteness.

Communication

MEDICAL MART will communicate with persons with disabilities in an assistive and respectful manner that takes into account their disability. MEDICAL MART staff will be patient, understanding and avoid stereotyping and making assumptions. They will accommodate persons with disabilities based on their specified needs, and:

a)      Look at and interact directly with the customer, not the interpreter or support person.

b)      Use correct and appropriate terminology.

c)      Avoid touching service animals, assistive devices or the person with the disability without asking permission.

Service Animals

For the purpose of this policy, a ‘service animal’ is defined as either:

a) A “guide dog,” as defined in section 1 of the Blind Persons’ Rights Act; or

b) A “service animal” for a person with a disability: 
(i) if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or 
(ii) if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

MEDICAL MART will allow the person that is accompanied by a service animal to enter all MEDICAL MART premises and to keep the animal with him or her at all times. If law otherwise excludes the service animal, MEDICAL MART will determine an alternate location to meet and interact with the person where they can be accompanied by the animal.

Persons with a disability with a service animal are responsible for the control of that animal at all times; as well they must comply with all applicable legislation which includes, but is not limited to, the Provincial Dog Owner’s Liability Act and City by-laws.

Support Persons

For the purpose of this policy a ‘support person’ is defined as someone in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access services.

MEDICAL MART will allow people with disabilities to be accompanied by a support person in all MEDICAL MART premises. MEDICAL MART reserves the right to request the person with a disability be accompanied by a support person, in the event that it is considered necessary to protect the health or safety of the person with a disability or the health and safety of others on the premises.

Service Disruption

For the purposes of this policy, a ‘facility or service disruption’ is defined as planned and unplanned unavailability of facilities or services operated by or on behalf of MEDICAL MART, including but not limited to closed washroom facilities, automatic doors that are inoperable due to maintenance and websites that are temporarily unavailable.

If there is a temporary disruption in those facilities or services in whole or in part, MEDICAL MART shall give notice of the disruption to the public.

Notice of the disruption will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available.

Notice of the disruption will be given by posting the information in a conspicuous place on the relevant MEDICAL MART premises and, whenever possible by posting it on the MEDICAL MART website.

If the MEDICAL MART website should expect a planned temporary service disruption, advance notice where possible, keeping with the conditions of the service disruption section of this policy, shall be provided on the website.

Training

MEDICAL MART shall require that the following will receive training about the provision of its goods or services to people with disabilities:

a) Every person who deals with members of the public or other third parties on behalf of MEDICAL MART.

b) Every person who participates in developing MEDICAL MART policies, practices and procedures governing the provision of services to members of the public or other third parties.

MEDICAL MART shall provide training to its employees and will log and maintain records which will record the details of the training provided, as well as the name of the person, location, and date the training was completed.

MEDICAL MART will provide training to each person as soon as practicable after he or she is assigned the applicable duties. Training will also be provided on an ongoing basis in connection with changes to applicable legislation, and/or MEDICAL MART policies, procedures and practices governing the provision of services to person with disabilities.

MEDICAL MART employees training will include a review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), S.O. 2005, c11 and the Accessible Standards for Customer Service Ontario Regulation 429/07, the requirements of this policy, and any other

MEDICAL MART policies, practices and procedures regarding the provision of services to persons with disabilities and instruction about the following matters:

a) How to interact and communicate with people with various types of disability;

b) How to interact with people with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person;

c) How to use equipment or devices available on the provider’s premises or otherwise provided by the provider that may help with the provision of goods or services to a person with a disability; and

d) What to do if a person with a particular type of disability is having difficulty accessing the provider’s services.

Feedback Process

Should a member of the public wish to provide feedback they can do so:

1)      In person: Erin Foster, HR Generalist

2)      By telephone: 905-624-6200 ext. 267

3)      In writing: To the attention of Erin Foster

4)      By email: Erin Foster

If the feedback is received by MEDICAL MART personnel other than the Human Resources department the MEDICAL MART personnel will forward the submission to their supervisor who will in turn forward it to the Human Resources department.
 At that point, MEDICAL MART will assess current policies, practices, and procedures to determine if any changes are required.

Human Resources will follow up with the person who submitted the feedback if more clarification is needed or if the person has requested that a follow up take place.
 Human Resources will keep records of all steps, including any discussions with the person submitting the feedback and any actions taken.

Format of Documents

MEDICAL MART shall give a person with a disability a MEDICAL MART document, or the information contained in the document, in a format that takes into account the person’s disability upon their request. These alternate formats could include but are not limited to providing a document with color contrast between the font and the background, or an audio version of a text document.

MEDICAL MART material printed in-house or publications produced on behalf of MEDICAL MART for the public will contain a note indicating, “Alternate formats are available upon request” and include relevant contact information.

The timeframe attached to the process to convert the MEDICAL MART document to an alternate format may vary depending on the media, the size, complexity, quality of the source documents and number of documents to be converted.

Contact Information

For more information about this policy, or questions related to accessibility at Medical Mart, please contact:

Erin Foster, HR Generalist
6200 Cantay Road Mississauga, Ontario L5R 3Y9
Phone: 905-624-6200 ext. 267 
Fax: 905-624-7006 
Email: efoster@medimart.com

References:
Accessibility for Ontarians with Disabilities Act, 2005 429/07
Ministry of Community and Social Services

Completed by:
Adeeb Matrouk, QAC Manager and Erin Foster, HR Generalist

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