Stratford Family Health Team (SFHT) stives to provide our services in a manner that is accessible to all our customers and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our services and to providing the benefits of the same services, in the same place, and in a similar way to all customers.


This policy has been developed in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and addresses how SFHT is committed to ensuring the standards of responsibility and legal obligation to provide our services in an equitable and accessible manner are provided.


SFHT commits to treating all people in a way that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities in a timely manner and will do all that is reasonably possible to prevent and remove barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act. SFHT will align its. procedures with the Act which will include, but may not be limited to:

SFHT is committed to meeting the communication needs of people with disabilities. It is the responsibility of the organization to source an interpreter if necessary. When asked, we will make every reasonable effort to provide information and communication materials in accessible formats or with communication support.

Telephone Services
We are committed to providing a 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.

Assistive Devices
SFHT supports persons with disabilities to use their assistive devices when accessing services that are offered by SFHT.

Service Animals
Persons with disabilities may enter our premises accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law. It is the responsibility of the person with a service animal to control the animal at all times. A service animal means any animal that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including physical, sensory, psychiatric, intellectual, or other mental disability. In the event a staff member or customer is allergic to animals, alternative arrangements will be negotiated.

Support Persons
Persons with disabilities may enter our premises accompanied by a support person and may have access to that support person at all times. Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person. Non-verbal consent is to be recognized.

Notice of Temporary Disruption
SFHT provides customers with notice in the event that a planned or unexpected disruption occurs regarding services provided to people with disabilities. Notice will be provided in as timely a way as is reasonably possible accompanied with information for people with disabilities of the alternatives to the temporary disruption, this may be provided through a variety of methods including our website.

Accessibility Training
All employees, physicians, contractors, volunteers, board/committee, and individuals of SFHT who oversee policies are trained on the Act and the implementation of its standards. A record will be kept of employees who have received training, including dates on which training was provided. Training is to be provided on an ongoing basis and delivered in a timely manner after an individual is employes or accepts volunteer employment.

SFHT is committed to fair and accessible employment practices. We will notify the public and staff that, when requested, we will make all reasonable attempts to accommodate disabilities during recruitment and assessment processes, assuming this disability does not preclude the applicant from being able to fulfill the job requirements.

If needed, we will make all reasonable attempts to create an individual accommodation plan and/or workplace emergency information for any employees who have a disability. Our performance management, career development, redeployment, and return-to-work processes will take into account the accessibility needs of employees with disabilities.

Feedback Process
The goal of Stratford Family Health Team is to meet and surpass the expectations while serving customers with disabilities. Comments on our services regarding how well these expectations are being met are welcome and appreciated. Feedback regarding the way Stratford Family Health Team provides services to people with disabilities can be made to any representative of the Stratford Family Health Team. This may be offered In-person, by phone, email at, letter, or through the website. All feedback will be received by the Executive Director for consideration or response within 5 days. Should a complaint be received, it will be addressed according to SFHT’s Complaint Process for Patients.