at Mount Sinai Hospital
The New Standards
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.
• 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
– 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
• 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
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
Ensure that the work plan is available to the
Respond to emerging accessibility concerns
Examples of some
• Total revamping of entrance at 60 Murray
• 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:
1) Allow people with disabilities to be
accompanied by a support person
2) Allow people who use service dogs to bring
the dog with them. (policy in draft)
3) Give notice to people with disabilities when
services or access to our facility is disrupted.
4) Have a process to receive feedback on how
we provide goods and services to people with
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.
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
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
• 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

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