Home | Contact Us

Font SmallFont Big

Accessibility

 
 To view the Lennox and Addington County General Hospital ACCESSIBILITY PLAN click here
 To view the Lennox and Addington County General Hospital 2016/17 ANNUAL ACCESSIBILITY STATUS REPORT click here
 
Accessibility Standards for Customer Services
Lennox and Addington County General Hospital (LACGH) is committed to providing equal access to our services for people with disabilities in a way that respects their dignity and independence.

We will use reasonable effort to give people with disabilities the same opportunity to access our services and allow them to benefit from the same services in the same place and in a similar way as other customers. In instances when this is not possible, an alternative opportunity will be discussed with the customer, ensuring he/she receives the best possible service.

When developing Customer Service policies, LACGH will promote the respect, dignity and independence of people with disabilities. Staff will also be trained when changes are made to these policies, practices and procedures. Policies can be requested from the Executive Assistant's office at 613-354-3301. Ext. 202.

Communication:

We will communicate in a way that takes the persons disability into account. We will endeavour to make written information such as teaching/resource material, instructions, invoices, signage, etc. accessible to all customers. Staff will be available in person or by telephone to provide assistance and to answer any questions customers may have about the content.
We will make every effort to make information available to those with disabilities in a format that is acceptable for individual needs upon request.  Individuals can contact the Administrative Assistant at ext. 416 or the Executive Assistant at ext. 202 to request in an accessible format. 

Interpreter Services are available upon request by contacting the Scheduling Clerk at ext. 222 between 0700 hrs and 1500 hrs, Mon. - Fri. or ask for the Charge Nurse during off hours.

Our phone services include the availability of a TTY unit. You may request access to the unit by asking your healthcare provider. Clear instructions will be located with the unit and key staff will be educated on how to access the services.

Feedback:

We encourage feedback from staff, volunteers, visitors and patients related to improvement of accessibility to our services. The Hospital will make every reasonable effort to remove barriers whether they are physical, information or communication, attitudinal, technological, systemic or an architectural barrier. Feedback regarding the way LACGH provides services to people with disabilities can be made verbally (in person or by telephone), in writing, survey response, mail, email or fax) to the office of the CEO. All feedback resulting in a complaint related to services will be addressed according to the complaint process established in the Hospital Feedback Management System policy. An acknowledgement to the complaint can be expected within three business days of receipt of the complaint.

Support Persons:

Support persons will be allowed to accompany people with disabilities on parts of our premises that are open to the public. Support persons are expected to follow all hospital policies and procedures including patient confidentiality. In areas where the support person is not allowed to accompany the customer (operating room, radiology exam room) the support person will be requested to remain in a waiting area and staff assistance will be provided during the separation period.

Service Animals:

We welcome people with disabilities who are accompanied by a service animal on all aspects of our premises that are open to the public unless otherwise permitted for the purpose of safety including infection control or if another persons health may be compromised. Where a service animal is excluded by law the hospital will look to other available measures to enable the person to access our services ensuring their needs are considered.

Animals must be supervised and the handler/designate must maintain full control, and be responsible for the care of the animal at all times. The animal must be clean, healthy, well groomed, free of parasites, house trained, have up-to-date vaccinations and be clearly identified and recognizable as a service animal. The owner is responsible for making available training school and up to date immunization records if requested.

Customer Service Training Program:

To increase awareness and ensure practice of guidelines for interacting and assisting people with disabilities according to their individual needs, training will be provided to all employees, volunteers, Physicians and others who deal with the public, and all those who are involved in the development and approval of customer service policies, practices and procedures. Training will be included in the general orientation program to all staff and volunteers. Staff will also be educated of any changes to these policies and practices.
 
Training will include:
  • The purpose of the Accessibility for Ontarians with Disabilities Act and the requirement of the customer services standard.
  • How to interact and communicate with people with various types of disabilities and what to do if a person experiences difficulty accessing services.
  • 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 access the TTY or Bell Relay services.
  • How to access instructions to operate assistive equipment through the physiotherapy department.
  • Description of accessibility policies and practices and how to access them.

Assistive Devices:

People requiring assistive devices to obtain, use or benefit from our services are welcome. Our front line staff are familiar with most assistive devices used by our customers. Training and assistance is available to those who are not familiar with the use of various assistive devices by our nursing or physiotherapy staff as needed. Wheelchairs are located at the main entrance of the hospital. All public areas of the hospital are wheelchair accessible.

Service Disruption:

In the event of a planned or unexpected disruption to our services usually used by people with disabilities, notice will be provided to our customers. Notice will be posted at the public entrances and at the point of use. (i.e. elevators). Expected or prolonged service disruption will be posted on the hospital website. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available.

Every effort will be made to make alternative services available in the event of a service disruption that prevents people with disabilities from accessing our services. This may include: a map to an alternative route to services, instruction to notify staff upon arrival so that other arrangements can be made (i.e. in the event that all elevators are out of service, the Diabetes Nurse Educator will come to the main level to provide services.

Accessibility Related Policies:

AO-48 Accessibility Policy
CPR-95 Notice of Temporary Service Disruption
CPR-2 Interpreter Services
CPR-89 Providing Services to People with Disabilities
CPR-4 Feedback Management System
CPR-9 Identification and Reporting Accessibility Barriers
CPR-18 Pet Visitation and Service Animals
CPR-96 Accessibility Customer Services Standard Training Program
CPR-97 Assistive Devices for People with Disabilities
 
Policies can be requested from the Executive Assistant's office:
By phone: 613-354-3301 ext. 202
 
By writing or in Person: Executive Assistant,
Lennox & Addington County General Hospital,
8 Richmond Park Drive, Napanee, Ontario K7R 2Z4
 
By email: Click the contact us icon on this page and address your comments to the Executive Assistant
LACG Hospital Contact Info
8 Richmond Park Drive,
Napanee, ON K7R 2Z4
(613) 354-3301