POLICIES REGARDING PERSONS WITH DISABILITIES
VetStrategy is committed to providing a barrier-free environment for all stakeholders including our
clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises,
access our information, or use our services. As an organization, we respect and uphold the
requirements set forth under the provincial acts, and its associated standards and regulations.
Vet Strategy understands that we have a responsibility for ensuring a safe, dignified, and welcoming
environment for everyone. We are committed to ensuring our organization's compliance by
incorporating accessibility legislation into our policies, procedures, equipment requirements, training,
and best practices.
We will review these policies and practices annually, as organizational changes
occur, or in anticipation of compliance deadlines. In addition, we will strive to meet the needs of
individuals with disabilities in a timely and effective manner.
Providing an accessible and barrier-free environment is a shared effort, and as an organization,
VetStrategy is committed to working with the necessary parties to make accessibility for all a reality.
The clinic strives at all times to provide its goods and services in a way that respects the dignity
and independence of people with disabilities. We are also committed to giving people with
disabilities the same opportunity to access our goods and services and allowing them to benefit
from the same services, in the same place and in a similar way as other customers.
We are committed to excellence in serving all customers including people with disabilities and
we will carry out our functions and responsibilities in the following areas:
● We will communicate with people with disabilities in ways that take into account their
● We will train staff who communicate with customers on how to interact and communicate with
people with various types of disabilities.
● We are committed to providing 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.
● We will offer to communicate with customers by e-mail if telephone communication is not
suitable to their communication needs or is not available.
● We are committed to serving people with disabilities who use assistive devices to obtain, use
or benefit from our goods and services. We will ensure that our staff are trained and familiar
with various assistive devices that may be used by customers with disabilities while accessing
our goods or services.
We will also ensure that staff know how to use the following assistive devices available on our
premises for customers:
● Pen and paper, computer notepad program to assist clients who are deaf
● Larger examination room to accommodate support people for clients with visual or locomotive
difficulties (where possible)2
We are committed to providing accessible invoices to all of our customers. For this reason, invoices
will be provided in the following formats upon request:
● verbally reciting items on the invoice
● We will answer any questions customers may have about the content of the invoice in person,
by telephone or email.
We will demonstrate administration of medications in a manner in which the client will be able
to continue at home.
We are committed to welcoming people with disabilities who are accompanied
by a service animal in areas of the hospital that are open to the public and other third parties. We will
also ensure that all staff, volunteers and others dealing with the public are properly trained in how to
interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support
Any person with a disability who is accompanied by a support person will be allowed to
enter the clinic with his or her support person. At no time will a person with a disability who is
accompanied by a support person be prevented from having access to his or her support person
while on our premises.
Unexpected Emergency Plan
The clinic will provide customers with notice in the event of a planned or unexpected disruption
in the facilities or services usually used by people with disabilities. This notice will include
information about the reason for the disruption, its anticipated duration, and a description of
alternative facilities or services, if available. The notice will be placed at all public entrances and
service counters on our premises.
We will provide training to all employees, volunteers and others who deal with the public or
other third parties on their behalf, and all those who are involved in the development and
approvals of customer service policies, practices and procedures. Individuals in the following
positions will be trained:
● Client service personnel
● Veterinary technicians
● Veterinary assistants
This training will be provided within 2 weeks of staff commencing their duties through ACT or an
approved online course under current provincial guidelines.
Training will include the following:
● 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 e-mail
● What to do if a person with a disability is having difficulty in accessing our clinic’s goods and
● Our clinic’s policies, practices and procedures relating to the customer service standard.
● Applicable staff will be trained on policies, practices and procedures that affect the way goods
and services are provided to people with disabilities. Staff will also be trained on an ongoing
basis when changes are made to these policies, practices and procedures.3
The ultimate goal of the clinic is to meet and surpass customer expectations while serving customers
with disabilities. Comments on our services regarding how well those expectations are being met are
welcome and appreciated. Feedback regarding the way our clinic provides goods and services to
people with disabilities can be made by e-mail, by direct verbal contact, by letter writing, through a
support person acting on their behalf. All feedback will be directed to our Office or Practice Manager.
Customers can expect to hear back within 7 days after their feedback is received. Complaints will be
addressed according to complaint categories already established in our company’s complaint
We are committed to developing customer service policies that respect and promote
the dignity and independence of people with disabilities. Therefore, no changes will be
made to this policy before considering the impact on people with disabilities. Any policy
of the clinic that does not respect and promote the dignity and independence of people
with disabilities will be modified or removed.
This policy exists to achieve service excellence to customers with disabilities.