Customer Service Policy Statement: Providing Goods & Services to People with Disabilities
November 30, 2011
1. Our mission
The mission of Blue Cross Animal Hospital is to put your pet first and offer the best quality veterinary care to our patients while being committed to excellent customer service and respecting the needs of all our clients whenever possible.
2. Our commitment
In fulfilling our mission, Blue Cross Animal Hospital 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.
3. Providing goods and service to people with disabilities
Blue Cross Animal Hospital is 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 disability. We will train staff who communicate with customers about how to interact and communicate effectively 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 email or relay services 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 is 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 team knows how to use the following assistive devices available on our premises for customers including phone, email, fax, large print and relay services.
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: hard copy, large prints, e-mail or fax. We will answer any questions customers may have about the content of the invoice in person, by telephone or email or fax.
4. Use of service animals and support persons
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 person. Any person with a disability who is accompanied by a support person will be allowed to enter Blue Cross Animal Hospital’s premises 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.
5. Notice of temporary disruption
Blue Cross Animal Hospital 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 and posted to our website when time allows.
6. Training for staff
Blue Cross Animal Hospital 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:Veterinary Technicians, Client Care Representatives, Animal Care Attendants, Veterinarians and Managers.
This training will be provided during the 3-month probationary period.
Training will include the following:
The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
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 help clients on our premises with the provision of goods or services to people with disabilities.
What to do if a person with a disability is having difficulty in accessing Blue Cross Animal Hospital’s goods and services
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.
7. Feedback process
The ultimate goal of Blue Cross Animal Hospital 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 Blue Cross Animal Hospital provides goods and services to people with disabilities can be made by e-mail, fax by phone, in person, or on our website at www.bluecrossanimalhospital.ca/feedback-form. All feedback will be directed to the Hospital Manager and Clients can expect to hear back within one week of voicing their feedback.
8. Modifications to this or other policies
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 Blue Cross Animal Hospital that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
9. Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of any part of the policy is not understood, questions should be referred to the Hospital Manager of Blue Cross Animal Hospital.