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ACCESSIBLE CUSTOMER SERVICE PLAN

Providing Services to People with Disabilities

KMH Cardiology Centres Inc. (“KMH”) is committed to excellence in serving all customers including people with disabilities. KMH provides accessibility for people with various disabilities, and meets the requirements under the Accessibility for Ontarians with Disabilities Act.

Assistive Devices

KMH ensures that staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services. All customers are permitted to use their own personal assistive devices as well as those offered by our facilities.

Communication

KMH communicates with disabled people in ways that take into account their disability. When addressing an individual with disabilities, KMH ensures that they maintain their independence, dignity, and equality of opportunity.

Service Animals

KMH welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public, unless the service animal is excluded by another law. In this case, KMH will provide appropriate measures to accommodate the customer.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to any diagnostic service for customers with disabilities, KMH will notify customers promptly and provide information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. Additionally, a notice will be placed in a conspicuous location on our premises detailing the disruption.

The notice will be placed at all of KMH’s locations in Canada, specifically Burlington, Hamilton, Kitchener,  Markham, Mississauga, North York, Toronto, Scarborough, St. Catharines and Woodstock.

Training for Staff

KMH provides training to employees, volunteers, third parties, and others who deal with the public or are involved in developing our policies, practices, and procedures unless proof of appropriate training is shown. Individuals in the following positions will be trained:

Client Service Representatives, Department Managers and Directors, IT Support Staff, Receptionists, and Technologists.

This training will be provided to staff on their orientation day, which is usually on their first day at KMH. KMH keeps records of the training.

Training includes:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • KMH’s accessible customer service plan
  • 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
  • What to do if a person with a disability is having difficulty in accessing KMH’s services

Staff will also be trained when changes are made to the Accessible Customer Service Plan.

Accessible Emergency Information

We will provide publicly available emergency information in an accessible manner upon request. Employees with disabilities will be provided with individualized emergency response procedures when necessary.

Employment

KMH is committed to fair and accessible employment opportunities. Employees will be accommodated during the recruiting, assessing, and hiring processes, as well as throughout their career at KMH. KMH develops individual accommodation plans and return-to-work policies for employees that have been absent due to a disability. Additionally, the accessibility needs of our employees will be taken into account during the performance management, career development, and redeployment processes.

Feedback Process

Customers who wish to provide feedback on the way KMH provides goods and services to people with disabilities can reach us through email at info@kmhlabs.com or through phone at our toll free number: 1-877-564-5227. All feedback will be directed to  . Complaints will be addressed according to our organization’s regular complaint management procedures. This information will be made available online or through a posted notice at our locations.

Information Accessibility

All publicly available information will be available in an accessible format upon request. We will inform customers that our policies required by the Customer Service Standard are documented and available for review upon request and a notice detailing such will be posted. These documents will be presented in a format that takes an individual’s disabilities into account.

Websites & Content

KMH will ensure the website and its content will conform with WCAG 2.0, Level A by January 1, 2014 and Level AA by January 1, 2021.

Modifications to this or Other Policies

Any policy of KMH that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.