Heritage Place is dedicated to respecting the diverse needs of persons with disabilities and promoting the principles of independence, dignity, integration and equality of opportunity for all individuals. The organization seeks to uphold the highest standards of accessible customer service through preventing, identifying and removing barriers that impede the ability of persons with disabilities to access our services.

 

In this policy “customers” are defined as residents, family members, guests from the community and visitors. The objective of this policy is to identify the equal treatment provisions under the Ontario Human Rights Code (through the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Regulation) required as a minimum legal standard in care and service delivery, to persons with disabilities.

 

This policy addresses the following:

• The provision of care and services to persons with disabilities;

• Staff and volunteer training regarding interacting with persons with disabilities;

• The use of assistive devices by persons with disabilities;

• The use of service animals by persons with disabilities;

• The use of support persons by individuals with disabilities;

• Notice of temporary service disruptions;

• Customer feedback regarding the provision of services to persons with disabilities; and

• Notice of availability and format of documents.

 

CLICK HERE TO READ OUR ACCESSIBLE CUSTOMER SERVICE POLICY

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CLICK HERE TO READ OUR INTEGRATED ACCESSIBILITY STANDARDS REGULATION POLICY

 

CLICK HERE TO READ OUR MULTI-YEAR PLAN AND PROGRESS REPORT 2020-2025

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Feedback Process

Those who wish to provide feedback on the provision of services by Heritage Place to persons with disabilities may contact the office of the General Manager at (905) 315-2560 or speak in person. Comments and inquiries may also be submitted in written format via the suggestion box located in the Main Reception Area at Heritage Place or by mail to the following address:

 

Attn: General Manager

Heritage Place Retirement

4151 Kilmer Drive

Burlington, Ontario  L7M 5A9

 

Fax, email or website submission is also welcomed:

 

Fax: 905-319-6349

Email: reception@heritage-place.ca

Website: www.heritage-place.ca/contact

 

Complaints will be reviewed and logged for discussion with the management team in accordance with the complaint policy of Heritage Place. Individuals who have provided their contact information can expect to receive a response within 10 business days.

 

 

CLICK HERE TO ACCESS AND/OR FILL OUT FEEDBACK INFORMATION

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Communicating With Persons With Disabilities

 

Good customer service involves treating consumers with respect, using common sense judgment and being honest, fair and flexible. Services should be consumer focused, accessible and consistent.

 

Appropriate Methods of Interaction:

• Do not assume an individual needs your assistance, ask first and follow cues.

• Avoid generalizations and stereotypes.

• Speak directly to the individual.

• Be cognizant of the environment, for example, loud noise or multiple conversations around a person can make it difficult for them to participate in conversation.

• Be mindful of “hidden disabilities”, as not all disabilities are obvious. 

 

– Mildred and Dr. Bob Kosnik, Owners, Heritage Place Retirement Residence