Sun 29 Mar 2020

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

North York Family Health Team is committed to excellence in serving all customers including people with disabilities. 

Assistive devices

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 communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

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. Fees will not be charged for support persons.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at 240 Duncan Mill Road, Suites 301 and 707 and at 272 Lawrence Ave W. Suite 101.

NYFHT will notify customers by way of a posted written notice. The notice will be placed at 240 Duncan Mill Road, Suites 301 and 707, and at 272 Lawrence Ave W. in Suite 101.

Training for staff

NYFHT will provide training to employees, volunteers, and others who deal with the public or other parties on NYFHT’s behalf.

Individuals in the following positions will be trained:

  • Management staff
  • Administrative staff
  • Pharmacists
  • Nurse Practitioners
  • Registered Nurses
  • Case Worker
  • Data Manager
  • Chiropodist
  • Endocrinologist
  • Psychiatrist

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act 2005 and the requirements of the customer service standard
  • NYFHT’s plan related to 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.
  • What to do if a person with a disability is having difficulty in accessing NYFHT’s goods and services.
  • Staff will also be trained when changes are made to your plan.

Feedback process

Customers who wish to provide feedback on the way NYFHT provides goods and services to people with disabilities can telephone or email the Executive Director at 647-260-1433 or info@nyfht.com

If sending correspondence, please mail to:

Sue Griffis, Executive Director

North York Family Health Team

240 Duncan Mill Road, Suite 301

Toronto, ON  M3B 3S6

Customers can expect to hear back in one business day.

Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

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

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