2019 Annual Accessibility Report

December 2019


“Hôpital Montfort is proud to serve as an academic hospital that delivers exemplary, person-centred care. In keeping with our values of compassion, excellence, respect, accountability and mutual support, we all have a duty to respond quickly and adequately to everyone’s needs. Accessibility for persons with disabilities is essential if Montfort is to be your hospital of choice for outstanding services designed with you and for you.”

Dr. Bernard Leduc
President and CEO


The Accessibility for Ontarians with Disabilities Act, 2005 created a procedure to help public-sector agencies like Hôpital Montfort become fully accessible by 2025. According to the standards set out in the Integrated Accessibility Standards Regulation (IASR) enacted in 2011, the hospital must take steps to become accessible in five (5) broad areas: customer service, information and communications, transportation, employment and the design of public spaces.

Hôpital Montfort provides equal treatment to persons with disabilities to ensure that its services, programs, goods and facilities are accessible. The hospital also offers persons with disabilities an equal opportunity to obtain employment in its departments.

Like every other document, the report is available in an accessible format or with communication support.

For more information, call 613-746-4621, ext. 2239, email patient@montfort.on.ca, or ask a member of your medical team.


Ontario is the first province of Canada and one of the first locations in the world to enact legislation that establishes an objective and a schedule for achieving accessibility. The Government of Ontario was also the first to impose a legal obligation to report on accessibility and establish standards enabling persons with disabilities to participate more fully in community life. As a result, Ontario will be more accessible by 2025.

In 2005, the Government of Ontario enacted the Accessibility for Ontarians with Disabilities Act (AODA). Its purpose is to make Ontario accessible for everyone by 2025 through the establishment and enforcement of accessibility standards. These standards constitute the rules that Ontario companies and organizations must follow to identify, remove and prevent barriers in order to allow persons with disabilities to participate in everyday activities more easily1

Hôpital Montfort’s Commitment

Hôpital Montfort is committed to achieving the objectives set by the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). 

The hospital acknowledges that to reach this goal, every staff member (including physicians and volunteers) has an important role to play in identifying, removing and preventing any barriers that might interfere with our ability to provide care and services suited to the needs of every individual.


Ontario includes about 1.85 million people with a disability, or 15.5% of its population. As well, one (1) in five (5) Canadians has a mental health problem. 

The literacy rate among Francophones is considerably lower than that of Anglophones. The statistics for the minority Francophone population are equally alarming: 53% of Francophone adults are below level 3 literacy—the level needed to function and contribute to our modern knowledge-based society.

A few statistics on hearing loss:

  • 10% of people actually identify themselves as culturally deaf, oral deaf, deafened, or hard of hearing (CHS Awareness Survey 2002).
  • 530 210 people in Ontario (4.74% of the population) are deaf or hard of hearing (Canada Census 2006).
  • Hearing loss is the third most prevalent chronic condition in older adults and the most widespread disability. Its prevalence rises with age – 46% of people aged 45 to 87 have hearing loss. (Cruickshanks et al. 1998).
  • Audiometric results from the 2012-2013 Canadian Health Measures Survey reported that high-frequency hearing loss was prevalent in 35.4% of Canadians aged 20 to 70.
  • According to Statistics Canada, more than one million adults across the country reported having a hearing-related disability, a number more than 50% greater than the number of people reporting problems with their eyesight (Statistics Canada, 2002).
  • Considering our ageing population, the number of Ontarians with a disability is expected to increase. As a result, needs in terms of accessibility will also increase. Ageing is the number one cause of hearing loss and the incidence of hearing loss is expected to climb dramatically as our population ages. The number of adults aged 65 and over in Ontario is projected to be 4.1 million, or 23.4%, by 2036.

Hôpital Montfort Accessibility Committee

The Accessibility Committee’s mandate is to plan, coordinate and implement initiatives that will equip Hôpital Montfort to fully meet its commitment to removing existing and potential barriers that might prevent patients, visitors and staff with a disability from fully participating, thereby enhancing the quality of their hospital experience. The Committee meets a minimum of four (4) times a year, or as needed. Its major duties and responsibilities are:

  • Identify and understand the structures, acts, regulations, policies, programs, practices and services of (or applicable to) Montfort concerning accessibility and barriers to access that persons with disabilities regularly confront; 
  • Ensure the development, review, approval and implementation of the multi-year accessibility plan;  
  • Support development of the necessary accessibility policies and procedures and monitor compliance;  
  • Support the promotion of accessibility training and awareness strategies;  
  • Collaborate on establishing and monitoring an equitable process for managing accessibility complaints;  
  • As needed, advise hospital management on emerging accessibility issues;  
  • Annually evaluate progress made and advances in achieving the objectives of the multi-year plan, and report publicly through its Web site; 
  • Act as Montfort “ambassadors” in removing and preventing barriers and in promoting a healthy and safe environment.

The Accessibility Committee is composed of hospital staff members and one community representative. The Committee strives to speak on behalf of persons with disabilities and foster a culture that promotes accessibility and awareness among everyone who enters the hospital, whether patients, visitors or staff.

2020 Compliance Measures and Targets

The following is a summary of initiatives and actions taken in 2019 to comply with the Integrated Accessibility Standards Regulation (IASR) pursuant to the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

The deadlines for compliance are shown in brackets and refer to January 1st of the year in question.

Level 1 (L1) Full compliance with legislation.
Level 2 (L2) Close to full compliance with legislation, with a plan developed to achieve full compliance.
Level 3 (L3) More time is needed to comply with requirements within the specified time limit.

General Requirements

Section 2019 Accomplishments 2020 Target
(L1)  Section 3: Accessibility policy (2013)
  • No policy update required
  • Update policies as required, in the event of legal changes.
(L1)  Section 4: Accessibility Plan (2013)
  • Use the plan to guide the committee’s activities and establish annual priorities.
    Prepare and approve the annual accessibility report.
  • Preparation and approval of 2020 annual report.
(L1)  Section 5: Procuring or acquiring goods, services or facilities (2013) 
  • Retain accessibility provisions in bid process and new contracts.
(L1)  Section 6: Self-service kiosks (2013)
  • Continue using the same wording in calls for bids to account for accessibility options when procuring self-service kiosks in order to make them accessible to persons with disabilities.
(L1) Section 7: Training on the requirements of accessibility standards (2014)
  • Online training during the general orientation provided to all new employees, volunteers and trainees (Training program: Service-ABILITÉ and Travailler ensemble-Human Rights Code).
  • Training for all staff members (Training program: Service-ABILITÉ and Travailler ensemble-Human Rights Code). N.B.: online modules are available continuously via the Learning management system (LMS).
  • Specific training for certain sectors/groups/people as needed (communications, for example).
  • Integration program for new nursing hires, continuous information sessions, adapted and centred on individual needs, simulation exercises (for example, patients experiencing delirium).
  • Awareness-raising through the Journal Montfort in January 2018 (available in french only) (section: Uno, chien de service aux Archives (avec sa maîtresse!)) and June 2018 (section: Caroline et sa jambe bionique).
  • Twice a year, monitor staff compliance with the Serve-Ability and Working Together training using the Learning Management System (LMS).
  • Pursue the publication of real-life stories in the internal newspaper, to promote the sharing of experiences.
  • Organize a blitz in the form of simulations, once or twice a month, by the ISM-CPD (continuing professional development) in the various departments to test knowledge and raise staff awareness.
  • Continuously assess training delivered to nurses in order to incorporate accessibility principles.
  • Actively offer training during general orientation and LMS training.
Information and Communications Standards
(L1)  Section 11: Feedback process on accessibility (2014)
  • Elicited feedback about accessibility in patient satisfaction surveys (tool developed by the NRCC, previously NRC Picker).
  • Maintained the complaints management process through the Quality and Risk Management Division (QRMD).
  • Continued doing rounds (identify priority topics like parking):
    • Senior management making rounds among staff and patients
  • Manager making rounds among staff and patients
  • Increase the participation of Volunteer Services in identifying obstacles and actions to improve accessibility, mandate of the joint committee and structured discussions during team and working sub-group meetings.
  • Enhance the program within Volunteer Services (e.g., accompanying patients and their families to registration point, through targeted actions to improve the experience of persons with a disability). 
(L1)  Section 12: Accessible formats and communication supports (2015)
  • Prepare communication kits for the Emergency Department and patient care units that will include, for example, a pocket talker, a magnifying glass, etc.
  • Maximize the number of information screens (more images than text).
  • Review the policy for interpretation services.
(L1)  Section 13: Emergency procedures (2012)    
(L1)  Section 14: Accessible Web sites and Web content (2014)
  • Website review in progress to make documents accessible.
    • A large number of online PDF files and forms were reviewed and reformatted (accessible PDFs, HTML forms, etc.) to make them accessible.
    • For recurrent financial reports provided to us by outside agencies in non-editable, PDF format that we are required to post on the website (for example: the quality improvement plan generated by the website of the Ministry of health and Long Term Care; audited financial reports by our outside auditors), we took on this challenge to ensure a solution is found within a year (since the documents posted in March 2020 will remain on the website until January 2021).
  • Pursue the process to make our website more accessible by 2021 (Web (WCAG) 2.0 (Level AA).
  • Pursue ongoing liaison activities with outside organizations that submit reports to us that must be posted on the website.
  • Educate administrative assistants on the basic rules for producing accessible PDF documents (for those to be posted on the website). 
Employment Standards
(L1)  Section 22: Recruitment, general provisions (2014)  
  • Accommodation policy for students and trainees under review, by the Institut du Savoir (ISM).
(L1)  Section 23 Recruitment, assessment and selection process (2014)



(L1)  Section 24: Notice to successful applicants (2014)
  • The email invitation includes the active offer of accommodation measures.
  • Check with the supplier of new online tests if accommodation measures are available. Communicate the potential options to the team. 
(L1)  Section 25: Informing employees of support measures (2014)  
  • Communicate more information about the existing policies during the general orientation of new employees.
(L1)  Section 26: Accessible formats and communication supports for employees (2014)    
(L1)  Section 27 Workplace emergency response information (2012)  
  • Pursue the implementation of departmental plans in emergency situations, adapted to the specific needs of team members with an identified disability, by sharing responsibilities among the individuals concerned, management and Occupational Health and Safety Service (OHSS).
(L1)  Section 28: Documented individual accommodation plans (2014)


  • Idem with the previous point.  Optimize the existing process, by sharing responsibilities among the individuals concerned, management and Occupational Health and Safety Service (OHSS).
  • Develop an accommodation policy for ISM students/trainees. 
(L1)  Section 29: Return to work process (2014)
  • Maintained accommodation procedures that were implemented
  • Modify or adapt procedures in order to better respond to the growing needs of staff with mental health problems (e.g., anxiety, depression), based on mental health in the workplace
(L1)  Section 30: Performance management (2014)  
  • Add a clause to the performance assessment policy that takes into account accessibility needs.
(L1) Section 31: Career development and advancement (2014)
  • Raised employee awareness about notifying the OHSS if adaptations are required (to be mentioned in the general orientation presentation).
  • Increase the active offer by developing the expertise of management teams and the consulting role of the OHSS (e.g., Lunch & Learn).
(L1)  Section 32: Redeployment (2014)   


Standards for the Built Environment
(L1)  Sections 80.32 to 80.38: Design of public spaces – Accessible parking (2016)
(L1)  Sections 80.16 and 80.17: Design of public spaces – Exterior paths of travel and outdoor public use eating areas  (2016) 
(L1)  Sections 80.40-80.43: Service counters, Fixed queuing guides and Waiting areas (2016) 
  • Monitored standards for all construction/renovation projects.  
  • Aviation parking: Moved disabled parking spaces close to the bus stop.
  • Repaired sidewalks and street while maintaining access/ramps for persons with disabilities.
  • Added pulleys to the ceiling in intensive care rooms.
  • Replaced outdoor lights and lights in the parking lot to exceed brightness standards and improve visibility.
  • Replaced floors in the Emergency Department: colours and contrasts chosen for seniors (in collaboration with Parkin Architects), and addition of visual cues.
  • Added signage to indicate speed limit and to raise drivers’ awareness in order to prevent accidents, especially with long-term care residents living at the back of the property, near the employee parking lot..
  • Put together a proposal to renovate the nursing station on 4A.
  • Consider reviewing the architectural design of the ISM’s reception.
  • Reactivate the service elevator for Wing E (ref.: employee entrance).


Next Steps in 2020

Ongoing Commitment

Hôpital Montfort is pursuing its efforts to expand the range of available accessibility options as well as staff training and awareness efforts, and to change its physical environment to improve accessibility for people with visible and non-visible disabilities. During rounds of patients and employees, managers are also providing real-time feedback to strengthen existing procedures and thus address the needs of our clientele.


Since the AIDET communications framework was introduced, staff members have taken a new approach to people, to ensure they meet all of their needs in a standardized way. During their time at Montfort, staff members are encouraged to ask people, with or without a disability, how they can be of assistance. This alleviates anxiety among patients and fosters communication about their needs.

The principles stated in this report have also been integrated into the Orléans Health Hub’s (OHH) planning in order to offer the same quality of care and services to our community.  Over the next few years, in collaboration with its partners, Hôpital Montfort will continue its efforts to make its health care institution more accessible to its patients and their loved ones, as well as to staff with a disability.


Canadian Hearing Society/Knowledge Centre/Facts and figures/ https://www.chs.ca/facts-and-figures.

Réseau pour le développement de l’alphabétisme et des compétences (RESDAC), Pour un impact collectif en développement de l’alphabétisme et des compétences (DAC) dans la francophonie canadienne (Information and discussion document on the collective impact of developing literacy and competencies in Francophone Canada), March 2018. http://bv.cdeacf.ca/RA_PDF/59384.pdf (in French only).

Literacy level information kit, https://www.coalition.ca/trousse-dinformation/ (in French only).

Information kit on recognizing difficulties in reading and writing, https://www.coalition.ca/trousse-dinformation/ (in French only).

1 https://www.ontario.ca/page/about-accessibility-laws (consulted on December 5, 2019)