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. 

Given the aging population, the number of people living with a disability in Ontario is expected to rise. Likewise, accessibility needs will grow.

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 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.

2019 Compliance Measures and Targets

The following is a summary of initiatives and actions taken in 2018 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 2018 Accomplishments 2019 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.
    Prepare and approve the annual accessibility report.
  • Preparation and approval of 2019 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).
  • Biannual monitoring of compliance among staff with the "Service-ABILITÉ" and "Travailler ensemble" training in the learning management system (LMS)
  • Continuous assessment of training delivered to nurses to incorporate accessibility principles.
Information and Communications Standards
(L1)  Section 11: Feedback process on accessibility (2014)
  • Elicit feedback about accessibility in patient satisfaction surveys 
  • (reference: NRC Picker tool).
  • Maintain the complaints management process through the Quality and Risk
  • Management Division.
  • Keep doing rounds (identify priority topics like parking):
    • Senior management making rounds among staff and patients;
    • Manager making rounds among staff and patients. 
(L1)  Section 12: Accessible formats and communication supports (2015)
  • Information update on available employee intranet tools. 
  • Interactive workshops to raise awareness among clinical staff about communicating with patients who have cognitive, hearing or vision impairments.
  • Prepare communication kits for the Emergency department and patient care units, including pocket talker, magnifying glass, etc.
  • Maximize information screens (more images than text). 
(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).
  • Continuous process to make our website more accessible by 2021 (Web (WCAG) 2.0 (Level AA).
  • Continued 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)
  • A website reminder that job postings are available in accessible format and the addition of icons to the job opportunities page.
  • Deployment of an online system to facilitate the recruitment process (NJOYN system, which meets accessibility standards).


(L1)  Section 23 Recruitment, assessment and selection process (2014)
  • Removal of questions about accommodation from interview guides


(L1)  Section 24: Notice to successful applicants (2014)    
(L1)  Section 25: Informing employees of support measures (2014)    
(L1)  Section 26: Accessible formats and communication supports for employees (2014)    
(L1)  Section 27 Workplace emergency response information (2012)  
  • Implementation of departmental plans adapted to the specific needs of team members with an identified disability.
(L1)  Section 28: Documented individual accommodation plans (2014)


(L1)  Section 29: Return to work process (2014)    
(L1)  Section 30: Performance management (2014)    
(L1) Section 31: Career development and advancement (2014)
  • Employee awareness about notifying the OHSS if adaptations are required (to be mentioned in the general orientation presentation).
(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) 
  • Emergency room floors replaced with contrasting colours.
  • During MRI upgrading work, a mobile MRI was used to provide access to persons with a disability.
  • Additional accessible parking spaces in the visitor parking lot (6 spaces).
  • Addition of 3 automatic door openers in 2D (Therapeutic Services).
  • Addition of washroom signage and lighting opposite auditorium.
  • Monitoring of standards for all construction or renovation projects.
  • Renovation of 4A nursing station.
  • Addition of emergency call buttons in washroom opposite auditorium.
  • Addition of washroom support bars in front of the auditorium.


Next Steps in 2019

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 change its physical environment to improve accessibility by people with 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.

Over the next few years, Hôpital Montfort will continue making progress on its path to becoming a more accessible health care institution for patients, visitors and staff with a disability

1 https://www.ontario.ca/page/about-accessibility-laws (consulted on November 19, 2018)