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2021 Annual Accessibility Report

December 2021

“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

Summary

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 broad areas: information and communications, transportation, employment, the design of public spaces and customer services.

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. 2263, email patient@montfort.on.ca, or ask a member of your medical team.

Overview

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.

In 2020, in order to help us identify obstacles mainly of architectural and physical nature, we have called in an external auditor. The proposed short and long-term recommendations help us determine our priorities for the coming years. 

Population

According to the 2017 Canadian Disability Survey, "more than 6 million Canadians aged 15 and older (22% of the population) identify as having a disability, and the actual numbers are likely higher."  

Disabilities related to pain, flexibility, mobility and mental health were the most prevalent types of disabilities, followed by vision, hearing, dexterity, learning, memory and development. 

Seniors were almost twice as likely to have a disability as working-age people 

The prevalence of disability is higher among women. 

Literacy levels for Francophones are significantly lower than for Anglophones. Statistics for the Francophone minority population reveal an equally alarming situation: 53% of Francophone adults are below Level 3 literacy, the level needed to function and contribute to our modern knowledge-based society. 

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. 

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 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 a mechanism for filing and processing accessibility complaints (refers to processes within the Quality Improvement and Risk Management Departemnt);  
  • 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 barriers.

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.

2022 Compliance Measures and Targets

The following is a summary of initiatives and actions taken in 2021 to comply with the Integrated Accessibility Standards Regulation (IASR) pursuant to the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). It is important to note that as a result of COVID-19, some activities have been suspended for several reasons (e.g. physical distancing).

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 2021 Accomplishments 2022 Target
General dispositions
(L1)  Section 3: Accessibility policy (2013)
  • Reviewed the accessibility policy for people with disabilities (ADMIN 010)
  • Update policies as required, in the event of legal changes.
(L1)  Section 4: Accessibility Plan (2013)
  • Reviewed the multi-year plan.
  • Prepared and approved the annual accessibility report for 2021 to guide committee activities and establish annual priorities. 
  • Preparation and approval of 2022 annual report.
(L1)  Section 5: Procuring or acquiring goods, services or facilities (2013) 
  • Maintained accessibility provisions in bid process and new contracts.
  
(L1)  Section 6: Self-service kiosks (2013)
  • Continued using the same wording in the calls for tender to account for accessibility options when procuring self-service kiosks in order to make them accessible to people with disabilities.
  • Followed the standards when purchasing self-service kiosks at the Orléans Health Hub.
  
(L1) Section 7: Training on the requirements of accessibility standards (2014)
  • Provided online training during the general orientation provided to all new employees, volunteers and trainees (Training program: Service-ABILITÉ and Travailler ensemble-Human Rights Code).
  • Provided 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.
  • Provided specific training for certain sectors/groups/people as needed (communications, for example).
  • Provided an integration program for new nursing hires, continuous information sessions adapted and centred on individual needs, simulation exercises (for example, patients experiencing delirium).
  • Twice a year, monitor staff compliance with the training programs Service-Abilité and Travailler ensemble using the Learning Management System.
  • Continue to publish real-life stories in the internal newsletter, encouraging the sharing of experiences .
  • Relaunch the simulation blitz, once or twice a month, by the ISM-CPD (continuous development) team in the various departments to test knowledge and raise staff awareness - when possible (COVID-19)
  • Continuously assess training delivered to nurses in order to incorporate accessibility standards.
Information and Communications standards
(L1)  Section 11: Feedback process on accessibility (2014)
  • Sought feedback about accessibility in National Research Corporation Canada patient satisfaction surveys.
  • Maintained the complaints management process through the Quality and Risk Management Division.
  • Continued doing rounds (identify priority topics like parking):
    • Senior management made rounds among staff and patients
    • Manager made rounds among staff and patients
  • Pursue increased 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. 
  • Continue to gather feedback from Committee members as well as all staff members with respect to barriers. 
(L1)  Section 12: Accessible formats and communication supports (2015)
  • Given visitors' restrictions during the COVID period, virtual visits were implemented with iPads presented to patients, for translation and sign language, for example. 
  • 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).
(L1)  Section 13: Emergency procedures (2012)    
(L1)  Section 14: Accessible Web sites and Web content (2014)

  • Reviewed the Montfort website to maximise accessibility according to Web Content Accessibility Guidelines (WCAG) 2.0 AA standards.

    • The 100 most visited pages (French/English) were individually reviewed to ensure that there are no barriers to accessibility.

    • Patient education materials available on the website are currently being converted (75 out of 250) and will be posted in accessible format. 

    • The reports and other administrative documents that should be made available on the website will be available in accessible format where possible, otherwise a reference has been added to suggest that they are available in an adapted format, upon request.

  • The Orléans Health Hub website (launched in May 2021) is compliant with WCAG 2.0 AA. 

  • Completely redesign the website with an approach more centred on peoples’ needs, and in compliance with the WCAG 2.0 AA standards. Launch planned for spring 2022. 

  • Review and distribute the COM 105 policy.

  • Prepare the next step in the WCAG, by adding subtitles or transcriptions to the videos posted on the website.  
Employment standards
(L1)  Section 22: Recruitment, general provisions (2014)  
  • Review the accommodation policy for students and trainees, by the Institut du Savoir (ISM, our knowledge institute).
(L1)  Section 23 Recruitment, assessment and selection process (2014)

 

 
(L1)  Section 24: Notice to successful applicants (2014)
  • The email invitation includes the active offer for accommodation measures.
  • Accommodation measures were made available for new online tests via an external provider.
  
(L1)  Section 25: Informing employees of support measures (2014)
  • Communicated policies in place during general orientation of new employees (part of mandatory training)
  
(L2)  Section 26: Accessible formats and communication supports for employees (2014)
  • Responded to requests on an ongoing basis
  
(L1)  Section 27 Workplace emergency response information (2012)
  • Assessed existing practices in order to identify staff members with disability-related accommodation needs
  • Pursue the implementation of departmental plans in emergency situations, adapted to the specific needs of team members with identified disabilities, by sharing responsibilities among the individuals concerned, management and the Occupational Health and Safety Service.
  • Develop a process to determine which staff members require an accommodation plan during emergency situations.
  • Implement an online platform to documents accommodation needs of staff members with disabilities (permanent or temporary).  

(L1)  Section 28: Documented individual accommodation plans (2014)
  • Developed an accommodation policy for ISM students/trainees 
  • Idem with the previous point.  Optimize the existing process, by sharing responsibilities among the individuals concerned, management and Occupational Health and Safety Service.
(L1)  Section 29: Return to work process (2014)
  • Maintained the existing accommodation procedures
  • Modify or adapt the procedures in order to better respond to the growing needs of staff with mental health problems (e.g., anxiety, depression), based on the national standard for psychological 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 staff awareness about notifying the Occupational Health and Safety Service if adaptations are required (to be mentioned in the general orientation presentation).
  • Add a clause to the recruitment policy that takes into account accessibility needs. 
(L1)  Section 32: Redeployment (2014)   

 

  
Built Environment standards
(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) 
  • Followed standards for all construction/renovation projects.  
  • Installed directional signage at parking lot entrances indicating the location of designated parking spaces

  • Completed plans to renovate nurses' station in 4A 

  • Completed plans for designated spaces 

  • Brought the designated accessible parking spaces up to CSA B651-18 (standards for dimensions, pavement markings and signage) 

  • Repainted the lines/markings on parking lots 

  • Installed multiple tactile indicators where sidewalks end and become crosswalks 

  • Installed a seat outside the main entrance 

    • Designed interior circulation routes so that doors and door frames contrast with the surrounding wall surfaces and floors, the color of the "nose" of the stairs contrasts with the steps, and the color of the handrails contrasts with the surrounding walls 

  • Orléans Health Hub: 

    • ​Corrections/modifications to some washrooms to make them more accessible. 

    • Modification of parking space lines to add cross-hatched areas and van parking signs 

  • Renovate the nursing station in 4A (2022–23 Capital Plan).

  • Instal outdoor lights at the employee entrance.

  • Instal remaining tactile attention markers where sidewalks end and become pedestrian crossings. 

  • Instal directional signage indicating the location of the main entrance and additional alerts (flashing lights, audible signals or integrated LED lighting) in the pedestrian crossing leading to the Lot B parking lot.

  • Instal directional signage in the multistorey staff parking garage indicating the path to the employee entrance.
Customer Services standards

Sections 80.46 Establishment of policies;

80.47 Service animals and support persons;

80.48 Notice of temporary disruption;

80.49 Training;

80.50 Mandatory feedback process;

and 80.51 Document format 

  • See "General Requirements", sections 3 and 7 

  • See "Standards for Information and Communications", sections 11 and 12 

  • Continued to respond to requests for alternative document formats 

  • Adapted requirements for COVID vaccinations for support person needs 

  • See "General Requirements", sections 3 and 7 

  • See "Standards for Information and Communications", sections 11 and 12 

  • Review PREVINF 220: Animals in the Hospital 

  • Implement a pilot project of "boxes" for patient adaptive equipment (glasses, hearing aids, dentures) to prevent loss when patients are not wearing them (during surgery, sleep/rest, etc.) 

 

Next Steps in 2022

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.

With the advent of COVID-19 and the need for temporary security measures, we are making every effort to avoid physical or other barriers that could make the facility less accessible.

Conclusion

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, 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 members with a disability.

References

Enquête canadienne sur l’incapacité (2019) - https://www150.statcan.gc.ca/n1/pub/89-654-x/89-654-x2019002-eng.htm 

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).

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 2, 2021)

NOTE: PDF documents are available in a different format upon request at communications@montfort.on.ca