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2023 Annual Accessibility Report

“Hôpital Montfort, an academic hospital, delivers exemplary, person-centred care. To do so, and in keeping with our values of compassion, respect, excellence, mutual support and accountability, we all have a duty to accommodate the needs of persons with disabilities. To make Montfort your hospital of choice for outstanding service, the care we provide must be accessible. This report documents the work completed over the past year by the hospital’s Accessibility Committee to ensure that you receive inclusive services, designed with you and for you.”

Dominic Giroux
President and Chief Executive Officer

December 2023

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, this report is available in an accessible format or with a communication aid upon request.

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 sets a schedule for achieving accessibility objectives. 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 of these efforts, 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 with 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 easily.

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 (24.3%), hearing (21.4%), dexterity (20.4%), learning (17.7%), memory (16,8%) and development (5%). 

Sometimes, these disabilities are made "visible" by clearly identifiable factors: a wheelchair, a white cane, a hearing device, Down syndrome, etc. However, the vast majority of disabilities are invisible to casual observers.  

  • The 2017 Canadian Survey also reports that:  

    • Learning disabilities include dyslexia, hyperactivity, attention deficit problems and other conditions 

    • Developmental disabilities include trisomy, autism, Asperger syndrome or a mental disorder caused by a lack of oxygen at birth. 

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

  • Disability is more prevalent among women. 

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

Considering our ageing population, the number of Ontarians with disabilities is expected to increase. As a result, accessibility needs will also increase. 

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 each individual.

In 2020, we enlisted the services of an external auditor to help us identify obstacles, mainly of an architectural and physical nature. Since then, the proposed short- and long-term recommendations are helping us identify our priorities for the coming years.

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 disabilities from fully participating, and thereby enhance 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 people with disabilities regularly face
  • Ensure the development, review, approval and implementation of the multi-year Accessibility Plan
  • Support the 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 and Risk Management Division)
  • As needed, advise hospital management on emerging accessibility issues
  • Annually evaluate progress and advances in achieving the objectives of the multi-year Accessibility Plan, and produce a publicly-available report
  • Act as Montfort “ambassadors” in removing barriers

The Accessibility Committee is composed of hospital staff members and one or more community representatives. The Committee aims to speaking on behalf of people with disabilities and fostering a culture that promotes accessibility and awareness among everyone who enters the hospital, whether patients, visitors or staff. 

In 2023, committee members reviewed the Accessibility Committee’s terms of reference. The most significant changes included a review of the committee’s composition and the addition of a definition of the term “person with a disability,” consistent with the Accessibility for Ontarians with Disabilities Act.

2024 Compliance Measures and Targets

The following is a summary of initiatives and measures taken in 2023 to comply with the Integrated Accessibility Standards Regulation (IASR) established pursuant to the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Note that almost all of the measures implemented during the COVID-19 pandemic have since been lifted (e.g., in-person activities of volunteers or trainees).

The following sections refer to the Accessibility for Ontarians with Disabilities Act, 2005, available at https://www.ontario.ca/laws/regulation/110191 

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 dispositions

Section

2023  Accomplishments

2024 Target
(L1) Section 3: Accessibility policy (2013)  
  • Update policies as required in the event of legal changes
(L1) Section 4: Accessibility Plan (2013)
  • Reviewed the Accessibility Committee’s terms of reference
  • Prepared and approved the 2023 annual accessibility report
  • Prepare and approve the 2024 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.
  
(L1) Section 7: Training on the requirements of accessibility standards (2014)
  • Provided online training during the general onboarding offered to all new employees, volunteers and trainees, and continuous training for all staff members (Training program: Service-ABILITÉ / Serve-Ability and Travailler ensemble / Working Together – Ontario Human Rights Code). Online modules are available at all times via the Learning Management System – LMS)
  • Provided specific training for certain sectors/groups/people as needed
  • Continue to monitor staff compliance with the Serve-ABILITY and Working Together training programs every other year using the Learning Management System (LMS)
  • Continue to publish real-life stories in the hospital’s newsletter and encourage people to share their experiences
  • Under the leadership of the Quality and Risk Management Division, conduct more simulation blitzes once or twice a month in the various departments to test employee knowledge and raise awareness, when possible (COVID-19)
  • Continuously assess training delivered to nurses to incorporate accessibility standards
  • Update the new employee onboarding and integration program (general and specific guidance)
  • Launch a new training program on customer service
  • Develop virtual online orientation for volunteers

Information and Communications standards

Section

2023  Accomplishments

2024 Target
(L1) Section 11: Feedback process on accessibility (2014)
  • Sought feedback on accessibility in satisfaction surveys sent to patients (NRCC tool)
  • Maintained the complaints management process through the Quality and Risk Management Division
  • Performed ongoing check-in consultations
    • Senior management consulted with staff and patients 
    • Manager consulted with staff and patients to identify priority issues, such as topics like parking
  • Keep increasing participation by Volunteer Services in identifying obstacles and actions to improve accessibility, the mandate of the joint committee and structured discussions during team and working sub-group meetings
  • Enhance the program within Volunteer Services (e.g., by accompanying patients and their families to registration points) through targeted actions to improve the experience of people with disabilities
  • 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 the visitor restrictions imposed during COVID, implemented virtual visits using iPads provided to patients with translation and sign language capabilities, for example
  • Used masks designed to facilitate communications with patients who are hard of hearing
  • Prepare communication kits for the Emergency Department and patient care units that include items such as a pocket talker, a magnifying glass, etc. 
  • Maximize the number of information screens (more images than text)
(L1) Section 13: Emergency procedures (2012)   Add a page on emergency measures to the website, with an explanation of the different hospital codes 
(L1) Section 14: Accessible Web sites and Web content (2014)
  • The Hôpital Montfort website was completely redesigned to maximize accessibility in accordance with the Web Content Accessibility Guidelines (WCAG) 2.0 AA
  • Patient education materials available on the website are currently being converted (75 out of 250) for online publication in an accessible format
  • Reports and other administrative documents available on the website are in an accessible format where possible; otherwise, a note was added to indicate that such documents are available in an adapted format upon request
  • The new Hub website (launched in May 2021) complies with WCAG 2.0 AA standards
  • Review and distribute the COM 105 policy (website)
  • Prepare the next step in the WCAG by adding subtitles or transcriptions to the videos posted on the website
  • Assess the possibility of finding a new supplier for the Hub patient portal, to make it more accessible for clients 

Employment standards

Section

2023  Accomplishments

2024 Target
(L1) Section 22: Recruitment, general provisions (2014)  
  • Review by the Institut du Savoir Montfort of the accommodation policy for students and trainees
(L1) Section 23 Recruitment, assessment and selection process (2014)
  • The email invitation includes an active offer of accommodation measures
  
(L1) Section 24: Notice to successful applicants (2014)
  • Accommodation measures were made available for online tests via an external provider
  
(L1) Section 25: Informing employees of support measures (2014)
  • Existing policies were shared during general employee onboarding activities
  
(L1) Section 26: Accessible formats and communication supports for employees (2014)  
  • Responded to requests on an ongoing basis 
  • Ongoing responses to requests
(L1) Section 27 Workplace emergency response information (2012)
  • A self-identification form was sent to all staff members to identify who among them requires an accommodation plan in the event of an emergency
  • Alerts for the new emergency code announcement system (RAVE) are automatically displayed on all computer screens
  • Ensure that the self-identification form is discussed at the time of hiring and during general onboarding training  
(L1) Section 28: Documented individual accommodation plans (2014)
  • Created plans to document the accommodation needs of staff members with disabilities (permanent or temporary)
  • The Institut du Savoir Montfort updated the accommodation policy for students and trainees revised in November 2022
  • Pursue the implementation of departmental emergency plans adapted to the specific needs of team members with identified disabilities, while sharing responsibility among the individuals concerned, management and the Occupational Health and Safety Service (OHSS)
(L1) Section 29: Return to work process (2014)
  • Maintained the existing accommodation procedures
  • Modify or adapt procedures 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)
  • Monthly check-in consultations by managers with their team members to ask each employee whether they have all the tools they need to effectively carry out their work. A decision was made that the addition of an item to the performance appraisal form would not be necessary
  
(L1) Section 31: Career development and advancement (2014)
  • Raised staff awareness about notifying Occupational Health and Safety members if adaptations are required (mentioned in the general onboarding presentation)
  • Add a clause to the recruitment policy that takes into account accessibility needs
(L1) Section 32: Redeployment (2014)    

Built environment standard

Section

2023  Accomplishments

2024 Target

(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
  • Conducted a detailed review of Canadian Standards Association (CSA) standards governing accessibility for health care facilities
  • Installed directional signage at parking lot entrances indicating the location of designated parking spaces (multi-year project)
  • Made preparations for the renovation of designated spaces (multi-year project)
  • Repainted parking lot lines/markings (annual maintenance)
  • Installed multiple tactile indicators where sidewalks end and become crosswalks (multi-year project)
  • Prepared work on indoor traffic routes to make doors and door frames contrast against the surrounding wall surfaces and floors, the colour of the “nose” of the stairs contrasts with the steps, and the colour of the handrails contrasts with the surrounding walls (multi-year project)
  • Installed or renovated accessible picnic tables


Aline-Chrétien Health Hub in Orleans:

  • Corrections/modifications to some washrooms to make them more accessible (multi-year project)
  • Modification of parking space lines to add cross-hatched areas and van parking signs (ongoing)
  • Installed or renovated accessible picnic tables
  • Adjusted volunteer reception kiosk to accommodate volunteers in wheelchairs
  • Follow-up on standards for all construction/renovation projects
  • Analyze existing facilities against Canadian Standards Association (CSA) standards governing accessibility in health care facilities
  • Install the remaining tactile attention markers where sidewalks end and become pedestrian crossings (multi-year project)
  • Prepare to renovate designated spaces (multi-year project)
  • Repaint parking lot lines/markings (annual maintenance)
  • Prepare interior traffic-related work to make doors and door frames contrast with the surrounding wall surfaces and floors, to make the colour of stair “nosing” contrast with the steps, and to make the colour of handrails contrast with the surrounding walls (multi-year project) 
  • Install directional signage (multi-year project): 
    • At the parking lot entrance, indicating the location of designated parking spaces
    • Indicating the location of the main entrance, with additional alerts (flashing lights, audible signals or integrated LED lighting) in the pedestrian crossing leading to the Lot B parking lot
    • In the multistorey staff parking garage indicating the path to the employee entrance
  • Make designated accessible parking spaces conform to the requirements of the Canadian Standards Association (CSA) standard B651-18 (standards governing dimensions, pavement markings and directional signage) (multi-year project)

 

  • Corrections/modifications to make certain washrooms more accessible
(L1) 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
  •  Published disruption advisories (construction, detours, elevator closure, etc.) on the website
  • Responded to requests for alternative document formats
  • Adapted requirements for COVID vaccinations to support personnel (Note: the vaccination requirement for visitors ended over the course of the year)
     
  • See “General Requirements,” sections 3 and 7
  • See “Standards for Information and Communications,” sections 11 and 12 
  • Review the PREVINF 220: Animals in the Hospital policy
  • 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 2024

Since the AIDET framework was adopted in 2014, Hôpital Montfort staff members have adopted a new approach to ensure that they meet all needs in a standardized way.

Letter Explanation Objective
A Greet patients and their family members in French and then in English, unless their language of service preference is known and do your best to help them.  Establish an active offer of service 
I Initiate conversation by introducing yourself (name, position and experience if necessary) to patients, their family members or colleagues you are meeting for the first time.  Establish trust 
D Inform people about the expected duration of your interaction.  Set limits on expectations 
E Explain the purpose of your meeting and the care or services you will be providing, or the reason for your intervention.  Enhance compliance 
T Show your appreciation to the patient/client for their cooperation by saying, “thank you.”  Encourage acknowledgement 

 

During their time at Montfort, staff members are encouraged to ask how they can be of assistance to persons with or without disabilities. This alleviates anxiety among patients and fosters communication about their needs.

Conclusion

Hôpital Montfort is pursuing its efforts to expand the range of accessibility, training and awareness options for staff and to change its physical environment to make it more accessible to persons with visible and invisible disabilities. While consulting with patients and employees, managers can also give real-time feedback to strengthen existing procedures and processes to meet the needs of our clientele.

Despite COVID-19 and the need for temporary safety measures, we are making every effort to avoid physical or other barriers that make the hospital less accessible.

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 disabilities.

References

Canadian Survey on Disability (2017)

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, mars 2018.[Information and discussion paper]. http://bv.cdeacf.ca/RA_PDF/59384.pdf

NOTE: The documents in PDF are available in another format upon request, at communications@montfort.on.ca