Accessible Customer Service Plan

Primary Health Care Services (PHCS) and the Peterborough Networked Family Health Team (PNFHT) will provide patient care with the following principles in mind:

  • Dignity – Treating all persons with a disability as valued and deserving patients.
  • Independence – Supporting the use of assistive devices, service animals, and support persons in order to participate in all our programs and services.
  • Integration – Promoting and allowing people with disabilities to benefit from the same services, in the same or similar way as other clients. If integration does not serve the needs of patients with disabilities, PHCS and PNFHT will use alternate measures to provide services.
  • Equal Opportunity –PHCS and PNFHT will provide all patients the same opportunity to benefit from our services.

Assistive devices

We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our 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 in to our premises for clients attending for clinician appointments.

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 150 King Street, 3rd floor, Primary Health Care Services of Peterborough will notify clients promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative arrangements, as feasible.

The notice will be placed at the front entrance lobby at 150 King Street.

Training for Staff

Primary Health Care Services of Peterborough will provide training to employees who deal with the public. Individuals in the following positions will be trained: reception, administrative support, dietitians, nurse practitioners, mental health clinicians, pharmacists and registered nurses. This training will be provided to staff during their training orientation period effective with their start date with the organization.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer services standard.
  • Primary Health Care Services of Peterborough’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 support person.
  • How to use the equipment/devices that may help with providing services to people with disabilities.
  • What to do if a person with a disability is having difficulty in assessing Primary Health Care Services.

Staff will also be trained when changes are made to our plan.

Feedback Process

Clients who wish to provide feedback on the way Primary Health Care Services of Peterborough provides services provides to people with disabilities can do so through email to; in writing to PHCS 150 King Street, 3rd floor, Peterborough, Ontario K9J 2R9; or by phone at 705-740-8020.

All feedback will be directed to the Director of Operations, Primary Health Care Services of Peterborough. Clients can expect to hear back within 2 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

Any policy of Primary Health Care Services of Peterborough that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.


Multi Year Accessibility Plan