Accessible Customer Service Plan

Peterborough Family Health Team and the Family Health Organizations 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 of 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, we will use alternate measures to provide services.
  • Equal Opportunity –we 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 patients 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 patient with a disability who is accompanied by a support person/caregiver 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 patients with disabilities at 185 King Street, Suite 500, Peterborough Family Health Team will notify patients 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 185 King Street as well as the home page of Peterborough Family Health Team’s website.

Training for Staff

Peterborough Family Health Team will provide training to employees who deal with the public. Individuals in the following positions will be trained: administrative support, mental health clinicians, nurse practitioners, pharmacists, receptionist, registered dietitians, and registered nurses (registered practical nurses.) This training will be provided to staff during their 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.
  • Peterborough Family Health Team’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 our services.

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

Feedback Process

Patients who wish to provide feedback on the way Peterborough Family Health Team provides service to people/patients with disabilities can do so through the following means:

Writing –  please mail to the following address:
Peterborough Family Health Team
Attn: Public Relations Officer
185 King Street, Suite 500
Peterborough, ON K9J 2R8

for email address.

For telephone please call: (705) 740-8020

All feedback will be directed to the Public Relations Officer. Patients, caregivers, and family members can expect to hear back within two business days. Concerns will be addressed according to our organization’s regular concern management procedures.

Modifications to this or other policies

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

Multi Year Accessibility Plan

To read more, please view the: Multi Year Accessibility Plan