To ensure accessibility standards are implemented and enforced in order to achieve accessibility for persons with disabilities with respect to the services provided by the organization.


York Hills will, to the extent possible, make efforts to ensure that:

  • Services are provided in a manner that respects the dignity, self-respect and independence of persons with disabilities.
  • Provision of services to persons with disabilities are integrated with those provided to persons who do not have disabilities unless an alternative measure is necessary to enable a person with a disability to obtain, use or benefit from York Hills’s goods or services.
  • Persons with disabilities are given an opportunity equal to that of persons without disabilities to obtain use or benefit from York Hills’ services.


“Disability” shall mean the same as the definition of disability found in the Ontario Human Rights Code:

  1. Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
  2. A condition of mental impairment or a developmental disability;
  3. A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  4. A mental disorder, or
  5. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act 1997.


In support of persons with disabilities and in accordance with the Accessibility for Ontarians with Disabilities Act, York hills will ensure its policies, practices and procedures provide clear guidelines to all employees, associates, students and volunteers.


Use of Service Animals, Support Persons, and Assistive Devices Service Animals

Persons with disabilities may enter our premises accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law. It is the responsibility of the person with a service animal to control the animal at all times.

In the event a staff member or patient is allergic to animals, alternative arrangements will be negotiated.

Support Persons

Persons with disabilities may enter our premises accompanied by a support person and may have access to that support person at all times. Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.

Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by York Hills. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of services.


York Hills will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service. In addition, training will be provided on a continuous basis to all newly-hired staff as part of our onboarding process.

Training will include:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
  • The requirements of the Accessibility Standards for Customer Service;
  • How to interact and communicate with persons with various types of disabilities;
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person


York Hills will communicate with persons with disabilities in ways that take into account their disability. This means employees will communicate in a means that enables persons with disabilities to communicate effectively for purposes of using, receiving, and requesting our goods, services, and facilities. York Hills will also ensure any cost of service for client and or support person, will be communicated.

Disruption of Services

In the event of any temporary disruptions to facilities or services that persons with disabilities rely on to access or use York Hills services, reasonable efforts will be made to provide advance notice. In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible. When disruptions occur, York Hills will provide notice by: posting notices in conspicuous places including at the main entrance, posting on the York Hills website, contacting patients with appointments, and/or any other method that may be reasonable under the circumstances.


As listed in the Integrated Accessibility Standards Regulation, York Hills will ensure that our website, including web content, conforms to:


York Hills welcomes feedback about the delivery of our services to persons with disabilities. Please email yorkhills@yorkhills.ca, call 905-503-9560 or write to us directly via our mailing address if you have any feedback, questions, or concerns.

Ongoing Assessment

To ensure accessibilities standards are being practiced and maintained, a 5-year accessibility plan will be established to review:

  • How York Hills will meet accessibility requirements within required timelines,
  • Plans to address any current accessibility barriers,
  • Prevention and removal of future barriers

This plan will be available to persons requesting a copy and be in an accessible format as requested.

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