Trenton Pet Hospital – Accessibility Policy

1. Our Commitment

At Trenton Pet Hospital, we are committed to providing exceptional veterinary care and customer service in a manner that respects the dignity, independence, integration, and equal opportunity of all persons with disabilities. We strive to ensure that every pet owner and client can seamlessly access our facility, services, and care for their animals.

2. Providing Goods and Services to People with Disabilities

Communication

• We will communicate with people with disabilities in ways that take into account their disability.
  
• Staff will be trained on how to interact and communicate effectively with clients who have various types of disabilities.
  

Telephone & Remote Services

• We are committed to providing accessible telephone service. Staff will speak clearly, plainly, and at an appropriate pace.
  
• If telephone communication is not suitable for a client's needs, we will offer alternative methods of communication (e.g., email, text messaging, or written correspondence).
  

Assistive Devices

• Clients are welcome to use their personal assistive devices when accessing our clinic and services.
  
• Our staff will be familiarized with common assistive devices that may be used by clients while visiting our facility.
  

Support Persons

• A person with a disability who is accompanied by a support person is welcome to have that person accompany them anywhere on our premises that is open to the public.
  
• No fee will be charged for a support person to accompany a client on our premises.
  

3. Notice of Temporary Disruption

Trenton Pet Hospital will notify clients in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities (e.g., accessible entrance, parking, or restroom facilities). A notice will be posted at our main entrance and/or on our official website/social media channels, detailing:

• The reason for the disruption
  
• The anticipated duration
  
• A description of alternative facilities or services, if available
  

4. Staff Training

Trenton Pet Hospital will provide accessibility training to all employees, volunteers, and anyone who deals with the public on our behalf. Training will be completed during onboarding and on an ongoing basis when policies or procedures change.
Training includes:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 any equipment or devices available on site that may help with providing services to people with disabilities.
  
• What to do if a person with a disability is having difficulty accessing our services.
  

5. Feedback Process

We welcome feedback on how well we meet the accessibility expectations of our clients. Feedback regarding the way Trenton Pet Hospital provides goods and services to people with disabilities can be provided through the following channels:

• In Person: Speak directly with our Practice Manager or Reception Staff.
  
• By Phone: 613-392-6667
  
• By Email: info@trentonpethospital.com
  
• By Mail: Trenton Pet Hospital, 441 Front Street, Trenton, ON K8V 6C1
  

All feedback will be reviewed by management, and clients can expect a response within 5 to 7 business days.

6. Modifications to This Policy

Trenton Pet Hospital is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. No changes will be made to this policy without considering the impact on persons with disabilities. Any existing policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.