Quantum Medical Imaging Services, Inc. is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

 

Quantum Medical Imaging Services, Inc. understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

 

Quantum Medical Imaging Services, Inc. is committed to complying with both the Ontario Human Rights Code and the AODA. Quantum Medical Imaging Services, Inc. is committed to excellence in serving all customers including people with disabilities.

 

Our accessible customer service policies are consistent with the principles below for people with disabilities.

• Dignity – provide service in a way that allows the person with a disability to maintain self-respect and the respect of other people.

• Independence – a person with a disability is allowed to do things on their own without unnecessary help or interference from others.

• Integration – provide service in a way that allows the person with a disability to benefit from the same services, in the same place, and in the same or similar way as other customers, unless a different way is necessary to enable them to access goods, services or facilities.

• Equal opportunity – provide service to a person with a disability in such a way that they have an equal opportunity to access our services or facilities as what is given to others.

 

Assistive devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.

An assistive device is a piece of equipment a person with a disability uses to help them with daily living (e.g., an electric scooter, wheelchair, screen reader, hearing aid, cane or walker, an oxygen tank).

When require, additional assistance such as a TTY phone line, escorting to the examination area, providing the key to accessible washroom in the elevator hallway, translation or personal grooming will be integrated as part of our service.  

 

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities. Other measures such as transferring to another seat, table or examination room with assistance in order to facilitate the required testing.   

 

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by patients with disabilities while accessing our services or facilities.

 

Communication

We will communicate with people with disabilities in ways that take into account their disability. This include the following:

1. The facility should always feel like a welcoming environment to be in. By providing exceptional service, we can learn to offer a better experience for your entire customer base as well.

2. Our services is accessible. Our facility is equipped with automatic door openers, hallways and doorways are sufficiently wide to accommodate a wheelchair or a walker.  

3. Understand that no disability is the same. Each individual has different needs and different limitations. The best way to understand a person’s needs is to get to know them, and ask questions. Never make an assumption on a person’s disability. 

4. Be patient.  Take the time to respond to any needs that may come up.

5. Speak normally.  Speak to an disable person as you would normally to any other patient. 

6. Communicate at the same level. When dealing with a patient in a wheelchair, particularly if the conversation lasts more than a minute or two, don’t force the patient to crane their necks in order to look up.  Sit down and speak at eye level, face to face. Not only is this more respectful, it will be more comfortable for everyone.

7. Don’t assume. Before assisting a patient with a physical task such as reaching for an item or opening a door, always ask– it never hurts.

8. Hire employees with disabilities.  If a position comes up that is suitable for a person having a certain type of disability, our facility will consider the disable person for the position. 

 

We will work with the person with a disability to determine what method of communication works for them.

 

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

 

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

 

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

 

A regulated health professional is defined as a member of one of the following colleges:

• College of Audiologists and Speech-Language Pathologists of Ontario

• College of Chiropractors of Ontario

• College of Nurses of Ontario

• College of Occupational Therapists of Ontario

• College of Optometrists of Ontario

• College of Physicians and Surgeons of Ontario

• College of Physiotherapists of Ontario

• College of Psychologists of Ontario

• College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

 

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our facility:

• explain why the animal is excluded

• discuss with the customer another way of providing goods, services or facilities

 

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.

 

In certain cases, Quantum might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

• the person with a disability

• others on the premises

 

Before making a decision, Quantum will:

• consult with the person with a disability to understand their needs

• consider health or safety reasons based on available evidence

• determine if there is no other reasonable way to protect the health or safety of the person or others on the premises

 

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Quantum 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 facilities or services, if available.

​

Services/facilities include elevator access if sudden breakdown and examinations that are booked but require rescheduling for reasons beyond our control. The notice will be made available to the patient by way of contacting the patient by phone or through the referring doctor.  

 

Training

Quantum will provide accessible customer service training to:

• all employees and volunteers

• anyone involved in developing our policies

• anyone who provides services to our patients on our behalf.

 

Staff will be trained on accessible customer service within three days after being hired.

Training will include:

• Purpose of Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

• Ontario’s Accessible Employment Standard – Access Forward – Training for an Accessible Ontario (in progress). 

• Quantum’s policies 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 a support person

• how to use the equipment or devices available on-site or otherwise that may help with providing services to people with disabilities. These include grab bars, step stools and restraining positioning apparatuses.  

• what to do if a person with a disability is having difficulty in accessing Quantum’s goods, services or facilities

 

Staff will also be trained when changes are made to our accessible customer service policies.

 

Feedback process

Quantum welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Patients will be notified of how to provide feedback by way of the poster.

 

Customers who wish to provide feedback on the way Quantum provides services to people with disabilities can provide feedback in the following way(s):

• Speak with our manager directly in person. 

• Send email to info@qmis.ca.

• Through our monthly Patient Surveys. 

 

All feedback, including complaints, will be handled in the following manner:

• Manager to investigate the nature of the complaint. 

• Consultation with the staff member involved. 

• Document the findings on an Incident Report and alert the Quality Advisor that there has been a complaint.  

• Review the Incident Report with the individuals involved.  Quality Advisor to sign the report if approval is granted. Patients can expect to hear back within 48 hours. 

 

Quantum will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

 

Notice of availability of documents

Quantum will notify the public that documents related to accessible customer service, are available upon request by posting a notice in main reception.  Quantum will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

​

Modifications to this or other policies

Any policies of Quantum that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

 

Accessible Formats and Communication Supports

Upon request by an employee with a disability, and following consultation with the employee making the request, we will provide or arrange for the provision of accessible formats and communication supports for the employee to perform their job.

​

Workplace Emergency Response Information

We will provide individualized workplace emergency response information to employees who have a known disability. If needed we will provide an individualized emergency plan.

​