Accessibility Policy

Review GEM Health Care Service’s 2026 Accessibility Compliance Report here.

Purpose

GEM Health Care Services (GEM) always strives to provide goods, services, facilities, and employment in a way that respects the dignity and independence of persons with disabilities and is committed to removing any barriers that may prevent people with disabilities from accessing the organization and/or its services. GEM is committed to the principles of dignity, independence, integration, and equal opportunity for all persons. This policy and its procedures address GEM’s commitments to accessibility and the requirements of the Accessibility for Ontarians with Disabilities Act (“AODA”) and the applicable Accessibility Standards.

Scope

This policy applies to all persons accessing GEM services and facilities, including employees, applicants, contractors, agents, volunteers, vendors, visitors, and any third-party individuals or organizations interacting with GEM staff or the public on behalf of GEM. It also applies to all GEM office premises.

Definitions

Accessible Formats may include, but are not limited to, large print, recorded audio and electronic formats, braille, and other formats usable by persons with disabilities.

Accommodation means the special arrangement made or assistance provided so that persons with disabilities can participate in experiences available to persons without disabilities. Accommodation will vary depending on the individual’s unique needs.

Assistive Devices are supporting aids such as communication aids, cognition aids, personal mobility aids and medical aids (e.g., canes, crutches, wheelchairs or hearing aids).

Communication Supports are devices or tools to aid communication between two or more individuals and may include, but are not limited to, captioning, alternative and additional communication, plain language, sign language and other supports that help with effective communication.

Disability means:
(a) any degree of physical disability, ailment, malformation or disfigurement caused by bodily injury, birth defect or illness and includes, but is not limited to, diabetes mellitus, epilepsy, a brain injury, paralysis, amputation, lack of physical co-ordination, blindness or visual impairment, deafness or hearing impairment, muteness or speech impairment, or physical reliance on a guide dog or other animal, wheelchair, or remedial appliance or device;
(b) a condition of mental impairment or developmental disability;
(c) a learning disability or dysfunction in one or more processes involved in understanding or using symbols or spoken language;
(d) a mental disorder; or
(e) an injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act.

The definition includes disabilities of varying severity, visible and non-visible disabilities, and disabilities whose effects may be intermittent.

IASR means Integrated Accessibility Standards Regulation.

Support Persons are individuals, whether paid professionals, volunteers, family members, or friends, who accompany a person with a disability to assist with communication, personal care, medical needs, or access to goods, services, or facilities.

Service Animals are animals individually trained to do work or perform tasks for the benefit of a person with a disability.

Unconvertible means it is not technically feasible to convert the information or communication, or the technology required to convert it is not readily available.

Web Content Accessibility Guidelines (WCAG) means the World Wide Web Consortium recommendation dated December 2008 entitled “Web Content Accessibility Guidelines.”

Procedures

1. General Requirements

GEM shall use every reasonable effort to ensure that it and all its representatives meet the needs of persons with disabilities in a respectful and timely manner. To do so, GEM shall:

ensure equal access and participation for people with disabilities
ensure that information is communicated in an accessible manner
ensure that GEM and its representatives follow the Customer Service Standard
ensure that GEM and its representatives follow the Integrated Accessibility Standards
ensure that office premises are barrier-free where reasonably practicable
ensure employees and prospective employees are aware that accommodations can be made upon request
provide training and education regarding accessibility and the Ontario Human Rights Code as it relates to persons with disabilities
remain committed to identifying, removing, and preventing barriers to accessibility by establishing and maintaining a multi-year accessibility plan
establish and maintain processes for receiving and responding to feedback and ensure that those processes are provided in accessible formats, upon request

2. Customer Service Standard

GEM is committed to excellence in serving all persons, including people with disabilities, and will carry out its functions and responsibilities as follows:

(a) Communication

GEM will communicate with persons with disabilities in ways that take into account their disability and will work with the individual to determine appropriate communication methods.

Employees and representatives who communicate with the public will be trained on how to interact and communicate with people with various types of disabilities.

(b) Telephone Services

GEM is committed to providing accessible telephone services. Employees who communicate by telephone will be trained to speak clearly, slowly, and in plain language. Alternative communication methods, such as e-mail or TTY relay services, will be offered where telephone communication is not suitable or available.

(c) Assistive Devices

GEM is committed to serving persons who use assistive devices to obtain, use, or benefit from GEM’s goods, services, or facilities. Staff will be trained and familiar with various assistive devices that may be used.

(d) Billing

GEM is committed to providing accessible invoices and related documents upon request. Alternative formats will be provided where appropriate, and staff will answer questions regarding invoices by telephone, e-mail, or other accessible communication methods.

(e) Use of Support Persons and Service Animals

GEM is committed to welcoming people with disabilities who are accompanied by a support person or service animal into GEM office buildings and facilities. At no time will a person with a disability who is accompanied by a support person or service animal be prevented from accessing their support person or service animal while on GEM premises.

If a person with a service animal seeks access to an area where the service animal cannot enter due to legal, safety, or health restrictions, GEM will discuss the reasons for the restriction with the individual and determine alternative ways to ensure equitable access to goods, services, or facilities.

(f) Notice of Temporary Disruption

GEM Health Care Services (GEM) recognizes that temporary disruptions to accessible services, supports, or communication methods may occur from time to time due to planned maintenance, technology interruptions, staffing limitations, emergencies, or circumstances beyond the organization’s control.

In the event of a planned or unexpected disruption that may impact access to GEM’s goods, services, communication supports, or accessibility accommodations, GEM will provide notice as soon as reasonably possible.

Notices of disruption may include:

the reason for the disruption
the anticipated duration of the disruption
information regarding alternative service methods or accommodations, where available
contact information for questions or assistance

Notices may be communicated through methods such as:

postings at reception or service areas
telephone messaging
e-mail communication
GEM’s website or electronic communication platforms
direct communication with affected individuals where appropriate

GEM will make every reasonable effort to minimize service disruptions and to provide alternative methods of access whenever possible.

Notices will be posted at entrances, reception areas, and/or on GEM’s website, as appropriate.

(g) Training for Staff

GEM will ensure accessibility training is provided to employees, contractors, vendors, policy developers, and any other individuals providing goods, services, or facilities on behalf of GEM.

Training will be provided within three (3) months of assuming applicable responsibilities and whenever significant changes are made to this policy. GEM and/or its vendors will maintain records of training provided.

Training will include:

an overview of the AODA and applicable accessibility standards
GEM’s Accessibility Policy and Multi-Year Accessibility Plan
how to interact and communicate with people with various disabilities
how to interact with persons using assistive devices, service animals, or support persons
accessible features available at GEM facilities
procedures for assisting persons experiencing accessibility barriers

(h) Feedback Process

GEM welcomes feedback regarding the accessibility of its goods, services, facilities, and employment practices. Feedback may be provided in a variety of ways, including:

by e-mail: services@gemhealthcare.com
by phone: 1-613-761-7474
in person at 383 Parkdale Ave Suite 304 Parkdale Ave, Ottawa On, K1Y 4R4

Accessibility Policy