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New Vision Family Health Team is committed to being responsive to the needs of all patients and customers. We strive to provide quality service that is accessible to all and will make reasonable efforts to ensure policies, practices and procedures and the delivery of services provided to persons with disabilities are in keeping with the principles of dignity, equity/equality of outcome, independence and integration. We will communicate with people with disabilities in ways that take into account their disability and communication needs.


New Vision Family Health Team has two powered entrances to access the facility. New Vision also has two universal washrooms located in our waiting room to accommodate a wheeled mobility device. Our washrooms are equipped with grab bars, powered sinks, powered soap dispensers and powered hand dryers. We also have an accessible exam table in one of our exam rooms. These devices provide dignity and privacy for people of all disabilities.


New Vision Family Health Team welcomes patient feedback and makes information available to all patients on how to provide feedback. Feedback is accepted in a variety of formats. Staff assistance is available to support people with disabilities to provide feedback.

Service Animal Policy

For the purpose of this policy, a ‘service animal’ is defined as either: a "guide dog", as defined in Section 1 of the Blind Persons Rights' Act; or a"service animal" for a person with a disability.

For the purpose of this policy, an animal is a service animal for a person with a disability, if it is readily apparent that the animal is used by the person for the reasons relating to his or her disability; or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

If it is unclear an animal is a service animal, staff can request documentation in the form a certificate or identification card from a service animal training school, or an identification card from the Attorney General of Ontario. If required documentation is not available when requested, staff is not obligated to allow entry of the animal onto the premises until such documentation is available. Staff will however, use discretion on this issue recognizing that patients/visitors may not be aware of the New Vision Family Health Team’s policies.

Staff Training

All individuals who interact and deal with members of the public or other third parties on behalf of New Vision Family Health Team, whether the person does so as an employee, agent, volunteer or otherwise, shall be required to receive training on providing customer service to people with disabilities.

NVFHT shall ensure that employees and volunteers who deal with the public on behalf of NVFHT, and those who are involved in NVFHT policy and program development and/or in directing, monitoring or evaluating policies receive training on accessible customer service.