Accessibility Policy

Introduction

At Elcare Health Services, we believe that every individual has the right to access information about their care clearly, understandable, and suited to their needs. This policy reflects our commitment to inclusive communication and compliance with applicable laws. We ensure that clients and their representatives can request and receive service-related information in accessible formats—at no additional cost.

This policy supports compliance with:

Ontario Regulation 187/22 under the Connecting Care Act, 2019
Accessibility for Ontarians with Disabilities Act (AODA) and the Integrated Accessibility Standards Regulation (IASR), O. Reg. 191/11
Personal Health Information Protection Act, 2004 (PHIPA)
Health Care Consent Act, 1996
Ontario Human Rights Code

Purpose

To ensure Elcare Health Services provides clear and accessible information to clients and their representatives regarding home and community care services, care plans, and assessment information. This policy enables informed decision-making and respects the rights of individuals with disabilities and communication needs.

Scope

This policy applies to all staff, caregivers, and administrative personnel involved in delivering or coordinating care services, client communication, and health information at Elcare Health Services.

Policy Statement

Elcare Health Services will:

Provide all home and community care service information in a clear, accessible, and understandable format.
Offer explanations of assessment information or care plans in accessible formats upon request.
Accommodate client needs by providing materials in formats such as large print, plain language, electronic text, audio, and braille.
Deliver accessible information at no additional cost to the client.
Ensure accessibility practices align with legal requirements under PHIPA, AODA, the Health Care Consent Act, and the Ontario Human Rights Code.

Definitions

Accessible Formats: Alternative formats that allow individuals with disabilities to access information (e.g., large print, audio, braille, plain language). Communication Supports: Services or tools used to facilitate effective communication, including captioning, interpretation, and simplified text.

Procedure

Notification: Clients are informed at intake, and in handbooks, that accessible formats are available upon request.
Request Process: Requests may be made verbally, in writing, by phone, email, or through the client portal.
Fulfilment: All requests are fulfilled as soon as possible, typically within five business days.
Responsibility: The Care Coordinator, in coordination with the Care Planner, will manage requests and ensure documents are provided in the requested format.
Documentation: All requests and actions are logged in the client’s file and flagged in the system.

Staff Responsibilities

All staff must understand and adhere to this policy.
Managers and supervisors are responsible for ensuring accessibility protocols are followed.
Annual training includes modules on accessible communication, AODA/IASR standards, PHIPA, and Regulation 187/22 rights.

Review and Monitoring

Accessibility requests and responses will be reviewed as part of the annual Quality Improvement Plan (QIP) and internal audit processes.
The policy is reviewed annually or upon any regulatory changes.

Feedback

We welcome feedback on how we provide accessible services and communication. Please contact our Accessibility Officer at info@elcare.ca or 1-365-544-1555