To ensure that all services provided by the CReATe Fertility Centre (CFC) follow the principles of dignity, independence, integration and equal opportunity in order to comply with the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005.


This policy applies to all CFC employees in patient contact areas, management, physicians, fellows, and students.


The CFC is committed to providing high quality, patient centred care, while eliminating barriers and improving accessibility for patients with disabilities and providing services in a way that respects the dignity and independence of patients with disabilities. Patients with disabilities will be given the same opportunity, where possible, to access and benefit from our services, in the same place and in a similar manner as other patients. It is the responsibility of every staff member to be attentive to the concerns of patients, their families and visitors and to resolve concerns related to accessibility.


Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

  1. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
  2. a condition of mental impairment or a developmental disability;
  3. a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  4. a mental disorder; or
  5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

The definition includes disabilities of different severity, visible as well as non-visible, and disabilities the effect of which may come and go.

Personal Assistive Devices: These are personal supports used by persons with disabilities that enable them to carry out the activities of daily living. Personal assistive devices are typically devices that patients bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Guide Dog: Is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.

Service Animal: As reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

Service Dog: As reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

Support Person: As reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

Our commitment


We will provide training to all employees who deal with patients and to all individuals who are involved in the development and approval of the patient service policies, practices and procedures. Training will be completed during the employee probation period.

Training will include:

Feedback process

CFC aims to provide high quality, patient centred care while serving patients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way the CFC provides services to people with disabilities can be made by sending an e-mail to the Clinic Manager at . All feedback will be directed to the Leadership & Partnership Committee and the Medical Director when necessary. We will make all reasonable efforts to address concerns or complaints immediately.

Availability of customer service documents

We shall, upon request, give a copy of this policy to any person. Requests for accessible customer service documents should be made to the Clinic Manager. If a patient with a disability requests a copy of this policy, we will provide the policy, or the information contained within the policy, in a format which takes into account the patient's disability.