Accessibility, Equity and Inclusion

Accessibility

We are committed to providing an accessible environment for everyone. We:

• respect the dignity and independence of all people.
• identify, prevent and remove barriers to providing and accessing care and services
• meet standards in the Accessibility for Ontarians with Disabilities Act (AODA) and explore further improvement opportunities
• gather feedback from staff, physicians, patients, caregivers and the community to inform our improvement opportunities

We put all people at the centre of decision making and address barriers proactively. These may include barriers that are:

• physical, structural or architectural
• systemic (policies, practices and procedures, cultural norms)
• technological
• communication-related
• attitudinal

Our work to improve accessibility and comply with AODA Standards is outlined in our comprehensive multi-year accessibility plan.

Accessibility Advisory Committee

Our Accessibility Advisory Committee (AAC) is co-chaired by a patient family advisor and sponsored by a member of our Senior Leadership Team. Membership is diverse and includes community and staff members actively involved in accessibility improvements informed by expertise and lived experiences.

Equity, inclusion and anti-discrimination

We believe people-centred care is informed by the perspectives of our patients, families and community. We:

• know that health is impacted by social determinants such as housing, income, sexual orientation and gender identity, disability, language, religion, immigrant status, newcomer status, gender and age
• provide supports and resources to address these factors during a patient's stay and after their discharge
• embed patients' preferences and practices into their care planning

• build patient and family feedback into our program evaluations
• consider patients first in our organizational decision-making

Anti-discrimination

We are strongly committed to equity, diversity, inclusion and anti-discrimination. To this end, we are always working towards challenging discrimination, including racism, in all its forms.

One of Canada's Best Diversity Employers

For nine consecutive years, we have been honoured as one of Canada's Best Diversity Employers.

The honour includes being recognized for creating an inclusive work environment for our staff, physicians and volunteers and for striving to meet the unique and diverse needs of patients, families/caregivers and our community.

We provide staff with learning opportunities, tools and resources so they can reflect, gain self-awareness around the diversity of others and best meet each patient or family/caregiver's unique needs.

Diversity Advisory Council

Our Diversity Advisory Council members are community members, staff and physicians who advocate for health equity, diversity and inclusion. Members raise concerns and make recommendations to address opportunities for quality improvement related to diversity. Discussions led by internal and external Subject Matter Experts support learning and organizational change.

Health literacy

We help our patients and community access and understand the health information they need to develop self-management skills especially with chronic illnesses and to support their health, and decision-making. Through the Troost Family Resource Centre (located at Peel Memorial Centre for Integrated Health and Wellness), we also offer multimedia health education materials in many languages as well as Community Health Education Series. Regularly offered in-person or virtual public and education sessions centred around relevant local community needs.

Diversity tools and resources for patients and families

Interpretation and translation services

At registration, we will ask you which language you prefer, so that we can best serve you. Interpretation services are available 24 hours a day, seven days a week. Please inform our staff if you or your loved one:

• prefers a language other than English
• has a vision or hearing difficulty, or
• uses a Sign Language Interpreter.

We use professional translation services to offer patient-facing materials in our local community languages.

French language services

Under Ontario's French Language Services Act (1986), you have the right to communicate and receive services in French. We are pleased to offer many services in French. Please contact us at healthequity@williamoslerhs.ca should you require any French language supports.

Religious and spiritual care

Our Spiritual Health Therapy team helps patients, families and Osler staff with their spiritual and emotional needs through confidential one-on-one counselling and wellness supports.

A 24-hour multi-faith worship room is also open to patients and families at each of our sites:

Brampton Civic Hospital
Second level, next to the Leaf elevators

Etobicoke General Hospital
Main level, near the east elevator behind the large waiting room

Peel Memorial Centre for Integrated Health and Wellness
Second level, next to the elevators

Patient food services

Please inform us if you have special dietary needs due to culture, religion or allergy. Our Food Services team will work to provide appropriate options for your needs (e.g. vegan, vegetarian, halal and kosher diets). Varied menu options include popular Thai, South Asian, Italian, North American and Chinese selections. Annually recognized holidays are observed through our meal trays.