Complying with Accessibility for Ontarians with Disabilities Act, 2005 (AODA)

Saint Luke’s Place is committed to providing accessible goods and services to persons with disabilities in a manner that promotes dignity, independence, inclusion, and equal opportunity. We are committed to meeting the standards set out in the Accessibility for Ontarians with Disabilities Act, 2005. The customer Service Standard is the first standard set out in the AODA aimed at eliminating barriers to access of our goods and services.

Saint Luke’s Place has done teh following to comply with the Customer Service Standard:

  • Developed and Accessibility Policy and Accessibility Customer Service Policy
  • Trained staff (full and part-time) and volunteers
  • Provide training to individuals and contractors who interact with our clients
  • Reviewed and revised existing policies, procedures and practices
  • Provided way in which the public can provide feedback.

Mandatory training is required for all staff, volunteers, contractors, and third parties who interact with the public. The training includes information on the purpose of the act, how to interact with people with various disabilities, how to interact with people who use service animals and support persons, how to use and maintain assistive devices, what to do if a person is having difficulty accessing goods and services at our facility, and related policies, practices and procedures.

All documents required under the Customer Service Standard are available upon written request at teh Business Office during regular business hours. In keeping with our commitment to provide access to persons with disabilities, alternate format shall be provided in a manner in which is agreed upoin by the requestor and Saint Luke’s Place taking into account the person’s disability.

In the event of service disruptions, bouth planned and unplanned, notices will be posted in appropriate places within the facility including the E-Wing and Administrative entrances. For planned disruptions in services, notices will be posted in advance of the service disruption.

Individuals wishing to provide feedback, offer compliments or issue a complaint may do so by contacting the Administrator or immediate Department Director.

Multi-Year Accessibility Plan

In 2005, the Ontario Government passed the Accessibility for Ontarians with Disabilities Act with the objective in making Ontario accessible by 2025.

Accessibility Standards have been created which will require organizations to be barrier free and inclusive.

These standards include:

  • Customer Service – this standard has already come into force
  • Integrated Accessibility Standards Regulation (IASR) which comprises of:
  • Information and Communication
  • Employment
  • Transportation- will be phased in over time
  • The built environment – this standard is in development at the time of writing of this document.

This Multi-Year Accessibility plan provides an overview on Saint Luke’s Place’s initiative to become a barrier free organization.


In support of Saint Luke’s Place mission to be a centre of excellence, Saint Luke’s Place is committed to providing our employees, residents, and clients with barrier-free access to our goods and services, communication and information, and employment opportunities in compliance with the Accessibility for Ontarians with Disability Act (AODA)

Our commitment includes:

  • Transforming our culture to include accessibility into our everyday practice
  • Commitment to the principles of independence, dignity, integration, and equality of opportunity to meet the needs of people with disabilities
  • Establishing, maintaining, and implementing policies, associated practices, and procedures to meet the accessibility needs of people in a timely manner
  • Excellence in serving all our clients including people with disabilities in a manner that considers the person’s disability.
  • Promoting values that support relationships between people with disabilities and the organization.
  • Training all employees and volunteers who provide goods and services to our clients, and persons participating in the development and approval of Saint Luke’s Place policies, practices, and procedures on the requirements under the Integrated Regulation and the Ontario Human Rights Code as it pertains to persons with disabilities
  • Providing people with disabilities the same opportunity of access to employment opportunities and related services as do all prospective employees.


In many ways, Saint Luke’s Place has already recognized that a barrier free organization is a stronger organization through our various achievements.


All Saint Luke’s Place have accessible entrances that are available and clearly marked. Entrances can be accessed independently and provide direct access to the main floor, lobby or elevator without having to access stairs or a ramp.

Weather protection is provided at the Administration Entrance and routes of travel are wide enough to accommodate mobility devices and lift equipped vans.

Curb cuts at drives, parking, and drop-off locations, with adequate number of accessible parking spaces clearly marked with the International Symbol of Accessibility.

Landscaping is maintained and well-trimmed to ensure routes of travel are clear and well lit.


Saint Luke’s Place had made a conscious effort in its architectural design to meet and exceed building standards when it comes to ensuring the safety and meeting accessibility for our staff, clients, residents, and visitors.

Our doors are operational with a closed fist and the closers are timed to allow sufficient time for movement between areas. Clear, visible signage and lighting are provided, and our emergency systems are checked and maintained on a regular basis. Service desks and service facilities are suitable for both standing and seating users.

All our public elevators have door jams at each door identifying the floor in raised Braille letters and open public spaces are flexible in design to allow for wheelchair.


Saint Luke’s Place is committed to ensuring that people with disabilities have the same opportunity of access to employment opportunities and related services.

Employment policies and practices are established, implemented, and reviewed regularly to ensure all individuals are treated based on merit without discrimination. Reasonable accommodations will be made for individuals with disabilities when requested, in a reasonable and timely manner, considering the individual’s needs. Accommodations are regularly reviewed and adjusted, as necessary.


Saint Luke’s Place mission is to support appropriate services to enable seniors of different backgrounds and needs to live their lives to the fullest – in the healthiest, most independent, and dignified ways. This is aligned with the AODA objective.

We achieve this by continuous training and reinforcement of practices which abide by the

Human Rights Code to all our staff, volunteers, and service providers.

Information and Communication

Saint Luke’s Place incorporates various communication tools in our daily practice of care to our residents and clients. This includes:

  • Written handbooks or brochures for our residents and clients and staff being available to respond to inquiries
  1. Appropriate activities specific to our residents’ and clients’ cognitive and physical ability
  1. Acceptance of various channels of feedback including group (via Residents’ Council and Family Council) and/or one-to-one meetings, written feedback, and comment cards
  1. Appropriate use of visuals
  • Regular face to face meetings with our residents, clients, and staff. Minutes are available to the relevant parties for review and comment.


Saint Luke’s Place has established an Accessibility Committee which will provide Leadership to the organization in its ongoing commitment to be barrier free.

Staff and volunteers are trained on how to provide service to our residents and clients with disabilities. Supervisors receive additional training on the Human Rights Code

Policies and guidelines specifically related to accessibility have been established and we are continuing to review our other policies and practices to incorporate accessibility.

A review has been conducted to identify areas that Saint Luke’s Place can focus on in the long run and an annual Accessibility Plan has been created to identify areas for action and expected timeline for completion (reference: Accessibility Plan).  The Board of Directors is kept apprised of the status of the annual Accessibility Plan.


The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is to improve opportunities for people with disabilities and to provide for their involvement in the identification, removal, and prevention of barriers to facilitate their full participation. Saint Luke’s Place strives to achieve this goal.

Please let us know how we can service you better. We welcome your feedback whether in person, by telephone, in writing, by email, or otherwise.  Contact information:

Mailing address:              

Saint Luke’s Place
1624 Franklin Blvd.
Cambridge, ON N3C 3P4

(519) 658-5183

(519) 658-2991



If you require assistance while on site, please speak to the receptionist or your direct service provider.

Documents concerning Accessibility at Saint Luke’s Place are available upon request.

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