Providing Accessible Services to People with Disabilities

Roger Neilson House is committed to excellence in serving everyone, including people with disabilities, according to the principles of independence, dignity, integration and equal opportunity.


We are committed to learn about the various means of assistance the children and families who use our service need.


We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public. Sensitivity of patients and families staying at the hospice who are allergic to animals will be respected.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons except for minimal meal charges consistent with those charged to all families.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities that impact access to persons with disabilities Roger Neilson House will notify families impacted promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time and a description of alternative facilities or services, if available.

The notice will be placed at the main door, on our website and families with planned admissions will be notified.


Roger Neilson House will provide training to employees and volunteers. All employees and volunteers will be trained with respect to accessibility. This training will be provided to staff during their orientation.

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Roger Neilson House’s plan related to the customer service standard.
  • How to use the portable and ceiling patient lifts
  • What to do if a person with a disability is having difficulty in accessing Roger Neilson House services.

Staff will also be trained when changes are made to our adaptable equipment and resources as well as our accessible customer service plan.

Feedback process

Anyone who wishes to provide feedback on the way Roger Neilson House provides services to people with disabilities can submit their comments to our staff, volunteers, suggestion box, via email, phone or directly to the Executive Director.

All feedback, including complaints, will be responded to promptly. The Executive Director or a delegate will respond directly to the individual who provided the feedback within one week.

Notice of availability

Roger Neilson House will notify the public on our website that our policies are available upon request.

Modifications to this or other policies

Any policy of Roger Neilson House that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.