Vision Nursing and Rest Home 



Accessible Customer Service Plan 

Our Commitment

At Vision Nursing Home, we are committed to doing things the right way – and that includes providing excellent customer service to everyone, including people with disabilities.

This commitment means that we do our best to provide our services to people with disabilities in a manner that respects their dignity and independence.

Policies, Practices and Procedures

As part of this commitment, we have established various policies, practices and procedures for how our home’s services are provided to people with disabilities.  These include the following areas:

1. Assistive Devices

We are committed at Vision Nursing and Rest Home to serving people with disabilities who use, or who may benefit from the use of, assistive devices – whether to access our services, or because of their disability.  Our Team Members have been trained and are familiar with various types of assistive devices that may be used by customers with disabilities while accessing our goods and services.

2. Communication

We recognize that people with disabilities may communicate differently because of their disability.  We are committed at Vision Nursing and Rest Home to communicating with customers with disabilities in ways that take the nature of their disability into account.

3. Service Animals

We welcome people with disabilities who use service animals.  Service animals are allowed on any part of Vision Nursing and Rest Home premises that are open to the public or other third parties (except where otherwise prohibited by law).

Most of the time, our Team Members will be able to easily identify whether an animal is being used as a service animal or not.  In the rare situation when it is not readily apparent, our Team Members may ask for a letter from a physician or nurse confirming that the service animal is required for reasons relating to disability.

4. Support Persons

We also welcome people with disabilities who are accompanied by support persons.  Vision Nursing Home recognizes that some people with disabilities may have support people – e.g. paid professionals, volunteers, family members or friends – to help them with communication, mobility, personal care or medical needs, or with accessing our goods and services.

Temporary Disruptions

We recognize that people with disabilities often rely on certain facilities or services being available at Vision while on the premises (i.e. accessible washroom; elevators; ramps; disabled parking etc.).

As part of our commitment to providing accessible customer service, we promptly notify customers whenever there is a temporary disruption – whether it is planned or unplanned – in such facilities or services.  This notice includes the reason for the disruption, its anticipated duration, and any alternative facilities or services available.


Staff Training

We are committed to providing training to employees, volunteers and others who deal with the public or other third parties on behalf of Vision Nursing or Rest Home.  This training includes:

•An overview of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of its Customer Service Standard;

• How to interact and communicate with people with various types of disabilities;

• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person;

• How to use any equipment or devices available at Vision or otherwise that may help provide our goods and services to people with disabilities; and

• What to do if a person with a disability is having difficulty accessing our goods and services.

We strive to have this accessible customer service training provided to employees and volunteers during their orientation to the home.  After that, we provide updated training on an ongoing basis whenever changes are made to how our services are provided to people with disabilities.

Feedback Process

Feedback may be provided in person, by telephone, in writing, or by delivering an email or otherwise. 

Feedback may be provided:

By Mail to: 

Vision Nursing and Rest Home


             229 Wellington St.

             Sarnia, Ontario

            N7T 1G9

By Telephone:  (519) 336.3661

By Fax: (519) 336-5878

By Email:

In Person: 229 Wellington St. Sarnia, ON


Availability of Accessible Customer Service Documents

Our Accessible Customer Service Documents are available to the public upon request.

Further information about Vision Nursing Home and Rest Home Accessible Customer Service Documents can be obtained directly at the site level or by contacting our Administrator (Accessibility Officer).


To Review Vision's Policy please click here 


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