Why We Engaged
The departments of Human Resources (People, Retention and Culture) and Public Health (Wellbeing) were tasked with developing an Accessibility Plan for Newfoundland and Labrador (NL) Health Services by December 31, 2024. Public engagement is required for both the plan's development and implementation over the next two years to ensure diverse perspectives and lived experiences are accounted for in the plan.
Decision Statement
By December 2024, NL Health Services will approve an Accessibility Plan that outlines the steps the organization will take to improve accessibility, as outlined in the province’s Accessibility Act. Once approved, the organization will implement strategies identified as priority areas in the Accessibility Plan on or before December 2026, working collaboratively with key contributors.
Project Goals
- To inform the broad community about the development and approval of an Accessibility Plan for NL Health Services on or before December 31, 2024, and to provide information on how to engage in the process.
- To collect feedback from accessibility advocates on or before December 1, 2024, on our analysis of key priority areas for the Accessibility Plan.
- To gather information on accessibility barriers facing patients, clients, and families when using NL Health Services to inform the development of the Accessibility Plan and as part of the implementation of Step Two of the plan.
Who We Engaged
- Clients, patients and families, especially those experiencing accessibility barriers
- Representatives of the province's Disability Network
- Members of the organization's Accessibility Plan Working Group (including staff and patient and family experience advisors)
How We Engaged
Engagement for Stage One was set at the "Consult" level on the organization's public engagement spectrum: "We promise to listen and learn from your diverse perspectives and lived experiences and reflect your concerns and hopes in the development of organizational priorities for the Accessibility Plan."
Engagement Activities
- Virtual Sessions: Accessibility Plan Working Group, Oct. 29, Nov. 12 and Nov. 26.
- 3 information sessions: Disability Network representatives, Nov. 13 and Nov. 14.
- Virtual presentation: Disability Network on November 19.
- Online engagement: “What are the accessibility barriers you face?” and “Do you agree with the proposed pillars for the plan?”, November 20 to 30, promoted internally via memo and externally via social media and networking.
What We Heard: Key Themes
- Engaged publics are pleased to see that the organization is addressing this issue urgently and are pleased to be engaged in the process.
- Developing an "accessibility-first" culture in the organization will be integral to the plan's success.
- Overall, individuals and groups who engaged during stage one agreed that the six proposed pillars for the Accessibility Plan are the right priorities for the organization. Actions within the plan's pillars should be implemented after further engagement with those experiencing accessibility barriers.
What We Heard: Accessibility Barriers
On the organization’s online engagement platform, we are collecting responses to the question: “What are the barriers to accessibility you have experienced or witnessed in NL Health Services?” As of December 13, 2024, 11 responses were received. Most responses (50%) relate to infrastructure and the built environment, including such topics as inaccessible doors, lack of seating in areas where individuals must line up to wait, noisy places, design considerations (such as painting areas differently to make wayfinding easier), transportation-related concerns, and lack of designated, covered drop-off and pick-up zones.
Another top barrier relates to communication and access to information (22%). Access to services (14%), geographical barriers, and a need for wayfinding supports and staff training (7%) were also identified barriers. Respondents related stories describing the impacts of insensitive treatment, for example.
Actions to Consider Under the Six Pillars
Training and Education:
- Sensitivity training/empathy desired
- Education should be inclusive of visible and invisible disabilities.
- Unions should be included as partners in the process.
- Individuals working for contractors and vendors within NL Health Services facilities (such as security) should receive accessibility awareness training.
Communication and Access to Information
- Ensure all communications (including forms) use clear-print guidelines and are accessible in a variety of formats
- Ensure website and apps are compliant with accessibility standards.
- Clearly identify a phone number/ contact for individuals experiencing accessibility barriers who can assist with eliminating those barriers.
Policy and Procedures:
Ensure policies and procedures meet accessibility standards and consult with those with lived experience in developing policies
Access to Services and Accessibility Supports:
- Ensure the technology individuals use (such as booking sites) meets accessibility standards
- Avail of existing technology to reduce barriers (such as pocket talkers and language translators)
- Pilot accessibility improvements in key areas (such as clear masks in emergency settings)
- Strengthen collaboration with community partners and provide coordinated access to information on services available in the community.
Infrastructure and Built Environment:
- Conduct an accessibility review of all buildings.
- Barriers include inaccessible doors, lack of seating and handrails, lack of designated drop-off areas
- Feedback on location of services, design for accessibility, sound/noise
- Importance of ensuring equal access for all.
- Transportation was a key theme. Being able to get health care services is seen as a major barrier for persons with disabilities.
Employment:
- NL Health Services must evaluate all its existing Human Resources policies, practices and processes with an accessibility lens.
- Adopt employment equity standards; and review existing employee accommodations from an accessibility lens.
Next Steps
- Share the What We Heard summary report with the Disability Network and with the public via Engage.NLHealthServices.ca.
- Finalize the Accessibility Plan and submit it for approval.
- Share the approved Accessibility Plan with the Disability Network and the public.
- Further engagement opportunities will arise as priority actions are addressed in the implementation process.
Learn More
For further information on this project or the outcomes, contact Lee.Turner@NLHealthServices.ca or Bernadette.Doyle@NLHealthServices.ca .