Accessibility Plan 

Queensway Carleton Hospital is committed to treating all people with respect and fostering a healthy and positive environment that respects the needs of each member of the community. 

Click here to view the QCH Accessibility Plan for 2023 - 2028

Accessibility Standards Policy

The QCH Accessibility Standards Policy is intended to provide the overarching framework to guide the review and development of other QCH policies, standards, procedures, and guidelines to comply with the standards developed under the AODA. This policy applies to all QCH employees, patients, students, visitors, and volunteers and to any individual who provides goods, services or facilities to the public or other third parties on behalf of QCH in accordance with the legislation. 

Accessibility feedback process

Accessibility feedback from our customers provides the Hospital with opportunities to learn and improve. The Hospital recognizes the right of our customers to make a complaint, compliment, or make suggestions on ways to improve our services.

The Hospital ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports on request. Customers are invited to provide their feedback in writing, in person, by e-mail, or by telephone address to:

Patient Relations Department – Queensway Carleton Hospital

3045 Baseline Road

Ottawa, ON

K2H 8P4

Phone:613-721-0000

Email: patientrelations@qch.on.ca

Customers can expect to hear back from the Patient Relations Department within 48 hours of receipt, either in writing, in person, by e-mail or by telephone, acknowledging receipt of feedback. They will set out the action to be taken in response to any complaints.

Interpretation Services:

If you are more comfortable speaking a language other than English, an interpreter can be arranged for you. QCH subscribes to Languages Service Associates, an organization that provides real-time translation in almost 300 different languages via telephone. The patient and the care provider each have a handset and speak to the translator. Translators are medically accredited and bonded.

Sign language interpretation:

If you would like sign language interpretation, QCH has a Video Remote Interpretation (VRI) service for patients. Let your caregiver know prior to your appointment, if possible.

TTY phone service for the deaf, deafened and hard of hearing:

A TTY telephone unit for the hearing impaired is available for patients and staff.  You can request the unit from your healthcare provider, who will check it out from our Call Centre.

Service animals and pet visitation:

Your service animal is welcome to come with you to your appointments.  If you are admitted to the hospital, please inform the surgical pre-admission Nurse and the nursing unit staff in advance to ensure that your service animal can be looked after.

Pet visitation - pets provide staff, patients and visitors with an opportunity to include animals in a patient’s care while maintaining the safety of others. The hospital recognizes that pet therapy can be instrumental in the recovery of illness and will try to accommodate the requests for pet visitation and maintain quality care for all.

The hospital currently has a pet visitation program in the Geriatrics, Alternative Level of Care and Rehabilitation, and Mental Health Units.