Providing Services to Patients with Disabilities

NewLife Fertility Centre is committed to excellence in serving all patients including people with disabilities.

Assistive Devices

We will ensure that our staff are trained and familiar with various assistive devices we have on site, that may be used by patients with disabilities while accessing our services or undergoing procedures.


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.

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

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for patients with disabilities, NewLife Fertility Centre will notify patients 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 front entrance door to the clinic, at the main reception desk and on the organizations website.


NewLife Fertility Centre will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our services.

Individuals in the following positions will be trained:

Receptionists, phlebotomists, laboratory technicians, embryologists, nurses and administration.

This training will be provided to staff at the time of onboarding and on an annual basis.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • NewLife Fertility Centre’s plan related to the customer service standard.
  • How to interact and communicate with patients with various types of disabilities
  • How to interact with patients with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • How to use the stair climber wheelchair
  • What to do if a person with a disability is having difficulty in accessing NewLife Fertility Centre’s services

Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way NewLife Fertility Centre provides services to people with disabilities can provide feedback through email, or via suggestion boxes placed throughout the clinics.

All feedback, including complaints, will be directed to the clinics management.

Patients can expect to hear back within 5 (five) business days.

Notice of availability

Newlife Fertility Centre will notify the public that our policies are available upon request, through consultation with departmental managers. Copies of clinical policies will not be provided.

Modifications to this or other policies

Any policy of Newlife Fertility Centre that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.