Customer Service Standards
To always move forward in thinking, innovation and risk management using logical, safe and efficient procedures and maintaining ethical solutions for the people we serve and the health of the patients who are within our care. To become leaders and innovators in Long-Term Care and specialty pharmacy services. To be valued as an outstanding employer with employees who believe in the company vision along with the products and services they are integral part of.
To exceed the standards of pharmaceutical care and rise above all others while providing excellence in the quality of our service.
SmartMeds Pharmacy strives to provide our products and services in a manner that is accessible to all of our customers, and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our products and services and to providing the benefit of the same services, in the same place and in a similar way to all customers.
Providing Goods and Services to People with Disabilities
SmartMeds Pharmacy is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email, in person, or with the assistance of a support person, if telephone communication is not suitable to their communication needs or is not available.
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
We will allow all customers to use their assistive devices while receiving service from SmartMeds Pharmacy and also ensure that staff members know how to use the following assistive devices available on our premises for customers: wheelchair.
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy or email.
We will answer any questions customers may have about the content of the invoice in person, by telephone or email.
Use of Service Animals and Support Persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter SmartMeds Pharmacy’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
Nominal fees will be charged for support persons to cover meal costs, if applicable, for admission to SmartMeds Pharmacy’s related events. Customers will be informed of this by a notice that will be included in any event material distributed.
If a support person is determined to be required for health and safety reasons, admission fees will be waived for the support person.
Notice of Temporary Disruption
SmartMeds Pharmacy will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances and service counters on our premises.
Training for Staff
SmartMeds Pharmacy will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
Training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the 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 a support person
- How to use the any assisted devices available at the Pharmacy.
- What to do if a person with a disability is having difficulty in accessing SmartMeds Pharmacy’s goods and services
- SmartMeds Pharmacy’s policies, practices and procedures relating to the customer service standard.
All staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
The ultimate goal of SmartMeds Pharmacy is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well these expectations are being met are welcome and appreciated.
Feedback regarding the way SmartMeds Pharmacy provides goods and services to people with disabilities can be made by completing the Customer Service Feedback form, upon request, which can be provided by email, a hard copy or verbally. All feedback will be directed to the Accessibility Coordinator. Customers can expect to hear back within 7 days of receipt.
Complaints will be addressed according to complaint categories already established in our company’s complaint management procedure.
Modifications to This or Other Policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of SmartMeds Pharmacy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Questions About This Policy
This policy exists to achieve service excellence to customers with disabilities. Copies of SmartMeds Customer Service Standards Policies, and Procedures and Practices are available upon request, in writing, by email, or verbally. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, the Accessibility Coordinator of SmartMeds Pharmacy, who can be reached in person, by telephone at 905.336.8672x208, or by email at firstname.lastname@example.org.