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Accessibility for Ontarians with Disabilities Act - AODA

The Hospital is focused on delivering the best possible health outcomes and an exceptional patient experience through high quality, accessible and efficient care. In order to achieve this vision, we must eliminate barriers that limit equitable and accessible care for our patients and their families, in compliance with all relevant laws and regulations, including the Accessibility of Ontario Disability Act (AODA) and the Ontario Human Rights Code.

The Hospital is guided by its commitment to fostering a safe, healthy, positive and inclusive environment that respects the personal worth, dignity and diversity of each Individual. As such, our goal is to eliminate barriers to the goods, services and employment opportunities provided by Trillium Health Partners.

Community Participation

Interested members of the community are invited to participate in our annual Accessibility Focus Group which will be scheduled in the late Spring/early Summer 2014. In particular, we welcome the participation of community members with disabilities. If you are interested in participating, please send us an email at and we will send you information.


For additional information, please contact:

Accessibility Planning Committee
Trillium Health Partners
Credit Valley Hospital
2200 Eglinton Avenue West, Room 4F 346
Mississauga, ON L5M 2N1
Fax: 905-813-1573


At Trillium Health Partners, we are committed to ensuring our programs and services are completely accessible to all members of the community. If you are coming to the Hospital and have special needs, please see Community Accessibility Information section of this page.
If you are an employee at Trillium Health Partners and require assistance in the event of an emergency, please contact the Employee Health, Safety and Wellness at 905-848-7283 for MH / QHC or 905-813-3975 for CVH, to discuss an individualized emergency response plan for yourself.

Trillium Health Partners Accessibility Plan

On May 2012, the former Trillium Health Centre and Credit Valley Hospital accessibility committees, came together to form one committee focused on identifying and eliminating barriers to people with disabilities across all sites. The newly formed Trillium Health Partners Accessibility Planning Committee developed an accessibility plan which outlines our strategic direction with regards to accessibility and encompasses the Integrated Standards of the Accessibility for Ontarians with Disabilities Act.

We are committed to:

  • The continual improvement of access to facilities, policies, programs, practices and services for patients and their families, staff, physicians, volunteers and members of the community.
  • The participation of people with disabilities in the development and review of its annual accessibility plans.
  • Ensuring hospital by-laws and policies are consistent with the principles of accessibility.

Community Accessibility Information

Patients or visitors requiring accommodation should advise staff at the point of registration or upon the appointment booking. Staff will accommodate the patient/visitors needs in accordance with our policies.

Accessible Information

The Hospital will use a variety of formats as required to support information, dissemination and dialogue with persons with disabilities. Accessible formats and communication supports will be determined in consultation with the individual.

If you are a member of the public, and require access to our Public Safety Information, in an accessible format, please contact Communications, Patient and Community Relations at 905-848-7580 or at both sites.

If you are a member of the public and would like access to any of the Hospital's documents in an accessible format, please contact Communications, Patient and Community Relations at 905-848-7580 or email at both sites.

For the Hearing Impaired

Telecommunications devices for people who are hearing-impaired (such as Pocket Talkers and other assistive devices) are available to patients.If you require an assistive device, please inform the clinic/unit staff in advance of your visit to Trillium Health Partners, and they will make the necessary arrangements. Accessible telephones are available throughout the Hospital.

Sign Language Interpreter

If you require a Sign Language Interpreter, please inform the clinic/unit staff in advance of your visit to Trillium Health Partners and they will make the necessary arrangements. There will be no charge to you for this service.

Language Interpreters

If you would like to arrange to have an interpreter who speaks your language, please inform the clinic/unit staff in advance of your visit to Trillium Health Partners and they will make the necessary arrangements.

Service Animals

Your service animal is welcome to accompany you to your appointments. If you will be admitted to Hospital, please inform the surgical pre-admission/ nursing unit in advance of your admission to ensure that your service animal can be accommodated, and that the appropriate arrangements are made. Please note that there may be situations where alternate plans need to be made, but every effort will be made to accommodate the use of your service animal.

Patient Escorts

If you need assistance in getting to your destination while visiting Trillium Health Partners, please visit our patient Information Desk and ask for a volunteer to assist you.


For the convenience of patients, staff and visitors, Trillium Health Partners offers a shuttle bus service between the Mississauga Hospital and Queensway Health Centre, as well as from Mississauga Hospital to Credit Valley Hospital. The shuttle is fully accessible and our drivers are well trained in operating the hydraulic ramp and work with passengers with assistive devices. For more information see Shuttle Bus Services page.

Service disruption

In the event of temporary disruptions at our facilities and services, the Hospital will make reasonable effort to provide advance notice of the disruption to the public, including information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if any, that may be available.  The notice will be made available by posting the information on the premises and/or posted on the Hospital's website or by such other method as is reasonable under the circumstances.  In the event of an unexpected disruption, advance notice will not be possible.  In such cases, the Hospital will provide notice as soon as possible.

Self-Service Kiosks

All self-service kiosks at Trillium Health Partners have fully accessible features - pamphlet (pdf)

Procuring or Acquiring Accessible Goods and Services

To ensure that we receive accessible hospital goods and services from third-party contractors, accessibility criteria has been incorporated into the general terms and conditions of all Request for Proposals (RFPs) done on behalf of the Hospital. An information letter for vendors about their responsibilities to people with disabilities is also available.

Accessibility Training

All staff, physicians, volunteers, contractors, third-party vendors, and every person who participates in developing policies and procedures, are required to receive training on the AODA and the Ontario Human Rights Code as it relates to people with disabilities.

We Welcome Your Feedback

Trillium Health Partners is committed to providing an exceptional experience for our patients and their families. We welcome your compliments, concerns or suggestions for improvement and encourage you to be involved in your care.
You can address your comments or concern to Patient Relations by e-mail or calling directly.

For Mississauga Hospital and Queensway Health Centre contact:
Phone: 905.848.7164
Fax: 905.804.7921

For Credit Valley Hospital contact:
Phone: 905.813.4109
Fax: 905.813.4253

Wheelchair information and Maps for Trillium Health Partners

Mississauga Hospital - maps (pdf)
You can find wheelchairs by the Information Desk at both the Main and Family Care entrances.

A Bariatic wheelchair is available for patients when visiting the hospital. Contact your health care provider to make the necessary arrangements.

Wheelchair accessible washrooms for visitors are located on the following areas:

  1. Main Floor by elevator B
  2. Family Care Centre
  3. Emergency
  4. Auditorium

Wheelchair accessible washrooms for patients are located throughout the hospital.
The Cafeteria, main entrance Lobby and Auditorium are all wheelchair accessible.

Queensway Health Centre - maps (pdf)
You can find wheelchairs by the Information Desk inside South Entrance
Wheelchair accessible washrooms for visitors are located on the following areas:

  1. Main floor (entrance to Rehabilitation/Diagnostic Imaging, in the EEG corridor)
  2. Auditorium

The Cafeteria, main entrance Lobby and Auditorium are all wheelchair accessible

Credit Valley Hospital - maps (pdf)
You can find wheelchairs on the following locations:

  1. Outside Emergency 2G
  2. Inside 1F Entrance
  3. Outside of Mother and Baby(2H Entrance)

Wheelchair-accessible washrooms for visitors are located on the following areas:

  1. 2H, A wing,
  2. H Wing,
  3. 2F Atrium, outside of the Auditorium,
  4. Throughout F Block,
  5. 2G - off the in-patient lobby

Wheelchair accessible washrooms for patients are located throughout the hospital
The Cafeteria, Main entrance Lobby and Auditorium are all wheelchair accessible.


Pick-up and Drop-Off locations at Trillium Health Partners

Mississauga Hospital- 100 Queensway West
Before 4:30 p.m. - Patient discharge entrance (lower hospital entrance)
After 4:30 p.m. – Main hospital entrance

Queensway Health Centre– 150 SherwayDrive
Urgent Care Entrance

Credit Valley Hospital– 2200 Eglinton Avenue West
Monday to Friday (7:00 a.m. to 7 p.m.) – Rehab Services entrance (lower entrance)
After 7:00 p.m. – Main hospital entrance
Saturday/Sunday/holidays – Main hospital entrance


 TransHelp Pick-up and Drop-Off locations



For more information click here

Accessibility Information for Employees

Accommodation, Communication and Accessible Formats

Trillium Health Partners is committed to notify the public of the availability of accessibility accommodations on all of its job postings, throughout the selection process, and when making an offer of employment.

Communication is sent to inform all employees when a new policy or procedure is created or existing policies and procedures have been amended, which relate to employees with disabilities.

On request, Accessible Formats and Communication Supports are provided to employees for information that relates to their duties or that it is generally provided to all employees

Workplace Accommodation

Employees with a disability will require a Workplace Accommodation plan which outlines their specific workplace accommodations required to do their job efficiently, independently and safely. The employee with the disability is required to work collaboratively with Employee Health Safety and Wellness and their Supervisor in order to prepare a Workplace Accommodation plan. In addition an Employee Workplace Emergency Response Plan will be prepared and reviewed, as part of the accommodation plan.

Return to Work

Trillium Health Partners has an Early and Safe Return to Work program to ensure employees have a safe transition back to work after an illness or accident. If required, an Workplace Accommodation plan will be developed for the employee. See Information for Sick or Injured Workers page.

Performance Management, Career Development and Advancement

When developing and implementing tools related to evaluating and managing an employee's performance, Trillium Health Partners takes into consideration the accessibility needs of our employees with disabilities and their individualized accommodation plans. The same principle applies when providing career development and advancement opportunities to employees with disabilities.


When an employee with a disability is redeployed to a different position, department, or facility, any accessibility needs, along with their individualized accommodation plan, are taken into consideration.

Community Accessibility Policies and Resources

Trillium Health Partners Accessibility Policy (PDF)
This comprehensive policy has been prepared to ensure that all members of the hospital community are aware of their rights and responsibilities to benefit all patients, visitors, employees, physicians and volunteers by achieving accessibility for people with disabilities.

Trillium Health Partners Multi-Year Accessibility Plan 2012-2017 (PDF)

Terms of Reference for THP Accessibility Planning Committee (PDF)

Emergency Management and Public Safety at THP (PDF)

Providing Equitable Care to People with Disabilities page
A guide to disability and interacting with people with disabilities

Overview of Accessibility Standards page
An overview of the Accessibility of Ontario Disability Act (AODA), The Integrated Accessibility Standard Regulation (IASR) and Human Rights Code for volunteers and Third Party Vendors

Vendor letter (PDF)
Information for vendors who provide service and their responsibilities to people with disabilities

Accessibility Report 2013 (PDF)

Other Resources

Ministry of Community and Social