Accessible Health Care Briefs: HEALTH CARE (Clinic/Outpatient) FACILITIES ACCESS

4. c. CUSTOMER SERVICE and COMMUNICATION and ACCESS

• Reaching Out to Customers with Disabilities An online ADA course for businesses www.ada.gov/reachingout/intro1.htm
  A 10-lesson course divided it into individual lesson modules. Modules allow you and your staff to learn at their own pace. Topics include:

  • Policies & Procedures

  • Customer Communications

  • Accessible Design

  • Removing Barriers

  • Alternative Access

  • Maintaining Accessibility

  • Transporting Customer

  • Cost Issues

  • ADA Enforcement

  • Information Sources

• Kailes, J., Language is More Than a Trivial Concern! November 1990, Revised 1999.
  Sensitizes people to appropriate terminology to use when speaking with, writing about or referring to people with disabilities. Challenges readers to be aware of the importance of using disability-neutral
  terms. Details preferred language and gives reasons for the disability community's preferences. Serves as an excellent reference tool for the public, media, marketers, providers and for board members, staff and volunteers of disability-related organizations. Includes a language quiz and many examples.
  www.jik.com

• Kailes, J., Preferred Practices to Keep in Mind as You Encounter People Who Have Disabilities, Revised October 2000.
  Describes practical approaches to use when serving or waiting on customers with physical, visual, hearing, cognitive, intellectual, and psychiatric disabilities, as well as people with significant allergies, asthma, multiple chemical sensitivities, and respiratory-related disabilities. Excellent training tool for people working with the public, includes a quiz as well as language and communication tips.
  www.jik.com/gpam.html
  Email: jik@pacbell.net

• Removing Barriers: Tips and Strategies to Promote Accessible Communication.
  North Carolina Office on Disability and Health with Woodward Communications, 1999. Revised 2002. http://fpg.unc.edu/node/6265
  PDF (1.24KB) 46 pages. http://fpg.unc.edu/sites/fpg.unc.edu/files/resources/other-resources/NCODH_PromoteAccessibleCommunication.pdf
  Contains information on TTYs, etiquette for interacting with people with disabilities, web page design, audiovisual presentations, and print materials. Each topic is touched upon in enough depth to get you started on making communications more accessible.