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CSO Accessible Customer Service Post Test
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Accessible Customer Service Post Test
Please complete the following.
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Full Name:
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Name of School:
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Program of Study:
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The term “disability” only applies to a person in a wheelchair.:
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The term “disability” only applies to a person in a wheelchair.
True
False
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Which of the following are examples of effective customer service for a person who is Deaf or Hard of Hearing? (Select ALL that apply):
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Which of the following are examples of effective customer service for a person who is Deaf or Hard of Hearing? (Select ALL that apply)
Speak directly to the person in a clear, steady voice
Reduce visual distractions, if possible, when communicating with a Deaf patient
Minimize background noise, if possible, when communicating with a patient that is Hard of Hearing
Utilize alternative forms of communication, such as pen and paper, if necessary
Ask the person to identify their preferred method of communication (e.g. Interpreter) and make the necessary arrangements to ensure open communication can occur
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Which of the following is NOT an example of effective customer service for a person with a visual disability? (Select ALL that apply):
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Which of the following is NOT an example of effective customer service for a person with a visual disability? (Select ALL that apply)
It is okay to start talking if the person has their back to you
Non-verbal forms of communication e.g. head nods are appropriate ways of addressing patient questions
Alternatives, such as reading instructions aloud or enlarging the font size of a form, are helpful ways of meeting the needs of an individual with a visual disability
Let the person know if they are approaching stairs or other obstacles within their environment
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Service animals may accompany the person with a disability to any public area within the hospital, except where excluded by law.:
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Service animals may accompany the person with a disability to any public area within the hospital, except where excluded by law.
True
False
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Which of the following is/are NOT options when providing customer service to a person whose service animal is excluded from the area?:
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Which of the following is/are NOT options when providing customer service to a person whose service animal is excluded from the area?
Services can be brought to a part of the hospital where the animal is not restricted
A safe location for the animal to wait can be provided
Service cannot be provided and the person will be told to come to the hospital another time
Assistance can be offered to the person with the disability while they are separated from the service animal e.g. guiding him/her to the location
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Which of the following are examples of how WRH staff provide Outstanding Care No Exceptions to persons with disabilities who are having difficulty accessing services? (Select ALL that apply):
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Which of the following are examples of how WRH staff provide Outstanding Care No Exceptions to persons with disabilities who are having difficulty accessing services? (Select ALL that apply)
Be flexible and open to listening to what works best for the person
Never giving up – always asking “How Can I Help”
Avoiding assumptions about what someone can or cannot do
Providing advance notice when services are not available
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Any WRH staff can request a Sign Language Interpreter in advance and/or in an emergency situation, by calling Interpreter Services through the Canadian Hearing Society. WRH has a legal obligation to obtain a Sign Language Interpreter any time this is requested.:
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Any WRH staff can request a Sign Language Interpreter in advance and/or in an emergency situation, by calling Interpreter Services through the Canadian Hearing Society. WRH has a legal obligation to obtain a Sign Language Interpreter any time this is requested.
True
False
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