Accommodation for Person(s) with Disabilities

Marchese Health Care 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:

  • Communication

Marchese Health Care staff and others providing services must communicate in a manner that takes into account a person’s disability. This includes all forms of communication such as face-to-face interactions, by telephone, in writing and electronically.  All staff are trained in the clues that a customer gives to indicate their communication preferences and respond accordingly.


  • Assistive Devices

A person with a disability may provide their own assistive device for the purpose of obtaining our services.  Exceptions may occur in situations where Marchese Health Care has determined that the assistive device may pose a risk to the health and safety of a person with a disability or the health and safety of others on the premises.  In these situations, Marchese Health Care may offer a person with a disability other reasonable measures to assist him or her in obtaining or using our goods and services.


It is the responsibility of the person with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.


  • Service Animals

We are committed to welcoming people with disabilities who are accompanied by a

service animal in the areas of our premises that are open to the public and other third

parties unless otherwise prohibited by law. We will also ensure that all staff dealing with

the public are properly trained in how to interact with people with disabilities who are

accompanied by a service animal..


To be considered a service animal under the Standard it must be obvious that the animal is required by the person for reasons related to a disability. If it is not obvious that the animal is a service animal the person must provide a letter from a physician or nurse stating that the animal is required for reasons related to a disability or a valid identification card from a recognized service animal training school.


  • Support Persons


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 Marchese Health Care’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 company premises.


  • Feedback


Marchese Health Care is committed to providing high quality services to all of our clients. Feedback from the public is welcomed as it may identify areas that require change and encourage continuous service improvements.


Client feedback about the delivery of our services to persons with disabilities may be given by telephone, in person, in writing or through e-mail.  Company contact information is posted on our website at


  • Training


Marchese Health Care will ensure that the following employees will receive training, as required by Accessibility Standards for Customer Service:

  • Every person who deals with the public on behalf of Marchese Health Care, including 3rd parties such as subcontracted client service personnel
  • Individuals involved in developing the Marchese Health Care Accessibility Standards for Customer Service policies, procedures and practices dealing with providing services to the public or other third parties.


6.1 Contents of Training


The content of the training will include:

  • A review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005
  • The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/07)
  • Instruction on Marchese Health Care’s policies, procedures and practices pertaining to the provision of services to people with disabilities
  • How to interact and communicate with people with various types of disabilities
  • What to do if a person with a particular type of disability is having difficulty accessing our goods and services
  • How to interact with people with disabilities who use assistive devices, or require the assistance of a support person or service animal
  • The assistive supports made available to clients with disabilities for the purpose of helping them obtain our goods and services


6.2 Training Records


The Human Resources Department will keep records of training, including the date on which training is provided, and the number of persons trained.


6.3 Timelines for Training


Training will be provided as soon as practicable upon an individual being assigned the applicable duties, as well as on an ongoing basis as changes occur to the company’s policies, procedures and practices governing the provision of goods or services to persons with disabilities.


  • Notice of availability of the required documents


All documents required by the Accessibility Standards for Customer Service, including policies, procedures and practices, training records and written feedback processes are available upon request.  All policies will be posted on the company website and a policy statement will be posted on company communication boards.


When providing a document to a person with a disability, the company will provide the document, or the information contained in the document, in a format that takes the person’s disability into account.


Notice of the availability of all documents required by the Accessibility Standards for Customer Service will be posted on the company’s website.




Assistive Device: A device used to assist persons with disabilities in carrying out activities or in accessing the services of persons or organizations covered by the Customer Service Standard



(a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

(b) a condition of mental impairment or a developmental disability,(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,(d) a mental disorder, or(e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; (“handicap”)service animal: an animal acting as a service animal for a person with a disability,(a) if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

(b) if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability

support person: in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services



Accessibility for Ontarians with Disabilities Act, 2005


Accessible Customer Service Policy Required for the Implementation of the Accessibility for Ontarians with Disabilities Act (AODA 2005)

City of London- September 29, 2008


Accessible Customer Service Policy

Ontario March of Dimes- March 24, 2009


Accessible Customer Service

Toronto Transit Commission


Accessible Customer Service

HNHB CCAC- December 16, 2009


Notice to Hamilton Customers

The road work has ended!  James Street North has reopened for traffic!  Thank you to all of our customers for your patience, understanding and continued patronage during the road closure.


Marchese Health Care's

New ISO Registrar

Marchese Health Care is pleased to announce that we recently engaged with BSI to become our new ISO registrar.  Marchese's switch to BSI was driven by our desire to align ourselves with a renowned, world class registrar possessing global scale as well as close proximity to our site in Hamilton.  BSI's combination of local offices with a global presence and excellent reputation was clearly a perfect fit!

Marchese is currently ISO 9001:2008 registered for the management and administration of pharmacy service, infusion service and medical supplies at our location in Hamilton.  To view our certificate of registration, Click Here.


 Changes to Pharmacy

Delivery Service

We have made changes to our pharmacy delivery services so we can continue to provide you with the customer service you have come to expect from Marchese Health Care.

Medication Delivery
• Prescriptions without refills require a minimum of 48 hours notice.
• All refill orders require a minimum of 24 hours notice.

Saturday Deliveries
• Saturday orders must be received by our Pharmacy by 11:00 a.m. for same-day delivery.

Marchese Health Care

50th Anniversary Legacy Fund

Marchese Pharmacy on James Street North has been a crucial neighbourhood resource for five decades.  To mark the milestone, owner Marita Zaffiro established the Marchese Health Care 50th Anniversary Legacy Fund at Hamilton Community Foundation in 2011.  Click here to read more in the Hamilton Community Foundation Annual Report 2011-2012


New Narcotics Safety

Regulations in Effect

Ontario is taking action to reduce the abuse of prescription narcotics and controlled substances. Click here for more information, including acceptable pieces of identification, or visit the Ontario Ministry of Health and Long Term Care website.