College Connection | Spring 2026
Accessibility through the lens of cultural humility
College Connection | Spring 2026
Accessibility through the lens of cultural humility
Cultural humility is a lifelong practice of continuous learning and self-reflection to understand personal and systemic biases, and to develop and maintain respectful processes and relationships based on mutual trust. While we often discuss this in terms of cultural identity, accessibility is also key, yet frequently overlooked. When veterinary facilities reduce barriers for clients, they demonstrate trustworthiness, strengthen relationships, and ultimately enhance patient outcomes.
In the veterinary setting, accessibility refers to minimizing physical, communication, financial, sensory, and systemic barriers that make it difficult for clients to access care. Accessibility is not just a matter of compliance with the Accessibility for Ontarians with Disabilities Act( AODA), it aligns with cultural humility. Both require teams to reflect on their assumptions, seek client input, and adapt to reduce preventable barriers.
For veterinary facilities looking to further their understanding, the Journey for Teams educational module provides practical strategies. AccessForward from the Government of Ontario provides free training modules to help meet the AODA.
Many barriers are unintentional but still significantly impact a client’ s ability to seek care.
Physical barriers may include clinic layouts that are difficult to navigate with mobility devices, heavy doors, steep ramps, or high exam tables.
Communication barriers occur when a facility’ s written or verbal materials don’ t match a client’ s language or literacy level, or when medical jargon makes information hard to understand. Clients may hesitate to ask clarifying questions if they fear judgement.
Technological barriers can also affect veterinary care. Digital intake forms or telemedicine platforms may be inaccessible to clients without internet access or comfort with technology. Websites or apps that aren’ t compatible with screen-readers or have poor contrast can exclude clients with disabilities.
Socioeconomic barriers such as cost, rigid scheduling, or limited appointment availability can delay care, particularly for clients juggling multiple jobs or caregiving responsibilities.
Sensory or cognitive considerations also matter. Busy, noisy, or brightly lit waiting rooms can be overwhelming for neurodivergent clients or those with sensory sensitivities.
Cultural humility offers a framework for addressing these barriers thoughtfully and respectfully.
• Self-reflection helps team members examine assumptions about what a“ typical” client needs or how care should be accessed.
• Client partnership encourages asking individuals about preferences, needs, and barriers, then collaborating with them to develop care plans that align with their unique context.
• Flexibility allows clinics to adjust communication styles, schedules, or policies to meet clients where they are without judgement.
These behaviours can be as simple as asking which communication method works best, acknowledging constraints with empathy, or offering multiple care options. Small changes can make a big difference. Facilities can:
• Simplify language in forms, invoices, and discharge notes, and prioritize plain-language.
• Offer multiple ways to schedule or communicate – phone, text, email, or online portals.
• Provide quiet waiting options or allow clients to check in from their car.
• Include accessibility-related questions on intake forms to proactively identify client needs.
Accessibility is not a one-time checklist – it’ s a lifelong practice rooted in humility and continuous improvement. Minor adjustments can expand access and create a more welcoming environment for every client. An easy first step is an accessibility walkthrough, a simple exercise where your team reviews the client’ s journey / experience, looking for potential barriers. What barrier can your facility commit to reducing this month?
Click the links below for tools:
Journey for Team AccessForward
Public confidence in veterinary regulation cvo. org 6