Resolved complaint (114) about disability discrimination in goods, services, and facilities

About the complaint

The complainant advised she has Autism Spectrum Disorder and a sensory processing disorder. She said she found the sensory environment at the respondent medical practice overwhelming. She claimed the practice was dismissive of her request to accommodate her disability by reducing noise and scents and by avoiding certain colours. 

The practice said it told the complainant it would take steps to accommodate her disability but could not control all aspects of the sensory environment. The practice said its staff would not wear strong scents, but it could not guarantee that all those attending the practice would not wear strong scents. The practice said the colour scheme was chosen to be soothing. The practice said soft music would play in the background in the practice.

The complaint was resolved with an undertaking that the practice would raise the issue of scent-free environments with neighbouring businesses and review educational resources on Autism Spectrum Disorder and sensory processing disorders.

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