Frequently Asked Questions
Update: April 6, 2020
Testing and monitoring
Are residents being tested for COVID-19?
Health and safety within our homes are our primary focus, and we are following all directives from the health authorities. Presently, as directed by the Chief Medical Officer of Health, testing is only done on residents who display symptoms associated with COVID-19. The local Public Health Department is notified, and the requisition is labelled to identify that the swab is from a Retirement Residence and is submitted for priority testing by the lab.
What measures are in place to protect team members from coming in with COVID-19?
We are conducting active screening twice per shift with all of our staff when they arrive at the home and at the end of their shift, which includes temperature checks twice daily.
We have implemented additional measures for staff that include showering and donning a clean uniform upon arrival at the home.
For those arriving from another place or work, they are required to shower prior to arrival at the home and don a clean outfit upon arrival.
We are also actively tracking employees who work in multiple locations.
Is there support for employees to remain at home if they are unwell so they are not tempted to work for financial reasons?
The provincial and federal government have put measures in place to provide financial assistance to those who need it to incentivise workers to self-isolate per the Public Health protocols.
Our active screening process and other measures for employees who work in multiple locations are also in place to mitigate the exposure to COVID-19.
Visitors, deliveries and contractors
Can I visit my loved one?
At this time, all of our homes are closed to non-essential visitors. In the context of retirement homes, the ministry is identifying essential visitors as those who have a resident who is dying or very ill, caregivers and staff. These visitors must continue to be actively screened and pass the screening to be allowed entry.
Can I drop something off at a residence?
We ask that family members not drop off or send any non-essential items to the homes to protect residents and staff by minimizing people coming into the entrance. If you have something of an essential nature, we would ask that you contact the front desk to advise us of the nature and time of the delivery to ensure we are able to accept the delivery and provide instruction.
We are currently looking into arrangements to place orders on behalf of residents, which would be billed back to the resident on their monthly invoice.
Can private companions / caregivers enter the home?
Private companions / caregivers are designated as essential visitors in our residences, if they provide direct care to residents. As with staff and all essential visitors, they must pass the active screening as well as temperature checks on arrival and departure.
Communication
How will I know if there is a case at the home?
Communicating with residents and families is especially important at this time and we are committed to ensuring you receive information in a timely manner. We will continue to provide general updates related to COVID-19 on our website.
In the event that there is a positive/confirmed case in the home, a communication will be sent directly to family members. To ensure you receive that information, please ensure that we have your current contact details, including email address.
Do you have a computer or tablet available for residents without their own devices to allow them to video conference with family and friends?
We are in the process of implementing a system that would allow residents who require this service to use one of our tablets to communicate with family and friends through video conferencing technology.
Protocols
Are you implementing physical distancing in the residences?
After review of the Provincial Governments projected modelling data, we have decided that the safest thing for our residents at this time is to isolate them to their suites (see update from April 3, 2020). Physical distancing will be practiced, as practicable, while delivering services to the suites.
What personal protective equipment (PPE) do staff wear?
We are working very closely with health authorities to ensure we are following all protocols regarding personal protective equipment usage in our homes. All team members wear a mask at all times while inside the home and attending to a resident or interacting with other staff.
Can residents come in and out of a residence?
Residents are restricted from leaving the residence other than for emergency/essential medical appointments.
What protocols are in place for residents who are moving in?
At this time, we are only accepting essential move-ins and move-ins for individuals in crisis. Anyone moving in or returning from hospital will be actively screened and will have to self-isolate.
Are there additional pre-cautions and infection control measures that are being taken?
In addition to active screening of all staff and essential visitors, we have started active screening of all residents twice daily, including temperature checks, at breakfast and dinner. Residents with symptoms will be isolated and tested for COVID-19. We have also implemented heightened cleaning for all high touch areas in line with our infection control policies and recommendations from Public Health.
Services
How will resident’s personal laundry be handled? Will linens and towels still get laundered weekly?
Linens and towels will continue to be laundered weekly. Schedules may need to be modified from time to time, but we will endeavor to provide as much notification as possible for any changes.
We are working out a process to be able to provide personal laundry service for our residents. The details of the process will be available shortly.
Will weekly housekeeping still be provided?
Yes, weekly housekeeping will still be provided. Schedules may need to be modified from time to time, but we will endeavor to provide as much notification as possible for any changes.
How do you plan to keep the residents active and engaged?
We will provide creative activities that are self-directed or allow residents to safely participate while practicing safe physical distancing.
Testing and monitoring
Are residents being tested for COVID-19?
Health and safety within our homes are our primary focus, and we are following all directives from the health authorities. Presently, as directed by the Chief Medical Officer of Health, testing is only done on residents who display symptoms associated with COVID-19. The local Public Health Department is notified, and the requisition is labelled to identify that the swab is from a Retirement Residence and is submitted for priority testing by the lab.
What measures are in place to protect team members from coming in with COVID-19?
We are conducting active screening twice per shift with all of our staff when they arrive at the home and at the end of their shift, which includes temperature checks twice daily.
We have implemented additional measures for staff that include showering and donning a clean uniform upon arrival at the home.
For those arriving from another place or work, they are required to shower prior to arrival at the home and don a clean outfit upon arrival.
We are also actively tracking employees who work in multiple locations.
Is there support for employees to remain at home if they are unwell so they are not tempted to work for financial reasons?
The provincial and federal government have put measures in place to provide financial assistance to those who need it to incentivise workers to self-isolate per the Public Health protocols.
Our active screening process and other measures for employees who work in multiple locations are also in place to mitigate the exposure to COVID-19.
Visitors, deliveries and contractors
Can I visit my loved one?
At this time, all of our homes are closed to non-essential visitors. In the context of retirement homes, the ministry is identifying essential visitors as those who have a resident who is dying or very ill, caregivers and staff. These visitors must continue to be actively screened and pass the screening to be allowed entry.
Can I drop something off at a residence?
We ask that family members not drop off or send any non-essential items to the homes to protect residents and staff by minimizing people coming into the entrance. If you have something of an essential nature, we would ask that you contact the front desk to advise us of the nature and time of the delivery to ensure we are able to accept the delivery and provide instruction.
We are currently looking into arrangements to place orders on behalf of residents, which would be billed back to the resident on their monthly invoice.
Can private companions / caregivers enter the home?
Private companions / caregivers are designated as essential visitors in our residences, if they provide direct care to residents. As with staff and all essential visitors, they must pass the active screening as well as temperature checks on arrival and departure.
Communication
How will I know if there is a case at the home?
Communicating with residents and families is especially important at this time and we are committed to ensuring you receive information in a timely manner. We will continue to provide general updates related to COVID-19 on our website.
In the event that there is a positive/confirmed case in the home, a communication will be sent directly to family members. To ensure you receive that information, please ensure that we have your current contact details, including email address.
Do you have a computer or tablet available for residents without their own devices to allow them to video conference with family and friends?
We are in the process of implementing a system that would allow residents who require this service to use one of our tablets to communicate with family and friends through video conferencing technology.
Protocols
Are you implementing physical distancing in the residences?
After review of the Provincial Governments projected modelling data, we have decided that the safest thing for our residents at this time is to isolate them to their suites (see update from April 3, 2020). Physical distancing will be practiced, as practicable, while delivering services to the suites.
What personal protective equipment (PPE) do staff wear?
We are working very closely with health authorities to ensure we are following all protocols regarding personal protective equipment usage in our homes. All team members wear a mask at all times while inside the home and attending to a resident or interacting with other staff.
Can residents come in and out of a residence?
Residents are restricted from leaving the residence other than for emergency/essential medical appointments.
What protocols are in place for residents who are moving in?
At this time, we are only accepting essential move-ins and move-ins for individuals in crisis. Anyone moving in or returning from hospital will be actively screened and will have to self-isolate.
Are there additional pre-cautions and infection control measures that are being taken?
In addition to active screening of all staff and essential visitors, we have started active screening of all residents twice daily, including temperature checks, at breakfast and dinner. Residents with symptoms will be isolated and tested for COVID-19. We have also implemented heightened cleaning for all high touch areas in line with our infection control policies and recommendations from Public Health.
Services
How will resident’s personal laundry be handled? Will linens and towels still get laundered weekly?
Linens and towels will continue to be laundered weekly. Schedules may need to be modified from time to time, but we will endeavor to provide as much notification as possible for any changes.
We are working out a process to be able to provide personal laundry service for our residents. The details of the process will be available shortly.
Will weekly housekeeping still be provided?
Yes, weekly housekeeping will still be provided. Schedules may need to be modified from time to time, but we will endeavor to provide as much notification as possible for any changes.
How do you plan to keep the residents active and engaged?
We will provide creative activities that are self-directed or allow residents to safely participate while practicing safe physical distancing.
