COVID-19

Is CHEO a safe place to be?

Yes! CHEO is a safe place for kids, caregivers and staff. Here are the key ways we are ensuring the safety of children youth and families during this time: 

• Everyone is carefully screened when they come to CHEO – this includes all staff, medical staff and families.
• Everyone is provided with a mask to wear the entire time they are at CHEO.
• We have signage and floor markers throughout CHEO, reminding everyone to keep a safe 2 meter distance. 
• We made changes to our parent/caregiver presence policy to minimize the number of people onsite. 
• We have an infection control and prevention team who makes sure CHEO upholds infection control standards and practices in accordance with current provincially and/or federally legislated requirements, and/or currently accepted professional guidelines and recommendations

For more information, read through our step by step guide of what to expect when coming to CHEO below.

What is CHEO doing to screen and protect patients?

CHEO staff are actively screening all patients and visitors. Recent travel history or exposure to sick travellers, along with new symptoms of illness, help us quickly identify children and youth who may have the virus. Any patient who screens positive for possible exposure to the virus will be placed on additional precautions and evaluated further to determine if testing is required.

Our Infection Prevention and Control team is in close contact with Ottawa Public Health and other agencies to help guide decision-making and receive updates on the virus.

Is it safe to bring personal items for my child's appointment or stay at CHEO?

Yes it is safe to bring personal items for your child's appointment or stay. However we ask that you only bring as few items as possible — only the items you need — and wash or disinfect them before and after to prevent the spread of infection. This is especially important if you are coming for a clinic appointment or to our Emergency Department.

What do I do if my child or youth has an existing health condition or has complex care needs?

My child or youth needs to come to the CHEO Emergency Department. What should I do?

When you arrive at the Emergency Department, please:

• wash your hands with hand sanitizer.

If your child or youth is experiencing any symptoms of COVID-19:

• put on masks when you arrive
• Let the screeners know about their symptoms and recent travel history, including travel of those close to them.

What amenities and accommodations are available to caregivers at CHEO?

To prevent the spread of infection and keep kids, caregivers and staff safe, we have had to limit some of the amenities available at CHEO right now. Our Ronald McDonald Family Lounges are currently closed.

Computer and internet access

Wireless internet is available free of charge. Simply open your laptop or mobile device and select “CHEO_Guest” from the list of networks. Then click “Connect.” Before doing so, please familiarize yourself with our terms of use.

Computers in the Ronald McDonald Family Room and Family Resource Library are currently unavailable. Please use your own devices.

Food services

CHEO’s Oasis Cafe and Rainbow Cafeteria are still open to kids, caregivers and staff. Please follow social distancing while in these areas!

We also offer room delivery to kids and caregivers on our inpatient units, including those in isolation. Please ask your care team or our cafe staff for a menu.

New: We've extended our inpatient delivery services to 10pm daily. You can continue to order from our regular menu from 8am - 7pm. From 7pm to 10pm you can now order from our limited after hours menu. Please ask a member of your care team for either menu.

Microwaves and refrigerators

Our family kitchen on 4 West and other units are still open for caregivers. You can use the microwave and refrigerator there while your child or youth is at CHEO as an inpatient. If your child or youth is in isolation, unfortunately you will not be able to use these shared microwaves and refrigerators.

KidCare Pharmacy offers delivery and drive-thru services

CHEO’s KidCare Pharmacy now delivers prescription packages to inpatient nursing stations and the Emergency Department, as well as to customers outside the Main Entrance.

• For delivery inside CHEO: A nurse simply calls extension 6037 with an order.  The nurse who places the order will receive the package at the nursing station.)
• For pick-up at the Main Entrance: Call KidCare Pharmacy at 613-737-2316. Once your prescription is ready, KidCare alerts you and you simply drive up to the Main Entrance, where a friendly KidCare delivery person runs your prescription package out to the trunk of their car.

Sleep rooms and accommodations

Our sleep rooms are currently closed. If you want to stay overnight with your child, there are sleep beds available in each inpatient room. Only one caregiver can be on-site at a time.

• Rotel — reservations can be made online or by phone
• Homewood Suites - Downtown Ottawa — Studio suites for $79, 1 bedroom suites for $104 plus tax. Includes laundry services, to-go bagged breakfast and wifi. These discounted rates for CHEO families can be accessed using code MCD

• Travelodge East

• Holiday Inn East — not accepting those with respiratory viruses)

• YMCA. Please call 311 and speak to a crisis worker to receive a referral.

Showers, washrooms and menstrual products

We have two showers available for family caregivers who are staying at CHEO. To access them, call 613-737-7600 extension 6705. Towels are provided.

Male, female and gender neutral washrooms are available throughout CHEO. There are wheelchair accessible washrooms on each floor. Based on youth feedback, we now offer free menstrual products in washrooms across CHEO for youth, caregivers and staff. 

Laundry services

The laundry machines in the Ronald McDonald Family Room are currently closed. If you need laundry services, Maple Laundromart on St. Laurent blvd offers services to CHEO families, including pick-up and drop-off for larger loads. Please contact them for pricing information or to arrange for services.

Social work support

Social work support is available 24/7 for children, youth and caregivers at CHEO. Please ask your care team to help connect you with our social work support. They can provide face-to-face or phone support.

Spiritual support and multi-faith prayer room

Spiritual services are available 24/7 for children, youth, caregivers and staff at CHEO. Kids and caregivers, please ask your care team to help connect you with our spiritual support. They can provide face-to-face or phone support.

Our multi-faith prayer room is still open. If you’re planning to use the multi-faith prayer room, please:

• wash your hands with soap and water, or hand sanitizer, before and after using the room,

• do not use the room if another family is already using it.

Do I have to pay for parking to switch places with my spouse or other caregiver?

We have been able to provide free parking for the first months of the pandemic. However, as of July 2, in line with all the region’s hospitals we are charging for parking again. For families and caregivers who are switching places to keep someone at the bedside, we have increased the grace period from 15 to 30-minutes on ticketed parking for which there is no charge. This is not possible at parking metres (pay-and-display).

CHEO has designed a number of different parking options because we never want parking to be a barrier to care. Please visit our Parking page for more information, including rates and other details. As always, our social workers are available to help families in financial need explore payment options.

Are there any changes to how my health information is shared?

As part of our emergency response to the COVID-19 situation, CHEO, The Ottawa Hospital and SickKids in Toronto will now allow your patient health record to be securely accessed by partner hospitals should you attend at one of these hospitals during the pandemic. This access is occurring via Epic’s Care Everywhere functionality and your health information will only accessed by those health care professionals providing care to you.

Can I still pay my hospital bills in person?

Until further notice, families will not be able to pay bills in person at the cashier window. Instead, please pay your bills online using our online form.

If you have any questions, or troubles accessing the online form, please call our Finance office at 613-737-7600, extension 2242.

What is PPE?

What is PPE?

PPE (personal protective equipment) is the special masks, gloves and gowns worn by staff to keep viruses from spreading. Because PPE covers up the big smiles of our CHEO team, some children and youth might need help to understand why PPE is being worn. Watch our video, the Superheroes behind the masks, to learn more.

Are you accepting PPE donations?

How can I help? Are you accepting donations?

If you're interersted in donating PPE, please visit 613 PPE Donations.

If you have a 3D printer and are able to help make face masks and other PPE, visit Ottawa Maker Community.

Hand sanitizer and hard surface disinfectants

Proper hand sanitizer and disinfectant use can help reduce the risk of infection or spreading infection to others. Check out Health Canada's tips and guidelines on when and how to properly use hand sanitizers and hard surface disinfectants.

My child isn't used to seeing people in masks and gowns, how can I help reassure them?

Ontario Health COVID-19 Results Portal (for Ontario residents only)

 MyChart (available to anyone living in Canada)

All CHEO patients can sign up for MyChart. This is especially relevant for those who do not have OHIP. To activate your MyChart account, please follow any remaining steps on the MyChart instruction sheet given to you during your registration. Activating MyChart takes between one and three days.

If you are having problems with your activation, or with navigating MyChart to view your results, please contact the MyChart Support Line at 613-737-7600, ext. 6789.

Please do not contact the help line to expedite activation. For proof of status for schools, see “More information” below.

 Your primary-care provider (PCP) (any resident of Canada)

By email or phone (if you are unable to access your results using the above options)

If you are having difficulties with any of the above methods and it has been more than four days since your test, you can email testinginquiries@cheo.on.ca or call 613-737-7600, ext. 6720.

Please be sure to include your child’s full name and date of birth, along with how we can best reach you.

Who is getting vaccinated now? 

The Government of Canada has recently approved two COVID-19 vaccines for use in Canada. The Government of Ontario recently shared their vaccine roll-out plan, which takes place in three phases. 

April 22, 2021 – CHEO is pleased to share that we’ve received a small quantity of the COVID-19 vaccine from the provincial government to be used for youth with medical complexities and two of their caregivers. 

To meet the needs of our most vulnerable patients and families, CHEO sought and has received approval from the provincial government to set up vaccination clinics for those who meet the criteria established by the provincial government. As a reminder, the government tells us who to vaccinate and when based on strict criteria that is mandatory across the province.

For more information on the COVID-19 vaccine, visit the Ottawa Public Health website.

If I am breastfeeding or pregnant, should I get vaccinated?

Are CHEO staff being vaccinated now?

Right now we are in Phase 1 of the provincial vaccine roll-out. All of our in-person and patient-facing staff, medical staff, trainees and volunteers have already been given the opportunity to receive the first dose of the vaccine.

Once we get the go-ahead from the province, we will start to schedule vaccinations for all remaining off-site, non-patient facing staff and volunteers.

For more information on the COVID-19 vaccine, visit the Ottawa Public Health website.

How long should I refill my prescriptions for?

Our KidCare Pharmacy is still open regular business hours. Your commonly prescribed medications will continue to be available, so you only need to keep a few weeks worth of your medications on hand. Please be considerate of how much you actually need, and avoid ordering more than a month's worth of your prescription.

To make sure you continue to have access to your prescriptions, CHEO's KidCare Pharmacy is:

• honouring refills for up to a month's supply.
• offering free home delivery, delivery to a CHEO unit (for inpatients) or curb-side pick-up.

Should my child continue to get their routine vaccines on schedule?

Yes! All routine and toddler immunizations should continue as scheduled. This is one more way you can
keep your child safe and prevent another virus. Please call your family physician to see if they are
scheduling specific times for young or vulnerable populations to get their vaccines.

 I've heard that you shouldn't take ibuprofen if you have COVID-19, is this true?

Right now, the reports that ibuprofen can worsen symptoms in patients with COVID-19 are not verified. Our pharmacy recommends that patients diagnosed with COVID-19 continue to manage their fever and pain with either acetaminophen or ibuprofen as usual. Please always speak with your doctor or pharmacist when seeking advice on medications.

We are monitoring the situation and will update these recommendations if new information or guidance is shared.