COVID-19

Is my non-urgent CHEO appointment cancelled?

On May 14, Ontario Premier Doug Ford announced that hospitals can begin offering scheduled surgeries and procedures, and non-urgent in-person clinical services when they meet the province’s criteria to do so safely.

Surgery, Medical Imaging and Ambulatory Care clinics that support surgeries and procedures will be first areas to restart scheduled, in-person services at CHEO. This will happen gradually and carefully – always with everyone’s safety top of mind. When your surgery or procedure is ready to be rescheduled, your care team will call you with more information.

Read our statement for more information

We are postponing all non-urgent in-person appointments (including MRIs/medical imaging) and surgeries until the end of May. Some appointments may be able to be done virtually, by telephone or video. If there are any changes to your currently scheduled appointment, procedure or surgery, we will contact you.

We are also proactively checking-in with families to continually re-assess their needs and remind all that our Emergency Department is always open for urgent care. We recognize that changes to scheduled appointments and planned care can be stressful and encourage you to check out our resources below.

When we are able to return to normal activity, we will work with you to reschedule any postponed appointments, procedures and surgeries for a later date.

We are continuously assessing the safety of children, youth and their families and may need to postpone further. That said, we will always endeavor to give you as much notice as possible.

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?

Should I come in for my scheduled volunteer shift?

After careful consideration, we have decided to cancel all volunteer shifts at CHEO (including off-site locations and the treatment centre), effective immediately.

Our volunteers give so much back and provide such wonderful energy and compassion. We are grateful for your generous donation of time and positive energy. We look forward to seeing you all back again soon.

Visit our volunteer page to learn more and find the latest updates.

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.

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 amenites 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 accomodations

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 is not currently accepting new guests. If your family is from out of town and needs accommodations, there are a number of nearby places that offer discounted rates for families travelling for medical care:

• 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.

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.

Virtual clinic appointments

We are postponing all non-urgent in-person appointments (including MRIs/medical imaging) and surgeries until the end of May. Some appointments may be able to be done virtually, by telephone or video. If there are any changes to your currently scheduled appointment, procedure or surgery, we will contact you.

We are also proactively checking-in with families to continually re-assess their needs and remind all that our Emergency Department is always open for urgent care. We recognize that changes to scheduled appointments and planned care can be stressful and encourage you to check out our resources below.

 Preparing for your virtual CHEO clinic appointment

All virtual video appointments at CHEO are done using secure, encrypted telehealth networks. Due to privacy legislation, the session will not be recorded by your CHEO clinician and should not be recorded by you.

We also offer telephone appointments in some cases. Sometimes when we call families, it shows up as a private number. If you receive a call from a private number, especially at a time when you have a scheduled CHEO appointment, consider answering as it may be your care team calling.

To get the most out of your virtual clinic appointment:

• Make sure you are in a quiet, private place where you can speak comfortably.
• Plan to be in one location (i.e. not walking or in a moving vehicle) throughout the appointment.
• Prepare any questions you have for your CHEO clinician, and have them in front of you during your appointment.
• Be in full view of the camera and try to sit in a location without windows/bright lights behind you.
• Try to raise your device so it is at eye level durin the visit by placing it on top of a stack of books until it's at the right height. Make sure that the camera and speakers aren't being blocked.

Preparing and testing your computer/device:

• Before your scheduled clinic appointment, you will receive an appointment email that outlines how to connect to your care provider. Please read this information and make sure you have the correct app/recommended browser installed on your computer/device before your appointment.
• Test the device you will be using by clicking on the link in the invitation email. This will help you troubleshoot audio and video issues ahead of time and ensure that your appointment starts on time. If you are not able to connect, contact our Scheduling Hub at 613-737-7600, ext. 1011.
• Close any unnecessary programs on your device/computer, including email.
• Try to use your own device or that of a trusted adult so that others cannot access or interrupt your appointment.
• If possible, use an Internet connection (wired or WiFi) or if not, be prepared to use cellular data.
• Five to ten minutes before your appointment, join by clicking on the link provided in the appointment email. This will give you a few minutes to make sure the audio and video are working.

Need help?
If you experience technical difficulties preparing for, connecting to or during your CHEO clinic appointment please contact the Scheduling Hub Monday to Friday from 8:00am to 4:00pm: 613-737-7600, ext. 1011.

If you need assistance for an appointment outside of the regular window, contact Emergency Department Registration at 613-737-7600, ext. 2337

Emergency Department virtual appointments

CHEO’s Emergency Department is now offering virtual urgent care appointments in some cases by video. This is one more way we can help children, youth and caregivers physically distance while getting the care they need during this pandemic.

If you need urgent, in-person care our Emergency Department is always here for you — please come! We have safety precautions in place, such as physical distancing markers and you will be required to wear a mask upon arrival.

Learn more about Emergency Department virtual care

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.

What can I do to prepare?

Get ready

Should you become ill, you would likely need to stay home to limit the spread:

• Gradually stock up on supplies and non-perishable foods over the next few weeks. Be considerate of how much you actually need to buy.
• Make plans for your children or other dependents in case you become ill.
• Make preparations with your employer and discuss work-fromhome arrangements.
• Stock up on cleaning supplies, hand soap, hand sanitizer, bleach and nitrate/latex gloves.
• Stock up on supplies for your pets

Fill prescriptions

Fill prescriptions and stock up over-thecounter medications:

• Be considerate of how much you actually need to buy.
• Don’t wait to fill essential prescriptions.
• Fill prescriptions for an extra month, if you’re able.
• Purchase pain and fever medicine (Ibuprofen and acetaminophen).

Limit the spread of germs

Adopt good personal hygiene, and avoid others if you become sick:

• Wash your hands often for at least 20 seconds with soap and water.
• Use alcohol-based hand sanitizer if soap and water are not available.
• Do not touch your eyes, nose, and mouth unless you have just washed your hands. When you cough or sneeze, cover your mouth and nose with a tissue or your arm, not your hand.
• Stay home if you are sick. Do not visit people in hospitals or long-term care centres if you are sick.
• Get your flu shot. By protecting yourself from the flu, you can ease the burden on the healthcare system and protect others.

View Ottawa Public Health for more resources and tips on food, medications and other items to have with you.

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.

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.

Free emergency food resources

Ottawa Food Bank

Eligibility: low income people needing emergency food support
Access: look up address at https://www.ottawafoodbank.ca/get-help/ to find information about a program near you
Delivery: Available at some locations

The Well

Eligibility: women and children
Access: Serving bag lunches at noon from the door at 154 Somerset St. W. If in need of supplies and food, call 613-594-8861 or send a message via Facebook

Barrhaven Food Cupboard

Eligibility: families living in the Barrhaven area in need of emergency food assistance
Contact: 613-825-4505
Access: Walter Baker Centre, 100 Malvern Drive
Website: www.barrhavenfoodcupboard.ca

FAMSAC Food Cupboard

Eligibility: People living in Bayshore, Bells Corners, Crystal Beach, Craig Henry, Manordale and Trend Village
Access: Call 613-820-5428 ahead to make an appointment to come pick up a pre-packaged food hamper
Website: http://famsac.ca/

Kanata Food Cupboard

Eligibility: Emergency food hampers for people living in Kanata area
Access: Call 613-836-7847 Monday to Friday between 9 am and 12 pm. Pick-up at 340 Legget Dr, Door #46
Website: http://www.kanatafoodcupboard.ca/

Delivery: Possible if needed

United Muslim Organizations of Ottawa Gatineau

Eligibility: person of any faith, culture or community in need
Access: complete the Ottawa-Gatineau COVID-19 Relief Form: http://bit.ly/OttCOVID-19relief
Website: https://mfso.ca/

Subsidized food resources

Good Food Box

Delivers a box of fresh produce to feed a family for a week for $20
Eligibility: Households who currently have limited financial and physical access to affordable fresh fruits and vegetables
Contact: Call 613-860-6767 or visit https://www.ottawagoodfoodbox.ca/ to order

Western Ottawa Community Resource Centre

Frozen meal and grocery order delivery services
Eligibility: Vulnerable, isolated community members living in Nepean, Kanata, Goulburn and West Carleton neighbourhoods
Call 613-591-3686, ext 333 for frozen meals or 336 for grocery order delivery

Food resources in rural areas

Casselman Foodbank

Area: Casselman
Contact: 613-764-5203

Eastern Ottawa Resource Centre

Area: Gloucester, Cumberland, Orleans, Carlsbad Springs, Vars, Sarsfield, South-East communities
Contact: 613-741-6025

Orleans Cumberland

Area: Orleans-Cumberland areas
Contact: 613-830-4357 ext. 158

Riceville Foodbank

Area: Riceville, Curran, Fournier, Plantagenet, St. Isidore de Prescott, Wendover
Contact: 613-715-0867

Richmond Food Cupboard

Area: Richmond, Munster and surrounding rural area
Contact: 613-838-5397

Stittsville Food Bank

Area: Stittsville and surrounding rural areas
Contact: 613-831-0451

West Carleton Food Access Centre

Area: West Carleton, Dunrobin, Carp, Kinburn, Constance Bay, Woodlawn, Kinburn, Fitzroy, Galetta
Contact: 613-832-5685 or email at wcfoodaid@gmail.com

Grocery delivery

Fill My Fridge

Ottawa based grocery delivery service
Eligibility: anyone with financial means
Access: fillmyfridge.ca
Delivery: delivery fee, minimum order of $80

Bag Half Full

A uOttawa medical student led initiative
Eligibility: vulnerable persons who are unable to shop for groceries themselves
Access: can place an online grocery store order and a student will pick it up OR supply the student with a grocery list and they will shop/deliver it
Delivery: no extra fee
Contact: http://baghalffull.com

Nepean Neighbours Helping Neighbours

Grocery/pharmacy/pet supply pick-up and delivery, and dog walking
Eligibility: living in Nepean area
Access: fill out the service request form at https://airtable.com/shrvf9b0dXVSI4Wne, email at nepean.neighbours@gmail.com, or visit their Facebook group
Delivery: donation fund available to subsidize groceries

Instacart

Private grocery delivery service
Eligibility: anyone with the financial means
Access: put in an online delivery order on https://www.instacart.ca/
Delivery: additional cost, same day delivery