COVID-19

Last updated: June 26, 2023

Welcome!

Welcome to CHEO! We know that information changes quickly during the pandemic and we’ve put together this page to help you find popular topics, questions and answers. If you don’t find what you’re looking for, please contact us at webmaster@cheo.on.ca and we’ll be happy to help.

You are safe when you come to CHEO and we always strive to deliver exceptional care. We hope you have a good visit onsite and wonderful day!

Jump to the information you need

Coming to CHEO?

As of March 8, 2023 we will be implementing changes to our screening process. Fill out the self-screening form online ahead of time and follow our visual prompts (signage) when you arrive. Greeters will be available at the entrance to help if you have any questions.

Self-screening form

Can't find what you're looking for?

If you have questions about CHEO's COVID-19 response, call our hotline: 613-737-7600, ext. 6720.

Note: this phone line is not able to provide medical advice. If you need non-urgent medical advice, please contact your family physician or pediatrician, or contact TeleHealth Ontario. In emergencies, please visit your local Emergency Department.

If you have general questions about the COVID-19 virus, visit the Ottawa Public Health website.

Parent, caregiver and visitor presence policies

Please review the following information before arriving at CHEO.

Parents and caregivers are important members of the care team. They actively work with us to provide vital health information only they know and give emotional support in the way only a parent or caregiver can.

For infection prevention and safety reasons, we have limits on how many parents, caregivers and visitors can be onsite at one time. We also limit the number at the bedside.

We appreciate your patience and understanding in keeping everyone safe.

Allowed number of parents, caregivers and visitors

Clinic and Surgical Day Unit appointments

TWO parents or caregivers are allowed to accompany children and youth while at CHEO.

Emergency Department visits

Only ONE parent or caregiver is allowed to accompany children and youth while at CHEO.

Staying at the hospital (admitted to CHEO's inpatient units)

For children and youth admitted to CHEO's inpatient units, a maximum of TWO parents, caregivers or visitors are permitted at the bedside at a time during the day.

Overnight, only ONE parent/caregiver is permitted to remain onsite.

Note: Caregivers must be 12 years old or older.

Visitors

Children and youth admitted to CHEO's inpatient units are allowed up to FOUR visitors on site. A maximum of TWO parents, caregivers or visitors are permitted at the bedside at a time during the day.

Exceptions to these rules

We recognize that some families (e.g., people with disabilities) require additional support to help the patients, parents or caregivers. If you are coming to Emergency, please discuss discuss your need for an exception upon arrival at CHEO Emergency.

Who can't enter

Parents, caregivers and visitors who do not pass the entrance screening.

It is important to us that your child or youth receives the care they need. If you require an exception to any of our caregiver/visitor policies to ensure that your child/youth can access care, please contact a member of your care team or reach out to CHEO's Patient Experience team (experience@cheo.on.ca or 613-737-7600 ext. 3078).

Self-screening

To make sure we are always putting safety first and minimizing any chance of transmission of infections, we ask anyone who comes to CHEO, to self-screen before/upon entering.

Fill out the self-screening form online ahead of time and follow our signs when you arrive. Greeters will be available at the entrance to help if you have any questions.

Online self-screening form

Where to enter

All children, youth, parents/caregivers and visitors must enter through the Main Entrance unless you are seeking care from our Emergency Department. Other entrances are closed.

Frequently asked questions about coming to CHEO

What is the difference between a parent/caregiver and a visitor

Parent/caregiver: Someone who is over 12 years old and helps a child or youth with activities of daily living – e.g., parent, grandparent, older sibling, legal guardian, etc. A parent/caregiver can be designated by a patient. A parent/caregiver is never considered a visitor because they are a vital part of the care team.

Visitor: Someone who is part of a child's or youth’s family or support network (e.g., sibling, extended family member, friend, etc.) but not a designated parent or caregiver.

Will I be required to wear a face mask while at CHEO?

Yes. We have two masking zones: mandatory and recommended.

Masks are given to all patients, parents, caregivers and visitors at CHEO. Anyone is welcome to wear a personal KN95 or other mask when coming to CHEO, but we will ask you to put the procedural mask we give you on top as we can't quality check everyone's personal mask.

Please wear the mask we give you when:

you are in a mandatory masking zone
a health-care provider comes into your child's or youth’s room
you go outside of your child's or youth’s room

Face masks at CHEO

Frequently asked questions about COVID-19 and CHEO

If you are unable to find the answer you're looking for here, our Patient Experience Team is available to answer any of your questions about CHEO's COVID-19 response! Call 613-737-7600, ext. 6720. Note: this phone line is not able to provide medical advice. If you need non-urgent medical advice, please contact your family physician or pediatrician, or contact TeleHealth Ontario. In emergencies, please visit your local Emergency Department.

Remember, if you have general questions about the COVID-19 virus, call or visit the Ottawa Public Health website.

Coming to CHEO

Frequently asked questions

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.
CHEO has two masking zones: mandatory and recommended. Please wear the mask we give you when:
- you are in a mandatory masking zone
- a health-care provider comes into your child's or youth’s room
- you go outside of your child's or youth’s room

Face masks 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.

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.

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
put on masks provided by CHEO when you arrive (masks are required in all clinical and wait areas)

Let the screeners know about their symptoms

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. Learn how you can order food to your bedside using the new CBORD app.

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 ext. 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

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. Here are other options near CHEO, for families needing accommodations:

Ronald McDonald House Ottawa
Rotel
Travelodge East
Holiday Inn East
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, ext. 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?

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, ext. 2242.

What to expect when visiting CHEO: A step by step guide

CHEO is a safe place for children and youth, caregivers and staff. We want you to know exactly what to expect when you come for an in-person appointment.

Main entrance screening and online screening

Fill out the self-screening form online ahead of time and follow our visual prompts (signage) when you arrive. Greeters will be available at the entrance to help if you have any questions.
We have two masking zones: mandatory and recommended. Masks are given to all patients, parents, caregivers and visitors at CHEO. Anyone is welcome to wear a personal KN95 or other mask when coming to CHEO, but we will ask you to put the procedural mask we give you on top as we can't quality check everyone's personal mask.

Please wear the mask we give you when:
- you are in a mandatory masking zone
- a health-care provider comes into your child's or youth’s room
- you go outside of your child's or youth’s room
Face masks at CHEO

Did you know: CHEO has clear face masks which staff can wear to make it easier for our Deaf and hard-of-hearing patients and families to understand and communicate with their care providers! If you would find it helpful for your care provider to wear a clear mask, please let them know when you arrive.

Please note, there may be some cases where a staff member is unable to wear a clear mask because it doesn't fit them properly. To keep you safe, we need to make sure our staff are always wearing properly fitted masks and personal protective equipment (PPE).

Getting to and from your appointment

Make your way to your clinic following the signs posted.
Look for signage that indicates when you are entering an area where masks are required. There is also signage about where to sit, hand hygiene and physical distancing. Young children might have a harder time with physical distancing. Please respect other people's space and do your best to make sure children are keeping physical distance too.
When you leave, sanitize your hands at the hygiene station and dispose of your masks as instructed.

That’s it! It’s our goal to help you feel as safe as possible when you’re coming to CHEO. We’d love to hear how your experience was returning to CHEO so please let us know on social media, or write to us at experience@cheo.on.ca

CHEO Super Helpers

Help your child or youth prepare for their visit to CHEO during COVID-19 using a visual supports story developed by CHEO's Autism Program and Child Life specialists.

CHEO's Super Helpers

CHEO staff in the main lobby, in PPE and their arms raised out to show they are physically distanced

COVID-19 vaccine

Looking for information on COVID-19 vaccination, including resources and where to book an appointment?

Visit our Vaccination page

Cartoon of vaccine needle and a staff wearing a face mask and face shield

COVID-19 testing and assessment

COVID-19 testing and assessment for children and youth

COVID-19 CHEO Assessment Centre at CHEO's main campus

Do-It-Yourself Test Kits are available, by appointment, for children and youth ages 2 months to 18 years.

The COVID-19 CHEO Assessment Centre at CHEO's main campus offers Do-It-Yourself Test Kits for children and youth (2 months to up to the day before their 18th birthday), by appointment only.

Book your appointment online to reserve your DIY Test Kit pickup.

For those requiring extra support for accessibility reasons, please contact CHEO’s Patient Experience team at 613-737-7600, ext. 6720.

About the Do-It-Yourself COVID-19 Test Kit

The Do-It-Yourself Test Kit includes instructions, a registration form and a gentle and easy to use self-swab PCR test. Complete the self-swab on-site, in the car or back at home. Return it to our team at CHEO's main campus on the same day you picked it up, for processing at the lab.

Do-It-Yourself Test Kits are available for children and youth currently experiencing COVID-19 symptoms. Visit the Ottawa Public Health website to see the testing criteria for children & youth.

Watch this instructional video for children, youth and parents/caregivers on how to do the self-swab:

Looking for more information about COVID-19 testing?

View Ottawa's daily testing update

How to find my results

We know that the results from your test(s) will impact your household, whether it’s getting better from your illness or returning to child care, school and work. We want you to know your results as soon as possible, but there are sometimes delays processing results because of high demand. We appreciate your patience and understanding.

Will I get a call?

You will only receive a call if you tested positive (also reported as “detected”).

There are four ways to get your results:

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

If you have a valid OHIP number, you can check your results using the online portal.

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)

If you identified a primary-care provider (e.g., family doctor, nurse practitioner) at registration, your result will be sent to them. Please allow at least 72 hours before calling them.

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.

Do I need to self-isolate?

For latest guidance on what to do after testing, including when to end your isolation, read through this handout from OPH:

Tested, what now?

More information

For more information, including school forms (a form to help parents communicate with schools regarding their child’s testing), resources for self-care and mental health and more, visit the Ottawa Public Health website.

Kids Come First COVID-19 Care Clinic

Now located at CHEO's main campus, the Kids Come First Care Clinic is available for in-person assessment and care of children and youth with acute illnesses which include a fever, cough or runny nose.

Learn more and book an appointment.

Cartoon of COVID virus and testing swab

Virtual care

Learn more about virtual care at CHEO

Many clinics at CHEO are offering telephone and video appointments in some cases.

To learn more, or prepare for your upcoming virtual clinic visit or emergency department visit, visit our Virtual Care page.

Virtual care at CHEO

Hands holding an iPad with the CHEO website on it

Personal Protective Equipment (PPE) and preventing the spread of infection

Frequently asked questions

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?

If you're intererested 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?

Cartoon of a person wearing a face mask, face shield and rubber gloves

Pharmacy, medications and immunizations

Frequently asked questions

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.

Cartoon of cough medicine and other medication

More resources

Parenting, mental health and wellness

Explaining COVID-19 to kids

What is coronavirus?

Parenting, coping and mental health

Handouts

Parenting and coping

Parenting and coping: navigating the second wave of COVID-19

Websites

Phone numbers

Tele-health: 1-866-797-0000
Distress centre: 613-238-3311
Kids Help Phone: 1-800-668-6868 or text 686868

Back to school

How to wear a mask at school (available in 8 languages!)

Looking for this video in a different language? It's also available in:

French

Vietnamese

Cantonese

Mandarin

Spanish

Somali

Russian

Information on take-home COVID-19 testing

CHEO and Ottawa Public Health (OPH) are offering free take-home COVID-19 testing kits for students and staff at some schools. These kits are offered to students and staff who develop symptoms of COVID-19 or are identified as a high-risk contact. The take-home test kits include a combined mouth and nose swab that a child or adult can do themselves, or that can be done by a parent/guardian or caregiver. Visit Ottawa Public Health's website for more information on take home test kits, including the ethical framework used to prioritize and distribute the kits.

Hot topics — development and rehabilitation, fever and more

Development and rehabilitation

In response to this unprecedented time, CHEO’s Clinic for Augmentative Communication has put together the following resources for parents and their children/youth who use AAC (Augmentative and Alternative Communication).

From My Window is a communication display that can be placed on, or near a window with a view. The words/symbols can be used to take turns commenting on what is seen outside, with particular focus on the emergence of spring.
COVID-19 Explanation provides simply worded information, basic guidelines and positive affirmations that are supported with picture communication symbols (PCS) to aid understanding.

To all of our clients and families – we are thinking of you! Take good care, and stay well.