COVID-19

Last updated: August 8, 2020

Coming to CHEO? Fill out your online self-screening

If you have questions about CHEO's COVID-19 response, call our hotline: 613-737-7600 extension 6720.
If you have general questions about the COVID-19 virus, visit the Ottawa Public Health website.

Parent/Caregiver presence policy

When parents and caregivers come with their children and youth to CHEO, they’re not visiting. They are actively working as part of their child’s care team, providing us with vital health information only they would know and giving emotional support in a way only a parent or caregiver can.

In order to help keep everyone safe and minimize the chance of transmission of infections during this pandemic, family caregivers will be screened before entering CHEO's main campus, and will not be allowed to enter if they are sick. All children, youth and family caregivers must enter through the main entrance for clinic visits, or the Emergency Department in urgent cases. Other entrances are closed.

Until further notice and effective immediately:

To limit the number of people in the building, ONE parent/caregiver will be allowed to accompany children and youth while at CHEO, whether in clinic, or emergency department

Children and youth who are admitted as inpatients may have two designated parent/caregivers who can be present during the day. Only ONE may be on site overnight. Only those who have been screened daily will be permitted at the bedside.

Siblings who are not designated caregivers are not permitted. We appreciate that this requires you to make childcare arrangements for any siblings, and we are so thankful for your support in doing so.

Given the seriousness of this pandemic, it is important that designated caregivers refrain from coming to CHEO if they are feeling unwell or displaying symptoms such as fever or cough. Rest assured, CHEO will find extra support for your child if you are unable to be onsite due to sickness.

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 extension 6720.

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

Increasing clinical services

When will I receive a call about rescheduling my child’s or youth’s appointment, test or procedure?

Surgery, Medical Imaging and certain Ambulatory Care clinics that support surgeries and procedures are the first areas to restart scheduled, in-person services at CHEO. We are currently increasing the number of scheduled services in these areas gradually and carefully – always with everyone’s safety top of mind.

CHEO is currently calling to reschedule some postponed surgeries and medical imaging appointments based on medical need and urgency.

When your surgery or medical imaging appointment is ready to be rescheduled, your care team will call with more information. In most cases, you will receive a call at least two weeks before your new surgery or medical imaging appointment time. You may receive less notice if your case is urgent or a spot becomes available sooner.

We will also call you three days before for a pre-screening to ensure that your child or youth, and any close contacts, are not displaying symptoms of, or have risk factors for COVID-19. We may ask that you go for testing at this time, depending on the results of your screening.

What about other areas at CHEO?

All other areas at CHEO are working hard to plan for the safe and gradual increase of scheduled, in-person services. Teams continue to evaluate patient lists to understand which children and youth need to be seen more urgently. Find out what to do if your child or youth’s condition has changed.

We will keep you up to date as this work progresses. We are regularly updating this page with new information on our safe and measured increase of in-person, scheduled services.

Will CHEO continue to offer virtual appointments?

Yes! During the slowdown required by COVID-19, our clinicians have offered virtual care for many of our clinical services across CHEO, ranging from speech therapy to neurology. We will continue with virtual care whenever it is possible, as encouraged by the province.

In-person visits will continue when needed, including cases where children, youth and families are unable to connect virtually or would prefer to come in-person.

What if my child's or youth’s condition has changed?

If you feel your child's or youth's condition has worsened over this time, we encourage you to contact your family care provider for assessment. If the situation is urgent, please go to the nearest Emergency Department.

Throughout the pandemic CHEO has been evaluating patient lists to make sure that all children and youth are seen when they need to be. We have continued to see children and youth with urgent medical needs in-person, or virtually when possible.

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.
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.

Is my non-urgent CHEO appointment cancelled?

For more information, read through some frequently asked questions about increasing clinical services.

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?

If your child has an existing health condition, or requires complex care, it is very important you follow Ottawa Public Health’s preventive and preparation measures — especially if you are their primary caregiver. In addition, please:

do not hesitate to visit CHEO’s Emergency Department if your child is in need of emergency care — we are actively screening all patients for recent travel history, exposure to sick travelers and symptoms of illness
ensure you have 2-3 weeks of medication and medical supplies on hand
consider making a back-up support in the event your child’s primary caregiver becomes sick
ask anyone who will be in contact with your child if they have infectious symptoms and ask them to stay away if they do
limit your exposure to public places as much as possible — consider using a grocery delivery service, or asking for help from family and friends
contact your primary care provider or social worker with any additional questions or concerns you might have

Frequently Asked Questions for families who are often at CHEO

Tips and strategies for families

SickKids: Recommendations for School Reopenings

Should I come in for my scheduled volunteer shift?

Some on-site volunteer roles are able to resume this summer. If we are able to welcome you back to your role at this time, you will receive an email from our Volunteer Resources team with more information.

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 travelers, 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 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 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.

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 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. Here is a step-by-step guide of what to expect while our COVID-19 precautions are in place:

Before your visit: complete your online self-screening

Before coming to CHEO fill out your online screening questions on the day of your scheduled appointment. This will give you time to reschedule if required and will reduce your wait time when you arrive.

Complete your online screen!

Arriving at CHEO

Park is in the usual visitor parking and make your way to the main entrance. This is a special family-only entrance where you will show your self-screening email confirmation to our staff greeters and be given masks.

Plan to arrive 15 minutes earlier than you normally would. Because of all our enhanced safety measures you might need a bit more time to get to your clinic.

Read our current parent/caregiver presence policy.

Take some time to go over what to expect with your child or youth. All our staff will be wearing masks and PPE which can be a bit intimidating! Watch our superheroes behind the mask video with your child, or read the “What to expect at CHEO” fact sheet.

Wear a mask if you have a homemade cloth mask available to you. You will be given another mask after you are screened but masks from home are helpful in case you have to line up to be screened.

Main entrance screening and online screening

If you have completed your screening questions online, please have your clearance email ready to show staff when it is your turn.
If you have NOT completed your screening questions in advance, line up using the physical distancing markers in place for your safety. If you or your child are immunocompromised, let CHEO staff at the door know right away! We will safely get you to your clinic, without waiting in line.
Answer the screening questions. You will be asked a few simple questions about your family’s health and recent travel. Your answers will help CHEO staff know what precautions are required to keep you safe during your visit.
Put on the masks provided to you and your child. You’ll notice everyone will be wearing a mask at CHEO for your safety. Please make sure you wear your mask the entire time you’re visiting to help protect yourself and others.
Remove your gloves. If you are wearing gloves when you arrive, you will be asked to remove them and sanitize your hands because this is the best way to keep your hands clean. Hand sanitizer will be provided.

Getting to and from your appointment

Make your way to your clinic following the signs posted. Depending on the answers you provided during your screen, you might be escorted to and from your clinic.
Look for new signage in waiting areas that indicate where to sit, and try to perform hand hygiene and physical distancing whenever possible. Young children might have a harder time with physical distancing. Please do your best to make sure they are keeping physical distance too.
If you have been assigned an escort, wait for them to return and bring you back to the main entrance or the Max Keeping wing entrance. A staff member from the clinic would be happy to assist in calling an escort if they are not waiting for you after your appointment.
Sanitize your hands at the hygiene station and return 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 PPE with arms raised to show they're physically distancing

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?

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.

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Pharmacy, medications and routine vaccinations

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.

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.

Cartoon of a pill bottle and vaccine needle

More resources

Handwashing & preventing the spread of infection

Videos

Protect, don't infect

Wash your hands

Webpages:

Explaining coronavirus to kids

What is coronavirus?

Personal Protective Equipment (PPE)

Parenting, coping and mental health

Handout

Parenting and coping

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

Back to school during COVID-19: tips for parents and caregivers - CHEO fact sheet
COVID-19: Guidance for school reopening - SickKids, CHEO, Holland Bloorview, Kingston Health Sciences Centre, Children’s Hospital at London Health Sciences Centre, McMaster Children’s Hospital and Unity Health Toronto
Back to school recommendations for children and youth with special needs - Holland Bloorview

Asthma and inhalers

There is currently a shortage of the Ventolin inhaler. Quebec pharmacies may supply children 8 years and older with an alternative inhaler such as the Terbutaline Turbuhaler or Ventolin Diskus.

We know that this may not be a medicine you and your child are used to, and want to make sure you know how to take it. Here are some videos from the Ontario Lung Association showing you step-by-step how to use a Turbuhaler and Diskus. Call your physician or speak to your pharmacist if you have any questions.

How to use a Turbuhaler:

How to use a Diskus:

Info for families in our community and/or who are often at CHEO

Documents:

FAQ for families who are often at CHEO

Family Q&A videos:

When to come to the Emergency Department

When to come to the Emergency Department

Information and resources from our community partners

PCMCH: COVID-19 resources for children, youth and families

Resources in Inuktitut and Inuinnaqtun

Websites and organizations

Handouts

Fever

Fever

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.

Food resources in and around Ottawa

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

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