Updated on November 30, 2020

We are committed to ensuring you have the information you need about how we are supporting the continued health and safety of our residents and providing answers to your questions. That’s why we have regularly scheduled town halls, send bi-weekly newsletters and a dedicated call centre.  The website, including this FAQ, is a reflection of that commitment.

If you have a question we haven’t answered here, please reach out to your care community directly or feel free to send it to us at: COVID19-Questions@siennaliving.ca. For general information, you may also wish to reach out to our call centre at 1-866-959-4848.

Resident Care

Will residents be given flu shots amidst the COVID-19 pandemic?

The seasonal influenza vaccination is an important protection for team members, residents and family members. Vaccinations will be available for residents and team members at each residence and care community, beginning in October 2020. This short segment on the flu shot with our Chief Medical Consultant, Dr. McGeer provides more information.

What sort of support is Sienna offering to families?

We are committed to providing support to families of residents and have developed.

• Family Support Program: We know that many family members have struggled with loss, separation and grief over the last few months. Managing overall mental health and time for self-care is challenging when coping with the psychological impacts of COVID-19. Feelings of added stress, anxiety, loss or grief are all common emotions that can be better managed with effective coping strategies. Sienna has partnered with Morneau Shepell, a leading employee and family assistance provider, to deliver well-being services to families who have been grappling with the direct effects of having a loved one in long-term care during the pandemic. We invite you to watch a series of wellness webinars located on our Family Resources page.

Connecting with Loved Ones

Can I visit with my loved one in person?

Working closely with health authorities, and with the guidance of our infection protection and control experts, we have developed guidelines and visiting protocols across all of our residences, which we review regularly. The protocols we put in place are to ensure families can safely connect with their loved ones in a manner that helps prevent the spread of COVID-19.

We have dedicated pages to keep you informed on the latest guidelines and protocols in place at our residences.  Please check out the visitor information pages for long term care or retirement to understand how visiting your loved one in person will be affected.

What other ways can I connect with my loved one?

We understand how meaningful it is to connect with your loved one and there are a number of ways you can do so if in person visits are not possible, including phone calls and video chats whenever possible. Please contact your loved one’s residence directly to arrange these important touchpoints.

Will I be able to take my loved one home for short-term stays?

For the safety of residents, temporary and short-term absences have been put on hold. Absences for long-term care and retirement residents are limited to those for medical or compassionate reasons. If a resident does choose to leave, upon their return the team may implement any precautions that would be necessary to protect everyone at that residence, including a 14-day isolation. Residents and family members should discuss with the care team the implications for care on return to the residence.

We know that the changes to resident absences make it more challenging to spend quality time with your loved ones, but after consulting our medical and infection control experts and in alignment with provincial directives, we feel it is best to restrict visits both inside and outside of our residences.

As visiting guidelines continue to shift, we encourage you to check our website regularly for updates.

Life in the Residence

Can a resident leave to go to an appointment?

Absences for long-term care and retirement residents are limited to those for medical or compassionate reasons. If a resident must leave, upon their return the team may implement any precautions that would be necessary to protect everyone at that residence, including a 14-day isolation. Residents and family members should discuss with the care team the implications for care on return to the residence.

When will recreation activities start again?

In residences without COVID-19 cases, we are often able to continue with small group activities with strict physical distancing practiced. Families are encouraged to reach out to residences for the calendar of activities. In situations where there are COVID-19 cases, engaging in one-on-one activities may take place in consultation with Public Health.

When will dining rooms re-open so residents can dine together?

For the protection of residents, we are following provincial directives related to gatherings and physical distancing to ensure resident safety:

• For retirement residences not in outbreak, dining rooms are open and physical distancing is being practiced by limiting one person per table. Only couples who live together can dine at the same table.
   
• For long-term care residences not in outbreak, dining rooms are open where physical distancing can be achieved. Modifications including different seating times are also used to maximize safety and enjoyment of dining.
   
• In any residences (long-term care or retirement) with COVID-19 cases, isolation protocols are in place and, where directed by Public Health, residents dine in their rooms.

What are you doing to alleviate resident loneliness?

We understand that physical distancing and the limitations on family visits can be difficult for residents. Our team members are doing their absolute best to bring comfort and compassion to residents to help them cope during this challenging time. We have many programs developed to engage and entertain residents while following safety protocols. Please feel free to ask about specific programs at your loved one’s residence and visit our dedicated webpage that shares heartwarming stories from all of our residences.

Resident Updates and Testing

Are residents being tested for COVID-19?

Any resident exhibiting symptoms is tested immediately, even if they had previously tested negative. Residents may also be tested if there is a positive case or outbreak within the residence.

How will I know if my loved one tests positive?

Families are called by a member of our team as soon as Public Health shares COVID-19 test results for a resident or if there is a change in their loved one’s health.

Are team members being tested for COVID-19?

In Ontario, team members are tested weekly in all of our long-term care communities and bi-weekly in retirement residences.  In BC, it is the recommendation of Public Health that only people with symptoms or people otherwise identified by a health professional should be tested for COVID-19. Routine testing of asymptomatic people is not recommended in BC.

What does it mean when a case has been “resolved”?

Resolving cases is a time-based approach to determining that a person is no longer at risk of developing symptoms, and is no longer contagious. In general, direction from Public Health is 10 to 14 days from the date an individual was tested, with the last 3 days being symptom free, means they are considered clear of the virus. People can continue to test positive for 90 days after their first positive result, so consecutive testing is not recommended.

Keeping Residents Safe

What is being done to protect residents?
We work with Public Health and follow all provincial directives in each of our residences. Extensive infection prevention and other precautionary measures are used as we endeavour to stop the spread of COVID-19, including:

• Personal Protective Equipment (PPE) usage: All provincial protocols related to PPE are in place at our residences and we have an adequate supply in all of our residences. Team members and essential visitors wear surgical masks at all times when in a residence, as directed by Public Health and when required may wear an N95.
   
• Team Member: Team members are required to work at only one residence to help prevent the spread of the virus. Single site employment is a practice we have had in place since March 2020. In addition to wearing a mask at all times, they are actively screened when they arrive for work and have their temperatures checked twice daily.
   
• Cleaning: Frequent, rigorous cleaning and disinfecting of all surfaces is being conducted to prevent the spread of COVID-19.
   
• Physical Distancing: Residents and team members are practicing physical distancing, to the extent possible, in the common areas.
   
• Isolation protocols: Residents who test positive for COVID-19 are isolated to their room, where all services are provided, and team members wear personal protective equipment (PPE) in every care interaction with them. If the room is shared, all residents in the room are isolated. In some situations, residents and team members may also be cohorted to provide dedicated care and services.
   
• Move-ins: Any new residents moving must test negative for COVID-19 and will be isolated for 14 days.

What are you doing to manage staffing shortages?

We have an extensive management plan in place to ensure our care communities are well staffed at all times. This includes:

• Continuous centralized recruitment efforts
• Offering full-time positions to part-time team members
• Outreach to health care partners and community agencies
• Contracts with staffing agencies for additional support if needed
• Cross-training for team members who may be reassigned within the community
• Training volunteers for hire and expanding the definition of essential visitors to include family members
• Redeployment team members into residences as needed

Deliveries and Contractors

Can I drop something off at a residence?

Package drop-offs are welcome and we have protocols in place to ensure this can be done safely. Please check with your residence to find out more.

Can private companions come in?

Private companions are considered an “essential visitor” according to provincial directives, as they provide direct care to residents. As with team members, they must follow very stringent protocols including regular COVID testing (in Ontario), active screening and temperature checks prior to entering the residence and use PPE.

How do I stay informed about what is happening at the residence?

We continue to roll out new initiatives to supplement existing methods of communication, as we understand that maintaining open lines of communication is very important.

• Newsletters: We are focused on delivering regular, informative communications with families. Every two weeks, residences publish a newsletter with updates about any outbreaks, new guidelines, and the resumption of programs, services and activities in the community.
   
• Town Halls: Once per month, every care community hosts a virtual town hall with families of residents in long-term care, so they have direct access to the leadership teams and can ask important questions in an open forum. 
   
• Website: Our website is continuously updated with the latest news and information about outbreaks in our residences, visiting guidelines, government directives and more.
   
• Direct Messaging: We provide direct communication to families via email or phone if there is a suspected or confirmed outbreak within your loved one’s residence.
   
• Call Centre: We have a call centre accessible for our residents and families, run by our in-house, dedicated team members who understand the sector and are equipped to answer questions. You can reach the Call Centre at: 1-866-959-4848.