Frequently Asked Questions for Family Members

Updated on April 24, 2020

Resident Updates and Testing

Are residents being tested for COVID-19?

Residences with a COVID-19 positive case are working closely with local health authorities to test all residents. The timing of the testing differs according to each public health authority, who oversee it, and you will be contacted when the process has begun and when the results come in.

How will I know if my loved one tests positive?

Families are called 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.

How can I get general updates on the status at the residence of my loved one?

We make every effort to keep families informed through phone calls, voice-recorded messages and letters. Updates are also shared on our ​website​.


Protocols in Residences

What is being done to protect residences?

Extensive infection prevention and other precautionary measures are being used to try and stop the spread of COVID-19. For more information, please see our section with messages from our President and CEO.

How is personal protective equipment (PPE) being used in residences?

All provincial protocols are in place in our residences. Every residence has an adequate supply of PPE and procuring further resources remains a top priority for the duration of the pandemic and beyond. Team members are wearing surgical masks at all times when in a residence, as directed by Public Health. N95 masks are only indicated for aerosol generating medical procedures with COVID-19 positive residents and when a regulated health professional deems it necessary.

What measures are being used to prevent team members from coming in with COVID-19?

Team members are required to work at only one residence to help prevent the spread of the virus. They must wear a surgical mask at all times, be actively screened when they arrive for work, and have their temperatures checked twice daily.

Are you implementing physical distancing in the residences?

Physical distancing is being practiced, to the extent possible, in the common areas. Recreational programming has been adapted to allow for physical distancing. In residences with active COVID-19 cases, residents dine in their rooms and there are no group programs.

What sort of deep cleaning is done at the residences?

The frequent rigorous cleaning and disinfecting of all surfaces is being used to prevent the spread of COVID-19.

Can residents come in and out of a residence?

For the protection of residents, they may not leave the residence other than for approved emergency/essential appointments.

What protocols are required for residents who are moving in?

Any new residents moving in at a long term care or retirement residence must test negative for COVID-19 and will be isolated for 14 days.


Visitors, deliveries and contractors

Can I visit my loved one?

Only essential visitors are allowed to enter after screening for compassionate reasons or because of a serious health situation of a resident.

Can I drop something off at a residence?

In order to allow team members to focus on the needs of residents, we ask that families not drop off or send any non-essential items to a residence.

Can private companions come in?

Private companions are considered an essential visitor, as they provide direct care to residents. As with team members, they must follow very stringent protocols including active screening and temperature checks prior to entering the residence.