Information for clients and families

Client Information

The Royal has measures in place to protect your health while you are in our care. While things may be done a bit differently during this time, please know that our team remains dedicated to treating you with care and respect.

While living with COVID-19 in our communities, The Royal has focused on continuing to provide care and support to clients and families in the safest way possible. Many appointments and group activities are taking place virtually. If you have questions about a specific program or service, please contact your care team. 

Mask Wearing at The Royal

We recommend that everyone wear a mask at all times inside our facilities.  There are also times when masks are required.  

The Royal’s staff will wear masks at all times while engaged in your care (for example, during all treatment, meetings, and group activities). This is a requirement for our teams.  

Clients must also wear a mask at the following times:

• Upon admission or when returning from community activities 
• When exposed to a COVID+ case.
• When experiencing symptoms of respiratory illness.
• In outpatient group settings.

There are signs posted at all of our facilities to help you know when masks are required and when they are recommended (but not required).  We also have masks for you to use.

Outpatient services

We conduct many outpatient appointments virtually using secure video-conferencing technology. Read this story to learn more about virtual appointments.   

Some outpatient appointments are conducted in-person. These appointments are scheduled based on individual clinical needs. If you feel that an in-person appointment is essential to your care, please discuss it with your clinical team. All in-person appointments must be scheduled. 

Here are some things you should know if you are coming in for a scheduled in-person appointment:

Leading up to your in-person appointment, you may be called by a member of the care team who will ask you a series of questions to screen for COVID-19 symptoms or potential exposure to COVID-19. If there is concern that you may have been exposed to COVID-19 or are currently experiencing symptoms, your appointment may be rescheduled. 

When you arrive for your appointment, you will need to self-screen for COVID-19 upon entry. If you are concerned that you may have been exposed to COVID-19 or are currently experiencing symptoms, your appointment will need to be rescheduled. 

• Please practice physical distancing on your way to your appointment and while in any waiting areas.

Visitor information

The Royal recognizes the important role care partners, families and friends play in the care, quality of life and well-being of our clients. At the same time, we are committed to reducing the safety of our clients and staff.

Mask wearing at The Royal

We recommend that everyone wear a mask at all times inside our facilities.  There are also times when masks are required.  

The Royal’s staff will wear masks at all times while engaged in client care (for example, during all in person treatment, meetings, and group activities). This is a requirement for our teams.  

Visitors and essential care partners must wear a mask when on inpatient units (unless you are alone with a client in their room or a designated visiting space).

Visitor Vaccination Protocol

The Royal’s visitor vacination protocol was developed in alignment with our regional partners, and requires that individuals coming onsite as visitors must be fully vaccinated against COVID-19 or have a valid exemption, and undergo self-screening protocols.

The Royal recognizes the important role care partners, families and friends play in the care, quality of life and well-being of our clients. At the same time, we are committed to reducing the risk of exposure to COVID-19 for clients and staff. Visitors are permitted at The Royal but will need to be fully vaccinated. With that said, there are a few exemptions where unvaccinated individuals may be able to enter one of our sites of care. They are as follows: 

• Individuals under the age of 12
• Those visiting clients at end of life
• Parents of children under the age of 18
• Individuals with a medical exemption (verified in the same method as the provincial vaccine passport i.e. a letter signed by a physician or nurse practitioner which clearly indicates the reason for the medical exemption) 
• Other critical or urgent circumstances (program approval is required in this circumstance)

If you would like to arrange a virtual or in-person visit with your loved one, please contact their treatment team. Visitor requests will be granted depending on availability, program scheduling and operational feasibility.

Self-screening measures are underway

Anyone entering the Royal Ottawa Mental Health Centre, Royal Ottawa Place or the Brockville Mental Health Centre is asked to self-screen for COVID-19. Anyone experiencing symptoms that could indicate a viral infection should not enter the building.

If a client who needs mental health care is experiencing symptoms and therefore not able to come onsite, their clinical team will work with them to ensure they receive the necessary support in other ways. 

Click here for CMHA tips to manage mental health during COVID-19