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.

During the COVID-19 pandemic, 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. 

Outpatient services

We are conducting most outpatient appointments virtually using secure video-conferencing technology. Read this story to learn more about virtual appointments.   

A limited number outpatient appointments will be conducted in-person. These appointments will be 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:

You will be required to wear a facemask that covers your nose and mouth. The hospital has medical-grade masks available for all visitors at  the main entrance, as well as sanitizing stations and self-screening questionnaires. Upon entry to our buildings, please  ensure you are  wearing a hospital-grade mask, performing proper hand hygiene, and self-screening for COVID-19. 

  • Visit this Government of Ontario website for information on how to select and use a mask/face covering
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’s visitor visitation 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

    Medical mask

    Ontario still requires masking at this location

    BY WEARING A MASK, we are better able to protect each other. 

    Please ensure that the mask covers your nose, mouth and chin.

    Coronavirus cells on blue background

    How will COVID-19 impact my care?

    Stop the spread of germs

    COVID-19 serves as a reminder of the importance of infection prevention and reducing the spread of germs. These practices will help to reduce the risk of spreading germs that are associated with the novel coronavirus and other viruses at any time of year:

    • Washing your hands often with soap and water for at least 20 seconds, or using hand sanitizer when handwashing is not an option 
    • Covering your coughs and sneezes with a tissue or your arm (and practicing hand hygiene after coughing and/or sneezing)
    • Staying home if you are sick or experiencing respiratory symptoms
    • Getting the flu shot and COVID-19 vaccines
    Woman conversing on a virtual appointment

    Tips for Virtual Appointments