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 places and times where masks are required, such as during outbreaks or if you have been exposed to COVID-19.  

The Royal’s staff will wear masks while engaged in your care (for example, during all treatment, meetings, and group activities). 

Clients must wear a mask at the following times:

• When exposed to a COVID+ case.
• When symptomatic (and required to leave isolation).
• 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 visitors and essential care partners wear masks at all times while at The Royal. In addition, visitors and essential care partners will be required to wear masks on inpatient units unless they are in a one-to-one setting with a client, either in their room or in a designated visiting space. There are also times where masks are required, such as during outbreaks.  

The Royal’s staff will wear masks while engaged in care (for example, during all treatment, meetings, and group activities). 

Visitor Vaccination Protocol

The Royal recommends that all visitors and Essential Care Partners (ECPs) remain up-to-date with their COVID-19 vaccinations.

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