Long-term care

Updates from provincial and municipal partners

Our health care partners provide frequent updates to safety protocols in long-term care. Follow these resources to see the latest recommendations:

Ontario Ministries of Health and Long-term care

• Updates and directives for long-term care
• Ministry of Health website
• COVID-19 information for the long-term care sector

Ottawa Public Health

• Novel coronavirus (COVID-19) information
• Professional resources for long-term care

Visiting long-term care homes

Older adults are especially vulnerable to serious and life-threatening complications from COVID-19. Staff are following best practices to ensure everyone’s safety, including screening all visitors and staff, as advised by the Ontario Ministry of Health, the Ministry of Long-term Care and Ottawa Public Health.

LTC homes are open to visitors, although there are some changes due to COVID-19. Details are in the practice and procedure on Visiting Long-Term Care.

Infection prevention

The homes have plans in place for infection prevention and control to prevent, detect, and reduce the spread of infection. For example:

Infection prevention and control training for visitors

• Video 1: How to Hand Rub (video by Public Health Ontario)
• Video 2: How to Hand Wash (video by Public Health Ontario)
• Video 3: Putting on Full Personal Protective Equipment (PPE) (video by Public Health Ontario)
• Video 4: Taking off Full Personal Protective Equipment (PPE) (video by Public Health Ontario)

Factsheet: Recommended Steps – Putting On and Taking Off Personal Protective Equipment (PPE)  (by Public Health Ontario)

Testing for COVID-19

• Staff and residents are each screened for symptoms regularly.
• Any resident with respiratory symptoms is isolated and tested. Staff showing symptoms are sent home and tested.
• Surveillance testing is regularly completed for long-term care staff, caregivers and visitors.

Confirmed cases of COVID-19

If a case is confirmed, the homes will follow directives from the Ministry of Long-Term Care and guidance from Ottawa Public Health.

New admissions

All new admissions and re-admissions are being tested for COVID-19 and may be temporarily placed on isolation as a precaution.

Personal protective equipment (PPE)

The province has prioritized the supply of PPE to long-term care homes. The homes have an appropriate supply of equipment to support everyone’s safety, and we are working with the province and suppliers to maintain that inventory.

What is long-term care?

Long-term care homes provide adults whose needs can no longer be met in the community a place where they can live and get:

• Help with most or all daily activities
• Access to 24-hour nursing and personal care

Find a long-term care home

There are 60 long-term care homes in the Champlain region, which includes Ottawa. Start your search for a long-term care home by visiting Ontario Health atHome – Champlain area or calling 310-2222 (no area code). Staff at Ontario Health atHome will:

• Determine if you or your family member is eligible for long-term care
• Tell you about the long-term care homes in your area
• Meet with you to discuss options for care
• Help you apply for up to five long-term care homes anywhere in Ontario, including up to three bed types in each home

Many long-term care homes have waiting lists. The wait time for a bed in a long-term care home can vary based on the level of care needed, type of room and the number of beds available. Ontario Health atHome manages the wait list and prioritizes placement based on individual needs.

Cost of long-term care

All personal and nursing care in long-term care homes in Ontario is funded by the government. Residents pay for room and board. Read more about the costs for long-term care.

Get help to pay for long-term care

If you don’t have enough income to pay for a basic room, you can apply for a government subsidy with the Ministry. Subsidies are not available for private or semi-private rooms. If you wish to apply for a subsidy and need help to fill out forms, contact your long-term care home or the Long-Term Care Action Line at 1-866-434-0144.

Other housing options with support services for seniors

Find out about home care and retirement homes.

We're on the lookout for volunteers to join our team! Working with staff, volunteers play a key role in the quality of life of long-term care residents.

• Provide Companionship and Support: Volunteers offer friendship, emotional support and someone to chat with.
• Promote Independence: Volunteers encourage residents to keep their independence. They help them with daily tasks and encourage them to participate in activities.
• Create Positive Experiences: Volunteers share life stories and memories. They bring joy, laughter, and a sense of purpose for both volunteers and residents.

Here are ways that you can help in Long-Term Care:

• Recreation Programs: Lead or help with activities to keep residents active and engaged.
• Spiritual and Palliative Care: Provide spiritual support, comfort and companionship.
• Friendly Visits: Regular visits from volunteers prevent loneliness and increase social connections.
• Mealtimes: Assist during meals to ensure a pleasant dining experience.
• Tuck Shop: Help in the tuck shop and make shopping easy for residents and visitors.
• Special Events: Help create fun and memorable special events.
• Students: Students can make an impact, gain skills and build their résumés.

For more information about our volunteer program, please visit the City’s volunteer website.

Thank you for considering volunteering with the City of Ottawa long-term care homes!

The City operates four long-term care homes:

• Carleton Lodge (161 licensed beds)
• Centre d’accueil Champlain (160 licensed beds)
• Garry J. Armstrong (180 licensed beds)
• Peter D. Clark (216 licensed beds)

The homes are accredited by Accreditation Canada.

Our care teams

All four of the City’s long-term care homes have registered nurses, registered practical nurses, and personal support workers on duty 24-hours a day to care for residents. Our Hospitality team takes care of food services, laundry and housekeeping. Our Recreation team plans events and daily activities.

Services

We provide the following services in each of our long-term care homes:

• Nursing and personal care on a 24-hour basis with access to medical professionals and services
• Help with:
  • Daily activities including bathing, personal hygiene, oral care, dressing and grooming
  • Mobility, transferring and positioning
  • Bedtime and rest routines
• Meals including special diets
• Laundry and housekeeping
• Social work support
• Social and recreational programs
• Religious and spiritual services
• Individual care planning
• Shared dining room, TV rooms, country kitchen, faith centre and libraries
• Units for residents who benefit from a secure space
• Physiotherapy
• Palliative and end-of-life care

Other services for a fee include:

• Hairdressing and barber services
• Audiology / hearing care
• Optometry / eye care
• Foot care
• Dental care
• Occupational therapy assessments
• Mobility equipment repairs

Rooms

Each of our homes offer both private and shared rooms with washrooms. The average room is 150 to 300 square feet, including the washroom.

• Each resident has a bed, dresser or built-in cabinet, night table and small chair
• Residents can personalize their rooms with their own things

For more information about rooms, refer to each of the City’s homes and floor plans.

There are common areas for family visits. Families can also book space for private events.

Plan of Care

Every resident has a written plan of care that is developed in partnership with the care team, residents and their families. The plan of care:

• Sets out the goals and clear directions for staff and others who provide direct care to the resident
• Is based on an assessment of the resident’s needs and preferences
• Includes medical, nursing, personal support, nutritional, dietary, recreational, social, restorative, religious and spiritual care
• Is revised at least every three months or as needed

Short-stay respite care residents must have a 24-hour admission care plan.

Food and nutrition

All food is planned based on the Ministry of Long-Term Care legislation.

Each home offers a 3- or 4-week seasonal menu. Menus are posted in the dining room area. Breakfast, lunch, dinner and snacks are served daily. Residents have a choice of two main entrées at lunch and dinner. Prepared plates are displayed in the dining area to help with the resident’s choice. Here is a sample daily menu.

Breakfast:

• Apple or cranberry juice
• Dry cereal or rolled oat cereal
• White / brown toast with butter / jam
• Scrambled egg

Lunch:

• Creamy coleslaw
• Tomato juice

Choice of roast beef and onion gravy or glazed chicken tenders

• Mashed potatoes
• Oriental mixed vegetables
• Bread and butter
• Banana
• Orange cake

Dinner:

• Chicken noodle soup
• Tomato juice

Choice of:

• Macaroni and cheese
• Pork coriander
• Mashed potatoes
• Stewed tomatoes
• Peas
• Apricots
• Lemon tarts

Activities

Each home plans weekly activities for its residents. Activities include arts and crafts, exercise, movies, games, guest entertainers, and more. Activity calendars are posted in the homes and are available by email upon request to help family members plan their visits. Here are some of the activities in the homes:

Exercise

• Fitness classes
• Sports
• Lawn games
• Dance programs
• Gardening and garden walks

Intellectual

• Trivia
• Mobile library
• Card and word games
• Reading and education groups

Social / emotional

• Tea time
• Pub Happy Hour
• Garden visits
• Bingo / musical bingo
• Baking / cooking groups
• Live music / entertainment
• Sing along
• Pet visits / zootherapy
• Manicures
• Doll therapy
• Art therapy
• Painting / colouring group
• Knitting club
• Sports bar / sports viewing
• Movie night
• Montessori activities
• Snoezelen Room
• Volunteer visits

Special events

• Family BBQs
• Holiday parties
• Monthly birthday celebrations
• Outings

Spiritual

• Religious services (Catholic mass, Protestant service, and others by request)
• Hymn sing
• Pastoral care and spiritual care volunteer visits
• Other spiritual services may be offered on request

Adult Day Program

Carleton Lodge and Centre d'accueil Champlain offer Adult Day Programs for seniors who have dementia or face other barriers that prevent them from taking part in regular activities. Small group activities promote good health and social interaction. The programs also provide a break for caregivers.

To apply for an adult day program, contact the Home and Community Care Support Services Champlain or call 310-2222 (no area code).

Residents’ Council

Each long-term care home has a Residents’ Council. We encourage residents to join. The council meets once a month to:

• Discuss concerns
• Suggest changes
• Plan social activities

Feedback from the Residents’ Council helps our care teams improve services and programs to better meet the needs of residents.

Family and Friends Council

Each of our homes has a Family and Friends Council where friends and family of our residents work together to improve the quality of life for all residents. The council provides information sessions and advocates to improve services. Family Councils are also a way for families to give each other support, encouragement and information.

Resident satisfaction surveys

Once a year, residents and caregivers can take part in a resident satisfaction survey. This survey gives residents an opportunity to give feedback anonymously.

What is person-centred care?

Historically, long-term care homes have provided care that is clinical, institutional, and task focused. Person-centred care focuses on fostering relationships and creating home-like environments. It benefits residents by bringing more choice, autonomy, and purpose to their lives. A person-centred approach also makes the work environment more positive and engaging for staff.

Custom approach

The City’s Long-Term Care Homes have developed a custom approach to care based on person-centred design research. The approach includes person-centred design principles, training, and processes to support culture change.

Design principles

The design principles reflect feedback from residents, their families, and staff. They are the foundation of the City’s person-centred care approach:

• Meaningful
• Flexible
• Home-like environment
• Culture change
• Inclusion
• Continuous improvement
• Continuity
• Resourcing

Implementation

The approach pilot started in May 2023 on two neighbourhoods (units) at two City long-term care homes. It is being launched in at least one neighbourhood at each City home. 

An initial evaluation found that the City’s investment in person-centred care in long-term care homes has a positive impact. Some initial key findings from the pilot show benefits in resident quality of life, family engagement and staff satisfaction.

More information can be found in the Long-Term Care Person-Centred Care Update to City Council.

Next steps

The City will continue using the person-centred care approach. Over the next few years, it will be rolled out across the four City-run homes.

The City of Ottawa's long-term care homes are working with the Registered Nurses’ Association of Ontario (RNAO) to become a Best Practice Spotlight Organization®.

The Best Practice Spotlight Organization® program is a quality-improvement initiative that focuses on establishing and implementing specific best practices and measuring performance against global healthcare standards.

The City started this three-year initiative in 2023. The City’s long-term care homes are implementing the following best practices:

• Focusing on Person- and Family-centred care
• Preventing falls and reducing injury from falls
• Supporting adults who require assistance with oral health

Long Term Care Homes:

• Carleton Lodge
• Centre d'accueil Champlain
• Garry J. Armstrong
• Peter D. Clark

Subject:  Visiting Long-Term Care Homes
Division:  Administration
P & P no:  750.122
Approval date:  August 2022
Approval authority:  Long Term Care Management Team
Revision/review date: May 2023

References:

• Fixing Long-Term Care Act, 2021
• Ontario Regulation 246/22
• Residents’ Bill of Rights
• Ministry of Long-Term Care COVID-19 guidance document for long-term care homes in Ontario

Form #:  Designated Caregiver Form

Practice

The City of Ottawa’s Long-Term Care Homes adhere to the visiting requirements in the Fixing Long-Term Care Act, 2021, O. Regulation 246/22.

During the COVID-19 pandemic, the homes also follow the Ministry of Long-Term Care’s (MLTC) Minister’s Directive: Covid-19 response measures for long-term care homes and the COVID-19 guidance document for long-term care homes in Ontario.

The practice and procedure on visiting long-term care homes incorporates the following important principles:

• Safety
• Emotional well-being
• Equitable access
• Flexibility
• Equality

Procedure

Please consult the information below for current visiting guidelines. It is important that all visitors abide by these guidelines, to ensure the safety of residents, staff and other visitors. If you require clarification on any of the instructions below, please ask a staff member, or contact the home prior to your visit.

City of Ottawa Long-Term Care Homes are committed to upholding these guidelines to ensure the highest level of safety and protection for residents, visitors and staff. Visitors who do not follow the guidelines of this document may be asked to speak with a member of management, undergo additional training, or leave the building, in accordance with Appendix A: Visitor Non-Adherence.

Types of visitors

Essential visitors include:

• Support workers, who perform an essential support service for the home or for a resident of the home
• Caregivers, who provide support or assistance to meet the needs of the resident, including providing direct physical support with activities of daily living, or social, spiritual or emotional support.
• People visiting residents who are palliative or very ill
• Government inspectors with a statutory right to enter a long-term care home to carry out their duties

General visitors include people who are visiting for social reasons or who are providing non-essential services. During outbreaks, there may be some restrictions on general visitors.

Designating caregivers

Designated caregivers must be designated by the resident or their substitute decision maker. Individuals under 16 years of age must have approval from a parent or legal guardian to be designated as a caregiver.

To designate an individual as a caregiver, residents or their substitute decision makers must complete the Designated Caregiver Form and return it to reception.

Limitation on visits

There are no restrictions on the number of visitors who can visit a resident at a time.  However, any plans to have more than four visitors in the home at a time should be discussed with staff in advance. There are no restrictions on frequency of visits or length of time.

General visitors are not permitted to visit residents who are isolating or areas of the home that are on outbreak.

Limits on visits may change based on current guidance from the Ministry of Long-Term Care or recommendations from Ottawa Public Health.

The reception desk in the home can provide information on regular visiting hours and building access.

Infection prevention and control information

During the COVID-19 pandemic, all visitors, both essential visitors and general visitors, must review the training material before entering the home.

Screening and testing

Active screening is not required.  All visitors must self-monitor and postpone their visit to the home if they have symptoms.

Personal protective equipment

Caregivers who are visiting a resident who is on isolation must wear full personal protective equipment (PPE) for droplet-contact precautions, including mask, gown, gloves and eye protection. N95 respirators will be available for caregivers who are visiting residents who are confirmed or suspected as positive for COVID-19. 

Permitted activities

Visitors may bring food or drinks to a visit to share with the resident in the resident room or a designated area. At the current time, the homes are not able to provide meals for visitors to eat in resident rooms. Visitors are not permitted to eat meals in the communal dining areas or common areas of the home.

Palliative and emergency situations

The screening requirements for support workers, caregivers and general visitors do not need to be followed in an emergency or palliative situation, subject to any restrictions or requirements contained in the Minister’s Directive: COVID-19 response measures for long-term care homes.

Visitors of residents who are very ill or imminently palliative are allowed in the home at any time, including during outbreaks, subject to direction from Ottawa Public Health. There are no restrictions on the length or frequency of their visits, however, there may be some limits on the number of visitors at a time.

Private care providers (sitters)

Private care providers (PCPs) (Sitters) are required to adhere to the guidelines above. If the PCP is a documented designated caregiver, they should follow those criteria, if not, they should follow criteria for general visitors.

Visitors requiring a support person

Visitors who require a support person are permitted to visit with their support person. The support person must follow all screening and PPE requirements. Visitors requiring a support person should inform the home in advance.

Responsibilities of the home

Staff undertake the following responsibilities to ensure visits take place as safely as possibly:

• Supporting residents in receiving visitors while mitigating risk of exposure to COVID-19
• Obtaining and documenting information from residents/substitute decision makers regarding designated caregivers
• Reception staff to obtain the signed Designated Caregiver Form from the resident/substitute decision maker and enter the names of designated caregivers as ’Approved Visitor’ under ’Resident Contact/Associations’
• Maintaining a list of visitors that is available for staff to access in MED e-care
• Reception staff will run a report for ’Resident Contact/Associations Full' in MED e-care and deliver to the screening desk at the end of each day
• Providing training to visitors
• Providing the following PPE:
  • Surgical/procedure masks, gloves and gowns, for essential visitors as required
  • Surgical/procedure masks for general visitors for indoor visits
• Supervision of visits is not required, but the home has discretion to supervise as needed to manage health and safety while respecting resident’s rights

Outbreaks

There may be changes to visiting during outbreaks

• Essential visitors and support workers are the only types of visitors allowed in the home when the home is on outbreak, or if the resident being visited is on isolation or has symptoms of COVID-19
• Ottawa Public Health may provide additional direction on visiting guidelines when a home is in outbreak

Visitor log

The home shall maintain a visitor log for a minimum of 30 days, which includes the:

• Name and contact information of the visitor
• Time and date of the visit
• Name of the resident visited

In Ontario, the Ministry of Health and Long-Term Care regulates, inspects and sets out the resident fees for all long-term care homes.

Provincial standards for long-term care homes are set out in the the Fixing Long-Term Care Act, 2021 and Regulation O. 246/22. This includes the Residents’ Bill of Rights.

The ministry conducts annual inspections of each home. All reports are public and displayed in the long-term care homes. Read reports on long-term care homes on the Ministry’s website.

Emergency plans

The City of Ottawa has a comprehensive Emergency Management Plan that outlines how the City is prepared to handle emergencies.

Each long-term care home has emergency plans in place to respond to specific emergency situations in the homes. All staff receive training on how to respond to the following emergency codes:

• Code Black: bomb threat
• Code Blue: medical emergency
• Code Brown: chemical spill
• Code Green: evacuation
• Code Grey: loss of essential service
• Code Orange: community disaster
• Code Red: fire
• Code White: violent outburst
• Code Yellow: missing resident

More information is available in the Emergency Measures Overviews [ 173 KB ].

The City of Ottawa long-term care homes also follow a Pandemic Response Plan [ 380 KB ] during pandemics.

Health information

The City is responsible for protecting health information under the Personal Health Information Protection Act (PHIPA). The act has rules to protect personal health information while in the City’s care.

Complaints and concerns

The way to make your complaint depends on the type of complaint. There are two types of complaints:

1. Non-urgent complaints - these include less serious complaints related to diet, activities or care. Contacting a home directly is often the best and fastest way to address a problem. All complaints are taken seriously. If a resident or family member has a complaint, they can inform the nurse or manager at the home over the phone, or in writing. All complaints are investigated, and a response and resolution are provided to the person who made the complaint.
2. Urgent complaints - These include cases of harm, neglect or danger to residents. The ministry will respond quickly to urgent complaints — in some cases, on the same day. To report an urgent complaint, contact the home directly or call the Long-Term Care Family Support and Action Line toll free at 1-866-434-0144.

All complaints are taken seriously. If a resident or family member has a complaint, they can inform the nurse or manager at the home over the phone, or in writing. All complaints are investigated, and a response and resolution are provided to the person who made the complaint. 

By law, some complaints must also be sent to the Ministry of Long-Term Care by the home. For more information about types of complaints and how to make them, visit the Ministry’s website.

Social housing

The Social Housing Registry of Ottawa maintains the centralized waiting list for all social housing in Ottawa. To apply for a social housing unit, contact the Social Housing Registry at 613-526-2088 or visit 2197 Riverside Drive, 5th floor.

Property tax deferral

If you are 65 or older, own your home and your total household income from all sources is $42,749.00 or less, you can apply for a deferral of your current property taxes. Learn more about the full and partial property tax deferral program or call 613-580-2424, ext. 31490 for more information or to receive an application by mail.

Residential services homes or supportive housing

Residential Services homes provide permanent housing with some supports for daily living. The City of Ottawa subsidizes the cost of lodging and some care for adults residing in privately run domiciliary hostels.

Emergency housing

If you require emergency shelter, call 613-560-6000 Monday to Friday from 8:45 am to 4 pm or 3-1-1 after hours and on weekends.

Emergency financial assistance

In times of crisis and where no other financial resource is available, emergency assistance may be provided through the Employment and Financial Assistance branch. An emergency situation might include a health-related crisis, family violence, theft, fire, flood, pending eviction or other situations. Call 613-560-6000 to apply.

Help for people not receiving social assistance

If you are 65 or older with a low income and asset level, you may be eligible for the Essential Health and Social Supports program to help cover the cost of health-related items and services, such as prescription drugs, eyeglasses, dental care, diabetic supplies, incontinent supplies, bathroom aids, respiratory supplies, hearing aids and mobility devices. Call 613-560-6000 to apply.

Home Support Services