COVID-19 FAQ's For our Clients Receiving Care at Home
What can I expect during my home visits throughout the pandemic?
In keeping with Public Health guidelines, we are actively screening all clients and family members for COVID-19.
Please be advised that at every single in-home visit, we will ask the following questions:
CANES PSWs are required to wear surgical masks, gloves and either a face shield or goggles for all home visits where the PSW is providing direct client care. If a client has active flu-like symptoms or has been diagnosed with COVID-19, PSWs will also wear gowns, in addition to the personal protective equipment (PPE) listed above.
We are fully compliant with all recommendations from Public Health officials. All of our PSWs are specially trained in best practices around infection control, hand hygiene and preparedness for COVID-19. We provide regular updates and education to our PSWs to ensure they stay safe in the community.
As a client, what will CANES ask of me?
To keep you and our workers safe, whether it be a PSW, one of our Drivers, or Handymen, we ask that family members try to keep their distance from our employees as much as possible.
If you have any masks at home, please consider wearing one when your PSW visits your home, or Driver is taking you to a medical appointment.
We also remind you to please follow Ontario regulations regarding physical distancing. All Ontarians should stay at home at all times except for essential reasons such as medical visits, grocery shopping and/or pharmacy visits. If you go for a walk, please stay at least 6 feet (2 metres) away from other people at all times.
You should not be receiving any other visitors during this time, even if they are family members. If someone is shopping for you, they should leave the items for you at your door, maintain 6 feet (2 metres) physical distancing, and should not enter your home.
I would like to place my services on hold until the pandemic is over, what do I do?
Please contact our office. We will place your services on hold due to COVID-19. This hold will remain in place until you contact us again to resume services. You will not lose your service if you put it on hold due to COVID-19.
We cannot guarantee that you will get the same PSW back after you resume service, however we will make every effort we can to restore your services back to how they were pre-pandemic.
I am experiencing flu-like symptoms, or I have tested positive for COVID-19. What should I do?
Please call our office immediately. A Client Services Supervisor will follow up with you. CANES will work with you to prepare a plan of action that will protect our PSWs while being able to provide any essential care that you may need.
Will my PSW or homemaking services be cancelled because of COVID-19?
As the number of people in Ontario with positive COVID-19 tests continues to rise, the chances of a CANES client or PSW coming into close contact with someone who has tested positive also increases. Know that as soon as we become aware of any situation where this has happened, we will act swiftly with direction from Toronto Public Health to prevent further spread of infection.
Please understand that we will work through each affected client’s situation on a case by case basis. Our first priority is always to ensure the safety of our clients and our employees. We may need to cancel or modify services to prevent the spread of infection on very short notice. We ask for your patience as we continue to work through this challenging time.
I returned from my international travels (including the U.S.) and want my services resumed. What are the steps I need to take?
At this time, by law, all individuals returning to Canada must self-isolate for 14 days. This means you cannot leave your house for any reason, including buying groceries, for 14 days after arriving to Canada.
Please contact our office and let us know that you have returned to Canada recently. A Client Services Supervisor will follow up with you to complete an assessment, and make a plan as to when you can resume service.
What is CANES doing to protect PSWs who can't work now or have to stop working?
The well-being and safety of our clients and staff is, and always will be, our priority. We continue to work closely with the Ministry of Health, Public Health Agencies and other community partners to ensure we have the latest information, and can educate and equip our staff and clients as best as possible. Our PSWs have access to our Employee Assistance Program, which provides counselling services at no cost to them.
What precautions are being taken when my PSW goes to several clients, and then comes to me?
Infection prevention is especially important when PSWs are moving from client to client. This is why our PSWs are performing screening assessments prior to each client visit and practicing precautions as directed by Public Health. They have been provided training and education on the correct techniques for donning and doffing personal protective equipment between clients. PSWs are also trained to practice hand hygiene before and after every client visit, as this is the best way to prevent the spread of infection.
Why can't I get the same worker for all my visits?
Continuity of care is something that we take very seriously and it is wonderful when we have the ability to schedule a single worker for each client. However, this is not always possible, due to scheduling conflicts related to the provision of time-sensitive care to other clients as well as PSW availability.
Is it possible to limit the number of PSWs being sent to cluster care sites/retirement homes due to COVID-19 precautions?
Yes, this is something that we are working towards and have already put in place at numerous retirement homes where we now have assigned a dedicated group of PSWs that will provide service only to that building. This decision has been made for numerous reasons including limiting the risk of spread of infection to our clients and PSWs.
