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96% of residents felt their Chartwell Residence took important measures to keep them safe during COVID-19. "Listening to Serve You Better" 2020 survey results.

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Chartwell’s Management of COVID-19

As Canada’s largest owner and operator of senior living communities, Chartwell has and continues to play a vital role in keeping our residents and our staff safe during these challenging times. Our employees have never been more dedicated to Making People’s Lives BETTER.

Did You Know?


More than 4,400,000 pieces of PPE

were sourced by Chartwell to keep residents and staff safe, many of which were brought in before it was required by Public Health authorities.


96%

OF RESIDENTS
felt their Chartwell Residence took
IMPORTANT MEASURES
to keep them safe during COVID-19*

*Chartwell's 2020 “Listening to Serve You Better” Survey Results


1500+

employees have been hired by Chartwell during the course of the pandemic.

Safety and outbreak prevention protocols


Chartwell has always maintained strong infection control protocols. When the pandemic began, we put into place enhanced infection protocols—in some cases ahead of provincial and health authority directives—that allowed our communities to help protect residents and immediately address any COVID-19 outbreaks:

Regular surveillance of resident health
Regular surveillance of resident health
PPE available and required for staff
PPE available and required for staff
Visitor restrictions as required
Visitor restrictions as required
Screening of visitors and staff
Screening of visitors and staff
Enhanced infection prevention & control education for staff
Enhanced infection prevention & control education for staff
Promotion of good hand hygiene and respiratory etiquette
Visitor restrictions as required
Increased cleaning and disinfection of high-touch surfaces
Increased cleaning and disinfection of high-touch surfaces
Physical distancing in dining rooms, common areas and elevators
Physical distancing in dining rooms, common areas and elevators

Chartwell’s commitment


When the pandemic was announced in March, Chartwell quickly and decisively implemented the following initiatives to help support our residences:

  • Implemented innovative ways to rapidly source PPE so staff had the equipment they needed early on
  • Launched a proactive recruitment campaign to ensure consistent staffing
  • Set up a 24/7 hotline with corporate specialists to support staff with questions
  • Established a COVID-19 email hotline for families and the general public
  • Posted transparent information on our website on outbreaks and COVID-19 response measures
  • Sent out weekly email communications to families, residents and staff to provide proactive updates
  • In July, launched a “Listening Tour” and survey for residents and families to collect feedback on future COVID-19 optimization

Keeping residents connected


Keeping residents connected

Chartwell staff were devoted to keeping residents engaged and connected to family through the pandemic while physical distancing measures were in place. Even while apart, our residents were never alone. Here are some of the ways residents remained social and entertained:

  • Staff helped to set up video calls between residents and their families
  • When not in outbreak, physical distancing dining experiences with fellow residents
  • In-suite activities, mobile happy hours and treat deliveries
  • Front lawn entertainment, hallway fitness classes and family car parades