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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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Visitor Information


Alberta Long Term Care and Assisted Living Residences

We are seeing great progress being made on the COVID-19 vaccination front with millions of vaccine doses having been administered across the country. That is great news as we know the vaccine is working at bringing down the COVID-19 case counts and helping to stop the spread. We are also continuing to see the easing of restrictions and are welcoming this increased freedom as this gives our residents and families the ability to make up for lost time. Your support throughout the pandemic has been invaluable and we are so grateful that the end is in sight. We will continue to keep you updated on changes to current directives as they become available. Please continue to follow all local Public Health directives, get your vaccination and continue to practice hand hygiene, masking and social distancing.

Starting July 13, the following changes are in effect:

All visitor restrictions have been lifted and homes no longer have to follow any special COVID-19 visiting policies.

  • There is no longer a distinction between social visitors and designated family/support persons
  • Residents no longer have to identify designated family/support persons for care needs in advance
  • Unless a home is in outbreak, there are no limitations on visitors in the homes, including the number of visitors that are permitted at one time
  • Outdoor visits and indoor visits are permitted.
  • Visitors are permitted to meet with residents in suites, and in all common areas, activity rooms, and dining rooms.
  • All visitors will be screening for signs and symptoms of illness, including COVID-19 prior to the visit. Temperature readings are no longer required.
  • Visitors are required to provide a name and contact information for contact tracing.
  • When visiting a resident requiring additional precautions (i.e. droplet and contact precautions) all visitors will need to also use an required personal protective and limit their movements throughout the residence while visiting.
  • If a visitor is unable to adhere to appropriate precautions, the visitor shall be excluded from visiting.
  • Continuous masking is required for visiting persons in common areas (but can remove their mask in resident rooms or other private spaces).
  • It is strongly recommended that visiting persons who are not yet fully vaccinated (including children under 12 years old) keep their mask on at all times and in all areas of the building.
  • AHS Resident and Family Fact Sheet-COVID-19 Restrictions - (PDF)
  • Cover Your Cough - (PDF)
  • Physical Distancing - (PDF)
  • PPE for Visitors - (PDF)
  • Hand Hygiene - (PDF)
  • Hand Sanitizer - (PDF)

Long Term Care and Assisted Living Residences

British Columbia Long Term Care and Assisted Living Residences

We are seeing great progress being made on the COVID-19 vaccination front with millions of vaccine doses having been administered across the country. That is great news as we know the vaccine is working at bringing down the COVID-19 case counts and helping to stop the spread. We are also continuing to see the easing of restrictions and are welcoming this increased freedom as this gives our residents and families the ability to make up for lost time. Your support throughout the pandemic has been invaluable and we are so grateful that the end is in sight. We will continue to keep you updated on changes to current directives as they become available. Please continue to follow all local Public Health directives, get your vaccination and continue to practice hand hygiene, masking and social distancing.

Prior to entering a Chartwell Retirement Residence in British Columbia as an essential visitor, you will be required to complete the Essential Visit Assessment form and have it signed by the General Manager. Once your form is approved, you will not need to complete this form again, however your visits to the residence will be recorded at your time of arrival and departure.

We thank you again for your partnership in keeping everyone safe.

Essential visits

Essential visits are those essential for compassionate care, paramount to the resident's physical or mental wellbeing, or those to assist with decision making or resident security. Essential visits are limited to one visitor per resident within the same residence at a time. A visitor who is a child may be accompanied by one parent, guardian or family member. Residence staff or a health authority will determine if a visit is essential. Essential Visitors must wear a medical-grade mask provided by the residence and understand Safe Visiting Practices.

Family/Social Visits

New visitor guidelines for long term care and assisted living residences take effect on July 19, 2021. Changes include:

  • Visitors will no longer need to schedule or book their visit in advance.
  • The limit on the number of social visitors each resident can have has been removed.
  • Decisions on the number of social visitors at one time will be based on: the site capacity, each residence’s communicable disease prevention plan and resident need and well-being in support of meaningful visits.
  • Visitors are permitted to participate in outdoor gatherings.
  • Visitors still need to continue to practice proper hand hygiene and respiratory etiquette.
  • Visitors will still be screened for signs and symptoms of illness, including COVID-19, before their visits.
  • Visitors will be asked for proof of vaccination as part of active screening.
  • Fully immunized visitors (at least 14 days after receiving 2nd dose of COVID-19 vaccine) have the potential to come into contact with a number of people while in common areas/hallways and for this reason, will be required to wear medical grade masks while moving through the residence. They will not be required to wear a mask while in direct contact with the person they are visiting or when outdoors.
  • Partially vaccinated visitors or those who do not provide proof of vaccination (age 12 and older) will be required to wear a medical grade mask, both in common areas, outdoors and when in direct in direct contact with the person they are visiting. Children over the age of two should be encouraged to wear a mask if they can.
  • If a visitor is unable to adhere to appropriate precautions, the visitor shall be excluded from visiting.
  • Social visitation will be suspended if there is an active COVID-19 outbreak at the residence.
  • Physical touch between residents and their visitors is allowed with infection prevention and control measures, like masks and hand hygiene, in place.
  • Every resident is entitled to regular, routine, frequent opportunities for social visitation, allowing for a minimum of 60 minutes if desired.
  • Residents will be supported to leave the facility for appropriate outings and family visits, including overnight visits. Residents will not be required to isolate when they return from an outing.
  • Overnight visitors are permitted in Assisted Living residences.
  • Visitors must refrain from visiting other residents during their visit.
  • BC Ministry of Health - Visitor Guidelines - (PDF)
  • BC Ministry of Health - Visitor Screening Guidelines poster - (PDF)
  • Hand Hygiene - (PDF)
  • How to Wear a Surgical Mask - (PDF)
  • How to Safely Use a Non-Medical Mask or Face Covering - (PDF)

Long Term Care and Assisted Living Residences

What can I do if I have been denied a visit?

If you are a designated essential or social visitor and have been denied a visit, there is a complaint resolution process in place:

  • Request an immediate consultation with the site manager/administrator to discuss. To contact a Chartwell property, use our Find a Residence tool above, simply enter the residence's name and select Search.
  • If concerns are unresolved with the site manager/administrator, you may contact your regional Patient Care Quality Office:

Ontario Retirement and Ontario Long Term Care

We are seeing great progress being made on the COVID-19 vaccination front with millions of vaccine doses having been administered across the country. That is great news as we know the vaccine is working at bringing down the COVID-19 case counts and helping to stop the spread. We are also continuing to see the easing of restrictions and are welcoming this increased freedom as this gives our residents and families the ability to make up for lost time. Your support throughout the pandemic has been invaluable and we are so grateful that the end is in sight. We will continue to keep you updated on changes to current directives as they become available. Please continue to follow all local Public Health directives, get your vaccination and continue to practice hand hygiene, masking and social distancing.

Effective July 16, 2021 all visitors to retirement or long term care residences must be actively screened prior to entry, wear a mask and respect social distancing protocols during their visit.

Prior to your next visit to a Chartwell retirement residence or Chartwell long term care residence, you are required to review the documents and instructional videos below.

Chartwell Retirement and Long Term Care Residences

Quebec Retirement Residences

Thank you for your ongoing support while we remain focused on keeping our residents, their families, and our staff safe from the transmission of the COVID-19 virus. With the pandemic situation constantly evolving, we are adapting our visitor policy to protect everyone.

As of September 2020, the Quebec government has introduced a progressive regional alert and intervention system. The regional alert system with progressive intervention criteria defines additional measures to be taken as needed to ensure public safety in each of Québec’s socio-health regions. To find out the alert level in your region, consult the Map of COVID-19 alert levels by region.

If it becomes necessary to raise the level of intervention to slow the spread of the virus, the implemented measures will depend on the alert level. Four alert levels have been defined, as follows, with commensurate intervention:

  • Level 1–Vigilance
  • Level 2–Early Warning
  • Level 3–Alert
  • Level 4–Maximum Alert
    *Except for caregivers – please confirm with the residence
Visitors* Level 1–Vigilance
(green zone)
Level 2–Early Warning
(yellow zone)
Level 3–Alert
(orange zone)
Level 4–Maximum Alert
(red zone)
Interior of the appartment and exterior of the residence Maximum 10 persons at a time from 3 households, which must be adjusted according to the size of the unit, respecting the physical distance of 2 meters. Maximum 10 persons at a time from 3 households, which must be adjusted according to the size of the unit, respecting the physical distance of 2 meters. Not allowed Not allowed
Caregivers Level 1–Vigilance
(green zone)
Level 2–Early Warning
(yellow zone)
Level 3–Alert
(orange zone)
Level 4–Maximum Alert
(red zone)
Interior of the appartment and exterior of the residence Maximum 10 persons at a time from 3 households, which must be adjusted according to the size of the unit, respecting the physical distance of 2 meters. Maximum 2 persons at a time and maximum 4 different persons for a 24h period. Maximum 1 person (known and identified by the residence) at a time and maximum of 2 different persons for a 24h period. 2 registered caregivers per resident. Maximum 1 person (known and identified by the residence) at a time for a 24h period. 2 registered caregivers per resident.

We recommended that you contact the retirement home prior to visit to confirm guidelines in place at that time. We thank you again for your partnership in keeping everyone safe.