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Update: Patient Care – May 28th, 2020 – The Ministry of Health in Ontario has issued an update regarding COVID-19 operational requirements for the health care sector to gradually restart the provision of in-person care. Altum Health is closely following directives from the Ministry of Health, UHN, Public Health, and the Federal government to gradually and safely reopen to additional in-person activity at our sites.


Altum Health’s mission is to provide “The Right Care. Always.” no matter the circumstances. The current circumstances surrounding COVID-19 continue to evolve. As businesses begin to reopen, we want to ensure our commitment to providing the Right Care is communicated clearly.

The highest possible standards for health, safety, and cleanliness are always a top priority. At UHN, these standards are in place to keep everyone safe. To ensure your personal safety, and that of others, we have compiled a detailed list of what you can expect arriving at one of our clinic locations.

  • All patients, staff, and assessors are required to pass pre-screening questionnaires (staff and assessors each day they work) for possible symptoms and exposure to COVID-19.
  • At the time of your reminder call, you can expect our customer service representatives to ask you a series of standard screening questions over the phone. If you are experiencing symptoms prior to your appointment, please inform your referral specialist. It is important that you do not come into the clinic if you are experiencing COVID-19 symptoms.



  • You are encouraged to follow Public Health guidelines about masking outside of Altum Health facilities.
  • If you have a Transportation Company bringing you to your appointment, it’s important to remember that you will be required to wear a mask or face-covering prior to the transport company picking you up. Please wear your own mask if you can. This guideline is in place to ensure the safety of your driver or others who also rely on the vehicle for essential transportation.
  • Upon arriving at the clinic, our entrance screening staff will greet you and kindly ask you to wash your hands. Once your hands are washed, you will be provided with a mask. Our staff will explain how to put on your mask and will verbally guide you if you have questions or difficulty adjusting the mask. With your mask safely on, we will once again ask that you wash your hands.
  • Each patient is provided with one mask per day.
  • If you are already wearing a mask, our staff will check to ensure it is effective. If there are any issues or safety concerns with your mask, you will be provided with a new one to replace your own. Remember that the mask is only effective if it is covering both your nose and mouth at all times.

At this time, UHN has a strict no-visitor policy with exceptions on compassionate grounds and special safety needs. This policy requires any family member or support person to wait outside of the clinic. We understand the challenges this may present for you and your care and we sincerely apologize for the inconvenience as we prioritize safety and adhere to UHN protocols.

Please review the full protocol details at

  • Please arrive no later or earlier than 5-10 minutes prior to your appointment, and call the clinic when you arrive to let them know you are there. We understand that traffic and transportation can sometimes be a barrier preventing you from arriving as scheduled, but please recognize that this process is in place to limit the number of people in the waiting area so that physical distancing may be observed.
  • Upon arriving at the clinic, you will be screened for symptoms prior to entry.
  • After the screening questions are answered, you will be asked to sanitize your hands. Hand sanitizer will be available for you.
  • Please note that gloves are not a substitute for hand hygiene. If you are wearing gloves, you will be asked to remove them and apply hand sanitizer.
  • Note that we have installed plexiglass barriers at our reception areas as an extra precaution.
  • All staff and assessors will be wearing masks, plastic face shields, and gloves at all times during your assessment. While you are on-site, your mask must be also in use at all times without exception.
  • All staff and patients are to practice physical distancing (minimum 2 meters) at all times.
  • If there is a need to have one-to-one contact as part of your assessment, the assessor will wear gloves. If there is a need for an interpreter or chaperone, the site will work with everyone to arrange sufficient space and room for appropriate distancing.
  • All patients, staff, and assessors will be asked to wash their hands and use hand sanitizer diligently upon entry, before the assessment, and after assessment.
  • All surfaces are routinely disinfected before and after your assessment. Further deep cleaning occurs at the end of each day.
  • All healthcare providers and patients should monitor themselves for COVID-19 symptoms.
  • If you are sick, stay home.
  • If you are scheduled to visit the clinic and have symptoms, think you were exposed to COVID-19, or travelled outside of Canada within the last 14 days, notify the clinic immediately and follow the instructions provided.

If there are any other updates we will continue to keep you posted. Thank you in advance for your understanding and support as we work together to keep everyone safe.

Please feel free to contact us. You can access our locations and contact information here.

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