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Clients and Families


At SE Health, care comes first. As we continue to navigate the pandemic, we remain dedicated to your care, and keeping you safe and informed at all times. SE Health is following the highest standards of infection prevention practices, as recommended by the World Health Organization, Government of Canada, and federal and provincial health authorities.

Now more than ever, being at home is the safest and best place to be. Please see our Frequently Asked Questions below.


Frequently Asked Questions

What is SE Health doing to keep me safe?

At SE Health, the safety of our clients and staff is our priority. Our staff understand the individual needs of each of their clients and implement precautions to protect them. Before each visit, our staff will conduct a health screening. If the screening reveals that a client or anyone in their home has a respiratory illness or COVID-19 related symptoms, our staff will take extra steps to protect you and themselves. These steps include handwashing practices and wearing special protective equipment.

I’m nervous about receiving care in my home, what are my options?

At SE Health, it’s important to us that we deliver care in a way that is comfortable and safe for you – at all times. We offer various options for care and we want you to know you have choices on how you receive your care. Our staff are trained to deliver care in all circumstances. For in person care, our staff wear the appropriate personal protective equipment and practice exceptional hand washing. If you are receiving nursing or therapy services, we also have a virtual care option. This means that your nurse or therapist can phone you to discuss your treatment plan, or use video conferencing technology (if you have a device), to conduct a video visit with you. A combination of in home and virtual visits may also be delivered, depending on your situation and needs. Please speak to your nurse or therapist to discuss these options.

Why do I have to wear a mask when receiving care?

As many as 80 per cent of people who are carrying COVID-19 do not have symptoms. Wearing a mask protects you from contracting the virus and reduces the risk of people spreading the virus to others. The Ontario Ministry of Health has provided direction that clients in home care should wear a mask during care (unless unable to tolerate), and any person in the home who is assisting with care (while within two metres of staff) must also wear a mask.

Why did I receive an automated call from SE Health?

Virtual care is a standard of care at SE Health. As part of our virtual care strategy, we have an Integrated Voice Response application, sometimes known as a ‘robocall’. This helps us match your individual care needs with our services while ensuring your safety and the safety of our staff. We also ask what type of home visit you would prefer; in person or virtual (telephone or video visit). We make these calls 24 hours in advance to allow us to address your individual needs. If you do not wish to receive these calls please contact your local SE Health office.

A member of our household is in self-isolation. How will this impact my care?

Each case will be reviewed carefully with consideration as to why the household member is being isolated. Our staff will assess the situation and put a plan in place so that care can continue to be provided in the safest way possible.

A member of our household has tested positive for COVID-19. How will this impact my care?

If a household member has tested positive for COVID-19, we will work closely with you to set up the most appropriate plan for your care, which may include the option of virtual visits. However, if this is not possible, our staff will implement precautions to protect themselves, and other clients, while ensuring you receive the care you need.

I am caring for someone with COVID-19. How can I protect myself and others in the home?

If you are caring for someone who has been diagnosed with COVID-19, there are many things you can do to protect yourself and prevent further spread of the virus. This tip sheet from the Public Health Agency of Canada offers guidance and advice for family caregivers.

Who should I call if I have further questions regarding my care from SE Health?

If you have any questions, please do not hesitate to reach out to your local SE Health office.