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Frequently Asked Questions


Mental Health Emergencies or Crisis Services

I'm experiencing a mental health emergency, what should I do?
If you need to access mental health services in an emergency please dial the Mental Health Crisis Line at 1-866-996-0991 or go to the emergency department of the nearest general hospital. You should call 911 if someone is a danger to themselves or others.

Where are emergency psychiatric services available in Eastern Ontario? In the Ottawa area, emergency psychiatric services are available at the Ottawa Hospital (General or Civic campuses), Queensway-Carleton Hospital, Montfort Hospital, and Cornwall General Hospital. You can also call the Mental Health Crisis line at 613.722.6914 or 1-866-996-0991. In Lanark, Leeds and Grenville, people experiencing a mental health crisis may access the Mental Health Crisis Line by calling 1-866-281-2911.

How come the Royal Ottawa Mental Health Centre doesn't have an emergency department?
The new Royal Ottawa Mental Health Centre's approach to providing specialized mental health care is similar to the way the uOttawa Heart Institute is a centre of excellence for people needing unique treatment programs for complex, often chronic, cardiac disease. Like the Heart Institute, the Centre does not have an emergency department because patients will be referred from physicians in the community or psychiatric programs in hospitals throughout the region when specialized care is appropriate.

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Admissions & Referrals

How do I get admitted for treatment?
Individuals are admitted to the Royal Ottawa Health Care Centre, the Brockville Mental Health Centre or one of our outreach services based on a referral and assessment process. Most services require a referral by a family physician or other health care provider or agency. Referrals are followed by an assessment with the program team to determine if the program will meet your treatment needs. If you are not admitted to one of our hospital programs, we will try to identify another program or service better suited to your needs.

What if I don't have a family physician to refer me for treatment?
People without a physician can contact the College of Family Physicians of Canada for a directory of physicians located in your area. They can be reached toll-free at 1.800.387.6197or www.cfpc.ca.

 

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Treatment Programs & Services

What's the role of the Royal Ottawa Mental Health Centre?
The Royal Ottawa Mental Health Centre is a specialized mental health facility for residents of communities across Eastern Ontario. Being a specialized or 'tertiary' centre means that the programs at the new facility on Carling Avenue in Ottawa are aimed at treating people with complex and serious mental illnesses which are often resistant to conventional treatments.

Although the facility has 188 inpatient beds, at least 60 per cent of the programs will focus on the delivery of specialized care in outpatient clinics and community-based programs run by our partners in the mental health system.

What kinds of treatment programs are available from the Royal Ottawa Health Care Group?
On campuses in Ottawa and Brockville, we offer specialized treatment programs including: Mood Disorders, Anxiety Disorders, Schizophrenia, Sleep Disorders, Geriatric Psychiatry, Youth Psychiatry (for those aged 16-18), Substance Abuse & Concurrent Disorders, Integrated Forensics, Community Outreach, General Psychiatry in Transition, as well as Intensive Treatment & Assessment. In addition to inpatient beds, the majority of these programs feature day treatment options and outreach activities for patients living in the community. For treatment specifics, please visit the Programs & Services section.

I'm interested in exploring long-term residential care options at Royal Ottawa Place - where can I get more information?
Please check out the Royal Ottawa Place fact sheet in our Programs & Services section for details, including contact information.

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General Mental Health Information

I'm interested in learning more about mental health - where can I find more information?
This website features a variety of mental health resources, including a comprehensive mental health glossary, a list of community resources, and details of our Patient & Family Resource Centres in Ottawa and Brockville. You may also be interested in attending one of our conferences and workshops, or a family information session to learn more about specific mental health topics. The website of the Canadian Mental Health Association also has a variety of information ad links you may find helpful.

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Coming to Stay as a Patient

What should someone bring for an in-hospital stay?
You may want to bring comfortable day clothes, along with pajamas, slippers and a house coat (there is a washer and drier on each ward). Other items you may want to bring include: toiletries such as toothbrush, toothpaste, shampoo, soap, towel, reading material, writing paper, and any hobby materials you may enjoy. A radio, Walkman or MP3 player is also allowed.

Pocket change for coffee or other sundry items is a good idea, and any additional money you may wish to bring with you can be held in the Accounting department for you. Each patient will have a locked cupboard in their room and patients are responsible for all the items they wish to bring into hospital.

For information on your ward's restrictions, or bringing specific items with you, such as medications, please check with a staff member prior to Admission.

What are the hospitals' expectations of patient behaviours and what behaviours are not acceptable?

  • The hospital expects patients to act in a safe and responsible manner, and to treat both staff and other patients with respect, as well as to respect hospital property.
  • Aggressive, threatening or abusive behaviour and language is not acceptable.
  • Patients are expected to follow hospital policies and work collaboratively with health care providers in developing and carrying out agreed-upon treatment plans.
  • Patients should disclose relevant information and clearly communicate their wants and needs to staff. It's also important that patients give accurate information to their health care team to help them plan the best care for each patient's unique needs.

What's the smoking policy and consequences for smoking where I'm not supposed to?
In accordance with the new Smoke-Free Ontario Act, smoking is not permitted anywhere inside the Royal Ottawa Mental Health Centre, the Brockville Mental Health Centre, or Royal Ottawa Place.

However, there are smoking shelters and designated smoking areas around the Royal Ottawa Mental Health Centre - please ask a member of the treatment staff for directions to the nearest place where you may smoke. At the Brockville Mental Health Centre, patients can smoke on the grounds and there are also shelters.

What do the various patient privilege levels mean and what are the reasons for them?
In order to ensure patient safety during hospitalization, some restriction of patient activity is required. Therefore, specific guidelines regarding patient levels of responsibility and authorized leaves have been developed.

For example, a patient is restricted to the ward until seen and examined by a physician and the physician's order for a level of responsibility is written.

Only physicians can increase a patient's level of responsibility, but a nurse at his/her discretion may decrease a patient's level of responsibility until the patient is re-assessed by a physician.

A level of responsibility may start at any level.

Patient Levels of Responsibility
For privileges up to level 3, the patient must be observed hourly.

Ward - Patient must remain on the unit. This level must be written for any patient on Constant Observation or Intermittent Observation

Level 1 - Patient may go on hospital grounds on a one-to-one basis with a staff member.

Level 2 - Patient may go on hospital grounds in a group, accompanied by a staff member.

Level 3 - Patient may attend community activities off hospital grounds, in a group and accompanied by staff, as part of the Unit's activity programs.

Level 4 - Patient may go on hospital grounds, accompanied by another patient with a similar level of responsibility or a responsible visitor. The patient is expected to report back to their assigned nurse at least once per hour.

Level 5 - The patient may go on hospital grounds unaccompanied, for a stated or expected time frame, as documented in the orders or progress notes.

Level 6 - Patient may go off hospital grounds unaccompanied, for specific or therapeutic purposes for a stated or expected time frame.

Why are some wards locked or sometimes locked?
All floors can have a locked door if a situation requires it. Usually this occurs when an inpatient wishes to leave the unit, but cannot, because he/she is considered a potential danger to themselves or others, or the patient may not able to look after themselves if they wandered off.

The only unit that is locked at all times is the medium secure forensic unit, where people are sent by the courts for psychiatric assessment after charges have been laid.

What are the curfew times for patients and why?
The hospital recognizes the need to provide a safe environment for all patients of the Royal Ottawa Health Care Group. As part of the ongoing care, all inpatients must be present on their respective units between 9 p.m. and 7 a.m.

It is understood that during the course of hospitalization, the physician may authorize additional absences such as day passes, or weekend leave.

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Visiting a Patient

I'd like to visit someone receiving treatment at the Royal Ottawa Mental Health Centre, what are the visiting hours?
With the exception of the Integrated Forensic Program, the Royal Ottawa Mental Health Centre's visiting hours are 7 days a week from 2-4 p.m., and again from 7-9 p.m.

If you wish to visit someone receiving treatment in the Integrated Forensic Program, please contact a staff member from that area for specifics on appropriate visiting times.

Where do I park when visiting a friend or family member at the Royal Ottawa Mental Health Centre?
Visitor 'pay and display' parking for the Royal Ottawa Mental Health Centre in Ottawa can be found along the main 'ring road' and front entrance of the main building at 1145 Carling Avenue. The lot currently located off Merivale Road is being resurfaced and restriped to provide ample parking for staff working onsite.

What services are available for patients, staff and visitors at the new Royal Ottawa Mental Health Centre?
A variety of services are available in the new Royal Ottawa Mental Health Centre, including a chapel, gift shop, cafeteria, Winter Garden, coffee shop, used clothing shop, a full service beauty salon, vending machines, gym, plus a Patient & Family Resource Centre.

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Treatment Staff Roles & Responsibilities

All programs at the Royal Ottawa Health Care Group have an interdisciplinary approach to treatment, which means our staff work as a team to provide the best care for patients. Below are some descriptions of the roles of staff members who might be providing care for you or a family member:

What does an Inpatient Nurse do?
On admission, inpatient nursing staff will help you become familiar with the unit. Your primary nurse will be responsible for your nursing care from admission to discharge. Your primary nurse will develop a plan of care with you that will help you to achieve your goals and he or she will also communicate with other members of the health team to coordinate your treatment plan.

What does an Outpatient Nurse do?
You may be referred for follow-up with an outpatient nurse after discharge. Outpatient nurses use a holistic approach - they look at all aspects of a patient's life and can provide ongoing assessment and healthy lifestyle counseling. Your outpatient nurse can help you to focus and use your strengths effectively to meet your goals in the community. Your outpatient nurse is also a link to other team members in the hospital and to the community.

What does a Psychiatrist do?
A psychiatrist is a medical doctor who specializes in the assessment, diagnosis and treatment of mental illness. The psychiatrist examines patients, orders tests, investigations, and discusses treatment alternatives with you. The psychiatrist works closely with other members of the team to provide a treatment plan for you.

What do Research Staff do?
Research into the nature and improved treatment of mental illness takes place at the uOttawa Institute of Mental Health Research, which is affiliated with the University of Ottawa. After assessment, your doctor may suggest you could benefit from participating in a research project. With your consent, you will be seen by research staff who will give you information about the particular research projects and provide support during your participation.

What does a Social Worker do?
Social work focuses on you in the context of your family, community and culture. The social worker helps you to access community resources, which may include financial assistance and supportive housing. Psychotherapy and rehabilitation counseling will help you deal with the challenges of living with a mental illness. The social worker can provide your family with information and counseling on an individual basis and through family information and support groups.

What does a Psychologist do?
Psychology staff provide specialized assessments which can be helpful in understanding your current difficulties as well as provide helpful information about your treatment. Participation in psychological therapies on an individual basis or in a group format with psychology staff can also assist you with specific aspects of mental illness and its associated challenges.

What does an Occupational Therapist do?
The occupational therapist (O.T.) provides you with opportunities to engage in satisfying life tasks in the areas of self care, work, leisure and community living. The O.T. may work with you to identify meaningful goals and to establish a rehabilitation plan. Services provided include counseling, skills teaching, vocational and activity programs. The O.T. helps you to integrate into the community and to access community resources through education, referral and ongoing support.

What does a Recreation Therapist do?
While in the hospital, you may access a variety of recreation therapy programs. Leisure education, daily recreation activities and recreation discharge planning are some of the services offered by the recreation therapist (R.T.). As an outpatient you can get help from the R.T. about accessing recreation services in your community.

What does a Clinical Dietician do?
Good nutrition is important to recovery from any illness, including a mental illness. The clinical dietician is available to assist patients who have a poor appetite and are losing weight. The clinical dietician also counsels patients who have other medical problems that require special nutrition needs (e.g., diabetes). Patients who are concerned about weight gain are generally seen by the clinical dietician as outpatients.

Are there any other team members?
Other members of the treatment team may include: a chaplain, addiction counselors, patient representatives, pharmacists, volunteers, physiotherapists, child and youth workers, speech language pathologists, as well as administrative and support staff.

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Patient Privacy & Rights

What's the Royal Ottawa Health Care Group's policy regarding patient confidentiality?
The Royal Ottawa Health Care Group places a high value on the privacy, confidentiality and security of each patient's personal health information. With this in mind, we follow the Government of Ontario's Health Information Protection Act as well as follow our own strict policies regarding the collection, use and disclosure of information about our patients. The following are a number of links to details of our privacy practices, principles and policies:
Summary of ROHCG Information Practices
10 International Privacy Principles Used at the ROHCG

Privacy Policies:

What is considered personal health information?
Personal health information means identifiable information about a patient in oral or recorded form, if it is about a patient's physical or mental health or health care history. It includes information that may be contained in a patient's health record such as diagnostic and treatment information, an OHIP number and genetic information (if it is part of a health record). It also includes any other identifying information included in a health record.

Can patients be denied access to their own personal health information?
Generally speaking, patients have a right to access to a record of personal health information in the custody and control of the hospital unless:

  • the record is subject to legal privilege that restricts disclosure;
  • granting access could result in a risk of serious harm to the patient or others;
  • the information was collected or created in anticipation of use in a proceeding, inspection, or investigation not yet concluded;
  • granting access could to lead to the identification of a person who was required by law to provide information in the record or who gave the information in confidence;
  • the identity of the person requesting access can not be verified; or
  • other legislation or court order prohibits disclosure to the requestor.

In addition, this right does not extend to records containing certain types of information such as:

  • quality of care information; or
  • raw data from standardized psychological tests or assessments.

Will a health care provider be able to report someone they think is at risk of spreading a communicable disease?
Yes. Under the Health Protection and Promotion Act, doctors and other health care providers are required to report anyone who they believe may have a reportable or communicable disease to their local medical Officer of Health. This is to control specific diseases. The Personal Health Information Act does not interfere with this requirement.

Who can patients complain to if they feel the rules have been broken?
Patients can complain to the Chief Privacy Officer of the hospital if they feel rules have been broken, or they can make a direct complaint to the office of the Information Privacy Commissioner/Ontario by calling 1-800-387-0073.

Can hospitals use a patient's personal health information for fundraising purposes?
Under the Personal Health Information Protection Act, public hospitals may use only a patient's name and contact information for fundraising purposes. This is only allowed when the hospital has either the express or implied consent of the patient. However, in order to rely on a patient's 'implied' consent, the hospital must post a 'notice' in public areas, or give patients a pamphlet that describes the hospital's information practices. Hospital foundations do NOT have access to any personal health information about a patient's treatment or state of health. The Act achieves an appropriate balance which allows hospital foundations to raise much-needed funds while ensuring a patient has the right to control his or her personal health information.

How can patients find out how their personal health information is protected?
Hospitals, doctors and other health care providers are required to publicly post their policy on the collection, use and disclosure of personal health information. Patients must be notified of any collection, use or disclosure outside of this written public statement. Additionally, they must also designate someone to be responsible for answering questions from the public. In hospitals that responsibility rests with the contact person/Chief Privacy Officer.

Is patient consent required to disclose personal health information under the Personal Health Information Protection Act (PHIPA)?
There are two types of consent referred to in PHIPA: 'implied' and 'express' consent. It also has rules about when it is permitted to use one instead of the other depending on the circumstances. (Please see the question 'What's the difference between implied and express consent?' for details.)

What's the difference between' implied' and 'express'consent and under what circumstances is one used instead of the other?
Implied Consent: The hospital can share a patient's personal health information within the health system when it's necessary to provide health care to the patient. Under these circumstances the hospital may rely on what's called the patient's 'implied consent.' For example, the hospital may send information about a patient to a specialist or a health care provider that the patient has been referred to for health care. In this situation the patient's consent is considered implied, therefore the patient's written or oral consent is not required.

However, in order to rely on implied consent the hospital is required to take certain steps, including:

  1. Post a notice in public areas of the hospital, or give patients a pamphlet that describes why the hospital collects and how it uses and discloses personal health information; and
  2. Tell patients that they may withhold or withdraw their consent; and
  3. Provide them with information how to withdraw their consent.

Express Consent: Before sharing a patient's personal health information outside the health system or sharing it for any purpose other than one related to providing health care the hospital must get the express consent of the patient in writing. For example, the hospital would need the patient's written consent before providing the patient's personal health information to an insurance company.

What's a privacy breach, is it considered an offence under the Mental Health Act and are there penalties?
A privacy breach happens when personal health information is collected, used, disclosed or disposed of in a way that does not comply with the Act. Some of the most common breaches are:

  • unauthorized collection of personal health information (i.e., information that is collected without consent or legal authority);
  • unauthorized access or disclosure of a record of personal health information
  • loss (a chart is lost or misplaced);
  • theft (a laptop containing a patient's personal health information is stolen);
  • mistake (a letter addressed to one person gets faxed to the wrong person);
  • personal health information is thrown in the garbage instead of being shredded;

Not all privacy breeches are an offence under the Act, however, it's important to know that it is an offence to:

  • willfully collect, use or disclose personal health information in breach of the law;
  • dispose of personal health information to evade an access request;
  • dispose of personal health information in a manner that is not secure;
  • obstruct or mislead The Information and Privacy Commissioner, or fail to comply with an order made by the Commissioner;
  • retaliate, discipline or disadvantage a whistle blower.
    • If convicted of an offence, the hospital may face fines up to $250,000.00 or the hospital's officers, members, employees or other agents who authorized or could have prevented the offence may be fined $50,000.00 whether or not the hospital is prosecuted or convicted. In addition, a breech of privacy may entitle a patient to sue the hospital for damages for up to $10,000.00 for mental anguish.

Who does the Mental Health Act define as a "Health Information Custodian"?
In general, people involved in delivering health care services are considered to be health information custodians. The list includes:

  • a health care practitioner, or a person who operates a group practice of health care practitioners;
  • long-term care services providers (Long Term Care Act);
  • community care access corporations (Community Care Access Corporations Act);
  • hospitals, psychiatric facilities, private hospitals, mental hospitals or independent health facilities;
  • an approved charitable home for the aged (Charitable Institutions Act);
  • a seniors or rest home (Homes for the Aged and Rest Homes Act);
  • a nursing home (Nursing Homes Act);
  • a care home (Tenant Protection Act);
  • a home for special care (Homes for Special Care Act);
  • a centre, program or service for community health or mental health whose primary purpose is the provision of health care;
  • a pharmacy;
  • a laboratory;
  • an ambulance service;
  • an evaluator (Health Care Consent Act) or an Assessor (Substitute Decisions Act);
  • Medical officer of health, or a Board of Health; and
  • The Ministry of Health and Long-Term Care.

Please see the Privacy & Information Practices section for more information about how the Royal Ottawa Health Care Group handles privacy and confidentiality issues.

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Directions/Maps

How do I get to the Royal Ottawa Mental Health Centre?
The Royal Ottawa Mental Health Centre is located in the west end of Ottawa at 1145 Carling Avenue. You can reach the Centre via OC Transpo buses #55, 85, 101 and 176. For specific driving directions from your location, please visit GoogleMaps.

How do I get to Brockville Mental Health Centre?
The Brockville Mental Health Centre is located at 1804 Highway #2 East in Brockville. For specific driving directions from your location, please visit GoogleMaps.

How do I get to Royal Ottawa Place?
Royal Ottawa Place is located on the campus of the Royal Ottawa Mental Health Centre in the west end of Ottawa at 1145 Carling Avenue. You can reach the Ottawa campus via OC Transpo buses #55, 85, 101 and 176. For specific driving directions from your location, please visit GoogleMaps.

Where are the public entrances to the Royal Ottawa Mental Health Centre?
There are two public entrances to the new facility off Carling Avenue. One leads into the main reception area at the centre of the building while a second entrance goes to the conference facility and research tower. Staff will also have access to a third entrance located on the north side of the new building.

How do I find my way around the Royal Ottawa Mental Health Centre?
A map of the new buildings and surrounding campus at 1145 Carling Avenue is currently being developed. We will post it here as soon as it's ready; in the meantime, there are clearly marked signs at the main entrance and, if you need additional help, you could ask the switchboard/information staff in the lobby.

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Contact Information

How do I contact the Royal Ottawa Health Care Group?
Royal Ottawa Health Care Group
1145 Carling Avenue
Ottawa, Ontario K1Z 7K4
Phone: (613) 722-6521
Fax: (613) 761-3605
President & Chief Executive Officer: George Weber

How do I contact the Royal Ottawa Mental Health Centre?
Royal Ottawa Mental Health Centre
1145 Carling Avenue
Ottawa, Ontario K1Z 7K4
Phone: (613) 722-6521
Fax: (613) 761-3605
President & Chief Executive Officer: George Weber

How do I contact the Brockville Mental Health Centre?
Brockville Mental Health Centre
P.O. Box 1050
Brockville, Ontario K6V 5W7
Street Address:
1804 Highway 2 East
Brockville, Ontario
Phone: (613) 345-1461
Fax: (613) 342-6194
President & Chief Executive Officer: George Weber

How do I contact the University of Ottawa Institute of Mental Health Research?
uOttawa Institute of Mental Health Research
1145 Carling Avenue
Ottawa, Ontario K1Z 7K4
Phone: (613) 722-6521
Fax: (613) 792-3935
President & Chief Executive Officer: Dr. Zul Merali

How do I contact the Royal Ottawa Foundation for Mental Health?
Royal Ottawa Foundation for Mental Health
1145 Carling Avenue
Ottawa, Ontario K1Z 7K4
Phone: (613) 722-6521ext 6527
Fax: (613) 761-3606
President & Chief Executive Officer: Tim Kluke

How do I contact the Communications Department of the Royal Ottawa Mental Health Centre and the University of Ottawa Institute of Mental Health Research?
Royal Ottawa Mental Health Centre
1145 Carling Avenue
Ottawa, Ontario K1Z 7K4
Phone: (613) 722-6521 ext 6349
Fax: (613) 722-4577
Administrative Coordinator:  Sue Riley