2 Surrey Place is now open for in-centre, one-to-one services by appointment only to support our clients who are most in need of services.
To keep everyone safe when entering our building, we’ve developed new processes and systems in accordance with public health authorities’ guidelines. Once these measures prove to be effective, we will set reopening dates for our North, East and West offices.
We have also created a guide to help our clients transition to our new operations.
Throughout our gradual reopening and beyond, we will continue to offer our high-quality Telehealth Services to limit the number of clients and staff who need to come in-centre for support. Using technology, like phone or videoconferencing, our clinicians are able to meet with clients, even when they are not near each other.
We also continue to expand our Wellness events with new sessions every week, designed with current or past clients, families, caregivers and the broader community in mind. To learn more, or register, visit www.surreyplace.ca/wellness.
Frequently Asked Questions
How we’re resuming our services
Right now, our clinicians are contacting current clients based on a priority system. If you are new to Surrey Place and would like to learn more about our programs and services, contact us at 1-833-575-5437 for children under 18, or 1-855-372-3858 for adults aged 18 or older.
While we will do our best to accommodate as many clients and families as possible for in-person service, we are prioritizing our client appointments based on various factors into four stages:
- Priority 1: Urgent Health and Safety Focus
- Priority 2: Critical Need Unmet by Telehealth Services
- Priority 3: Assessment and Intervention for Active Clients
- Priority 4: Waitlist and Group Services
As we work through these stages, clinicians will contact their clients to schedule an appointment.
Yes. We will continue to offer our high-quality services through Telehealth to limit in-person visits to those most in need. This is in line with Toronto Public Health authorities’ recommendations to stay home, stay safe.
All services that can be adequately delivered by Telehealth Services will continue. Your clinician will contact you if you meet our criteria for in-centre services based on our four priority stages. you of your eligibility for in-person service.
Group service delivery will only resume when the Ontario government provides this directive, and we feel ready to do so.
No, home visits will not return until public health authorities think that this is safe.
We will be limiting the number of staff and clients into the building so that we can reduce the risk of transmitting COVID-19. When our main site, 2 Surrey Place, reopens on August 10, we will begin with 8 clinical appointments per day, and we will only increase the number of sessions when we feel safe to do so.
What we’re doing to keep you safe
You will be able to have one person with you to support you at your appointment. Anyone else who is just picking you up or dropping you off will need to wait outside.
Please arrive within a 5-minute window of your appointment as you won’t be able to wait in the waiting room – your clinician will meet you at the door when it’s time for your appointment.
When you enter the building, a screener will ask you questions about how you are feeling and to see if you’ve had contact with anyone who is sick.
Your clinician will be wearing a mask and a face shield, and they will keep this on for your entire appointment. The screener will give you a mask to wear. It’s important that you wear your mask for your entire appointment.
To help adjust to these changes, download our Going Back to Surrey Place Social Story.
We have taken the following proactive measures to ensure the safety and well-being of everyone who visits our office:
- Adapted new layouts for entryway and waiting room areas to enforce physical distancing.
- Changed the physical set-up in reception to maintain physical distancing between the receptionist and the screener. This change at reception includes the installation of plexiglass.
- Added clear signage throughout our offices to remind staff and clients of physical distancing policies, specific to each major area (elevators, stairways, kitchen areas, etc.)
- Posted visual cues throughout our offices to highlight physical distancing, including posters, and floor decals.
- Dedicated screeners will stay in the reception area and screen all staff and clients entering the building.
- The screener will provide Personal Protective Equipment (PPE) and direct all entrants to wash/sanitize hands before entering.
Yes, disposable face masks will be provided for those who are able to wear a mask.
We understand that not all of our clients will be able to wear one; those who cannot wear a mask due to underlying health conditions should not come within 2 metres of others.
Clinical staff will be provided masks with clear screens for specific clients that require them for lip reading.
Clinicians will be wearing both surgical face masks and reusable face shields.
The day before your scheduled appointment, your clinician will call you for your initial screening for COVID-19 symptoms and/or potential close contact with an individual with COVID-19.
If you cannot be reached or if you fail the screening assessment: Your clinician will reschedule your appointment.
If you pass your screening assessment: Arrive at your appointment the next day, check in at reception so that you can be screened again for symptoms and potential contact. You will be asked to wash your hands with hand sanitizer. You will be given a mask to wear while at Surrey Place.
If you have your own reusable mask, you must remove it, put it away, and wear the single-use mask given to you by the screener for the duration of your appointment. We ask that you do not take it off until you leave the building after your appointment.
You will be asked if in the past 7 days, you, or anyone else in the household, has experienced:
- A fever or chills
- A new or worsening cough
- A new runny nose or congestion (note – if they have chronic allergies that is ok – we are worried if the runny nose is new)
- A new sore throat or hoarse voice
- Difficulty swallowing
- New or unusual headaches
- New or unusual fatigue or tiredness
- New muscle aches or body aches
- A change to your sense of taste or smell
- Nausea, stomach pain, or diarrhea
You will also be asked if in the past 14 days (2 weeks), if you or anyone in the household had close contact with someone who has had any of those symptoms, or who has tested positive for COVID-19. (Note: close contact means within 2 metres, without PPE, for more than 5 minutes)
To make sure everyone can physically distance in the office, you may be required to wait outside the building so that we do not have people waiting in the lobby.
Yes. However, please note that only one support person can come with the client to an appointment to ensure our meeting room does not become crowded. Pick up and drop off must take place outside the building. If you require interpretative services, we can accommodate this by phone.
How Autism Services have been affected
Direct Funding Option (DFO)
During our COVID-19 related closure, direct funding service providers are using online and web-based options, like video conferencing to continue to provide service. These changes require service providers to adjust the current behaviour plan and their budgets. With caregiver approval, providers can revise the behaviour plan budgets to reflect the services being provided.
Under the current Ontario Autism Program, a child’s behaviour plan can be renewed without gaps in treatment, as recommended by the supervising clinician. As a result, there is no need to save your current unused hours for future treatment. If you have any questions, please do not hesitate to contact firstname.lastname@example.org.
Direct Service Option (DSO)
We now offer Telehealth services by phone and through web-based options like videoconferencing to minimize service disruptions. If you have any concerns or questions about how your child’s service is affected by the office closure, we encourage you to connect with your supervisor. They can discuss your priority goals and behaviour plan, as well as provide resources and options during this closure.
Our staff are here to work with you to find solutions. If you’ve purchased services, please contact your supervisor to discuss your options.
If your child is registered in a program that has not yet started, we will hold your spot. You don’t need to re-register to secure your spot.
Information about Coronavirus
Coronavirus (COVID-19) is a new type of illness. It is related to the common cold virus. There are now a number of people in Canada who have it.
Those affected by COVID-19 may have symptoms that are mild or severe, similar to a cold or flu. These symptoms include fever, cough and difficulty breathing. They can also experience nausea and diarrhea. Some people with COVID-19 may not have any symptoms.
Because this is now affecting people in Canada and there has been lots of discussion in the news about it, we have created easy-to-read information about Coronavirus for you to use.
For more information about COVID-19 or if you are experiencing any of the symptoms, call:
Toronto Public Health Hotline : 416-338-7600
Telehealth Ontario: +1 866-797-0000
For up-to-date information about the Ontario government’s response to the COVID-19 pandemic, visit covid-19.ontario.ca
Resources for Adults with Disabilities
These online resources have been curated by our clinicians to help you access information and keep busy while at home. We are committed to sharing resources to help engage and support people with developmental disabilities and their families. We have compiled a list of online tools that provide accessible and up-to-date information. This page will be updated regularly as new resources become available.
Resources for Parents
These tools and activities have been curated by our clinicians to help parents continue their child’s education and encourage play that is enriching. Here you will find tools to support your child’s understanding of virus health and safety, as well as information and activities for at-home learning. Resources include educational games and videos, speech language and augmentative communication resources, as well as exercises to support a healthy mind and body. This page will be updated regularly as new resources become available.
✦ Clinical Tools:
✦ Educational Supports:
This information has been curated by Surrey Place clinicians so that the community of developmental services professionals can work together to advocate for our clients and help them get the support they need. Here you will find information related to community announcements and services, forums and panels, disability rights, professional supports, and tools that you can use to assist your clients during this time.
Information and Resources:Hospital Transfer Form – In the event of a hospital admission for COVID-19 patients with IDD, this form communicates essential information to hospital staff
DSO Support for Hospital Patients with IDD – Support for medical staff with patients who have developmental disabilities and complex, high behaviour or medical needs
Emergency Child Care – The Ontario Government has expanded their list of essential services to include staff working in developmental services
COVID-19 for Clients with Disabilities – Social Stories and Easy-Read Resources
Face COVID Infographic – How to support yourself and others during COVID-19
Understanding and Navigating COVID-19 – Panel hosted by Community Living Ontario featuring two guest physicians
COVID-19 Resources for Developmental Services – A list of resources developed by developmental services organizations in Ontario
Arch Disability Law – Information about disability law and advocating for disability rights during COVID-19
COVID-19: Guidance for Prevention and Care – Guide to educate care providers of people with IDD