CHEO eliminating team helping families in the emergency department

A sign directing visitors to the emergency department is shown at CHEO, Friday, May 15, 2015 in Ottawa. THE CANADIAN PRESS/Adrian Wyld

CHEO Is eliminating a team that helped families in the emergency department at the children’s hospital as it returns to “routine operations.”

The Ottawa hospital says it introduced the eight ED Patient Experience Lead positions during the COVID-19 pandemic to “help families navigate pandemic-related challenge, such as testing, waiting times and restricted movement within the hospital due to safety protocols.”

CHEO tells CTV News Ottawa the roles with the ED Patient Experience Lead team were always intended to be temporary, and “their role is now being phased out as we return to routine operations.”

“This decision was not budget-related; rather, with COVID-specific measures now integrated into hospital operations, we have other team members in place to provide real-time support to families in the Emergency Department and Kids Come First Clinic,” CHEO said in a statement Tuesday afternoon.

CHEO says the ED Patient Experience Lead positions were separate from the work of the CHEO Patient Experience Department, which has been in place for over a decade.

According to the CHEO website, the Patient Experience Team supports families across the hospital, including helping them navigate care, gather feedback, and helping families understand their rights and the hospital’s policies and procedures.

The Patient Experience Team office is open Monday to Friday from 8:30 a.m. to 4:30 p.m.