COVID-19 Precautions

Updated November 12, 2020

Thank you all for your patience and understanding

In the initial days of COVID-19 precautions becoming widespread in BC, we had a very high volume of calls and orders. We appreciate everyone’s understanding, cooperation and patience during this challenging time. Thank you all for your continued support of our Centre, and for doing your part to flatten the curve.

Changes in Operations

Our team is working in ways designed to help minimize the risk to our patients, their families and the community, as well as our staff.

Supplies & Orders

There are currently no issues with ostomy supply availability. We will update this page if that changes.

Thank you for respecting that everyone will need supplies, and refraining from stocking up. Please remember that Pharmacare only allows us to dispense a 3-month supply at a time. If your order exceeds your average usage, Pharmacare will not cover the order. This is the standard Pharmacare policy, and we appreciate your understanding.

We are taking orders by phone and email, or through our website order form.

Pick-ups & Deliveries

To help with social distancing, please consider receiving your supplies by free delivery, our standard service, available throughout BC. To protect our delivery staff, please come down to the front door in apartment buildings; for people in houses, the delivery will be left but the delivery person will not wait for your to answer your door. This will help reduce the number of contacts the delivery team makes, reducing their risk of contacting anyone with COVID-19, which in turn reduces the risk to you.

Delivery Delays

Due to a global increase in demand for courier services, there are may be delays in your delivery.

To ensure you have the supplies you need, please do the following:

  • Expect that there may be some delays in getting your supplies.
  • Order when you have a minimum of 2 weeks’ of product left. Do not wait until the last minute.
  • Order 3 months’ supply whenever possible

We appreciate your understanding and flexibility in response to COVID-related challenges.

Pick up Orders

If you decide to come in to pick up, we ask that you call ahead so we can have your order ready for you when you arrive. This allows you to collect your supplies return home quickly and easily, minimizing the number of people in the Centre at any one time. This is for your safety, and the safety of our staff.

Nursing Visits

To help reduce the risk to patients and staff, we are following the instructions of the Provincial Health Officer. This means that we are offering phone and email consultations to people with questions and issues, but reserving in-person appointments for those who are experiencing the following:

  • Significant skin loss due to leakage
  • Persistent leakage (daily or more than daily changes)
  • A new wound under your flange
  • Issues that cannot be resolved over the phone (the nurse will tell you when such a visit is recommended)

Please see our page regarding Nursing Care During COVID-19 for more information.

If you are new to life with an ostomy, we want to assure you that we are here to support you. Please call and connect with one of our nurses – (604) 522-4265.


We will be increasing our usual schedule of sanitation, especially of “high-touch” areas such as door handles, bathroom fixtures, PIN pads and counters. Our nurses offices will continue to be cleaned well after each visit, with solutions proven to inactivate COVID-19.

If you have an in-person appointment, please bring your own remover spray, powder and sealant sprays. This will help us reduce the risk of cross-contamination.

Your Contribution to Reducing Transmission

Please keep in mind that people visiting our Centre may have impaired immunity because of treatment for cancer or Inflammatory Bowel Disease, or increased risk because of recent surgery, other health conditions or age. We ask you to please cancel appointments if you, or someone close to you, is showing any symptoms like fever, coughing, or shortness of breath. Please let us know if you need a phone appointment, and we will schedule you in an available spot.

Thank You!

The changes that this virus have required from us all can be disruptive, in many aspects of our lives. We appreciate your business and support, and also your understanding. We look forward to resuming full service and care, and hope you, your family and friends all stay well in the days ahead.