Forest Hill applauded for keeping residents and families connected throughout the pandemic

Family member Karen Germundson says regular phone calls LEC Craig Forrest organized between her and her father were a ‘lifeline’

If there’s one thing Karen Germundson says she has learned about Forest Hill since the COVID-19 pandemic began 16 months ago, it’s that staff members will do everything they can to support residents and their families during trying times.

Karen, whose father is a resident at the Kanata, Ont. long-term care home, says this was clear from the moment the pandemic was declared by the World Health Organization in March 2020.

Due to safety restrictions that went into effect right away, family members could not enter the home to visit their loved ones. Communication between residents and family members was going to be crucial, and Karen says Forest Hill life enrichment co-ordinator (LEC) Craig Forrest immediately began organizing phone calls for her dad – something that made a major difference.

“Craig was a huge help; he arranged so many phone calls so that I could keep in touch with my dad,” Karen tells The OMNIway.

“My dad can’t use the phone himself. We didn’t have a phone for him, and that was my big concern: how on Earth are we going to keep in touch?”

But Craig continued to organize regular phone calls for Karen and her dad. Craig would call Karen and hand her dad the phone. Karen was able to talk to her dad almost every day, and that made the situation easier for both her and her father to handle, she says.

There was a lot of uncertainty in the early days of the pandemic. No one knew how long it would last or when residents and family members would be able to see each other, so phone calls between residents and their families became a “lifeline,” Karen says.

“Those phone calls were super important to us and to my dad, of course,” she says. “It was hard for him to understand the whole COVID situation. I think it was an anchor for him because he really needed those phone calls every day.”

Karen also says the pandemic taught her how resilient Forest Hill team members are. With restrictions changing throughout the duration of the pandemic, Forest Hill staff members, she says, have always adjusted and put the residents first, no matter what.

“I don’t know how much more work (the pandemic has) created for them, but I know it created a lot more work for them, and they just took it on – they just did it,” she says.

“I think it’s their adaptability. They had to keep changing and changing, every time. They just did it, and it must have been really hard for them, but they did it.”

– This is Part 1 of a two-part story

If you have a story you would like to share with The OMNIway, please contact the newsroom at deron(at)

If you have feedback on this story, please contact the newsroom at deron(at)