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Care and Services

Clinical Services


At Ste. Anne's Hospital, every effort is made to ensure that residents feel at home. Their families are thought of as partners, and also receive support and attention. Within the framework of its client programs, the Hospital approach is centered on the overall needs of the residents and respecting their wishes, which ensures them an optimal quality of life. A great deal of importance is focussed on the safety of the living environment and the stability of the multidisciplinary teams.

The Hospital: A Living Environment

At Ste. Anne's Hospital, relations between staff, volunteers and residents are characterized by a profound respect. Furthermore, the comfort of the residents is ensured by a modern and safe living environment and state-of-the-art equipment designed to create a home-like and family environment.

Clinical Services

Geriatric Program

The geriatric program is designed to meet the specific needs of elderly residents who suffer from medical problems that may include dementia, or a psychiatric diagnosis that is not predominant.

Gerontopsychiatric Program

The gerontopsychiatric program is designed to meet the specific needs of elderly residents who suffer from mental health disorders that may include dementia, or physical disorders that are not predominant. An interdisciplinary team that has been specially trained to deliver psychiatric care is assigned to these units.

Psychogeriatric Program

The psychogeriatric program is designed to meet the specific needs of residents suffering from cognitive deficiencies such as Alzheimer's disease. The program is offered in a highly adapted environment that ensures optimal security, improves orientation within the environment, offers outstanding sensory stimulation, ensures privacy and allows maximum freedom of movement.

Medical and Paramedical Services

Interdisciplinary Team

Upon admission, residents are welcomed by an interdisciplinary team that assesses their individual needs. This team is mandated to develop and oversee any form of treatment and service required by each individual's condition. The interdisciplinary team comprises:


The medical team consists of physicians and psychiatrists who provide daily care. A variety of specialists also offer regular consultations on the care units and at the Hospital's inpatient clinics.


Psychologists evaluate the mental, emotional and psychological state of the residents. They offer psychotherapy to residents, and seek out the support of family members in an effort to help the residents adapt and optimize their psychological well-being.


Nurses plan, coordinate, administer and evaluate nursing care for a group of residents and their families. With the help and support of orderlies, nurses see to the physical, psychological, social and cultural needs of the residents and liaise with other health care professionals.

Rehabilitation Specialists

Occupational therapists evaluate the level of function and severity of limitations on daily activities, if any. They develop treatment plans to help maintain or improve level of function, as well as encourage independence.

As for the physiotherapists, they use physical rehabilitation to help relieve pain and help residents maintain their physical abilities, so that they can enjoy a better quality of life.

Social Workers

Social workers meet with new residents, and evaluate the impact of the illness, family dynamics and their level of acceptance with regards to being hospitalized. Together with the resident and the resident's family, they develop social intervention plans.


Dieticians create menus that are both varied and nutritious. Clinical dietitians design personalized nutritional care plans, in accordance with each resident's medical prescription. Personalized menus are created with the resident's preferences and eating habits in mind. Expertise in the field of dysphagia allows for prompt screening and leading-edge nutritional treatments that significantly help improve quality of life.


Pharmacists establish the best treatment regimen possible upon admission. They evaluate pharmacotherapy to identify and prevent medication-related problems. Pharmacists ascertain a resident's ability to participate in the self-medication program, provide information on the various medications prescribed, and make sure that residents are complying with their treatments.

Other Medical Services

The Hospital offers on site radiology, respiratory therapy, electrocardiography and laboratory services. When medical services that are not available at the Hospital are required, an appointment making, accompaniment, transportation, and follow-up service is provided.

Liaison Centre

The mission of the Liaison Centre is to provide activities, health care as well as therapeutic and preventive services to veterans and eligible civilians living in the community. This program is aimed at maintaining and improving their quality of life in a way that helps them avoid or postpone institutionalization, while respecting their choices and personal values.

Therapeutic Activities

In an effort to help residents stay in their homes for as long as possible, the Liaison Centre interdisciplinary team, in collaboration with each of the residents, develops a quality of life plan that is adapted to their individual needs.

Based on these quality of life plans, the residents are directed to a therapeutic activity program that consists of several activity choices:

  • Supervised activities (music, cognitive function stimulation, discussion groups, etc.)
  • Health promotion activities (information and screening activities) and falls prevention program
  • Fitness activities (tai-chi, yoga, bowling, supervised exercises, etc.)
  • Workshops (woodworking, painting on canvas, assembly of wood projects, etc.)
  • Respite and stimulation program for residents experiencing a loss of independence

Health Care Services

Residents who use the Liaison Centre also have access to an array of diagnostic and clinical services. Consultation and treatment services in several specialities are available at Ste. Anne's Hospital as well as the Liaison Centre:

  • Laboratory/radiology
  • Physiotherapy/occupational therapy
  • Psychology
  • Respiratory therapy/ ECG
  • Dietary therapy
  • Foot care
  • Massage therapy
  • Specialized consultants
  • Etc.

Vast Partnership Network

Thanks to their numerous community partners which include the CLSCs (local community service centres), the Liaison Centre contributes to helping residents stay in their homes by providing them with information on the community resources available to them and by acting as an intermediary.


Respite Care for Families and Caregivers

  • The Liaison Centre also supports families and informal caregivers. For example, through its Respite and Stimulation Program, the Centre offers activities adapted to the needs and level of functioning of residents suffering from cognitive deficiencies. This provides family caregivers with much needed respite.
  • The Liaison Centre also provides support services for hospitalized residents (visits, phone calls, etc.).


In-House Clinics

  • Pain management clinic
  • Dentistry
  • Audiology
  • Hearing aids
  • Cardiology
  • Surgery
  • Dermatology
  • Endonephrology
  • Ophthalmology
  • Optometry
  • Orthopedics
  • Otorhinolaryngology
  • Massage therapy
  • Pneumology
  • Podiatry
  • Urology
  • Etc.

Operational Stress Injury Clinics

Specialized Mental Health Care

This outpatient clinic provides assessment and treatment services for eligible clients who are living with the effects of an operational stress injury (OSI).

Located at Ste. Anne’s Hospital, Ste. Anne Operational Stress Injury Clinic incorporates the Hospital’s high quality care and service standards, and its broad understanding of the experience of Canada’s service men and women.

Using the case management approach to care, personalized treatment plans are developed with each client. The client’s spouse and close family members can be involved in the treatment process.

Professional Services

The clinic takes a collaborative approach to care, and its professional team includes psychiatrists, psychologists, nurses, social workers, and other specialists. While continuing to live in their community, clients have periodic appointments at the clinic. Members of the Hospital professional team work closely with each person to develop treatment objectives, provide therapeutic assistance, and find community resources that address difficulties and improve the client’s quality of life. They consider the client as a whole person, including physical, social and psychological aspects. SAH services include:

  • Assessment
  • Treatment
  • Family Support
  • Counselling
  • Group Sessions
  • Peer Help
  • Telehealth


In general, assessment interviews establish the client`s treatment needs so the case manager refers the client to the most appropriate professional and service. A therapeutic strategy is developed in close collaboration with the client, since his or her consent for this plan is very important.


Treatment progresses along several phases. The first phase addresses the client’s most immediate needs. The aim is to stabilize symptoms and establish rapport between the client and the therapist. In the second phase, there is a focus on the trauma. The third phase rebuilds a strong connection with day-to-day life and the social network.

Family Support

The Ste. Anne’s OSI Clinic offers services to family members, who are often the main support for those who suffer from an operational stress injury. Its goal is to help improve the quality of the family’s life. This can be done through counselling, group information sessions and workshops on various topics (psycho-education), and individual, couple or psycho-education group.


Help is available for issues concerning self-image, couples, children and teens, communication skill building, managing medication, finances.

Group Sessions

Through group sessions, generally offered to clients only, participants develop better strategies for the day-to-day management of symptoms and the improvement of communications. The themes covered include:

  • Anger management
  • Post-traumatic stress disorder (PTSD)
  • Insomnia and nightmares
  • Alcohol and substance use or dependency
  • Anxiety
  • Grief and bereavement
  • The return to civilian life

Peer Help

At Ste. Anne’s Operational Stress Injury Clinic, employees are working in collaboration and can easily arrange contacts. For more information and peer (a trained helper and member of the Operational Stress Injury Social Support Program – OSISS) help resources, please see the Website at www.osiss.ca.


For clients and professionals in communities far from the clinic, the use of Web-based technologies to communicate with the clinic is a welcome option. Telehealth services range from individual and family consultations to follow-up appointments. The line is secure and the session is completely confidential.

Referrals for Appointments


If you would like an appointment and are a Veteran, a member of the Canadian Forces or the RCMP, or if you are a concerned family member, please call one of the following:

  • your district office
  • the Veterans Affairs Canada Contact Centre, at 1-866-522-2122


Referrals to the clinic can be made by:

  • the VAC district office, for Veterans and other eligible clients, including those from the RCMP receiving a VAC disability pension
  • the CF base medical services, for active CF members
  • the RCMP occupational health unit, for active members of the RCMP

Residential Treatment Clinic for Operational Stress Injuries

A. Stabilization Program

Stabilizing the Client’s Mental Health State

This treatment program is for clients who suffer from an operational stress injury and who have experienced a recent marked reduction in their ability to face personal, social, or work situations. The aim is to help them better manage their symptoms while facilitating a return to their community.

In this structured, clinical environment, the most immediate difficulties are addressed. Medication is adjusted while multiple therapeutic approaches help rekindle a sense of well-being.


In a short-term stay at Ste. Anne’s Hospital – usually about four weeks – clients receive:

  • assessment and medical care
  • individual and group therapy
  • nursing care and psychoeducation
  • social work services, including support for family members
  • physiotherapy and occupational therapy
  • aftercare planning
  • clinical supervision 24 hours a day

The interdisciplinary team evaluates the client’s needs, develops an individualized treatment plan, and provides therapeutic support.

Admission to the Program

Eligible clients are Veterans, or members of the Canadian Forces and the Royal Canadian Mounted Police who suffer from mental health problems associated with operational stress. Admissions are based on criteria established for the program.

In general, clients will benefit from this treatment program if they are experiencing a period marked by an increase in their operational stress injury symptoms and difficulties in daily functioning.

Clients must be willing to undergo treatment and to abide by Ste. Anne’s Hospital policies during their stay.

To ensure the continuity of care and services in the home community, the interdisciplinary team develops an aftercare plan with the client. The referring health professional or case manager is consulted as part of this process.


Referrals to the program can be made by:

  • the VAC district office, for Veterans and other eligible clients, including those from the RCMP receiving a VAC disability pension
  • the CF base medical services, for active CF members
  • the RCMP occupational health unit, for active members of the RCMP

Clinic services are provided in the client’s preferred official language

B. Residential Program

Full-Time Concentration on Therapeutic Work

Operational stress injuries may affect many areas of a client’s life, including the ability to cope with daily living. Though the client has sought treatment, progress may have reached a plateau and family members may be at a loss to help.

In a residential setting clients interact with one another and with staff while engaging in day-to-day activities. This presents many opportunities to acquire and practice alternative responses to strong emotions. During the stay, close contact with loved ones is strongly encouraged and a follow-up plan is developed with external resources to ensure continuity of care and services in the community.

Treatment Elements

During two to eight weeks in a therapeutic setting at Ste. Anne’s Hospital near Montréal, clients participate actively in:

  • life-skills building activities
  • individual and group therapy
  • healthy living routines
  • mindfulness, creative expression
  • dealing with concurrent disorders
  • communicating with loved ones
  • aftercare planning

The aim is to improve day-to-day functioning, interpersonal relations, and the management of emotions. An interdisciplinary team works with each client on treatment and ensuring follow-up.

Admission to the Program

Eligible clients are Veterans, or members of the Canadian Forces (CF) and the Royal Canadian Mounted Police (RCMP) who suffer from mental health problems associated with operational stress. Admissions are based on criteria established for the program. In general, clients will benefit from residential treatment if they suffer from complex operational stress injury conditions, and if outpatient treatment is not suited to the client’s needs. Willingness to travel to the clinic for a specified period of time and readiness for active participation in the intensive treatment process are essential. Regular communication with loved ones is encouraged. A person close to the client can be invited to a one-weekend on-site visit and take part in some activities; VAC telehealth services are also available if the person is unable to visit the facility.


Referrals to the program can be made by:

  • the VAC district office, for Veterans and other eligible clients, including those from the RCMP receiving a VAC disability pension
  • the CF base medical services, for active CF members
  • the RCMP occupational health unit, for active members of the RCMP

Services are provided in the client’s preferred official language.

Leading-Edge Clinical Programs

Ste. Anne’s Hospital take pride in offering high quality care. In its on-going quest for excellence, it provide a state-of-the-art response to the clients’ physical, psychological and social needs. The wealth of expertise, drive and determination of its professionals and researchers has enabled it to become a leader in several areas. In addition to its oral health, end-of-life care and dysphagia programs, it have also set itself apart, through its affiliation with McGill University, with its highly innovative programs on dementia, pain management, physical restraint reduction and falls prevention.

Dementia Program

For residents with dementia, the Hospital provides an environment that is safe and adapted. The four care units located in the Remembrance Pavilion were specifically designed for these clients. A living environment approach, which resembles a home-like setting, focuses on offering personalized care that is centered on helping the residents maintain their independence and on integrating their family members. Several therapeutic modalities are also offered including sensory approaches, a Snoezelen room, music therapy, animal therapy, arts and crafts, etc.

Pain Management Program

Between 46 and 85% of all elderly persons residing in long-term care facilities suffer from chronic pain. Ste. Anne’s Hospital has taken a proactive approach and systematically screens for and treats pain. In 2007, the Hospital positioned itself as the leader in this field by opening the country’s very first pain management clinic in a long-term care facility. New-generation Veterans account for more than 50% of the client base at this clinic.

Physical Restraint Reduction Program

Ste. Anne’s Hospital is a recognized leader in the field of physical restraint reduction. In the interest of providing the very best quality of life for its residents, the Hospital has implemented a clinical and educational physical restraint reduction program which has helped lower the use of physical restraints from 48% in 1999 to 3% in 2011.

Falls Prevention Program

From the moment a resident is admitted, the interdisciplinary team makes every effort to find means to reduce the risk of falls, while maintaining or improving the mobility and independence of each clients. In the event of a fall, clients can be assured that the team will respond promptly to prevent further falls.

Affiliation with McGill University

The Hospital is proud of its affiliation with McGill University. It has worked hard to carve a place for itself within the research community, particularly in the field of eldercare.

Key Partners


  • Ste. Anne’s Hospital can count on the services of about 200 regular volunteers. Their dedication and comforting presence greatly contribute to enhancing the clients’ quality of life so that they can take full advantage of the wide range of recreational activities offered at the Hospital. Volunteers also assist residents with their daily activities.
  • By partnering with a number of schools, the Hospital also enjoy the services of many young volunteers.

Red Cross

  • The Red Cross has been offering an arts and crafts program at Ste. Anne’s Hospital for 68 years.
  • These activities cultivate creativity and help the residents maintain their dexterity.

Community Groups

  • Representatives from the Royal Canadian Legion, other Veterans’ Associations, schools and other groups have a strong presence at Ste. Anne’s Hospital.
  • In addition to visiting the residents, they provide support for a wide range of activities. They are very involved, among other things, in the Commemoration program which sees a flurry of activity primarily around Veterans’ Week.

Ste. Anne’s Hospital Foundation

Ste. Anne’s Hospital Foundation is a charitable organization which supports the well-being of clients of all generations who receive health care and services from Ste. Anne’s Hospital. For further details please visit the Foundation’s Website.

McGill University

One of the reasons why Ste. Anne’s Hospital is able to deliver such high quality care and services and continuous improvement is because of the Hospital’s very unique environment. It is an environment that promotes the transfer of knowledge and expertise, the renewal of talent and the establishment of concrete bridges between research and clinical practice. This dynamic environment is further enhanced by the affiliation of SAH and McGill University. This historic affiliation recognizes and acknowledges the Hospital’s particular areas of expertise and attests to its high quality of care and services. Furthermore, it builds on the Hospital’s academic mission which comprises two components:

  • The academic component, through which the Hospital is set to become a university learning centre and a potential centre for professional development for students and young graduates, through clinical internships;
  • The research component, which will intensify research projects in areas of common interest and encourage the expansion of knowledge while helping build new bridges between research and clinical practice.

This affiliation is instrumental in creating a dynamic and challenging environment that promotes discussion and innovation, the consequences of which will directly benefit clients of all generations.

Commitment to Quality

For many years now, Ste. Anne’s Hospital has voluntarily participated in Accreditation Canada’s rigorous review process. Accreditation Canada is an independent organization that helps Canadian health organizations assess the quality of the care and services they provide, and helps these organizations find means to continually improve.

In the fall of 2011, Ste. Anne’s Hospital received a full three-year Accreditation with mention from Accreditation Canada, with an overall average score of 93.4%, in recognition of the high quality of the care and services it offers clients. This Accreditation is part of long tradition of excellence that dates back more than 50 years at the Hospital.

Accreditation Canada is an internationally renowned external agency that assesses the quality of care and services delivered by Canadian health care facilities, based on recognized standards of excellence.

The Hospital received very high scores in several of the dimensions that were assessed, including:

  • 98% for the quality of care in long-term care
  • 99% for the quality of ambulatory care offered by its day centre (the Liaison Centre)
  • 96% for infection prevention

Furthermore, six practices unique to Ste. Anne’s Hospital have been recognized by Accreditation Canada as “best practices”:

  • The monitoring of the residents’ Body Mass Index, developed by the Hospital’s Dietary Services, allows for an accurate and personalized assessment of the effectiveness of clinical nutrition interventions.
  • The Face to Face Communication System, developed by the Communications and Commemoration Directorate, has created, through regular meetings between managers and employees, a culture that is based on a bi-directional sharing of information, which ensures that messages, when received, are not distorted and that they are delivered in a synchronized and consistent manner to all employees, in a way that generates systematic feedback.
  • The multisensory approach practiced on residents with cognitive deficiencies, helps reduce anxiety and psychobehavioural symptoms associated with dementia, and it slows the decline of cognitive functions such as memory and judgement. This approach has been discussed at 24 workshops or conferences, 4 of them on the international stage.
  • The development of an approach aimed at reducing the residents’ social isolation through the use of Skype as a communication system that allows them, regardless of their level of cognition, to virtually interact and bond with families and loved ones who live anywhere in the world and across generations, without leaving the comfort and familiarity of their own room.
  • The reduction of the risk of maladjustment associated with a change in living environment requires thorough preparation and adequate support before, during and after a transfer. It is with that in mind that SAH developed a program entitled "The follow-up process during internal transfers of residents" to accompany residents and their loved ones during an internal transfer, in an effort to minimize any stress and anxiety, and to help them adjust to their new living environment. The newly developed approach and tools can be used to promptly detect adjustment problems and to implement effective interventions in a timely manner.
  • The innovative character and added value of Ste. Anne’s Hospital’s Arts and Crafts program, in partnership with the Red Cross, is recognized with regard to the quality of life and maintenance of autonomy of its residents and clients.

Ste. Anne’s Hospital is very proud of these results, as they are reflective of the continued commitment of its staff to maintaining the high quality of care and services offered to clients.

Service Quality and Complaints Commissioner

As part of the integration of various facilities and services at the Montreal West Island Integrated University Health and Social Services Centre, information regarding the Service Quality and Complaints Commissioner can now be found on this page.