Ottawa’s Montfort hospital sees twice the number of patients for mental health emergencies as the Ontario average. And as this number increased in recent years, the everyday environment of the ER waiting room – chaotic, loud and overstimulating – became an ever larger trigger, causing distressed patients to flee or harm themselves or others. In the new Mental Health Emergency Zone right off the main ER, everything has been designed for de-escalation, and staff and patients are seeing dramatic results.