Coronavirus (Covid-19) FAQs

Your loved one remains our priority.

C&C
C&C

During this unprecedented time, please be reassured that we are doing everything possible to protect your loved one and minimise the risk of infection from Coronavirus. Our staff remain committed to the care and support of every resident.

All of our four care homes follow strict protocols to ensure the well-being of residents and our staff, and we continue to adhere to the latest Government and Public Health England (PHE) guidelines. Residents and staff are tested regularly. New residents will be tested prior to moving in.

You can also find further information on our response to this crisis in our COVID-19 Management Plan.

Pre-booked visits to your loved ones are now available however, as you will appreciate, these visits will come with a few health & safety conditions in order to protect our residents and staff. For example, all visits will take place in our gardens and be time limited. Before you make a visit, you will also need to pre-book with us directly via calling the appropriate care home.

Please read the full list of conditions below that will apply for your visit:

Visitors

  • Only two visitors will be permitted to visit each resident (on any one visit)
  • You can only visit your loved one for 20 minutes (this minimises the risk of infection and enables more residents to see their loved ones during one day).
  • You must wear a face mask throughout your visit
  • You must fully observe the 2m distancing rule with your loved one and others
  • Please do not arrive unannounced, you must pre-book your visit to avoid disappointment

Facilities

  • Your visit will take place in the garden
  • Please use the alcohol gel provided to wipe your hands
  • Refreshments can be provided – please bring your own mug/cup
  • Toilet facilities will not be available (for visitors)

Booking your visit

Please contact us and choose from an available slot. We appreciate if you can be flexible with us on days/times as we will have limited slots available each day. You can find contact details here.

In the event of COVID-19 infections

While we remain COVID-19 free we will continue to support visitors providing all of our guidelines are followed. We know how important it is to you and your loved ones. However, as we are sure you will appreciate, we will have to suspend future visits in the event of staff or residents developing symptoms or testing positive in the future.

We know that you are anxious about your loved one’s wellbeing. You can still communicate with them via phone, Skype or Facetime (face to face video calling on your phone), and we encourage you to arrange these with the relevant care home staff.

If your relative does not have their own mobile phone, we have a limited number of tablets (portable mini PCs) in the home they can use to contact you. These are sanitised between usage. Due to the limited number of tablets available, we would be grateful if you could call the home in advance to arrange a suitable time to speak to your relative.

Staff are on site 24/7 to give your relative professional levels of care and support they need. We will update you on their health and wellbeing as necessary.

In the event of your loved one contracting Coronavirus, we will follow appropriate procedures in line with guidance from the Government and PHE. Your relative will be cared for by staff in isolation to reduce the risk of infection to other residents. Relevant medical professionals will be notified. When symptoms have subsided and are no longer considered infectious, your loved one can then return to communal areas as before.


In such cases where a resident’s conditions worsens or requires additional medical support as per current guidance, they will be taken to a hospital to receive the care they need.

We continue to follow the advice and guidance from the Government on PPE. Our staff wear protective equipment when and if it is necessary for them to reduce the risk of infection. All of our staff observe hygiene rules e.g. washing hands. Of course, it is not always possible or desirable to observe social distancing rules for a number of reasons.
Importantly, we also follow strict hygiene protocols – continually sanitising the homes and equipment.

We regularly test both our staff and residents if they are showing Coronavirus symptoms, and we will continue to follow the advice from medical professionals/Public Health England.

Yes. As is our standard practice we have sufficient food stocks onsite and also regularly receive food and other essential supplies from our normal suppliers. We also have contingency plans in place to protect our food and other essential supplies, as well as being able to source alternative suppliers if required.

At all times, our intention is to provide the best levels of care to your loved one. During this crisis, our staff face many difficulties – from childcare to getting to work and of course, minimising health risks to themselves and to others. Therefore, we have contingency plans in place to ensure that we have appropriate staffing levels. We have had – and may likely have – some staff previously needing either to shield with relevant health conditions or to self-isolate with symptoms. We are continuing to recruit both temporary or permanent staff as the need arises so we are adequately covered. We are also in contact with our local health protection team and continue to follow the Government guidelines.

While all of our regular external facilitators/instructors have been suspended such as our fitness and music therapy, we will be introducing online versions of these activities as well as continuing to organise regular activities delivered by care staff within the homes. We are doing our best to keep your loved one engaged and entertained, and we will continue to review these measures.

We already have strict cleaning protocols in place at all times, and these are subject to regulatory and statutory requirements. However, we have issued extra guidance for staff and have already increased the frequency of the cleaning of core communal areas including doors, door handles, handrails, bathrooms, dining tables and chairs and kitchen facilities. Staff also observe strict personal hygiene protocols.

Waste disposal will be continued following our standard practice, if any resident contracts Coronavirus we will remove waste in accordance with advice from PHE, to reduce the risk of infection to both residents and staff.

All non-essential visits have been suspended. We remain in regular contact with our local GPs via phone and Face time, and we will continue to seek their guidance and provide access to your relative/loved one to their GP as required.

The NHS has cancelled all non-urgent operations as of 15 April. We are closely monitoring the situation and are in regular contact with healthcare professionals.

At this very sensitive time, we will contact you if it is evident that your relative is nearing their end of life. We will aim to support a visit in such exceptional circumstances, observing all current guidelines. These visits will be limited to one person at a time and for up to 20 minutes and be restricted to the residents bedrooms only. Such visits will need to follow strict infection control processes and visitors must wear relevant personal protective equipment in the room and maintain social distancing guidelines.

New residents will be admitted provided they have a negative COVID 19 result from a test carried out within two/three days before being admitted. They should self-isolate from the point of the test, where possible, until the result is known.

In addition, all new residents will be required to self-isolate for a short period upon moving in, regardless of negative result or if they have been isolating before admission. All new residents will receive personalised care and support during this period.

You can also find further information on our response to this crisis in our COVID-19 Management Plan.

C&C
C&C
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