Coronavirus (Covid-19) FAQs

Your loved one remains our priority.


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. But also to help ensure residents remain active, stimulated and follow their passions. 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.

Yes. Pre-booked visits to your loved ones can take place inside our homes, as well as in our gardens and specially installed visitor pods. As you will appreciate, these visits come with a few health & safety conditions in order to protect our residents and staff. Before you make a visit, you will need to directly book by calling the appropriate care home in advance – please indicate where you would prefer the visit to take place when speaking with the home.

We continue to recommend for visits to take place outside where possible. We’re very lucky that all of our homes have stunning gardens for residents (and their families) to facilitate visits. In addition, we have installed visitor pods in our gardens in order to provide a secure and warm space for nominated visitors and their loved one to meet at a safe distance. You can also take your loved one out of the home for short outdoor visits, such as for a walk. Please note that we ask that you return to the home within two hours.

Indoor visits require additional safety protocols and are currently restricted to bedrooms.

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

All visits (indoor or outdoor)

  • Two nominated visitors can visit your loved one at one time or during the same day. You will be required to complete a rapid (lateral flow) test upon arrival at the home.
  • Up to five nominated visitors are now allowed per resident (with two visiting in any one day as per above). Please share the names of all nominated visitors with us in advance.
  • You must wear a face mask throughout your visit.
  • Please use the alcohol gel provided to wipe your hands. Safe hand-holding (post-sanitisation) is fine, though we continue to advise you not to hug your loved one.
  • Please do not arrive unannounced, you must pre-book your visit to avoid disappointment.
  • Refreshments can be provided – please bring your own mug/cup.
  • Toilet facilities will not be available (for visitors).

Indoor visits (only)

  • These will be limited to 20 minutes (to minimise the risk of infection and enable more residents to see their loved ones during one day).
  • In addition to the rapid (lateral flow) test on arrival, we require you to take a weekly PCR test if you are likely to help your loved one with washing/dressing.
  • Visitors will be given PPE equipment to wear and escorted to a resident’s bedroom where the visit will take place.

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.

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, including a programme of stimulating activities.

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

We ensure that every new resident – and their families – feel warmly welcomed, supported and engaged throughout their isolation period. New residents are given personalised care so they are not only frequently monitored but are also kept engaged. New residents can get involved in a wide range of activities even during the short isolation period, and can also enjoy our gardens.

We work hard to interact with our new residents and prepare them for life in our homes both during and after their short isolation period.

Staying connected is important to us, so residents are able to take video calls with their families at times that suit them. Our spacious rooms are well equipped and allow for personal possessions to also support engagement and stimulation.

Residents and staff socialise and do not socially distance (outside of any resident in isolation). Residents can undertake a wide range of arts and crafts, while staying active with dedicated fitness classes. A number of these are currently led by virtual instructors. However, we are beginning to resume in-person visits such as occupational, music and art therapists and other outdoor facilitators - all following strict infection control procedures.

Our care homes are regarded as a home from home, so there are strong ties and a positive, community feel. So while residents cannot currently enjoy some of the outings and special trips we normally run, we work hard to keep them stimulated. We hope to resume our highly regarded programme of external outings etc later this year.

We regularly test both our staff and residents, including new residents (who must test negative prior to admission).

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.

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.

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.

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 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.

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.

We are gradually reintroducing activities run by external facilitators/instructors back into the home, initially prioritising outdoor activities. We operate a wide-ranging programme of daily activities and events, including specialist well-being activities such as music therapy, G-fitness and aromatherapy.

We run a daily programme of activities, from arts and crafts to fitness so we strive to involve new residents as much as possible within their own room. Our staff take the time to engage with residents as part of the 14-day personalised care, getting to know their interests and hobbies which makes integration into the wider home easier.

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.

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.

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.

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