There has never been a more unprecedented time for the UK’s care sector. We are living and working through challenging circumstances and our team is committed to providing the best quality of care to all residents. To support them, their families and staff during this period of uncertainty with coronavirus COVID-19, we have put in place a number of measures. We understand this is a worrying time for individuals and friends and families coming into health and care services and we want to reassure you that we are doing everything we can to ensure that residents and staff are as safe as possible.
As the Nation begins to emerge from “lockdown” we make no apology for remaining cautious however if you have suggestions or concerns arising from the pace of our changes we would welcome your comments so we can consider them and respond, after all none of us have been through this before.
Our primary concern is the safety and well-being of our residents and the genuinely remarkable staff who have kept them safe over the last 16 weeks.
We hope the following information will provide answers to some of the questions which you might have at this difficult time.
Can I visit a loved one staying in one of your homes?
On March 13, we put in place a number of procedures which meant non-essential visitors including family and friends were not allowed to visit loves ones in our homes. This decision was taken to ensure the safety of residents. However, with the national relaxation of “lockdown” our plans were reviewed and on June 24th we began a phased re-opening of homes to visitors albeit with clear on-going restrictions applied.
On July 22, the Government issued further guidance to care homes outlining the need for homes and residents to identify a ‘constant visitor’ and as such our visiting arrangements are now being updated.
What is meant by a "constant" visitor and why is this being introduced?
This is a requirement in the guidance from the Department of Health and Social Care and it is aimed at limiting the numbers of visitors to a single [constant] visitor per resident. This, for example, means the same family member visiting each time to limit the number of different individuals coming into contact. This is in order to limit the overall number of visitors to the care home and/or to the individual, and the consequent risk of infection. We will keep this under active review and await further local guidance.
This change in our visitor protocol will take effect from the 17th August. We are obliged to make this change but hope that local guidance will replace it. Please be aware this does not change our approach to supporting end of life visits.
What scientific advice has been taken into account to support the decision to readmit visitors to homes?
The easements which we are allowing in our homes comply with Government guidance. The latest official advice regarding the admission and care of people in care homes is available to view online at: https://www.gov.uk/government/publications/visiting-care-homes-during-coronavirus/update-on-policies-for-visiting-arrangements-in-care-homes.
Phased re-opening of our homes has been subject to the following criteria:
1) A whole home test being completed and all staff and residents being clear of Covid-19.
2) Thermal cameras being installed at the home and an agreement in place for visitors to the home to sign.
Should a home re-open to visitors and then a case of Covid-19 in that home is later confirmed, restrictions will be put back in place.
What is your approach to Test and Trace?
We are obliged to ask for contact details of all visitors to our home, this is to assist the NHS Test and Trace service for tracing close recent contacts of anyone testing positive for coronavirus. It will be given to NHS Test and Trace on request in the event that it is required for contact tracing purposes. It will not be used for any other purpose, and will be destroyed after 28 days.Regrettably we will not be able to allow visitation without the above consent.
How will you protect care home residents against the risk of asymptomatic infected visitors bringing the disease into the home?
We are using thermal imaging cameras, a health questionnaire and visitors will be asked to wear a mask. Regular cleaning of designated visitor spaces will also take place.
Are you sure that the thermal imaging cameras will not provide a false sense of security to visitors and staff, given that they cannot detect all infections?
The cameras are only one measure which we are using and they will enable us to monitor visitor temperatures in a much less invasive way.
How will you ensure that visitors and residents observe social distancing during visits? Will visits be supervised?
We will not be supervising visits but there may be staff working in the vicinity depending on which home you are visiting. We are asking visitors to sign an agreement which confirms that they will act responsibly in the best interests of safety for residents and staff. Visits will be terminated if individuals do not conform to the agreement.
Will visitors be asked to wear masks to reduce the chance of transmission of the virus to staff and residents?
Yes, this forms one of the conditions listed in the visitor agreement.
Will the visiting space be disinfected after each appointment?
The Government currently has strict rules against indoor visits of friends and family in different households, due to the virus spreading much more easily in indoor environments. If visits are to resume, have you considered allowing them only in sunny weather in an outdoor environment, where it would be harder for the virus to spread?
We will, when we can, be facilitating visits in the garden but feel it is only fair to have an indoor alternative option for the inevitable poor weather conditions.
When will the whole-home testing programme be completed in homes?
These were completed on July 3, and to give you some idea of the numbers, we tested 792 staff, of which 780 were negative, 4 were positive and 8 results are awaited. A total of 394 residents were tested, of which 390 were negative, 3 positive and 1 result is awaited. These numbers exclude tests of those tested previously or outside of the whole home test programme. All staff and residents were asymptomatic at the time of the test. All staff have returned to work and all residents are well.
In the whole home testing programme, have any staff tested positive?
If my relative is receiving end of life care in a home which has not yet completed the whole-home test, can I still visit?
We understand that friends and family of those receiving end of life care will want to say farewell and we will work with families to ensure this can happen. In these instances, additional arrangements will be put in place to support both the resident and family members.
Are you still allowing health care professionals to visit homes?
We have always welcomed essential access for health care professionals and urgent suppliers. These visits are strictly monitored and controlled.
Are you still admitting residents to homes?
We have admitted new residents throughout the pandemic. These have been carefully controlled and are now subject to fresh government direction. As you would expect each admission follows careful assessment of needs by applying additional screening to our normal thorough admission assessment. This now includes a test for COVID-19 indicating that the person is no longer positive and/or is asymptomatic. Following guidance, anyone being newly admitted to a home will be supported and asked to stay in their own room for at least 14 days as a precautionary measure.
Have there been any confirmed cases of COVID-19 at Coverage Care homes?
At this time (July 8) we have no cases of Covid in any of our 14 homes. Following new direction from government we will be testing all staff weekly and each resident every 28 days. Given the numbers it is likely that we will detect a small number of people with the virus from time to time. If this happens, we will be open with the residents, staff and families and take necessary actions to keep all parties safe.
Family members should be assured that people who are unwell are isolated in their rooms and that should their loved one be suspected of contracting the disease, they will be contacted by the home staff.
What if my relative needs additional medical help?
Coverage Care Services continues to have access to a full range of medical services when necessary as well as additional health and social care support from its partner agencies.
What will happen if my relative or loved one starts to show symptoms associated with COVID-19?
In line with Government guidance a test will be arranged and any resident displaying symptoms associated with COVID-19 will be supported in their own room for the recommended period. As next of kin we will naturally keep you informed of any change in health.
Will my relative be tested for COVID-19?
As above all residents will now be tested every 28 days or more frequently if they display symptoms or if they should come in to contact who has been confirmed to have the virus.
If my relative tests positive for COVID-19 how will he/she be cared for?
We do not assume all illness is COVID-related and advocate for residents to be treated for infections and other illnesses proactively. If, however, residents test positive they will be supported in their rooms for 14 days. Residents are monitored closely, and their temperatures are taken twice a day. Acute care plans are introduced to monitor fluid/food intake and repositioning charts are completed to reduce the likelihood of pressure areas. Support is given to maintain mobility and muscle mass whilst in their rooms/units. Wherever possible rooms being used for self-isolation are en-suite and all will have a TV and or radio available to provide background company if required.
Do staff have access to appropriate Personal Protective Equipment (PPE) equipment?
Yes, we are proud of the fact that throughout the pandemic we have been able to provide all staff with the PPE indicated by Public Health England guidance and we are confident this will continue to be the case. We are aware that some have struggled to meet this standard but this is not the case at Coverage Care.
Are staff being tested for COVID-19?
Yes, please see above, this will now be done on a weekly basis.
Any member of staff who suspects they have symptoms associated with COVID-19 will self-isolate for the recommended period of time. If staff test positive then our policy is that they are able to return to work after 14 days or 7 days after the last sign of symptoms. This period of absence is fully paid.
Will Coverage Care be providing recovery beds for COVID-19 patients who are discharged from hospital?
Any person who has tested positive and/or displaying acute symptoms associated with COVID-19 will not be admitted to any home run by Coverage Care Services. We expect people who have previously tested positive to be re-tested and to be asymptomatic prior to an admission being agreed. Requests may be assessed on an individual basis and if convalescent patients were to be accepted, they would be subject to strict isolation controls referred to above.
What action is being taken to slow the spread of the virus in your care homes?
We are adhering to strict protocols to protect residents and staff throughout all of our homes, based on Public Health England’s guidance, Government policy and our own experience. Measures in place include:
- Visitors and health care staff to follow new visitor protocols in homes which given the go-ahead to re-open to visitors
- Health screening questions on admission to a home
- Automatic 14 day isolation period for residents admitted into the home or following an appointment at hospital
- Residents will only be admitted from hospital after receiving a negative COVID -19 test result
- Staff do not wear their uniforms to or from work including footwear
- PPE guidance relevant at the time is followed (we have maintained supplies of PPE throughout)
- Infection Prevention and Control training is in place
- Hand washing guidance is adhered to and reinforced by posters
- Staff are trained how to safely put on and take off PPE
- We keep staff working on one unit (cohort) for their shift to limit the likelihood of transmitting the virus
- Cleaning regimes have increased and “deep cleaning protocols” are the norm
What are the arrangements for keeping relatives informed about what is happening in homes? The Health Secretary said in the briefing on Friday all homes should be open and transparent.
At Coverage Care, we believe we have been and continue to be open and transparent about the situation in our homes. We communicate on a regular basis with all relatives and do our best to enable residents to maintain positive communications with their family members. We are only too pleased to respond to individual queries and we routinely reproduce any questions asked (anonymously) in these pages.
- We send weekly family letters via email updating everyone on what is happening in Coverage Care during the COVID- 19 pandemic
- We post regular updates on our website
- We purchased additional laptops to facilitate Skype calls between residents and their families. Feedback from relatives about this has been very positive.
- Individual homes make contact with relatives if a resident’s condition changes and reporting schedule is agreed to make sure relatives are kept up to speed on their family member’s health
- We have actively increased our social media engagement to make sure family members can view all the positive things taking place within our homes.
Our excellent advisors have recently developed a social media “wall” and we would very much encourage you to view this so you can keep up to date with home activities. We would also encourage you to contribute your comments by posting on our social media platforms.
Has Coverage Care furloughed any of its employees?
A small number of our staff are deemed as vulnerable and require to be shielded in line with the Government’s guidance. In some of these cases staff have been furloughed. You will be aware that the rules regarding furlough are due to change in the near future.
What if I have further concerns?