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Coronavirus: COVID - 19 FAQs 14th January 2021

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.

If you have additional, more specific questions please contact This email address is being protected from spambots. You need JavaScript enabled to view it. and we will answer your question directly and also add to the below Q&As if we think it may be relevant to others.

Can I visit a loved one staying in one of your homes?

We are currently facing another national lockdown. With cases continuing to rise across Shropshire and the government itself considering tougher restrictions, we have decided to close all our homes to visitors from January 14 onwards.

It goes without saying that the health and wellbeing of our residents and staff remains our top priority and as such, given the ongoing challenges presented by this terrible virus, we feel this is the right thing to do.

As always, we continue to make every effort to ensure relatives can maintain contact with their loved ones through scheduled telephone calls or Skype calls so do get in touch with our homes if you wish to make contact in this way with a resident.

We will also continue to support families who wish to be with their relatives during end-of-life care, or in other exceptional circumstances, by implementing additional infection prevention measures and these will be discussed with families at the appropriate time.

Will I need to have a test to visit?

On January 4th the Government placed England in another national lockdown. This means we are now unable to offer close contact visiting with residents. All visits will now take place behind a screen again and as such visitors will no longer be required to undertake a Lateral Flow Test before entering the home.

In exceptional circumstances, a close contact visit may be permitted with the agreement of individual home managers. In such cases a test will need to take place and a negative result returned prior to the visit taking place.

What does testing involve?

From December 14, we will be asking all visitors to our homes to undergo a Lateral Flow Test to make sure they do not have COVID-19.

Visitors will be asked to test themselves before entering the main hub of our homes. Only those whose test returns a clear negative result will be able to continue with their visit. We will also continue to monitor people’s temperature via our thermal imaging technology and again only those displaying a ‘normal’ temperature will be able to enter the home.

We will be asking visitors to carry out the necessary throat and nose swab every time they attend the home for a pre-booked visit with a loved one and where they wish to visit without the safeguard of a protective screen.

It takes around 30 minutes to get the results from a test and we will be asking people to remain in their cars whilst they wait for these.

Visitors will be asked to conduct the necessary swab test themselves and you will be supervised by a trained member of staff.

The test is very straightforward, and people will be supported throughout the process by a member of staff from the care home.

Full instructions will be provided to visitors upon arrival and we will be asking all visitors to arrive 45 minutes ahead of their scheduled visit. Please do not arrive earlier than you have been asked to.

If you return a negative test and your temperature is ‘normal’ then this will enable you to undertake a more meaningful visit with your loved one without a screen. It will also enable you to have limited physical contact.

Out of hours when testing is not available, screens will continue to be used for visits and no contact between residents and loved ones will be allowed to take place.

What is considered an 'exceptional circumstance' when homes are closed to non-essential visitors?

The Director of Public Health in Telford and Shropshire has directed all care homes across the county to close to non-essential visitors from 6pm on Sunday, September 27. In exceptional circumstances a relative may still be able to visit a loved one in our homes but in accordance with our policies. The Director of Public Health considers that exceptional circumstance status would be given in the following situations:

  • End of life care
  • Where having no visitor will significantly negatively impact the wellbeing of the person due to Dementia, Vascular Dementia, Lewy Body Dementia, Alzheimer’s or Parkinson’s
  • Where there is a medical / clinical need for a visiting professional
  • An exceptional personal situation such as a close family bereavement where it’s not appropriate to make contact virtually

These exceptions are designed to support the wellbeing of people in critical need.

Are the "constant" visitor measures which were mentioned previously being introduced?

The idea of a "constant" visitor is to have the same one named person able to make visitors to a home resident and no-one else. This has not been our favoured approach, although we will have to implement such a system if it is required by the authorities.

At the moment the public health authorities are not requiring a constant visitor approach.

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?

Prior to the cessation of non-essential visits, it was our policy not to supervise visits. There is a suggestion that this may be a requirement in the future. We are hopeful that this can be avoided in which case we would expect 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.

If my relative is receiving end of life care in a home 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. The Directors of Public Health in Telford and Shropshire have said that all homes from September 27 must close to non-essential visitors. Where there are ‘exceptional circumstances’ a relative may still be able to visit a loved one. In these instances, arrangements will be put in place to support both the resident and family members. What is classed ‘exceptional circumstances’? Please refer to "What is considered an 'exceptional circumstance' when homes are closed to non-essential visitors?" question above.

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.

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.

How often are residents and staff being tested for Covid-19?

Staff are being tested on a weekly basis and residents every 28 days unless symptoms are observed in the meantime. At the very first sign of any symptoms, staff are sent home pending a test and if a resident shows any symptoms a test will be brought forward.

What if I have further concerns?

Please do not keep your concerns to yourself, please share them with us and we will be pleased to respond. Either contact the home where your relative or friend lives or, if you are considering a placement please do not hesitate to contact us via email at: This email address is being protected from spambots. You need JavaScript enabled to view it. and we will get back to you as soon as we can.

Back to Coronavirus: COVID - 19 Information

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Phone: 01743 283 200

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