Stow Healthcare welcomes visitors to its homes in accordance with guidance set out by the government and taking into account sector-led recommendations put in place by the Care Provider Alliance.

This Visitor Protocol provides some specific information to visitors to our homes and sits alongside our Policy on ‘Visiting During the COVID-19 pandemic’, which is accessible by clicking here.

We continue to live in extraordinary times.  Visits to our home cannot return to ‘normal’ yet.  The advice below will support us all as we ease back into welcoming a small number of visitors to our homes.

Covid-19 Relative/next of kin Visiting Procedure

• Visits are allowed for residents, on the basis of risk assessment, up to ‘a maximum of two constant visitors’.  This means the same two people should visit on each occasion.  This is to limit people coming to site, and therefore increased risk of infections from different people. Families should decide among themselves who is best placed to be the regular visitor, until restrictions are eased.
• Visits over the winter will be in designated safe visiting areas in each home, which require very minimal footfall within the home.  If the resident cannot access this area, the visit will normally be in their bedroom.
• Visits will be by appointment only and must be pre-booked. Cancellations of visit or lateness to the visit must be informed to the home.
• Relatives and residents will be 2 metres apart at all times.
• Visits will be 30 minutes long, with gaps between each one for disinfecting of table and chairs etc.

Relatives:

Before visiting:

• Must pre-book visit and have visit time approved by a member of staff
• Must come alone
• If you are feeling unwell please do not attend the visit
• Do not visit if you have been ill or in direct contact with someone who has been ill in the last 14 days.
• If you are unable to attend please let the home know a minimum of 1 hour prior to the visit.
• Only two people are allowed to visit at a time, no children will be allowed.
• Bring your own face covering

On arrival for the visit

• Please do not arrive early for your visit. If you are early, please stay in your car until the time of the visit
• Please ring the front door bell to alert the home to your presence and then follow staff directions to the visiting area.
• Await staff member to begin process of booking into your visit, completing health declaration and contact details, check temperature, and use the hand sanitiser provided
• Please ensure you sit at the allocated seat, there will be a table and ‘sneeze screen’ in between you and the resident

During the visit

• The resident will be brought to you by a staff member (the staff member is required to discretely supervise the visit)
• Please do not touch the resident or move within 2 metres of the resident. Anyone found to do so will have visiting rights revoked. This is for the resident’s safety.
• Whilst wearing your mask it might be worth bearing in mind the following:
  • Speak louder and clearer
  • Be aware of the tone of your voice
  • Write information down if your relatives can read
  • Use gestures
  • Maintain eye contact
  • Wear familiar clothing
  • Style your hair in a familiar way.

• We will be unable to offer any food and drink during your visit
• When you see your relative, this will be an emotional time. Try not to be upset if your relative does not seem really happy to see you; they may not be aware that they have not seen you for such a long time.

After the visit

• Once your 30 minutes visiting time has ended a staff member will ask you to leave the premises quickly
• Please dispose of your mask safely once off site
• The resident will be escorted back into the home

Visiting hours will vary from home to home – please enquire with each home to check.  The number of slots available each day may vary from home to home, depending on what is manageable, but each home will endeavour to provide as many as possible.

Visits will be on a first come first serve basis, ensuring it is fair for relatives of all residents to visit.

Relatives will only be allowed to book a maximum of one slot per week normally.

Where possible, a dedicated staff member will support the visiting process, but we ask you to be understanding if on some days the home cannot facilitate this.

In the event of any suspected or actual outbreak of COVID-19, or a suspected or known case of COVID-19 within a home, visitor restrictions may need to be immediately implemented which suspend some of these enabling approaches and will include exclusion of any non–essential visitors. This should be implemented in a transparent manner with open and clear communication to residents and relevant family members.

We will not be able to offer toilet access on site currently.  Please plan your visit to consider alternative local toilet access if required.

We sincerely appreciate your help and support in these difficult times.  If you have any questions, please contact the home on the numbers provided on the attached pictorial guidance.