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COVID-19 Policy for Clients
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COVID-19 Policy for Clients

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COVID-19 Policy for Clients



Version No.


Date of Document

15th April 2020


Jonny Bottomley (CEO)

Approved by

Aljona Kopp (Registered Care Manager)

Next Review Date

April 15th 2022

Financial implications of doc


Amendment history





21st of May 2020



23 of November 2020

Organisation testing kits


30th January 2021



16th August 2021

Carer vaccinations + Isolation guidance for vaccinated individuals

Policy for clients:

From this point, we would ask all our clients to observe the following policy at all times. As always, teamwork and communication is key. We are doing all we can to support you.

Please call us on 020 3970 9900 at any time for advice and support, our lines are open 24/7 for emergencies. If you believe you or someone you have been in close contact with recently has a temperature above 38°C or a continuous cough or change to your sense of smell or taste please inform us and we will work out a plan for your isolation and also complete a PCR test as soon as possible. If you would like further advice on best practice, email us at and we will get back to you within a 24-hour window.

This virus is most contagious when the first symptoms show and for two or three days afterwards, so it’s important that you follow this policy and NHS guidelines in order to protect ourselves and our clients.

Although people of all ages can get coronavirus, those of use who are elderly or have pre existing medical conditions such as asthma, diabetes, or heart disease are at higher risk of becoming severely ill if we contract the infection. Since these categories will include many of our clients, please ensure you follow this policy fully.

Extra measures we have taken to ensure that safety of our clients

Robust and comprehensive Coronavirus business continuity plan in place since the outbreak of Coronavirus, which we continually review in terms of our operations in line with Government guidance.

This outlines our process and response to meeting Government regulations, supporting our carers with advice and equipment to safely do their jobs, whilst ensuring our clients are kept safe and well in their own homes with no interruption to the care we provide.

Our professional carers are taking all necessary precautions both when travelling to work and whilst on placement. Carers are maintaining strict infection control measures, including regular handwashing, social distancing and frequent surface cleaning in home.

All our professional carers have access to sufficient PPE required for the range of scenarios in which it is required. Generally, given the nature of live-in care there is much lower infection risk in providing care to someone in their own home, so we do not expect our carers to wear PPE all of the time whilst working with their client which ensures the softer side of care delivery and emotional connection is not compromised.

What happens if a client's carer has Coronavirus symptoms and/or tests positive for the virus?

If a carer becomes unwell at work and is symptomatic, they are required to report this immediately to the Care Manager. The Care Manager will liaise with you about the best course of action, which in most cases would be supporting the carer to leave your home safely to self-isolate elsewhere. We will draw on our resources and send a replacement carer to your home to ensure your safety and on-going care needs are met. We will then request that the carer seeks a test so that we can ensure they follow the guidance on self-isolation before returning to work.

If your professional carer feels unwell or receives a positive test for Coronavirus before they are scheduled to care for you, we will immediately find a replacement carer for you so you can be rest assured not to be left with no one to care for you.

Are your carers tested? carers participate in a testing programme as part of the NHS infection control programme. From the 1st of January 2021 all carers will need to show a test result prior to arriving on a new placement and when returning after their breaks.

Have your carers been vaccinated? is committed to have all of our professional carers vaccinated as soon as possible. We have not, yet, made it mandatory for our carers to have a vaccination and will be following governmental advice on social care vaccinations. The coronavirus (COVID-19) vaccine is safe and effective. It gives you the best protection against coronavirus.

What happens if a client contracts Coronavirus?

We have a very robust process in place should one of our clients experience the symptoms of Coronavirus. Whilst most of our clients are continuing to spend more time at home than usual, we do know that the current situation is not entirely risk free.

If clients observe any symptoms of Coronavirus our professional carers will immediately notify their Care Manager, who reports the case. The Care Manager will then contact the family to advise them of the situation and will help support the family complete the track and trace application to ensure their loved one is tested. If a client tests positive they will have to isolate for 10 full days. We will also request that our carer is tested.

Many of our carers, despite having their own families, have been happy to self-isolate with their client in their home for the 7-14 day period so both can remain safe. The professional carer with the remote support of their Care Manager will complete a comprehensive review of the client’s care plan.

Isolation guidance

Individuals who have had two Covid-19 vaccines will no longer have to isolate if they have come into contact with someone who has tested positive for the virus. Instead of having to quarantine for 10 days, they are now advised to take a PCR test.

Looking after your wellbeing

We understand how difficult it is for everyone not to be able to see their family and loved one’s in a way they are used to. This of course is even more worrying and upsetting for those who are choosing to continue shielding, or under local lockdown restrictions as the prospect of getting back to a new normal is not really understood yet, which provides more uncertainty about the future.

NOK visits

We strongly recommend that family members reduce in-person visits to as little as possible. For family members that cover carer breaks as part of a support bubble we recommend that the visiting person/s get a test weekly. This is to give both our clients and professional carers the peace of mind that the people entering their home are safe. You can request tests from directly via calling 020 3970 9900 or alternatively email

Vaccination help

The NHS will contact you and invite you to book a vaccine appointment when it’s your turn. You may receive a phone call from your GP practice or local NHS service, but you may also be contacted by email, text message or by letter. So it’s useful to keep an eye out to make sure you receive the message (for example if you have a mobile phone but don’t typically use text messages). If your contact details have changed lately, now is a good time to make sure your GP practice has the most up to date information.

Useful resources:

COVID-19 Carer Policy

Created: 15/03/20

Review date: 04/04/22