COVID-19 Coronavirus: advice and guidance


Visiting the home

Calls to the homes 02.04.2020

Since the government’s lockdown was imposed across the UK last week, we have seen a 40% increase in calls to the home each day from people wishing to speak to relatives.

This means that the lines are frequently engaged with people worrying because they are unable to get through to the home.

We do understand that this is an anxious time for both residents and relatives, especially now that visits have been temporarily suspended to minimise the risk of infection. However, to ease the pressure on the phone lines and ensure that everyone can take their turn in talking to a relative, can we please ask all callers to do the following:

  • Listen carefully to all the options and select the most appropriate, depending on the time of day
  • Avoid the home’s busiest times: 8am – 10am, 12.30pm – 2pm and 5pm – 6pm
  • Be patient – you will get to speak to or video call your relative

We are also giving regular wellbeing updates to the relatives of residents who are unable to make or receive calls. If you are unable to contact the home by phone please email us and arrange a dedicated time where you can talk to your loved one or have a wellbeing call with a member of our team.


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