How we are keeping you, our residents and staff safe

Highpoint Care Ltd, under normal circumstances welcomes and encourages open visiting to the Care Home, if it is acceptable to the resident and it does not adversely affect their quality of life in any way. Due to the Covid-19 pandemic visits have been adapted to ensure all our resident’s safety and well-being is maintained.

Visitors will be welcomed in a friendly and courteous way.

All visitors to the home must sign the visitor’s book so that the home has a record of visits and for fire purposes.

Maintenance visits must be recorded in the maintenance log and a member of staff must be informed to escort the person around the site. Maintenance persons will be required to adhere to the procedures below.

If a visitor wishes to discuss any issues relating to a resident or their care, they must be advised to phone a senior staff member as this will reduce the risk of face-to-face contact between visitors and staff. Staff must always remember to maintain resident confidentiality.

Please read Covid visiting information below which is currently being implemented until further notice.


Covid-19 Socially distanced visiting at Highpoint Care


Highpoint Care recognise that our residents remain vulnerable due to the COVID-19 virus and strict precautions need to continue, including visits. At this time, the company will only accept visits to take place in a dedicated room using our visitor’s screen or alternatively will take the Lateral Flow Test prior to the visit. Access to the building will only be permitted through the designated entrance to the visiting lounge unless specific circumstances like end of life or essential maintenance visits.

We will carefully discuss our approach to visiting with the families and health professionals caring for residents to ensure guidance is strictly adhered to. We will always aim to consider our resident’s needs and any subsequent decisions made will have been done taking into consideration the individual circumstances and ethical implications, ensuring that the resident is treated with respect so that their human rights, personal choices, safety and dignity are upheld.

The ongoing pandemic will be under constant review both locally, nationally and within the home and this policy can be subject to change at any time, unfortunately at times with no notice: –

  • A new outbreak/or suspected outbreak at the home
  • A new outbreak locally which gives the home cause for concern
  • New guidelines issued by Public Health England / Department of Health & Social Care/ Local authority or any other governing body who has the right to do so.
  • Staff, residents and visitors will be notified of any change by email or telephone.


We have introduced a strict guidance for visitors which will help us to safeguard our residents and staff from possible contamination of the virus: –

  1. ALL visits to be suspended or cease if any residents are suspected of having or become confirmed cases
  2. Visitors MUST not visit if they or any of their immediate family members have symptoms or have had a positive test within the preceding 14 days
  3. Visitors MUST not visit if they have been identified as a CONTACT of a positive case and must self-isolate for 14 days


For anyone who choses not to take the LFT test prior to the visit: –

  1. Socially distanced visits only to take place once an individual and setting risk assessment has taken place.
  2. Visits to take place at the window of or within the designated visitor room. Furniture will be set out to allow residents and staff to be able to socially distance 2 meters from each other during the visit. A visiting screen will be used to assist social distancing. The room and all furniture will be disinfected between visits.
  3. Risk assessments to be undertaken for the individual resident and their ability to remain a minimum of 2m from their visitor
  4. Risk assessment to be undertaken for each visitor
  5. A member of staff to oversee the visits always
  6. Visitors are not permitted to use the toilet facilities
  7. Visitors will not be provided with any refreshments.
  8. Limiting the number of visitors to two single constant visitor per resident.
  9. Service animals are permitted. However, pets are not permitted due to the difficulties in maintaining social distancing
  10. Visitors will always be provided with a mask to be worn during the visit
  11. Visits are by appointment only, for 30 minutes.
  12. Visitors to sanitise their hands on arrival at the home
  13. Visitors must change into a clean set of clothes on arrival at the home if an end-of-life visit is to take place.
  14. Visitors will have temperature checks prior to entering the grounds (using an infrared thermometer which has been assigned solely for visitor checks
  15. Staff to continue to wear PPE as outlined in current guidance
  16. If visitors would like to bring toiletries or gifts for their relative, they must be placed into a plastic bag and left with the care staff, who must disinfect them prior to them entering the building
  17. Visitors are discouraged from bringing any gifts that cannot be disinfected prior to handling by the resident / staff
  18. Visitors will be asked to complete the risk assessment in advance (see below)
  19. The visitor’s details will be recorded on our track and trace register and reported through the relevant channels should we be notified that the visitor has contracted or come into contact with a person with COVID-19.


For visitors who choose to take the LFT test prior to their visit: –

Highpoint Care will test visitors using the Lateral Flow Device equipment prior to a visit. Visitors will be required to continue to book appointments.

The policy sets out what the testing process will involve, what it will mean for visitors and other precautions we ask visitors to take to keep our residents and staff safe.

In the event of an outbreak at the home, apart from in exceptional circumstances, visits will be suspended.


What does testing involve?

Visitors will be asked to take a test using a Lateral Flow Test (LFT), this will be done immediately prior to the visit to test if the visitor is free from Covid-19.

We will ask the visitor to take a throat and nose swab each time they visit. The visitor will be notified of the results usually within 30 minutes of the test being taken. The visitor will be asked to complete the swab themselves supervised by a trained staff member. A swab is a small piece of soft, absorbent material on a plastic stick that is used to take a sample from your nose and throat.

The test is very straightforward, and the visitor will be supported throughout the process by a member of staff from the care home. Full instructions will be provided to the visitor prior to the test.


Key steps to prepare for during the test include:


  1. When the visitor arrives at the home
    • They will be provided with PPE and asked to put it on following correct donning & doffing procedures (posters will be displayed for guidance), this will include gloves, mask, and apron. A staff member will be available to guide the visitor if required.
    • The visitor’s temperature will be taken by a member of staff.
    • The visitor will be asked to sign a consent form to take the test and share personal information with us and to allow us to enter their details including the test result onto the Track and Trace portal. Test results will be given to the visitor approximately 30 minutes after the test has been taken.
  2. The Test
    • The visitor will be escorted to the testing room.
    • Following guidance, the trained staff member will guide the visitor to take their own throat and nose swab
    • Once the swab has been taken the visitor will be asked to wait in the test room until their result is ready which will take approximately 30 minutes. The visitor will not be allowed to move from the room until the result has been returned.
    • Visitors will need to be informed that if a test is inconclusive, they will be asked to take a further test which will result in the time of the visit being put back.
  3. The result of the test will be entered onto the NHS Track and Trace portal by a member of staff
    • The NHS Track & Trace can link a visitor’s test sample and collect contact details to send to anyone that person may have come into contact with should they receive a positive result.
    • The person completing the registration form will need: –
      – A copy of the test kit barcode — used to track the individual test
      – The test site ID number — used to link the test to the care home
  4. What does the result mean?
    We will verbally communicate the result to the visitor and NHS Test & Trace will also send a result via SMS and/or
    the e-mail​ address provided on the online registration form.

    • Positive –The visitor will have to take a second test which is a confirmatory PCR test which we will provide and register on their behalf. The result will be sent to them in around 72 hours and they will need to self-isolate until the result is received. If a positive result is received, they must isolate for 10 days, NHS Test & Trace will contact them to ask for contact details of anyone who the person has been in contact with. The visitor will not be able to visit and must go home immediately and self-isolate, preferably by not using public transport.
    • Inconclusive – we will ask the visitor to do another LFT test. If this is inconclusive too the visit will be postponed.
    • Negative – the visit will be able to go ahead, the visitor will be asked to comply with all other infection prevention
      and control measures such as ensuring they always wear PPE.

During the visit – Do’s and Don’ts

Inside the care home, we will ask the visitor to continue to wear a face covering, gloves and apron and maintain social distancing at all times.

Other behaviours that are allowed during your visit:

  • Providing the visitor is wearing appropriate PPE and following other infection control measures then it will be possible for them to have physical contact with their loved ones, such as providing personal care, holding hands and a hug however this should be minimal to our residents.
  • The screen will be removed.

Behaviours that are not allowed during the visit:

  • Taking off any PPE
  • Entering any part of the home that is not designated for the visit.
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