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General Enquiries 0808 208 3643
General Enquiries
Make a Referral 0808 208 2147 General 0808 208 3643

COVID-19 information

Last updated: 25th September 2020

We continue to review all national guidance, statements and requirements related to Covid-19, and are consistently implementing them as required across our full range of services. Where local restrictions are in force we have standard operating procedures in place, which include adjusted visiting and leave arrangements. If you believe the service supporting your loved one may be affected by these restrictions, please contact the site directly to discuss the local arrangements being put in place. Equally, if you have any suggestions or comments on how we are providing our services during these times, please do not hesitate to contact coronavirusqueries@priorygroup.com.

Message from our Group Director of Nursing & Executive Lead for Infection, Prevention and Control

Further to the scientific guidance and the latest requirements announced by the Government and First Ministers during the week of 21st September, we continue to ensure that all services across our four divisions and central support teams are meeting the requirements to keep everyone as safe as possible in these difficult times. Our pandemic plan remains fully operational, along with a specific focus on the management of flu and other seasonal-related conditions.

Operational leadership arrangements are in place across all services 24/7 and colleagues have access to a dedicated helpline regarding Covid-19 for any queries or requests for support. We are working to the latest national infection prevention and control guidance published in August 2020, alongside local restrictions to manage local outbreaks as determined by the Government and local authorities. We continue to work to the standards and requirements relating to Covid-19 through our pandemic management arrangements, including our monitoring and provision of the appropriate PPE. All of our patients have access to testing as do our staff.

Our teams are in regular contact with key commissioners and are following national guidance related to the provision of information, including nationally-required reporting. On this basis, I regret that we continue to be unable to respond to requests for business continuity plans or general preparedness information. Instead, we are directing external stakeholders to the information contained on this webpage, which we continue to update on a regular basis. However, if your query relates to a specific individual placed at one of our services, please contact that site directly using the contact details available on this website and we will do whatever we can to assist.

Jane Stone
Group Director of Nursing & Executive Lead for Infection, Prevention and Control

Message from our Chief Operating Officer

During this time, I can only imagine how hard it has been not to see your loved ones. Following a detailed assessment of the latest Covid-19 guidance, we have decided to allow visiting to our homes again under very strict conditions. These conditions are in place to reduce the chance of your loved one being exposed to Covid-19, and we continue to limit the number of professional visitors and agency workers to our homes as ongoing safeguarding measures. The processes around visiting are explained in more detail below in the ‘visiting information’ section.

I take extremely seriously the trust that you have put in me, my senior leadership team, the home managers and nursing/care colleagues. Every day we continue to monitor each site to ensure that they have the correct supplies, check how everyone is doing and assess various quality aspects. I am bowled over by the many creative ideas that have been put in place to keep all of our residents upbeat and enjoying their lives at this time. The sacrifice and giving I have seen has just been amazing. We monitor for government guidance daily and enact it immediately. The teams are well trained in ensuring that infection prevention and control measures are maintained to the highest standard.

Home Managers are there to answer any of your questions; please do get in touch with them and don’t worry about asking anything. We want you to be informed.

Finally, I would like to say that I hope you are keeping yourself safe and well.

Rebekah Cresswell
Chief Operating Officer
Priory Adult Care

Visiting information

Following updates to the guidance in all four of the UK countries, visiting inside care homes is now being considered on an exceptional basis. Consideration when deciding if an inside visit can be facilitated include:

  • A balance of the benefits to the resident, against the risk of visitors introducing infection into the care home, or spreading infection from the care home to the community
  • The ability of the home to put in place practical measures to mitigate any risks arising from visits, such as visits in specified rooms with ventilation and cleaning programmes in between visits, communal gardens, window visits and/or drive-through visits, and the suitability of this depending on the individuals own and family circumstances, as well as the environment at the home
  • The health and wellbeing risks arising from the needs of the cohort of residents in that setting. This will include both whether their needs make them particularly vulnerable to COVID-19 and whether their needs make visits particularly important
  • Relevant advice with regards to the COVID-19 status within the geographical locality from Public Health England, the local Health Protection Team and the local Director of Public Health, or relevant authorities for each UK nation
  • Discussions with residents, their loved ones and colleagues to address any anxieties and provide appropriate support, policies and procedures to enable staff to facilitate visits safely and in-line with all of the relevant guidance
  • The likely practical effectiveness of social distancing measures between the visitor and the residents, having regard to the cognitive status of the resident and their communication needs
  • Where socially distant visits are not practical due to the presentation of the individual, additional infection-control measures will be put in place to protect the residents and visitors to allow the visit to take place. This might include the provision of personal protective equipment (PPE), as provided to members of staff caring for that individual.

If you would like to receive a copy of our visiting policy providing more information on family and friend visits to our care homes during the COVID-19 pandemic, please contact the home manager directly.  


We understand that Commissioners and Care Management teams will continue to require accommodation and support for individuals, whose changing placement requirements may need to be responded to swiftly. In particular this may include Residents facing home closure or a breakdown in their community placements. We are continuing to accept and review referrals on a case-by-case basis, ensuring strict screening procedures.


Where a decision has been made to admit a resident, please be assured that a thorough pre-admission checklist, which will include robust risk assessment, has been completed. This screening and assessment will take into consideration all relevant factors, such as the location the service user is coming from, their current health, potential exposure to COVID-19 and the current status of the Priory service into which they will be moving. All residents will also have a COVID-19 test prior to admission. All risk assessments will be signed off by a member of the senior leadership team, who are taking every possible step to ensure the continued safety of all residents and staff within the Priory.


Discharges are being carefully managed and are only going ahead if it is to the resident’s home, or it is the safest option for them to move to a different kind of setting during this time. For example, if someone becomes mentally unwell and needs a specific kind of treatment.

It is important to us that Priory Adult Care is able to continue to support you and all of the residents during this time. We commit to do all that we can to ensure risks are managed and monitored, whilst continuing to facilitate placements, where all parties deem it safe.

Frequently asked questions (FAQs)

Below you will find a helpful list of answers to the frequently asked questions (FAQs) we have been receiving at Priory Adult Care, regarding COVID-19.

We will be updating the information on a regular basis, therefore do revisit this website page. If you have any questions or specific placement enquiries, please do get in touch.

  • What support is there for families and carers?

    We know that this is a very difficult time for families and carers, who may not be able to see their family member due to the restrictions that are currently in place. However, all sites are being creative in providing additional means for contact to be maintained through phone calls or video calling, as well as ensuring that family members are updated on someone’s wellbeing where consent is given to do so. We want to continue to be flexible on how families can maintain contact.

  • What happens if a resident presents with symptoms?

    If a resident presents with symptoms, they are isolated immediately. If symptoms are mild to moderate, they will continue to be supported in isolation in their own bedroom or flat. If their condition worsens, their GP or 111 will be contacted for advice and where necessary, the resident will be transported via ambulance to the nearest hospital for further treatment. Family and/or carers, and their Care Manager from the Local Authority or CCG, will be informed immediately and kept updated throughout.

  • Do you have any isolation facilities and/or shielding?

    At all of the services, we have created the ability to ensure a safe isolation of our residents, this will be in their bedroom or flat. Teams have set procedures to follow based on national guidance to help ensure that a safe environment is maintained, that infection prevention and control processes are in place and that cleaning, including deep cleaning are adhered to. If someone is identified as needing to be shielded, even though not symptomatic, we are able to provide them with an isolated environment, whilst we continue to provide them with the care and support that they need. This again will be in their bedroom or flat.