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

Covid-19 information

Last updated: 9th November 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. Given the current restrictions that 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

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, alongside 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 as often as you would have done. I take extremely seriously the trust that you have put in me, my senior leadership team, the home managers and nursing/care colleagues at Priory Adult Care.

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

Different visiting arrangements are in place across our Priory Adult Care homes, depending on the type of service being offered there, the potential vulnerability of the residents and which UK nation they are in. However, the core principles of visiting are as follows:

  • Individual Risk Assessment
  • A “My Visiting Support Plan” for each resident and service user that is personalised to them
  • If your loved one does not have capacity, we will have completed a Best Interest meeting, that involves you and their social worker. If this has not happened, please get in touch with the Home Manager
  • We have to pay attention to views of local authorities/governments who are tasked with assessing infection risks in local areas.  This may mean that we have to halt our visits, if an area goes into a local lockdown/restrictions. In the four UK nations, there is a slightly different approach, but they are mainly built upon a tiered approach depending on infection rates in the local populations
  • We will still arrange visits for people at end of life with a risk assessment in place, despite restrictions locally or nationally. The government guidance allows for this
  • Regrettably we are still unable to offer refreshments or toilet facilities to you at this time
  • Only adult visitors are allowed
  • Please always book your visit in advance with the home and check on the day of visiting again before setting off, as things can change quickly
  • You can bring gifts but they must be wipe-able, for example a sealed box of chocolates would be fine but flowers are unfortunately not at this time
  • You must sign in with your name, address and phone number to aid Track and Trace processes

As we are in autumn and heading into winter, we have identified in some of our homes a visiting room that can be accessed without having to go into any resident areas. You can book a visit via the home’s reception, and so we can allow as many relatives to visit as possible, these will be limited to 30 minutes. The rooms will be deep cleaned between each visit, and as such, we will need to keep the furniture in the room to a minimum. This is to ensure good infection prevention control measures. There is a set procedure to be followed, including the wearing of Personal Protective Equipment (PPE). As per government guidance, all site visits will be chaperoned by a member of staff and we will endeavour to do this discretely.

If the site does not have a visiting room, then we will be ensuring technology is available or facilitate window visits. For our specialist services, this may be enabling a visit in a Covid-safe community setting.

Please note that all visits must be arranged in advance, and we ask you to telephone the home before setting off for your scheduled visit to confirm it can go ahead as, for example, if someone is unwell we may have to cancel. It is advised that we limit the visits to a single dedicated person.  If there are extenuating circumstances, then please discuss this as part of the “My Visiting Plan” with your family member’s key worker or the home manager. However, even with exceptions, we can only have two family or close friend visitors maximum per visit, but the important thing is that they are consistent and not different people each time.  

If you would like to receive a copy of our visiting policy providing more information on family and friend visits to our care homes in England, Northern Ireland, Scotland or Wales during the COVID-19 pandemic, please contact one of our sites 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.

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.

  • Do the staff and residents get tested?
    Staff get tested weekly and our residents in Older People and Specialist Services are tested once per month. This means we can act quickly to isolate if a person is Covid-19 positive but showing no symptoms.
  • 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. Some of our sites also have indoor visiting rooms. We want to continue to be flexible on how families can maintain contact. For more information on the indoor visiting rooms, please see the visiting information section on this website page.

    All residents should have a “My Visiting” plan in place in order to tailor the visits according to the individual need.

  • What happens if a resident presents with symptoms?

    If a resident presents with symptoms, they are isolated immediately and put on a Covid-19 care plan. This outlines their treatment, how we will tend to their daily needs and ensure they feel well-supported, and how staff will maintain social interaction in an appropriate manner.  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 Priory Adult Care 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 a safe environment, whilst we continue to provide them with the care and support that they need.

  • What is your admissions process for managing new residents?

    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 person 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.

  • What is your process for managing discharges?

    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.