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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: 16th June 2020

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

As the COVID-19 position continues to evolve, our teams remain focused on implementation of the latest guidance across all our services to ensure we provide the best possible care to the individuals we are supporting. Further to my previous update, I can confirm that our pandemic plans are fully operational and are subject to daily review to ensure their ongoing effectiveness.

24/7 operational leadership arrangements are in place and all services and colleagues have access to a dedicated helpline for any queries or requests for support. We are working to the national guidance on PPE published on 2nd April and subsequent updates, and our stocks are kept under daily review with clear lines of communication in place across the Group. We continue to work closely with the NHS and Public Health England to ensure adequate and appropriate stocks are maintained. All of our residents 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’re 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 location directly using the contact details available on this website and we will do whatever we can to assist.Kind regards,

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

We are now introducing some limited visiting as we know you have missed your loved ones. As you will appreciate, this does need to be done in a very controlled and safe way to ensure we continue to protect all our residents, and will take place strictly by prior arrangement with the homes.

Different visiting arrangements are in place across our homes, depending on the type of service being offered there and the potential vulnerability of the residents. Each next of kin should have received a letter outlining the revised visiting arrangements for the specific service their loved one is supported by; if you have not received this letter please get in touch with the home directly.

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.


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.