Coronavirus (COVID-19)
Information about care homes and Villages
Last updated: 11 January 2021
The care and safety of our residents and staff continues to be our priority, and we continue to work hard to keep them safe.
The Government has made a series of announcements over past weeks regarding rapid testing, vaccines and safe measures for visiting loved ones in care homes. We are working at pace to implement these developments as they become available to our homes and villages, whilst continuing our commitment to keeping everyone safe.
In all cases, Home and Village Managers will be in touch with families to share more details of what’s possible for the home or village.
While we are looking forward to welcoming family members, the guidance means any home that has two or more positive cases of COVID-19 within a 14 day period is required to close to visits until the home has no further positive tests for a full 28 day period. In these instances, we will still be able to facilitate window visits, as well as regular phone and video calls to keep residents connected.
For reassurance, we remain fully enrolled in the government’s regular testing programme for residents and staff, which gives us a clear picture of the COVID-status in our homes and allows us to take swift action if there are any changes. We also continue to apply strict policies across our care homes and villages including increased cleaning, infection control and the appropriate use of PPE.
With these measures in place, we look forward to welcoming visitors soon. In the meantime, we are grateful for your patience and support.
This hub has the latest information across our homes and villages to help relatives and families feel connected and informed about your loved one. Please also follow your local Bupa care home or Richmond Village on Facebook to see the latest activities our residents are enjoying.
If you have any further questions, call our customer care team on 0345 6004 622^.
How we’re keeping our residents safe from coronavirus (COVID-19)
As ever, the care and safety of our residents and our people continues to be our highest priority during these unprecedented times. That’s why we’re doing everything we can to look after our residents and their loved ones.
We’re following strict infection control measures in all our homes
Be assured we’re taking extra measures to prevent the spread of infection in each of our homes, including frequent deep cleaning and rolling out testing for our staff and residents.
We have all the necessary Personal Protective Equipment (PPE)
All our homes have been supplied with the necessary supplies of PPE, and our in-house procurement team is ready to source further supplies if needed.
We’re keeping residents and their loved ones connected
We’re doing everything we can to keep our residents connected to their loved ones and the wider community, from video calls to letters and our new Bupa Buddy service.
Bupa Buddy
Having someone to chat to can help fend off boredom and loneliness amongst any elderly relatives who’re shielding or self-isolating. That’s why we’ve created our Bupa Buddy service.
The safety of our residents and people continues to be our priority. We have clear standard operating procedures and are maintaining strict infection control and social distancing measures in line with Public Health guidance to keeping residents safe. If a resident displays symptoms or is confirmed as having the virus, they are cared for in their rooms, away from other residents, by our staff using the appropriate personal protective equipment (PPE).
In line with the latest Government advice, our visiting arrangements will not be affected by the return to the three-tier system. Regardless of what tier you or the home is in, there have been developments over recent weeks to enable further visiting options in our homes.
Our priority is the care and safety of our residents and staff, while we work hard to minimise any spread of infection.
We know the importance of family connection and are working hard to introduce more ways for families to see and spend time with your loved one. We are creating dedicated visiting rooms in many of our homes, in line with government guidelines, which require approval from Public Health before opening for visits. These have floor-to-ceiling screens along with an intercom for residents and visitors to speak with ease. These rooms are the most secure option for minimising any risk of infection, and we are making them into warm, cosy spaces for you to comfortably visit your loved one. Your home manager will be in touch when your local visiting room is open and will provide further guidance on visiting safely.
Some of our homes and villages are offering lateral flow tests (LFTs) in conjunction with existing infection control measures such as wearing PPE and asking relatives to temporarily refrain from physical contact. Whilst the test provides a rapid result, they are between 50% and 75% effective, which is why it’s incredibly important visitors follow the additional measures and refrain from contact with their loved one. Our residents are among the most vulnerable to the virus, so we must ensure visits are carried out safely.
If you’re unable to visit us or would prefer to connect with your loved one by phone or video calls, we can arrange these for you too, just get in touch with the reception team in the home.
We know the importance of time with loved ones and will do everything we can to ensure our homes and villages stay open to visitors, while keeping residents and colleagues safe.
While we are working hard to offer visiting options, there are restrictions within the guidance that will continue to apply. It states that any homes that have two or more positive cases of COVID-19 within a two-week period are required to be closed temporarily.
Where a home must temporarily close to indoor visits, we will help with window visits and keep you connected with your loved ones with regular phone and video calls.
In exceptional circumstances such as end of life, our Home and Village Managers will contact relatives to manage visits. Please be assured that all the necessary measures will be taken to minimise any spread of infection.
Christmas is a very special time of year and we will do all we can to facilitate visits in line with guidance. We hope to have the option of rapid-turnaround testing or a visiting room across our homes in time for the festive season; your home manager will be able to advise the arrangement in your local home. We also have a series of special activities planned over the weeks ahead to celebrate the festive season and make it merry for all our residents!
Yes, we are welcoming new residents into our homes seeking care.
We have a new ‘meet and greet’ process for a new resident upon arrival, in line with government and Public Health England guidance. The new resident will receive a warm welcome by our staff on arrival to our home, wearing the necessary PPE, who will make them comfortable in their new home. All new residents will receive expert care in their rooms for 14 days following admission by a small dedicated team wearing the necessary PPE, and new residents joining us directly from hospital will also be tested prior to discharge.
Once out of the 14-day in-room care period, our staff and activity coordinators have varied programmes of activities that residents can enjoy. Our staff will continue to wear PPE at all times. We are limiting the size of group activities and offering more one-on-one options such as walks outside and gardening, to meet the necessary social distancing measures.
Keeping our residents and our people safe is our priority. We have always had the necessary PPE required, allowing us to follow the strict guidance from Public Health. All homes have been supplied with appropriate levels of stock and our in-house procurement team is ready to source further supplies of PPE, such as hand sanitiser, masks and gloves, as needed.
Yes, we are taking part in the government’s whole home testing programme, with all our homes and villages carry out regular testing for residents and colleagues. This gives us a clear understanding of the COVID status in each home or village and allows us to take swift action if anything changes.
If a resident test’s positive, the resident will receive expert care within their own bedroom, from a small dedicated team using full PPE.
Should a staff member test positive, they will immediately self-isolate away from the home.
The government’s regular testing programme is carried out in our homes/ villages by a member of staff.
We strongly believe that testing is essential for managing and limiting the spread of infection in our homes and villages and will take all the necessary precautions to keep our residents and staff safe.
As there is currently no evidence of immunity from COVID-19 following an initial recovery, we can only allow visits to be conducted following the procedures that are in place for that home/village.
Some of our homes and villages have begun the rapid testing of visitors to enable them to visit their loved one, with more expected to get underway with this new testing method over the coming weeks. These tests, known as Lateral Flow Tests (LFT), give results in under 30 minutes and offer the opportunity to see your loved one the same day, which we know will make a big difference.
Before rapid testing can start, our staff must be fully trained so that they can deliver the tests safely and effectively to ensure we’re protecting our residents, their visitors and our staff. The local authority also needs to approve the use of LFTs at the home or village.
Your local home manager will be in touch when this testing is ready to commence, along with important guidance for carrying out the visit safely – as it is new to market, it is important that we continue to follow all infection control measures i.e. PPE and social distancing. We are monitoring the results closely and are hopeful that it is proven to be highly effective.
Our teams will take all the necessary measures in line with Public Health’s guidelines to ensure the continued care and safety of our residents. If a resident displays symptoms or tests positive for the virus, they are cared for in their rooms, away from other residents, by our staff using the appropriate personal protective equipment.
The Government led COVID-19 vaccination programme is currently being rolled out at Hospital Hubs throughout the UK. The programme is being led by local authorities and the NHS and our teams in homes and villages are being informed when and how they can access the vaccine. We’re supporting our staff to access the vaccine. In addition, we’re helping to inform our residents and their families about the vaccine and what it means for them. We are awaiting further details of when we can expect the vaccine to be delivered in homes safely and will update residents and families when we know more. In the meantime, we remain committed to the care and safety of all our residents and staff. We are continuing to strictly follow all government and Public Health guidance and taking all the necessary infection control measures to keep everyone safe over the months ahead.
Yes, where required, residents will be taken to medical appointments by a member of staff or can be accompanied by a family member.
Residents attending hospital will be requested to wear full PPE and may be required to self-isolate on their return. We are also supporting residents to undertake remote appointments wherever possible.
No, unless the resident’s specific care needs mean they need to be cared for in bed, they are able to use the facilities around the home. We are taking additional measures to prevent the spread of infection in the home and encourage our residents to adhere to social distancing.
If a resident displays symptom’s or are confirmed with the virus, they are cared for in their rooms, away from other residents, by our staff using the appropriate personal protective equipment.
Our staff and activity coordinators have programmes of activities that the residents can participate in. We are limiting the group size and offering more one-on-one activities with residents such as walks outside and gardening activities, in line with social distancing measures.
If you do not have any symptoms of the virus, and the home or village is able to meet your needs, we may be able to assist you in finding a Bupa home or village (dependent on availability).
If you’re thinking about care, it can be difficult to know where to start. Our customer care team can guide you every step of the way, whether you have questions about care or need advice on funding. Please call us on 0345 600 4622. ^
For more information on choosing a care home, please visit - https://www.bupa.co.uk/care-services/choosing-a-care-home
^ Lines are open 8am to 6.30pm Monday to Friday, 9am to 12.30pm Saturday. Closed Sundays and bank holidays. Calls are charged at no more than local rate and count towards any inclusive minutes from mobiles. We may record or monitor our calls.
All our staff practice good hand washing procedures and have the necessary personal protective equipment in line with guidance from Public Health. We are also following strict infection control measures in all our homes and villages and have put protocols in place to ensure no movement of colleagues between sites.
The government’s regular testing programme also gives us greater assurance of the COVID-status in our homes. Should a staff member test positive, they will immediately isolate away from the home.
In addition, we ask our staff not to travel to and from our care homes in their work uniform, with all homes having dedicated areas for staff changing.
Where possible, staff are assigned to specific units/floors to minimise their movement and spread of infection in a home or village. All our staff practice good hand washing procedures and are trained to use the necessary personal protective equipment in line with guidance from Public Health. We are also following strict infection control measures in all our homes.
Please be assured that as part of our resource planning, we have ensured there are enough staff to take good care of our residents.
It is really important that everyone at Bupa feels supported. Our Anytime Healthline provides around-the-clock support for physical health concerns, for use by colleagues and their families, while our Healthy Minds helpline provides free and confidential access to trained mental health nurses, 24/7. The team can also offer information and support on financial and legal matters.
We offer Emotional Wellbeing Online – an interactive digital tool to support colleagues with emotional wellbeing and life balance. We also have a range of financial resources in place to help our staff, including an emergency fund.
What we’ve been up to
Over the last couple of months our amazing residents and staff have done everything they can to maintain normality and keep spirits high. Here are just some of the latest activities and events that have been happening in our homes.
Green Gates Care Home in Oxford took advantage of the beautiful weather to host a fun-filled beach party in the sun for all residents to enjoy. Staff organized seaside activities and the residents enjoyed fish and chips for lunch followed by ice cream and a glass of Pimm’s.
Staff and residents enjoyed a Summer Fair at Burley Hall Care Home to boost morale during lockdown. The day was filled with fun activities in the beautiful gardens of the home.
Margaret Edwards was joined by staff and fellow residents at Heol Don Care Home for an afternoon of tea and homemade cake and Bucks Fizz to celebrate her 105th birthday.
Watch our latest videos
Vulnerability and coronavirus
We asked one of our medical experts to provide information around who are classed as vulnerable people in the current pandemic and what this means.
00:14 condition, that is to say a long-term health condition, and women who are pregnant.
00:19 Chronic heart failure, chronic kidney disease, diabetes, neurological conditions
00:26 such as multiple sclerosis, cerebral palsy, Parkinson's disease and finally
00:32 being overweight. We recognise that individuals with a BMI of 40 or above
00:35 are also considered vulnerable.
00:41 The first is anybody who has had a solid organ transplant. The second would be anybody
00:47 with a chronic and severe lung condition. These include all people with cystic
00:51 fibrosis, people with severe asthma and those that have severe COPD.
00:56 These would also be women who are pregnant, who have a congenital or an acquired heart
01:02 condition, that is to say a heart condition which they were born with, or a
01:06 heart condition which they have acquired during the course of their pregnancy.
01:09 This will also include individuals who have rare conditions that weaken their
01:14 immune system or inbuilt errors of metabolism that make them more
01:17 susceptible to infection. This would also include individuals who have medication
01:23 which weakens their immune system, to the extent that they are more vulnerable to
01:27 background infections. These are individuals who have active cancer at
01:31 this time and are having chemotherapy, individuals with lung cancer who are
01:35 having radical radiotherapy, anybody with a bone marrow or a blood cancer,
01:41 individuals who have had a bone marrow or stem cell transplant in the last six
01:45 months, or those individuals who have had a bone marrow or stem cell
01:49 transplant but are still on immunosuppressive therapy and finally
01:53 those individuals are on immunotherapy, continuing antibody treatment or any
01:59 kind of radical cancer therapy which weakens or suppresses the immune system.
02:07 It's because we recognise that for them the disease course with Covid-19
02:11 infection could be more severe than that experienced by the general population.
02:17 We also unfortunately recognise that those who are extremely vulnerable are at
02:21 higher risk of requiring hospitalisation due to the seriousness of the disease
02:25 they can experience with Covid-19 infection.
Asthma and coronavirus
We asked one of our medical experts to provide information on what it means if you have asthma during the current pandemic.
00:15 have asthma of any severity, this does make you vulnerable to Covid-19.
00:20 However we also recognise that if you have severe asthma, this places you in
00:24 the extremely vulnerable category.
00:26 Well broadly-speaking this is asthma that has
00:29 required hospitalisation, usually in the last 6 to 12 months. This is the kind of
00:34 asthma where you may have required hospitalisation for oxygen therapy, or be
00:38 given oral steroids as treatment for your asthma flare-up.
00:42 This could also be asthma
00:44 where you've been hospitalised for medication via a nebuliser, and
00:48 finally this can also be the kind of asthma where you have been hospitalised
00:51 because you required medication intravenously or through a drip.
00:55 If your asthma has not required hospitalisation in the last 12 months, you can consider
01:02 this not to be severe asthma and therefore this places you in the
01:05 vulnerable rather than the very vulnerable, or highly vulnerable category.
Here you’ll find information and advice from our experts to help you stay healthy in body, and mind.
The situation with coronavirus (COVID-19) is continuously changing. To ensure you have the latest information, advice and guidance explore these external links and resources.
World Health Organization
Read the latest updates from the World Health Organization (WHO)
https://www.who.int/emergencies/diseases/novel-coronavirus-2019
UK Government
Find out more about the UK Government response from Department of Health and Social Care and Public Health England
https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response
NHS England
Read NHS information about how coronavirus is spread and how to avoid catching or spreading germs.
https://www.nhs.uk/conditions/coronavirus-covid-19/
NHS Scotland
https://www.scot.nhs.uk/
NHS Wales
https://www.wales.nhs.uk/
^Lines are open 8am to 6.30pm Monday to Friday, 9am to 12.30pm Saturday. Closed Sundays and bank holidays. Calls are charged at no more than local rate and count towards any inclusive minutes from mobiles. We may record or monitor our calls.
