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Protecting our clients and residents

Updated 9 October 2020

Download Australian Government COVID-19 information in your language here.

Bolton Clarke is proactively working to protect clients and residents and implemented enhanced protection measures in March in response to Coronavirus (COVID-19). These measures are being regularly reviewed and updated in response to developments around the Coronavirus and advice from state and federal health authorities.

Families, friends and visitors can best protect residents and clients by not visiting if:

  • you are unwell or experiencing symptoms of respiratory illness (fever, chills, cough, runny nose, sore throat, body aches, muscle pain or having trouble breathing);
  • you have been in a designated COVID-19 hot spot area in the last 14 days;
  • you have been in contact with someone who has Coronavirus (COVID-19).

Residential aged care

Thank you to all our families and friends for your support with the enhanced resident protection (ERP) measures we have put in place to keep our communities safe. We are closely monitoring the advice of state and federal health authorities to protect our residents. 

Following latest advice from health authorities, families and friends are asked to:

  • Ensure you have received your flu vaccination before you visit. Since 1 May 2020, the government has mandated that anyone visiting a residential aged care service needs to be vaccinated. When you visit you will be asked to provide evidence that you have been vaccinated (eg certificate, statement from GP or Medicare Online).  You can find out more about vaccination requirements by reading the Department of Health’s restrictions on entry into aged care communities fact sheet. The government can impose heavy fines to those that do not comply.
  • Have no more than two visitors at one time
  • Take part in temperature checks on arrival. A team member will be on hand to greet you and answer any questions you may have.
  • Observe all health-related signaged around the community.
  • Follow good hand hygiene practice when visiting. Extra care is being taken to keep our residential communities clean.
  • Practising social distancing of 1.5m even between family members.
  • Visit residents in their rooms or outside where possible, rather than in indoor public spaces.

In line with the latest advice across our communities, the following guidelines apply:

  • Unless you are in a higher risk area (close to designated COVID-19 hot spots), there is no limit on the number or the length of visits for up to two visitors at a time, between the hours of 8am - 4pm each day. For visits outside these hours, please contact your local team to make a booking.
  • Children under the age of 16 years are now able to visit subject to having a current influenza vaccination.
  • All visitors will be asked to sign-in upon arrival and to sign-out when leaving our community. This will ensure any newly arriving visitors will be able to enter.

A printable guide for visitors is available here.

A guide to outings for residents is available here.

Ongoing COVID-19 safety measures and at risk areas

In the event there is a suspected or actual outbreak of COVID-19 in the area surrounding a community, we will put in place additional proactive measures to ensure the continued safety of residents. 

For up-to-date information on local public health alerts please visit the dedicated Queensland and NSW Health pages.

At Home Support

Our nurses and carers are fully trained in infection control and prevention procedures, including good hand hygiene. Clients and families are encouraged to speak with their care teams about these practices and precautions they can support around the home.

To protect our clients, employees who have recently been in a COVID-19 hot spot or who may have come into contact with Coronavirus (COVID-19) are subject to the standard 14-day isolation period before visiting clients. As usual, employees who are unwell will not attend work.

We are contacting clients by phone ahead of visiting to determine their needs so we can provide safe care and social supports.

You can download a fact sheet in your language here.

Australian Government information for older Australians is available here. The Australian Government's home care information sheet is available here.

The Older Persons COVID-19 Support Line is available to provide information and support to senior Australians, their families and carers. Call 1800 171 866 Monday to Friday, except public holidays, from 8.30am to 6pm or visit here.

Retirement Living

To protect our retirement villages, we are asking residents and visitors to assist by supporting measures including:

  • Self-monitoring for symptoms of respiratory illness and seeking and following medical advice
  • Avoiding community areas when unwell
  • Contacting your Village Manager if you are asked to self-isolate or otherwise have any concern that you might have COVID-19
  • Observing the additional health-related signage which has been installed at entry points and throughout common areas
  • Following good hand hygiene practice and cough etiquette
  • Practising social distancing of recommended 1.5m and keeping numbers at group events in line with government advice. 
  • Following government advice for retirement village residents as outlined here.

To keep villages safe we will continue to undertake additional cleaning in high people traffic and contact areas.

In the event there is a suspected or actual outbreak of COVID-19 in the area surrounding a retirement village, additional proactive measures will be put in place in consultation with residents to protect the village community. 

For up-to-date information on local public health alerts please visit the dedicated Queensland and NSW Health pages.

For more information

For further information on COVID-19, visit the Australian Government’s site or call National Coronavirus Health Information Line, which is available 24 hours a day, seven days a week on 1800 020 080.