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Protecting our clients and residents

Updated 28 May 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 returned from international travel 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.  The situation continues to evolve quickly, and we are closely monitoring the advice of state and federal health authorities to protect our residents. One of the ways we are doing this is to introduce visits by appointment only between the hours of 8am -5pm each day so that we can manage the total number of people moving through our community. 

Following 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
  • Keep visits short (up to two hours)
  • Visit residents in their rooms or outside, not in indoor public places
  • Not visit with children under 16

If your loved one is receiving end of life care, please speak with your Residential Manager about special arrangements.

When coming to our communities we ask families and friends to support us by:

  • Making an appointment in advance to visit between the hours of 8am – 5pm each day(except in special circumstances)
  • Limit visits to no more than one per day for each resident (Maximum of seven visits per week). Where communities fall within designated COVID-19 hotspots, different limits may apply. 
  • Taking part in temperature checks on arrival. A team member will be on hand to greet you and answer any questions you may have.
  • Observing all health-related signage around the community.
  • Following good hand hygiene practice while visiting. Extra care is being taken to keep our residential communities clean.
  • Practicing social distancing of 1.5m even between family members

We encourage and welcome family and friends to stay in touch with loved ones via telephone and video calls and additional options where possible. Ask the local team for more information about these options and new equipment available to support virtual visits. We will also make special arrangements for visits from loved ones where residents are receiving end of life care.

A printable guide for visitors is available here.

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 travelled overseas 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.

Retirement Living

Engaging with our retirement village residents, enhanced protective measures are also in place across all our communities. Based on state government road maps to recovery, village activities will recommence and community facilities reopen under a staged approach.

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 to 10 people or less. Allow at least four square metres per person in any communal space
  • Conducting group activities in well-ventilated areas and preferably outdoors
  • Restricting contact between children and older/vulnerable people
  • 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.

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.