Coronavirus Information

Coronavirus information

At Heatherwood Health Care , our first priority is always the safety of residents, colleagues and visitors in our homes.  With the annual threat of norovirus or influenza, our home managers are already well versed in infection control and have clear processes in place to prevent and contain infections among both residents and team members.  However, we are not complacent about the coronavirus outbreak or the potential risks it may pose for older people.

We want to reassure you that, whilst we are doing our best to keep care home life as normal as possible for residents, we are continuing to assess the situation nationally and locally, and to put in place measures to reduce the risk of the virus inadvertently being brought into the home. 

Visiting in Care Homes

Visiting is permitted at this moment in time. 

If you feel your personal circumstances warrant a visit, please contact the home manager before you travel to the home.

There is robust compliance with guidance on IPC procedures, including isolation,

good maintenance of PPE supplies and appropriate engagement with local IPC

training initiatives

● There is good evidence of compliance with safeguarding duties

● Regular testing of staff and residents (as per guidance) is happening and there is

proactive liaison and action taken as soon as possible when positive results are

received by staff or residents

● The home can demonstrate an appropriate risk assessment and implementation of its

COVID-safe visiting policy

● And finally there is no active outbreak of COVID-19 in the home

This decision will be reviewed at a minimum weekly and if there is any change to the advice

to allow care home visiting this will be communicated directly with care homes.

Our intention is to follow public health advice to determine when visits will return to normal, which means that as things currently stand, our initial estimate is that these restrictions may be in place for up to 12 weeks. 

We will continue to do our best to support residents to keep in touch with loved ones via other methods, such as phone and video calls, letters or emails in the short term.

New care enquiries

We are still accepting admissions, though there is a strict protocol pre-admission and those looking for care should contact our care support team at 020 3744 0853


We may still be recruiting for the home.  If you are scheduled for an interview for this home, please contact the person who arranged your interview for further details.

Guidelines for approved visits

While we will do everything we can to maintain this information, please call the home before you set out for your visit, just in case anything has changed. This information should be considered in conjunction with information about the virus from Public Health England.

Remember that those visiting relatives in the home will need prior agreement from the home manager to do so, and this will only be granted in exceptional circumstances.  It is likely that your visit will be limited to the bedroom of your loved one to limit contact with other residents.

Do not visit if you are feeling unwell

If you currently feel even a little poorly, particularly if you have flu-like symptoms including coughs, raised temperature or shortness of breath, please do not visit the home for at least 14 days.

Do not visit if you have been to an affected area

If you have been abroad to one of the areas affected by coronavirus, or have been in close contact with someone who may have been exposed to the virus, please do not visit the home.  Health England is maintaining a live list of these affected areas.

During your visit

If you are still planning a visit due to exceptional circumstances, it is important that you take every measure to do so safely.

Wash your hands

Please wash your hands carefully (following NHS Guidance) before travelling to the home.  As soon as you arrive in the home please wash your hands again and use the hand sanitisers that are by the front door and at the entrance to each suite.  

Health checks

When you arrive, our home teams will confirm your visit with the home manager and will ask you a few questions about your health and any contact with possible sources of the coronavirus before you come into the home.

Temperature checks

We have introduced temperature checks upon arrival at the home to ensure any visitors are not running a fever and unintentionally bringing the virus into the home.  These are done via an ear thermometer which is the most quick, accurate and hygienic approach available.  If you have any concerns about undergoing a temperature check, please call the home before you set out to visit.


While tissues are available in the home, please bring a supply with you in case you sneeze, cough or find your nose is running. Please use each tissue once and dispose of it carefully using the catch it, bin it, kill it principle.

If you have any questions please do not hesitate to contact the home manager in the normal way.

Risk assessments

Covid-19 risk assessment.pdf

Covid-19 risk assessment 2.pdf

Covid-19 risk assessment 3.pdf

Covid-19 risk assessment 4.pdf

Covid-19 risk assessment 5.pdf

Hairdresser risk assessment.pdf

healthcare or contractor risk assessment.pdf

office staff moving between sites risk assessment.pdf

Your Questions Answered

As we begin to emerge from what has arguably been one of the biggest challenges faced by the Care Sector on record it has been very interesting to reflect on not only the sheer brilliance of our team members in our homes but also on things that we now do differently, some of which surely will stay the same in the future.
When the Pandemic started in early March, like everyone else, we were quite worried about what the real impact was going to be on us. We completed copious amounts of planning which, at the time, was all done on a “just in case” basis, which in fact mostly turned to reality as we were all significantly operationally tested over the first few weeks, constantly thinking about what’s going to happen next and dealing with the enormous amounts of information and policy changes that were required. I think we got to COVID-19 Policy version 9 within a matter of days.
Being “confined” was also not that easy for us. How will the team cope? Will we know what’s happening on the ground? were constant thoughts. 10 weeks on, we needn’t have worried as we found ways to communicate and get real time information from our teams in the homes.
I think this was when we realised that our role was one of “support” rather than instructing. Our Home Managers took the brunt of the changes and handled it incredibly well. Our role was to be on the end of the phone and to source and provide them with whatever they needed and be a point of advice and also someone to let off steam to, if that’s what they needed.
We have removed many unnecessary reports and requirements from the homes to allow them the time to operate efficiently and have utilised our time looking at smarter ways to collect and distribute information. Many of which have already been implemented and in final review stages with others.
Moving forward, we are clearly going to be a more effective business than we were when we went into this. A short time for change, indeed, but with a redirected focus of our time, its most definitely been worthwhile.
Communication, in my opinion, has never been better, swifter decision making and a more focussed approach to what the “real” issues are have been some of the benefits that we have realised, which don’t come easy when you spend a lot of time on the road each week.
I can’t praise our Homes Teams enough for the sheer grit and determination that they have displayed through this time and keeping our homes free of Coronavirus. I would like to think that we have supported that in some way by focussing our time on the critical issues that they just didn’t have the opportunity to focus on and taking the load wherever possible.
We have created Whats App groups, had virtual meetings, collected data differently, got creative and gone back, to a certain extent, to that old-fashioned method of communication “talking to people”. We have learned lots of lessons and things that we will imbed into our business, forever.
We will be forever grateful to our local teams who through adversity have demonstrated the values of the organisation Family, Integrity, Respect & Exceptional.

Our clinical and governance team are continually assessing public health and NHS guidance as well as other local and national updates to assess the risk to each home. Currently, our priority is to reduce the risk of infection for residents and the teams caring for them and we believe the best way to do this is to limit visits to exceptional circumstances.   We will continue to follow public health advice, but our initial estimate is that these restrictions may be in place for around 12 weeks from when they were first put in place in late March.  We will advise relatives as soon as this changes. Meanwhile, our teams are doing everything they can to keep residents safe, occupied and feeling connected to their friends and family.
This will depend on the circumstances in the home at any point in time.  If you believe your situation falls into this category, please contact the home manager who will discuss whether it is appropriate for you to visit.  Please do not travel to the home without confirmation of a visit as unfortunately, we will not be able to grant you access to the home without prior agreement from the home manager.
Our priority is, and will always be, keeping residents safe. As residents in our homes are more likely to be seriously affected if they catch coronavirus, we’re doing everything we can to limit the chances of the virus entering any homes.  Although you may feel well and healthy, some people do not show any, or only slight, symptoms but may still be capable of spreading the virus. Therefore, we have taken the decision to limit all but essential visitors.  This aligns with Government guidance about self-isolation for those in high risk categories and the over seventies.

We have recently launched a programme to register the interest of volunteers who may wish to support our homes.  Please email your details to to register your interest.  You will be asked to provide a few personal details, including a copy of your DBS if you have had one done in the past three years.  Keep in mind that we will only use volunteers where absolutely necessary to ease the pressure of colleagues self-isolating.  Please don’t be offended if we don’t respond to your offer of volunteer support immediately – we will call on you if and when needed.

We work with a number of suppliers across our care homes every day for essential items such as food, medicines and other items, and are in touch with them on an ongoing basis to ensure deliveries and stocks of items to our homes continue. Currently, we have no concerns about obtaining these, so please rest assured we remain safe and have the items we need.

We realise how important keeping in touch with family and friends is, and have not taken this decision lightly. Our home teams will continue to do their best to help and support you to stay in touch by whatever means they can.
We have a dedicated Whats App video dial in number or via telephone, and email, as well as by letter or cards. Please contact the Home Manager find out what options are available to you. The Home Manager's are also sending one 2 one emails to all family members on an almost daily basis with a brief outline of the days activities, the well being of of your loved one and photographs.
For the time being, for the safety of residents and the teams at the home, we have had to severely limit all visits to our care homes and it would be unlikely that a visit from children would full under our definition of exceptional circumstances.  Please consider other ways that family and friends can keep in touch with loved ones, whether that’s by telephone, video call, email, or by letter or card.  Pictures drawn by younger family members are always popular with residents in our home.

We are constantly assessing the situation, and the most up-to-date advice and guidance will be found on our website. We will email all relatives contacts as things change.
While we understand this is a concern for some relatives, we feel it is important that we help relieve the pressure on other parts of the health service by accepting residents only where it is safe to do so.  Where we feel a home has a heightened level of risk, we have limited our admissions to those requiring permanent care and we are no longer allowing families to view the home before admission. We also put in place a number of processes to minimise the risks associated with new admissions – this includes reviewing a history of temperature checks, and caring for new admissions isolation for the first seven days of their stay. In addition a mandatory requirement in line with Government Guidelines is that a covid-19 test must be carried out. The Home's protocols are that the test result MUST be negative and that 7 days must pass from the test result to the possibility of a Home admission. We have clear protocols in place.

All essential visits from healthcare professionals are still permitted as normal.

About us

First and foremost, as part of Heatherwood Health Care,  Each Home must be exactly that: a home for each resident. At the heart of what we do is a desire to provide everyone we support with the opportunity to continue to live life to the full. This means much more than just providing good care; it is about working with each resident to understand their life story to-date, as well as their dreams and aspirations for the future. Armed with this understanding, we can achieve these dreams together.
About us

Be curious, passionate, patient. Live your life and believe in your ideas!


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Head Office

  • 47 Foxley Lane, Purley, Surrey. CR8 3EH