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HC-One – Guidance and Advice on Coronavirus (COVID19)

Media enquiries should be directed to HC-One Press Office Tel: 0800 014 8509

Information for our Residents, Colleagues and Relatives

As the coronavirus pandemic continues, we are continuing to do everything we can to respond quickly and effectively and protect the health of our Residents and Colleagues, support Relatives and work with our local health partners. 

HC-One has always had robust policies in place to both prepare for and prevent the spread of any infection, and we are employing these policies to deal with coronavirus whilst listening carefully to, and following the latest government guidance.

Visiting – Upcoming Changes

Throughout the COVID-19 pandemic, we have been doing everything we can to prevent the transmission of COVID-19 in our homes, and protect our vulnerable Residents from the virus. A key part of this was stopping all non-essential routine visits to our care homes on 12th March 2020. We know that it has been incredibly difficult for Residents and their loved to be apart, and we are grateful to Residents, Relatives and Colleagues alike for their support, understanding and efforts during this difficult time as we prioritised Residents’ safety.
Following recent changes to the government guidance through which elements of the lockdown have been eased, we are reviewing our policy in line with these changes and looking to ease our own restrictions on visits to our homes and welcome our Relatives back to our homes.
The nature of the visits will depend on the COVID-19 status of each home. The visits will be introduced gradually, responsibly and conducted in accordance with government guidance in order to continue to safeguard the health and wellbeing of Residents, Colleagues and Relatives. Our visits will be kept to outdoor spaces, and observe 2m social distancing.

We will provide Relatives with further updates and information directly and we very much look forward to welcoming them back to our homes soon.


Compassionate visiting

Visiting may be possible for close family members of a Resident who is critically ill or at the end of their life, as long as it is agreed with the Home Manager and that:

• you and members of your household do not have symptoms of coronavirus, like a fever or cough

• you have not been told to self-isolate or shield for health reasons

This visit must be pre-arranged and should only take place at the agreed time via the agreed entrance door, so we can ensure that a member of our staff team is available to meet you at the door to and take you through the necessary procedures and escort you to your loved one’s room.

We have prepared clear guidance to explain what you can expect from a compassionate visit and this will be provided to you if a compassionate visit is considered as the best thing for you and your loved one.

To reduce call volumes into our homes at this difficult time, we kindly ask you to direct your call appropriately

Media Enquiries        HC-One Press Office Tel: 0800 014 8509

General Enquiries & Regular Updates for Relatives & Loved Ones

Please direct as follows:

Call Us                        0333 999 8699
Sign Up                       Click Here to Sign Up for Regular General Updates

Specific Enquiries about your Relative or Loved One

You’re always welcome to speak to the Home Manager for any specific updates relating to your friend or loved one; during this busy time may we ask you to direct any more general questions as outlined above.


As we support our local health partners and the people who need care at this time, we are admitting new Residents, where possible and appropriate, and following assessment of both the potential new Resident and the home in question. For more information or if you would like to make an enquiry, please contact the HC-One Careline Team on 0333 999 8699.

Information about Coronavirus

For comprehensive information about the coronavirus itself, please visit either the Gov.UK or NHS websites, or if you are concerned you or someone you are in contact with has coronavirus call 111.