FAQs for Family and Friends - Helping Hand

FAQs for Family and Friends


Click on the headings below to read some commonly asked questions and answers


Scheduled visits to our residential care homes started from Monday 4 May, and the State Government continued to ease restrictions in the weeks that followed, allowing for more flexibility in our arrangements.

Currently, care and support visits are generally limited to one visit per day and for up to two people per visit. Visits are by appointment only, and visitors must show proof of having had the 2020 seasonal influenza vaccination (babies under six months are exempt from the vaccination requirement).

We encourage you to ring and video conference as much as you like. Our homes are ready to support you when you are ready to book in a chat. Just give us a call and we can arrange a time.

Please know that our staff are doing everything to keep the tempo up here. We are playing music, and having really lovely, long conversations with our residents. We are all trying to stay positive and keep residents in good spirits. Our lifestyle staff are working hard, and we are supporting them with additional staff, so that we can keep activities and spirits high.

  • Family and friends will need to call ahead to our administration team to book a time.
  • A maximum of 20 visitors at a time will be allowed in our larger sites (Port Pirie, North Adelaide, Golden Grove, Lightsview, Mawson Lakes, Ingle Farm, Parafield Gardens) and 10 visitors at a time to our smaller sites (Jamestown and Clare).
  • Visiting hours will be between
    • 10am – 2pm, Monday to Friday
    • 6pm – 8pm, Monday to Friday
    • 9am – 5pm Saturday & Sunday
  • We encourage one visitor per resident at a time, however, we will accommodate a maximum of two visitors.
  • Visits must comply with all social distancing recommendations.
  • Visits will be limited to 60 minutes, so that we can ensure that all families are given an opportunity to visit. This will allow us to undertake additional cleaning and preparation between visits.
  • Visits will be restricted to the private room of the resident, the onsite cafe, or in an outdoor designated space.
  • All visitors will be temperature tested and asked to comply with hygiene and social distancing measures during their visit. They will be asked a range of screening questions before they enter and if they are unwell will be asked to reschedule their visit.
  • Every person entering a care home after the 1st of May must show evidence that they have received the 2020 seasonal flu vaccination. This is legislated by the State Government. They will be issued a verification card which they will need to keep with them for the duration of the visit (babies under 6 months of age are exempt from the vaccination requirement).

Our Admissions Team is still taking enquiries and working with families to accommodate people needing resident permanent and respite care.

We are only permitting pre-arranged physical tours of our homes for prospective new residents who have been offered a room, but you can take a virtual tour any time by visiting the Residential Care section of our website. All physical tour participants will need to comply with the current visitor guidelines, including showing proof of a 2020 flu vaccination and following social distancing and hygiene measures.

Our Admissions Team will support you and work through the process with you and your loved one. We recognise it is important to help a resident settle in, and one support person will be able to come in on day of entry, provided that they meet the screening requirements regarding travel history and health and comply with safe practices (hand hygiene, social distancing) on site.

If you are a resident at the home, your allied health services will continue.

Our clients who live in the community but who visit our homes to see allied health professionals will have alternative arrangements made.

From 20 May, we’re pleased to welcome volunteers back to our homes. We ask that you only return if you are well – if you are unwell, please delay returning to our homes until you are better.

All volunteers will be temperature tested and asked to comply with hygiene and social distancing measures during their visit. They will also need to show evidence they have had a 2020 flu vaccination.

Please call the home directly before arriving (see a list of our direct numbers here) so you can arrange to leave your deliveries outside the front door. When you arrive, please use the intercom at the front door to speak with a staff member who can accept your delivery.

Yes. We will be calling our clients prior to visiting them at home, to ask them travel and health questions. This is to make sure it is safe for our staff to visit, and to make sure our clients are staying healthy as well. If clients are unwell, our staff will still visit, but will wear extra protective gear.

All social groups are currently postponed. We apologise, but it is important that we reduce contact among people and postpone group gatherings.

The Department of Health has provided the advice that from 1 May 2020 the flu vaccine will be mandatory for people wanting to visit an aged care facility. This is because:

  • with COVID-19 coronavirus spreading across Australia, this year it is more important than ever to receive your flu vaccination – the last thing we want to see is people infected with both influenza and the coronavirus.
  • flu vaccinations will help reduce the strain on the healthcare system as it deals with coronavirus.