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 will start from Monday 4 May. This gives us the opportunity to ensure all systems are in place and adequate staffing available to support the visits as well as continue with our existing activities and programs. There will be strict conditions around how this is managed, and we ask for your patience, understanding and cooperation. The State Government’s advice is still to restrict to essential visits only, so we ask that you limit visits at this stage to minimise risk.

In response to COVID-19, SAPOL introduced increased restrictions for entry into residential care homes under Section 25 of the Emergency Management Act 2004. These restrictions remain in place – most importantly, any resident who leaves the site, for any reason other than a scheduled medical or dental appointment or a medical emergency, will not be allowed to return to the residential care home.

We encourage you to ring and video conference as much as you like. Our sites purchased tablets this week, so we can 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
    • 10am – 2pm Saturday & Sunday
  • We encourage one visitor per resident at a time, however, we will accommodate a maximum of two visitors if essential.
  • 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 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.
  • Other than an end of life situation, children aged 16 and under are still not permitted to visit, as per State Government legislation. We are extending this restriction to pets at this stage, due to the unknown risk of cross infection.

Our Admissions team is still taking enquiries and working with families to accommodate people needing resident permanent and respite care. We aren’t doing physical tours of our homes right now, but you can take a virtual tour by visiting the Residential Care section of our website. Our Admission 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 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.