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


In light of the current COVID-19 outbreak in South Australia, we are introducing some temporary precautions in our homes to minimise the risk of infection. This is reviewed daily and is subject to change, so please speak with a staff member if you have any questions or feedback.

Our intent is to keep everyone in our community safe and reduce the risk of the virus entering our care home during this critical time.

If you are concerned that the restrictions will impact the wellbeing of a resident, either physical or mental, please contact our care home management to discuss options available. Where possible we will try to accommodate essential visits and at all times visits for compassionate purposes will be supported.

Visitors will still need to show proof of having had the 2020 seasonal influenza vaccination (babies under six months are exempt from this requirement), will need to ensure that social distancing and hygiene practices are followed, and will need to wear a mask.

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.

  • All people entering the care home to continue to practice social distancing, hand hygiene and be screened prior to visiting. If you are unwell, do not visit.
  • Visiting hours are 9am-5pm and 6pm-8pm, Monday to Friday and 9am-5pm, weekends and public holidays.
  • Visits are by appointment, there are no restrictions on the number of care and support visits allowed per resident and no limits on the number of visitors.
  • There will be 15-minute breaks between bookings to allow time to screen incoming visitors (please arrive 15 minutes before your visiting appointment to complete screening).
  • Every person entering a care home after the 1st of May 2020 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.

In light of the current COVID-19 outbreak in South Australia, we are introducing some temporary precautions in our homes to minimise the risk of infection. This is reviewed daily and is subject to change, so please speak with a staff member if you have any questions or feedback.

Our intent is to keep everyone in our community safe and reduce the risk of the virus entering our care home during this critical time.

If you are concerned that the restrictions will impact the wellbeing of a resident, either physical or mental, please contact our care home management to discuss options available. Where possible we will try to accommodate essential visits and at all times visits for compassionate purposes will be supported.

Adjustments to services are as follows:

  • Residents can leave the home for any social outings and appointments and we are asking families sign the Resident Outings form, to encourage safe COVID-19 practices, including our recommendation to wear a mask for high-risk areas.
  • Allied Health services are back to full delivery.
  • Lifestyle programs, Chaplaincy and Church Services are continuing with social distancing and room venue capacity requirements.
  • Caf├ęs have reintroduced full table service, within the social distancing
  • Hairdressing services are open

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.

Yes, our social groups have now restarted. There have been some changes to our groups in order to maintain any government restrictions such as maximum number of people in a room, or social distancing and hand hygiene requirements. If you would like to join a social group, or would like more information about the changes, call us on 1300 444 663.

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.