Caremark is fully operational and taking extra precautions to keep people safe

During the coronavirus (COVID-19) pandemic we are operating a normal service, with all offices open and ready to support new and existing customers who need assistance at home.

The safety and wellbeing of the people we care for and our staff is of paramount importance. To ensure this we have implemented a number of extra steps in accordance with the latest expert advice, including ensuring all our care workers have and wear personal protective equipment (PPE) such as masks, eyewear, aprons and gloves.

On this page you’ll discover:

How we are supporting you or your family member during the coronavirus (COVID-19) pandemic

How we are protecting our customers and staff during coronavirus

How we can help if you or your loved one is self-isolating or suffering from coronavirus

Tips on staying safe and reducing the chances of catching coronavirus

Where to find further information about coronavirus

We are here to support you or your loved one during the coronavirus pandemic

We are providing the same high levels of care during the coronavirus pandemic and our offices remain open. We are, however, taking extra precautions.

All our Caremark franchises are operating as normal during the coronavirus pandemic. A member of our friendly team will be happy to give you further details about Caremark’s home care services and how we can help you or your loved one.

Please click here to find the contact details for your local office. We will also be happy to go over the steps we are taking to ensure our customers and staff are staying safe and well during this difficult time. You might like to read our COVID-19 guidelines here, a copy of this has been given to all our staff.

Here’s how we are protecting our customers and staff during coronavirus

We take the health and safety of our customers and care staff very seriously and our priority is to ensure we can safely continue to deliver vital care to our customers during the coronavirus outbreak.

We are following the latest guidance from the National Institute for Health Protection and the NHS, including provision of personal protective equipment (PPE) such as masks, eyewear, aprons and gloves. We are also in communication with the Care Quality Commission, the United Kingdom Home Care Association and local authorities to ensure we continue to receive adequate guidance. To ensure our staff are working to the same high standards we have put together a coronavirus policy, which can be read below:

Our COVID-19 policy for staff

A copy of these guidelines has been given to all our staff.

Many of our customers are at higher risk of coronavirus. To ensure we are all working to the same standards, in line with those recommended by the National Institute for Health Protection, the Government and the NHS, all members of Caremark staff should read and follow this policy in full.

Please click here to read the National Institute for Health Protection’s advice on PPE for home care workers.

  • Carers should wash their hands and wrists for at least 20 seconds upon arrival, throughout and on leaving every customer’s home.
  • Carers will wear a new Type II surgical mask for each customer visit during which they will be within two metres of a customer but not delivering personal care or needing to touch them, and there is no one within two metres who has a cough.
  • When providing close personal care in direct contact with the customer(s) (e.g. touching) or within two metres of anyone in the household who is coughing, carers will wear new disposable gloves, a plastic apron, a fluid-repellent (Type IIR) surgical mask, and eye protection.
  • PPE will be binned when the carer leaves the customer. Aside from regular hand washing this is a crucial preventative measure to reduce the risk of infection.
  • Carers will not shake hands with anyone, anywhere, and avoid hugging or being close to anyone aside from the immediate family members they live with.
  • Carers will not share cups, crockery or water bottles with other members of staff or customers.
  • Carers will wash their uniform or work clothing daily to reduce the chance of infection.
  • Carers will try to stay – wherever possible – at a distance of two metres from customers, other members of staff, or medical professionals.
  • Carers will refrain from touching their face, nose and eyes as much as possible.
  • Carers will clean working surfaces as often as possible with anti-bacterial solution. This is especially important for areas of high use.
  • Carers will regularly clean their mobile phone and refrain from using customer’s telephones.
  • If hand washing facilities are not available, carers will use a hand sanitiser.
  • If you are a live-in care worker and this is your only customer, you are considered as part of the same household. Should any person in the household develop COVID-19 symptoms you should follow government guidance (e.g. on household isolation) and use PPE as per standard infection and prevention control guidance.

We are helping those feeling isolated, worried and confused

The coronavirus pandemic presents an unprecedented situation that is understandably causing worry and anxiety for many. It can be extremely isolating to not be able to see friends and family or take part in social activities.

Our carers are a friendly face and for you or your loved one they are also a vital link to the outside world. We understand just how important that is and will do all we can to foster and protect it, in a safe way. We will continue to provide care to customers required to self-isolate and we are working to ensure all our frontline staff have enough PPE and hand sanitisers.

Protecting our staff and customers

Our company-wide protocols and procedures ensure every member of our staff handles their daily duties with the safest possible level of care and attention to detail. These are updated as the situation changes.

While our carers are taking every precaution they can to avoid catching coronavirus if they should unfortunately do so, you or your loved one can be assured the correct protocol will be followed in accordance with the latest NHS and Government advice. If you or your friend or family member has a live-in carer, your care manager will arrange for a replacement as soon as possible.

Social distancing and supporting our key workers

Our care workers are professionally trained in infection control and have been asked to follow the Government’s guidance in terms of wearing PPE, and staying one metre away from people not in your household wherever possible. Please see our COVID-19 policy here for further details.

As key workers our carers are playing a crucial role during the coronavirus pandemic. With this in mind we have further increased the support and advice we are giving them. Our aim is to ensure they feel supported, confident and happy to continue carrying out their daily tasks.

Care if you’re self-isolating or have coronavirus

If you are (or a loved one is) a customer of Caremark and you suspect that you may have COVID-19 please contact your care manager as soon as possible. If you or your loved one does not need hospital treatment, we will work with you/them to keep the home care plan in place as much as we can. We will assess each situation on a case-by-case basis.

Wherever possible we believe it is much easier to control infection risk if you or your loved one stays in your/their own home, with the consistency of the same carers and familiar home surroundings.

Assistance with food shopping or collecting prescriptions

If you are a customer or a potential customer and you are having trouble getting food shopping or medication please don’t hesitate to call your local office who will be able to explain how we can help. Please click here to find the contact details for your local office.

To read more about how we can help with shopping, visit our guide to Shopping and Meal Prep.

Advice for preventing coronavirus

As with any other virus, the best way to prevent infection and spread is to avoid being exposed to it. The NHS has produced detailed guidance to help stop the spread of COVID-19. This can be viewed here, but we have included some of the more top level advice below:

When you leave home you must:

  • wash your hands – keep washing your hands regularly
  • cover your face – wear a face covering over your nose and mouth in enclosed spaces, such as the supermarket
  • make space – stay at least a metre away from people not in your household

If you are feeling unwell, get a test and do not leave home for at least 10 days.

To reduce the risk of getting ill with coronavirus:

  • wash your hands with soap and water often – for at least 20 seconds
  • use hand sanitiser gel if soap and water are not available
  • wash your hands as soon as you get home
  • cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze, put used tissues in the bin immediately and wash your hands afterwards
  • avoid touching your eyes, nose and mouth with unwashed hands

If you have symptoms of coronavirus (a high temperature; a new, continuous cough; or a loss of, or change to, your sense of smell or taste), call 119 if you’re in England, Wales or Northern Ireland, 0300 303 2713 if you’re in Scotland, book a visit to a test site to have the test, or order a home test kit if you cannot get to a test site.

Advice for people at higher risk

People most at risk from coronavirus are being contacted by the NHS. This list includes those who:

  • have had an organ transplant
  • are having certain types of cancer treatment
  • have blood or bone marrow cancer, such as leukaemia
  • have a severe lung condition, such as cystic fibrosis or severe asthma
  • have a condition or are taking medicine that makes them much more likely to get infections
  • are pregnant and have a serious heart condition

Caremark can help with assistance in the home and please be assured that all our staff are taking the necessary steps to ensure their own and their customers safety and wellbeing. Please click here to find the contact details for your local office. Someone will be in touch to discuss your requirements with you and explain in more detail how we can help.

For further information about staying safe please see the NHS’s guidelines here.

Further information about coronavirus (COVID-19)

We have put together the following list of links for further information:

The latest number of coronavirus cases and risk level in the UK
The UK’s coronavirus action plan
Advice from WHO (the World Health Organisation)
A useful FAQ on coronavirus and COVID-19 from WHO

Guidance for health professionals and other organisations
Public Health England guidance for health professionals and other organisations
Public Health Wales guidance on COVID-19
Health Protection Scotland guidance on COVID-19
Public Health Agency (Northern Ireland) guidance on COVID-19
Downloadable easy read guidance on COVID-19
Age UK information about COVID-19
NHS advice and guidance on Coronavirus

We want our customers and their loved ones to feel reassured and safe in the knowledge that we are looking after them properly. We understand that you may have concerns and questions about our care during coronavirus, so please don’t hesitate to contact your local office here.


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