These Frequently Asked Questions have been put together to give clients clear information on what to expect when a face-to-face session has been arranged during the current times.  These measures are in place to safeguard our clients and our team members whilst minimsing the risks associated with Covid-19.  For full details on our approach and additional measures during this time please read our Health Policy.

 

A face-to-face session has been arranged,  what happens next?

Your Support Worker will text you 24 hours prior to your session to check in and ensure that you, no one in your household or support bubble are displaying any signs of Covid-19.  If you (anyone in your household or social bubble) are displaying any of the Covid-19  symptoms please do let your Support Work know as  your session will need to be re-scheduled or switched to a remote method.  The symptoms of Covid-19 as guided by NHS and UK Government are:

  • a high temperature
  • a new, continuous cough
  • a loss of, or change to, your sense of smell or taste
 

For more information on the symptoms please visit the NHS or UK Government websites.

What additional measure are in place during the face-to-face sessions?

Adhering to Government guidelines a series of measures are in place that we ask both you and your Support Worker to adhere too:

  • Both you and the Support Worker are expected to wash hands or hand sanitise upon arrival / start of the session and again on departure / end of the session.
  • We encourage you and the Support Worker to use a face mask or shield.  We recognised that  this may not be appropriate for some individuals due to their disability, physical or mental health.
  • The Support Worker will use antibacterial wipes to clean common surfaces such as the desk, keyboard and monitor at the beginning and end of session.
  • Where possible, windows to be opened to allow for air ventilation
  • Chairs to be positioned to encourage a sensible distance between yourself and the Support Worker
 

If you feel uncomfortable with any of these measures do let your Support Worker or a member of the administrative team know as soon as possible and we can facilitate alternative methods.

A face-to-face session has been arranged but I am now feeling unwell.  What do I do?

If you, anyone in your household or support bubble are displaying any signs of Covid-19 the support session must be re-scheduled or switched to remote (if you are well enough). Please contact your Support Worker or the administrative team to let them know and the session will be amended as appropriate. The signs of Covid-19 are:

  • a high temperature
  • a new, continuous cough
  • a loss of, or change to, your sense of smell or taste
 

For more information on the symptoms of Covid-19 please visit the NHS or UK Government websites.

I’m self-isolating as I’ve recently returned from a country that now isn’t on the travel corridor list.  What do I do?

The support session will need to be switched to a remote method.  Please contact your Support Worker or a member of the administrative team to re-arrange as appropriate.  For full details on the UK Government guidelines on travel and corridor lists please visit the UK Government website.

How do I contact my Support Worker?

Your Support Worker details including name, telephone number and email address will be listed in the booking confirmation email that you received shortly after booking your first appointment. Depending on the support arrangement the email will be from one of the email addresses list below. Please search your email for the booking confirmation, however, if you are still having having trouble please contact us using the relevant email address:

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