Visiting In and Out of Care Homes (England) Policy

Policy Statement

{{org_field_name}}’s policy aims to minimise the risks to people’s safety and security, while enabling them to receive as guests people of their own choosing, at times that are mutually convenient to them, and equally to be accompanied and make visits outside of the home in line with their wishes and expectations.

This care home assumes visiting (in and out of the home) and accompaniment are possible except in the most exceptional circumstances.

{{org_field_name}} aims to promote an open ethos whereby all legitimate visitors can feel welcomed and comfortable during their visit and that they are treated with courtesy and respect. The care home takes this approach in recognition that the people living here have a right to receive visitors of their own choosing and likewise to visit others in the same manner.

{{org_field_name}} also recognises that it has a duty of care to protect the people who live here and staff from any risks to their health and wellbeing and to keep them secure from, for example, intruders and anyone who might threaten their safety.

It continues to apply infection prevention and control measures to reduce the risks of people contracting infectious illnesses. See the policy Visiting the Home During an Outbreak of Infectious Disease(s) (England) for information on how the home will manage visiting and accompanying during an outbreak of Covid-19 or other serious infectious illnesses.

{{org_field_name}}’s visiting policy is in line with its legal requirements to provide safe, person-centred care under Regulation 9A of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and Care Quality Commission guidance, Visiting Someone in a Care Home (ast updated April 2024).

{{org_field_name}} is committed to making its visiting policy available and well communicated to people and their families and other visitors, so that they understand fully its principles and the reasons for any restrictions, arrangements and changes made in exceptional circumstances. See the policy on Restrictions on Individual Visiting.

{{org_field_name}} is also committed to supporting people to keep in touch with people in other ways than through visiting, for example, telephone, messaging, social media, Facetime, Skype and Zoom.

Definitions

{{org_field_name}} defines a “visitor” as someone who does not live or normally works on the premises as a paid staff member or accredited volunteer and who comes to the home for a short period of time to see one or more people receiving care or care home staff.

For the purposes of this policy visitors are people who:

visit people iving in the home on a personal or social basis regularly or occasionally, eg relatives, friends and others who come to see an individual
deliver, provide or supply goods and services that have been bought or commissioned by the home, staff or people living here, including repairs and maintenance
provide professional services such as GPs, community nurses, pharmacists, occupational therapists, physiotherapists, ministers of religion, social workers, advocates, hairdressers, opticians, etc
come to the home to see staff members for any reason
visit the home on a professional or business basis, eg external managers, inspectors and other personnel from the employing organisation or similar who may not be coming specifically to see individuals, but who may have some contact with them depending on the nature and purpose of their visit.

Principles of Care Home Visiting

People living in the home may receive visitors at any times that are acceptable and reasonable to them and it does not impose any general restrictions. It recognises that there could be occasions when a person finds it difficult or inconvenient to receive a visitor, eg because of ill health or current circumstances. Any such decisions to refuse or defer access will be determined by those individual circumstances in line with other relevant policies; the wishes of the person will always remain paramount.
People have the right to receive visitors in the privacy of their own room and for the visits to remain private. Where it is inconvenient or uncomfortable to use the individual’s own room, eg because of numbers, the home will arrange for a more suitable venue in line with the person’s wishes.
Staff should make enquiries on the nature and purpose of any visits only where the person is evidently vulnerable to harm or injury or there is evidence that the person may have been subject to some form of abuse because of a visit or the actions of a visitor. If there is evidence of abuse, the home will follow its safeguarding procedures.
Normally, the home will get to know whom a person has or wishes to have as a visitor so there will be no reason to enquire into the nature and purpose of the visit. Where a person using the services receives a visit from an apparent stranger or at an unusual or irregular time it is appropriate to ask the person first whether he or she wishes to receive the visitor.
All visitors are asked to sign a visitor’s book at reception, but in coming across strangers it may also be appropriate and reasonable for staff to enquire about the identity of the person and the nature and purpose of the visit, especially if the person is uncertain or confused by it. For example, this might happen in the cases of visitors who are cold-calling for commercial purposes.
In connection with their care and support plan, {{org_field_name}} might ask a person if they are likely to have visitors and if there are any people whom they would find unacceptable or whom they would wish to be consulted over first before receiving them.
{{org_field_name}} might also ask who a person would want as a named visitor or essential care giver in the event of an outbreak of infectious illness or other emergency, which requires {{org_field_name}} to restrict normal visiting.
The information, with the person’s consent, is recorded on their care and support plan and provides general guidance to staff if they are uncertain about a visitor’s credentials or credibility. The cardinal rule is to always consult the person or their representatives whenever in doubt.

Accompanying

Except in exceptional circumstances, people attending treatment and outpatient appointments in a hospital or hospice, that do not require an overnight stay, can be accompanied if they wish by a family member, friend or advocate.

To enable this, the home will:

ask the person during support planning who they would like to accompany them and note this information on their care and support plan
confirm the availability of the preferred company and support with any required arrangements in good time.

Out of Home Visiting

There are no restrictions to people in care homes making visits outside of the care home for a set purpose for a short or longer period, which could include the following.

To go or to be taken to visit family members or friends.
To stay with family and friends for one or more nights.
To go away on holiday.
To have a period in hospital.
To go shopping.
To visit a café or restaurant.
To attend a sporting event or place of entertainment.
To attend or take part in a local community event.
To go to a place of work or education.

The care home considers that people have the right to go out as any community member and that any restrictions that breach their rights, eg because of mental incapacity, must be legally authorised.

Infection Prevention and Control Measures

{{org_field_name}} will continue to have in place any recommended infection prevention and control measures to reduce risks to people receiving care and to {{org_field_name}} from experiencing further outbreaks.

These in line with government infection prevention and control guidance can be summarised as follows.

Where there are identified risks of an outbreak of an infectious illness, (particularly but not limited to Covid-19), {{org_field_name}} asks visitors to keep checking with the home’s staff that it is safe to visit or continue visiting. This will help {{org_field_name}} in the event of it having to restrict visiting because of a new outbreak.
{{org_field_name}} asks prospective visitors to avoid visiting if they have (or have had in the last five to seven days) any symptoms of Covid-19 or other infectious illnesses, including influenza, heavy common colds or symptoms of gastroenteral infectious illnesses such as caused by norovirus.
{{org_field_name}} asks all visitors to follow general infection prevention and control procedures while in the home, eg:
a. keep as far as possible a safe physical distances between people, who they meet around the home, which should be a minimum of one metre, and do not hold close conversations with people
b. where asked by {{org_field_name}} based on its current risk assessments — because of the risk of infection or outbreak, or on the recommendations of the local health protection team — to wear face coverings when moving through and around the communal areas of {{org_field_name}}, when there are large numbers of people around, or when visiting a vulnerable person
c. observe good hand hygiene as directed by any notices using {{org_field_name}}’s equipment and facilities.
{{org_field_name}} will ensure that there is good ventilation throughout the premises and particularly in any dedicated visiting areas being used.
{{org_field_name}} asks visitors who continue to provide some degree of personal care to the person they are visiting and are visiting to wear suitable PPE while carrying out any care tasks as would a paid care staff member.
{{org_field_name}} will continue its policy of supporting people who need to visit flexibly on compassionate grounds such as when a person is terminally ill and receiving end-of-life care.

Mental Capacity

{{org_field_name}} will observe the rights of people who may lack the relevant mental capacity needed to make particular decisions about their needs for visits and visiting plans. It will make all such arrangements in line with individual needs by following best interests’ decision making as set out in the Mental Capacity Act, and where appropriate in consultation with their advocates or those with power of attorney.

It also recognises that people with dementia or without mental capacity for other reasons might be the ones who will benefit most by regular, structured visiting at all times, and whose needs should be given priority in emergency situations.

Staff Visitors

Staff are not expected to receive visitors while they are working or to be interrupted in the course of their duties by social calls. However, it is acceptable to have people whom they know as family members or socially to call to leave messages or have some brief contact. This is quite consistent with the open ethos that the home is trying to promote. The same principle applies to staff receiving telephone calls, which are acceptable for information exchange, but not general conversational purposes.

Note:

Care providers should develop their own local policies on this issue.

Procedures for Receiving Visitors

For security reasons, the home has a single port of entry policy so that all visitors (as defined above) report on arrival to [the receptionist/the person in charge/an available staff member], who will ask them their name and whom they wish to see and direct them accordingly.

All visitors who enter the premises other than those who are simply delivering or dropping off items, such as the mail or supplies, must sign the visitors’ book. This will record time of arrival, time of departure, any car registration number if parked on the premises and the main contact person. This ensures that the home is able to account for everyone in the building at all times, which is important in the event of any emergency evacuation of the building.

The signing of the visitors’ book on arrival and departure signifies that the visitor has agreed to the facts of their presence in the building being known and that they are aware of the necessity on the grounds of fire safety and security.

Confidentiality and Data Protection

To comply with current data protection requirements, which requires the confidential treatment of all personal data, the visitor can be assured that the information they provide will not be disclosed to third parties or be kept longer than necessary. [Best practice guidance suggests 12 months or 24 months maximum.]

This is done by careful screening/“blacking” of all existing information in the visitors’ book/daily removal of previous entries, eg using a ring back diary/a data protective electronic method (there are different options to protect the visitor’s personal data).

All visitors will in effect have a “responsible person”, who can be a person receiving care or staff member, and who will be able to account for the nature and purpose of the visit and visitors’ whereabouts.

As part of {{org_field_name}}’s general approach to customer service, staff are expected to treat every visitor courteously and make them feel welcome and comfortable. Where visitors have to wait to see the person they have come to see, they should be offered a comfortable seat and refreshments as available.

Where staff encounter someone they do not know or who seems lost or uncomfortable in the building, it is appropriate to ask them politely whether they need help and whom they are there to see.

The policy is subject to regular review and adjustments.

Safeguarding

{{org_field_name}} applies its safeguarding policies and procedures in respect of any visitor who could cause harm to a person they are visiting or other people using the services.

{{org_field_name}} is also mindful of its legal responsibilities for the health and safety of its staff and will not accept visitors’ rude and aggressive behaviour towards them.

{{org_field_name}} has separate policies to deal with any such incidents. See Keeping Staff Safe: Disrespectful Behaviour and Abuse of Staff, Including Aggression and Violence and Appropriate Response Policy.

Training

Staff receive instruction and training in {{org_field_name}}’s visiting policy and procedures, and contingency plans.

They also receive training in “customer care” so that they can welcome visitors and treat them professionally and courteously.

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}

Reviewed on: {{last_update_date}}

Next Review Date: {{next_review_date}}

CH343. Visiting In and Out of Care Homes