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Coronavirus: information for adults who receive social care

Norfolk Adult Social Services is open for business. We are here for you if you need support during the latest national restrictions.

We are trying to do as much of our work remotely as possible. This means we have already scaled back visits for people in their homes, unless absolutely necessary, and are finding new ways to support people via telephone and online video calls.

We will continue to work closely with organisations who provide care on our behalf – care homes, home care, days services and other types of care. We are supporting them to interpret national guidance and follow the best possible infection control practices.

If you have a Direct Payment make sure you read our answers to questions about Direct Payments.

What are we doing?

  • We are continuing to stay in touch with people either virtually, by phone or through face to face visits to identify and protect the people who need us most
  • We will still work with people in a way that respects individuals, safeguards people and involves them and their families in decision making  
  • Working with our NHS colleagues to free up beds in our hospitals
  • Making sure all our direct payment users are kept up to date with letters, frequently asked questions and information about who key workers are and what the changes to employment law are 

What can you do?

If any information on your care plan has recently changed and you’re unsure that our records are up to date, please make a support needs enquiry online or get in touch by calling our customer services centre on 0344 800 8020.

If you want to suspend or cancel your care because you are isolating, please can you let us know on the number above and let your care provider know. This will help us to manage the information we need to set-up your care again after the crisis period ends. 

Keep up to date with the national government advice

Please see some frequently asked questions to help you below. 

Yes: carers are still visiting people in their homes and communities as they have been throughout. This is subject to careful risk assessment, thorough conversation with you and your family and the appropriate use of PPE. You can request an end to visiting during lockdown if you would feel safer doing so.

All care homes are different, and they need to follow national guidance about how to protect residents but allow families and loved ones to stay in touch including where this is safe, through visits. Our on-going advice to care homes is that they must minimise the risk of Covid transmission from visitors

When we do have outbreaks in local areas or in homes, the Director of Public Health and the Director of Commissioning will write to care homes to ask that they stop any face to face visits except in the most exceptional circumstances.

Yes: national guidance allows day services to continue to operate within clear parameters. We continue to work closely with all day service providers to help them regularly risk assess how they are working to make sure they keep people safe and prevent transmission.

There may be circumstances where – based on the advice of the Director of Public Health and the Director of Adult Social Services – the local situation means we ask some providers to close because of high levels of infection which puts people using the services at risk. We will continue to update this approach in line with any new national guidance.

There are no specific changes for informal carers. However, please do get in touch with us if you need support - we are open for business. We have put in special measures to increase uptake of flu vaccination, and we are helping carers keep their emergency plans up to date.

We are continuing to help as many people home as we can. Everyone who leaves hospital for a care home bed will be tested. If you test positive, we will support you into a designated site for Covid positive patients before you go into the care home or care setting following a negative Covid test.

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