Coronavirus Policy and Procedure

    Coronavirus Policy and Procedure


    1. Purpose

    1.1 To ensure that Complete Care Agency remains up to date and is able to respond in the event that a member of staff, Client or their contacts, contracting the virus (SARS coronavirus–2 (SARS-CoV-2)) which results in the disease Covid-19.

    1.2 To support Complete Care Agency in meeting the following Key Lines of Enquiry:

    SAFE S2: How are risks to people assessed and their safety monitored and managed so they are supported to stay safe and their freedom is respected?

    SAFE S3: How does the service make sure that there are sufficient numbers of suitable staff to support people to stay safe and meet their needs?

    SAFE S5: How well are people protected by the prevention and control of infection?

    WELL-LED W5: How does the service work in partnership with other agencies?

    1.3 To meet the legal requirements of the regulated activities that Complete Care Agency is registered to provide:

    • Civil Contingencies Act 2004
    • The Health and Social Care Act 2008 (Regulated Activities) (Amendment) Regulations 2015
    • Control of Substances Hazardous to Health Regulations 2002
    • Equality Act 2010
    • Health and Safety at Work etc. Act 1974
    • Coronavirus Act 2020


    1. Scope

    2.1 The following roles may be affected by this policy:

    • All staff


    2.2 The following people may be affected by this policy:

    • Clients


    2.3 The following stakeholders may be affected by this policy:

    • Family
    • Commissioners
    • External health professionals
    • Local Authority


    1. Objectives

    3.1. To set out the framework for reducing the risk of the spread of the disease between staff and clients.

    3.2 To ensure all staff within Complete Care Agency understand their roles and responsibilities in ensuring the safety of colleagues and clients.

    3.3 To ensure compliance with national best practice, regulation and legislation.


    1. Policy

    4.1 Complete Care Agency recognises that the outbreak of a new strain of coronavirus SARS coronavirus-2 (SARS-CoV-2) which results in the disease COVID-19 is a fast moving situation. The WHO has stated that this is a pandemic. As care providers, ensuring robust infection control and business continuity plans form part of preparing business at Complete Care Agency for any events that can cause disruption to the normal business.


    4.2 Complete Care Agency will ensure that staff are aware and understand the importance of pandemic preparedness. Complete Care Agency understands that business continuity planning involves all aspects of the business and to be effective Complete Care Agency must work with their partners, suppliers and commissioners to ensure that a safe and effective service can be maintained.


    4.3 Complete Care Agency understands that they have a responsibility for ensuring that staff follow good infection control and prevention techniques and that they support Clients with this too. Complete Care Agency will ensure that staff have access to reliable information to reduce anxiety and dispel any myths and inaccurate information that may cause worry or distress to staff, Clients or the wider public.


    1. Procedure

    5.1 Pandemic Policy

    Complete Care Agency recognises that the WHO declared COVID-19 a pandemic on 11th March 2020. Complete Care Agency will ensure that it reviews the Pandemic Policy and Procedure and will complete the business continuity plan to ensure that the business is prepared for any pandemic.


    5.2 Reducing the Risk of Contracting or Spreading the Virus.

    Complete Care Agency will ensure that staff, when not at work, follow the WHO and Public Health England advice to reduce the risk of contracting the virus and the risk of spreading it. They must also support Clients to follow the government requirements and remind them that failure to follow this can result in a fine:


    The most up to date guidance can be found here:


    Further measures:

    • Wash your hands regularly and properly – for at least 20 seconds (2 verses of happy birthday) by using soap and running water
    • Use hand sanitiser – when it is not possible to wash hands with soap and water. Hand sanitiser must contain 60% alcohol to be effective
    • Maintain at least 2 meters (6 foot) distance between yourself and anyone. If you are too close you can breathe in droplets, including the COVID-19 virus if the person has the disease
    • Avoid touching, eyes, nose and mouth. Hands touch may surfaces and can pick up viruses. Once contaminated, hands can transfer the virus to your eyes, nose or mouth. From there, the virus can enter your body and can make you sick
    • Practice respiratory hygiene. Make sure you, and the people around you, follow good respiratory hygiene. This means covering your mouth and nose with your bent elbow or tissue when you cough or sneeze. If you do not have a tissue, use your sleeve. Then dispose of the used tissue immediately and wash your hands, or use hand sanitiser if you do not have immediate access to soap and running water. Droplets spread virus. By following good respiratory hygiene, you protect the people around you from viruses such as cold, flu and COVID-19


    5.3 Handwashing

    Staff should wash their hands:

    • Before leaving home
    • On arrival at work (each individual Client)
    • After using the toilet
    • After touching pens
    • After breaks and sporting activities
    • Before food preparation
    • After using public transport
    • Before eating any food, including snacks
    • Before leaving work (each individual Client)
    • On arrival at home


    5.4 Confidentiality

    Complete Care Agency will follow confidentiality and GDPR policies and procedures to ensure that the details of staff involved in caring for Client with suspected or confirmed COVID-19 is kept confidential. Employees must also respect each other’s confidentiality and take care not to inadvertently share information when using social media. Where staff are suspected or confirmed to have contracted COVID-19, their personal details must be treated as confidential, as they would be for any other Complete Care Agency Client.


    5.5 Safe Staffing

    In the event of an outbreak of COVID-19, where staff are moved from other areas to support in COVID affected areas, assessments must be made on the ability to continue to deliver safe and effective care in the areas affected. Steps must be taken to mitigate any risks resulting from staff moving to other areas. Complete Care Agency will as part of pandemic preparedness assess whether any staff need additional training, support or require a DBS check. Complete Care Agency will report capacity via the appropriate means to support system resilience where applicable.


    5.6 Reducing the Risk of Stigmatization

    Stigma occurs when people negatively associate an infectious disease, such as COVID-19, with a specific population. In the case of COVID-19, there are an increasing number of reports of public stigmatization against people from areas affected by the epidemic, this means that people are being labelled, stereotyped, separated, and/or experience loss of status and discrimination because of a potential negative affiliation with the disease. Complete Care Agency will ensure that staff understand the importance of preventing and addressing social stigma by making sure facts are available to staff and Clients.


    5.7 Actions if a Client Meets the Criteria and Displays Symptoms

    If a Client complains of symptoms, staff must make sure:

    • They isolate immediately
    • Contact the NHS 111 COVID-19 service for advice on assessment and testing
    • If further clinical assessment is advised, contact their GP
    • If symptoms worsen during isolation, or are no better after 7 days, contact their GP for further advice around escalation and ensure that person-centred decision making is followed
    • For a medical emergency dial 999
    • Staff should immediately instigate full infection control measures to care for the Client with symptoms, which will avoid the virus spreading to other Clients at Complete Care Agency and stop staff members becoming infected. Complete Care Agency will follow the Infection Control Policy and Procedure at Complete Care Agency and current Public Health England guidance on PPE:
    • Discuss with the Clients the reasons they should isolate and provide support for them to discuss this with their family using mobile devices
    • Review and update the care plan and risk assessments
    • Ensure that any advance decisions are recorded and the correct documentation is available
    • Ensure the office is kept informed throughout of the situation and advice given/taken


    5.8 Standard Expected Response to Suspected New Cases of COVID-19

    • If staff have a suspected new case of COVID-19, they must advise that Client to self-isolate in a separate room to other family members and if possible using a separate bathroom, and ensure use of recommended PPE
    • Staff will inform the Clients GP, who will advise staff on the medical treatment and isolation requirements to reduce the risk of further transmission
    • In line with NHS England guidance, Complete Care Agency will ensure that staff are bare below the elbows and the following PPE is worn as a minimum:
    • Apron
    • Gloves
    • Fluid repellent facemask


    The full infection control guidance by Public Health England must also be read. 


    5.9 Actions if a Member of Staff Report Symptoms

    • Advice will be given to the member of staff if they need to self-isolate and consideration as to what action will need to take place for any Clients they may have had contact with
    • Complete Care Agency must ensure that confidentiality is maintained and that records are held in line with Data Protection Act requirements
    • Complete Care Agency should follow their Sickness Absence Policy and Procedure and ensure that it follows government guidelines which state that if an employee or worker has to self-isolate, they should receive any Statutory Sick Pay (SSP) due to them
    • Complete Care Agency will need to put into action the Business Continuity Plan and liaise with Leeds Social Services, Continuing Health and CQC if there are concerns about staffing
    • The most up to date information for isolating can be found here:


    5.10 Working from Home

    Where staff at Complete Care Agency are able to work from home, and Complete Care Agency has agreed to the arrangement Complete Care Agency has the following expectations:

    • Staff can work independently and on their own initiative
    • Staff are able to motivate themselves
    • Complete agreed work within set deadlines
    • Staff can manage their workload effectively 
    • Staff can cope well under any new pressure posed by working at home
    • Staff will adopt healthy work from home practices which includes compliance with health and safety
    • Staff will maintain contact with Complete Care Agency and colleagues with whom they would normally interact
    • Confidentiality will be maintained in line with the Data Protection Act
    • Any concerns will be raised immediately with the Registered Manager

    Complete Care Agency understands during the coronavirus outbreak, that where the employee’s role makes home working feasible, working from home will be supported. The decision to temporarily allow home working is not a contractual change.


    5.13 Shielding At Risk Groups

    The Government advised on the 21st march that those who are at increased risk of severe illness form coronavirus (COVID-19) must be shielded and protected. Shielding is a measure to protect extremely vulnerable people by minimising interaction between those who are extremely vulnerable and others.


    The most up to date information regarding shielding can be found here:


    1. Definitions

    6.1 Pandemic 

    • A pandemic is a worldwide spread of a new disease COVID-19 was characterised as a pandemic on the 11th March 2020


    6.2 World Health Organisation

    • The World Health Organisation (WHO) is a specialised agency of the United Nations that is concerned with world public health


    6.3 COVID-19

    • Novel coronavirus is a new strain of coronavirus first identified in Wuhan City, China. The virus was names severe acute respiratory coronavirus 2 (SARS-CoV-2). The disease it causes is called COVID-19


    6.4 Outbreak

    • A disease outbreak is the occurrence of disease cases in excess of normal expectancy. The number of cases varies according to the disease causing agent, and the size and type of previous and existing exposure to the agent


    Key Facts – Professionals

    Professionals providing this service should be aware of the following:

    • The current understanding is that the virus does not survive on surfaces for longer than 72 hours. Regular cleaning of frequently touched hard surfaces and hands will therefore help to reduce the risk of infection
    • Washing your hands often, with soap and water, or use alcohol sanitiser that contains at least 60% alcohol if handwashing facilities are not available – this is particularly important after using public transport
    • Complete Care Agency must ensure they have the facts about the new coronavirus or the disease COVID-19 from a reliable source. Public Health England and the Department of Health and Social Care are 2 examples


    Date:                          2nd August 2020

    Policy review date:     2nd August 2023