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COVID-19 Policy, Resources and Information for Carers


Message to all staff re COVID-19 safe practices. Published 15th March 2020.

We are here for you

For many of our clients and their families, this is understandably an anxious time. It is also a very uncertain time for those supporting our clients. At Prompt Care, we are working as hard as we can to ensure that we're best able to support our community.

COVID-19 Information

For current information on the virus, please refer to the Department of Health's website here

Prompt Care Definitions

Quarantine - Prompt Care’s use of the word quarantine extends to restrict contact with our clients, staff and or offices for 14 days after your last symptom. This is not a restriction on your activity outside of Prompt Care. We are treating any contagious illness as high risk to our clients during this pandemic.

PPE - Personal Protective Equipment refers to anything used or worn to minimise risk to workers’ health and safety, including face masks, gloves, alcohol swabs, aprons etc.

Declaration - a questionnaire sent to clients and Care Partners to gather statements from the individual in relation to the risks of COVID-19.

Safety and Risk-Reduction in Service Delivery

What Are We Doing?

As an Aged Care Provider, Prompt Care supports vulnerable members of the community. We have taken steps to ensure we are prepared and able to most effectively manage the risks associated with COVID-19.

Our priority is ensuring the safety and wellbeing of those in our community. This is inclusive of clients, their family members, staff, and contractors.

People who are infected with COVID-19 may not get sick at all, or exhibit only mild symptoms. However, the people most at risk of serious infection are:

The most notable symptoms of COVID-19 include fever, coughing, sore throat and/or shortness of breath. If you exhibit any of these, please call your local medical clinic or the National Coronavirus Helpline (1800 020 080) and seek further advice over the phone. They will ask you a series of questions to determine if you may be at risk and provide advice.

The most effective strategies to prevent the spread of COVID-19 are:

As always, Prompt Care’s Resource Centre is happy to take any calls with enquiries you might have. You can phone us on 1800 472 273.

Declaration and Quarantine

We have requested that all clients, Care Partners, and other staff and contractors submit a COVID-19 Declaration, which will inform us of any potential risks which may compromise community health. In this critical time, completion of a declaration is a condition of staff attending services, and clients receiving them.

Every declaration is reviewed by the Prompt Care COVID-19 Working Group, which considers information provided in each declaration to determine instances where community safety would be furthered by instituting a quarantine period for a Care Partner or other member of our community. During any quarantine period, we ask our Care Partners to self-isolate from all Prompt Care clients, staff and offices. This is a measure taken to ensure the safety and wellbeing of everyone in our community.

The Prompt Care COVID-19 Working Group will work on the advice of quarantined Care Partners to determine when it is safe for them to return to work. The same process is followed for Prompt Care's Resource Centre staff.

If you have not yet completed a Staff or Organisation COVID-19 Declaration, or if you need to update the information you provided, you can click the relevant link below to do so:

Personal Protection Equipment (PPE)

There are currently significant shortages of PPE around the world. Prompt Care continues to utilise multiple supply avenues to ensure all Care Partners have access to PPE when visiting clients. Please find the current status of our PPE stocks below:

These statuses will be updated regularly. Please phone 1800 472 273 if you would like further updates.

Infection Control

COVID-19 coronavirus - how to avoid infection

Thank you everyone for your efforts and understanding. Together we can make a difference for the safety and wellbeing of our friends, families and community.

Financial Support

We understand the pressure and stress that may come with being unable to work for a period of time.

The government has advised that if you have lost work as a result of the COVID-19 pandemic, you may be eligible to receive financial support. You can find more information here:

Training Resources

The following training resource has been developed by the Department of Health. We encourage all Care Partners to register and complete it.

The training module covers the fundamentals of infection prevention and control (IPC) for COVID-19: what COVID-19 is; signs and symptoms; keeping safe - protecting yourself and others; and myth busting. The module takes about 30 minutes, with a quiz at the end.

Physical Health, Emotional Health, and Mental Health Support

This is a difficult and unsettling time for all. Prompt Care is dedicated to supporting our entire community in this uncertain period. There are a number of in-house and external resources which we encourage everyone in our community to utilise as and when they need them.

If you would like any general information or advice on COVID-19, the National Coronavirus Hotline is available 24 hours a day, seven days a week. The number for the hotline is 1800 020 080. If you require translating or interpreting services, you should call 131 450.

If you need mental health support, you can call the free and confidential Beyond Blue Support Service. It is available 24 hours a day by phoning 1300 22 4636.

In times like these, social isolation can be a cause of significant health problems. Please phone Prompt Care's Resource Centre on 1800 472 273 if you're feeling socially isolated, or would like someone to have a conversation with - we are here to help you!