How Papillon is responding to Coronavirus (COVID-19)  Find out more

How Papillon is responding to Coronavirus (COVID-19)


We understand that this is a concerning time for anyone with a loved one living or working in a Papillon care home.

We have created this page to answer any questions you may have around the measures being taken to protect and care for them throughout the COVID-19 pandemic. It also explores how we have handled the pandemic so far and provides the latest guidance from Papillon Care about the protocols we have implemented in our care homes. This information is intended for Papillon Care residents, patients, staff and any visitors to our brilliant care homes.

A message of thanks

We would firstly like to thank all of those who have shown us their support throughout this difficult time. To our incredible staff for their absolutely fantastic support and efforts in caring for our residents and each other- without them we simply would not be able to manage this pandemic effectively. Also, to the friends and families of our residents, who have been patient and understanding of our strict visiting restrictions and along with the wider community, have sent thousands of messages of support, thanks and commendation to our truly magnificent staff- this really means a great deal to all of us and helps us maintain the great services and care we deliver. So truly, thank you.

We would also like to give thanks to the Local Authorities, NHS and CQC for their fantastic support during this crisis, a true team approach that has worked well for Papillon Care in supporting us and each other.

And finally, we want to say a huge thank you to our brilliant residents for their understanding, resilience and positivity.  You are the centre of everything we do and we truly are privileged to be looking after you while living with us in your home.

Our COVID-19 journey so far

We ‘locked down’ to external visitors except for healthcare and health and safety critical workers only on 13th March 2020. This decision was taken early and decisively. We quickly ensured our residents and staff were protected by PHE (Public Health England) guidelines inline with our own infection control procedures and we also worked hard to source PPE (Personal Protective Equipment) and ensure residents families and friends were well connected with the deployment of technology such as iPads for video-calling.

Fortunately, the quick actions and absolutely first class efforts from all of our care home staff and central support staff prior to official lockdown along with the stringent procedures we introduced and review on a regular basis have comprehensively helped us manage risk and maintain good quality care throughout the pandemic. 

Where we are today

Although life seems to be returning to a new state of “normal”, we understand that the residents living in our care homes are still amongst the most vulnerable transmission groups of the COVID-19 Virus.  So as we progress with a safer, socially distanced way of delivering care, we continue to follow the advice and guidelines provided by Public Health England and regularly review and adapt our approach as the situation changes.

We have constantly remained in close communications with local authorities, local public health authorities and of course central Government in order to have information at our fingertips to remain in a strong and robust position to achieve our main goal of keeping everybody safe.

Below, you’ll find the steps we are taking to protect residents in our care and staff in our employment through every stage of the pandemic.

Measures to keep residents, staff and visitors safe

Personal Protective Equipment (PPE)
We are keeping staff and residents safe by following Public Health England guidelines published on the UK Government website. These include a variety of measures and protocols including providing staff with face masks, visors or goggles, aprons and gloves.
Infection Control Procedures
We have always had UK care home leading infection control procedures in place and we continue to keep staff and residents safe by following additional, care home specific COVID-19 Public Health England guidelines published on the UK Government website.
Infection Control Champion
We have nominated one person at each of our homes to work alongside the Home Manager and rest of the team to be hyperaware and responsible for ensuring the home correctly follows the Papillon infection control policies dictated internally and alongside Public Health England guidelines.
Covid-19 Antigen Testing
Regular testing of staff and residents has been a great tool to allow us to make important decisions along the way and keep staff and residents safe. We are pleased that the Government is now fully supporting frequent testing.
COVID-19 CQC Inspections
We have had COVID-19 specific CQC inspections to ensure our homes are correctly following infection control procedures. We are delighted to report we have passed with flying colours.
Digital Connections
We have provided our homes with iPads to ensure residents can easily communicate with friends and family via video call whilst physical visitation is restricted.
Social Content
We continue to ensure the website, Facebook (public and staff) and the homes’ blog sites are regularly updated with positive news and goings on. This includes a new social images gallery which we have implemented on the website. We feel this is a good way to showcase the positivity which all of our residents generate despite these difficult times.
We ensure the newsletter, which is updated monthly with positive news and goings on is distributed to anyone who wishes to receive it. You will also find the content posted as a blog on our website.
Relative Support Email
We have set-up a new email which is dedicated to all COVID-19 enquiries to answer any questions raised by residents' families and friends. Email us at:
Temperature Scanning
We have installed thermal cameras at the entrances of all of our homes. Anyone found with a temperature higher than permitted will be denied entry to the home.
Internal Visitors
We have limited visitation to essential healthcare and contractors only. In order to keep staff and residents safe, families and friends are not currently permitted into the homes except in exceptional circumstances which are risk assessed and decided upon by each Home Manager on a per residence basis.

New residents

We continue to safely welcome new residents into our care homes, so please do give your local Papillon care home a call if you are looking for care or need any further help.

We want to assure you that when we are welcoming new residents into one of our homes we have clear protocols in place to ensure that it is appropriate for them to move in. We are also ensuring that any new residents joining our homes, whether from a local hospital or the community, have been tested in advance and receive negative testing results prior to admission. To view our official statement for how we’re safely welcoming new residents into our care homes please click here.

Keeping our residents physically and mentally active

We are very aware that an important part of living in a care home is being able to socialise and enjoy physical, mental and spiritual activity that is vital for overall wellbeing.  We are delighted that the mix of. personalised care and our continually reviewed lifestyle support plans organised within our homes, have great new ways of keeping everyone active, including a number of virtual activities.

All whilst ensuring that the group activities we organise are smaller, adhering to social distancing advice, and enhanced infection control procedures are maintained. Our residents are thoroughly enjoying this and feedback has been great so far.

Please scroll through our gallery of images taken by our care home staff which shows some of the activities our residents have been up to during lockdown. See more of the daily goings-on inside our care homes on our Facebook page here.

Our current visiting guidelines at Papillon Care

We understand the importance of resident’s family members and friends being able to visit at the care home.

We have in place a detailed policy on supporting visits securely and safely during the pandemic. Including enabling outdoor visits or window visits wherever possible and electronic contact (e.g. Facetime). We have also allowed for visits in exceptional circumstances, such as end of life.

As per Government guidance every care home will be able to have visitors who will be able to enter the care home for regular visits. Including, a nominated essential care giver who may visit the home to attend to essential care needs. The essential caregiver can visit in all circumstances, including if the care home is in outbreak (but not if the essential care giver or resident are COVID-positive). A maximum of two visitors only are allowed per single visit and per day and all visits should be booked in by contacting the home.

All visitors will be tested using rapid lateral flow tests (LFT) before every visit, must wear the appropriate personal protective equipment (PPE) and follow all other infection control measures – which the care home will guide them on – during visits. Visitors and residents are advised to keep physical contact to a minimum. Visitors and residents may wish to hug or hold hands, but should bear in mind that any contact increases the risk of transmission. There should not be close physical conduct such as a kiss. Our code of conduct for visitors outlines our expectations during a visit to the care home at this time.

All visitors are required to read and sign to acknowledge acceptance of our Code of Conduct for Visitors and to complete the Visitor Health Screening Questionnaire and to take Lateral Flow Test for Covid-19 every time a visitor attends the care home.

Visitation Policy

This code of conduct details expected standards of behaviour, in general and in particular to ensure that visitors adhere to the guidance, policies and processes in place during a visit to the care home.

We appreciate these additional measures and processes can be frustrating, however, they are in place as it is with the very best interests of everyone’s safety.

Please do not hesitate to speak to us before your planned visit if you have any questions or you are not sure of any of the contents of this document and what is required. Our contact details are provided below.

Code of Conduct

Please note that you will be asked to observe several rules when visiting the care home. The key rules and procedures in place are outlined below. These are not exhaustive and any additional rules that are requested or explained to you during your visit by a member of the team must be followed.

Visitor Health Screening Questionnaire and Booking

COVID 19 Vaccinations and Visitors

It is not a legal requirement that family and friends visiting the care home are up to date with COVID 19 vaccinations, however, we strongly recommend that unless a visitor is clinically exempt they are vaccinated to ensure the safety of themselves, our teams and our residents.

Other visitors attending the care home to undertake a role, duty or work must be up to date with COVID 19 vaccinations unless they are clinically exempt. This includes professionals, regulators, contractors, volunteers, agency workers, hairdressers, entertainers and so on. This list is not exhaustive.


Arranging Visits


Infection Control

Gifts and other items



You will be asked to sign and complete a code of conduct declaration to acknowledge you understand and agree to the code of conduct for visitors. You will also be asked to sign a visitor health screening questionnaire.

We also require the additional details for track and trace purposes. Thank you for your understanding and time.

Further information

Thank you for taking the time to read this update.  We will continue to update any changes to this part of our website so please bookmark the page.  If you would like any further guidance or have any questions, please contact the care home Manager at each of our homes or alternatively email us at

For comprehensive information about COVID-19 itself, please visit the Public Health England website.

This article was first published on 13 March, 2020 and is regularly updated as Government guidance changes. Last updated: 11th November, 2021.