URGENT UPDATE: COVID-19 MEASURES IN PLACE March 25, 2020
Dear residents, families and everyone in our Ryman community.
Last night the Prime Minister Scott Morrison announced new restrictions to help stop the spread of COVID-19 in Australia.
As part of his announcement, he acknowledged the need for individual states and territories to take different measures that reflect the specific challenges in different parts of the country.
This morning, Victorian Premier Daniel Andrews made the situation in our state clear: “If you can stay at home you must stay at home.”
We fully support this stance. Our residents must stay at home in our villages.
Please be reassured that our team will be there to look after everyone.
We are lucky to have an amazing group of dedicated and caring people on our village teams – and they are there to help you through this emergency.
We know you appreciate how serious this is.
This is a once in a lifetime chance to seal ourselves off into our individual households to keep safe and stop the spread of COVID-19, so let’s make the most of it.
By working together and following the rules we will give ourselves the best chance of keeping the virus contained.
CARE AND SERVICED APARTMENT RESIDENTS
As you will know, our care centres and serviced apartments are closed to visitors.
Visits will only be allowed in exceptional circumstances – for families of residents in end-of-life or palliative care.
These visitors must wear face masks and follow careful protocols for hygiene, wellness and social distancing.
Our care team is well prepared and will be there for your loved ones. They are taking full precautions and we have full infection control and pandemic plans in place.
We will deliver happy hour packs, meals, groceries and essential medical supplies to all our serviced apartment residents as required.
SUPPORT SERVICES FOR INDEPENDENT RESIDENTS
Our independent residents should stay in their own households. This is of vital importance.
At this critical time, you do not need to leave the village unless you have an urgent medical need.
We are closed to all visitors.
All the communal facilities in our village centres, including our bowling greens and pools, are closed, but the team is there to help with anything you need.
Family or friends delivering groceries or medical essentials can drop them at the gate, and our team will deliver them to residents.
The best thing your family members can do is to ring or get in contact by email or video call.
We have put extra resources in to ensure we can provide support for everyone who needs it.
We will be delivering happy hour to you and we are arranging for grocery deliveries.
NON-ESSENTIAL HOME-BASED VISITS TO STOP
Essential medical visits by nurses to our independent residents should continue for now.
We will be asking external medical providers of essential services to complete our check-in process and health check-in.
Visits for non-essential home-based support services – ie: cleaning and housekeeping or hair and nail appointments – should stop immediately. We ask you confirm this with your contacts, because non-essential services will be denied entry at the gate.
It is appropriate we do this at this time whilst the Government is trying to stamp out COVID-19 in the broader community.
BE SCAM SAVVY – DO NOT GIVE OUT ANY PERSONAL DETAILS
Unfortunately, emergencies bring out the worst in some people. We have seen an increase in reports of scam callers, so please be careful.
If someone rings or emails you out of the blue claiming to be from your bank, internet provider or power company, be careful.
Do not give out any personal or banking details over the phone, or by email.
If you get a suspicious call, talk to your family or our team about any concerns you may have.
Banking, telephone and essential maintenance services are still operating.
So, don’t panic if you need some help with any of these things.
PLEASE BE PATIENT AS WE WORK THINGS THROUGH
We have had an overwhelming amount of cooperation from you already.
We are developing new systems and we may not get it right first time, so please be patient.
Our team members are essential workers which means they are making a lot of sacrifices to keep on going. They will be facing disruption at home and with their families.
We are looking out for their wellbeing, and we know you will be too.
HOW TO KEEP IN TOUCH WITH US
We want to ease the burden of non-urgent inquiries on your village team and we have established a national team to help.
If your query is urgent contact your village directly.
For less urgent inquiries please contact us on 1800 288 299 or by emailing email@example.com
For residents who are online, you can find wellbeing advice at www.rymanhealthcare.com.au/wellness
If you need counselling, you are welcome to call our OCP service on 1800 273 865. Just let them know you are a Ryman resident and the village you are from.
PLEASE RING YOUR LOVED ONES
We will do everything we can to help you keep in touch during this period. The best way to connect is by phone, and we are finding other ways to keep people in contact, including video calls.
Please don’t be afraid to call your loved one to see how they are doing.
Once again, please remember that we are here to help, so do not hesitate to let us know how we can do so.
Thanks again to everyone for your understanding.
Stay safe everyone.
Chief Operating Officer
For queries contact 1800 288 299 or email firstname.lastname@example.org