COVID-19 Update: 8 Sept 2020

By Bonnie Robinson, CEO - 8 September 2020

COVID-19 Update: 8 Sept 2020

Changes/Clarifications regarding Restricted Visiting

Thanks for your co-operation during our first week of restricted visiting. Having had a week’s experience, we are tweaking how we do this and also want to reinforce some things. Please read the following as it contains important information.

Changes and Clarifications

  • Maximum of two visiting slots per resident per week – this is to ensure every resident can be visited.
  • You are no longer able to phone on the day to see if there is an empty visiting slot.
  • Please ensure you request a booking at least 48 hours prior to the day and time you are requesting. Please email whenever possible on

Changes to bookings:

  • Once booked, you cannot make changes for that week.
  • If you can’t attend the booked time you will need to book again, via email, for the next week. Too many people are phoning on the day to change and this has created difficulty for staff and is reducing available spots. Please only book for times you know you are available.
  • Remember that our booking staff are only available Monday to Friday. Please do not email or phone on the weekend.
  • Cancellations: If you can’t make it, please phone to cancel 538 0800.
  • If you have not heard from us 24 hours before the day you requested, please phone to double check. Don’t just turn up. If you are not on the list, staff will not be able to allow you to enter, so if you do not have confirmation please check. In general, you should get confirmation 48 hours before your visit.
  • Our Rest Home receptionist is doing the bookings. Please only use her email ( or phone (538 0800), and DO NOT phone/ask other staff, such as the RNs,whether you can visit.
  • There are no exceptions to our visiting rules so please do not ask as you put staff in a difficult situation.
  • No pets (dogs or otherwise) to be brought into the facility.

Behaviour while visiting

Thank you to the majority of visitors who have stuck to the rules. However, we have had a few people who are not.

So please remember:

  • Wear a mask at all times.
  • Keep 2 metres from strangers and 1 metre from your relative.
  • No hugging or kissing.
  • Please be polite to the reception staff and DO NOT argue with them. Any visitor who is rude, aggressive, or argumentative will be asked to leave.
  • Please be understanding if any mistakes are made in bookings etc. We have 129 residents that we must arrange this for, on top of normal workload. It is time consuming and complex and staff are doing their best.
  • Please be patient and kind.

We know it is frustrating to have restricted visiting. However, the government has required it and we need to do it to keep residents safe. There is still community transmission occurring, and we only need to look at Melbourne to see what happens when COVID gets into aged care facilities.

How to Book a Visit

  • To book please email:  Please use this email address only for bookings. Don’t use any other email as it won’t reach the bookings person.
  • Please head the email subject line: Visitor Booking for {Name of resident}
  • Please state the following:
    • The name of the person you wish to visit
    • What two days you prefer to visit on.
    • Whether you prefer morning or afternoon on those days.
    • Your contact details – phone and email

If you do not have access to email, please phone Jenny Cribbens at reception 538 0800 between 9am and 4 pm Monday to Friday

Remember to book at least 48 hours prior to day you want to visit, and that no bookings are processed on the weekends.

Thank you,
Bonnie Robinson, CEO

Bonnie Robinson, CEO