Information for Relatives

Managing our way through COVID-19 is about being prepared so we can support our residents and you, as their family members, in the best way possible. Click on or download the pdfs below to see what the different alert levels mean for our residents, staff and visitors, and how you can help us keep your loved ones safe.

Alert Level 1


Alert Level 2


Alert Level 3


Alert Level 4


How restricted visiting works at Level 2

  1. You will need to book a time to visit (see below for how to do this)
  2. Two visits per week to be forward booked to ensure everyone can have a turn
  3. If you want to visit more often you can phone to see if there is a vacant spot on the day and if so, you can visit
  4. Visits limited to 30 minutes maximum
  5. Please be on time for your visit (there will be set start and finish times). If you are late you cannot get extra time
  6. Only two people at a time per resident
  7. No one under 16 years of age
  8. You must wear a mask at all times, including when in the resident’s room. Please bring your own mask and ensure it is clean on when you enter HBH
  9. Go straight to the resident’s room and remain there for the duration of the visit
  10. Maintain a 2-metre distance
  11. No kissing or hugging
  12. You must sign in using either the COVID Tracer APP or if not, via our iPad
  13. Your temperature will be taken, and a health screening question asked before you can enter.
  14. Stay home if unwell.
  15. For family members who live out of town – please contact us before you plan to visit to make suitable arrangements.
  16. Residents who are in the last few days of life: staff will contact family about visiting in these circumstances.

Restricted visiting times

Visiting times are available as follows:

  • Monday to Friday between 9am to 11:45am and 2pm to 4:45pm
  • Saturday and between 10am and 11:45am and 1pm and 3:45pm

How to book a visit

  1. To book a visit please email:

    Please only use this email address for bookings.

  2. Please head the email subject line: Visitor BookingPlease state the following:
    • The name of the person you wish to visit
    • The two days you prefer to visit on
    • Whether you prefer morning or afternoon on those days
    • Your contact details, both phone and emailFor example:
      • Name: Joan Smith
      • Tuesday: in the morning
      • Saturday: in the afternoon
      • Your phone number and/ or email address
    • Please be understanding if you do not get your exact choice of day or time. We will do our best to fit everyone in
    • If you do not have access to email, please phone Jenny Cribbens at reception. Telephone 538 0800 between 9am and 4pm Monday to Friday to make a booking. Whenever possible please do use email. Everyone will get a spot, so do not feel you have to rush to make these bookings, but please do contact us before the end of this week

How to remain in contact with your relative during lockdown

  • Arrange a video or phone call using WhatsApp. If you would like to make a video call, please contact the team leader of the community where you live/your relative lives. Please be patient about these and it may take a little while to get through everyone who wants a call
  • Dropping off gifts or personal items for residents: if you want to deliver something to a resident, please drop it off at the hospital main door in the box provided (or put in fridge provided if perishable goods). Please label clearly with the name of the resident. Staff will then collect items and deliver them.

How to remain connected and up-to-date

  • Follow our Facebook page  – our posts help to keep you updated and connected with life at HBH and keep you up-to-date on alert levels announcements
  • Visit our website – the latest announcements are posted on our website here
  • Check your email – we email all relatives following announcements by the Government and explain what this means for HBH. If your email address changes please email with the updated address.

In every little way, we care.

Dear everyone,

Our sincere appreciation for the superb help and kindness shown to Marguerite in the short time she was with you. We can’t speak highly enough of every facet of your care and attention and all the staff we dealt with were marvellous and went over and beyond the call of duty.

Yours sincerely