Coronavirus Guidance - Customer Visit Process
All services should make arrangements to call customers in advance of home visits. The question set should be used as a guide.
Initial Question Set for Home Visit
In respect of the ongoing situation with the Coronavirus, are you, or anyone else in your household, self-isolating?
If No- *No script, continue as normal
If Yes:
For Non-Essential Visits- Based on advice from Public Health Scotland and NHS Inform, we will not be able to attend until such a time that the isolation period has ended. Please get back in touch with us when you (or your family) are no longer isolating and we will arrange an appointment then.
Essential-We will attend, however, it is important that the person (or persons) self-isolating are in another room and remain there for the duration of the visit.
Check-Ins before attending and when at property- In respect of the ongoing situation with the Coronavirus, has your situation changed since this callout was arranged?
Advice for visiting staff when in a property from Public health Scotland & NHS Inform-
- Wash your hands/ apply sanitiser on exiting the vehicle, wash your hands/ apply sanitiser at the customer's door, wash your hands/ apply sanitiser on entering the property, wash your hands/ apply sanitiser prior to leaving the customer's property, wash your hands/ apply sanitiser when back inside your vehicle.
- At all times, avoid hand contact with your eyes, nose and mouth, maintain the above hand hygiene at all times
- Avoid touching surfaces or personal items when inside customer's property (unless absolutely necessary for the purposes of the visit) and maintain the above hand hygiene at all times
- Cover your nose and mouth when coughing or sneezing with tissues and dispose of them as soon as possible.
- Follow guidance on Social Distancing (maintaining a 2 meter distance from other people)
Initial Question Set for Office-Based Visit
Signage will be displayed on entrances and at receptions desks, however, it was acknowledged that not all customer's will adhere to this or be able to read. Therefore, the staff are required to ask:
In respect of the ongoing situation with the Coronavirus, are you, or is anyone else in your household, self-isolating or showing the symptoms of the virus (new, persistent cough, a fever or high temperature)?
If No- *No script, continue as normal however should follow guidance on Social Distancing (maintaining a 2 meter distance from other people)
If Yes:
For Non-Essential Office-Based Visits- Based on advice from the NHS and Public Health Scotland, we will not be able to carry out this appointment and will have to ask you to leave the premises. Please get back in touch with us when you (or your family) are no longer isolating and we will arrange an appointment then. Alternatively, in the first instance, can you please email customer.service@westlothian.gov.uk (opens new window) or go online at westlothian.gov.uk and we may be able to assist with your query there. You can also call 01506 280000.
