Kia ora residents, families and whānau, 

Hope you are doing well as winter approaches. 

I wanted to update you on the COVID-19 situation at Bupa, and the protocols we have in place to keep everyone safe.  

Like many of you, we are adjusting to the new normal of, managing our lives around COVID-19 or living with COVID-19. 

Throughout this pandemic we have strived to reach a balance between best practice infection prevention and control protocols, Ministry of Health and DHB requirements, and the wellbeing of our residents and people.  We feel now is the right time to revisit our approach and modify it to reflect our new reality.  

In doing so, we’ve had the benefit of being able to work with our colleagues in Australia, who are about 3-4 months ahead of us in the COVID-19 cycle and see what from their approach might benefit us.  

As we move into this new phase, our strict infection prevention and control protocols continue, but there is a greater self-responsibility around COVID-19 risk management and as such we will be adjusting our protocols in care homes and villages.   

From 2 June, visitors will no longer be required to RAT test.   

We have undertaken a thorough review of this process and believe the time is right to stop testing visitors. The overwhelming evidence shows that masks are the best tool to stop the spread of this airborne virus, along with good hand hygiene and not visiting when symptomatic.  The first and most accurate sign of COVID-19 is when the person starts experiencing symptoms. The tens of thousands of RAT tests we have undertaken in recent months have validated that it is at this stage that people test positive, not before. And because our visitors know not to come when they are symptomatic, we have had very few visitors test positive at the care home door.  This change will also bring us into alignment with DHB practices and visitor requirements for hospitals.  

Revised visiting guidance from 2 June 

Our revised visiting guidelines will allow you to spend more time with your family and friends. However, there are some requirements in place as we continue to keep our residents safe and well.  

•  Visitors must wear surgical masks at all time. If you do not adhere to our mask policy, you may be asked to leave the care home. 
• Do not visit if you feel unwell, have any symptoms (scratchy or sore throat, cough, runny nose, fever, temperature, body ache, fatigue, or shortness of breath), or if you potentially are a household or close contact. 
• You will be required to sign the Health Declaration to state that you are well and symptom free. 
• Hands must be sanitised on arrival and on leaving.  
• Residents can have up to 2 visitors at a time. Visitors are encouraged to visit residents in their room, where possible, and maintain 1 metre physical distancing. 
• Visiting hours will no longer be restricted, unless there are specific circumstances communicated by your care home manager. 

Second COVID-19 Booster 

On Friday 27 May, The Government announced a second booster will be made available from July for those most at risk from serious illness from COVID-19, including aged care residents. The recommendation is for the booster to be given either 6 months from your initial booster or 3 months after COVID infection.  We will be working with our GP’s and local providers to administer the second booster to our residents who qualify. 

The vaccine has done an incredible job in minimise the impact of the virus and we would encourage anyone who is eligible to have a second booster shot to keep their immunity up. 

Flu Vaccination  

It is predicted that this winter will bring a bad flu season. Please take the opportunity to get a flu vaccination - it is an important tool in minimise the spread and also the severity of flu symptoms. 

As you may remember from previous years, if two residents test positive for influenza in our care homes it is declared an outbreak and we close the home to visitors. We want to try and take every possible step to minimise this occurring. We are also actively working with our GP’s and local providers to ensure our residents have their flu vaccine should they wish to. 

Thank you 

We cannot overstate how much our team have appreciated the support and kindness that has been shown by our residents and families. We understand that people are getting tired of all-things-COVID. We are not out of the woods, but we are using all our experience to learn how to live with it. Our teams have and continue to work incredibly hard to protect our residents every day and we remain as determined as ever to keep everyone safe.  

Thanks for your support and please, don’t forgot your masks when visiting our care homes or villages.  

Update to Bupa Village Residents

Kia ora Bupa Village Residents,

I hope you are doing well as winter approaches.

I wanted to update you on the COVID-19 situation at Bupa, and the protocols we have in place to keep everyone safe.

Like many of you, we are adjusting to the new normal of, managing our lives around COVID-19 or living with COVID-19.

Throughout this pandemic we have strived to reach a balance between best practice infection prevention and control protocols, Ministry of Health and DHB requirements, and the wellbeing of our residents and people.  We feel now is the right time to revisit our approach and modify it to reflect our new reality.

In doing so, we’ve had the benefit of being able to work with our colleagues in Australia, who are about 3-4 months ahead of us in the COVID-19 cycle, and see what from their approach might benefit us.

As we move into this new phase, our strict infection prevention and control protocols continue, but there is a greater self-responsibility around COVID-19 risk management and as such we are adjusting our protocols in care homes and villages. 

Changes in our villages

We are trying to minimise restrictions in our communal areas and from now on we will only close when there has been a high degree of risk of transmission to a number of residents. We will assess each situation carefully and ask that you will be understanding of our decision.

The overwhelming evidence shows that masks are the best tool to stop the spread of this airborne virus, along with good hand hygiene and not socialising when symptomatic. We will no longer require you to wear a mask in the communal areas in the village, however we strongly recommend that you still do so in order to keep yourselves safe.

Please remember to let your Village Team know if you have been exposed to someone with COVID-19, or if you are feeling unwell, or have been diagnosed with COVID-19 yourself. We will support you through your isolation period as much as possible.

Revised visiting guidance for our care homes

We also want to let you know that we have revised visiting guidelines for our care homes which will allow people to spend more time with their family and friends, this includes:

• Visitors must wear surgical masks at all time. If you do not adhere to our mask policy, you may be asked to leave the care home.
• Do not visit if you feel unwell, have any symptoms (scratchy or sore throat, cough, runny nose, fever, temperature, body ache, fatigue, or shortness of breath), or if you potentially are a household or close contact.
• You will be required to sign the Health Declaration to state that you are well and symptom free.
•  Hands  must be sanitised on arrival and on leaving.
• Residents can have up to 2 visitors at a time. Visitors are encouraged to visit residents in their room, where possible, and maintain 1 metre physical distancing.
• Visiting hours will no longer be restricted, unless there are specific circumstances communicated by your care home manager.

Second COVID-19 Booster

On Friday 27 May, the Government announced a second booster will be made available from July for those most at risk of serious illness from COVID-19. There will be further communication regarding the details of eligibility coming from the Ministry of Health that we will notify you of. 

The vaccine has done an incredible job to minimise the impact of the virus and we encourage anyone who is eligible to have a second booster shot to keep their immunity up.

Flu Vaccination

It is predicted that this winter will bring a bad flu season. Please take the opportunity to get a flu vaccination - it is an important tool to minimise the spread and also the severity of flu symptoms.

Thank you

We cannot overstate how much our team have appreciated the support and kindness that has been shown by our residents. We understand that people are getting tired of all-things-COVID. We are not out of the woods, but we are using all our experience to learn how to live with it. Our teams have, and continue to work incredibly hard, to protect our residents every day and we remain as determined as ever to keep everyone safe. 

Thanks for your support.

Please see below for the key points on what changes for our care homes in ORANGE:

• There is no limit for indoor or outdoor gatherings.
• Mask wearing continues to be required for all visitors and employees at aged residential care facilities. For further guidance on where masks are required please see the covid19.govt.nz website.

All other visiting requirements and precautions that were in place at RED remain, including:

• We will be continuing to ask all visitors, including children, to undergo a rapid antigen test (RAT) on arrival at the care home and before visiting their loved one. We will provide this test.
• Visiting hours at our care homes are between 11am and 2pm, with visiting on the weekend on [Saturday/Sunday]. If you are unable to visit during these times, please contact the care home to organise your visit.
•  Visitors must wear a surgical mask at all times. If you are unable to wear a mask, we ask that you please don’t visit our care homes at this time.
•  Residents can have up to 2 visitors at a time. Visitors are encouraged to visit residents in their room, where possible, and maintain 1 metre physical distancing.
•  Visitors should stay at home if they have COVID-19 symptoms, are a household contact of someone with COVID-19, or are a confirmed case.

For our villages the  key points on what changes in ORANGE are:

•  There is no limit for indoor or outdoor gatherings.
• Mask wearing continues to be required for all visitors and employees at aged residential care facilities. For further guidance on where masks are required please see the covid19.govt.nz website.

All other visiting requirements and precautions that were in place at RED remain, including:

• All residents and visitors are required to wear a surgical mask in the village communal spaces (unless eating and drinking) and sanitise their hands on arrival.
• Visitors and residents should stay at home if they have COVID-19 symptoms, are a household contact of someone with COVID-19, or are a confirmed case.

Dear residents, families and whānau,

Last week we communicated some changes to the Government’s Omicron response plan and restrictions in place under ‘Red’ in the Traffic Light System. 

Please see a reminder below of the key changes coming into place from 11.59pm this evening, Monday 4 April.  

• Visitors will no longer be required to present a My Vaccine Pass at our care homes or villages.
•  In our care homes this means, both vaccinated and unvaccinated visitors may resume visiting under the same visitor guidelines (as below).

The following visiting requirements remain in place at all Bupa Care Homes

• We will be continuing to ask all visitors, including children, to undergo a rapid antigen test (RAT) on arrival at the care home and before visiting their loved one. We will provide this test.
• Visiting hours at our care homes are between 11am and 2pm, with visiting on the weekend on [Saturday/Sunday]. If you are unable to visit during these times, please contact the care home to organise your visit.
• Visitors must wear a surgical mask at all times.
• Residents can have up to 2 visitors at a time. Visitors are encouraged to visit residents in their room, where possible, and maintain 1 metre physical distancing.
•  Visitors should stay at home if they have COVID-19 symptoms, are a household contact of someone with COVID-19, or are a confirmed case.

We thank you for your understanding. If you have any questions, please don’t hesitate to get in touch.

Update to Bupa Village Residents

Dear village residents,

Last week we communicated some changes to the Government’s Omicron response plan and restrictions in place under ‘Red’ in the Traffic Light System. 

Please see a reminder below of the key changes coming into place from 11.59pm this evening, Monday 4 April.  

·         Residents and visitors will no longer be required to present a My Vaccine Pass at our villages.

·         In our villages this means, all residents and visitors will be able to access all common areas and resume all activities.

The following visiting requirements remain in place at Bupa Villages

• All residents and visitors are required to wear a surgical mask in the village communal spaces (unless eating and drinking) and sanitise their hands on arrival.
•  Any inside gatherings have a restriction of up to 200 people, based on 1m distancing.
• Visitors and residents should stay at home if they have COVID-19 symptoms, are a household contact of someone with COVID-19, or are a confirmed case.

We thank you for your understanding. If you have any questions, please don’t hesitate to get in touch.

Yours sincerely,

“Today’s announcement is about supporting our customers’ health and financial wellbeing.  We are committed to returning Covid-related savings to our customers and will continue to look for further ways to do this,” Mr Carroll said.

“While most Covid-19 restrictions have eased progressively across the country, many people are still dealing with the ongoing financial impacts of the pandemic, as well as managing delays for the delivery of some healthcare services.

“We remain committed to ensuring our customers get the most out of their private health insurance, and we’re working hard to advocate for customer-led reform that supports greater affordability and value,” Mr Carroll said.

Bupa will have an average premium change of 3.18% from 1 October 2022, Bupa’s second lowest increase in 20 years and below the projected rise in cost in claims.  

Bupa will continue to monitor the impacts of Covid and further ways to return value to its customers throughout the year. 

How Bupa has helped during the pandemic

During the past 18 months Bupa has delivered a range of customer support programs, including:

• $120 million cash via our first cash giveback program
• $50 million financial hardship package in the form of premium waivers, policy suspensions and discounts.
• $134 million through a six-month premium freeze for all customers in 2020.
• $8 million by not passing on the October 2020 premium increase to customers suffering financial hardship.
• $5 million towards a bonus $200 one-off increase for mental health claims to support more than 2.2 million customers during the pandemic.
• $1 million by providing customers access to 28 by Sam Wood for three months at no cost.

Customers who are no longer active but held an active resident policy between 1 July 2021 and 28 February 2022 will be eligible for a premium delay cashback.

Now that the  New Zealand moved to Phase 3 in its Omicron response. I’m writing to update you on what this new phase means for our residents at Bupa and their families.

Currently at Bupa a number of our care homes are temporarily closed to visitors, and our villages are operating under restrictions, while we navigate various exposure incidents and outbreaks.

Our team members have been working incredibly hard and we are so grateful for their continued dedication to our residents while we navigate working in full personal protective equipment (PPE) and applying outbreak precautions and additional infection prevention control measures.

What Phase Three means for us at Bupa

Only confirmed cases of COVID-19 and their household contacts will be required to self-isolate. All other people are asked to monitor for symptoms but are not required to self-isolate.

The use of rapid antigen tests (RATs) is increasing. At Bupa, we require all our team members and all contractors to take a RAT test on arrival at work, before they begin working.  Our team members, together with other critical healthcare workers across the country, are able to continue to work if they are household contacts so long as they are asymptomatic (or have very mild symptoms) and return a negative rapid antigen test (RAT) before starting work each day.

With widespread community transition now in New Zealand, we have also decided to make some slight changes to the visiting guidelines for our care homes so we can best protect our residents. We will be asking all visitors to please undergo a RAT test on arrival at the care home and before visiting your loved one.

Please note, unvaccinated visitors will still be required to wear full PPE while visiting under compassionate grounds within the care home. However, they are not required to wear full PPE if the visit happens outside.

In order to further protect our residents, we will be limiting visiting hours at our care homes to between 11am and 2pm each day. If you are unable to visit during these times, please contact the care home to organise your visit.

What you can do to protect yourself at all phases

·       Get your booster as soon as possible. 

·       Wear a mask, scan in, and present your pass everywhere you go.

·       Keep up healthy habits such as washing hands, physical distancing and staying home if you are sick.

Please know we are doing everything we can to look after the health and wellbeing of our residents and our team members during these challenging times. Thank you for your support.

Ngā mihi,

Caro

Carolyn Cooper

Managing Director – Bupa NZ Care Homes and Villages

“It helps protect us from severe illness from COVID-19, and such a high vaccination rate can also help to reduce the spread of the virus from person to person.”

But we can’t get complacent – booster doses for adults and vaccinating young children will help protect us from COVID-19.  

“And don’t forget to keep up other COVID-safe habits as well,” he reminds us, “to further boost our defences against COVID-19’’.  This includes washing/sanitising your hands regularly, wearing masks as advised, meeting outdoors where possible and socially distancing. It all counts.

COVID-19 vaccine facts

1.       Getting a booster shot prolongs your immunity against COVID-19 and helps slow its spread 

Vaccines stimulate our immune systems to fight a disease so we don’t get it in the first place, or if we do, can fight it better so we don’t get as ill.

We know this is true from our own Australian experience and from other vaccination programs around the world – vaccination against COVID-19 reduces disease severity, helps keep people out of hospital and saves lives.

And it seems to be holding true for the Omicron variant too, based on the evidence we have so far.

The downside is that our immune response to COVID-19 does seem to decline quite quickly. Also, while the current COVID-19 vaccines were designed to give us some protection against new variants, the response generated in our bodies to new variants isn’t as strong. This means that the virus, particularly the Omicron variant, has been able to spread rapidly through our communities despite our high vaccination rate.

Emerging evidence strongly suggests that ‘topping-up’ your immunity with a booster dose increases your protection against getting a COVID-19 infection and may reduce your chances of spreading it to others. So take one for the community, talk with your GP and get a booster!

You can get a booster as soon as 3 months after your second dose if you’re 16 years or over and the TGA has provisionally approved a booster dose for 16-17-year-olds.  Currently, children and adolescents don’t need a booster dose, as they seem to have a strong response to the initial vaccination course.

And having a booster dose is considered safe – data from the United Kingdom and United States have not shown any new safety concerns following millions of booster doses given at least 3 months after the second dose. There is only limited data on serious side effects such as myocarditis and pericarditis following a booster dose.

2.       You should get your booster dose even if you’ve already had COVID-19

Getting your booster shot is recommended even if you’ve had COVID-19.  Like vaccination, your natural immunity to the virus declines quite quickly after infection.

New strains of COVID-19 also increase your chances of getting re-infected – something we’ve been experiencing with the Omicron variant.  If you are unfortunate enough to get COVID-19 again, being fully vaccinated with a booster dose should still help reduce the severity of the illness. 

If you get COVID-19 and have only had one dose of vaccine, you will still be able to have the second dose of COVID-19 vaccine. You can receive your second dose once you have recovered from the acute illness or you can wait for up to 4 months, as your natural immunity is likely to help protect you. Some people may also develop COVID-19 disease after two doses; if this occurs, you can still receive the booster dose once you have recovered from the acute illness or defer it for another 4 months. Please discuss this with your healthcare professional.

If you’re immunocompromised, have a job that requires you to be vaccinated or puts you at high risk of re-infection, you might want to get vaccinated as soon as you can so please speak with your healthcare professional about the best timing for this.

3.       Although COVID-19 is generally milder in young children, it’s still worth getting them vaccinated

With the spread of the Delta and now Omicron variants, more children are getting COVID-19. Children can spread COVID-19 to the adults in their school and family, which can lead to bigger community outbreaks and slow progress in getting the pandemic under control. This can have other knock-on effects, such as when children can get back to school and socialise with their friends and grandparents, and when parents can be relieved of home-schooling duties.

Children with certain medical conditions (e.g. obesity, congenital heart disease, asthma, neurological illness) are more likely to get seriously ill if they get COVID.

So make sure your children are vaccinated against COVID-19. The vaccine for younger children (5 to 11-year-olds) is the same as one that’s used in people 12 and over (Pfizer’s Comirnaty) – but it's a third of the dose. Children will need to have two doses, given 8 weeks apart, to get the best protection. Even at this lower dose, children experience an immune response to COVID-19 that’s seen in people aged 16–25.

And there’s more good news. The most common side-effects of the vaccine, like a sore arm, headache or fatigue, seem to occur less often in children of this age than in teenagers and adults.

Whilst the clinical trial in children aged 5 to 11 years did not have enough participants to assess rates of myocarditis or pericarditis following vaccination with the Pfizer COVID-19 vaccine, no specific safety concerns have been identified so far from millions of doses of this vaccine administered overseas to children aged 5 to 11 years. The benefits of vaccination outweigh this risk, and vaccination is still recommended for all eligible age groups. The safety of COVID-19 vaccines has been, and will continue to be, monitored throughout the COVID-19 vaccination program, including for children.

Even if your child has had COVID-19, still get them vaccinated – have a chat with your healthcare professional about the best timing for this.

4. It’s important to get your annual flu vaccination for protection against circulating strains of influenza virus

With all the focus on getting vaccinated for COVID-19, it’s easy to forget about getting your annual flu jab. Like COVID-19, flu can be a serious disease, causing complications such as pneumonia or even death so make sure you’re vaccinated against both.

It’s recommended that everyone aged 6 months and above has a flu shot each year, preferably before the flu season begins, which is usually around April.

MORE INFORMATION

For further helpful and up-to-date information regarding the COVID-19 vaccination and booster go to: https://www.australia.gov.au/covid19vaccines#

BASED ON INFORMATION CURRENT AS OF 28 JANUARY 2022, AND SUBJECT TO CHANGE IN ACCORDANCE WITH ANY UPDATED GOVERNMENT ADVICE OR INFORMATION THAT BECOMES AVAILABLE.

References

Australian Technical Advisory Group on Immunisation (ATAGI). Clinical guidance on use of COVID-19 vaccine in Australia in 2021, v7.4, 29 October 2021

National Centre for Immunisation Research and Surveillance. COVID-19 Vaccines Frequently Asked Questions: https://www.ncirs.org.au/covid-19/covid-19-vaccines-frequently-asked-questions

COVID-19 booster vaccine advice | Australian Government Department of Health

Australian Technical Advisory Group on Immunisation (ATAGI). ATAGI Statement on the Omicron variant and the timing of COVID-19 booster vaccination [Online; last updated 24 Dec 2021; accessed 24 Jan 2022] Available from: https://www.health.gov.au/committees-and-groups/australian-technical-advisory-group-on-immunisation-atagi

Australian Technical Advisory Group on Immunisation (ATAGI). ATAGI update following weekly update COVID-19 meeting – 12 January 2022. [Online; last updated 17 Jan 2022; accessed 24 Jan 2022] Available from: https://www.health.gov.au/committees-and-groups/australian-technical-advisory-group-on-immunisation-atagi

Australian Technical Advisory Group on Immunisation (ATAGI). ATAGI recommendations on Pfizer COVID-19 vaccine use in children aged 5-11-year-olds [Online; last updated 10 Dec 2021; accessed 24 Jan 2022] Available from: https://www.health.gov.au/committees-and-groups/australian-technical-advisory-group-on-immunisation-atagi

Australian Technical Advisory Group on Immunisation (ATAGI). ATAGI advice on the administration of seasonal influenza vaccines in 2021. [Online; last updated 7 Dec 2021; accessed 24 Jan 2022] Available from: https://www.health.gov.au/committees-and-groups/australian-technical-advisory-group-on-immunisation-atagi

Australian Government. Department of Health. Australian Immunisation Handbook. Influenza (flu). [Online; last updated 30 Nov 2021; accessed 24 Jan 2022] Available from: https://immunisationhandbook.health.gov.au/

Australian Government. Department of Health. Clinical considerations on COVID-19 vaccination [Online; last updated 24 Jan 2022; accessed 24 Jan 2022] Available from: www.health.gov.au/

Australian Government. Department of Health. Additional clinical considerations on COVID-19 vaccination [Online; last updated 24 Jan 2022; accessed 24 Jan 2022] Available from: www.health.gov.au/

Australian Government. Department of Health. Pfizer COVID-19 vaccine for children aged 5 to 11: information for parents and guardians [Online; last updated 20 Dec 2021; accessed 24 Jan 2022] www.health.gov.au/

Australian Government. Department of Health. Guidance on myocarditis and pericarditis after mRNA COVID-19 vaccines [Online; last updated 15 Sept 2021; accessed 24 Jan 2022] www.health.gov.au/

European Medicines Agency. Preliminary data indicate COVID-19 vaccines remain effective against severe disease and hospitalisation caused by the Omicron variant [Online; last updated 11 Jan 2022; accessed 24 Jan 2022] Available from: www.ema.europa.eu/

European Centre for Disease Prevention and Control (ECDC). Weekly epidemiological update: Omicron variant of concern (VOC) [Online; last updated 21 Jan 2022; accessed 24 Jan 2022] Available from: www.ecdc.europa.eu/

National Centre of Immunisation Research and Surveillance. COVID-19: frequently asked questions: Will the covid-19 vaccines be effective on new variants of the virus? [Online; last updated 25 Jan 2022; accessed 25 Jan 2022] Available from: www.ncirs.org.au

Royal Australian College of General Practitioners (RACGP). How long should patients wait for a booster after COVID infection? [Online; last updated 19 Jan 2022; accessed 24 Jan 2022] Available from: www1.racgp.org.au/

Report 49 - Growth, population distribution and immune escape of Omicron in England [Online; last updated 16 Dec 2021; accessed 24 Jan 2022] Available from:

www.imperial.ac.uk/mrc-global-infectious-disease-analysis/covid-19/report-49-Omicron/

Therapeutic Good Administration. Media release: Pfizer’s COVID-19 vaccine (Comirnaty) provisionally approved for use as a booster in individuals aged 16–17 years old. [Online; last updated 28 Jan 2022; accessed 28 Jan 2022] Available from: www.tga.gov.au/news-room

Dear Care Home residents, families and whānau,

As you will know, at midnight last night (23 January), New Zealand moved into the RED setting in the COVID-19 Protection Framework (the “Traffic Light System”), following the community spread of Omicron in the Nelson/ Marlborough and Auckland regions. 

While this is not the news any of us wanted to hear, we want to assure you that we’ve been doing all we can to prepare, and our priority remains the health and safety of our residents and team members. 

The Omicron variant has spread worldwide rapidly and is now present in many countries. Evidence suggests that it is likely to be more transmissible than previous variants of the COVID-19 virus.

Bupa has been dealing with Omicron in the UK and Australia for several months now, so we are in a valuable position to draw on their learned experiences. Over the past weeks, the Bupa NZ Leadership Team have also been working to strengthen our supplies of critical items (including Rapid Antigen Tests and PPE), develop workforce contingency plans, and carry out refresher training regarding infection prevention control measures. 

Reminder of what life looks like at Bupa Care Homes in the RED setting: 

Visiting our care homes 

·       There will be set visiting hours:  

o   Monday to Friday: 10am – 6pm 

o   Saturday & Sunday: 12pm – 4pm 

o   Outside these times the care home doors will be locked. If you can only visit outside of these times, please contact the care home to organise your visit. 

·       Residents can have up to 2 vaccinated visitors at a time, and visitors are encouraged to visit residents in their room, where possible, and maintain 1 metre physical distancing. 

·       Please scan in using the Government’s COVID-19 tracer app, as well as register with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that you are well at the time of visiting. 

·       All visitors to our care homes must show proof that they are fully vaccinated at reception before entering.   

·       All visitors will be required to wear a surgical mask and sanitise their hands on arrival. If you do not have a surgical mask, we can provide you with one. 

·       Visitors should stay at home if they have COVID-19 symptoms, are under investigation for COVID-19, or a close contact of someone who is under investigation for COVID-19 or a confirmed case. 

Unvaccinated visitors 

·       Any unvaccinated visitors will need to contact the Care Home Manager, prior to visiting, so that a COVID-safe visit can be arranged. This may be outside or through glass, for example, to facilitate the safety of our residents and employees in the care home. 

·       However, when your visit is in relation to an immobile resident or very frail resident, who cannot easily be moved to a suitable area, unvaccinated visitors will now be able to visit these residents inside the care home. These visitors must show evidence of a negative COVID-19 test 48-72 hours before visiting and will be required to wear PPE while visiting. 

Respite services 

·       Where applicable, planned respite services and urgent respite care are available following a risk assessment using the COVID-19 screening form. Please note, if the person is unvaccinated, they will be required to undergo Rapid Antigen Testing (RAT) for 5 days on arrival at the care home, and limit socialisation with other residents during this time. 

Van trips and personal outings 

·       Resident outings with families will be considered on a case-by-case basis to support our residents’ mental health and wellbeing.  

o   When approved, residents/family are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure they scan in, wear a mask and follow all public health measures. 

o   Please note, unvaccinated residents who leave the care home, other than for an outpatient medical appointment, will be required to undergo Rapid Antigen Testing (RAT) for 5 days on their return and limit socialisation with other residents during this time. 

·       Resident van trips will continue for vaccinated residents, where applicable, to outdoor spaces e.g., parks and beaches, but not to indoor public places around others e.g., cafes. The driver and residents will need to wear masks while in the van (unless medically unable to). 

Hairdressers 

·       Hairdressers and other external services can operate, but they must follow Government guidelines for close contact businesses. They cannot serve unvaccinated residents. 

Remember, if you are eligible to have your COVID-19 vaccine booster, please make a booking to have this as soon as possible. The Government is recommending a 4-month gap after your second dose. This is the best way to protect yourselves and others from COVID-19. 

As we face into this new phase together, we are prepared and here to support you. If you have any questions, please don’t hesitate to get in touch. 

Update sent to Village residents

Dear Village residents,

As you will know, at midnight last night (23 January), New Zealand moved into the RED setting in the COVID-19 Protection Framework (the “Traffic Light System”), following the community spread of Omicron in the Nelson/ Marlborough and Auckland regions. 

While this is not the news any of us wanted to hear, we want to assure you that we’ve been doing all we can to prepare, and our priority remains the health and safety of our residents and team members. 

The Omicron variant has spread worldwide rapidly and is now present in many countries. Evidence suggests that it is likely to be more transmissible than previous variants of the COVID-19 virus, including Delta.

Bupa has been dealing with Omicron in the UK and Australia for several months now, so we are in a valuable position to draw on their learned experiences. Over the past weeks, the Bupa NZ Leadership Team have also been working to strengthen our supplies of critical items (including Rapid Antigen Tests and PPE), develop workforce contingency plans, and carry out refresher training regarding infection prevention control measures. 

Helping you prepare: 

The Government has prepared some advice, including a checklist to prepare your household for COVID-19. Please find a copy of this alongside this letter, with more information available on the covid19.govt.nz website. Some key points to consider are:

·       Check your stocks of masks, gloves, hand sanitiser, disinfectant, rubbish bags, cleaning products, and toilet paper.

·       For sore throats/ cough/ sinus; tissues, ice-blocks, throat spray or lozenges.

·       For fever; Panadol, Nurofen, electrolyte replacement sachets, and cool packs.

·       Self-care; Easy to heat meals and soups, peppermint or ginger tea or other fluids.

·       Ensure you have sufficient supplies of prescribed medications on hand at all times.

Remember, if you are eligible to have your COVID-19 vaccine booster, please make a booking to have this as soon as possible. The Government is recommending a 4-month gap after your second dose. This is the best way to protect yourselves and others from COVID-19. 

If you become a close contact or get COVID-19:

Under the unfortunate circumstance you become a close contact of someone with COVID-19, or are confirmed to have COVID-19, please let your Village Manager know immediately and remain in your villa or apartment at all times. We will be here to support you wherever possible, including with shopping or meal deliveries. 

If you do become unwell, please consult your GP by phone. Remember rest is crucial, and you may lose your appetite, but try to eat nutrient rich food and avoid sugar (inflammatory) caffeine and alcohol. We suggest keeping a journal of the symptoms you are experiencing each day until completely recovered.

Reminder of what life looks like at Bupa Villages in the RED setting: 

Visiting our villages 

·       Visitors must continue to scan in using the Government’s COVID-19 tracer app, as well as register with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that they are well at the time of visiting. 

·       All visitors will be required to wear a surgical mask and sanitise their hands on arrival. If you do not have a surgical mask, we can supply them with one. 

·       Visitors should stay at home if they have COVID-19 symptoms, are under investigation for COVID-19, or a close contact of someone who is under investigation for COVID-19 or a confirmed case. 

Village facilities and events 

·       Village community centres and communal areas (including gyms, pools, cafes, dining rooms, and libraries) will be open to fully vaccinated residents and fully vaccinated visitors only. Entry will be granted by showing your “My Vaccine Pass”. 

·       Residents will be responsible for ensuring their visitors are fully vaccinated, and have a “My Vaccine Pass”, before they enter a community centre and/or communal area. 

·       Residents will also be required to show their “My Vaccine Pass” to attend any functions arranged by Bupa e.g. “happy hour” and morning teas. Please note, this applies to indoor and outdoor events, and activities within a co-located care home, if applicable. 

·       For your safety, please keep your masks on for all indoor functions. We’ll be capping the gathering limit for any function at 100 people. 

·       Any unvaccinated residents living in an apartment that is part of the main building, or unvaccinated visitors, must move through the building without accessing the village’s communal spaces. 

·       If you are unvaccinated, the Government Health Orders require that you do not access the common facilities or attend Bupa run activities or events.   

As we face into this new phase, we are prepared and here to support you. We know as in the past, we will get through this together. If you have any questions, please don’t hesitate to get in touch

Dear Care Home residents, families and whānau,

We are pleased to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced that Northland will move to ORANGE at 11.59pm tonight, Thursday 20 January.

The rest of the country will remain in Orange.

We welcome these changes, with Orange meaning a relaxation of visiting restrictions for fully vaccinated people, which will be wonderful for our residents, but stricter controls will remain for unvaccinated visitors.

Please see below for visiting restrictions at all Bupa Care Homes in ORANGE:

·       There will be set visiting hours:

o   Monday to Friday: 10am – 6pm

o   Saturday & Sunday: 12pm – 4pm

Outside these times the care home doors will be locked. If you can only visit outside of these times, please contact the care home to organise your visit. Please be mindful that after hours our clinical team members may be with a resident or otherwise attending to other matters, so please be patient and we will let you in as quickly as we can.

·       Please scan in using the Government’s COVID-19 tracer app, as well as registering with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that you are well at the time of visiting.

·       All visitors to our care homes must show proof that they are fully vaccinated at reception before entering. 

·       Any unvaccinated visitors will need to contact the Care Home Manager, prior to visiting, so that a COVID-safe visit can be arranged. This may be outside or through glass, for example, to facilitate the safety of our residents and employees in the care home.

·       However, when a visit is in relation to an immobile or very frail resident, that cannot easily be moved to a suitable area, unvaccinated visitors will now be able to visit these residents inside the care home. These visitors must show evidence of a negative COVID-19 test 48-72 hours before visiting and will be required to wear PPE while visiting.

·       All visitors will be required to wear a mask and sanitise their hands on arrival.

·       Visitors should stay at home if they have COVID-19 symptoms, are under investigation of COVID-19, or a close contact of someone who is under investigation of COVID-19 or a confirmed case.

·       Where applicable, planned respite services and urgent respite care is available following a risk assessment using the COVID-19 screening form. Please note, if the person is unvaccinated, they will be required to undergo Rapid Antigen Testing (RAT) for 5 days on arrival at the care home, and limit socialisation with other residents during this time.

·       Resident outings with families can now occur. However, residents/family are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.

o   Please note, unvaccinated residents who leave the care home, other than for an outpatient medical appointment, will be required to undergo Rapid Antigen Testing (RAT) for 5 days on their return and limit socialisation with other residents during this time.

o   For our unvaccinated residents living with dementia - while we understand that families want to take their loved ones out of the care home, we would ask that you consider limiting the number of times this occurs, due to the challenges of testing and limiting social engagement in our dementia communities on their return.

o   Vaccinated residents may go on outings with unvaccinated family members, but we ask that you please remain outdoors, and wear a mask. Outings should not go ahead if the family member has any signs or symptoms of COVID-19.

·       Resident van trips will resume for vaccinated residents, where applicable, to outdoor spaces e.g. parks and beaches, but not to indoor public places around others e.g. cafes. The driver and residents will need to wear masks while in the van (unless medically unable to).

·       Hairdressers and other external services can operate, but they must follow Government guidelines for close contact businesses i.e. they must be vaccinated and wear a mask, and all customers/residents must provide proof of vaccination. Hairdressers cannot serve unvaccinated residents.

Lastly, we want to acknowledge the developments with the Omicron strain of COVID-19 and assure you that we are doing all we can to prepare in case the virus takes hold in New Zealand. We will communicate with you further next week on the Government’s, and Bupa’s, state of preparedness.

We thank you for your understanding. If you have any questions, please don’t hesitate to get in touch.

Update sent to Village residents

Dear Village residents,

We are pleased to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced that Northland will move to ORANGE at 11.59pm tonight, Thursday 20 January.

The rest of the country will remain in Orange.

The restrictions at all Bupa villages in ORANGE, are the same as in Red. The only change for villages is there will no longer be a restriction on gatherings of up to 100 people.

A reminder of restrictions is below:

·       Village community centres and communal areas (including gyms, pools, cafes, dining rooms, and libraries) will be open to fully vaccinated residents and fully vaccinated visitors only.  

o   The Village Manager will arrange for each vaccinated resident’s “My Vaccine Pass” to be scanned in order to grant them access to the community centre and/or communal areas.

o   If you don’t have a “My Vaccine Pass” there are instructions at the bottom of this letter on where to access it, or please reach out to your Village Manager for assistance.

o   Residents will be responsible for ensuring their visitors are fully vaccinated and have a “My Vaccine Pass” before they enter a community centre and/or communal area.

o   Masks are required to be worn during indoor functions, in line with Government requirements. 

o   If you are unvaccinated, the Government Health Orders require that you do not access the common facilities.

o   Any unvaccinated residents living in an apartment that is part of the main building, or unvaccinated visitors, must move through the building without accessing the communal spaces.

·       Residents will also be required to show their “My Vaccine Pass” to attend any functions arranged by Bupa e.g. “happy hour” and morning teas. Please note, this applies to indoor and outdoor events, and activities within a co-located care home, if applicable.

o   If you are unvaccinated, the Government Health Orders require that you do not attend Bupa run activities or events. 

·       All visitors must continue to scan in using the Government’s COVID-19 tracer app, as well as registering with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that you are well at the time of visiting.

·       All visitors will be required to wear a mask and sanitise their hands on arrival.

·       Visitors should stay at home if they have COVID-19 symptoms, are under investigation of COVID-19, or a close contact of someone who is under investigation of COVID-19 or a confirmed case.

·       Resident van trips will resume for vaccinated residents, where applicable, to outdoor spaces e.g. parks and beaches, but not to indoor public places around others e.g. cafes. The driver and residents will need to wear masks while in the van (unless medically unable to).

·       During personal outings, residents are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.

·       Hairdressers and other village services can operate, but they must follow Government guidelines for close contact businesses i.e. they must be vaccinated and wear a mask, and all customers/residents must provide proof of vaccination. Hairdressers cannot serve unvaccinated residents.

If you have not yet requested your “My Vaccine Pass” you can do this online through https://mycovidrecord.health.nz/, visiting a local pharmacy or calling 0800 222 478.

Lastly, we want to acknowledge the developments with the Omicron strain of COVID-19 and assure you that we are doing all we can to prepare in case the virus takes hold in New Zealand. We will communicate with you further next week on the Government’s, and Bupa’s, state of preparedness.

We thank you for your understanding. If you have any questions, please don’t hesitate to get in touch.

Update sent to Care Home residents, families and whānau

Dear Care Home residents, families and whānau,

We’d like to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced that Auckland, and all other regions currently in Red – excluding Northland – will move to ORANGE at 11.59pm on Thursday 30 December.

The whole of the South Island, and the rest of the North Island, will remain in Orange.

The next Government review of the Traffic Light System will occur during the week of 17 January.

Please see below for visiting restrictions at all Bupa Care Homes in ORANGE:

• There will be set visiting hours:
  • Monday to Friday: 10am – 6pm
  • Saturday & Sunday: 12pm – 4pm

Outside these times the care home doors will be locked. If you can only visit outside of these times, please contact the care home to organise your visit. Please be mindful that after hours our clinical team members may be with a resident or otherwise attending to other matters, so please be patient and we will let you in as quickly as we can.

• Please scan in using the Government’s COVID-19 tracer app, as well as registering with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that you are well at the time of visiting.

• All visitors to our care homes must show proof that they are fully vaccinated at reception before entering.

• Any unvaccinated visitors will need to contact the Care Home Manager, prior to visiting, so that a COVID-safe visit can be arranged. This may be outside or through glass, for example, to facilitate the safety of our residents and employees in the care home.

• For unvaccinated visitors, visiting inside the care home on compassionate grounds, may be permitted by arrangement with the care home. These visitors must show evidence of a negative COVID-19 test 48-72 hours before visiting and may be required to wear PPE while visiting.

• All visitors will be required to wear a mask and sanitise their hands on arrival.

• Visitors should stay at home if they have COVID-19 symptoms, are under investigation of COVID-19, or a close contact of someone who is under investigation of COVID-19 or a confirmed case.

• Where applicable, planned respite services and urgent respite care is available following a risk assessment using the COVID-19 screening form. Please note, if the person is unvaccinated, they will be required to undergo Rapid Antigen Testing (RAT) for 5 days on arrival at the care home, and limit socialisation with other residents during this time.

• Resident outings with families can now occur. However, residents/family are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.
  • Please note, unvaccinated residents who leave the care home, other than for an outpatient medical appointment, will be required to undergo Rapid Antigen Testing (RAT) for 5 days on their return and limit socialisation with other residents during this time.
  • For our unvaccinated residents living with dementia - while we understand that families want to take their loved ones out of the care home, we would ask that you consider limiting the number of times this occurs, due to the challenges of testing and limiting social engagement in our dementia communities on their return.
  • Vaccinated residents may go on outings with unvaccinated family members, but we ask that you please remain outdoors, and wear a mask. Outings should not go ahead if the family member has any signs or symptoms of COVID-19.

• Resident van trips will resume for vaccinated residents, where applicable, to outdoor spaces e.g. parks and beaches, but not to indoor public places around others e.g. cafes. The driver and residents will need to wear masks while in the van (unless medically unable to).

• Hairdressers and other external services can operate, but they must follow Government guidelines for close contact businesses i.e. they must be vaccinated and wear a mask, and all customers/residents must provide proof of vaccination. Hairdressers cannot serve unvaccinated residents.

We thank you for your understanding. If you have any questions, please don’t hesitate to get in touch.

Update sent to Village residents

Dear Village residents,

We’d like to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced that Auckland, and all other regions currently in Red – excluding Northland – will move to ORANGE at 11.59pm on Thursday 30 December.

The whole of the South Island, and the rest of the North Island, will remain in Orange.

The next Government review of the Traffic Light System will occur during the week of 17 January.

The restrictions at all Bupa villages in ORANGE, are the same as in Red. The only change for villages is there will no longer be a restriction on gatherings of up to 100 people.

A reminder of restrictions is below:

• Village community centres and communal areas (including gyms, pools, cafes, dining rooms, and libraries) will be open to fully vaccinated residents and fully vaccinated visitors only.  

• • The Village Manager will arrange for each vaccinated resident’s “My Vaccine Pass” to be scanned in order to grant them access to the community centre and/or communal areas.

• • If you don’t have a “My Vaccine Pass” there are instructions at the bottom of this letter on where to access it, or please reach out to your Village Manager for assistance.

• • Residents will be responsible for ensuring their visitors are fully vaccinated and have a “My Vaccine Pass” before they enter a community centre and/or communal area.

• • Masks are required to be worn during indoor functions, in line with Government requirements. 

• • If you are unvaccinated, the Government Health Orders require that you do not access the common facilities.

• • Any unvaccinated residents living in an apartment that is part of the main building, or unvaccinated visitors, must move through the building without accessing the communal spaces.

• Residents will also be required to show their “My Vaccine Pass” to attend any functions arranged by Bupa e.g. “happy hour” and morning teas. Please note, this applies to indoor and outdoor events, and activities within a co-located care home, if applicable.

• • If you are unvaccinated, the Government Health Orders require that you do not attend Bupa run activities or events.

• All visitors must continue to scan in using the Government’s COVID-19 tracer app, as well as registering with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that you are well at the time of visiting.

• All visitors will be required to wear a mask and sanitise their hands on arrival.

• Visitors should stay at home if they have COVID-19 symptoms, are under investigation of COVID-19, or a close contact of someone who is under investigation of COVID-19 or a confirmed case.

• Resident van trips will resume for vaccinated residents, where applicable, to outdoor spaces e.g. parks and beaches, but not to indoor public places around others e.g. cafes. The driver and residents will need to wear masks while in the van (unless medically unable to).

• During personal outings, residents are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.

• Hairdressers and other village services can operate, but they must follow Government guidelines for close contact businesses i.e. they must be vaccinated and wear a mask, and all customers/residents must provide proof of vaccination. Hairdressers cannot serve unvaccinated residents.

If you have not yet requested your “My Vaccine Pass” you can do this online through https://mycovidrecord.health.nz/, visiting a local pharmacy or calling 0800 222 478.

We thank you for your understanding. If you have any questions, please don’t hesitate to get in touch.

South Island and all North Island regions staying at Orange

Update sent to Care Home residents, families and whānau

Dear Care Home residents, families and whānau,

We’d like to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced the whole of the South Island, and the rest of the North Island, will remain in ORANGE.

Auckland, and all other regions currently in Red – excluding Northland – will move to Orange at 11.59pm on Thursday 30 December.

The next Government review of the Traffic Light System will occur during the week of 17 January.

As such, visiting restrictions at our Care Homes in ORANGE will remain the same, with a couple of slight changes for unvaccinated residents, and respite for unvaccinated people:

• Where applicable, planned respite services and urgent respite care is available following a risk assessment using the COVID-19 screening form. Please note, if the person is unvaccinated, they will be required to undergo Rapid Antigen Testing (RAT) for 5 days on arrival at the care home, and limit socialisation with other residents during this time.

• Resident outings with families can now occur. However, residents/family are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.
  • Please note, unvaccinated residents who leave the care home, other than for an outpatient medical appointment, will be required to undergo Rapid Antigen Testing (RAT) for 5 days on their return and limit socialisation with other residents during this time.
  • For our unvaccinated residents living with dementia - while we understand that families want to take their loved ones out of the care home, we would ask that you consider limiting the number of times this occurs, due to the challenges of testing and limiting social engagement in our dementia communities on their return.
  • Vaccinated residents may go on outings with unvaccinated family members, but we ask that you please remain outdoors, and wear a mask. Outings should not go ahead if the family member has any signs or symptoms of COVID-19.

We thank you for your understanding. If you have any questions, please don’t hesitate to get in touch.

Update sent to Village residents

Dear Village residents,

We’d like to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced the whole of the South Island, and the rest of the North Island, will remain in ORANGE.

Auckland, and all other regions currently in Red – excluding Northland – will move to Orange at 11.59pm on Thursday 30 December.

The next Government review of the Traffic Light System will occur during the week of 17 January.

As such, visiting restrictions at our Villages in ORANGE will remain the same.

A reminder of these restrictions is below:

• Village community centres and communal areas (including gyms, pools, cafes, dining rooms, and libraries) will be open to fully vaccinated residents and fully vaccinated visitors only.  

• • The Village Manager will arrange for each vaccinated resident’s “My Vaccine Pass” to be scanned in order to grant them access to the community centre and/or communal areas.

• • If you don’t have a “My Vaccine Pass” there are instructions at the bottom of this letter on where to access it, or please reach out to your Village Manager for assistance.

• • Residents will be responsible for ensuring their visitors are fully vaccinated and have a “My Vaccine Pass” before they enter a community centre and/or communal area.

• • Masks are required to be worn during indoor functions, in line with Government requirements. 

• • If you are unvaccinated, the Government Health Orders require that you do not access the common facilities.

• • Any unvaccinated residents living in an apartment that is part of the main building, or unvaccinated visitors, must move through the building without accessing the communal spaces.

• Residents will also be required to show their “My Vaccine Pass” to attend any functions arranged by Bupa e.g. “happy hour” and morning teas. Please note, this applies to indoor and outdoor events, and activities within a co-located care home, if applicable.

• • If you are unvaccinated, the Government Health Orders require that you do not attend Bupa run activities or events.

• All visitors must continue to scan in using the Government’s COVID-19 tracer app, as well as registering with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that you are well at the time of visiting.

• All visitors will be required to wear a mask and sanitise their hands on arrival.

• Visitors should stay at home if they have COVID-19 symptoms, are under investigation of COVID-19, or a close contact of someone who is under investigation of COVID-19 or a confirmed case.

• Resident van trips will resume for vaccinated residents, where applicable, to outdoor spaces e.g. parks and beaches, but not to indoor public places around others e.g. cafes. The driver and residents will need to wear masks while in the van (unless medically unable to).

• During personal outings, residents are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.

• Hairdressers and other village services can operate, but they must follow Government guidelines for close contact businesses i.e. they must be vaccinated and wear a mask, and all customers/residents must provide proof of vaccination. Hairdressers cannot serve unvaccinated residents.

If you have not yet requested your “My Vaccine Pass” you can do this online through https://mycovidrecord.health.nz/, visiting a local pharmacy or calling 0800 222 478.

We thank you for your understanding. If you have any questions, please don’t hesitate to get in touch.

Northland

Update sent to Care Home residents, families and whānau

Dear Care Home residents, families and whānau,

We’d like to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced that Northland will remain in RED.

Auckland, and all other regions currently in Red – excluding Northland – will move to Orange at 11.59pm on Thursday 30 December.

The next Government review of the Traffic Light System will occur during the week of 17 January.

As such, visiting restrictions at our Northland Care Homes in RED will remain the same, with a couple of slight changes for unvaccinated residents, and respite for unvaccinated people:

• Where applicable, planned respite services and urgent respite care is available following a risk assessment using the COVID-19 screening form. Please note, if the person is unvaccinated, they will be required to undergo Rapid Antigen Testing (RAT) for 5 days on arrival at the care home, and limit socialisation with other residents during this time.

• Resident outings with families can now occur. However, residents/family are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.
  • Please note, unvaccinated residents who leave the care home, other than for an outpatient medical appointment, will be required to undergo Rapid Antigen Testing (RAT) for 5 days on their return and limit socialisation with other residents during this time.
  • For our unvaccinated residents living with dementia - while we understand that families want to take their loved ones out of the care home, we would ask that you consider limiting the number of times this occurs, due to the challenges of testing and limiting social engagement in our dementia communities on their return.
  • Vaccinated residents may go on outings with unvaccinated family members, but we ask that you please remain outdoors, and wear a mask. Outings should not go ahead if the family member has any signs or symptoms of COVID-19.

We thank you for your understanding. If you have any questions, please don’t hesitate to get in touch.

Update sent to Village residents 

Dear Village residents,

We’d like to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced that Northland will remain in RED.

Auckland, and all other regions currently in Red – excluding Northland – will move to Orange at 11.59pm on Thursday 30 December.

The next Government review of the Traffic Light System will occur during the week of 17 January.

As such, visiting restrictions at our Northland Villages in RED will remain the same.

A reminder of these restrictions is below:

• Village community centres and communal areas (including gyms, pools, cafes, dining rooms, and libraries) will be open to fully vaccinated residents and fully vaccinated visitors only.

• • The Village Manager will arrange for each vaccinated resident’s “My Vaccine Pass” to be scanned in order to grant them access to the community centre and/or communal areas.

• • If you don’t have a “My Vaccine Pass” there are instructions at the bottom of this letter on where to access it, or please reach out to your Village Manager for assistance.

• • Residents will be responsible for ensuring their visitors are fully vaccinated, and have a “My Vaccine Pass”, before they enter a community centre and/or communal area.

• • Masks are required to be worn during indoor functions, in line with Government requirements. 

• • If you are unvaccinated, the Government Health Orders require that you do not access the common facilities.

• • Any unvaccinated residents living in an apartment that is part of the main building, or unvaccinated visitors, must move through the building without accessing the communal spaces.
  • In RED, any gatherings have a restriction of up to 100 people, based on 1m distancing.

• Residents will also be required to show their “My Vaccine Pass” to attend any functions arranged by Bupa e.g. “happy hour” and morning teas. Please note, this applies to indoor and outdoor events, and activities within a co-located care home, if applicable.
  • If you are unvaccinated, the Government Health Orders require that you do not attend Bupa run activities or events.

• Visitors must continue to scan in using the Government’s COVID-19 tracer app, as well as registering with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that you are well at the time of visiting.

• All visitors will be required to wear a mask and sanitise their hands on arrival.

• Visitors should stay at home if they have COVID-19 symptoms, are under investigation of COVID-19, or a close contact of someone who is under investigation of COVID-19 or a confirmed case.

• Resident van trips will resume for vaccinated residents, where applicable, to outdoor spaces e.g. parks and beaches, but not to indoor public places around others e.g. cafes. The driver and residents will need to wear masks while in the van (unless medically unable to).

• During personal outings, residents are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.

• Hairdressers and other village services can operate, but they must follow Government guidelines for close contact businesses i.e. they must be vaccinated and wear a mask, and all customers/residents must provide proof of vaccination. Hairdressers cannot serve unvaccinated residents.

If you have not yet requested your “My Vaccine Pass” you can do this online through https://mycovidrecord.health.nz/, visiting a local pharmacy or calling 0800 222 478.

We thank you for your understanding. If you have any questions, please don’t hesitate to get in touch.

Dear Care Home residents, families and whānau,

Visiting Bupa care homes under the COVID-19 Protection Framework (“Traffic Light System”)

We are pleased to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced that all of New Zealand will be moving to the Traffic Light System at 11.59pm this Thursday, 2 December.

The districts moving to RED in the traffic light system include: Northland, Auckland, Taupō and Rotorua Lakes Districts, Kawerau, Whakatane, Ōpōtiki Districts, Gisborne District, Wairoa District, Rangitikei, Whanganui and Ruapehu Districts.

The whole of the South Island, and the rest of the North Island, will be moving into ORANGE.

The Government will review these traffic light regions on Monday 13 December.

We welcome these changes with open arms, as the new system means a relaxation of visiting restrictions for fully vaccinated people, which will be wonderful for our residents, but stricter controls will remain for unvaccinated visitors.

Please see below for our new visiting restrictions at all Bupa Care Homes in RED:

• There will be set visiting hours:
  • Monday to Friday: 10am – 6pm
  • Saturday & Sunday: 12pm – 4pm

Outside these times the care home doors will be locked. If you can only visit outside of these times, please contact the care home to organise your visit. Please be mindful that after hours our clinical team members may be with a resident or otherwise attending to other matters, so please be patient and we will let you in as quickly as we can.

• Residents can have up to 2 vaccinated visitors at a time, and visitors are encouraged to visit residents in their room, where possible, and maintain 1 metre physical distancing.

• Please scan in using the Government’s COVID-19 tracer app, as well as registering with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that you are well at the time of visiting.

• All visitors to our care homes must show proof that they are fully vaccinated at reception before entering.

• Any unvaccinated visitors will need to contact the Care Home Manager, prior to visiting, so that a COVID-safe visit can be arranged. This may be outside or through glass, for example, to facilitate the safety of our residents and employees in the care home.

• For unvaccinated visitors, visiting inside the care home on compassionate grounds, may be permitted by arrangement with the care home. These visitors must show evidence of a negative COVID-19 test 48-72 hours before visiting and may be required to wear PPE while visiting.

• All visitors will be required to wear a mask and sanitise their hands on arrival.

• Visitors should stay at home if they have COVID-19 symptoms, are under investigation of COVID-19, or a close contact of someone who is under investigation of COVID-19 or a confirmed case.

• Where applicable, respite care may occur following risk assessment using the COVID-19 screening form. Please note, if the person is unvaccinated, they will be required to isolate for 5 days on arrival at the care home.

• Resident outings with families will be considered on a case-by-case basis to support the resident’s mental health and wellbeing.Visiting Bupa villages under the Red COVID-19 Protection Framework
  • When approved, residents/family are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.
  • Please note, unvaccinated residents who leave the care home, other than for an outpatient medical appointment, will be required to isolate on return for 5 days.

• Resident van trips will resume for vaccinated residents, where applicable, to outdoor spaces e.g. parks and beaches, but not to indoor public places around others e.g. cafes. The driver and residents will need to wear masks while in the van (unless medically unable to).

• Hairdressers and other external services can operate, but they must follow Government guidelines for close contact businesses i.e. they must be vaccinated and wear a mask, and all customers/residents must provide proof of vaccination. Hairdressers cannot serve unvaccinated residents.

Lastly, we want to acknowledge how challenging the past few months have been for everyone, especially for our residents and team members in Auckland and other places going in and out of Level 3 lockdown. Our teams have worked incredibly hard to follow the Government guidelines and keep our residents safe. We truly appreciate the support we have received from our residents and their families and w

hānau and thank you for sticking with us through this!

Visiting Bupa villages under the Red COVID-19 Protection Framework

Dear Village residents,

Visiting Bupa villages under the COVID-19 Protection Framework (“Traffic Light System”)

We are pleased to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced that all of New Zealand will be moving to the Traffic Light System at 11.59pm this Thursday, 2 December.

The districts moving to RED in the traffic light system include: Northland, Auckland, Taupō and Rotorua Lakes Districts, Kawerau, Whakatane, Ōpōtiki Districts, Gisborne District, Wairoa District, Rangitikei, Whanganui and Ruapehu Districts.

The whole of the South Island, and the rest of the North Island, will be moving into ORANGE.

The Government will review these traffic light regions on Monday 13 December.

Please see below for restrictions at all Bupa villages in RED:

• Village community centres and communal areas (including gyms, pools, cafes, dining rooms, and libraries) will be open to fully vaccinated residents and fully vaccinated visitors only.

• • The Village Manager will arrange for each vaccinated resident’s “My Vaccine Pass” to be scanned in order to grant them access to the community centre and/or communal areas.

• • If you don’t have a “My Vaccine Pass” there are instructions at the bottom of this letter on where to access it, or please reach out to your Village Manager for assistance.

• • Residents will be responsible for ensuring their visitors are fully vaccinated, and have a “My Vaccine Pass”, before they enter a community centre and/or communal area.

• • Masks are required to be worn during indoor functions, in line with Government requirements. 

• • If you are unvaccinated, the Government Health Orders require that you do not access the common facilities.

• • Any unvaccinated residents living in an apartment that is part of the main building, or unvaccinated visitors, must move through the building without accessing the communal spaces.
  • In RED, any gatherings have a restriction of up to 100 people, based on 1m distancing.

• Residents will also be required to show their “My Vaccine Pass” to attend any functions arranged by Bupa e.g. “happy hour” and morning teas. Please note, this applies to indoor and outdoor events, and activities within a co-located care home, if applicable.
  • If you are unvaccinated, the Government Health Orders require that you do not attend Bupa run activities or events.

• Visitors must continue to scan in using the Government’s COVID-19 tracer app, as well as registering with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that you are well at the time of visiting.

• All visitors will be required to wear a mask and sanitise their hands on arrival.

• Visitors should stay at home if they have COVID-19 symptoms, are under investigation of COVID-19, or a close contact of someone who is under investigation of COVID-19 or a confirmed case.

• Resident van trips will resume for vaccinated residents, where applicable, to outdoor spaces e.g. parks and beaches, but not to indoor public places around others e.g. cafes. The driver and residents will need to wear masks while in the van (unless medically unable to).

• During personal outings, residents are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.

• Hairdressers and other village services can operate, but they must follow Government guidelines for close contact businesses i.e. they must be vaccinated and wear a mask, and all customers/residents must provide proof of vaccination. Hairdressers cannot serve unvaccinated residents.

If you have not yet requested your “My Vaccine Pass” you can do this online through https://mycovidrecord.health.nz/, visiting a local pharmacy or calling 0800 222 478.

Lastly, we want to acknowledge how challenging the past few months have been for everyone, especially for our residents and team members in Auckland and other places going in and out of Level 3 lockdown. Our teams have worked incredibly hard to follow the Government guidelines and keep our residents safe. We truly appreciate the support we have received from our residents and their families and whānau and thank you for sticking with us through this!

If you have any questions, please don’t hesitate to get in touch.

Visiting Bupa care homes under the Orange COVID-19 Protection Framework

Dear Care Home residents, families and whānau,

Visiting Bupa care homes under the COVID-19 Protection Framework (“Traffic Light System”)

We are pleased to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced that all of New Zealand will be moving to the Traffic Light System at 11.59pm this Thursday, 2 December.

The districts moving to RED in the traffic light system include: Northland, Auckland, Taupō and Rotorua Lakes Districts, Kawerau, Whakatane, Ōpōtiki Districts, Gisborne District, Wairoa District, Rangitikei, Whanganui and Ruapehu Districts.

The whole of the South Island, and the rest of the North Island, will be moving into ORANGE.

The Government will review these traffic light regions on Monday 13 December.

We welcome these changes with open arms, as the new system means a relaxation of visiting restrictions for fully vaccinated people, which will be wonderful for our residents, but stricter controls will remain for unvaccinated visitors.

Please see below for visiting restrictions at all Bupa Care Homes in ORANGE:

• There will be set visiting hours:
  • Monday to Friday: 10am – 6pm
  • Saturday & Sunday: 12pm – 4pm

Outside these times the care home doors will be locked. If you can only visit outside of these times, please contact the care home to organise your visit. Please be mindful that after hours our clinical team members may be with a resident or otherwise attending to other matters, so please be patient and we will let you in as quickly as we can.

• Please scan in using the Government’s COVID-19 tracer app, as well as registering with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that you are well at the time of visiting.

• All visitors to our care homes must show proof that they are fully vaccinated at reception before entering.

• Any unvaccinated visitors will need to contact the Care Home Manager, prior to visiting, so that a COVID-safe visit can be arranged. This may be outside or through glass, for example, to facilitate the safety of our residents and employees in the care home.

• For unvaccinated visitors, visiting inside the care home on compassionate grounds, may be permitted by arrangement with the care home. These visitors must show evidence of a negative COVID-19 test 48-72 hours before visiting and may be required to wear PPE while visiting.

• All visitors will be required to wear a mask and sanitise their hands on arrival.

• Visitors should stay at home if they have COVID-19 symptoms, are under investigation of COVID-19, or a close contact of someone who is under investigation of COVID-19 or a confirmed case.

• Where applicable, planned respite services and urgent respite care is available following a risk assessment using the COVID-19 screening form. Please note, if the person is unvaccinated, they will be required to isolate for 5 days on arrival at the care home.

• Resident outings with families can now occur. However, residents/family are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.
  • Please note, unvaccinated residents who leave the care home, other than for an outpatient medical appointment, will be required to isolate on return for 5 days.

• Resident van trips will resume for vaccinated residents, where applicable, to outdoor spaces e.g. parks and beaches, but not to indoor public places around others e.g. cafes. The driver and residents will need to wear masks while in the van (unless medically unable to).

• Hairdressers and other external services can operate, but they must follow Government guidelines for close contact businesses i.e. they must be vaccinated and wear a mask, and all customers/residents must provide proof of vaccination. Hairdressers cannot serve unvaccinated residents.

Lastly, we want to acknowledge how challenging the past few months have been for everyone, especially for our residents and team members in Auckland and other places going in and out of Level 3 lockdown. Our teams have worked incredibly hard to follow the Government guidelines and keep our residents safe. We truly appreciate the support we have received from our residents and their families and whānau and thank you for sticking with us through this!

If you have any questions, please don’t hesitate to get in touch.

Visiting Bupa villages under the Orange COVID-19 Protection Framework

Dear Village residents,

Visiting Bupa villages under the COVID-19 Protection Framework (“Traffic Light System”)

We are pleased to provide an update on changes to our visiting requirements under the COVID-19 Protection Framework (the “Traffic Light System”).

As you will know, the Government has announced that all of New Zealand will be moving to the Traffic Light System at 11.59pm this Thursday, 2 December.

The districts moving to RED in the traffic light system include: Northland, Auckland, Taupō and Rotorua Lakes Districts, Kawerau, Whakatane, Ōpōtiki Districts, Gisborne District, Wairoa District, Rangitikei, Whanganui and Ruapehu Districts.

The whole of the South Island, and the rest of the North Island, will be moving into ORANGE.

The Government will review these traffic light regions on Monday 13 December.

Please see below for restrictions at all Bupa villages in ORANGE:

• Village community centres and communal areas (including gyms, pools, cafes, dining rooms, and libraries) will be open to fully vaccinated residents and fully vaccinated visitors only.  

• • The Village Manager will arrange for each vaccinated resident’s “My Vaccine Pass” to be scanned in order to grant them access to the community centre and/or communal areas.

• • If you don’t have a “My Vaccine Pass” there are instructions at the bottom of this letter on where to access it, or please reach out to your Village Manager for assistance.

• • Residents will be responsible for ensuring their visitors are fully vaccinated, and have a “My Vaccine Pass”, before they enter a community centre and/or communal area.

• • Masks are required to be worn during indoor functions, in line with Government requirements. 

• • If you are unvaccinated, the Government Health Orders require that you do not access the common facilities.

• • Any unvaccinated residents living in an apartment that is part of the main building, or unvaccinated visitors, must move through the building without accessing the communal spaces.

• Residents will also be required to show their “My Vaccine Pass” to attend any functions arranged by Bupa e.g. “happy hour” and morning teas. Please note, this applies to indoor and outdoor events, and activities within a co-located care home, if applicable.

• • If you are unvaccinated, the Government Health Orders require that you do not attend Bupa run activities or events.

• All visitors must continue to scan in using the Government’s COVID-19 tracer app, as well as registering with Bupa via our EVA app or on the paper-based contact tracing spreadsheet to declare that you are well at the time of visiting.

• All visitors will be required to wear a mask and sanitise their hands on arrival.

• Visitors should stay at home if they have COVID-19 symptoms, are under investigation of COVID-19, or a close contact of someone who is under investigation of COVID-19 or a confirmed case.

• Resident van trips will resume for vaccinated residents, where applicable, to outdoor spaces e.g. parks and beaches, but not to indoor public places around others e.g. cafes. The driver and residents will need to wear masks while in the van (unless medically unable to).

• During personal outings, residents are encouraged to only visit places with vaccination certification requirements or outdoor areas, and should ensure contact tracing, mask wearing and adherence to all public health measures.

• Hairdressers and other village services can operate, but they must follow Government guidelines for close contact businesses i.e. they must be vaccinated and wear a mask, and all customers/residents must provide proof of vaccination. Hairdressers cannot serve unvaccinated residents.

If you have not yet requested your “My Vaccine Pass” you can do this online through https://mycovidrecord.health.nz/, visiting a local pharmacy or calling 0800 222 478.

Lastly, we want to acknowledge how challenging the past few months have been for everyone, especially for our residents and team members in Auckland and other places going in and out of Level 3 lockdown. Our teams have worked incredibly hard to follow the Government guidelines and keep our residents safe. We truly appreciate the support we have received from our residents and their families and whānau and thank you for sticking with us through this!

If you have any questions, please don’t hesitate to get in touch.

Following the announcement of eight community cases of COVID-19 in the Lake District, Bupa has been advised by the Lakes District Health Board to close its care homes in the area to all external visitors.

Therefore from 11.59pm tonight, Tuesday 16^th November, The Gardens Care Home,  Redwood Care Home and Liston Heights Care Home will be closed to visitors.

The only exceptions are visits to residents in end-of-life or palliative care or visits for compassionate reasons. Please let me know if you’d like to arrange a visit in these circumstances.

The Government continues to gather information on these new cases to identify close contacts and any locations of interest. Please regularly check these and if you have attended one of the listed locations during the relevant timeframes, follow Ministry of Health advice.

We understand this has been sudden and has an impact on our residents, their whānau and our people, however we ask for your understanding and patience as we manage this situation together.

In the meantime, we will have digital devices available for our residents so that they can stay connected with their families.

Thank you again for your understanding and for helping us maintain the safest possible environment. If you have any questions, please don’t hesitate to get in touch.

Stay safe. Kia kaha

Dear Care Home residents, families and whānau,

The Government has announced that from 11.59pm tonight, Tuesday 16 November, Waikato will be moving back to COVID-19 Alert Level 2.

We are really pleased to be re-opening our doors to visitors and reuniting loved ones.  Thank you for working with us through these latest restrictions. We appreciate it has been a difficult time for you and your loved ones.

I wanted to let you know about some of the visiting requirements that are still in place at Alert Level 2. It goes without saying but, to keep our residents and our people safe, please do not visit if you feel unwell or if you have been at a location of interest or have been in contact with anyone with COVID-19. The same applies if you are living with someone who is isolating or being tested for COVID-19. Thank you for your understanding.

When you do visit, please wear a mask and santise your hands when you arrive at the care home. We ask that you please enter through the main reception and scan in using the Government’s COVID-19 tracer app, as well as registering with Bupa via our EVA app or on the paper-based contact tracing spreadsheet.

We do recommend that the visit takes place in the resident’s room and please maintain physical distancing.

We are closely following the Ministry of Health updates and will revise our guidelines as new information comes to hand.

Thank you again for your understanding and for helping us maintain the safest possible environment. If you have any questions, please don’t hesitate to get in touch.

Information sent to village residents

Dear residents,

The Government has announced that from 11.59pm tonight, Tuesday 16 November, Waikato will be moving back to COVID-19 Alert Level 2.

I hope you all enjoy the increased freedom that Alert Level 2 brings and that you will enjoy inviting visitors to the village once more.

Below is a reminder of the visiting requirements in place at Alert Level 2:

• All visitors must:
  • scan into the Government NZ COVID-19 tracer app,
  • register as a visitor through the EVA app or on the paper-based Contact Tracing Spreadsheet.
• Entry must be through the main reception and visitors are required to sanitise their hands-on arrival.

• The Community Centre and communal areas will re-open, but as an extra precaution please observe personal hygiene and physical distancing of 1 metre where possible.

• Visitors and residents can use communal spaces but must wear masks while doing so.

• Van outings can resume but we recommend you do not visit high density venues, and that everyone wears a mask outside of the van, wherever possible.

• If applicable, respite, day care and wellness clinics are now available.

• At Alert Level 2 all visitors to our Care Homes are required to wear masks. If you wish to visit someone within the Care Home, please either bring your own mask or we will provide one if needed.

We are closely following the Ministry of Health updates and will revise our guidance as new information comes to hand.

Thank you again for your understanding and for helping us maintain the safest possible environment. If you have any questions, please don’t hesitate to get in touch.

29 October 2021 - information sent to care home residents and whānau

Dear Care Home residents, families and whānau,

Following the announcement of four community cases of COVID-19 in Christchurch, in an abundance of caution, to make sure we keep our residents safe, we have decided to close our Christchurch Care Homes (including Rangiora) to all external visitors, effective from 11.59pm tonight, Friday 29 October.

The only exceptions are visits to residents in end-of-life or palliative care or visits for compassionate reasons. Please let me know if you’d like to arrange a visit in these circumstances.

The Government continues to gather information on these new cases to identify close contacts and any locations of interest. There have already been 13 Christchurch locations added to the Ministry of Health list. Please regularly check these and if you have attended one of the listed locations during the relevant timeframes, follow Ministry of Health advice.

This decision will be reviewed on Monday 1 November once we have received more information from the Government and have a clearer picture of the outbreak in Christchurch.

We understand this has been sudden and has an impact on our residents, their whānau and our people, however we ask for your understanding and patience as we manage this situation together.

In the meantime, we will have digital devices available for our residents so that they can stay connected with their families.

Please don’t hesitate to reach out to me if you have any questions.

Stay safe. Kia kaha

27 October 2021 - information sent to care home residents and whānau

Dear Care Home residents, families and whānau,

The Government has announced that Waikato will be staying at COVID-19 Alert Level 3, but from 11.59pm tonight, Wednesday 27 October, there will be a few changes to Level 3 restrictions.

While the Government announced a slight lessening of Alert Level 3 restrictions for Waikato, we need to continue to keep our residents and people safe, and to contain the virus as much as possible. This means there will be no changes to the restrictions in place at our Care Homes.

As more information is provided over the coming days and weeks, we will be constantly reviewing the restrictions and what they mean for our residents and families here at Bupa. We are very mindful of wanting our Waikato Care Home residents reunited with their loved ones as soon as it is safe to do so.

In the meantime, we wanted to remind you about what the continued Alert Level 3 restrictions mean for you and your loved ones:

• Visits to the care home, on compassionate grounds, remain available. Please let me know if you’d like to arrange a visit in these circumstances.
• Now, more than ever, it is important to keep in touch with loved ones using digital devices. The use of a laptop and/or smart phone is available so that families can stay connected. We welcome families providing their loved one with a device if you wish to do so.

We are very aware that these continued restrictions mean that you’ve spent a large amount of time away from your loved ones, and we cannot thank you enough for your understanding and support.

We continue to do our best to care for our residents during these times and to provide them with fun and meaningful activities, as well as ways to keep in touch with family and whānau.

Please don’t hesitate to reach out to me if you have any questions.

Stay safe. Kia kaha

27 October 2021 - information sent to village residents

Dear residents,

The Government has announced that Waikato will be staying at COVID-19 Alert Level 3, but from 11.59pm tonight, Wednesday 27 October, there will be a few changes to Level 3 restrictions.

The changes for Waikato are:

• Outdoor social gatherings between 2 households can go ahead, with a maximum of 10 people.
• You can travel throughout the region you are in for day trips to do an expanded range of outdoor recreation activities.
• Outdoor exercise classes, for example, yoga, should be limited to 10 people (from up to 10 households), including the instructor. Everyone must stay 2 metres apart.
• Early learning centres can reopen to all children, with a maximum of 10 children in each bubble.

While a lessening of restrictions is a welcome change, we need to continue to keep people safe and to contain the virus as much as possible. This means we are keeping our Care Homes closed to visitors.

We wanted to remind you what Level 3 means for you and your loved ones at Bupa:

• If you have a care home on site, the doors between the care home and village will remain closed.
• Any community centres or communal areas will remain closed. However, the Government’s announcement means that you and your household may now meet one other household, outdoors, at one time, up to a maximum of 10 people. This is a welcome opportunity for you to meet with friends and family, but please remember to stick to the rules, wear a mask and keep your distance from other households gathering outdoors. We encourage you to record who you are meeting with and when.
• There continue to be no resident activities or van outings.
• Visitors who are in your exclusive extended bubble under Alert Level 3, and who you invite into your home, need to sign in with the Government NZ COVID-19 Tracer app, or sign in manually, and observe hygiene protocols.
• If applicable, Respite, Day Care and Wellness Clinics are still not available.
• If your village offers a meal service, this will continue to be available through contactless delivery. Milk deliveries will continue.

We hope you enjoy being able to connect with wider family and/or friends, outdoors.

As more information is provided over the coming days and weeks, we will be constantly reviewing the restrictions and what they mean for our residents and families here at Bupa. We will let you know of any changes as soon as possible.

Please don’t hesitate to reach out to me if you have any questions. I appreciate your continued understanding and support as we navigate these Alert Level restrictions together.

Stay safe. Kia kaha,

Health Insurance stores in New South Wales

From Monday 18 October, our Health Insurance stores will reopen to customers who are fully vaccinated. Under the NSW Government’s rules, customers must be fully vaccinated against COVID-19 and have evidence of this in order to enter retail stores – this rule applies to all Bupa Health Insurance retail stores in New South Wales.

Aged Care visits in New South Wales

From Monday 11 October, family members can once again visit their loved ones in our NSW aged care homes. Under the NSW Government’s rules, aged care residents can have two visitors per day provided visitors are fully vaccinated against COVID-19 (and received the second dose at least 14 days prior to their visit) and are aged 12 years and over. We note that there is an exception for up to two unvaccinated people to visit a resident for an end of life visit. They must always wear a surgical mask and the visit must be solely inside the resident's room.

We look forward to being part of some wonderful reunions with our residents and their loved ones soon.

We know how important it is to stay connected with loved ones, if you are not yet vaccinated, or if you have a medical exemption, please call the care home to discuss the available options.

Dental and Optical services in New South Wales

Bupa’s Dental clinics and Optical stores in NSW are open to customers. COVID-safe measures remain in place and there are no vaccination requirements to accessing these essential healthcare services, however Bupa encourages all customers to be vaccinated.

Bupa Medical Visa Services in New South Wales

We are working through the recommencement of Immigration Medical Examinations at our Parramatta, Baulkham Hills, Corrimal and Newcastle Centres. This is subject to change based on State/Territory Public Health Orders.

Our Sydney clinic will remain temporarily closed. We are working to recommence services as soon as possible.

Please refer to our Medical Visa Services announcements page (under Reopening of our NSW Centres) for further details.

12 October 2021 - information sent to care home residents and whānau

Dear residents, families and whānau,

The Government has announced that Auckland will be staying at COVID-19 Alert Level 3 for another week. This Alert Level will be reviewed next Monday 18 October.

This means there continues to be no changes to the restrictions in place at our Care Homes.

We will continue to keep up to date with Ministry of Health advice and review the situation as more information is provided.

We wanted to take this opportunity to remind you of what Alert Level 3 restrictions mean for you and your loved ones:

• Visits to the care home, on compassionate grounds, remain available. Please let me know if you’d like to arrange a visit in these circumstances.
• Now, more than ever, it is important to keep in touch with loved ones using digital devices. The use of a laptop and/or smart phone is available so that families can stay connected. We welcome families providing their loved one with a device if you wish to do so.

We are very aware that these continued restrictions mean that you’ve spent a large amount of time away from your loved ones, and we cannot thank you enough for your understanding and support.

We continue to do our best to care for our residents during these times and to provide them with fun and meaningful activities, as well as ways to keep in touch with family and whānau.

Please don’t hesitate to reach out to me if you have any questions.

Stay safe. Kia kaha,

12 October 2021 - information sent to village residents

Dear residents,

The Government has announced that Auckland will be staying at COVID-19 Alert Level 3 for another week. This Alert Level will be reviewed next Monday 18 October.

This means there continues to be no changes to the guidelines in place at our Retirement Villages.

We wanted to take this opportunity to remind you what Level 3 means for you and your loved ones at Bupa:

• If you have a care home on site, the doors between the care home and village will remain closed.
• Any community centres or communal areas will remain closed.
• There continues to be no resident activities or van outings.
• Visitors who are in your exclusive extended bubble under Alert Level 3, and who you invite into your home, need to sign in with the Government NZ COVID-19 Tracer app, or sign in manually, and observe hygiene protocols.
• If applicable, Respite, Day Care and Wellness Clinics are still not available.
• If your village offers a meal service, this will continue to be available through contactless delivery. Milk deliveries will continue.

We will continue to keep up to date with Ministry of Health advice and review the situation as more information is provided.

Please don’t hesitate to reach out to me if you have any questions.

Stay safe. Kia kaha,

Northland and Waikato Alert Level 3 Extension

12 October 2021 - information sent to care home residents and whānau 

Dear residents, families and whānau,

The Government has announced that Waikato and Northland will stay at Alert Level 3 for the next three days, with the intention to move down Alert Levels at 11.59pm on Thursday 14 October, but this will be confirmed on Wednesday.

For all our Care Homes and Villages in Waikato and Northland, for now, there is no change to what we are doing – our Care Homes remain closed to all external visitors.

We will continue to keep up to date with Ministry of Health advice and review the situation as more information is provided.

Below is a reminder of what Alert Level 3 restrictions mean for you and your loved ones:

• Visits, on compassionate grounds, remain available. Please let me know if you’d like to arrange a visit in these circumstances.
• Now, more than ever, it is important to keep in touch with loved ones using digital devices. The use of a laptop and/or smart phone is available so that families can stay connected. We welcome families providing their loved one with a device if you wish to do so.

We continue to do our best to care for our residents during these times and to provide them with fun and meaningful activities, as well as ways to keep in touch with family and whānau.

Please don’t hesitate to reach out to me if you have any questions.

Stay safe. Kia kaha

12 October 2021 - information sent to village residents 

Dear residents,

The Government has announced that Waikato and Northland will stay at Alert Level 3 for the next three days, with the intention to move down Alert Levels at 11.59pm on Thursday 14 October, but this will be confirmed on Wednesday.

This means there is no changes to the restrictions in place at our Retirement Villages.

Below is a reminder on what Level 3 means for you and your loved ones at Bupa:

• If you have a care home on site, the doors between the care home and village will remain closed.
• Any community centres or communal areas will remain closed.
• There continue to be no resident activities or van outings.
• Visitors who are in your exclusive extended bubble under Alert Level 3, and who you invite into your home, need to sign in with the Government NZ COVID-19 Tracer app, or sign in manually, and observe hygiene protocols.
• If applicable, Respite, Day Care and Wellness Clinics are still not available.
• If your village offers a meal service, this will continue to be available through contactless delivery. Milk deliveries will continue.

We will continue to keep up to date with Ministry of Health advice and review the situation as more information is provided.

Please don’t hesitate to reach out to me if you have any questions.

Stay safe. Kia kaha,

Dear Care Home residents, families and whānau,

The Government has announced that Northland will be moving to COVID-19 Alert Level 3 from 11.59pm this evening (Friday 8 October), for an initial period of 4 days.  

This change in alert levels comes after a community case of COVID-19 has been found to have travelled extensively in the region, including Kamo, Paihia, Kawakawa and Whangarei.

We wanted to touch base with you to remind you that at Alert Level 3 all our Bupa Care Homes in the area will be closed to all external visitors, unless they provide essential services.

A reminder about what this means for you and your loved ones:

• We will have exceptions for visits on compassionate grounds, so please do reach out to me to arrange your visit if this applies to you and your loved one.
• We will offer the use of a laptop and/or smart phone so that families can stay connected at this time.
• We will continue to closely follow the Ministry of Health updates and revise our instructions as new information comes to hand.

Thank you, again, for your continued support through these challenging times.

Please reach out to me if you need support or have any questions.

Stay safe. Kia kaha

8 October 2021 - information sent to village residents at Merrivalle Village for Alert Level 3 change from 11.59pm this evening

Dear residents,

The Government has announced that Northland will be moving to COVID-19 Alert Level 3 from 11.59pm this evening (Friday 8 October), for an initial period of 4 days.  

This change in alert levels comes after a community case of COVID-19 has been found to have travelled extensively in the region, including Kamo, Paihia, Kawakawa and Whangarei.

As a reminder, at Alert Level 3, the rules that apply to the general public also apply to village residents. However, we ask that you apply extra caution wherever you can. Please follow the below guidance:

• The doors between the Care Home and Village will be closed. There is to be no movement between Villages and Care Homes.  
• The community centre and communal areas will be closed to everyone, including residents.
• There will be no resident activities and van outings are suspended.

• Please be vigilant in following the Ministry of Health guidelines which includes staying home when possible and taking extra precautions when leaving home or touching surfaces. You may leave the Village to exercise, go shopping, and keep medical appointments, but if you are not well, please remain in the Village (unless leaving for medical reasons). If you do choose to leave the village, please take proper precautions and please wear a mask.
• Please remember to keep your bubble exclusive and only include people where it will keep you and them safe and well. In relation to visitors:

• • Permitted visitors are required to stay in your home, observe hygiene protocols and sign in with the Government NZ COVID-19 Tracer app, or manually.

• The Wellness Clinic are not available.

• The meal service to Village residents will be available through contactless delivery. If you require assistance with shopping please let the Village Manager know.

Thank you all for working with us through this time of Alert Level changes. Please don’t hesitate to reach out to me if you have any questions about the changes.

Stay safe. Kia kaha,

8 October 2021 - information sent to village residents at Totara Village for Alert Level 3 change from 11.59pm this evening

Dear residents,

The Government has announced that Northland will be moving to COVID-19 Alert Level 3 from 11.59pm this evening (Friday 8 October), for an initial period of 4 days.  

This change in alert levels comes after a community case of COVID-19 has been found to have travelled extensively in the region, including Kamo, Paihia, Kawakawa and Whangarei.

As a reminder, at Alert Level 3, the rules that apply to the general public also apply to village residents. However, we ask that you apply extra caution wherever you can. Please follow the below guidance:

• The community centre and communal areas will be closed to everyone, including residents.
• Please be vigilant in following the Ministry of Health guidelines which includes staying home when possible and taking extra precautions when leaving home or touching surfaces. You may leave the Village to exercise, go shopping, and keep medical appointments, but if you are not well, please remain in the Village (unless leaving for medical reasons). If you do choose to leave the village, please take proper precautions and please wear a mask.
• Please remember to keep your bubble exclusive and only include people where it will keep you and them safe and well. In relation to visitors:

• • Permitted visitors are required to stay in your home, observe hygiene protocols and sign in with the Government NZ COVID-19 Tracer app, or manually.

• If you require assistance with shopping please let me know.

• Our partner, Securely, will answer any call bells and arrange ambulance services, if required. Thank you all for working with us through this time of Alert Level changes. Please don’t hesitate to reach out to me if you have any questions about the changes.

Stay safe. Kia kaha,

Auckland Alert Level 3 change

5 October 2021 - information sent to care home residents and whānau

Dear Care Home residents, families and whānau,

The Government has announced that Auckland will be staying at COVID-19 Alert Level 3, but from 11.59pm tonight, Tuesday 5 October, there will be a few changes to Level 3 restrictions.

While the Government announced a slight lessening of Alert Level 3 restrictions for most Aucklanders, we need to continue to keep our residents and people safe, and to contain the virus as much as possible. This means there will be no changes to the restrictions in place at our Care Homes.

As more information is provided over the coming days and weeks, we will be constantly reviewing the restrictions and what they mean for our residents and families here at Bupa. We are very mindful of wanting our Auckland Care Home residents reunited with their loved ones, as soon as it is safe to do so.

In the meantime, we wanted to remind you about what the continued Alert Level 3 restrictions mean for you and your loved ones:

• We will continue to have exceptions for visits to the care home on compassionate grounds. Please reach out to me to arrange your visit if this applies to you and your loved one.
• We will continue to offer the use of a laptop and/or smart phone so that families can stay connected at this time. This is so important when face-to-face visits are not possible so please let me know if I can help you set up a video call. We welcome families providing their loved one with a device, if you wish to do so.

I appreciate your continued understanding and support as we navigate these Alert Level restrictions together.

Please don’t hesitate to reach out to me if you have any questions.

Stay safe. Kia kaha

5 October 2021 - information sent to village residents 

Dear residents,

The Government has announced that Auckland will be staying at COVID-19 Alert Level 3, but from 11.59pm tonight, Tuesday 5 October, there will be a few changes to Level 3 restrictions.

The changes for Auckland are:

• Two households may meet outdoors at one time, up to a maximum of 10 people.
• People may now travel anywhere in the Auckland region for exercise, sports or recreation outdoors.
• Early Learning Centres may reopen to all children, with a maximum of 10 children in each bubble.

The changes in Auckland signify the first phase in a three-step 'roadmap' out of lockdown restrictions, with more information of these phases available at covid19.govt.nz.

While a lessening of restrictions is a welcome change for Aucklanders, we need to continue to keep people safe and to contain the virus as much as possible. This means we are keeping our Care Homes closed to visitors.

We wanted to remind you what Level 3 means for you and your loved ones at Bupa:

• The doors between the Care Home and Village will remain closed.
• The community centre and communal areas will remain closed. However, the Government’s announcement means that you and your household may now meet one other household, outdoors, at one time, up to a maximum of 10 people. This is a welcome opportunity for you to meet with friends and family, but please remember to stick to the rules, wear a mask and keep your distance from other households gathering outdoors. We encourage you to record who you are meeting with and when.
• There continue to be no resident activities or van outings.
• Visitors who are in your exclusive extended bubble under Alert Level 3, and who you invite into your home, need to sign in with the Government NZ COVID-19 Tracer app, or sign in manually, and observe hygiene protocols.
• Respite, Day Care and Wellness Clinics are still not available.
• The meal service to Village residents will continue to be available through contactless delivery. Milk deliveries will continue.

We hope you enjoy being able to connect with wider family and/or friends, outdoors.

As more information is provided over the coming days and weeks, we will be constantly reviewing the restrictions and what they mean for our residents and families here at Bupa. We will let you know of any changes as soon as possible.

Please don’t hesitate to reach out to me if you have any questions. I appreciate your continued understanding and support as we navigate these Alert Level restrictions together.

Stay safe. Kia kaha,

Hamilton and Cambridge at Alert Level 3 

5 October 2021 - information sent to care home residents and whānau in Hamilton and Cambridge for Alert Level 3 

Dear Care Home residents, families and whānau,

The Government has announced that Hamilton City, Raglan, Te Kauwhata, Huntly and Ngāruawāhia will be staying at COVID-19 Alert Level 3. The easing of Alert Level 3 restrictions in Auckland will not extend to the Waikato Alert Level 3 area.

For all our Care Homes and Villages in the above regions, for now, there is no change to what we are doing – our Care Homes remain closed to all external visitors.

Our extension of the Alert Level 3 restrictions to Bupa St Kilda Care Home, in Cambridge, also remains in place.

As more information is provided over the coming days and weeks, we will be constantly reviewing the restrictions in place and hope to see our Waikato residents reunited with their loved ones as soon as it is safe to do so.

We wanted to remind you about what Alert Level 3 means for you and your loved ones at Bupa:

• We will continue to have exceptions for visits on compassionate grounds, so please do reach out to me to arrange your visit if this applies to you and your loved one.
• We will continue to offer the use of a laptop and/or smart phone so that families can stay connected at this time. This is so important when face-to-face visits are not possible so please let me know if I can help you set up a video call. We welcome families providing their loved one with a device, if you wish to do so.

I appreciate your continued understanding and support as we navigate these Alert Level restrictions together.

Please let me know if you have any questions.

Stay safe. Kia kaha

5 October 2021 - information sent to village residents in Hamilton for Alert Level 3

Dear residents,

The Government has announced that Hamilton City, Raglan, Te Kauwhata, Huntly and Ngāruawāhia will be staying at COVID-19 Alert Level 3. The easing of Alert Level 3 restrictions in Auckland will not extend to the Waikato Alert Level 3 area.

For all our Care Homes and Villages in the above regions, for now, there is no change to what we are doing.

We wanted to remind you about what this Alert Level 3 means for you and your loved ones at Bupa:

• The doors between the Care Home and Village remain closed.
• The community centre and communal areas remain closed.
• There are no resident activities and van outings remain suspended.
• Please remember to keep your bubble exclusive and only include people where it will keep you and them safe and well.
• Visitors who are in your exclusive extended bubble under Alert Level 3, and who you invite into your home, must observe hygiene protocols and sign in with the Government NZ COVID-19 Tracer app, or sign in manually.
• Respite, Day Care and Wellness Clinics are still not available.
• The meal service to Village residents will continue to be available through contactless delivery.

I appreciate your continued understanding and support as we navigate these Alert Level restrictions together.

As more information is provided over the coming days and weeks, we will be constantly reviewing the restrictions in place and we will let you know of any changes as soon as possible.

Please don’t hesitate to reach out to me if you have any questions about the changes.

Stay safe. Kia kaha,

Rest of New Zealand - Alert Level 2

5 October 2021 - information sent to care home residents and whāna

Dear Care Home residents, families and whānau,

The Government has announced that all of New Zealand, except Auckland and parts of the Waikato region, will be staying at COVID-19 Alert Level 2.

However, the Level 2 rules will be changing so the 100-person cap on gathering will be removed from Wednesday.

For all of our Bupa Care Homes under Alert Level 2, we will continue to be open for visiting, with the same restrictions in place. As a reminder the key restrictions for our visitors are:

• Please do not visit if you feel at all unwell, if you have been at a location of interest, if you have been in contact with someone confirmed to have COVID-19, or if you are living with someone who is:
  ● a close contact, or
  ● isolating due to being at a location of interest, or
  ● is being tested for COVID-19 as directed by a GP or the Ministry of Health.

• We require all visitors to wear masks, enter through the main reception, to sanitise their hands on arrival and complete contact tracing.

As more information is provided over the coming days and weeks, we will be constantly reviewing our restrictions and will let you know of any changes as soon as possible.

I appreciate your continued understanding and support as we navigate these Alert Level restrictions together.

Please let me know if you have any questions.

Stay safe. Kia kaha,

5 October 2021 - information sent to village residents 

Dear residents,

The Government has announced that all of New Zealand, except Auckland and parts of the Waikato region, will be staying at COVID-19 Alert Level 2.

However, the Level 2 rules will be changing so the 100-person cap on gathering will be removed from Wednesday.

For all of our Bupa Retirement Villages under Alert Level 2, we will continue to be open for visiting. As a reminder, the key restrictions still in place are:

• We require all visitors to enter through the main reception, sanitise their hands on arrival and complete contact tracing.

• Please continue to observe personal hygiene and physical distancing of 1 metre where possible in the Community Centre and communal areas.

• Visitors and residents can use communal spaces but must continue to wear masks while doing so.

• At Alert Level 2 all visitors to our Care Homes are required to wear masks. If you wish to visit someone within the Care Home, please either bring your own mask or we will provide one if needed.

The rules that apply to the general public also apply to village residents, but we ask that you continue to apply extra caution wherever you can. Alert Level 2 guidance can be found at covid19.govt.nz.

As more information is provided over the coming days and weeks, we will be constantly reviewing our restrictions and will let you know of any changes as soon as possible.

I appreciate your continued understanding and support as we navigate these Alert Level restrictions together.

Please let me know if you have any questions.

Stay safe. Kia kaha,

21 September 2021 - information sent to care home residents and whānau  in Auckland for Alert Level 3 change

Dear Care Home residents, families and whānau,

The Government has confirmed that Auckland will be moving to COVID-19 Alert Level 3 from 11.59pm tonight, 21^st September. The rest of the country (except for the Upper Hauraki area) will be staying at Alert Level 2.

The Government will review these Alert Levels in two weeks’ time, on Monday 4th October.

For our people iPreview release n Auckland, a move down Alert Levels will come as a welcome reprieve after almost five weeks in Level 4 lockdown. This is a significant step and acknowledges the risk of contracting COVID-19 has lessened. However, the public health risk has not been fully eliminated and, therefore, we still have significant restrictions on our day-to-day lives.

We wanted to remind you that at Alert Level 3 all of our Bupa Care Homes will remain closed to all external visitors, unless they provide essential services.

A reminder about what this means for you and your loved ones:

• We will continue to have exceptions for visits on compassionate grounds, so please do reach out to me to arrange your visit if this applies to you and your loved one.
• We will continue to offer the use of a laptop and/or smart phone so that families can stay connected at this time.
• We will continue to closely follow the Ministry of Health updates and revise our instructions as new information comes to hand.

Thank you, again, for your continued support through these challenging times.

Please let me know if you have any questions.

Stay safe. Kia kaha

21 September 2021 - information sent to village residents in Auckland for Alert Level 3 change

Dear residents,

The Government has confirmed that Auckland will be moving to COVID-19 Alert Level 3 from 11.59pm tonight, 21^st September. The rest of the country (except for the Upper Hauraki area) will be staying at Alert Level 2.

The Government will review these Alert Levels in two weeks’ time, on Monday 4th October.

For our people in Auckland, a move down Alert Levels will come as a welcome reprieve after almost five weeks in Level 4 lockdown. This is a significant step and acknowledges the risk of contracting COVID-19 has lessened. However, the public health risk has not been fully eliminated and, therefore, we still have significant restrictions on our day-to-day lives.

At Alert Level 3, the rules that apply to the general public also apply to village residents. However, we ask that you apply extra caution wherever you can. Please follow the below guidance:

• The doors between the Care Home and Village will remain closed. We continue to ask that there is no movement between Villages and Care Homes.  We understand this can be challenging if you have a loved one or friend you wish to visit but this restriction is in place so that we keep our residents as safe as possible from the threat of potential infection.
• The community centre and communal areas will remain closed to everyone, including residents.
• There will be no resident activities at Alert Level 3. In some Villages, residents may wish to use the library. If you would like library books, please let me know and I can get them and leave at your door.

• Please be vigilant in following the Ministry of Health guidelines which includes staying home, when possible, and taking extra precautions when leaving home or touching surfaces. You can leave the Village to exercise, go shopping, and keep medical appointments, but if you are not well, please remain in the Village (unless leaving for medical reasons). If you do choose to leave the village, please take proper precautions and wear a mask.

• The new advice from the Government is that anyone over 65 years of age is to stay home until you're vaccinated, as Level 3 poses a higher level of risk. If you have not managed to have your vaccinations yet, and would like my support in getting them, please get in touch.
• Please continue to stay in your household bubble but as per the Government’s guidance, you may now expand your bubble to connect with one other household e.g. a family/whānau member(s). Please remember to keep your bubble exclusive and only include people where it will keep you and them safe and well. In relation to visitors:

• • Permitted visitors are required to stay in your home and observe hygiene protocols.

• • Permitted visitors should sign in with the Government NZ COVID-19 Tracer app, or sign in manually.

• Respite, Day Care and Wellness Clinics are still not available to Village residents.

• Van outings remain suspended.

• The meal service to Village residents will continue to be available through contactless delivery. If you require assistance with shopping please let the Village Manager know. Milk deliveries will continue at Alert Level 3.

• Our partner, Securely, will answer any call bells and arrange ambulance services, if required. Please note that our Care Home employees won't be responding to call bells from village residents at Alert Level 3.

Thank you all for working with us through this time of Alert Level changes.

Please don’t hesitate to reach out to me if you have any questions about the changes.

Stay safe. Kia kaha,

Rest of New Zealand

21 September 2021 - information sent to care home residents and whānau  for Alert Level 2

Dear Care Home residents and whānau,

The Government has announced that all of New Zealand, except Auckland and the Upper Hauraki area, will be staying at COVID-19 Alert Level 2.

However, the Level 2 rules are changing to allow a maximum of 100 people to gather, including at hospitality venues (up from 50 people).

The Government will review this Alert Level in two weeks’ time, on Monday 4th October.

For all of our Bupa Care Homes under Alert Level 2, we will continue to be open for visiting, with the same restrictions in place. As a reminder the key restrictions for our visitors are:

• Please do not visit if you feel at all unwell, if you have been at a location of interest, if you have been in contact with someone confirmed to have COVID-19, or if you are living with someone who is:
  ● a close contact, or
  ● isolating due to being at a location of interest, or
  ● is being tested for COVID-19 as directed by a GP or the Ministry of Health.

• We require all visitors to wear masks, enter through the main reception, sanitise your hands on arrival and complete contact tracing.

We continue to closely follow the Ministry of Health updates and will revise our guidelines as new information comes to hand.

Thank you so much for your patience, tolerance and support. Together we will get through this.

Please let me know if you have any questions.

Stay safe. Kia kaha,

21 September 2021 - information sent to village residents for Alert Level 2

Dear residents,

The Government has announced that all of New Zealand, except Auckland and the Upper Hauraki area, will be staying at COVID-19 Alert Level 2.

However, the Level 2 rules will be changing to allow a maximum of 100 people to gather, including at hospitality venues (up from 50 people).

The Government will review this Alert Level in two weeks’ time, on Monday 4th October.

For all of our Bupa Retirement Villages under Alert Level 2, we will continue to be open for visiting. As a reminder, the key restrictions still in place are:

• We require all visitors to enter through the main reception, sanitise their hands on arrival and complete contact tracing.

• Please continue to observe personal hygiene and physical distancing of 1 metre where possible in the Community Centre and communal areas, with a maximum of 100 people in the space at one time.

• Visitors and residents can use communal spaces but must continue to wear masks while doing so.

• At Alert Level 2 all visitors to our Care Homes are required to wear masks. If you wish to visit someone within the Care Home, please either bring your own mask or we will provide one if needed.

The rules that apply to the general public also apply to village residents, but we ask that you continue to apply extra caution wherever you can. Alert Level 2 guidance can be found at covid19.govt.nz.

We continue to closely follow the Ministry of Health updates and will revise our guidance as new information comes to hand.

Thank you so much for your patience, tolerance and support. Together we will get through this.

Please let me know if you have any questions.

Stay safe. Kia kaha,

Dear Care Home residents and whānau,

The Government has announced that from 11.59pm tonight (Tuesday 7^th September), all of New Zealand, except Auckland, will be moving to COVID-19 Alert Level 2. Auckland will be staying at Alert Level 4.

The Government will review these Alert Levels on Monday 13^th September.

The move to Alert Level 2 will be welcomed by many of you, and it will be lovely for family and friends to reunite with each other and with our residents.

For all of our Bupa Care Homes under Alert Level 2, we will be open for visiting, but with the below restrictions in place:

• Please do not visit if any of the below apply to you:
  • If you feel at all unwell, e.g. have a temperature or have any gastro / cold / flu symptoms,
  • If you have been at a location of interest associated with a COVID-19 case,
  • If you have been in contact with someone confirmed to have COVID-19,
  • If you are living with someone who is:
    ● a close contact, or
    ● isolating due to being at a location of interest, or
    ● is being tested for COVID-19 as directed by a GP or the Ministry of

Health.

• We require all visitors to wear masks, so please either bring your own mask or we will provide one if needed.

• Entry into our Care Homes must be through the main reception and you will be required to sanitise your hands on arrival.

• All visitors must:
  • scan into the Government NZ COVID-19 tracer app,
  • register as a visitor through the EVA app or on the paper-based Contact Tracing Spreadsheet. This not only acts as our visitor registration system but also is a way for visitors to confirm they have read and agree to a Health Declaration and Privacy Statement.

• Visitors are encouraged to visit residents in their room, where possible, and maintain 1 metre physical distancing. Alternatively, visits held in the lounge should be with appropriate physical distancing.

• When residents leave the Care Home, they must use the Government NZ COVID-19 tracer app for each location they visit.

• We will accept day-care and people for respite at this time, but they must meet the requirements of the COVID-19 Screening Tool as per the Ministry of Health guidance.

• We accept parcels dropped off for residents and family members may resume washing residents’ personal clothes, if desired.

We are closely following the Ministry of Health updates and will revise our guidelines as new information comes to hand.

Thank you again for your understanding and for helping us maintain the safest possible environment. If you have any questions, please don’t hesitate to get in touch.

7th September 2021 - information sent to village residents outside of Auckland and Northland for Alert Level 2

Dear residents,

The Government has announced that from 11.59pm tonight (Tuesday 7^th September), all of New Zealand, except Auckland, will be moving to COVID-19 Alert Level 2. Auckland will be staying at Alert Level 4.

The Government will review these Alert Levels on Monday 13^th September.

The move to Alert Level 2 will be welcomed by many of you, and it will be lovely for family and friends to reunite with each other.

For all of our Bupa Retirement Villages under Alert Level 2, we will be open for visiting, but the below restrictions remain in place:

• All visitors must:
  • scan into the Government NZ COVID-19 tracer app,
  • register as a visitor through the EVA app or on the paper-based Contact Tracing Spreadsheet. This not only acts as our visitor registration system but also is a way for visitors to confirm they have read and agree to a Health Declaration and Privacy Statement.
• Entry into our villages must be through the main reception and visitors are required to sanitise their hands-on arrival.

• The Community Centre and communal areas will re-open, but as an extra precaution please observe personal hygiene and physical distancing of 1 metre where possible, with a maximum of 50 people in the space at one time.

• Visitors and residents can use communal spaces but must wear masks while doing so.

• Van outings can resume but we recommend you do not visit high density venues, and that everyone wears a mask outside of the van, wherever possible.

• Respite, day care and wellness clinics are now available.

• The meal service will resume as normal.

• At Alert Level 2 all visitors to our Care Homes are required to wear masks. If you wish to visit someone within the Care Home, please either bring your own mask or we will provide one if needed.

The rules that apply to the general public also apply to village residents, but we ask that you apply extra caution wherever you can. Alert Level 2 guidance can be found at covid19.govt.nz.

We are closely following the Ministry of Health updates and will revise our guidance as new information comes to hand.

Thank you again for your understanding and for helping us maintain the safest possible environment. If you have any questions, please don’t hesitate to get in touch.

31 August 2021 - information sent to care home residents and whānau outside of Auckland and Northland for Alert Level 3

Dear Care Home residents, families and whānau,

The Government has confirmed that all areas of New Zealand, outside of Auckland and Northland, will be moving to COVID-19 Alert Level 3 from 11.59pm tonight, 31 August. Auckland and Northland will be staying at Alert Level 4.

We wanted to touch base with you to remind you that at Alert Level 3 all of our Bupa Care Homes will remain closed to all external visitors, unless they provide essential services.

A reminder about what this means for you and your loved ones:

• We will continue to have exceptions for visits on compassionate grounds, so please do reach out to me to arrange your visit if this applies to you and your loved one.
• We will continue to offer the use of a laptop and/or smart phone so that families can stay connected at this time.
• We will continue to closely follow the Ministry of Health updates and revise our instructions as new information comes to hand.

Thank you, again, for your continued support through these challenging times.

Please let me know if you have any questions.

Stay safe. Kia kaha

31 August 2021 - information sent to village residents outside of Auckland and Northland for Alert Level 3

Dear residents,

The Government has confirmed that all areas of New Zealand, outside of Auckland and Northland, will be moving to COVID-19 Alert Level 3 from 11.59pm tonight, 31 August. Auckland and Northland will be staying at Alert Level 4.

The Government will review Alert Level 3 for areas outside of Auckland and Northland on Monday 6 September.

I’m sure many of you will welcome the Alert Level change from tomorrow, and the opportunity to expand your bubble to connect with loved ones.

At Alert Level 3, the rules that apply to the general public also apply to village residents. However, we ask that you apply extra caution wherever you can. Please follow the below guidance:

• The doors between the Care Home and Village will remain closed. We continue to ask that there is no movement between Villages and Care Homes.  We understand this can be challenging if you have a loved one or friend you wish to visit but this restriction is in place so that we keep our residents as safe as possible from the threat of potential infection.
• The community centre and communal areas will remain closed to everyone, including residents.
• There will be no resident activities at Alert Level 3. In some Villages, residents may wish to use the library. If you would like library books, please let me know and I can get them and leave at your door.
• Please be vigilant in following the Ministry of Health guidelines which includes staying home when possible and taking extra precautions when leaving home or touching surfaces. You can leave the Village to exercise, go shopping, and keep medical appointments, but if you are not well, please remain in the Village (unless leaving for medical reasons). If you do choose to leave the village, please take proper precautions and wear a mask.
• Please continue to stay in your household bubble but as per the Government’s guidance, you may now expand your bubble to connect with one other household e.g. a family/whānau member(s). Please remember to keep your bubble exclusive and only include people where it will keep you and them safe and well. In relation to visitors:

             - Permitted visitors are required to stay in your home and observe hygiene protocols.

             - Permitted visitors should sign in with the Government NZ COVID-19 Tracer app, or sign in manually.

• Respite, Day Care and Wellness Clinics are still not available to Village residents.
• Van outings remain suspended.
• The meal service to Village residents will continue to be available through contactless delivery. If you require assistance with shopping please let the Village Manager know. Milk deliveries will continue at Alert Level 3.
• Our partner, Securely, will answer any call bells and arrange ambulance services, if required. Please note that our Care Home employees won't be responding to call bells from village residents at Alert Level 3.

Thank you all for working with us through this time of Alert Level changes.

Please don’t hesitate to reach out to me if you have any questions about the changes.

Stay safe. Kia kaha,

31 August 2021 - information sent to all care home and village residents in Auckland and Northland for Alert Level 4 extension 

Dear residents, families and whānau,

The Government has confirmed that Auckland and Northland will be staying at Alert Level 4.

The Government will review this Alert Level for Northland this Thursday 2^nd September, with a potential move to Alert Level 3 that evening. If the Alert Level changes, further communications will be sent out to our Northland Villages and Care Homes following the announcement.

Auckland will remain at Alert Level 4 until a Government review on 13^th September.

For now, there is no change to what we are doing.

We know continued lockdowns are challenging. Rest assured, we will keep you updated on any changes to these current restrictions as soon as they are made.

Please let me know if you have any queries or concerns in the meantime. Our teams are here to help, in any way they can.

Thank you all very much for working with us through these challenging times.

Stay safe. Kia kaha,

Dear residents, families and whānau,

You may have seen from the Government announcement this afternoon that Alert Level 4 will be extended for all of New Zealand, until 11.59pm Tuesday 31^st August.

The Government then plans to move all regions south of the Auckland boundary to Alert Level 3, after that date, with Auckland and Northland remaining at Alert Level 4.

For now, there is no change to what we are doing. We remain at Alert Level 4 and we will be in touch with you again next week with further information.

Our teams are working really hard to keep everyone safe and our infection prevention controls remain in place. Under Alert Level 4, we have increased our team members’ pay by $2 an hour, to recognise all they are doing during this time.

Thank you all very much for working with us through these challenging times, to keep yourselves and your loved ones safe and protected from the risk of infection.

Thank you for your ongoing support. Please stay safe.

Please let me know if you have any questions.

Kia kaha,

27 August 2021 - information sent to village residents under Alert Level 4 

Dear residents,

You may have seen from the Government announcement this afternoon that Alert Level 4 will be extended for all of New Zealand, until 11.59pm Tuesday 31st August.

The Government then plans to move all regions south of the Auckland boundary to Alert Level 3, after that date, with Auckland and Northland remaining at Alert Level 4.

For now, there is no change to what we are doing. We remain at Alert Level 4 and we will be in touch with you again next week with further information.

Our teams are working really hard to keep everyone safe. Under Alert Level 4, we have increased our team members’ pay by $2 an hour, to recognise all they are doing during this time.

Thank you all very much for working with us through these challenging times.

Please let me know if you have any questions.

Stay safe. Kia kaha,

The on-site clinics began last week, following approval via the Federal Government tender process, with first doses of Pfizer provided to team members at 52 of our 63 homes so far.

As of today, nationally Bupa’s aged care employee vaccination level is at 83% with some homes already hitting 100%. This figure will increase as clinics take place at remaining care homes.

The vaccination teams will return to all Bupa homes in the coming weeks to provide the second Pfizer doses.

In line with National Cabinet’s directive, all aged care workers must have received at least one dose of the vaccine by 17 September. Team members who have not received their first dose will be unable to work in aged care beyond that date. Bupa has repeatedly shared this information with all impacted team members and is working closely with those remaining team members to receive the vaccine as soon as possible.

Dear residents, families and whānau,

We are now one week into our second COVID-19 Alert Level 4 lockdown, with the Government announcing this afternoon that this will be extended for 4 days for all of New Zealand, until 11.59pm Friday 27^th August.

Auckland will stay in Alert Level 4 until 11.59pm Tuesday 31^st August.

As you know, under Alert Level 4 our Care Homes and Villages will remain closed to all external visitors, unless they provide essential services.

We will continue to have exceptions for visits on compassionate grounds, so please do reach out to me to arrange your visit if this applies to you and your loved one.

Thank you all very much for working with us through these challenging times, to keep yourselves and your loved ones safe and protected from the risk of infection.

We will continue to offer the use of a laptop and/or smart phone so that families can stay connected at this time. Again, please reach out to me if you need support setting up digital contact with a loved one.

We will continue to closely follow the Ministry of Health updates and revise our instructions as new information comes to hand.

If you have any questions or if I can help you in any way, please don’t hesitate to get in touch.

Thank you for your ongoing support.

Stay safe. Kia kaha

23 August 2021 - information sent to village residents and whānau under Alert Level 4 

Dear residents,

We are now one week into our second COVID-19 Alert Level 4 lockdown, with the Government announcing this afternoon that this will be extended for 4 days for all of New Zealand, until 11.59pm Friday 27^th August.

Auckland will stay in Alert Level 4 until 11.59pm Tuesday 31^st August.

As you know, under Alert Level 4 our Care Homes and Villages will remain closed to all external visitors, unless they provide essential services.

Thank you all very much for working with us through these challenging times, to keep yourselves and your loved ones safe and protected from the risk of infection.

We will continue to closely follow the Ministry of Health updates and revise our instructions as new information comes to hand.

If you have any questions or if I can help you in any way, please don’t hesitate to get in touch.

Thank you for your ongoing support.

Stay safe. Kia kaha

Dear Care Home residents and whānau,

I hope you are all doing okay through this challenging time.

As I am sure you would have seen, the Government has announced that COVID-19 Alert Level 4 will be extended for all of New Zealand until 11.59pm Tuesday 24^th August (as was the case for Auckland and the Coromandel). This means our Care Homes and Villages will remain closed to all external visitors.

We understand that the continued restrictions, and not being able to see your loved ones, can be difficult. Please be assured, we are doing all we can to keep you and your loved ones safe at this time. Thank you for your understanding as we manage this situation together.

As I mentioned in my letter earlier in the week, we do have exceptions on compassionate grounds, so please do reach out to me to arrange your visit if this applies to you and your loved one.

We do encourage you to stay in touch with each other through digital means. If your loved one does not have their own device, we will continue to offer the use of a laptop and/or smart phone so that families stay connected at this time. Please reach out to me if you need support setting up digital contact with a loved one.

If you wish to send food, general parcels or laundry to your loved one, then please do so via a courier service. Courier services have the necessary hygiene protocols in place and also use contactless delivery.

We will be offering our residents extra snacks and treats during Alert Level 4, so they are not missing out on things that you may ordinarily be providing for them on your visits.

If you have any questions or if I can help you in any way, please don’t hesitate to get in touch.

Thank you for your ongoing support.

Stay safe. Kia kaha

20 August 2021 - information sent to village residents and whānau under Alert Level 4 

I hope you are doing okay through this challenging time.

As I am sure you would have seen, the Government has announced that COVID-19 Alert Level 4 will be extended for all of New Zealand until 11.59pm Tuesday 24^th August (as was the case for Auckland and the Coromandel).

This means our Villages and Care Homes remain closed to all external visitors, with previous restrictions in place.

We understand that the continued restrictions, and not being able to see family and friends, can be difficult, but we know you appreciate a cautious approach to keep everybody safe. Thank you for your understanding as we manage this situation together.

If you are in the Auckland or Coromandel region, there are a number of locations of interest and we encourage you to keep checking these. If you have been to any of these locations of interest during the relevant time period or share your villa or unit with someone who has, then there are rules around self-isolating. Please check the Ministry of Health website on www.health.govt.nz for further information, or please check with me if you are unsure and I will help you.

It is really important that we all continue to be vigilant and follow the Ministry of Health guidelines, which includes not congregating in groups, not leaving the Village unless for exercise or grocery shopping and continuing good hand hygiene.

As you may know, the Government has made wearing a mask compulsory, when visiting essential services such as supermarkets, pharmacies and petrol stations. Masks must also be worn at public transport departure points, for example train stations and bus stops, in taxi or ride-share vehicles, and, when visiting healthcare facilities.

We will be starting milk deliveries again next week, so please keep an eye out for this.

If you have any questions or if I can help in any way, please don’t hesitate to get in touch.

Thank you for your ongoing support.

Stay safe. Kia kaha,

Dear Care Home residents and whānau,

The Government has announced that New Zealand will move to COVID-19 Alert Level 4 from 11.59pm tonight, 17^th August.

These Alert Levels will be in place for an initial period of three days, except for Auckland and Coromandel who will be at Alert Level 4 for an anticipated seven days.

This means that starting from tomorrow, Wednesday 18^th August, we will be closing our Care Homes and Villages to all visitors.

We appreciate that the move to Alert Level 4, and not being able to see family and friends, is not easy.

At the Manager’s discretion, we may allow exceptions for families of those residents nearing end of life or similar circumstance, on compassionate grounds.

If you are a partner, or family member in this position, please contact me regarding the guidelines for visitors in these circumstances, which include the wearing of Personal Protective Equipment (PPE) and contact tracing requirements. Please do contact the Care Home first to set up your visit before coming to the home. Thank you for your cooperation during this challenging time.

Our wonderful team members are committed to caring for you and your loved ones through this time. Aged Care Homes are essential services that will continue to operate while many other workplaces are closed.

Please be assured that our employees and other essential health workers attending the Care Home continue to comply with stringent health disclosure rules and respiratory etiquette to protect against the risk of infection.

We will provide our residents with alternative ways to stay connected with their whānau through use of cell phones, tablet/iPads, and laptops.

Please do remember that at Alert Level 4 we will not accept food, general parcels or laundry deliveries from families for their loved ones. This is to protect you and your loved ones from the risk of infection. However, we will accept courier parcels, as they are set up with the necessary hygiene protocols and utilise contactless delivery.

The Ministry of Health will review this Alert Level in the coming days, and we will update you accordingly.

We appreciate your understanding about this change, and we will continue to communicate with you about your loved one and the steps we are taking to keep them safe. You can also refer to bupa.co.nz for the latest updates.

17 August 2021 - information sent to village residents and whānau under Alert Level 4 

The Government has announced that New Zealand will move to COVID-19 Alert Level 4 from 11.59pm tonight, 17^th August.

These Alert Levels will be in place for an initial period of three days, except for Auckland and Coromandel who will be at Alert Level 4 for an anticipated seven days.

This means that starting from tomorrow, Wednesday 18^th August, we will be closing our Care Homes and Villages to all visitors.

Our wonderful team members are committed to caring for you through this time, as aged care services are considered essential and will continue to operate while many other workplaces are closed.

Given the move to Alert Level 4, we will be implementing a number of restrictions in order to keep you safe and reduce the risk of infection. These restrictions are as follows:

• We are closing our Villages to all visitors.

• There is to be no movement between Retirement Villages and Care Homes, and any common facilities will not be available for use.

• The Government strongly recommends that people over 70 stay at home. We ask that you please stay in your apartment, villa or unit to stay safe. Your Village Manager will support you to access groceries and essential supplies if needed.

• The meal service to Village residents will be available through non-contact methods.

• Our wellness clinics are closed until further notice.

• Our community centres will be locked where they can be and are not available until further notice.

• Please be vigilant in following the Ministry of Health guidelines, which includes not congregating in groups, not leaving the Village unless for exercise or grocery shopping, and continuing good hand hygiene.

• Van outings are suspended.

We appreciate that the move to Alert Level 4, and not being able to see family and friends, is not easy.

Thank you for your understanding regarding these temporary changes and restrictions. They are in place to keep you, and your fellow residents, safe.

The Ministry of Health will review this Alert Level in the coming days, and we will update you accordingly.

Thank you again for your understanding and support at this time.

We’re encouraging any health insurance customers who have been financially impacted by COVID-19 restrictions and lockdowns to contact Bupa to discuss their support options including temporarily suspending their policy. Customers can access the financial hardship by contacting us on 1300 884 285.

To support Government stay-at-home guidelines, some Bupa Health Insurance stores are temporarily closed and employees are being redeployed to provide additional support for our contact centre teams to make sure we can manage an increase in customers reaching out to us over the phone and online.

VIC updates

Health Insurance customers

Some of our Bupa Health Insurance stores are temporarily closed due to COVID-19 retail restrictions.

Retail return to trade – Doors open to the public – Monday 8^th November.

Customers who are unable to visit a Bupa Health Insurance stores are encouraged to contact us on 134 135 or visit bupa.com.au for any enquiries.

Bupa Dental and Bupa Optical and Hearing services

Bupa’s Dental clinics and Optical stores in Victoria have reopened to customers. COVID-safe measures remain in place and there are no vaccination requirements to accessing these essential healthcare services, however Bupa encourages all customers to be vaccinated.

Bupa Medical Visa Services

We have recommenced Immigration Medical Examinations at our Forest Hill, Greensborough, Docklands and Preston Centres. We are initially prioritising customers who have had appointments cancelled as a result of State/Territory Public Health Orders. Please refer to our Announcements page (under Victorian Metropolitan Centres) for full details.

Bupa Dental

Bupa Dental practices remain open for urgent dental care only during this period. If you have an appointment booked in the coming days or require emergency treatment, please speak to your practice directly.

​Bupa Aged Care

In line with Victorian Government directions, and to help protect the health and safety of our residents and employees, all our Victorian aged care homes are currently closed to visitors. There will be some compassionate exceptions, so we encourage people to check in with the care home directly to discuss their specific circumstances.

NSW updates

For more updates to NSW please see here.

Health insurance customers

Some of our Bupa Health Insurance stores are temporarily closed due to COVID-19 restrictions.

Customers who are unable to visit a Bupa Health Insurance store are encouraged to contact us on 134 135 or visit bupa.com.au for any enquiries.

Bupa Optical and Hearing

Bupa Optical and Hearing stores have reopened across NSW offering customers a full range of services.

Dental customers

All Bupa Dental practices are open for all dental care services with a range of COVID-safe measure in place to ensure the health of our patients and our people. Please contact your Bupa Dental clinic to arrange an appointment.

Bupa Medical Visa Services

Significant work is underway to recommence Immigration Medical Examinations at our Sydney, Parramatta, Baulkham Hills, Corrimal and Newcastle Centres. We are initially prioritising customers who have had appointments cancelled as a result of State/Territory Public Health Orders

Bupa Aged Care

Bupa homes in the greater Sydney area are currently temporarily closed to visitors. Visitors to all other homes in NSW must comply with the current directions provided by NSW health. Visitors are not permitted if they been to any identified hotspots in the last 14 days.

QLD Updates

Bupa Aged Care

Due to the recent increase in COVID-19 cases in several parts of Australia, Queensland Health has directed aged care homes in south-east Queensland to close to non-essential visitors.

As a result, Bupa care homes in New Farm, Glenvale, Rangeville, Merrimac, Tugun and Runaway Bay will close to visitors, effective immediately, and until further notice.

ACT Updates

Health Insurance

Health Insurance customers who are unable to visit a Bupa Health Insurance store are encouraged to contact us on 134 135 or visit bupa.com.au for any enquiries.

The Bupa Health Insurance stores in Belconnen and Woden are temporarily closed due to COVID-19 restrictions.

Bupa Optical and Hearing

Bupa’s Optical and Hearing stores in the ACT will remain open for urgent care only. Customers with items for collection can make an appointment if deemed urgent or delay the pickup until the conclusion of the lockdown.

Please contact your local store if you need to book an appointment or have any questions.

​Dental customers​

Bupa Dental practices remain open for urgent dental care onlyduring this period. If you have an appointment booked in the coming days or require emergency treatment, please speak to your practice directly.

NT Updates

Bupa Optical and Hearing

Bupa’s Optical and Hearing stores in Darwin will remain open for urgent care only. Customers with items for collection can make an appointment if deemed urgent or delay the pickup until the conclusion of the lockdown.

Dental

Bupa Dental practices will close until midday Thursday 19 August.

“We welcome and fully support the decision to make COVID-19 vaccination mandatory for aged care workers to better protect residents,” Ms Dvorak said.

“It is vital that access to the vaccine is fast-tracked, for not only our team members, but for all health professionals and anyone, including family members, who come into regular contact with the elderly, vulnerable and sick.

“As community transmission and outbreaks continue, we all must act quickly to protect our older Australians in aged care, including facilitating on-site vaccinations via the Government tender process which is currently underway, Ms Dvorak said.

If you’re struggling with your own mental health and wellbeing, get in touch with your GP or qualified health professional who can provide you with some support and treatment options, even virtually. Don’t wait for the lockdown to pass to access support for your own mental wellbeing.

If you or someone you know is needing more urgent support, support services such as Kids Helpline and Lifeline are available. Where life is in immediate danger, contact 000.

In line with government advice, Bupa also recommends that people get the COVID-19 vaccine when it’s available to them.

Stay safe and healthy!

Updated Friday 25 June 2021:

Aged care visitors

Residents in Victoria may now receive up to five visitors per day, and up to two visitors at a time. For compassionate, end-of-life visits, residents may receive an unlimited number of visitors each day, but no more than two visitors at a time. All visitors must wear face masks whilst indoors, and outdoors where physical distancing of at least 1.5m can’t be maintained.

Updated Thursday 10 June 2021:

Health insurance, dental, optical and hearing customers

Following the announcement of restrictions being eased in Victoria, all Victorian Bupa Health Insurance and Optical & Hearing stores, and Bupa Dental clinics will open from Friday 11 June with measures in place to protect the health and safety of customers and our team.

Bupa Medical Visa Services

All Bupa Medical Visa Services’ Melbourne centres will be open as normal from Friday 11 June. Customers who require a visa medical examination, please refer to our Bupa Medical Visa Services website for the latest updates and information.

Updated Thursday 3 June 2021:

Health insurance, optical and hearing customers

Following the announcement of restrictions being extended in Greater Melbourne, all Bupa Health Insurance stores in metro and suburban areas will remain closed until Friday 11 June. Stores in regional areas will resume trading from Friday 4 June, with measures in place to protect the health and safety of customers and our team. Health Insurance customers who are unable to visit a Bupa Health Insurance store are encouraged to contact us on 134 135 or visit bupa.com.au for any enquiries.

There is no change to Optical and Hearing information included below.

Aged care visitors

In line with Victorian Government directions, and to help protect the health and safety of our residents and employees, all our Victorian aged care homes remain closed to visitors. There will be some compassionate exceptions, so we encourage people to check in with the care home directly to discuss their specific circumstances.

We know these restrictions can be difficult for our residents and their loved ones, and we are continuing to facilitate video and phone calls to make sure they can stay in touch during this challenging time. We will continue to closely monitor the situation and government advice and keep our residents and their families updated.

Bupa Medical Visa Services

Bupa Medical Visa Services’ Melbourne centres remain closed until Thursday 10 June (inclusive). All bookings until Thursday 10 (inclusive) will be cancelled and will need to be rescheduled.

Regional Victorian partner clinics will reopen as normal from Friday 4 June.

Customers who either require or have booked a visa medical examination, please refer to our Bupa Medical Visa Services website for the latest updates.

Dental customers

Dental clinics in regional Victoria will reopen from Friday 4 June with measures in place to protect the health and safety of our employees and patients.

Updated Thursday 27 May 2021:

Health insurance, Optical and Hearing customers

Following the Victorian government’s decision introduce a seven-day ‘circuit breaker lockdown’ to Victoria we will temporarily close all of our Health Insurance stores in Victoria until Friday 4 June.

Health Insurance customers who are unable to visit a Bupa Health Insurance store are encouraged to contact us on 134 135 or visit bupa.com.au for any enquiries. Throughout the pandemic, we have seen an increase in customers calling contact centres. This is leading to short delays at times and we ask for your patience as we respond to customer queries.

All Bupa Optical & Hearing stores will remain open to provide urgent eye and ear care to our customers by appointment only.

Customers with items for collection to make an appointment if deemed urgent or delay the pickup until the conclusion of the lockdown.

Please contact your local store if you need to book an appointment.

As the situation evolves, we will keep you updated if the list of open stores changes.

Aged care visitors

In line with new Victorian Government directions, and to help protect the health and safety of our residents and employees, we will temporarily close all our Victorian aged care homes to visitors from Friday 28 May. There will be some compassionate exceptions, so we encourage people to check in with the care home directly to discuss their specific circumstances.

We know these restrictions can be difficult for our residents and their loved ones, and we are continuing to facilitate video and phone calls to make sure they can stay in touch during this challenging time. We will continue to closely monitor the situation and government advice and keep our residents and their families updated.

Bupa Medical Visa Services

We will temporarily close our Bupa Medical Visa Services’ Melbourne centres and regional Victorian partner clinics, from COB today Thursday May until Thursday 3 June (inclusive).

All bookings from Thursday 27 May until Thursday 3 June (inclusive) will be cancelled and will need to be rescheduled.

Customers who either require or have booked a visa medical examination, please refer to our Bupa Medical Visa Services website for the latest updates.

Dental customers

Patients can only visit Bupa dental practices for limited emergency dental treatments only from Friday 28 May until Friday 4 June. If you have an appointment booked in the coming days or require emergency treatment, please speak to your practice directly.

As a precaution we have temporarily closed the following homes to visitors;

• Coburg
• South Morang
• Greensborough.
• Bendigo
• Templestowe
• Donvale

All other Bupa homes in Victoria can accommodate one visit per day for each resident (up to two visitors). All visitors and staff members must wear face masks at all times.

Until at least 11.59pm on Monday 6 January residential aged care facilities in the Greater Sydney area (including Nepean, Blue Mountains, Central Coast and Wollongong) will need to restrict visitors as directed by NSW Health.

Based on their location, the following Bupa homes will be limited to no more than two visitors each day per resident. All visitors must now wear a surgical mask while onsite.

• Ashbury
• Ashfield
• Bankstown
• Bateau Bay
• Baulkham Hills
• Bexley
• Clemton Park
• Dural
• Greenacre
• Maroubra
• Mosman
• North Rocks
• Queens Park
• Roseville
• Seaforth
• St Ives
• Sutherland
• Willoughby

UPDATE Monday 11 January 2021

The majority of our NSW care homes have now re-opened to visitors with some restrictions still in place to help protect the health and safety of our residents and employees.

Please check our COVID Safe Plan website for the latest visitor arrangements at each home, and contact the care home directly for any questions or to arrange a visit.

UPDATE Wednesday 30 December 2020

Until at least 11.59pm on Wednesday 6 January all residential aged care facilities in the Greater Sydney area (including Blue Mountains, Central Coast and Wollongong City Council) must exclude visitors.

Based on this directive and their location, the following Bupa homes will be closed to visitors other than essential workers or due to exceptional circumstances, including palliative care.

• Ashbury
• Ashfield
• Bankstown
• Bateau Bay
• Baulkham Hills
• Bexley
• Clemton Park
• Dural
• Greenacre
• Maroubra
• Mosman
• North Rocks
• Queens Park
• Roseville
• Seaforth
• St Ives
• Sutherland
• Willoughby

Until at least 11.59pm on Wednesday 6 January 2021 no visitors from Greater Sydney are permitted to visit residents in regional residential aged care facilities.

The following list of homes can continue to accept visitors from regional NSW only, providing they have not visited the Greater Sydney, Blue Mountains, Wollongong, Central Coast areas in the past 14 days.

• Armidale
• Ballina
• Banora Point
• Berry
• Eden
• Griffith
• Kempsey
• Pottsville
• Tamworth
• Tumut
• Waratah

All permitted visitors must provide accurate information when making a booking and comply with all entry screening protocols. Visitors must sanitise their hands on entry, wear a mask throughout their visit, maintain a social distance of 1.5m at all times and comply with any directions from our registered nurses.

For those NSW homes listed outside of the Greater Sydney area, visits will be limited to two people from one household for up to an hour per day.

Bupa has also established a COVID-19 Crisis Support Appeal for its over 20,000 employees across Australia and New Zealand who may wish to contribute, with all donations being matched dollar for dollar by Bupa^[1]. The appeal supports UNICEF Australia and CARE Australia, who both have dedicated teams leading response and relief initiatives in India.

Bupa ANZ’s Chief Executive Officer, Hisham El-Ansary said the scale of the crisis demanded support from organisations such as Bupa.

“As a health and care company, with operations in the region, we need to play our part in responding to this humanitarian crisis. Through the support of our business, our people and relief organisations like UNICEF, we can make a significant contribution to saving lives in India.

Our hearts go out to our Bupa colleagues and the broader population in India, together with our people, customers and communities in Australia and New Zealand with family members who may be directly impacted,” Mr El-Ansary said.

Bupa UK has also announced a donation to the Disaster Emergency Committee’s (DEC) appeal to provide medical supplies, treatment facilities and logistics support to overwhelmed health services in the country.

“Supporting each other, wherever needed across the world, is a key learning from this pandemic” Mr El-Ansary said.

UNICEF Australia’s CEO Tony Stuart said the response to COVID-19 requires a truly united response.

“The situation in India is critical and this donation will go directly to our response there where we are urgently working to equip hospitals with Oxygen Generation Plants and provide other critically needed oxygen and testing supplies.

I thank the Bupa Health Foundation and its team for its generous donation and for also demonstrating a leading role in how the private sector can support this response,” Mr Stuart said.

Bupa customers can also help support the Indian COVID-19 crisis response by donating to the UNICEF India COVID-19 Crisis Appeal and/or the CARE Australia COVID-19 Emergency Appeal.

^[1] Donations will be matched by Bupa up to $200 per person/year.

Media reference number: 20/125

Tracy Adams, CEO of yourtown, which runs Kids Helpline, said the program was needed more than ever in 2020 – even though schools were often empty. Our counsellors were connecting to schools and to students’ homes, using whichever platform that state’s education department was operating with.

"We’ve been developing digital platforms to reach children and young people for a number of years now, so we were able to quickly shift our support from classroom-based to home-based programs during periods of state and regional lock-downs last year.

“A special COVID-19 topic was introduced in the early days of the pandemic, and the overall demand highlighted the importance of young people connecting with others to improve their mental health during what was an incredibly challenging school year,” said Ms Adams.

An evaluation conducted by yourtown at the end of 2020, showed 70 per cent of children involved intended to try a new positive behaviour as a result of the Kids Helpline @ School program, and 81 per cent said they would consider contacting Kids Helpline if they had a concern or worry.

Julie Bissinella, Bupa’s Director of Community Engagement, said the program supported the Bupa Health Foundation’s focus on developing mentally healthy and resilient communities.

“Kids Helpline is playing a vital role in Australia’s health response to COVID-19 by ensuring children and young people of all ages can get timely access to mental wellbeing services when they need it most.” 

“Innovative programs and delivery models such as Kids Helpline @ School extend the reach and impact of these services, providing critical support and skills development for our young people,” said Julie.

Kids Helpline @ School is aiming to reach a further 30,000 young people in 2021 with ongoing development of the counsellor sessions available to schools and the digital platforms that are used to deliver the service.

Bupa Health Foundation’s partnership with Kids Helpline formed part of more than $3.9m it invested in the community in 2020.

Media reference number: 20/121

Health insurance customers

Following the Queensland government’s decision to introduce a three-day lockdown in Greater Brisbane, we will temporarily close our Health Insurance stores in Brisbane CBD, Carindale, Chermside, Sunnybank, Indooroopilly and Garden City from Tuesday 30 March until Tuesday 6 April.

Health Insurance customers who are unable to visit a Bupa Health Insurance store are encouraged to contact us on 134 135 or visit bupa.com.au for any enquiries. Throughout the pandemic, we have seen an increase in customers calling contact centres. This is leading to short delays at times and we ask for your patience as we respond to customer queries.

Optical and Hearing customers

Optical and Hearing stores in the Greater Brisbane area (Chermside, Indooroopilly, Adelaide St, Mount Gravatt and Carindale) will remain open for urgent eye care and by appointment only, with no browsing customers allowed.

Customers with existing appointments up to Thursday 1 April or with pending collections will be contacted to discuss their specific circumstances.

Aged care visitors

In line with new Queensland Government directions, and to help protect the health and safety of our residents and employees, we have temporarily closed our Queensland aged care homes to visitors. There will be some compassionate exceptions, so we encourage people to check in with the care home directly to discuss their specific circumstances.

We know these restrictions can be difficult for our residents and their loved ones and we are continuing to arrange video and phone calls to make sure they can stay in touch. We will continue to closely monitor the situation and keep our residents and their families updated.

Bupa Medical Visa Services

We will temporarily close our Bupa Medical Visa Services Brisbane Medical Assessment Centre from 5.00pm today Monday 29 March until Tuesday 6 April.

Customers who either require or have booked a visa medical examination during this time, please refer to our Bupa Medical Visa Services website for the latest updates.

Dental customers

On advice from the Australian Dental Association Queensland branch, patients can only visit Bupa dental practices for limited emergency dental treatments from Tuesday 30 March. If you have an appointment booked in the coming days or require emergency treatment, please speak to your practice directly.

COVID-19 update for our Victorian customers

UPDATED Wednesday 17 February 6:00pm

To help us continue to protect the health and safety of our customers and employees, please do not visit our stores, clinics or aged care homes, if you:

• Have had contact with someone with a confirmed case of COVID-19;
• Have arrived in Australia from overseas in the last 14 days; or
• Are feeling unwell with flu-like symptoms such as fever, cough or sore throat

Read more about the reopening measures in each of our businesses below:

Health Insurance and Optical and Hearing

We will reopen our temporarily closed Victorian Health Insurance and Optical and Hearing stores from Thursday 18 February with COVID-19 safety protocols in place.

To help us protect the health and safety of our customers and employees, please do not visit our stores if you:

• Have had contact with someone with a confirmed case of COVID-19;
• Have arrived in Australia from overseas in the last 14 days; or
• Are feeling unwell with flu-like symptoms such as fever, cough or sore throat.

Health Insurance customers who are unable to visit a Bupa Health Insurance store are encouraged to contact us on 134 135 or visit bupa.com.au for any enquiries.

Optical customers can also purchase our full range of contact lenses online, as well as selected sunglasses and prescription glasses. Visit our Bupa Optical website.

Dental

For our Bupa Dental patients, we’re open again and able to take appointments for all your dental care needs.

We continue to operate with safety measures to help minimise the risk of COVID-19 exposure within our dental practices. These include:

• Standard infection control procedures to reduce the spread of any infection;
• The use of personal protective equipment (PPE) for all treatments such as standard level 2 surgical masks, protective eyewear and gloves;
• Strengthened cleaning procedures, including actively promoting the regular use of antibacterial hand sanitiser and surface wipes;
• Stringent personal hygiene measures for our people;
• Requesting patients reschedule their appointment if they are or have recently been unwell, or are experiencing any flu-like symptoms; and
• Touch-free temperature checks for our patients.

If you have an enquiry, please call your local Bupa Dental practice.

Bupa Medical Visa Services

We will reopen our Bupa Medical Visa Services’ Melbourne centres and regional Victorian partner clinics.

Our safety and physical distancing measures continue to ensure we can provide a safe and hygienic environment. Please visit the Home Affairs website for more information or your Visa Processing Officer.

Bupa Aged Care

From midnight tonight our Victorian care homes will open for limited visitation.

Visitors from the one household can now visit their loved one, once a day. Individual exemptions may be granted by each care home General Manager, on a case by case basis.

Our team will continue to closely monitor the health of our residents and screen all team members and visitors for high temperatures, prior to entry. All employees will continue to wear surgical masks and eye protection at all times while in the home.

UPDATED Friday 12 February 5:00pm

Health insurance, Optical and Hearing customers

Following the Victorian government’s decision to reintroduce five-day Stage 4 restrictions to Victoria, we will temporarily close all of our Health Insurance stores in Victoria until Thursday 18 February.

Health Insurance customers who are unable to visit a Bupa Health Insurance store are encouraged to contact us on 134 135 or visit bupa.com.au for any enquiries. Throughout the pandemic, we have seen an increase in customers calling contact centres. This is leading to short delays at times and we ask for your patience as we respond to customer queries.

A limited number of Optical and Hearing stores will remain open for urgent eye care and by appointment only, these are:

• Bourke St
• Werribee
• Camberwell

Customers with existing appointments up to Wednesday 17 February or with pending collections will be contacted to discuss their specific circumstances.

Customers can also purchase our full range of contact lenses online, as well as selected sunglasses and prescription glasses at our Bupa Optical website.

As the situation evolves, we will keep you updated if the list of open stores changes.

Aged care visitors

In line with new Victorian Government directions, and to help protect the health and safety of our residents and employees, we will temporarily close all our Victorian aged care homes to visitors from Saturday 13 February. There will be some compassionate exceptions, so we encourage people to check in with the care home directly to discuss their specific circumstances.

We know these restrictions can be difficult for our residents and their loved ones, and we are continuing to facilitate video and phone calls to make sure they can stay in touch during this challenging time. We will continue to closely monitor the situation and government advice and keep our residents and their families updated.

Bupa Medical Visa Services

We will temporarily close our Bupa Medical Visa Services’ Melbourne centres and regional Victorian partner clinics, from COB today Friday 12 February until at least Thursday 18 February

All bookings from Saturday 13 February until at least Wednesday 17 February (inclusive) will be cancelled, and will need to be rescheduled.

Customers who either require or have booked a visa medical examination, please refer to our Bupa Medical Visa Services website for the latest updates.

Dental customers

On advice from the Australian Dental Association Victorian branch, patients can only visit Bupa dental practices for limited emergency dental treatments from Saturday 13 December. If you have an appointment booked in the coming days or require emergency treatment, please speak to your practice directly.

UPDATED Monday 20 October 3:00pm

Reopening of Bupa Medical Visa Services in Victoria

Bupa Medical Visa Services’ two Melbourne centres, and our Victorian regional partner clinics, reopened on Monday 28 September

Please visit the Home Affairs website for more information or your Visa Processing Officer.

Victorian customers

From Monday 5 October we commenced a two-phased approach to reopening our Victorian Health Insurance retail stores.  

The first phase of Bupa's Victorian Health Insurance store reopenings will begin in Regional Victoria with three stores opening on Monday 5 October:

• Geelong
• Bendigo
• Ballarat 

Melbourne metropolitan retails stores will reopen on Thursday 5 November.

All of our Victorian Optical & Hearing stores in Victoria are open for appointments and walk-ins.

We continue to monitor the situation in line with Government and clinical advice. As the situation evolves, we will keep you updated if the list of open stores changes.

Customers outside Victoria

The majority of our Health Insurance stores, dental clinics and Optical & Hearing stores have re-opened with strict infection control measures.

To help us protect the health and safety of our customers and employees, please do not visit our stores, practices or care homes if you:

• Have had contact with someone with a confirmed case of COVID-19;
• Have arrived in Australia from overseas in the last 14 days; or
• Are feeling unwell with flu-like symptoms such as fever, cough or sore throat.

Read more about the measures we’re taking to help our customers in each of our businesses below.

Health Insurance

To ensure the safety of our customers and employees in our stores, we are implementing strict hygiene and social distancing measures. Updates on store openings and operating hours can be found here.

Customers who are unable to visit a Bupa Health Insurance store are encouraged to contact us on 134 135 or visit bupa.com.au for any enquiries.

Throughout the pandemic, we have seen an increase in customers calling contact centres. This is leading to short delays at times and we ask for your patience as we respond to customer queries.

We are also deferring the October 1 premium increase for customers on JobSeeker and JobKeeper for 6 months (read more here) and will be providing more than $50m in assistance for customers suffering financial hardship due to COVID-19 (read more here). All Bupa customers with a hospital policy will be covered for COVID-19 related claims, irrespective of the terms of that policy (read more here).

Aged Care

We are very mindful of the need to take every possible step to protect our aged care residents from COVID-19. We have strong infection control measures in place across all our care homes and have introduced rules in each state to help protect the safety of our residents and employees. Read the latest Bupa Aged Care updates here.

We also want to help our residents feel connected during this time. See how you and your family can get involved by sending letters and pictures to our residents here.

Dental

For our Bupa Dental patients, we’re open and able to take appointments for all your dental care needs.

We have introduced a number of safety measures to help minimise the risk of COVID-19 exposure within our dental practices. These include:

• Standard infection control procedures to reduce the spread of any infection;
• The use of personal protective equipment (PPE) for all treatments such as standard level 2 surgical masks, protective eyewear and gloves;
• Strengthened cleaning procedures, including actively promoting the regular use of antibacterial hand sanitiser and surface wipes;
• Stringent personal hygiene measures for our people;
• Requesting patients reschedule their appointment if they are or have recently been unwell, or are experiencing any flu-like symptoms; and
• Touch-free temperature checks for our patients.

If you have an enquiry, please call your local Bupa Dental practice.

Optical & Hearing

For our Bupa Optical & Hearing customers, our stores are open again across all states.

We have increased our cleaning and hygiene measures to help ensure all of our open stores are safe for you and our team, including:

• Hand sanitiser;
• 1.5 metre physical distancing;
• Limited customers in store; and
• Increased cleaning.

Find out more about our locations here. Customers can also purchase our full range of contact lenses online, as well as selected sunglasses and prescription glasses. Visit our Bupa Optical website.

Where can I find out the latest Government information?

The Australian Government’s Department of Health and the New Zealand Government’s Ministry of Health are the best places to get the latest information on the coronavirus, and information on testing.

Media reference number: 20/073

To help you get a better understanding of the current state of play, Bupa’s Director of Clinical Governance Dr Zoe Wainer answers some of the most commonly asked questions.

Why is it important to have a COVID-19 vaccine?

The aim of a vaccine is to stimulate our immune systems to defend us against a disease. Equipping our immune systems against COVID-19 should help us to either not develop COVID-19 in the first place, or have the ability to fight the disease better if we get it so that we experience less serious effects.

Will a COVID-19 vaccine be effective?

If a COVID-19 vaccine passes the effectiveness criteria of various medicine authorities around the world and is approved for sale, it will likely have been shown to make a notable difference in reducing or preventing illness due to COVID-19.

However, we’re not sure yet how long immunity to COVID-19 from a vaccine might last, and immunity after vaccination can differ between age groups, biological sex, ethnic backgrounds, and other individual factors. So there are still questions that need to be answered from published, peer-reviewed results of current trials of vaccine candidates.

Will a COVID-19 vaccine be safe?

Vaccines go through a stringent process to ensure they are safe including being trialled on thousands of people to make sure they’re generally safe and effective for healthy people, and to uncover possible adverse effects before they go to market. They also must be approved by regulatory authorities such as Australia’s Therapeutic Goods Administration or New Zealand’s Medsafe. So you can rest assured that vaccines approved in Australia and New Zealand, including the annual flu vaccine, are generally safe for that reason.

When are we likely to see a COVID-19 vaccine available?