Visiting residents

Visiting residents

We offer a wide range of visiting options to see your loved one and an online booking system is available to support you

The health, safety, and wellbeing of our residents, patients and staff are always our top priority and we are continuing with our robust and comprehensive plans to continue to keep our residents and patients as safe and protected as possible. We have very few residents or patients who have tested positive for COVID-19 through our continued regular testing, and the majority of those that have tested positive are either asymptomatic or have very mild symptoms.  This is such a relief for everyone and gives us great confidence in the amazing vaccination programme. Our plans are kept under regular review and are updated as and when advised by the public health authorities. For more information on our current visiting guidelines for Barchester homes in England, Scotland, Wales and Jersey please click here.

We understand how important it is for residents, patients and their family and friends to be able to spend time together in the safest way possible. We’re delighted that all of our homes and hospitals offer a wide range of visiting options including in-bedroom visiting for designated visitors who must be tested before entry, outdoor visiting when the weather permits and visiting via our visiting suite. The visiting suite has been designed with both comfort and safety in mind, and is accessible internally by residents and externally by visitors. The suite is similar to a living room with comfortable furnishings and heating to create a welcoming and warm environment for residents to continue to spend time with their loved ones as an alternative to visiting indoors in bedrooms.

Our online visitor booking system is available to help our teams manage visiting as effectively as possible, and also allows you, as the visitor, an easy to use system to plan your visits.  This will enable you to book visits online for those able, and enable us to manage the volume of visitors and track and trace in a more co-ordinated way. If you do not have access to the internet there will be an option to telephone to secure a visiting slot.

Please note that all visiting must be signed off by the local director of public health or local health protection team and the General Manager or Hospital Director may have to sadly postpone visits at any time without notice, should they be advised to do so for the safety of all as instructed by government or local public health authorities. This may result in visits being cancelled at short notice, but rest assured we will do our best to give as much notice as possible as we know how important visiting is.

You are able to book a visit using the button below and selecting a home from the drop down list. Alternatively you will be able to book a visit directly through the homes website by clicking ‘Visit a Resident’ on their homepage.

Click here to book a visit Book a visit to see a resident

Visiting FAQs

What is Barchester Healthcare’s approach to visiting?

It is vital that we maintain the infection control we have in place in our homes and hospitals at present. Visiting is not as it was pre Covid-19 and all visits must be booked and planned and only permitted if the service is safe to receive visitors.

To see our visiting rules and procedures for all localities, please use the links below:

Visiting Rules and Procedures in England

Visiting Rules and Procedures in Scotland

Visiting Rules and Procedures in Wales

Visiting Rules and Procedures in Jersey

Who can come for a visit?

Anyone can visit a resident/patient living in our homes and hospitals and we have a range of visiting options to support this. We ask that only designated and named visitors visit indoors and that testing and meet & greet protocols take place before entry. Please contact the home/hospital and discuss with them what visiting options are available to you.

When is visiting permitted?

We are offering visiting 7 days a week in all of our services. Sadly, visiting can be postponed temporarily, for example if there is a new Covid-19 case or change in government or local public health guidance, and therefore may be subject to last minute change or cancellation. We will do our best to contact you in advance if this happens.

Which residents/patients will be permitted a visit?

All residents and patients in Barchester services should be supported to have a visit wherever possible.

How do we safely permit a visit for a resident/patient who cannot social distance?

For residents/patients who cannot observe social distancing we offer a range of visiting options including our comfortable visiting suite, window visits or indoor bedroom visiting with the protection of PPE and testing for designated named visitors. Please contact the care home/hospital for more information.

How do I book a visit?

Please click here book your visit. Alternatively, please use the drop down list at the bottom of this page or visit the homes website where you can book a visit by clicking 'Visit a Resident' button at the top of the page. We would appreciate your support to ensure that only one slot per resident is booked and that you support us in making the visiting approach fair for all. 

How far in advance can I book my visit?

Bookings can be made 28 days in advance. 

How do I know my booking is confirmed?

You will receive an email confirmation once you have selected your booking time. You will also receive a SMS text message as a reminder in advance of your visit.

How do I amend or cancel my booking?

You can cancel your booking by clicking the link in your email confirmation, or alternatively please contact the home for support.

What infection control measures do I need to follow on the day of visit?

Infection control remains to be incredibly important at this time. We will ask you to arrive in a face covering and follow our stringent meet & greet protocol on arrival, this includes having your temperature taken, washing your hands and confirming you are feeling well and haven’t experienced any symptoms at present or been exposed to another with Covid-19.  If you are visiting inside the care home, we will also ask you to complete a Lateral Flow Device test in line with government guidance which can take up to 30 minutes to complete. Please comply with government guidance at all times including social distancing.

What should I do when I arrive for my visit?

Designated visitor – Indoor Bedroom Visit

When you arrive at the home, please let the home know. Someone from the home will then give you a Lateral flow device test so that you can test yourself, please note that can take up to 30 minutes to get the results of the test. If the test is negative, you will be able to enter the home following normal meet and greet and infection control protocols in place. If your result us positive, you will not be able to enter the home and will need to organise a PCR test for yourself.

Visiting Suite and Outdoor Visit

We would ask please that each visitor stays within their car until 5 minutes before their scheduled visit time. At 5 minutes before your visit time we would ask you to stand near the entrance to the visiting area at a safe social distance from any other visitors until you are escorted by a member of staff to your outdoor visitor area or visiting suite.

What are the Terms and Conditions of visiting?

The terms and conditions for visiting will be emailed to you upon confirming your visiting time and displayed in the home. The details we share with you form the conditions of our code of conduct and must be adhered to at all times. Any failure to comply with the measures listed may unfortunately result in your loved one having to isolate for their safety for 14 days in line with government guidance.

Why do you need all my contact details for the visit?

Each visitor must provide contact details in order to participate in the country specific testing and tracing programmes in place. If there are any cases of Covid-19 that may impact you we would then be able to provide your details to public health authorities in line with the guidance.

Book a 30 minute resident visit

Select the home you would like to visit from the dropdown list below:

Visiting a patient in our Independent Mental Health Hospitals and Complex Care Services

If you would like to book a visit to see a loved one at one of our Independent Mental Health Hospitals or complex care services, please click on the appropriate link below to take you through to the booking page for that hospital/service:

Arbour Lodge Independent Hospital

Billingham Grange Independent Hospital

Briardene Care Home

Castle Lodge Independent Hospital

Forest Hospital

Jasmine Court Independent Hospital

Windermere House Independent Hospital

Visit rules and procedures


If you are visiting a Barchester Healthcare care home it is important that you do so safely, and in a way that minimises the risk of infection to our residents, patients and staff. Therefore, before visiting and whilst on site, please follow this simple guidance:

  • If you are displaying symptoms please do not visit
  • Hand washing - It is important that you wash your hands thoroughly before you visit the care home or hospital, and on arrival, as well as regularly if you enter the home or hospital. Please make sure you wash your hands for a minimum of 20 seconds, using either hot water and soap or 60% alcohol sanitiser gel. The NHS has a video guide to effective handwashing, which you can see here
  • We will also ask to take your temperature. For some visits indoors, when appropriate, we may provide you with personal protection equipment (PPE) that must be worn at all times. In addition, a staff member may escort you to the relevant area and back again

There is country specific visiting rules and procedures outlined below. Please make sure you read these documents before visiting our care homes.

Useful information to prepare for your visit

For homes in England

Please click the button below to read our visiting rules and procedures for our care homes in England.

Download our visiting rules and procedures

For homes in Wales

Please click the button below to read our visiting rules and procedures for our care homes in Wales.

Download our visiting rules and procedures

For homes in Scotland

Please click the button below to read our visiting rules and procedures for our care homes in Scotland.

Download our visiting rules and procedures

For homes in Jersey

Please click the button below to read our visiting rules and procedures for our care homes in Jersey.

Download our visiting rules and procedures