COVID-19 advice

Last updated: 11th February 2021

Since receiving news of the COVID-19 outbreak, we have followed all UK Government and Public Health England guidelines and best practice to ensure everyone at the Hospice and across our other sites are protected as much as possible.

Our main priority will always be keeping our patients, their relatives, friends, our staff, volunteers and the wider community safe.

We have taken significant steps to mitigate the risk of anyone visiting LOROS contracting COVID-19. However, to be transparent this does not mean there is no risk of catching COVID-19 as a result of coming to the Hospice site

Please note: Enhanced restrictions now apply. We will continue to monitor the situation and update this information on a regular basis in accordance with local and national guidance.

Information about our services

Many of our services are being delivered differently during these challenging times, please see the below information on specific service delivery:

· We will continue to operate our 31-bed Ward, but with restrictions on visitors (please see ‘Information for visitors’ below)

· We will offer over-the-phone or video Counselling sessions, instead of these taking place at the Hospice.

· We will offer over-the-phone support and advice to our Day Therapy patients, instead of bringing patients and family members into the Hospice. We’ll phone all new referrals and current patients.

· From 7th December a small number of patients will be attending our Day Therapy service Monday – Friday, following national guidance including appropriate social distancing and the wearing of face covering. All other current patients and new referrals will receive over-the-phone support and advice.
We are now offering Day Therapy virtual sessions for chat and conversation, with a different theme each time. These sessions are also open to those who were attending our well-being drop-in on Tuesdays.

· All Lymphoedema and Outpatient appointments will be assessed by the appropriate clinician to identify individual patient’s needs and a member of staff will then call you to discuss the options and if you need to be seen this will be either via video link or at the hospice.

· We will offer over-the-phone Home Visiting service support, instead of a member of the team or a volunteer visiting you in your home.

· Our Community Nurse Specialist team will contact you prior to visiting, and will provide advice over the phone and if you need to be seen this will be via video link or in your homes as required.

Information for visitors

A COVID-safe environment

The Hospice continues to review the latest guidance and practices available to ensure a COVID-safe environment for everyone.

If you are visiting a patient on our Ward (please see the restrictions below), please note the guidance for how to move around within the Hospice. This is to minimise the number of people passing each other (face to face) in corridors.

Please can all visitors take note of the signage and floor markers which will indicate the direction of travel and please keep to the left if you are using the small section of two-way corridor.

Visiting patients

Following the most recent national lockdown related to the rising numbers of COVID-19 cases and the new variant of the virus, which is more easily transmitted, we have had to severely restrict visitors to the Hospice. We are sorry for the understandable distress this will cause to patients families and friends but is necessary to help us to keep our patients safe and also help protect the staff caring for them.

An additional measure to reduce the risk of passing on the virus is the introduction of testing for all visitors (including children) to the inpatient ward. Before being able to visit relatives will have to have a test for COVID-19 using a Lateral Flow testing device (LFD) which produces a result within 30 minutes. A test is required every 3 days or within 72 hours of a visit and must be booked in advance via the following number : 07843 452715. The phone line to book tests will be open Monday to Friday, 10am to 2pm. More information regarding the testing can be found here. Please read this carefully to ensure you are fully informed about the process and what to expect. Hard copies are available at the hospice if required. If you do not wish to have a test unfortunately you will not be able to visit.

Visits to patients on the Ward

Visiting is restricted to one person for one hour a day. This will either be following a LFD test as outlined above or during one of the following time slots if you are visiting on a day you do not require a test:

2.00pm – 3.00pm

3.30pm – 4.30pm

6.00pm – 7.00pm

This can be different people each day, but is restricted to immediate family only. Please can families help us to manage this by relaying this message to their wider family members and friends.

When patients are in the last hours of life we will, wherever possible support additional visits for immediate family members. In these cases we will discuss with families any requirements necessary to ensure this is done safely. At these times you may be exempt from having a test before visiting.

If a patient has suspected or confirmed COVID-19 visiting is not allowed. Immediate family members can have one individual visit in the last days of life during the above time slots. A LFD test is still required prior to these visits. Please can families help us to manage this in liaison with the Nurse in Charge.

Virtual visiting can be offered via a smart phone or iPad.

We appreciate that this is very difficult for patients and their families but these restrictions are in place to protect patients and staff from the consequence of this potentially life threatening virus.

*Immediate family members are – partners, parents, siblings, children (younger children and grandparents with agreement).

Visitors to all patients

All visitors will be asked to wear the relevant personal protective equipment (PPE) throughout their visit for their own and others safety.

You will be advised on this when you arrive, but everyone will be asked to wear a surgical face mask and gloves.

We acknowledge that these restrictions are severe and we can only apologise for any distress this causes to patients, families and friends.

We must however stress the importance of everyone adhering to these requirements to help us to keep our patients safe and also help protect the staff caring for them.

If you have any concerns, please raise these with a member of the Ward team.

Additionally, the following restrictions remain in place:

  • Those under 16, over 70, or anyone with a known underlying health problem should not come to the Hospice.

  • Anyone experiencing any symptoms of COVID-19 (e.g. high temperature, new continuous cough) or living with anyone with these symptoms must not come to the Hospice.

  • Visitors are only allowed to be in the patient's room and must not congregate in any other area of the Hospice.

  • All visitors must wash their hands on arrival and/or use the hand gels available on reception and at the entrance to the Ward.

  • All visitors must also practice the recommended safe distance of two metres between themselves, the person they are visiting, and the staff on the Ward.

  • All visitors that have travelled from outside the UK, or have returned from a holiday outside of the UK, must adhere to government guidelines with regards to self-isolation. Pease visit the UK Government website for up to date travel and self-isolation advice.

Support for relatives and Virtual Visiting

We recognise that these restrictions on visiting your loved ones during this time is upsetting and may cause some distress.

We would encourage where possible that you telephone, Skype or Facetime. We have equipment available on the ward that can be utilised if the patient does not have their own device. Staff can help patients to receive video calls if required.

It would be really helpful if you spoke to a staff member and a negotiated time could be agreed to facilitate this.

This guide will show you how to make a video call using a smartphone, or receive one using your computer - or help you explain how to do so to others. We think this is a great way for you to 'visit virtually' to keep in touch with loved ones and help keep everyone safe.

We are also happy for you to email your loved one using Ward1User@loros.co.uk

This inbox will be checked twice a day; the message will be printed and personally given and/or read out to your relative. If a reply is requested we will help with this. Please remember that messages will be accessed and read by our staff, and it is not a private inbox.

If you feel that it would be helpful to receive some extra support during this challenging time, please talk to one of our ward nurses who can make a referral on your behalf to either a member of our counselling team or chaplaincy team.

Thank you for your support and understanding during a very challenging time for all of us.

Other visitors to the Hospice

Visiting the Hospice chapel and Memory Tree

We know that families and friends find comfort in coming to the Hospice to visit the chapel and/or the Memory Tree to remember their loved one.

In normal circumstances we would welcome this, and hope that this will be possible again soon. The current COVID-19 pandemic means that unfortunately we are unable to allow these visits at this time. We are trying to reduce the number of people visiting the Hospice to help keep our patients and staff safe.

We have been helping to keep families in touch with the Hospice by sending them photos of their leaf to mark special occasions and are in the process of developing a number of initiatives, to help you keep in touch as much as possible during these challenging times. We hope you understand the reason for our current restrictions and we look forward to seeing you back at the Hospice when it is safe to do so.

Visiting for education and training events

We have made the decision to postpone all non-essential face-to-face training programmes and events. We are exploring options where possible to deliver training virtually and will communicate these options with you as soon as possible. If you have any queries relating to your booking please email lpdc@loros.co.uk

Information for people wanting to make monetary donations at the Hospice

Now, more than ever before, we need the help and support of our community so that we can continue to provide vital care to our patients, and support their friends and relatives. Please can we encourage you to make all your monetary donations online at loros.co.uk/donate

Thank you for your support.

Information for ALL visitors

In addition to the above, please do not come to the Hospice if

  • you have travelled from outside the UK, or have returned from a holiday outside of the UK, from a country where self-isolation is required. Pease visit the UK Government website for up to date travel and self-isolation advice.
  • you have been in contact with someone with a confirmed case of coronavirus.
  • you are concerned you have any of the symptoms.

What are the symptoms?

  • a high temperature - you feel hot to touch on your chest or back
  • a new, continuous cough - this means you've started coughing repeatedly
  • loss or change to your sense of smell or taste – this means you've noticed you cannot smell or taste anything, or things smell or taste different to normal

If you are displaying any of these symptoms, you should stay at home for 7 days.
If you live with other people, they should stay at home for 14 days from the day the first person got symptoms.
This will help to protect us, and others in your community while you are infectious.

Please visit the NHS website for the latest information.

Information for fundraising event attendees

Latest published advice has strongly advised against all public gatherings over a certain number of people.

As many of our supporters will know, the fundraising work we do helps ensure that our patients and their families can receive the care they need, free of charge, at the time they most need it. A big part of this comes from people taking part in our events and the sponsorship they raise at our events.

We are currently in the process of finding alternatives for some of our upcoming LOROS events and will be updating all affected participants.

Please check our event page for up to date information. We thank you for your patience and understanding at this time

We recognise how much these events mean to you; from every £1 you’ve raised in sponsorship, through to the weeks and months of training you have committed. These events and the valuable funds they raise are equally as important to the team here at LOROS.

Information about LOROS shops, accepting donated items and our collection service

In line with Government announcements, our shops in Leicester and Leicestershire will close on Wednesday 30th December. Our shops in Oakham and Rutland will remain open.

Donating items

Our warehouse is now closed and unable to accept donations.

Shop online

We would also like you to consider supporting us by shopping with LOROS online where you can get lots of goodies and our eBay shop is a brilliant place for unique and special gifts.

The impact of COVID-19 is devastating and we stand to lose £2.3 million this financial year. We need your support now, more than ever. Please help us to be here for those that need us the most.

Information about the LOROS Lottery

To all of our supporters who play our weekly Lottery, thank you!

Your support is vital, now more than ever before! It means that we can continue to provide patient care and family support, during these difficult and unprecedented times. Our patients still need us!

We endeavour to make informed decisions based on official guidance and advice given by the Government. It is our priority to continue to provide a service, whilst keeping us all safe. Until April 2021 cash collections will be suspended, all players affected will be written to.

We’d like to remind our players that if you are due to make a payment during this time, you have a number of options:

Post a cheque
Made payable to LOROS Lotteries Limited, LOROS Lotteries Limited, Groby Road, Leicester LE3 9QE, quoting your name and address.

Pay/renew by card over the phone
Call us on (0116) 231 8430.

Pay/renew by card online
Select “I am an existing Lottery player” and quote your lottery number if known. Online card payment options are £13, £26 or £52 per number.

Pay/renew online by Direct Debit
Select “I am an existing Lottery player” and quote your lottery number if known, or call the Lottery office to set up your direct debit over the phone (0116) 231 8430.

New Player
If you’d like to sign up to the lottery as a new player, join us here.

Please note, the Lottery office will remain open, but with limited staff during this time. If we are forced to close, then the answerphone will be on for messages to be left. These messages will be picked up periodically. You can email us at lottery@loros.co.uk, this will be monitored during office hours.

LOROS Lotteries Limited is licensed and regulated in Great Britain by the Gambling Commission under account number 34543.

For more information

It is important that we take all reasonable steps to protect those using our services, as well as those working and volunteering across all of our sites. For further information on COVID-19, please visit:
The gov.uk website
The NHS website



We will continue to monitor the situation daily and will always put the safety of our patients, their relatives, friends, our staff, volunteers and the wider community first.