Details of adult social care during the Coronavirus outbreak.

Other service disruption

You may also be interested in the service disruption to other areas.


This information is for people, or their family and friend carers, who use our adult social care services.  It includes information for people with a direct payment.

Contacting us

As well as responding to Covid-19 and supporting people who have a diagnosis or who are recovering, we remain open for business.

If you have other issues in your life that might need help from adult social care or public health, please get in touch.

If you or a family member need advice about care and support, either in a residential setting or at home, or if you or someone you know is at risk of harm you should contact our Customer Service Centre on 01609 780780.

The Centre is open seven days a week 8am to 5:30pm.  The Emergency Duty Team is available from 5.30pm to 8am for social care emergencies.

Support for care homes

You can find out more about the support we've put in place for care homes on our care market resilience page.

Read the  care home designated visitor guidance (pdf / 637 KB)

Find out about  visiting your relative or friend who is living in a care setting (pdf / 348 KB).

How might my care be affected?

You may be contacted by your provider to check how you are feeling and whether you have any symptoms. You should tell them immediately if you have any Covid-19 symptoms.

If you are experiencing or displaying any of the symptoms, you will still get the support you need. However, your care workers will wear protective clothing whilst visiting and will ask you to wear a face mask.

We know this might be difficult for some people, particularly people with dementia or some disabilities, and we will work with you, your family/friends and other people who know you well, to agree how we can best protect you and our staff.

Support with my medication

We will continue to support you with your medication management as part of your care package.

You should continue to order and collect your medication as you do now. If necessary, we may need to change how we support you with your medication. This might be getting more support from your family and friends, or organising our visits in a different way. If we need to do this, we will contact you or your family or carers to let you know.

Changes for people who use direct payments

We have developed a range of fact sheets and information for people who use direct payments which you can find on our direct payments page

If your care needs can’t be met by your normal arrangements, for example your care provider can’t deliver your care and support, or your Personal Assistant becomes ill, please contact us on 01609 780780.

Changes to Day Services, Respite Care and Short Breaks

Because of social distancing, we have decided to stop day services we provide for older people in our care homes.

If you or someone you know usually use our day or respite care services, you will already have received a letter from us to tell you about those changes and where you can get additional support if you need it.

Many Learning Disability day services are also closed but there is a limited service in some areas. Please contact the manager of your local service for the most up to date information.

At the moment we have no plans to change short breaks. We will let people know if there are any changes.

Update on 28 July 2020: the decision to temporarily stop day services is currently under review and we will update when possible.

What about paying for social care and support?

If you are already paying for care and support, there will be no changes to the way you do this. There may be changes for people who start using services.

If you are waiting to talk to someone about payment arrangements or a financial assessment, we will be in touch with you as soon as possible; you don’t need to do anything at the moment.

Visiting friends or relatives in a care home

The Government has produced guidance to help care homes think about how to allow visits and keep everyone in the care community safe.  The guidance recommends that one designated person is allowed to visit each week, for a short amount of time.  Visits can take place in several different ways depending on the care setting, including:

  • Virtual visits using video calling such as WhatsApp or FaceTime
  • Garden visits
  • Window visits

We have produced a  guide for families (pdf / 358 KB) and  easy read version (pdf / 1 MB).  Please contact the home to see how they can help you visit your loved ones. 

In our NYCC care homes we will be following the guidelines, agreeing with our residents who they would like to be their designated visitor, and following strict hygiene controls.

Extra Care services are provided by different housing providers, who have made individual decisions about arrangements for visitors. You will need to contact the relevant housing provider for a service to find out what these are.

We may cease or temporarily pause visits if required due to local transmission rates or outbreaks within the care setting.

We will review the guidance alongside government updates on a regular basis. 

Deprivation of liberty

The Department of Health and Social Care recently released guidance for using the Mental Capacity Act and Deprivation of Liberty Safeguards (MCA DoLS) during the current COVID-19 pandemic. You can more information, including a decision-making tool, one our deprivation of liberty page.

I get my care from family / friends. What if they can no longer support me?

If your carer becomes ill but you also have paid support, you or your carer should contact your care provider.

If you do not have anyone else who can provide support, you or your carer can call us on 01609 780780, every day between 8am and 5:30pm and we will direct you to the right support.

You can find more information on our help for you during coronavirus page.

Accessible Information on Coronavirus

An  easy read version about our service changes can be found here (pdf / 2 MB).

You can find a range of information about coronavirus in accessible formats on our North Yorkshire Partnerships page

Frequently asked questions

We have received lots of questions over recent weeks about our response to the pandemic. You can  View frequently asked questions (pdf / 554 KB) about our services.

If you need any further information you can speak directly to the team supporting you, or contact us by email at HASCovidComms@northyorks.gov.uk.