Questions concerning CoronaVirus (covid-19)


We have put together these FAQs to assist people when reading information provided by government sources. They cannot cover every scenario and are not to be used as recommendations. They are intended as suggestions and a guide to support clients and carers.

Key Information

All people in the UK have now been instructed to stay at home, except for very limited purposes. Further details can be found at NHS general advice link below.

If you're at particularly high risk, you will be contacted by the NHS by Sunday 29 March 2020. Do not contact your GP or healthcare team at this stage – wait to be contacted. These people will be advised to "shield" for a period of 12 weeks , which involves not leaving the home and maintaining a distance of 2m to other people in their home. More information can be found at the link below on "shielding".

If a care worker experiences symptoms whilst away from the home of a customer, they must self isolate in their own home. SuperCarers can help to find a replacement carer, but customers should also be considering contingency plans.

If a carer needs to self-isolate and so must cancel their shifts, according to our cancellation policy customers are not required to pay them. However, given the extraordinary circumstances and that this action is designed to keep their clients safe, we would ask customers to pay their carer for 7-days (our cancellation policy is 14 days) and SuperCarers will waive any commission on these payments as a reflection of this goodwill. Of course, if families can do more to support their care workers, this is welcome. The care workers on the platform are self-employed and rely on their income from every shift.

If a customer has symptoms, government guidelines are that home care can still continue with additional precautions. However, if care is not essential (e.g. companionship) we would encourage a discussion about whether care continues.