This is the full guidance. It's a big one! If you're looking for something specific and want a quick link, take a look at these guides:

  1. How to deliver food and general shopping
  2. Collecting prescriptions for someone in isolation
  3. Topping up an electricity or gas card or key
  4. Taking payment

Performing safe deliveries

Payment: Ensure that you use contactless payment where possible and minimise all handling of cash

Delivery and collection: You should ensure that you are acting responsibly and practicing social distancing both during the delivery and when collecting the goods. 

  • Wash hands regularly and thoroughly
  • Use anti-bacterial hand rubs regularly and thoroughly 
  • Use disposable gloves
  • Ensure that you do not volunteer for delivery roles / any roles where you will come into contact with others if you develop symptoms or if anyone in your household has symptoms (as per government guidelines) or if you live with someone who is in an at-risk group 
  • NEVER enter anyone else’s house 

Hygiene: When performing deliveries please either wash your hands or use antibacterial hand gel before and after the delivery is performed before and after handling shopping, shopping bags, prescription medication etc. 

For more information on Coronavirus and surfaces follow this link to The World Health Organisation.

Safeguarding against crime: When performing any deliveries, please ensure that you have discussed with the individual in advance and confirmed:

  • Your full name 
  • The agreed codeword that can be shared to confirm who you are 

This will foster trust within the community and help avoid any scammers posing as Nunhead Knocks.

Do not retain anything to do with personal data (e.g. a prescription), please ensure that you give this to the person that you collected for in order to minimise data protection breaches.

Keeping yourself safe

If there is an emergency or if Nunhead Knocks need to contact you urgently we will contact you via your mobile phone number provided. The zone coordinators or your local team lead will do this. Similarly, if you feel that in the course of your volunteering there is anything that puts you at risk/you feel uneasy about/you feel you should report then please contact your team lead or zone coordinator who will channel this centrally.

Picking up and delivering prescriptions

Before collecting the prescription, please ensure you have spoken to the individual and confirmed that their prescription has been sent to the pharmacy. Ask the person whose prescription you are collecting for their: 

  • Full name
  • Date of birth
  • Address

Does the person you are collecting for usually pay for their prescription? 

  • If yes, arrange to pay for items ahead of time and collect payment when dropping off the prescription
  • If no, check which exemption they qualify for (ticking the wrong box can lead to a £100 fine!) 

Is the person receiving antibiotics or just their regular monthly supply/amount? 

Be sure to check that the items you are given by the pharmacy are what the person is expecting. Often people are expecting antibiotics but only receive their non-urgent medication.

Does the prescription contain any items that must be kept in the fridge? 

Most prescription items that must be stored in the fridge can only be left out at room temperature for around 30 minutes before needing to be refrigerated again. Factor this into your delivery time.

Does the prescription contain any items that are designated controlled drugs, usually for pain, such as morphine, oxycodone, buprenorphine? 

If yes, you will need to present photo ID (driver's licence, passport) when collecting the prescription.

How to collect the prescription

Tell the pharmacist that you are collecting a prescription on behalf of someone else and provide the person's details. You will be asked to sign the back of the prescription. Tick the appropriate prescription exemption or pay the prescription charges and retain the receipt for the person you are collecting for.

You may be asked to present your ID as you are picking up on behalf of someone else so please carry ID with you. The pharmacy may call the person to confirm that they are expecting someone else to collect on their behalf.

 Do not open the prescription bag to avoid contaminating the items inside.

 As with all tasks, please ensure you wash your hands prior to going to the pharmacy, practice social distancing, and take hand sanitiser. Once delivered, you should wash your hands again as soon as you return home.

 Where possible, please take an insulated bag with you to keep prescriptions cold if needed. Please ensure that the bag is new or disinfected with you to collect the prescription and ask the pharmacist to place it directly in the bag to avoid unnecessary contact.

 For all refrigerated prescriptions, these should be delivered within 15 minutes of collection. Some prescriptions carry a high street value, so please ensure that you place prescription bags out of sight.

 When delivering the prescription:

  • Stay 2 metres away from the person who is in isolation at all times
  • Place the items outside their door
  • Call the person to let them know you are outside (to avoid touching doorbells, knockers etc.) If they live in a block of flats or other building with a communal entrance accessed by a buzzer, call/text and ask them to buzz you in, rather than pressing the button. If not possible, try and ring the doorbell with (for example) your elbow.
  • Step away at least 2 metres. You must ensure that the individual picks up the prescription. If they do not answer, try to contact by other means, e.g. phone. 
  • Prescriptions cannot be left on doorsteps. If you can’t make the delivery, please liaise with the individual, or your zone co-ordinator on next steps.

Sensitive information: Prescriptions are private, and under no circumstances should you try and identify the contents of the prescription, nor discuss this with the individual, unless absolutely necessary. Should the individual disclose the information voluntarily, please be mindful and do not share the information on text messages or with others.

Picking up and delivering food shopping

If you have been tasked with a food/toiletries shop on behalf of an individual, you should speak to them to confirm what they want. 

Questions to ask:

  • Sizes/numbers of items, e.g. 2 packs of rice, 1 litre of milk, 5 Bananas
  • Type – flavour, brand, etc. (for milk ask whole/semi-skimmed etc)
  • If they have a preference for where you get the items, or know somewhere in particular that stocks the item
  • Whether they have a price limit on any items/overall
  • Whether or not they would be happy with a close alternative if you can’t get the exact product they want
  • How urgent their need is, e.g. are they going to run out of something today/tomorrow?
  • Do they have any allergies?

Please confirm with the individual when you think you will be able to do their shop and deliver the items. It may be a good idea to ensure you have their number when you are shopping in case there are things you need them to confirm.

Once you understand the order, if you don’t have a car, consider whether you will be able to physically carry everything. If not, you should speak to your zone coordinator to see if they can give the request to somebody who has access to a car.

Please wear gloves while doing shopping, ensuring that you dispose of them once complete (or if you have touched your face/other surfaces). Please place the shopping bag inside another new, or disinfected bag, and then remove the shopping from this bag before delivery.

Allergies: 

 It is important to understand if the person has any food allergies. For example, if you are doing your own shopping at the same time you may accidentally contaminate their shopping, or buy an alternative product that is not suitable.

Try to only buy pre-packed foods where allergens and ingredients are printed on the packaging, rather than items from bakery/meat counters. 

Payment options

Click and collect

If the individual is able to order food online, but can’t get it delivered, this may be the best option as they will take care of payment. Otherwise, you should discuss with them (before you do their shopping) how they can pay.

Any contactless payment (such as PayPal)

This is our recommended method of payment, as no details are exchanged. However, it is unlikely that many older adults will use either PayPal or online banking so you will need to consider other options

Friend/ neighbour or relative

If the requester does not have a way to pay via contactless means please ask if a relative/friend or neighbour can help out

Gift and volunteer cards 

New shopping schemes are popping up such as the ASDA gift card and the Sainsbury's volunteer card. The volunteer shops using the card, makes the payment using a barcode in store, and leaves the shopping in a safe place. For more information follow this link. The M&S gift card link can be found here.

Cash

We do not accept cash unless it is an extreme case. There are extreme cases where the requester does not have online banking and only cash in the home. If this is the case, you may use a jam jar which can be placed on the doorstep. The money can be dropped inside the jar for you to take away. Please do not open or touch the cash for 72 hours. 

 Please do not offer to take somebody’s debit or credit card to the shops as a means of payment (e.g. contactless or chip and PIN). NEVER offer to take cash out of a machine on behalf of somebody.

Please ensure you get a receipt for the goods you have purchased and provide this to the individual. We also recommend that you take a photo of the receipt for your own records in case there are any issues later. 

Issues with payment

 Please be careful about taking money, particularly as many people may be more vulnerable to fraud at this time. Although some people may be willing to transfer you the money in advance, it may be better/more convenient to arrange for payment on delivery/shortly after.

Please be aware of any sensitivities around individuals who are struggling financially at present. Hopefully, if the individual can’t afford to pay, you will have been directed to collect from a local food bank. If the individual can’t pay, there may be options to use the donations collected through Nunhead Knocks or via the Lightning Aid trial which is ongoing. Where you think this may be required, please speak to your Zone Coordinator. 

 If the individual does not pay you, please inform your Zone Coordinator immediately. You will be centrally reimbursed but the team will need to make a note of this as there is a cap for individuals.

Delivering food and toiletries

  • Stay 2 metres away from the person who is in isolation at all times
  • Place the items outside their door
  • Call the person to let them know you are outside (to avoid touching doorbells, knockers etc.) If they live in a block of flats or other building with a communal entrance accessed by a buzzer, call/text and ask them to buzz you in, rather than pressing the button. If not possible, try and ring the doorbell with (for example) your elbow.
  • Step away at least 2 metres. You must ensure that the individual picks up the prescription. If they do not answer, try to contact by other means, e.g. phone.
  • Recommend that the individual washes produce before use.
  • Please ensure that any refrigerated food is delivered within 15 minutes where possible, or carried in an insulated bag

Please confirm with your Zone Coordinator when this task has been completed.

Topping up an electricity card

  • Stay 2 metres away from the person who is in isolation at all times
  • Place the items outside their door
  • Call the person to let them know you are outside
  • Request that the owners of the electricity card disinfects it before giving it to you and also on receipt as well as washing hands afterwards
  • Step away 2 metres from their door and ask them to leave the card on the doorstep. After they have closed their door pick up the card with gloves on and disinfect the card with disinfectant wipes/ spray. 
  • After the card has been topped up repeat this process in reverse. Disinfect the card and leave it outside the door.
  • Step 2 metres away from the door and ring the person to let them know you have topped it up. The card must not be left on the doorstep. If this happens liaise with the individual or your zone coordinator on the next steps. 

Picking up and delivering hot cooked food

Allergens:

  Food Safety Overview

  • Foods should always be kept either below 5°C or above 63°C. Between these two temperatures is the area known as the danger zone - the temperature range within which bacteria grow most quickly. Temperature above or below these limits gives the bacteria as little chance as possible to multiply.
  • Your delivery should take no more than 30 minutes, to minimize the amount the food has cooled.  If your delivery is taking longer than that, please return to the kitchen for a fresh portion.

  Picking Up Food Safely

  • Takeaway containers should be placed for collection on a table away from the kitchen, preferably outside, to minimize contact with the cooking team / premises.
  • You should be given no more containers than you feel you can deliver in 30 minutes.  If you feel this wont be possible, please speak to the cooking lead
  • All containers should be marked with the recipients name to avoid delivering the wrong meal to someone with an allergy.  If not, please speak to the cooking lead
  • Please note that food containers will be hot.  You may bring your own oven gloves or similar may be brought to pick up containers, but they must be clean and washed after every delivery

  Keeping Food Safe During Delivery

  • Please bring a an insulated carrier if possible
  • Carriers must be disinfected before and after every service

  Instructions For Reheating Food Safely

  • The following instructions should be clearly presented with the food (eg with an attached note).  If not, please speak to the cooking lead.
  • Eat food within 30 minutes of delivery.  If this is not possible, keep food chilled (eg in the fridge) until re-heating
  • Cook any food until piping hot for 2 mins, stirring regularly
  • If using a microwave, stir frequently and leave to stand for 2 minutes.
  • Eat reheated food immediately, do not leave to stand
  • Do not reheat leftovers

  Delivering Food Safely

  • Follow all instructions in this document covering general delivery, safeguarding and delivering to people who may be ill or self isolating
  • Volunteers should wash or sanitize hands after handling containers, and advise recipients to do the same
  • If someone is not answering the door, food should not be left on doorsteps. If this happens, please simply return the portion to the kitchen

 

Collecting and delivering to people at risk or who may have Covid-19:

How to collect items from someone who is self-isolating because they are immunocompromised

If you need to collect an item (e.g. cash) from someone who is self-isolating because they are immunocompromised, it is essential that you do not create any risk of passing infection to them. 

  • Before you arrive, ask the self-isolating person to place the items in a disposable bag, or one which they do not wish to keep.
  • Travel to see the person, in a way which minimises your risk of exposure to the virus. 
  • If possible, travel by pavement, a private car in which you’ve wiped down all the surfaces you’ll touch with bleach solution, or a taxi.
  • If you must use public transport, try not to touch surfaces with your hands, use hand sanitiser after travelling if available, or wear gloves which you can change.
  • If wearing gloves while travelling, remove these without touching the exterior with your bare skin. (illustrated technique, video technique)
  • As you approach the person's home, phone them to open the door. 
  • If they live in a block of flats or other building with a communal entrance accessed by a buzzer, call and ask them to buzz you in, rather than pressing the button.
  • Remain at least two metres away from their front door.
  • Ask the self-isolating person to place the bag of items immediately outside the door, then ask them to shut the door or to back away inside at least 2 metres.
  • Once the door has been shut, pick up the bag, without touching any of the surroundings.

To deliver the collected items repeat this process in reverse:

  • As you approach, call the person and ask them to open the door. 
  • Do this after removing any gloves worn for travelling, so that you don't transmit any virus from these to your phone, and before you put on (fresh) gloves, so that you don't transmit any virus from your phone to them.
  • If they live in a block of flats or other building with a communal entrance accessed by a buzzer, call and ask them to buzz you in, rather than pressing the button.
  • Use hand sanitiser after phoning if you have any.
  • Put on (fresh) gloves if you have any, ensuring that you touch only the cuff of the glove with your bare hand. 
  • Remain at least two metres away outside the door, and ask the self-isolating person to put the bag of items on the floor immediately inside the doorway.
  • Ask them to move at least two metres away inside, then pick up the bag without touching any of the surroundings.
  • Step back at least two metres away outside to allow the self-isolating person to close the door.
  • Do not step through the door

How to deliver to someone who is likely infected 

The person delivering must not enter the recipient's home at any point during this process, to prevent the virus from being spread into or out of the house (on shoes etc). People receiving deliveries should be aware that anyone who attempts to persuade them into allowing entry is not acting according to protocol. Please do not under any circumstance enter anyone else’s property.

When delivering to a possibly-infected person, you should still take steps to minimise the risk of virus transmission on the journey: this protects your own health, and the health of the recipient (they might not actually have COVID-19, or you might pass on another virus which makes their condition worse). 

How to deliver items to someone infected in self isolation

  • With freshly washed hands, place the items you're going to deliver into a disposable bag. If using public transport, place this inside another bag to protect it from contamination during travel.
  • Travel to see the person, in a way which minimises your risk of exposure to the virus (see above).
  • If you must use public transport, try not to touch surfaces with your hands, use hand sanitiser after travelling, or wear gloves which you can change.
  • If wearing gloves while travelling, remove them immediately after leaving the station, without touching the exterior with your bare skin, so that they turn inside out to enclose the contaminated surface.
  • On arrival at the person's home, remove the bag of goods and place it immediately outside the door, so that the person can reach it from inside. 
  • If they live in a block of flats or other building with a communal entrance accessed by a buzzer, call and ask them to buzz you in, rather than pressing the button.
  • After putting the bag down, step back at least two metres. Phone the person to tell them that their delivery is outside. Remain at least two metres away while they open the door to retrieve it.
  • Wash your hands with hand sanitiser for more than 20 seconds if possible. Leave.
  • When you get back, wash your hands again and disinfect items you have used. 

Items must not be removed from a potentially infected house. 

If the person is not willing for the goods to be placed outside the door (for example, in severe weather conditions), you must take additional precautions. 

  • Call them to open the door, remaining at least two metres away.
  • Put on gloves.
  • If there are plenty of masks available in your area, you should wear a mask for this; if not, prioritise masks for healthcare workers and people who must enter houses to assist with personal care.
  • Ask the recipient to back away from the door at least two meters inside and put the bag of goods on the floor inside the doorway. Do not step through the door or touch any of the surroundings.
  • Back away two meters outside and let them get the items by picking up the bag remaining at a distance of two meters.
  • Take your gloves off, without touching the exterior of the glove with your bare skin so that they turn inside out to enclose the contaminated surface. Place them in an empty plastic bag until you can dispose of them. 
  • If you are wearing a mask, remove gloves first, then remove mask without touching the face, by hooking fingers under the straps at the back.
  • Wash your hands with hand sanitiser for more than 20 seconds if possible. Leave.
  • When you get back, wash your hands again and disinfect items you have used. 

 

 

 

 

 

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