San Carlo News


San Carlo is open for scheduled window visits and bedroom visits at this time in accordance with the latest advice from the Department of Health and Human Services.

Bookings are essential, please call us or email us to make a booking in advance.

Type of Visit Restrictions in place
General Visiting
(for example, visiting relative who is resident in San Carlo)
  • Temperature checks and COVID-19 declarations done at point of entry in units
  • No limit to number of visitors at a time and no time limits, but bookings are for one hour time slots.
  • Visits are in the bedrooms only at this stage
  • Face masks to be worn at ALL TIMES
  • Social distancing of 1.5m required outside of resident rooms
Essential Care Person & Essential Behaviour Assistance Person
  • No visitor number limit and no time limits apply
Interpreters or informal language support
  • No time limits apply
Visitor assisting to handover care for discharge
  • No time limits apply
Visitor viewing facility as a potential site to live in
  • No time limits apply
Visiting Resident at End of Life
  • No time limits apply

Visiting procedures and processes are as follows:

  • It is a mandatory requirement for all visitors to wear face masks when on San Carlo premises and also in resident bedrooms.
  • Temperature checks for staff and residents will continue daily.
  • Declarations will need to be made by every visitor entering the facility, including with the temperature checks.
  • Please call us on 03 9404 1490 or email us on [email protected] to schedule a visit with your loved ones.

Visiting hours

The following visiting hours apply for both Bedroom and Window Visits – bookings are essential.

  • MORNING: 9am to 11am (last entry at 10am)
  • AFTERNOON: 1pm to 4pm (last entry at 3pm)
  • EVENING: 6pm to 8pm (last entry at 7pm)

When you make your visit booking, please do consider the time and comfort for your loved ones. If they tend to get tired in the evening, or like to take an afternoon nap, perhaps an earlier or later booking may be more appropriate.

Window Visits / Video Calls:

  • Up to 2 residents per resident per day for WINDOW VISITS.
  • Social distancing at the window and face masks are required.
  • Other modes of communication such as window visits, video calls are also options to consider for families.
    • Window Visits
      • Please consider the weather for you and your loved ones if you wish to have a window visit – each unit has a specific window visit location
      • Bookings for Window Visits
        To help us manage safe visitor traffic, please call us to schedule a Window Visit.
      • I have a Window Visit — can the window be opened?
        We apologise but windows will not be opened for health and safety reasons – you can call our cordless phones to facilitate conversation if preferred
    • Video Calls
      • Video calls are commonly facilitated using Skype, Apple FaceTime, Facebook Messenger and even Zoom by our incredible Leisure & Lifestyle Team
      • Bookings for Video Calls
        To help the Lifestyle team manage video call volumes, please call on 03 9404 1490 or email [email protected].
        Bookings will recommence from Monday 04/01/2020. If you have any questions, please feel free  to contact us!

You should refrain from visiting San Carlo if:

  • You or your household / close contacts are from any of the exposure sites identified in the DHHS website (
  • You or your household / close contacts have been contacted by the Department as part of contact tracing
  • You or your household / close contacts have any respiratory symptoms, fever or with any episodes of generalised unwellness

Also …

Children of any ages are allowed to visit.

Prior to your visit, it would be helpful if you can provide us with a copy of your current flu vaccination, or have it on hand if you prefer not to provide a copy.

Other types of visits will be considered on compassionate grounds – please do reach out to [email protected]

Residents Entering, Leaving from or Returning to the Facility

If your loved one is leaving from, or returning to the facility, please note that the following changes to screening requirements as per the Department’s advice from 1 January 2021.

This applies for residents returning from hospital admissions, social / day leave as well as new admissions joining our family at San Carlo.

A COVID-19 test swab will be taken upon entry to the facility, and the resident will be required to isolate in their rooms until the COVID-19 test results are received. This may take between 24 to 72 hours, depending on the testing laboratory.

Bedroom visits during this isolation period will not be possible, we apologise for any inconvenience. Window visits during this period may be possible, please contact us to discuss further.

If you need any further clarifications please feel free to contact us.

Worrying about Loved Ones?

This is a difficult time for all, especially for those who have loved ones in aged care.

If you are worried about your loved one, please contact us during business hours and ask for an update. We understand the importance of ensuring you know how things are going, even the simple things like ‘she slept well last night’, or ‘he enjoyed the exercise programme this week’.

Please keep in mind that times around mealtimes are generally busy, so we may have to call you back.

Staffing Changes

The staff rosters have undergone significant changes to accommodate the government requirements and minimise movement between units where possible.

From the residents’ point of view, we are confident that these changes will not impact the level or quality of care received, although we are aware that many residents build close relationships with particular staff, and they may find that a little readjusting is needed.

Please be assured that all our staff go through a rigorous recruitment process that tests every aspect of their suitability to the role.


Thank you.

Kind regards,
San Carlo Homes for the Aged
03 9404 1490
[email protected]

Information on this Page:

How can I protect myself and others?

Symptoms of COVID-19

You are at risk if…

… Travelled recently

… Have had close contact with a confirmed case

… Feel unwell

Information for Visitors on Coronavirus from the Department of Health

Up to date information and advice about coronavirus (COVID-19) – symptoms and what to do to reduce the risk of infection are available online at the following link:

How can I protect myself and others?

  • Stay at home. Don’t visit friends or family at this time.
  • Do not travel throughout Victoria unless absolutely necessary.
  • Stay healthy with good nutrition, regular exercise and sleeping well.
  • Avoid excessive use of alcohol and for smokers, now is a great time to consider quitting. See more information on coronavirus (COVID-19) and smoking below.
  • Take the following hygiene actions:
    • Wash your hands often with soap and water for at least 20 seconds, especially after you have been in a public place, or after blowing your nose, coughing, sneezing, or using the toilet. If soap and water are not readily available, use a hand sanitiser that contains at least 60 percent alcohol.
    • Avoid touching your eyes, nose, and mouth with unwashed hands.
    • Cover your nose and mouth with a tissue when you cough or sneeze. If you don’t have a tissue, cough or sneeze into your upper sleeve or elbow.
    • Do not share drink bottles, crockery or cutlery.
  • Stop shaking hands, hugging or kissing as a greeting.
  • Ensure a distance of at least 1.5 metres is kept between yourself and others.
  • Get vaccinated for flu (influenza). This will help reduce the strain on the healthcare system as it deals with coronavirus (COVID-19). Vaccines are now available from your GP and pharmacy.
  • Clean and disinfect high touch surfaces regularly e.g. phones, keyboards, door handles, light switches, bench tops.

Symptoms of COVID-19

If you have any of the symptoms, however mild, you should seek advice and get tested. To get further advice, call the 24-hour coronavirus hotline 1800 675 398, your general practitioner or use our online self-assessment tool.

The symptoms to watch out for are:

  • Fever
  • Chills or sweats
  • Cough
  • Sore throat
  • Shortness of breath
  • Runny nose
  • Loss of sense of smell or taste

In certain circumstances headache, muscle soreness, stuffy nose, nausea, vomiting and diarrhoea may also be considered.

You are at risk if you

Have travelled recently

If you have travelled in the past 14 days you are advised to:

  • stay at home (self-quarantine)
  • avoid public settings – this means you should not attend work, school, childcare or university or go to other public places such as restaurants, cinemas or shopping centres and should not use public transport or taxis
  • do this for 14 days (other than when seeking medical care)
  • only people who usually live in the household should be in the home. Do not allow visitors into the home
  • you should stay in a different room to other people as much as possible.

Have had close contact with a confirmed case

Close contact with a confirmed case

  • If you have been in close contact with someone who has coronavirus disease (COVID-19)
  • stay at home (self-quarantine).

If you feel unwell

  • If you are in any of these risk categories and begin to feel unwell and develop a fever or shortness of breath, a cough or respiratory illness during your period of isolation (self-quarantine), you should seek immediate medical attention.
  • Call ahead to your GP or emergency department and mention your travel to mainland China or Iran before you arrive at the doctor’s office so they can prepare appropriate infection control measures.
  • If you have serious symptoms, such as difficulty breathing, call 000 and ask for an ambulance and tell the operator your recent travel history

If you have traveled in the last 14 days and begin to feel unwell – develop a fever or shortness of breath, a cough or respiratory illness – call the dedicated hotline on 1800 675 398 for advice. Please keep Triple Zero (000) for emergencies only.