Ryman Community News


Serviced Residents COVID-19 update | 12 May 2020

Written by David King
on May 12, 2020

We are absolutely delighted that the Government has moved the country to Alert Level 2 from Thursday May 14, and this will mean a return to a much more normal life for everyone. Phew!

As you will have seen in the Government messages, while we will all enjoy more freedom, we need to remain vigilant because COVID-19 continues to be a serious threat to health.

People aged over 70 are regarded as an at-risk group and are particularly vulnerable to COVID-19, and the virus is still out there.

So, we urge you to play it safe, keep your physical distance in public from people you do not know – ideally 2 metres - and regularly wash and dry your hands thoroughly.

And please remember, if you develop any symptoms of COVID-19 – including a cough, a high temperature, shortness of breath, sore throat, sneezing or runny nose or temporary loss of smell – you should call Healthline on 0800 358 5453 or contact your doctor immediately. If you are unwell at all, please stay home.

The good news is that at Alert Level 2 you can leave the village to go shopping, visit friends and family, attend meetings (subject to the rules) and, best of all, get to the hairdresser!

Residents will be able to have visitors at their place, but we require visitors to sign in at reception, complete a health declaration and have their temperature checked.

Visitors will also be given a face mask to wear if they choose and we ask that visitors are limited to two at a time. This is because many of our serviced apartment residents receive care, and so infection control protocols apply.

We have set out what the Alert Level 2 changes mean for all our serviced apartment residents below.

We have also tried to answer any questions you may have.

Once again, thanks for your superb cooperation since the COVID-19 emergency began.

Our residents’ patience, kindness to our staff and good grace throughout what has been a long seven weeks are appreciated.

Life at Level 2

We are pleased to let residents know that they are now welcome to:

  • Visit friends and family outside the village (from Thursday, May 14)
  • Have friends and family visit in your home (from Thursday, May 14). Visitors will have to sign in to sign in at reception, complete a health declaration and have their temperature checked. They will also be given a face mask and we ask that visitors are limited to two at a time
  • Visit a family member or friend in the village care centre (from Thursday, May 14). There are strict infection control protocols in place, which are detailed below
  • Buy takeaway coffees from the village café (from Thursday, May 14)
  • Enjoying morning and afternoon teas served by staff (from Monday, May 18)
  • Take supermarket shopping trips in the village van (from Monday, May 18)
  • Visit the village hairdresser (from Monday, May 18)
  • Order necessities from the village shop (from Monday, May 18)
  • Use the village amenities including the library, movie theatre and the billiard room (from Monday, May 18), with social distancing guidelines
  • Attend Triple A classes (from Monday, May 18)
  • Use the gym, swimming pool and spa pool with social distancing guidelines (from Monday, May 18)
  • Attend resident workshop sessions (from Monday, May 18)
  • Attend Happy Hours in the village centre (from Monday, May 25)

There will be booking and sign in systems for many of these activities and we will be in touch about how this will work.

Service changes at Level 2

Happy Hour will be delivered as usual this week, and the final delivery will be on May 22. We should be able to resume Happy Hours in the village centre in the week beginning May 25, with social distancing rules in place.

Residents will receive their weekly bread, milk and biscuits, delivery for the last time next week.

Residents will still be able to order groceries, which will be delivered.

The security team will remain at the gate to monitor visitors for contact tracing. This is an important precaution for the moment, but we will review this next week.

If, for any reason, residents need to be in isolation because of potential exposure to COVID-19 or they are unwell, please let us know and we will help in any way we can, just as we have done for the past seven weeks. We do not want anyone taking any risks.

The changes you will notice…

Opening the community facilities for events such as Happy Hour and Triple A are only possible with social distancing rules in place and with increased cleaning protocols.

You will also notice changes in the way we have the furniture set out to allow for social distancing.

Mental wellbeing

We know the past seven weeks has been hard on everyone. We also know that opening again and returning to normal life may cause a degree of anxiety for some residents.

Residents are welcome to call our OCP counselling service on 0800 377 990 if you need someone to talk to. Just let them know you are a Ryman resident and the village you are from.

You can find wellbeing resources online at https://www.rymanhealthcare.co.nz/lifestyle-and-wellness/health-and-wellbeing/isolation-mental-wellbeing

For more general wellbeing advice go to www.rymanhealthcare.co.nz/wellness

Any questions? How to keep in touch with us

Your first point of contact is your village team, so if your query is urgent contact your village directly.

For less urgent inquiries please contact us on 0800 588 222 or by emailing residentsupport@rymanhealthcare.com

We would like to take this opportunity to thank you all once again.

There is a lot of detail to work through, new systems to put in place and we may not get everything right first time – so please bear with us.

We have made extraordinary progress, made possible by you and the co-operation and support you have shown for our team.

Thank you once again.


Gordon MacLeod
Chief Executive


Cheyne Chalmers
Chief Operating Officer

How to keep in touch with us:

Your first point of contact is your village team, so if your query is urgent contact your village directly.

For less urgent inquiries please contact us on 0800 588 222 or by emailing residentsupport@rymanhealthcare.com

You can find other wellbeing resources online at https://www.rymanhealthcare.co.nz/lifestyle-and-wellness/health-and-wellbeing/isolation-mental-wellbeing

For more general wellbeing advice go to www.rymanhealthcare.co.nz/wellness

If you need counselling, you are welcome to call our OCP service on 0800 377 990. Just let them know you are a Ryman resident and the village you are from.

Handy links:




Level 2 questions and answers:

Can I visit someone in the care centre?
Yes, you can. We are maintaining strict infection control and visiting restrictions at Level 2. These include:

  • You will need to book your visit with the reception team, visiting hours are from 10.45am until 7pm
  • To arrange a visit with a care centre resident you can call our resident support team on 0800 588 222 or email residentsupport@rymanhealthcare.com or you can book online at https://www.rymanhealthcare.co.nz/visitor-bookings The password is kindness – and the system will be up and running from 12pm on Wednesday May 13.
  • We would prefer one visitor at a time, but we are allowing a maximum of two visitors seeing a resident. Visits are for 30 minutes
  • Visitors must be well with no flu or cold symptoms
  • Visitors will be given a temperature check, sign a declaration, and be provided with a face mask, which must be worn during the entire visit
  • Residents and their visitors will meet in a designated area
  • Visitors and residents are not allowed to touch each other – social distancing rules will apply
  • No children under 12 to visit at Level 2

Why are you being so cautious about care centre visits?
Our care residents are the most vulnerable to COVID-19 in the community. There is still a risk of COVID-19 infection in the community, and we remain in uncharted territory. We do not want to move too quickly and lose the gains we have made.

Can I have visitors?
You can visit outside the village and have visitors to your home. We have included a log at the back of this message so you can record your contacts in your home, in case we need to conduct contact tracing in the future.

Can we meet in groups?
Gatherings such as clubs and interest groups can meet in the village centre but are limited to 10 people or less. Members should observe social distancing rules.

Can a contracted care provider come into the village?
Yes. They must sign in at reception, have their temperature checked and sign a health declaration.

Will COVID-19 positive residents be able move in?
No. We have declined to take any residents affected by the disease.

Are communal facilities like the pool and the hair salon open?
Yes. They are opening from May 18.

Can we have social events?
Yes. Social events for 10 people or less are allowed, if there is consideration for appropriate social distancing. Your village team will explain how this will work at your village. We will be changing the furniture configuration to allow for social distancing and Happy Hour sessions may be staggered, depending on the size of your village centre.

Will construction and maintenance work continue in the village?
Construction work and maintenance is permitted to begin again. These works must be carried out with additional COVID-19 workplace safety protocols.

Can new residents move in?

Will the security team remain at the gate?
Yes. They will be monitoring visitors so we can contact trace if necessary for the next few weeks. We will review whether we need to continue with this measure in the coming week.

When will you review the rules?
We will review everything on a regular basis, and let you know about any changes.

Ryman Healthcare household COVID-19 log.
Please record all visitors to your household, and people you are in contact with,
for contact tracing purposes. Click here to view the form.


About Ryman Healthcare:

Ryman Healthcare was founded in Christchurch in 1984 and owns and operates 36 retirement villages in New Zealand and Australia. Ryman villages are home to 11,200 residents, and the company employs over 5,500 staff.

Media advisory: For further information, photos, interviews or comment please contact Corporate Affairs Manager David King on 03 366 4069 or 021 499 602 or Communications Advisor Maryvonne Gray on 027 552 0767.

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