Visitor and Support Person Policy Template

Balance resident connection with family and community against facility safety, infection control, and secure unit management with a clear, rights-respecting visitor policy.

Overview

Residents of aged care facilities have a fundamental right to receive visitors and maintain connections with family, friends, and their community. At the same time, facilities must manage visitor access to protect resident safety, privacy, and wellbeing — particularly in secure dementia units and during infection outbreaks. Post-COVID, visitor management has become a significant compliance and reputational issue for providers. This policy template establishes a balanced, rights-based framework for visitor governance.

What This Policy Covers

• Resident right to receive visitors at any reasonable time
• Visitor registration and identification requirements
• Designated support person rights and access
• Secure / memory support unit visitor protocols
• Infection outbreak visitor restriction procedures
• Essential visitor definition and access during restrictions
• Managing visitors whose presence poses risk to residents
• Child visitor supervision requirements
• Volunteer and external service provider access
• After-hours visitor access process

Compliance Alignment

• Charter of Aged Care Rights 2019 – Right 4 (social connection)
• Aged Care Quality Standard 1 – Consumer Dignity and Choice
• Aged Care Quality Standard 3 – Clinical Care (infection control)
• Public Health Orders (jurisdiction-specific, outbreak conditions)
• Privacy Act 1988 (visitor registration data)

Why This Policy Matters

Overly restrictive visitor policies were a major finding during COVID-era ACQSC audits. Conversely, facilities without adequate visitor management processes face infection risk and security concerns. A balanced, documented visitor policy demonstrates that the provider values resident connection while maintaining appropriate safeguards — a direct Standard 1 compliance indicator.