COVID-19 Coronavirus

Effective 12.01am Tuesday, 29 June 2021, Perth and Peel entered a 4-day COVID-19 Lockdown. Emprise Mobility will continue to deliver essential services and equipment to our customers during the lockdown.

To keep our customers, team, families and business associates safe, we’ve reinstituted the rigorous policies and procedures we built in March 2020.

Equipment Trials and Home Visits

We will postpone non-essential trials and visits until after the lockdown. (We will revisit this policy if the lockdown extends.)

If something just can’t wait, we will take every step to keep you safe while we assist you.

Showrooms

Our showrooms will remain open, for essential needs. As per the requirements of the lockdown, we are working to limit the opportunities to spread COVID-19 and are restricting our activities to essential services. If you can possibly postpone your visit until next week, we recommend postponing so that we minimise the number of “in person” contacts.

We know that there are things that can’t wait and we will both go out to customers and/or have them come in if something is urgent or the impact of waiting is significant.

We consider equipment required for palliative care or hospital discharge essential – please do not hesitate to contact or visit us for such needs.

For other needs, we recommend customers assess for themselves whether it is something that can be postponed until next week without causing significant impact.

We will continue to open 9am to 4pm, Monday to Friday and 9am to 12 noon on Saturday.

Phone and Video Conference Consultations

We will offer remote consultations by phone or video conference. Our sales team, OT team and Service team are just a phone call away.

Deliveries

We will continue deliveries, but our delivery team will employ rigorous hygiene and social distancing processes to keep people safe, including use of gloves and masks.  We will check with customers to determine if it is OK to postpone deliveries until next week without causing significant impact.

Hygiene, Sanitisation and Masks

All people entering our premises will be required to wash or sanitise their hands upon entry.

Staff and visitors will be required to wear masks unless they have a documented exemption.

All equipment, counters and vehicles will be thoroughly cleaned and sanitised on a regular basis

Contact Register

We will maintain a contact register (you can register either manually or using the SafeWA app)

You can find more information on these initiatives in early COVID-19 posts on our COVID-19 page.

Wrapping Up

Some of these processes and policies might seem a bit uncomfortable. We might not be able to visit you as soon as you’d like. It might take us a bit longer to serve you or to deliver your equipment. We might even need to turn you away if you visit our showroom without an appointment and we’ve too many people to meet social distancing requirements. We are committed to doing our very best to assist every customer while also keeping everyone safe. We thank you for your patience and understanding.

If you have questions or concerns about how Emprise Mobility can work with you during the lockdown, please do not hesitate to contact us.

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We’re all pleased and thankful that the hard lockdown is over and, to date, no further COVID-19 infections have been detected in our community.  With the lifting of the lockdown, we’re making the following changes to our operations.

Equipment Trials and Home Visits

• Trials and in-home visits will restart.
• Social distancing and sanitisation (hands and equipment) will proceed as per our COVID-19 policies and processes.
• All staff will wear masks throughout the trial/home visit.
• We request that those we visit also wear a mask during the trial/home visit unless this poses a health or safety risk.

Showrooms – open but please make an appointment

• Our showrooms will be open 9am to 4pm, Monday to Friday and 9am to 12 noon on Saturday.
• We continue to strongly recommend you make an appointment to visit – this will help us to ensure we can manage social distancing by not booking two appointments that need access to the same equipment.
•  We will continue to limit the number of concurrent appointments in each showroom, to help us manage social distancing.

Phone and Video Conference Consultations

•  We will continue to offer remote consultations by phone or video conference.  Our sales team, OT team and Service team are just a phone call away.

Deliveries

• We will continue deliveries, and our delivery team will continue employ rigorous hygiene and social distancing processes to keep people safe.

Hygiene and Sanitation

• All people entering our premises will be required to wash or sanitise their hands upon entry.
• All equipment, counters and vehicles will be thoroughly cleaned and sanitised on a regular basis

Masks

• Staff and visitors will wear masks at our premises.
• During offsite activities (trials, home visits, deliveries), staff will wear masks.
• We request that those we visit also wear a mask during the trial/home visit unless this poses a health or safety risk.

Contact Register

• We will maintain a contact register (you can register either manually or using the SafeWA app)

 

For information on the WA State Government requirements for COVID-19 between the raising of the hard lockdown and 14th February, 2021, please refer to: COVID-19 – What you can and can’t do

Thank you for your understanding and patience with our COVID-19 policies and processes.  We continue to put the health of our community and ourselves as our first priority.

 

The Emprise Mobility Team.

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Welcome to 2021.  We can’t believe that January has come and, as this is being typed, is within just a few hours of being gone.  After a smooth (if rather hot) start, we’ve hit our first bump in the road – a COVID-19 Lockdown.  Hopefully, it will just be a small bump and passed by quickly.  It is difficult to be upset, given how lucky we’ve been in WA with respect to COVID-19.

Effective 6pm, Sunday 31 January 2021, Perth, Peel and the South West are in a 5-day COVID-19 Lockdown.  Emprise Mobility will continue to deliver essential services and equipment to our customers during the lockdown.

To keep our customers, team, families and business associates safe, we’ve reinstituted the rigorous policies and procedures we built in March 2020.  During the Lockdown:

Equipment Trials and Home Visits

• We will postpone non-essential trials and visits until after the lockdown.  (We will revisit this policy if the lockdown extends.)
•  If something just can’t wait, we will take every step to keep you safe while we assist you.

Showrooms

•  Our showrooms will remain open, but only by appointment.  (Phone, email or use our Contact form to book an appointment.)
•  We will continue to open 9am to 4pm, Monday to Friday and 9am to 12 noon on Saturday.
•  We will limit the number of concurrent appointments in each showroom, to help us manage social distancing.

Phone and Video Conference Consultations

•  We will offer remote consultations by phone or video conference.  Our sales team, OT team and Service team are just a phone call away.

Deliveries

• We will continue deliveries, but our delivery team will employ rigorous hygiene and social distancing processes to keep people safe, including use of gloves and masks.

Hygiene and Sanitation

• All people entering our premises will be required to wash or sanitise their hands upon entry.
• Staff and visitors will wear masks.
• All equipment, counters and vehicles will be thoroughly cleaned and sanitised on a regular basis

Contact Register

• We will maintain a contact register (you can register either manually or using the SafeWA app)

 

You can find more information on these initiatives in early COVID-19 posts on our COVID-19 page.

Some of these processes and policies might seem a bit uncomfortable.  We might not be able to visit you as soon as you’d like.  It might take us a bit longer to serve you or to deliver your equipment.  We might even need to turn you away if you visit our showroom without an appointment and we’re already fully booked.   We are committed to doing our very best to assist every customer while also keeping everyone safe. We thank you for your patience and understanding.

If you have questions or concerns about how Emprise Mobility can work with you during the lockdown, please do not hesitate to contact us.

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It is wonderful that WA seems have controlled the spread of COVID-19 with a low number of total cases throughout. We’re very sad for those in WA (and the rest of the world) who lost family or friends due to COVID-19 – our thoughts and prayers are with you.

While there is a feeling that the crisis has past, we continue to focus strongly on keeping people safe; we don’t believe any of us should become complacent just yet.

This post shares our latest processes and policies regarding COVID-19. You might already have received this information via our email subscription list. If you didn’t but would like to be on the list to receive future updates from Emprise Mobility, please subscribe via the link on our website home page.

First up – many, many thanks to our customer and associate community who have worked with us in the past few months and been understanding of the processes we put in place to keep our business open and to keep us all safe. Despite some inconvenience, it all seems to have gone well and we were able to continue supporting our customer community.

What are we doing now so many of the restrictions have been relaxed? Because we were able to stay open throughout, for us, there isn’t too much to change. Social distancing and good hygiene continue to be highlighted as vital to the ongoing management of the COVID-19 situation.

Showroom Opening Hours

Our showroom hours will continue as:

• Monday to Friday – 9am to 4pm.
• Saturday – 9am to 12 noon.

We will take bookings outside these hours for special cases (e.g. immunocompromised individuals who need the entire showroom to themselves).

Our phones and emails are covered until 5pm each week day.

Equipment Hygiene and Cleanliness

The processes we’ve implemented to ensure the hygiene and cleanliness of our equipment (in our showrooms, going out to customers and out on trial, etc) will remain in place. Hygiene and cleanliness have always been a priority for us – and now, even more so. You can be confident that we are taking every care in this regard.

Hand Washing/Sanitisation

We will still require visitors to our premises to either wash their hands or sanitise their hands with alcohol-based hand sanitiser on arrival.

By Appointment

We strongly recommend that you make an appointment before you visit one of our showrooms. This will help us manage the number of people in our showrooms at one time and also ensure we’re able to give you our full attention while you are here.

When you book your appointment, please also share with us the products you are interested to see. This will help us to plan visits so we don’t have groups of people trying to see the same things at the same time (and, hence, making social distancing very difficult).

Online/Video Meetings

These remain available (and will do so ongoing) for people who are unable to or would prefer not to visit us in our showroom.

Number of Groups in our Showrooms – increased to three

When the COVID-19 situation started, we limited the showrooms to two groups of people at time, to allow us to implement appropriate social distancing.  With the new 2 square metre rule for social distancing, we increased this to three from Saturday 6 June (when bookings do not clash for resources – products and people).

We will make every effort to not book overlapping appointments for individuals or groups interested in the same products. If we feel we already have too many people in one area of the showroom, trying to see and try the same equipment, we will ask some to wait.

As noted above, to help us help you as quickly and effectively as possible, we strongly recommend you book an appointment to visit one of our showrooms and let us know what you are interested in seeing.

Keeping a Record of our Visitors

As part of our COVID-19 Safety Plan, we have been recording the name and contact details of everyone visiting our premises. This will continue until further notice. This gives as the best and quickest tool to ensure people can be contacted if we become aware of a suspected or confirmed COVID-19 case.

COVID-19 Safety Plan

Businesses that reopened from 18 May or from 6 June all had to prepare a COVID-19 Safety Plan. Emprise Mobility has had a Safety Plan in place since the beginning – and we will continue to adhere to that plan, with ongoing tweaks to reflect the changes in social distancing requirements and other information that becomes available.

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When working with you in person is not a suitable option, Emprise Mobility is happy to work with you by phone or online.

This is especially important during the COVID-19 Coronavirus social distancing restrictions.

We’re all familiar with using the phone; online meetings offer more flexibility and function to a meeting.

Online Meetings

If you are not familiar with online meetings:

• Online meetings use technology to bring people together, even when they’re physically distant.
• An online meeting can use audio and video – we can see and hear everyone in the meeting.
• We can record all or some of the meeting, so we can refer back to the content.
• We can capture notes into the meeting as we go.
• Using the camera, we can also see important things in the environment – existing equipment and where the equipment will be used, for example.

An online meeting can involve several people who are physically in different places (with you, at their office, in their own home, in our workshop, wherever).

For example, to make the most of an online meeting we can invite one or all of the following:

• Our sales consultant, Service Technician or OT, depending upon what you need.
• One or more of your family.
• Your therapist.
• Your carer.

This is important with the tightening requirements on social distancing that are keeping us all safe.

You can have someone with you in person, and anyone else who should participate can be there “virtually” – online, listening in, seeing video of you, your home, the equipment, etc. as appropriate.

The camera can also be turned on and off, so privacy is maintained when it is appropriate but things that are important to see can be seen (e.g. where an item of equipment will be used).

When we schedule the meeting, we can invite anyone who has an email address.

If your therapist is with you and needs our input, he/she can invite us to an online meeting so we can participate, or we can set up the meeting with the therapist.

Your GP might be using Telehealth for consults – Telehealth is an online meeting engine being used by the medical profession.  Telehealth is being promoted by the government to minimise the spread of COVID-19.

What you need for an online meeting

• An email address.
• A device with Internet capability that has a microphone and camera.

Examples include your mobile phone, iPad, other tablet or computer.

We will do the rest.

How does this work?

• We will schedule online meetings with you using Microsoft Teams.
• We will send you an invitation (to your email address) to join a Teams meeting.
• All you need to join a Teams meeting is a link – which will be in the invitation.
• Open the invitation (or Calendar booking if you saved the booking to your Calendar).

Meetings in Teams include audio, video, and screen sharing. And you don’t need to be a member of our organisation (or even have a Teams account!) to join a Teams meeting

• You click on the link in the invitation, enter your name and join the meeting.
• You will be able to join on the web without having to install any software (apps) or if you want additional functionality, such as the ability to start sharing your screen, you can also install the  app.

Select Join Microsoft Teams Meeting in your meeting invite to be taken to a page where you can choose to either join on the web or download the desktop app. If you already have the Teams app, the meeting will open there automatically.

• Use the buttons to turn your microphone and camera on or off.

Want to see more before you join your first meeting?

Check out this short video from Microsoft on how to join a meeting.

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To enable us to by manage the number of people in our retail showrooms at one time (to help keep our customers and staff safe during the COVID-19 situation), Emprise Mobility is moving to “by appointment” in our showrooms.

To support this change, we are also:

1. Strongly encouraging phone, email and video conference consultations.
2. Changing our weekday showroom hours in both Perth (Bibra Lake) and Mandurah to 9am to 4pm.

The showrooms will continue to open on Saturdays between 9am and 12 noon (other than published, long weekend closures such as Easter).

With the latest recommendations from the National Cabinet, we anticipate an increase in the number of customer interactions by phone and email and the reduced showroom hours will allow us to provide the best possible service.  We will continue to review our showroom hours and appointment schedule as the continuing impact of COVID-19 unfolds.

We’re working to roll out an online booking facility as quickly as possible.  In the meantime, please phone or email us to make an appointment to visit one of our showrooms or to schedule a telephone consultation (using the Phone and Contact buttons above).

Background to the changes:

On Sunday 29 March 2020, the National Cabinet issued strong advice for self-isolation at home to the maximum extent practicable for Australians:

• over 70 years of age;
• over 60 years of age who have existing health conditions or comorbidities;
• indigenous Australians over the age of 50 who have existing health conditions or comorbidities.

These groups were advised to limit contact with others as much as possible when they travel outside.  (The above being for their own protection; there is no implication that they are sick.)

National Cabinet also agreed to limit both indoor and outdoor gatherings to two persons only.

(The latest media statements from the Prime Minister and the National Cabinet).

The age group recommended to limit contact with others as much as possible represents a significant proportion of Emprise Mobility’s customers.

Typically, in a showroom or in-home setting, we work closely our customers.

• We spend substantial time with our customers.
• We work closely with our customers demonstrating and setting up equipment.
• There are regularly several people involved – our staff, the customer, a therapist and one or more family members or carers.

Emprise Mobility has already implemented processes and policies to protect our customers and staff, and to slow the spread of COVID-19.  However, the latest National Cabinet recommendations have encouraged us to take further action to ensure we’re doing the very best we can to support the health of our staff, customers and the community during these exceptional times.

Moving our engagement model in our showrooms to “by appointment” enables us to best manage how many people are in the showroom and to give each customer our full focus.

 

By appointment visits to our showrooms, more detail

How many appointments at a time?

At the outset, each showroom will book a maximum of two appointments at a time.

• With our spacious showrooms, there will be ample space for good distancing.

I am immunocompromised; can I book the whole showroom?

If requested, we will book only one appointment if an individual is immunocompromised.  We will minimise all interactions with staff.

How many people can be involved?

We know that the process of learning about, trialling and selecting appropriate products sometimes requires extra support – from a therapist, carer or family members.  To enable this while still protecting all concerned, we will limit the people associated with an appointment and ensure that only two are working together at a time; anyone else will be required to keep distant and only be involved (one on one) as needed.

Maximum people associated with a visit = 4

• Our staff member.
• The customer.
• One family member or carer.
• One therapist.

However, only two people will be working together at a time.  For example:

• Our staff member and the customer.
• A therapist and a customer.
• Our staff member and a therapist.

 

When we have two bookings at a time, they are to be well distanced in the showroom.

Based on the above, we will have a maximum of 8 people at a time in each of our retail showrooms

• Mandurah – 210 square metre showroom
• Perth (Bibra Lake) – 300 square metre showroom

Other staff in the buildings who are not able to work from home will be working separately, one per office.

How to make an appointment?

We’re working on an online booking system. In the interim, please phone or email to make a booking.

What if it is  urgent?

If you have an urgent need, please call and we will slot you in if we can, or try and make alternative arrangements (e.g. come to you).  We will make every effort to meet your needs.

Keeping Our Staff Safe

If we are to visit you – part of our process to book a service, trial or pickup/delivery will include enquiring if the person we will be in contact with has or is suspected of having COVID-19 or is in Isolation.

As per Department of Health recommendations , if the individual we will be visiting is unwell and has or may have COVID-19 or is in Isolation, we will only visit if

• it is essential
• there is no alternative approach
• appropriate precautions can be taken, including appropriate use of Personal Protective Equipment (PPE) by both the individual and our staff member
• interaction can be minimised

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