As the media coverage surrounding coronavirus continues, we want to provide an update to give all colleagues the reassurance that we’re continuing to monitor the situation closely. Our number one focus remains the health and welfare of our colleagues and our customers.
We’ve set up an Incident Management Group, and we’re working closely with a number of organisations to help us respond appropriately. All areas of the business are planning carefully should the situation escalate, and we’ll address the needs of each store, depot and office.
There has been a lot of information in the news about face masks, and it’s important to know that face masks are not recommended by health experts for general use. The best uses for face masks are for those who are sick to avoid spreading to others and by health workers.
Travel
It’s important that we’re all considering carefully any travel we have planned within the UK and consider remote ways of meeting such as Zoom where possible. Based on guidance from Walmart, we will be restricting international travel to business-critical trips for the next 60 days. Any colleagues who are currently working abroad will be supported to return to the UK.
Pay
All colleagues will be given two working weeks full sick pay from day one of absence irrespective of their current entitlement. This is to ensure that any colleague who is faced with a need to self-isolate, can do so without concern for loss of pay. Further information will follow.
Keeping up-to-date with the latest information
We’ll continue to follow government guidance and share information as it becomes available on our new dedicated WalmartOne page, which you can find on the home page.
If you get any media enquiries about Coronavirus, please direct them to the Asda Press Office on 0113 826 2829.
If you have any questions, please speak to your line manager.
We’ve had an Incident Management Group running for several weeks now, and we’re working closely with a number of organisations to help us respond appropriately. All areas of the business are planning carefully should the situation escalate, and we’ll address the needs of each store, depot and office.
Here’s what we know:
There are many strains of Coronaviruses, which are all fairly common. COVID-19 is the name given to the disease caused by the new coronavirus that appeared recently in China. Because COVID-19 is new, you might be hearing information that is confusing or conflicting. The symptoms of COVID-19 are similar to the flu with fever, coughing and shortness of breath. It appears to mainly be spread through close person-to-person contact. It may be possible for someone to touch a surface or object with the virus on it and then touch their nose or mouth and become infected, but according to health experts, this is not the main way the virus spreads.
Guidance to keep yourself well:
The government states that the risks to individuals in the UK is low, however here are some basic measures to help keep yourself well:
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Wash your hands often with soap and water for at least 20 seconds, especially after going to the bathroom; before eating; and after blowing your nose, coughing or sneezing. Dry your hands with hand towels or hand dryers. If soap and water aren’t available, use an alcohol- based gel that is at least 60% alcohol
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Colleagues should be given the opportunity to wash their hands regularly throughout their shifts
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Avoid close contact with people who are sick and avoid being within 2 metres of someone with coronavirus for more than 15minutes
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Avoid touching your eyes, nose and mouth
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Cover your cough or sneeze with a tissue, then throw the tissue in the bin
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Stay home when you are sick and visit 111 online (111.nhs.uk/service/covid-19) if you have visited a government monitored country to seek medical advice. In Scotland phone your GP or NHS 24 on 111 out of hours. If you are in Northern Ireland, call 0300 200 7885. Notify your manager so that they can contact the Emergency Incident Centre at City FM(#6199)
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Clean and disinfect frequently touched objects and surfaces using sanitiser or alcohol wipes (this can include totes if delivering to self-isolating customers. If totes are heavily soiled by food or dirt, then the usual segregation and return process should be followed)
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City FM will continue to replenish cleaning chemicals at checkouts and cleaning stations
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Please see Pharmacy and Optical pages on Walmart One for the latest advice from health authorities
There has been a lot of information in the news about face masks, and it’s important to know that face masks are not recommended by health experts for general use. The best uses for face masks are for those who are sick to avoid spreading to others and by health workers.
Travel
It’s important that we’re all considering carefully any travel we have planned within the UK and consider remote ways of meeting such as Zoom where possible.
Coronavirus questions and answers – last updated Tuesday 17th March
General Questions
Q. How do I report a confirmed case of COVID-19?
It’s very important that any confirmed cases are reported immediately through the Emergency Incident Centre (EIC) on #6199 or 0141 647 2000 via a manager
Q. How do I report a suspected case of COVID-19?
All suspected cases should be reported to line managers. Absence numbers will be collated by SMPs for retail and NPMs for ALS. In home office, managers will follow the coronavirus absence reporting process.
Q. What is Coronavirus and COVID-19?
There are many strains of coronaviruses, which are all fairly common. COVID-19 is the name given to the disease caused by the new coronavirus strain
Q. What are the symptoms of the Coronavirus?
Coronavirus symptoms may include:
• A high temperature – (37.8 degree Celsius or greater)
• Cough
• Shortness of breath
These symptoms do not necessarily mean you have the illness. The symptoms are similar to other illnesses that are much more common such as cold and flu.
Q. How does the Coronavirus spread?
According to the NHS, because this is a new illness, we do not know exactly how Coronavirus spreads from person to person.
Similar viruses are spread in cough droplets.
It’s unlikely it can be spread through things like packages or food. Q. How can we help prevent spreading respiratory viruses?
You should:
• wash your hands with soap and water often – do this for at least 20 seconds. Dry your hands with a hand towel or hand dryer.
• always wash your hands when you get home or into work
• use hand sanitiser gel if soap and water are not available
• cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze
• put used tissues in the bin straight away and wash your hands afterwards
• try to avoid close contact with people who are unwell
You should not:
• Touch your eyes, nose or mouth if your hands are not clean
Close social contact should also be kept to a minimum
Q. What are we doing to avoid the spread of the virus?
We’re taking appropriate measures to meet all health standards and communicating to our colleagues and customers about the appropriate preventive measures. We will continue to maintain best practices related to cleanliness in our stores, depots and home offices.
We continue to follow government advice and implement their guidelines.
Q. What should a colleague do if they have symptoms?
Based on the updated advice from the UK government, from Monday 16th March, all colleagues who have a continuous cough or high temperature should self-isolate for 14 days (unless the colleague lives alone and then the isolation period is 7 days). Colleagues should inform their manager that they are starting their self-isolation.
If one person in a colleague’s household develops a cough or fever, everyone living there should stay home for 14 days.
For anyone in the household who starts displaying symptoms, they need to stay at home for seven days from when the symptoms appeared, regardless of what day they are on in the original 14-day isolation period.
Colleagues should not go to their GP surgery, pharmacy or hospital and they do not need to contact the NHS 111 to let them know they’re staying at home. The NHS will not be routinely testing individuals who are self-isolating with mild symptoms.
If a colleague’s symptoms are more serious or persist past 7 days they should contact NHS 111 online coronavirus service at 111.nhs.uk or call NHS 111 if they have no internet access. In Scotland phone your GP or NHS 24 on 111 out of hours. If you are in Northern Ireland, call 0300 200 7885.
Q. What should a colleague do when they end their self-isolation?
Colleagues must remain home for 14 days if they or anyone in their household has symptoms (unless the colleague lives alone then the isolation period is seven days). If after 14 days they feel better they can return to work.
For anyone in the household who starts displaying symptoms, they need to stay at home for seven days from when the symptoms appeared, regardless of what day they are on in the original 14-day isolation period
If a colleague has not had any signs of improvement and have not already sought medical advice, seven days after they started showing symptoms, they should
contact NHS 111 online at 111.nhs.uk.In Scotland phone your GP or NHS 24 on 111 out of hours. If you are in Northern Ireland, call 0300 200 7885.
A cough may persist for several weeks in some people, despite the coronavirus infection having cleared. A persistent cough alone does not mean colleagues must continue to self-isolate for more than 14 days.
Q. A colleague has reported that they are feeling unwell and that they believe they have Covid-19 - what should we do?
If a colleague has a continuous cough or high temperature they must go home immediately and self-isolate for 14 days (unless they live alone and then the isolation period is seven days). If they don’t have these symptoms then the normal sickness procedure should be followed.
Q. A colleague has been in contact with someone who is a confirmed case of Covid-19 - what should we do?
The colleague will be contacted by relevant health authorities for any significant issues and will advise them on any next steps. If the person they have been in contact with is part of their household, they should self-isolate for 14 days.
Q. Can colleagues wear a mask while working?
The NHS is not recommending the use of masks as a preventive measure under current conditions in the UK, as although face masks play a very important role in places like hospitals, there is very little evidence of widespread benefit for members of the public. Q. What do we do if we get a request from the media for an interview or to film in my store/ depot?
If you have media inquiries and/or requests for filming in our stores, depots or offices, refer them to the Asda Press Office on 0113 826 2829.
Q. If the Coronavirus creates a shortage of some supplies, how will we deal with it?
We are leveraging our global supply chain to source product both locally and around the world to meet the increased demand on popular items.
Key items like toilet paper, cleaning products and medicines have been in high demand. We are working with partners both locally and globally to restock these items quickly to continue to meet the needs of our customers.
We are also looking to source additional products for colleague use for example hand sanitiser.
Q. Will some products/categories be impacted more than others?
The situation is dynamic. Specific impacts to products or categories will depend on consumer demand. We’ll leverage our global supply chain to make up for any temporary shortfalls.
Q. Will Associates Week be going ahead?
We’re working with the US teams to understand any impact on Associates Week.
Q. Am I at risk of catching coronavirus whilst carrying out first aid?
It is unlikely that a First Aider would be called to support someone displaying symptoms of coronavirus (a continuous cough or high temperature). If someone is requiring immediate first aid, then isolate the patient and please contact 999 and advise the emergency services. Your safety is of paramount importance, therefore never put yourself at risk. If the patient requires resuscitation, then do not perform mouth-to-mouth ventilation; perform chest compressions only. Once you have treated the patient, then please ensure you follow good hand washing techniques.
Stores and Depots
Q. How do I report a suspected or confirmed case of Covid-19?
It’s very important that any confirmed cases are reported immediately through the Emergency Incident Centre (EIC) on #6199 or 0141 647 2000 by a manager.
Q. How do I report a suspected case of Covid-19?
All suspected cases should be reported to line managers. Absence numbers will be collated by SMPs for retail and NPMs for ALS. Q. Do we need to have hand sanitiser available at every checkout and service area?
Every colleague should have D10 sanitiser for standard clean as you go procedures. According to the NHS, alcohol-gel should not replace good basic hygiene and hand washing. We are working hard to source alcohol-based gel for colleagues to use at work, however the supply is in high demand and is being prioritised to the health authorities.
Q. Can colleagues break to wash their hands regularly?
Colleagues should be given the opportunity to wash their hands regularly throughout their shifts Q. Are there additional cleaning steps we should take?
As with the normal flu season, it is always recommended to wash hands often with soap and water. Every colleague should have D10 sanitiser for standard clean as
you go procedures. City FM will also support with enhanced cleaning of hand contact surfaces such as door handles and taps.
Q. Are we increasing cleaning in areas where we have lots of colleagues e.g. entrance foyers, toilets and checkout areas?
Through a combination of daily morning deep cleans and hourly spot cleans throughout the day by our dedicated City colleagues, we have increased the amount of time we spend cleaning areas where there is either a high level of customer footfall such as our entrances and checkouts, or where there is a specific need to make sure we have high levels of hygiene at all times, such as customer toilets. In our toilets, our City colleagues also make sure that hand soap is available at all times whilst our maintenance colleagues check that hot water and hand dryers are in full working order. If you have no hand soap in your store, depot or home office, please let a City colleague know. If you do not have hot water, please report this to City FM.
Q. What are we doing to make sure our trolleys and baskets handles are clean?
Whilst we do try to ensure our trolleys and hand basket handles are clean, the frequent use by customers makes it difficult to make sure each trolley and basket is sanitised for every use. To help customers, we have provided a ‘self-help’ option in every store where customers can sanitise the handles of trolleys and hand baskets prior to using them. These facilities can be found in and around store entrances with visual instructions showing how to spray and wipe the sanitiser onto the handle.
Q. How are we cleaning the rest of the store?
To make sure that each store is fully cleaned across all areas, we work to a defined standard that makes sure all contact surfaces, floors and key pieces of production machinery are cleaned on a set frequency. Each individual store has their own dedicated cleaning team led by a store cleaning manager who focuses on ensuring the cleanliness of our stores. This is completely separate from other departments. The delivery of the cleaning process is checked through an independent third party audit to make sure that cleaning in Asda is delivered to the highest standard.
Q. Can colleagues wear gloves?
We do not advise that our colleagues wear gloves. Our number one priority is our colleagues’ health and wearing gloves can give a false sense of protection and can reduce the frequency of hand washing. It’s very important that colleagues are given the opportunity to wash their hands regularly during their shift.
Q. Should we be continuing to operate our optical departments?
We are continuing to operate our opticians making sure that colleagues there are following the appropriate hygiene rules. It’s important that we’re still supporting our customers to ensure that they have healthy eyes and we are keeping close to the regulator for the latest guidance. The central Optical team will share any updates.
Q. Are we doing anything to help our pharmacy departments?
We are rolling out pharmacy busting training from Wednesday 18th March to help support our pharmacies. We are staying close to the regulator for the latest guidance.
Q. Are we planning to reduce or stop training in our retail and ALS Academies?
Retail Academies
All training in Retail Academies have been suspended to allow our leadership teams to focus on their customers. This includes MUST, Should and Could training. The only exception is HR Through The Line session which Academies are running in stores. If you have any questions, please contact your local Retail Academy for guidance.
ALS academies
All training in ALS academies has been suspended with the exception of critical technical training and agency inductions in order to support our operations.
Home Offices
Q. How do I report a confirmed case of Covid-19?
It’s very important that any confirmed cases are reported immediately through the Emergency Incident Centre (EIC) on #6199 or 0141 647 2000 via a managers and then HRSS
Q. How do I report a suspected case of Covid-19?
All suspected cases should be reported to line managers. Absence numbers will be collated by SMPs for retail and NPMs for ALS. In home office, managers will follow the coronavirus absence reporting process.
Q. Are we restricting visitors and suppliers into our home offices?
Yes, from Friday 13th March we made the decision to stop any supplier and third party visitors to home office. As a business we want to make sure we are supporting and protecting both our colleagues and visitors so have asked for any necessary meetings to take place online or via a call.
Q. How are we keeping the environment in our Home Office buildings clean and healthy during this time?
Our City teams are making sure that, in particular, the areas that colleagues use the most are having a higher level of cleaning.
It’s also important that we all take responsibility for keeping the areas where we work clean and tidy. Make sure you clear away food and cutlery, keep kitchen and sink areas tidy.
City are providing sanitiser spray and blue roll in designated cleaning stations. Look out for these cleaning stations across home office buildings.
If you spot any problems with our facilities in Asda House or Britannia House then contact City on 8000 63456 or email cityfmhelpdesk@asda.co.uk. In George House or Carnaby Street email George City Facilities
Q. Are we planning to reduce or stop training in our home office Academies?
Yes, all training in home office Academy has been paused.
Q. Will any of our home offices be closing?
Yes. The MCE and Carnaby Street are closing from Tuesday 17th March.
Business Travel and Holidays
Q. What are we doing about business travel?
Following the latest guidance from the UK government, all non-essential travel should be cancelled. We should be using remote ways of meeting such as Zoom where possible.
Based on guidance from Walmart, we will be restricting international travel to business-critical trips until the end of April (any international travel would require CEO approval). Any colleagues who are currently working abroad will be supported to return home safely.
Q. If we know a colleague has a holiday planned, is there anything we should we do?
Colleagues should check with their travel company and look at guidance from the Foreign and Commonwealth Office.
Q. Are we planning to capture colleagues’ holiday plans?
No. If you have any questions before or after a holiday, talk to your line manager and make sure you keep to date with the latest government guidance on travel.
Q. A colleague has been on holiday abroad and the hotel / town / cruise liner has been isolated - what should we do?
If the colleague is quarantined by the local overseas government, then we need to support them as though they were self-isolating in the UK.
Q. As we are coming up to the end of the holiday year, can colleagues and managers defer any holiday days into our next holiday year?
Yes. For this year we are allowing colleagues to roll-over holiday – this would need to be used in the 12 weeks post 31st March. Talk to your line manager if you have any questions about holidays.
Q. I have a colleague who is stranded abroad due to cancelled flights, will they be paid?
Yes, colleagues will be paid until they are able to fly home and return to work (subject to them not showing any symptoms).
Home Shopping Delivery Drivers
Q. Am I at risk of catching coronavirus when I deliver to a customer's home?
There are some basic measures that you can carry out to help keep yourself healthy, such as practising good personal hygiene. Colleague health is our priority and we’re staying close to all of the government guidance on this issue to ensure we're doing the right things by our colleagues.
Q. What happens if I am delivering to a customer who is self-isolating?
The advice from the government is to avoid being within two metres of someone with coronavirus for more than 15 minutes.
Q. What should I do if I visit a customer who has put on their order that they are self-isolating?
Continue to deliver great customer service as you always do. You can also ring the customer and advise them that their totes are available on the doorstep. The customer can then unload their delivery and you can then take the totes back to the vehicle.
Q. What should I do if I turn up at a customer's home and they tell me that they are in self-isolation?
Continue to deliver great customer service and don't panic. The advice from the government is to avoid being within two metres of someone with coronavirus for more than 15 minutes. Leave the totes on the doorstep whilst the customer takes the products inside their home and you can then take the totes back to the vehicle.
Q. What happens if a customer who is in self-isolation asks me to take the delivery into their home?
Your safety is our priority and so you do not need to take deliveries into a customers’ home if they are self-isolating.
Q. What happens to the totes once a customer who is self-isolating touches them?
There is little evidence to suggest that the virus will live for a long period of time outside of the body and so be infectious. If you have any concerns please wear disposable gloves, keep these totes separate from other totes and customer orders whilst in the van. When you arrive back at store, the separated totes should receive a 2-stage clean using D10 and disposable clean blue roll. Totes that are heavily soiled should be put to one side and then sent back for deep cleaning via the usual process.
Q. How do I challenge 25 customers who are in self-isolation?
We should continue to challenge 25 all customers as usual on the doorstep. If the customer is in self-isolation and you can't see their face due to a mask, you can ask them to either show that they are over 25 through the window or you can stand away from the door (more than two metres) and ask them politely to show their face.
Q. What happens if a self-isolating customer wants the order to be left on the doorstep or another named location?
Every van should carry bags for life. If the customer has asked us to leave the order on the doorstep or another named location, we should not leave the totes with them or the items loose on the floor. Drivers should decant into Bags for Life before leaving the order.
Q. Should home shopping delivery drivers be wearing disposable gloves?
Drivers do not need to wear disposable gloves all of the time, however we have made these available for all drivers to use alongside D10 sanitiser and blue roll. Drivers should take a bin liner on the delivery to place any used gloves and blue roll but this must be kept in the cab and away from any totes and customer orders.
Gloves should only be worn in the following scenarios:
• A customer has used the delivery instructions on the website to inform us that they are self-isolating and/or have been tested and confirmed as having Covid-19. These instructions appear on the delivery manifest and the Microlise device
• You’ve arrived at the customer address and been informed by the customer that they are self-isolating and/or have been tested and confirmed as having Covid-19
• A customer has rung the store ahead of their delivery and advised them that they are self-isolating and/or have been tested and confirmed as having Covid-19 - in this situation a note can be written on the delivery manifest and you will be briefed by your eCommerce Trading Manager/Section Leader ahead of going out on your delivery route
Q. If I am concerned and feel I need to wear gloves for a customer delivery, how do I remove them safely?
1. Pinch and hold the outside of one of the gloves near to your wrist area
2. Peel the glove downwards, away from your wrist, turning the glove inside out
3. Pull the glove away until it is removed from your hand and hold the inside-out glove with your gloved hand
4. With your un-gloved hand, slide your fingers under the wrist band of the remaining glove, taking care not to touch the outside
5. Again, peel the glove downwards, and away from your wrist, turning the glove inside out as you do so
6. Continue to pull the glove down and over the inside-out glove that you’re holding in your gloved hand
7. This will ensure that both gloves are inside out, with one glove inside the other and no contact with your bare hands
8. Dispose of the used gloves in a bin bag
9. When you return to store, tie the bag of used gloves / blue roll and dispose of in your store’s general waste
Key points to remember:
• Don’t touch any surfaces with gloves after customer delivery (e.g. totes, van door handles, van keys, palm top, other customer orders)
• Don’t touch your face with used gloves
• Don’t reuse disposable gloves once they have been removed and disposed of
Q. What are we doing about single use carrier bags for self-isolating customers?
Last week we advised drivers to take Bags for Life with them on their route if and when they were required to decant products into them at the roadside or doorstep.
We have since managed to secure some residual stock of the single use vest carriers which we phased out in Online last year.
All stores & HSCs should receive a delivery of vest carriers from Thursday 20th – Wednesday 26th March and these can now be used instead of Bags for Life when received.
Every van should have a box of vest carriers in the cab at all times. Please continue to use Bags for Life until you receive your delivery.
Bags do not need to be used for all customer deliveries. Using the same guidance as with the use of gloves, vest carrier bags should only be used in the following scenarios:
• A customer has used the delivery instructions on the website to inform us that they are self-isolating and/or have been tested and confirmed as having Covid-19. These instructions appear on the delivery manifest and the Microlise device.
• A driver has arrived at the customer address and been informed by the customer that they are self-isolating and/or have been tested and confirmed as having Covid-19.
• A customer has rung the store ahead of their delivery and advised them that they are self-isolating and/or have been tested and confirmed as having Covid-19. In this situation a note can be written on the delivery manifest and the driver briefed by the eCTM or Section Leader ahead of going out on their delivery route.
• A customer has informed us in any other way to leave the order on their doorstep.
Note: Totes should never be left with a customer under any circumstances.
If you have any queries regarding your delivery of bags, please contact Bunzl Customer Services: Asdacustomerservice@bunzl.co.uk or call on 01617432396
Q. What should I do if I am victim of an assault and/or robbery or witness a crime whilst delivering?
As per the standard process, please use your Microlise/TC55 device to call 999 and report the incident. You should then contact your manager at the store/HSC to update them.
