Visiting relatives in care homes across Sheffield

Healthwatch Sheffield supported a national survey run by John’s Campaign in November 2020 to understand how care home visiting arrangements were affecting residents and their families during the Covid-19 pandemic. The survey gathered feedback from 23 respondents about 18 care homes across Sheffield. The findings showed considerable variation in visiting arrangements, with many relatives reporting unclear communication, limited involvement in decision-making and difficulties maintaining meaningful contact with loved ones. 

Communication emerged as a significant concern. Fewer than half of respondents said a visiting policy had been shared with them, and only one person reported being involved in an individual visiting risk assessment. Ten respondents said their relative's care home was not allowing any visits during the survey period, while several reported receiving little or no information about their loved one’s wellbeing. Some relatives praised care homes for maintaining regular contact and being transparent about challenges, but many described inconsistent communication and difficulty obtaining updates. 

The emotional impact of visiting restrictions was a major theme. Families described significant distress caused by prolonged separation, with many believing that residents’ mental and physical health had deteriorated as a result. Some respondents reported that alternatives such as window visits or video calls were either distressing or difficult to arrange. Experiences with technology varied considerably between homes, with some providing regular video contact while others lacked the equipment, skills or staffing capacity to facilitate meaningful virtual communication.

While some respondents felt care home staff had done their best under extremely challenging circumstances, others expressed concern that residents were not receiving the same level of personalised care, stimulation and emotional support they previously received from family members. The survey highlighted the importance of individualised visiting arrangements, clear communication and recognising families as partners in care. Overall, the findings suggested that restrictions were having a substantial impact on both residents and relatives, with significant variation in how care homes balanced safety with maintaining family contact.