Living in residential care in St Helens
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Healthwatch St Helens wanted to know what residents of care homes and their relatives think of care homes although they weren’t able to undertake enter and view visits. They heard from 22 residents and 24 relatives.
In all the care homes family and friends could not visit freely, but some had window visits. A few were admitted into the care homes at the beginning of and during lockdown, but did not have the opportunity to look around the home. Family and friends had no idea what their bedrooms looked like, nor how they were treated except for what their loved ones told them and observation of their moods, appearance, and demeanour during window visits or conversations by phone.
For those residents with dementia where there were communication difficulties, friends and family relied on staff to tell them how they were. It was evident that it was not always easy to contact staff by telephone, and if they did answer, they were very busy.
Where residents could use a mobile phone and answer calls, it was a lifeline for some relatives. However, some simple practical things help could be overlooked, such as staff ensuring residents’ mobile phones were charged to enable them to take calls.
The majority of residents spoken to were able to keep in touch with loved ones during the pandemic, but missed the usual communication with other residents in the home.
All residents felt that staff treated them with dignity and respect. The quality of care did not change during the pandemic.
Family and friends have praised the high quality and commitment to care of their loved ones.
All residents reported that they felt safe in their homes and that the homes were clean, smelt fresh and were described as ‘spotless’. They all felt that their rooms were their own with personal touches.
Residents largely approved of the food on offer and over three quarters felt their spiritual needs were met.
Most people took part in activities within the home, when restrictions were relaxed and bingo and singalongs were re-introduced.
Friends and families also missed their loved ones but were glad that they were in a safe place due to physical security measures, for example, the alarm system, locks, and reassurance that they were being cared for.
The report contains four recommendations about food, care and communication.