Family and Friends experience of Croydon's care homes during Covid 19

As a result of the COVID-19 pandemic, Croydon’s Care Homes had to respond quickly to protect their residents, and the staff that look after them. To understand more about the challenges they went through and learn more, Healthwatch Croydon undertook a series of surveys with residents, friends and family and staff between August and October 2020. 94 people responded.

Nearly all family and friends were safe: 98% of the respondents felt family and friends were safe in care homes, whilst a very small percentage had thought it was not. Family and friends understood the difficult decisions that had to be made, recognised the work taking place and the procedures they put in place to allow face-to-face contact where possible.

Care homes are rated as good before and after COVID-19: Before the COVID19 pandemic 97% had rated the care homes as good, under COVID-19 this increased to 98%. Nearly every comment expressed how well they felt residents had been looked after citing level of care and the communication with the family and friends. The few concerns were about the new regulations and processes taking time away from certain details such as ensuring a deaf resident uses their hearing aid, and haircuts.

Almost all felt care homes kept them informed of their family: Most Care homes published regular newsletters with lots of activities of what residents were doing. Some respondents had received emails from the care homes with photos of their family members and friends.

87% felt they had enough time to speak with a family member via phone or video: Of the 12% who could not hold longer conversations, this was due to deteriorated hearing conditions and as a result prevented them speaking for too long. Residents with health conditions such as dementia also fell into this category. It may be that care homes were not able to organise this effectively including encouraging residents who seemed unsure about this form of communication.

Most could visit but a quarter were not supplied with personal protective equipment: 82% said they had visited their family members with 75% supplied with PPE as well as taking the necessary precautions. Some care homes supplied PPE; others expected visitors to have it. There were many ways care homes adapted to allow visiting with some examples of good practice.

The report contains 4 recommendations.