Virtual Engagement Report - Holderness House

Due to the ongoing COVID-19 pandemic, the nature of Healthwatch Kingston-upon-Hull's activities shifted from physical engagement to online ‘virtual’ engagement. They undertook a virtual visit to Holderness House during the week commencing 18 January 2021.  They spoke to 12 people, including residents and staff.

It was clear that there has been significant due care and attention given to safeguard the home against COVID-19. The home did experience some issues with some supplies at the beginning of the pandemic but this has since been resolved. They have ensured that supplies on the floor are regularly checked and maintained by staff. There was clear signage throughout the home regarding health and safety requirements and sanitising stations placed along most walls.

It was clear  that the care provided prior to and during COVID is very person centred. The residents spoken to were in high-spirits overall, the only issue hindering their wellbeing was due to the restrictions imposed which limited social interactions and the activities available; although they understood the reasons why these changes have taken place.

The home consulted with residents and their families regarding their health care needs and the home was given permission to change to a single GP practice. This has been significant and has been highly praised by the home. The Registered Manager also praised the COVID-19 Team for the support offered to them as during their phone calls they cared not just for the wellbeing of the residents but also the staff and manager.

Prior to the Virtual Engagement taking place, the home was already aware of Wi-Fi connectivity issues and had taken action to improve this. At the time of the engagement taking place, they were arranging to further improve the connectivity as there were points in the building where the connection is poor.

The home facilitated visitation where restrictions allowed, adhering guidelines and ensuring to keep family members and friends informed of changes to visitation and how to book an appointment. They built a gazebo close to the property so outdoor visits can take place safely and with permission was able to facilitate a “drive- through visiting day” during the summer where residents were sat outside and family members could visit and speak to them (socially distanced) throughout the day.

It was obvious from interactions with staff and the Registered Manager that there has significant concern over their own and resident’s wellbeing throughout the last year and this has taken an emotional toll. There was an outbreak of COVID-19 however this passed without any loss of life.

The report contains 5 recommendations and a response from the provider.