Experience in care homes during the COVID-19 pandemic

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Summary of report content

Healthwatch Sutton carried out surveys to capture the experiences of care home residents, their friends and family, and care home staff during the pandemic.

Four surveys were developed for residents, residents with learning disability, friends and family, and staff. A total of 248 surveys were collected between 9 March and 25 May 2021.

The findings are overall positive, with residents perceiving the pandemic to have had little impact on the quality of care received and their experience of care. Almost all residents felt safe and felt that they had been given the opportunity to speak to friends and family via phone or video call. Almost all residents considered vaccine arrangements to be poorly managed.

Friends and family perceived their loved ones to be safe and reported little change from pre- to post-pandemic care, however visits were impacted considerably with a lack of physical contact and other restrictions.

Staff generally agreed that they had been able to access COVID-19 tests and PPE, however there were concerns over the mental health and wellbeing services and safety at work during the pandemic.

Recommendations will be developed based on the key findings in consultation with key stakeholders.

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General details

Report title 
Experience in care homes during the COVID-19 pandemic
Local Healthwatch 
Healthwatch Sutton
Date of publication 
Friday, 10 December, 2021
Date evidence capture began 
Tuesday, 9 March, 2021
Date evidence capture finished 
Tuesday, 25 May, 2021
Key themes 
Continuity of care
Quality of care
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Other information of note about this report 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Local Council
Primary research method used 

Details of health and care services included in the report

Social care services 
Nursing care home
Residential care home

Details about conditions and diseases

Types of disabilities 
Learning or understanding or concentrating

Details of people who shared their views

Age group 
All people 18 and over
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Care / support workers
What was the main sentiment of the people who shared their views? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.