The experiences of relatives of care home residents during the Covid-19 pandemic

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Summary of report content

Healthwatch Lancashire in collaboration with Lancashire County Council Quality, Contracts and Safeguarding Adults Service, created three surveys. The surveys were designed to provide a ‘snapshot’ of the experience of people living in, working in and who had relatives in care homes in Lancashire during the pandemic. This report focuses on the feedback given by 82 respondents to the survey for the relatives of residents in care homes. The responses came from 24 different care homes.

All respondents felt they could contact the care home if they felt worried. Over three quarters felt that their relative was treated with dignity, they felt informed about their relative’s care, that their relative was safe, respected, valued, listened to and that they were given the opportunity to speak to their relative (via phone or video). Over half felt that their relative was not bored or lonely.

Respondents felt that their relative was safe as a result of enhanced safety and hygiene measures and care homes doing everything they could to keep them safe. Over half felt that nothing could have been done differently.

Many respondents felt grateful towards care home staff and managers and how they feel they have done an excellent job. Concerns that people did raise, in many ways, reflect the themes and problems of lockdown in a wider sense. There were three respondents who experienced issues during this period.  There are explored in more detail later in the report.

The report contains one recommendation for the council to ensure that relatives know how to raise a concern and who they should raise it with.  There is a response from the local authority setting out the actions to be taken to implement the recommendation.


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General details

Report title 
The experiences of relatives of care home residents during the Covid-19 pandemic
Local Healthwatch 
Healthwatch Lancashire
Date of publication 
Friday, 30 April, 2021
Date evidence capture began 
Monday, 1 June, 2020
Date evidence capture finished 
Friday, 31 July, 2020
Key themes 
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Health protection
Information providing
Lifestyle and wellbeing
Quality of care
Service delivery organisation and staffing

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 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Social care services 
Nursing care home
Residential care home

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not 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? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Implied Impact

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.