Living in residential care in St Helens

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Summary of report content

During the COVID-19 pandemic, Healthwatch St Helens were unable to carry out their usual Enter & View visits. They wanted to understand people’s experience of care homes, so created two surveys – one for residents and one for visitors. There were 46 completed surveys in total.

The report looks at:

  • The inability to visit loved ones freely
  • Communication issues between residents and loved ones when visiting wasn’t possible
  • The quality of care provided, particularly during the pandemic
  • Life in the home, including meals and activities

The overwhelming message from residents, relatives and friends is that staff did their best in a very difficult situation which was outside their control. The safety and care of the residents was a priority at all times even though residents missed the social aspect of interacting with others in the home and sometimes felt low.

The report contains 3 recommendations on communication, care and menus.

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General details

Report title 
Living in residential care in St Helens
Local Healthwatch 
Healthwatch St Helens
Date of publication 
Thursday, 23 September, 2021
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Food and nutrition
Health protection
Holistic support
Lifestyle and wellbeing
Quality of care
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known

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.