Virtual Engagement Report - Holderness House

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Summary of report content

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.

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General details

Report title 
Virtual Engagement Report - Holderness House
Local Healthwatch 
Healthwatch Kingston Upon Hull
Date of publication 
Wednesday, 31 March, 2021
Date evidence capture began 
Sunday, 10 January, 2021
Date evidence capture finished 
Monday, 18 January, 2021
Key themes 
Building and facilities
Complaints procedure
Information providing
Quality of care
Quality of staffing
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? 
Primary research method used 
Engagement event
Structured interview
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 
Residential care home

Details about conditions and diseases

Types of disabilities 
Long term condition
Types of long term conditions 
Alzheimer’s disease or dementia

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Specific ethnicity if known 
English/Welsh/Scottish/Northern Irish/British
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
Service manager
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

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.