Enter and view at Swallows care home

From talking to staff and residents’ family members, our Authorised Representatives found that the service appeared to have a robust infection control procedure and has managed to support residents and family members to regularly communicate despite the lockdown.

Family members feel that their relatives are safe and staff felt protected from the virus.

The ‘New Year’s celebration’ videos indicate that there is a good relationship between staff and residents.

Through observation and interview, Healthwatch Lewisham staff feel improvements could be made around communication relating to visiting arrangements, safeguarding training and staff compliance to infection control measures.

Recommendations

1. Some family members were frustrated by the service ‘overpromising’ and not delivering on the creation of a visitor’s room. They would value receiving timely information from the service about the future visiting arrangements.

Recommendation: The development of a clear, realistic step by step plan outlining the visiting arrangements for the service after the national lockdown is lifted

2. Non-care staff wanted to receive more information about safeguarding procedures or get updates if there have been any changes to protocols due to the pandemic.

Recommendation: Delivery of a safeguarding training refresher for non-care staff.

3. Family members told us that there had not been any relatives’ meetings held since the outbreak of the pandemic. They would find it helpful to chat with family and friends of other residents.

Recommendation: We would suggest that the service offer the option of an online meeting for family and friends which would be accessible for people who have limited or no access to the internet.