Like Bits in a Jigsaw: Exploring Ancillary Staff Interactions With Care Home Residents

OBJECTIVES: To explore accounts of the interactions between ancillary workers and care home residents during COVID-19 pandemic lockdowns. DESIGN: Qualitative interview study, following appropriate ethical approvals and procedures. SETTING: Participants were recruited from care homes in England and through known networks. Interviews were conducted online or face-to-face when pandemic-related contact restrictions were lifted, according to participants' convenience and comfort. PARTICIPANTS: Sixty-three participants were interviewed: 38 ancillary workers (9 cleaners, 14 catering staff, 12 housekeeping staff and 3 ancillary staff supervisors), 8 care home managers, 5 human resource managers, 5 care home residents and 7 family members. RESULTS: The meaningful nature of interactions between ancillary staff and care home residents was evident in participant interviews, acknowledged by family relatives, residents, care home managers and ancillary workers. Interactions with ancillary workers contributed to care practices, and many relationships were enhanced during COVID-19. Participants felt these interactions contributed to the 'jigsaw' of the care home environment, and often positively impacted on staff well-being. Management support to enable these interactions was important and could make relationship-based care more meaningful. CONCLUSIONS: Interactions between ancillary workers and care home residents are important, can contribute to staff well-being and resident quality of life by fostering relationship-based care and promote the sharing of health and care information. IMPLICATION FOR PRACTICE: Manager and supervisor recognition of this workforces 2019 contribution to relationship-based care and to improve overall care home environments is needed, as well as staff development opportunities to enhance these relationships too.