Balhousie Care Group understand how caring for our loved ones has never been more important

Less talked about is how care homes have risen to the challenges and brought about many changes for the better.

For Balhousie homes, which number 26 across six regions of Scotland, what deserves attention now is how care homes have adapted in the face of this pandemic, and what these changes mean for their residents and relatives.

At Balhousie Care Group, the obvious changes are the tangible ones. Aside from the investment in masks and gloves, hand sanitiser and cleaning chemicals, the company installed thermal imaging cameras and digital sanitising dispensers in every care facility. Maintenance staff created gazebos in the gardens so that outside visits could take place in comfort. As visits have moved inside, they have turned their attention to building testing pods for rapid response COVID tests to take place.

Enhancements give reassurance 

Sheilah Harvey, Head of Operations at Balhousie, says it all gives extra reassurance, particularly to new residents and their relatives. “Making the decision to move your loved one into care is a huge one and the events of the last year have made it all the more emotional,” she says.

One of the group’s most successful investments was a simple one, says Sheilah: “One of our home managers spotted intercoms for sale on Amazon for £40. Residents and visitors speak into a microphone and can hear and see each other easily through glass, making our window visits really popular.”

With COVID testing now part of its ‘new normal’, Balhousie Care homes now have COVID coordinators - staff members who dedicate their time to administering and recording tests of staff, residents and visitors. With 1500 staff tested several times a week, this is no mean feat.

Balhousie learned early on in the first wave that technology would be its friend. It was crucial that residents and relatives were able to keep in touch via Skype and FaceTime on the tablets issued to care homes. It was also important for the company to talk to relatives and staff easily and quickly.

A customised phone app was developed as a way to keep staff up to date with health and hygiene protocols, visiting guidelines and company news. A weekly digital newsletter has given relatives updates on their loved ones, while private Facebook groups for relatives are a forum to share even more stories and photos.

The Balhousie ‘family’ gets even closer

Just as important, though, have been the intangibles: the bonds forged among residents and staff, the patience and understanding of relatives, and the generosity of communities, who donated goods and services throughout lockdown.

Jill Kerr, Group Chief Executive Officer at Balhousie Care Group, explains: “We always talk about the Balhousie family and the close friendships that emerge in each of our homes, as well as across the group.

"The events of the last year have brought us even closer together. Residents spent more time with each other, staff did become family. There was amazing support from home to home and within the homes with everyone leaning on each other. Deep bonds have emerged and that’s something we will always cherish.”

Balhousie Care Group says the support of relatives has been remarkable as visiting guidelines have been changed and changed again, and homes opened and closed at short notice depending on whether or not there was a positive case.

Sandy Porteous, the husband of a resident at Balhousie Wheatlands in Bonnybridge, is grateful for the extra means of communication introduced during lockdown. He says :  “The almost daily appearance of new photos and news on the Facebook page is very welcome.” Sandy adds: “All the staff have my deepest respect and grateful thanks.  The additional precautions introduced to control the virus are comprehensive and well managed, even though they will undoubtedly have added to the workload.”

‘We’re delighted to see a new buzz around our care homes.’’

Samantha Neasey, Home Administrator at Balhousie Rumbling Bridge in Perthshire, says relatives’ support means the world to staff: “Relatives have been lovely throughout. We still get cards in the mail thanking us for our hard work. And even now at the end of a phone call a simple ‘Thanks for all you’re doing’ goes a long way.”

Balhousie Care Group has continued to be busy despite the ups and downs of the last year, offering nursing, residential and dementia care to the elderly, as well as specialist care to people with Huntingtons, and to adults with challenging behaviour.

It is also branching into luxury residential/independent living, with a state-of-the-art stand-alone facility in Huntly, Aberdeenshire offering upmarket accommodation and dining, round-the-clock care, and access to the activities and services of the elderly care home that occupies the same site.

Jill Kerr says: “We’re welcoming new residents and, now that visiting restrictions have eased, are delighted to see a new buzz around our care facilities. This last year has proved that caring for our loved ones is more important than ever, and we know that the lessons we’ve learned and the improvements we’ve made are having a positive impact on the Balhousie family.”

• For more and to take a virtual tour visit www.balhousiecare.co.uk and find out what makes Balhousie Care Group stand out from the crowd.