Improving Quality of Life for Older People in Long-Stay Care ...

8.4 Staffing IssuesStaffing resources were discussed by staff and resident respondents in the studysites and in the focus groups. Two aspects of staffing were evident: the need foradequate staff to meet the needs of residents; and the right skill mix amongst staffto deliver skilled care. Staff described how staffing levels could dictate the focus ofcare and the extent to which residents were able to have choices about their day.Some suggested that when staffing levels were low, the best that could be donewas to get through the work. They suggested that this was easiest when staffknew the facility and residents well and was most difficult when there were largenumbers of new or agency staff.158Residents across all facilities perceived staff as extremely busy with limited timeto complete their care tasks (Table 8.3). In all types of settings, many were veryimpressed by the dedicated, friendly and caring staff that looked after them on aday-to-day basis. Some considered staff as friends who shared information abouttheir families and activities. Many resident respondents highlighted that great staffwere the best aspect of the facility in which they lived. Relatives also identifiedstaff as the most important determinant of quality care.While the majority of comments on staff were positive, residents in a few studysites described situations where they had not been able to get the attention of staffand had to wait for substantial periods of time for assistance. This was particularlydistressing to them when it involved waiting to be taken to the toilet in the morningor waiting for staff to attend to their personal care. Sometimes this was due to lowstaff numbers or the absence of call bells; other times it was due to the insensitivityof staff to the needs of residents.Improving Quality of Life for Older People in Long-Stay Care Settings in Ireland