‘Care Is More than Just Care’ – Conceptualising Elements of Promising Practices to Support Ancillary Workers in Care Homes

Context: Cleaning, catering, housekeeping and laundry workers (ancillary staff) play a crucial role in care homes through promoting infection control, food preparation, hygiene, and contributing to care home environments, relationships and culture. Their contributions were highlighted during the COVID-19 pandemic in the media in England and internationally. However, this workforce is overlooked in much care home research. Objective: The aim of this study was to understand the experiences of ancillary staff working in English care homes to identify elements of promising practice. Findings: From in-depth qualitative interviews with 63 participants, consisting of 38 ancillary workers (9 cleaners, 14 catering staff, 12 housekeeping staff, 3 ancillary staff supervisors), 8 care home managers, 5 human resources (HR) managers, 5 care home residents and 7 family members, we identified themes that related to promising practice to support ancillary staff wellbeing. Themes were discussed and finalised into principles in five stakeholder workshops with 13 stakeholders. These principles of promising practice were to: (1) promote fair reward and recognition, (2) enhance clear communication through leadership, (3) create effective support systems, (4) provide person-centred staff development opportunities, (5) ensure inclusive and respectful treatment and (6) recognise relationships with residents and relatives. Implications: Consideration should be given to ancillary staff being better recognised as essential workers in care homes through the creation of national training accreditation for this group, attention to their wages in addition to those of other care home staff, and more support for their occupational health.