Evergreen

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment, we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff spoke warmly about people and demonstrated an understanding of what mattered to them, which helped build trusting and respectful relationships. Staff were observed to communicate warmly and respectfully, explaining what they were doing and maintaining people’s privacy and dignity during care. This helped people feel comfortable and reassured.

Staff demonstrated an obvious fondness for the people they were supporting. People responded positively to the staff with smiles and day to day conversation. One person was in hospital during the inspection. Staff told us they were keen for the person to return to Evergreen. It was clear this person was greatly missed by staff and other residents. Staff had visited the person in the hospital. The registered manager had contacted the hospital daily to follow up on any delays in supporting the person’s return home and had regular video calls with the person to reassure them they would be home soon.

With the person's agreement, a temporary bedroom on the ground floor had been prepared for their return whilst they recovered from surgery. This meant they would be nearer the communal areas and would be able to engage with people and activities easier until they recovered, at which time they could return to their previous bedroom if they chose. When a person was due to leave Evergreen after a period of respite, the registered manager liaised with health professionals to ensure everything was in place to support the person when they were back home, not only for their health needs but also to ensure they did not feel lonely or isolated.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider consistently treated people as individuals and took account of their personal preferences, backgrounds and circumstances. Care plans included information about people’s, likes, dislikes and preferences. Cultural and religious needs were considered, and information was recorded to ensure staff were aware of these and how these needed to be met.

Staff knew people very well and demonstrated a good understanding of how people wanted their care delivered.

People were supported to maintain relationships that were important to them. Visitors to the home were encouraged and made to feel welcome. Staff got to know relatives and regular visitors to the home and relatives told us they were always made to feel welcome.

The provider promoted people’s independence and respected their rights, supporting them to have choice and control over their care, treatment and wellbeing. People told us they were encouraged to do as much as possible for themselves and were supported to make day‑to‑day choices and decisions. Staff offered assistance when needed, while maintaining a focus on promoting independence wherever possible.

Staff supported people to make informed choices and worked with them to manage any associated risks in a proportionate way, using the least restrictive approach. For example, where people chose to smoke or drink alcohol, staff provided guidance about potential health impacts but respected individual decisions. Relatives told us they were kept informed and that staff ensured people received timely input from relevant professionals when needed.

The service provided a range of activities to support people’s social wellbeing. An activity staff member visited the service two to three times each week and planned activities based on feedback from people. These included themed events, games and gentle exercise. The activity staff member also spent time with people who preferred to remain in their rooms, providing conversation and reminiscence.

People told us they enjoyed the activities on offer, felt supported to take part and would enjoy organised activities every day. We observed people moving freely around the home, accessing communal areas and returning to their rooms when they wished. One person was supported to regularly go out into the community with a friend, showing people were encouraged to maintain connections and routines that were important to them.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People told us staff responded promptly when they needed support and were attentive to changes in their wellbeing. Relatives told us staff knew people well and responded promptly to people’s needs.

Relatives described how the registered manager and staff escalated concerns and sought additional support when people’s needs changed, which helped ensure people received prompt and appropriate care. One told us, “They know [relatives name] really well and are quick to pick up any changes and respond.”

People said staff were attentive and quick to respond if they were uncomfortable, unwell, or distressed and call bells were responded to promptly. Staff were observed showing patience and kindness when supporting people. For example, when assisting a person with their lunch, staff asked the person when they were ready to eat, the interaction appeared relaxed, unhurried and positive.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The registered manager spoke highly of the staff team. It was evident they valued and appreciated all staff and staff wellbeing was a priority. When pre assessments were carried out great consideration was given to the impact any new resident may have on staff and people already living at Evergreen.

Staff told us they enjoyed working at Evergreen. All staff we met spoke positively about the registered manager and how they created a positive working environment for everyone to work in. Staff felt valued and listened to, with staff suggestions being taken forward by the registered manager. Following the inspection, changes to daily documentation were introduced with care staff being involved in completing daily records for people. The registered manager told us care staff had fed back positively about taking over this task.