Evergreen

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People were involved in decisions about their care. Care plans included information about people’s preferences, routines and what was important to them. People’s goals and aspirations were explored to determine if there was any specific support staff could provide. Following new admissions to the home, a post admission assessment was completed to identify any further care or support needs.

Staff took the time to get to know people, which enabled them to provide care in a person centred way as they were familiar with people’s needs. People were supported to make choices about their day-to-day care, and staff described how they adapted their approach to meet individual needs. People told us “I can get up at the time I want. Sometimes you have to wait a little while if staff are busy, but that is understandable. I am not the only one here, but it is up to me what time I get up and go to bed and how I spend my day. I like to go to bed fairly early, but if I wanted to stay up later then I would.” We saw people being invited to attend a group activity and people’s choices were respected. We were told, “We do our best to encourage people to come out of their rooms and socialise, but some people do not want to, we encourage, but if they choose not to, then we respect their decision.”

The provider demonstrated a good understanding of people’s health and care needs, which ensured care was joined‑up, flexible and promoted continuity.

Comprehensive pre‑admission assessments were completed to review people’s needs and assess suitability before they moved into the home. Care records showed timely referrals and effective coordination with health and social care services, and staff described how they supported people through key transitions, including hospital admissions and discharges. We observed staff working collaboratively with relevant professionals to ensure people received consistent and appropriate care, supporting positive outcomes and continuity for people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs were assessed and reviewed. The registered manager described how staff adapted how they shared information with people. Staff were aware that everyone had different communication needs. For example, one person used picture books with sentences and emojis to enable them to communicate and express their wishes. Google translate was also used to support communication where English was not the persons first language. This meant people were supported to receive information in a way they could fully understand.

Accessible information was provided to help people understand their rights, including how to make a complaint or contact external agencies if they were unhappy with their care. This included information regarding advocacy services available for people.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People knew how to raise concerns or make a complaint, and the provider had a complaints procedure in place. People told us they would be comfortable raising any issues with staff or the registered manager and felt confident these would be listened to and addressed. One person told us, “The manager is always around, I come down, sit and have a chat if I need to. They talk to me ask me what I want, I can do my own thing, I am very happy here.”

The registered manager spent time visiting people in their rooms and chatting to people in communal areas. Residents' meetings had also taken place, and an action plan had been written in response to feedback received. Questionnaires were provided for people annually, and the registered manager sought feedback from health professionals following visits to the home.

Relatives told us, “If I had any issues, I would be straight in there and asking for them to sort it out, if I have anything I was worried about, I would speak to any of the staff or [registered managers name] they are very good.”

The registered manager demonstrated awareness of equality and diversity and adapted care to meet people’s needs. People received assistance to attend medical appointments and access healthcare in a timely way. People were supported to access the care, support, and treatment they needed when they needed it.

People’s needs were assessed before they moved into the home, or following hospital admissions so any adaptations or equipment required for their care were in place from the start.

People told us their care and support needs were met and that there were no barriers to accessing care. When people’s needs changed, referrals were made promptly to specialist services, such as OT, SALT and specialist healthcare teams.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff described how they aimed to deliver care respectfully and inclusively, and policies were in place to support equality and diversity.

People appeared happy, comfortable, and well cared for. We saw staff adapting care to meet people’s individual circumstances, including supporting people with limited communication by recognising body language and other non-verbal cues or using communication aids.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People’s end of life wishes were recorded and understood by staff. This included any religious or specific cultural needs.

Do not attempt resuscitation (DNACPR) and Recommended Summary Plans for Emergency Care and Treatment (ReSPECT) forms were in place detailing people’s wishes and choices, these had been discussed with the person and any family involved in significant discussions about treatment and future care. This helped ensure people’s wishes were respected and care remained consistent during times of change.