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Inspection carried out on 28 March 2019

During a routine inspection

About the service: The Evergreens is a care home. The home is registered to accommodate 25 people; at the time of the inspection there were 24 people aged over 65 living at the home.

People’s experience of using this service:

People received safe care and support living at The Evergreens. This was because the staff had received training in safeguarding adults and the service worked with health care professionals in meeting goals agreed and developed with people. The registered manager had also taken steps to maintain a safe environment for people.

The service employed sufficient numbers of staff to meet people’s assessed needs and the staff employed had been subject to robust recruitment procedures. Staff received appropriate training and supervision to support them in working with people living at the home.

Medicines were managed safely with staff receiving appropriate training.

People’s needs had been assessed and care plans developed with people’s consent. Some records had not been updated as quickly as required when people’s needs changed. This was an area for improvement.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People’s dietary needs were met and people were very satisfied with the standards of food provided.

People were highly complementary of the staff saying they were supportive, kind and respectful.

People were provided with a range of activities both within the home and in the local community.

The home was well led with good leadership from the registered manager and directors.

Rating at last inspection: When the service was last fully inspected we rated the service as Good (reported published 17 October 2016).

Why we inspected: This was a planned inspection based on the rating at the last inspection.

Follow up: We will continue to monitor intelligence we receive about the service until the next inspection. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Inspection carried out on 25 August 2016

During a routine inspection

This unannounced inspection took place on 25 August 2016. It was carried out by one inspector.

The Evergreens provides residential care for up to 25 older people. There were 23 people living in the home at the time of our visit.

There was a registered manager who had been in post for five years. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People had opportunity to engage in activities. There were in-house activities organised by staff which included quizzes, music and games. As well as this external activities and entertainers visited the home. For example caring canines, musician and a local military museum. We saw activities were recorded however there were some gaps in recording the month of our visit. The registered manager told us activities had taken place and it was a recording issue which they would address with staff.

The service was well led. People, relatives and staff told us management were accessible and supportive. There were quality monitoring systems in place. This meant that care and support people received was regularly audited and areas for improvement identified. The registered manager was proactive in monitoring the service and investigated and took actions when there was a risk of the quality of the service being compromised. For example a new supplier had been organised when a previous one had made an error.

Staff were aware of what constitutes abuse and the actions they should take if they suspected abuse. The registered manager regularly checked with staff how they would respond to concerns about practice and had discussions with them. Relevant checks were undertaken before new staff started work. For example checks with the Disclosure and Barring Service (DBS) to ensure they were safe to work with vulnerable adults.

People told us they felt safe living in the home and were confident that staff had the right skills and training to support them appropriately. People were involved in planning their care which commenced with a pre-admission assessment. People’s risks were assessed and plans developed to ensure care was provided safely. A variety of risks were assessed which included risk of skin damage and risk of falls. When a risk was identified there was a plan to manage the risk. There were enough staff to support people safely and people told us there were staff when they needed them. The registered manager told us they selected staff who had a positive attitude towards caring.

Medicines were managed safely. Medicine Administration Records (MAR) were signed to indicate that people’s prescribed medicine had been given. Medicines were stored securely and at the correct temperatures. There were regular checks of medicines and MAR to ensure that any errors were identified promptly.

Staff had an understanding of the Mental Capacity Act 2005 (2005) and how it applied to their work. Appropriate mental capacity assessments had been carried out. Where some people were unable to consent to being in a care home appropriate applications for a Deprivation of Liberty Safeguard (DoLs) had been made. Staff were able to explain to us how they provided people with choices and how they encouraged people to make their own decisions. People confirmed staff provided choices and treated them with dignity.

People and their families told us staff were caring. People explained they experienced staff kindness in the simple daily activities, such as knowing their preferred time to get up, supporting them and bringing them a cup of tea. A relative described being welcomed by staff and being made to feel special. Staff knew people well and recognised when they were feeling unwell or anxious.

Inspection carried out on 4 September 2013

During a routine inspection

We spoke with people and they told us that care was delivered to meet their needs and with their consent. We found that where people did not have the capacity to consent, decisions were appropriately made in their best interests.

We found that people's care was based on an individual needs assessment and planned and delivered to ensure their safety and welfare. A person told us "I love it here - everything is very nice, staff are happy to see you, I am very contented". A relative told us "they (staff) get to know my relative personally, I have seen their care plan and been asked for my input".

People told us that they felt safe in the home and a person's relative said "the home is very secure I have no concerns about safety".

We found that people were supported by staff who knew how to identify abuse and what to do if they had any concerns.

People we spoke with told us they were satisfied with the care they received from staff. We found that staff were supported and trained to deliver care and treatment safely in line with the relevant standards.

We found that the provider had an effective system in place to ensure that the service was provided safely for people who used, worked or visited the service. A person's relative told us "the home has a friendly atmosphere, relaxed and open - we found our relative was treated with respect and dignity - staff are professional and caring".

“In this report one of the named registered managers was not in post and not managing the regulatory activities at this location at the time of the inspection. Their name appears because they were still a Registered Manager on our register at the time”.

Inspection carried out on 27 July 2012

During a routine inspection

We carried out an inspection of The Evergreens on Friday 27 July 2012. This was because we had received information of concern. It suggested that people’s dignity was being undermined. It also alleged that hygiene and medication procedures were not being properly followed. We found no evidence to substantiate the allegations.

At the time of our inspection visit 25 people were being accommodated at the home. We spoke with 11 of the peoplewho lived at the home in order to obtain their views about the service they received.

We also spoke with six visitors to the home. One visitor was a healthcare professional. Two visitors were friends of people living at the home. They told us they called to see their friend at least once a week. Three visitors we spoke with were relatives of people who lived at the home. They also told us that the visited their relatives very regularly and at different times. The relatives and friends all described the service the people living at the home received in positive terms.

The healthcare professional told us that that they thought the home’s staff implemented safe infection control practice. They also said that the home quickly arranged to have pressure relieving equipment put in place for people if it was required. They also said the home’s staff followed their advice about treatment required for their patients.

We spoke with six staff who worked at the home in order to find out how much they knew of the needs of the people who lived there. We also asked them what they understood about protecting vulnerable adults from harm and some of the training they had received to enable them to carry out their work.

People we spoke with who lived at The Evergreens told us that the staff were polite and respected their privacy, dignity, independence and choices. They told us that they or their relatives were involved in discussions about the help they received. People said there were social activities organised by the home in which they could participate including trips out to local beauty spots. They also told us that religious groups and clergy regularly visited the home. They said they received all the care and support they required. People told us the home arranged for them to see doctors and other healthcare professionals, ensured their healthcare needs were met and managed their medication for them.

People said they felt safe and were protected from harm. They also told us that they thought the home was kept clean and hygienic. They all without exception used the term “spotless” to describe the condition of the premises. They told us that they were asked for their views about the service they received.

Reports under our old system of regulation (including those from before CQC was created)