Archived: Evergreen Care Provider Limited

Evergreen Care Provider Limited provides personal care to people living in their own homes, Support is provided to older people, younger people, people with mental health conditions, people living with dementia, people with sensory impairments, people with learning disabilities and children. CQC regulates the personal care provided. At the time of our inspection visit three adults and one child were in receipt of personal care.

People’s experience of using this service and what we found

People felt safe and remained living in their own homes in line with their wishes. Procedures were in place to protect people from harm and staff understood the risks associated with people's care to keep them safe. Strong emphasis was placed upon continually developing the safety of the service and learn lessons if things went wrong.

Staff were recruited safely. Enough staff were employed to ensure people received all their care calls, from familiar staff at the times agreed. Staff felt valued and received the support and training they needed to be effective in their roles.

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

Relatives provided positive feedback about the care provided and staff knew people well. People’s needs had been assessed before they started using the service and people and those closest to them were involved in planning and agreeing to their care. Care plans contained detailed information to help staff provide personalised care.

People were supported by family members to take their medicines. Peoples nutritional needs were met, and the management team and staff worked in partnership with health and social care professionals to ensure people received effective care.

People were encouraged to remain independent. People’s care and support was provided in a dignified way by respectful staff.

Systems were in place to manage and respond to complaints. People and relatives were happy with the service they received, and the way Evergreen Care Provider Limited was managed. The management team demonstrated commitment to providing high quality care.

Effective systems continually monitored and evaluated the quality and safety of the service provided.

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

Rating at last inspection

The last rating for this service was good (published 20 December 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

There was a registered manager in place who was present during our inspection. 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 of the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People and relatives told us told us that they felt safe using the service. Staff received regular refresher safeguarding training and knew how to report allegations or suspicions of poor practice for both adults and children who used the service.

People who needed support with their medicines were supported appropriately. Staff knew how to dispense medicines safely and there were regular observations of practice and checks by senior staff to make sure this was done properly.

People were supported by staff who had the appropriate skills and knowledge they needed to meet their care needs. Staff received regular training to they maintain their knowledge and could support people in line with recognised good practice.

People were supported to eat and drink enough to stay well. Staff knew what foods people enjoyed eating.

People were supported to have their mental and physical healthcare needs met. Records contained clear guidance for staff about how to recognise if a person’s health was at risk of deteriorating and how to keep the person and others safe from harm. The registered manager involved and took advice from relevant health professionals when needed.

People said staff were caring and had built up close relationships with the members of staff who supported them. There were enough staff to ensure people were supported by the same members of staff they liked. People were involved in deciding how they wanted their care to be delivered and were supported in line with the Mental Capacity Act 2005. There was clear information and guidance for staff when other people had authority to make decisions on behalf of people who used the service.

People said staff treated them with dignity and respect. There were clear policies and training for staff so they knew how to maintain people’s privacy when providing personal care.

Staff were responsive to people’s needs and delivered care in line with people’s wishes. People were supported to engage in activities they asked to do. People had access to a complaints system and the registered manager responded appropriately to concerns.

There was effective leadership from the registered manager and senior members of staff. People and staff told us the service had improved. The registered manager had a clear vision to provide a caring and passionate service which they shared with staff.

The registered manager assessed and monitored the quality of care people received. Further action was required to ensure quality monitoring processes were reviewed for trends which could affect the quality of the service.