The Evergreens Lodge

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.

Staff worked alongside other social care and health organisations to ensure people received appropriate care. There was regular contact with the local authority and doctors. Staff told us they knew how to contact the local GP surgery and pharmacy and told us of collaborative work they undertook.

People were supported to maintain their health by attending appointments both inside and outside of the service. People's care records showed referrals had been made to healthcare professionals where concerns had been identified. One relative told us, “I am informed straight away if my loved one is unwell or needs to visit the hospital. We are sent emails about anything important.”

Staff at The Evergreens Lodge understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Relatives told us they were kept informed of their loved one’s health and wellbeing. One relative told us, “I am informed straight away if my loved one is unwell or needs to visit the hospital.”

We observed staff providing reassurance when people became or were anxious. This included distracting the person in order to reduce distress or incidents and to keep people safe. This was carried out in a calm and respectful way in line with the person’s care plan which staff followed.

The management team understood people’s health and care needs and communicated with professionals so people could have access to local health services. Records we reviewed confirmed this and reflected how staff had contacted external professionals for specific advice about people’s care. Care plans were stored electronically so staff across the service could view them, which helped staff provide continuity of care. A healthcare professional told us, “The staff seem to know all their residents very well and are quick to respond to any signs of deterioration or change in behaviors.”

An activities coordinator arranged various activities for people to participate in if they wanted to.

Relatives told us there were no restrictions on when they visited their loved one. Staff told us, “We have many families and relatives come visit Evergreens regularly which is always very humbling and nice to see for the residents. It means for them they are not isolated or excluded

from the outside community. We have families taking their loved ones out for the day as well as going on day trips with the activities team.”

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

We found relevant service information was displayed throughout the communal areas of the service to make it accessible for people and their visitors.

People told us they felt well informed, and “kept up to date,” with events happening within the service.

People’s preferred method of communication was recorded in their care plans. For those with specific communication needs, staff told us they also observed people’s body language and behaviors to better understand and respond to them.

The provider understood the requirements of the Accessible Information Standard. Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication. People’s preferred communication style was used so they could take part in reviews of their care. This enabled people to have their views, opinions and feedback captured and acted on. Staff told us they knew how to communicate with people appropriately and respectfully and in accordance with their needs. The provider was able to give out information in formats that were easy to understand, such as easy read or large print versions of complaint or compliment forms.

The management team 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 helped them understand any changes. People, relatives and staff were invited to attend regular meetings to ensure they were kept informed of events within the service.

Everyone we spoke with or received feedback from knew how to make a formal complaint if they needed to. They were confident it would be taken seriously by the registered manager.

We reviewed the provider’s complaints log, and saw complaints which were formally raised, were responded to in a timely way and in accordance with the provider’s complaints policy.

The management team made sure that people could access the care, support and treatment they needed when they needed it. The management team worked hard to ensure typical barriers faced by people were removed or mitigated against. Staff were able to access support from the registered manager and management team out of office hours. They were available on call when needed, for example if there was an incident or emergency.

Staff and management team followed processes to make sure people continued to have fair and equal access to services such as registration with a GP surgery or dentist. People had regular health checks and health reviews. The provider had a clear ethos for the service based on human rights, anti-discrimination and equity principles, and staff and people who used the service understood these. Staff told us they respected people’s individual equality characteristics such as their gender and religious beliefs.

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.

The management team told us people were assessed before they used the service to ensure their needs and preferences were identified and could be met. Assessments of people’s diverse needs and equality characteristics were discussed prior to using the service. These included their religious beliefs, disabilities and cultural preferences. People attended external appointments with reasonable adjustments being considered, planned for and communicated. Any disabilities or health conditions they had did not prevent them from accessing prompt care and treatment.

The management team had an awareness of the groups of people who were at risk of inequalities and barriers to their care. Care plans recorded details about each person's specific needs and how they liked to be supported. This meant people were supported to have a positive experience and good outcomes for their care.

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.

The management team told us they had systems in place to support people in planning for their future care. People’s wishes and preferences for example for their funeral arrangements, were recorded and respected. Their cultural and religious beliefs were also taken into account. Where applicable people had DNACPRs (Do Not Attempt Cardiopulmonary Resuscitation) forms in place which had been authorised by their GP.