The Evergreens Lodge

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.

People and relatives told us staff treated them with kindness, compassion and dignity. People described staff as “Lovely”, “Very good” and “Brilliant”. We observed staff treating people well throughout the inspection. Managers completed regular observations of the way staff were working, to ensure people were treated well. Professionals who visited the service gave similar feedback. Comments included, “Staff have always treated my client with kindness and compassion when I have visited them, and I would say that their privacy and dignity are respected” and “Respectful and friendly interactions were observed between staff, residents and the manager.”

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.

People and relatives told us staff treated them as individuals and met their specific needs. A person’s advocate told us, “Staff have done all they can to manage and meet [person’s] individual needs.”

Staff demonstrated good knowledge of the people they supported and their individual needs. Details of people’s individual needs were reflected in their care plans.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and relatives told us staff supported them to be as independent as possible. A relative described how the service had supported a person to move rooms, so they were able to interact with others more easily without staff support.

Care plans set out what people could do for themselves, and the support staff should provide to maximise their independence.

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 and relatives told us staff responded quickly when they requested assistance.

We observed staff responding promptly to people’s requests for assistance and noticing changes in behaviour which indicated people needed some support. The management team regularly checked care records and completed observations to make sure care was provided in a timely way.

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

At the last inspection staff raised concerns about the support they received. At this inspection we found this had improved. Staff told us they received the support they needed to do their job well. They said the manager was open and they were able to share any concerns they had. Staff were confident managers would act on any concerns they had. Staff told us about improvements in the approach of the current manager, which they felt had resulted in a better atmosphere amongst the staff team.