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.

People and relatives told us the care they received met their specific needs. People had been involved in planning the care they needed. Care records demonstrated staff took an individual approach to meeting people’s needs. Staff were aware of people’s interests and history, what was important to them and how they liked their care provided. We observed staff demonstrating this knowledge and working in a person-centred way throughout the inspection. Professionals told us the service met people’s individual needs. Comments included, “The care that is offered to my client has been very person centred, respectful of their individual wishes and preferences. Choices always appear to be taken into account.”

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

The provider worked with other services, to ensure people received continuity of care. Examples included social workers and specialist nurses. Details of this support was recorded in people’s care records. Feedback from health and social care professionals was positive about the way the service maintained continuity of care for people.

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

People and relatives told us they received all the information they needed from the provider, in formats which were accessible to them. People’s communication needs had been assessed with them, and a communication care plan had been developed. There was information displayed around the service keeping people up to date with any activities and events taking place. The provider had systems to provide documents in a range of formats, bespoke to people’s needs.

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 and relatives told us they knew how to raise any concerns and were confident action would be taken to resolve their issue. One relative gave an example of how concerns they had raised and been resolved quickly by the manager, which had made a “massive change and been brilliant” for the person.

The provider gave people information about the complaints policy. Records demonstrated complaints had been investigated and responded to, setting out any actions the provider had taken as a result. The manager kept a record of all concerns that had been raised to ensure they had been followed up and action taken.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Assessments included the support people required to access the care they needed, including any specific equipment or adaptations. The assessments were regularly reviewed and updated as people’s needs changed. Accessibility of the building was considered as part of people’s needs assessment and on-going reviews. The service had a large, level access courtyard area, which was accessible for people who used wheelchairs and walking frames. Shade was provided to support people to be safe and more comfortable in hot weather.

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 manager was aware of the barriers people with disabilities may face and worked to overcome them. People were supported to access services, local communities and healthcare by staff when needed. The provider made arrangements for appointments to take place in the service where necessary, for example due to people’s mobility or dementia. Staff were supported to complete equality and diversity training.

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 were supported to develop end of life care plans. Staff were aware of people’s wishes for the future, for example, whether people wanted to go to hospital for further treatment or whether they wanted to be resuscitated. Staff said they had completed end of life training and worked with the community nursing team when necessary. We saw cards from relatives with positive feedback about the care staff had provided at the end of people’s lives.