Evergreen Manor Care Home

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 inspection we rated this key question good. At this inspection 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 they were happy with the care they received. Comments included, “We are well looked after,” and “I would be happy to recommend this place, in my opinion the carers do their job well.”

We observed staff respecting people’s privacy by knocking on bedroom doors and discreetly offering support when in a communal area.

Staff spoke with care and compassion about the people they support and demonstrated a shared commitment to providing good care. One staff member said, “We care about the residents and want them to be happy with the care we provide, it’s important."

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.

Care records captured people’s preferences and needs. Including information about important events in their life history and how they wished to be supported including their likes and dislikes.

People’s protected characteristics such as religious beliefs and disability were reflected in care records. Staff spoken with understood people’s individual needs and how best to support the person. A staff member told us, “You need to get to know the resident to really understand their needs, if you want to support them to achieve what they want to achieve."

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

People were supported to make daily choices. During our visit we saw staff offering people a range of choices for example, meals, drinks and activities.

Staff promoted people’s independence. For example, we observed staff walking alongside and offering encouragement to 1 person as they used their walking frame and staff cutting up people’s food when needed so they could eat their meal with ease and independently.

People where possible were involved in planning and reviewing their care and support. Records captured their preferences and needs. This included how they wanted to be supported by staff and what the person could do for themselves to maintain 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 told us staff helped them when needed and understood their needs. One person said, “I think there is enough staff, I don’t remember waiting long for help.” Another person told us, “Staff are very familiar with my conditions and all my needs are looked after.”

The home worked closely with a range of health and social care professionals to ensure people’s health needs were closely monitored, supporting people to achieve good outcomes.

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

Staff spoke highly of the support provided by the registered manager and enjoyed working at the home. Comments included, “Our manager cares about the residents and staff. They are kind and thoughtful. We know they are the manager but the way they deal with things is in a nice way,” and “This is a lovely place to work."