Evergreen Manor Care Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them prior to them moving into the home to ensure these could be met safely. People and their relatives where appropriate had been involved in planning their care and reviews.

People’s care records were person centred. An assessment of their needs was included for example, communication, health and mobility. People also had regular check-ups with health and social care professionals.

Staff demonstrated a good knowledge of people’s needs and told us they were kept up to date about any changes. One staff member told us, “At handover each morning you learn what has happened during the night shift. You get told about anything you need to check."

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

The provider used recognised tools to assess and identify risks to providing people’s care and support, including to assess the risk of skin damage, malnutrition and risks related to catheter care.

The service worked closely with health and social care professionals to ensure they delivered care safely. Care records incorporated professional guidance for staff to follow to ensure people’s care was delivered as directed and in line with evidence-based practice.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Relatives told us they were kept informed about any changes to their loved ones needs. One relative said, “We have a good relationship with the manager and other staff, they all seem kind and happy to help.”

Care records demonstrated when healthcare professionals had been contacted to discuss a person’s care so staff could read any updates. A staff member told us, “Everything is on the PCS (digital care plan), I think it’s a very good system. It’s a way of sharing information and keeping up to date. All the information at the touch of a button."

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People confirmed they were supported to access healthcare services. One person told us they attended appointments at the hospital for treatment. Another person said, “We have organised visits from the chiropodist and optician.”

People’s care records included information of their health conditions. They included information about symptoms staff needed to respond to promptly including contact details for the appropriate healthcare professional. Staff confirmed they had the information they needed to care for people effectively. One staff member said, “We follow the care plans. They tell you what you need to do to help the residents stay healthy. Things like knowing which resident doesn’t have sugar because they are diabetic.”

Care records showed referrals had been made to healthcare professionals when needed to promote people’s safety and wellbeing.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Processes were in place to monitor the care and support people received. Where people had risks identified with their health, care records detailed outcomes and any monitoring required to ensure their needs were safely met. For example, in relation to skin integrity or when a modified diet was required.

One staff member told us, “We make sure we follow the guidance on the PCS. If it says to reposition a resident every 2 hours we do. That helps to keep them comfortable and stops their skin from hurting and becoming sore.”

Where needed, staff completed records to evidence the monitoring of for example, fluid intake and catheter care. This enabled staff to monitor people and identify if their needs were being met or when a change was needed to improve an outcome.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

The management team and staff understood the importance of consent and assumed capacity under the Mental Capacity Act 2005 (MCA). Care records contained capacity assessments and where needed, for people assessed as not having capacity, decisions relating to aspects of their care were made in people’s best interests.

Staff confirmed they had received training about the requirements of the MCA and demonstrated an understanding of its principles. One staff member told us, “Before I start, I ask the resident if I can. Some of the residents can’t talk but you know if they’re agreeing from their faces or body language."