Evergreen Manor Care Home

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 inspection we rated this key question good. At this inspection 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 they had been involved in planning their care and reviews. One person said, “Care here is very good and very personal, they work around each resident because we are all different.”

Care records were person centred and included how the person wished to be supported. One staff member told us, “The care plans are really good and tell us about the person and their needs."

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.

People received support from a consistent staff team. One person told us, “I am very confident in the staffs’ knowledge, they learnt very quickly all about me, my history, what I can do for myself and what to watch out for.”

Staff worked well with external professionals, for example, social workers and GPs to ensure people received the support and care needed. One relative told us, “[Person] was discharged here from hospital. In the beginning they didn’t have 1 to 1 support from staff but following a fall the manager sorted it. I come every day and feel very welcome; I still do as much as I can for him. I am happy to see him so settled."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, information was available in easy read formats, that people were supported to access and understand.

People’s communication needs were recorded in their care plans including if the person used hearing aids. During our visit we observed staff communicating effectively with people.

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 had opportunities to offer suggestions and give feedback about the service through monthly ‘resident meetings’ and annual surveys. One person told us, “I am very much involved in life at this home because I am the chair of the resident meetings. For people who don’t attend, I go and talk to them directly and then pass this on for them.”

Feedback provided was analysed and used to identify areas for improvement. For example, people had shared that menu options were limited. In response, the provider had arranged a tasting day with the company who provided the home with meals to explore the full range of dishes available.

People and relatives knew how to complain, if needed. We saw when complaints had been received these had been recorded and responded to promptly by the registered manager, in line with the provider’s policy.

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

The management team understood how to access specialist support should this be required and had development links with the local health and social care teams.

One staff member told us how they encouraged people to participate in a range of activities such as gentle exercise, quizzes and bingo. During our visit we observed people enjoying the activities on offer. One person told us, “The activity lady always asks what we want to do and is very good at organising interesting stuff for us."

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.

People told us they were happy living at Evergreen Manor. One person said, “I love the place, it’s a safe place with all the help I need.” Another person told us, “I came here recently, I’m not sure if I will stay, hopefully I will.”

During our visit we observed positive interactions, people appeared comfortable and relaxed when engaging with staff.

Staff had received training in equality and diversity and demonstrated a commitment to promoting people’s rights and choices when supporting them.

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.

Staff worked in partnership with health professionals to support people to make informed decisions about their end of life wishes to ensure the service provided this in line with the person’s wishes, in a dignified way.