Evergreen

The home had a registered manager in post and a regular team of committed staff providing a high standard of care for people, many of whom had worked at Evergreen for several years. The registered manager was also the nominated individual for the service. They are referred to as the registered manager throughout the report. (Or provider).

People had a variety of care and nursing needs. People received care and support from well-trained, competent and professional staff. Staff were safely recruited and completed an induction. All staff received the training they needed to enable them to meet people’s needs and ensure best practice was maintained.

Care plans and risk assessments were in place to support staff in providing appropriate care.

There was a caring and person‑centred culture, staff knew people well, and we saw positive and kind interactions with people and relatives. People were treated with respect and dignity at all times. People told us they felt happy and safe living at Evergreen. Staff spoke positively about the support they received from the registered manager and felt all staff worked together as a team.

Staff collaborated with other health professionals to ensure people received consistent, joined-up care which met their changing needs.

Staff were aware how and when to report safeguarding concerns. Notifications had been completed to CQC and the local authority when appropriate. The registered manager was proactive in using any incidents and events to identify learning and continually improve the service.

Audits and quality assurance systems were in place, which included all aspects of care delivery, environmental checks and services. Changes to care plans or risk assessments were documented. Although some care information was not easy to follow, this did not impact on the high standard of care provided. The registered manager was aware care documentation needed enhancing and was working with staff to improve this.

People’s independence was supported, and people were involved in decisions regarding how their care was provided. Relatives told us they were kept updated and informed of any changes. People knew how to give feedback and were confident any issues or concerns raised would be addressed promptly.