Evergreen

People's experience of using this service: The registered manager told us, "We are about the individual, every day is different." People continued to receive safe care. Staff understood their responsibility around safeguarding people and they knew how to recognise abuse. Risks to people were assessed and managed and known well by staff. There were enough staff who were appropriately trained and recruited to support people. People received their medicines as prescribed and systems were in place for the safe administration of medicines. We saw staff used protective equipment such as gloves and aprons to help protect people from the prevention and control of infection. Relatives told us their loved ones were supported by staff who had the relevant skills to meet their needs. Staff told us how they supported people to eat and drink enough to maintain a balanced diet. People were supported to access other health professionals when needed People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. We saw staff were kind and caring when interacting with people. Staff treated people with dignity and respect and helped to maintain people's independence by encouraging them to care for themselves where possible. People's support plans included information about their wishes and goals. Staff identified people's information and communication needs by assessing them and were responsive to people's individual needs. Complaints received had been investigated and resolved. People and their relatives knew who to contact if they had any complaints. The provider had quality assurance systems in place and these were used to drive improvement. People's feedback was sought through different methods to meet people's communication needs and this information was used to implement actions and changes. People, relatives and staff spoke positively about the registered manager.