Archived: Evergreen House Residential Home

Is the service safe?

People told us they felt safe. One person told us, "I feel safe here." Safeguarding procedures were in place and staff understood their role in safeguarding the people they supported. Staff were aware of the provider's whistleblowing policy.

Staff knew about risk management plans and we saw that they supported people in line with those plans. This meant people were cared for in a way that protected them from harm.

The provider had robust recruitment procedures in place to ensure staff were of good character and had the skills and knowledge to support people in a safe way.

Systems were in place to make sure that the manager and staff learned from events such as accidents and incidents, complaints and checks made on the service. This reduced the risk to people and helped the service to continually improve.

CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. We found applications had been submitted to the local authority and appropriate authorisations had been obtained where needed. We found proper policies and procedures were in place. Relevant staff had been trained to understand when an application should be made and how to submit one.

Is the service effective?

People's care needs were assessed with them. All of the people we spoke with told us they were involved in their care planning and reviews of care. We saw that care plans were regularly updated.

Where people had complex needs that required the input of specialist health care services, assessments had been made by the appropriate professionals. Their recommendations were carried out by the staff. This meant the provider worked well with other services to ensure people's health care needs were met.

Is the service caring?

People were supported by staff that were kind and caring. We saw that staff gave people encouragement and respected their privacy and dignity. One person told us, "The staff are kind and respectful."

People's preferences, interests and diverse needs had been recorded and care and support was provided in accordance with people's wishes.

Is the service responsive?

People had the opportunity to plan and engage in a range of different activities each day.

People were asked their views about the service and the provider acted on comments and suggestions that people made.

Where care staff had noticed people's changing needs, their care plans were updated to reflect this. This was because staff discussed people's care needs with them on a regular basis. People told us staff would always do their best to make sure they were happy.

Is the service well led?

The provider had quality assurance and risk management systems in place. We found the registered manager checked that risks were managed effectively and shared risk information with staff.

The provider sought the views of people who used the service. Records seen by us indicated that shortfalls in the service were promptly addressed.

We saw that people's support, health and social needs had been assessed before they moved into the home. The assessments helped staff to develop care plans that provided them with clear guidance on the care and support each person needed. We saw that staff observed safe practices when giving medicines to people in their care.

People who used the service told us that they enjoyed the food. One person told us, 'The meals are lovely, we can always ask for more'.

Following our last visit to the service we saw that the provider had undertaken improvements in the home, this included laying new carpets and flooring.

As part of the visit we spoke with five people who used the service, three visiting relatives and six members of staff. One person who used the service told us, "I can tell them anything, they will sort it out for me".

We saw that people who use services had a variety of activities to occupy them during the day. These included trips out, so that they were involved in the local community. We were told, "I like the dancing here".

We saw evidence that care plans were being monitored and reviewed, and that changes to improve these plans were in progress at the time of our inspection.

We saw that most people were cared for in a clean environment. We were told, "It's like living in a hotel".

We saw that all care staff were appropriately trained to deliver safe and effective care.

We saw that the home manager carried out monthly audits on most areas of care, and the running of the home. We saw that action plans were in place for areas that required attention, following the audit.

During our inspection we saw that some areas of the home had not been well maintained.

The provider told us they had just undertaken some improvements in the home, with extra fire doors, after a visit by the fire officer.