We inspected Evergreen House Residential Home and it was unannounced. It provides accommodation and nursing care for up to 38 older people, some of whom are living with dementia. There were 29 people living at the service when we visited. This was Evergreen House Residential Home's first inspection under a new registration.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People had caring, supportive relationships with staff. They ensured that people’s dignity and privacy was upheld. They knew people well and understood how to comfort them if they were distressed. The environment was planned to meet people’s needs and included accessible activities such as a sweet shop and sensory items. People had care plans which reflected their preferences and were reviewed regularly.

Staff received training and support to enable them to fulfil their role effectively and were encouraged to develop their skills. They also received regular supervision and attended team meetings.

Staff understood their responsibilities to detect and report abuse. Risk was assessed and actions were put in place to reduce it and their effectiveness was monitored and regularly reviewed. Medicines were managed to reduce the risks associated with them and people received them when they needed them.

People felt that there were always enough staff to meet their needs promptly and that they were safe. Staff supported people to make choices and sought consent to their care. When people were unable to make their own decisions they were made in their best interest with people who mattered to them. Restrictions on people’s liberty were avoided but if necessary for someone’s safety then they were legally approved.

People were supported to maintain good health and had regular access to healthcare professionals. Mealtimes were not rushed and people were given a choice of meal. We saw that food and drink was regularly provided and records were maintained for people who were nutritionally at risk.

People were encouraged to pursue interests and hobbies and regular activities were planned. Visitors were welcomed at any time. People knew the registered manager and felt confident that any concerns they raised would be resolved promptly. There were systems in place to drive quality improvement which included regular audits.