St Michaels Rest Home

Where areas for improvement were identified, an action plan was developed to ensure these were addressed. The manager and provider were aware of improvements needed to people's care plans and records.

There was not enough for people to do each day. People spent each day with limited interactions and engagement. The provider had recognised this and was making changes which included external entertainers visiting the home. We identified this as an area that needs to be improved.

We received mixed and conflicting feedback about whether relatives were engaged and involved. Some relatives told us communication was poor and they were not provided with information about their loved one's well-being. They also told us they were not updated with what was happening at the home. Other relatives told us they were regularly updated. Before the inspection, visiting professionals had told us that staff from the home did not always engage with them. However, a further professional gave us an example of how staff had worked with them to actively meet a person's needs.

There was a complaints policy and we saw complaints received had been responded to appropriately. However, some relatives told us they were reluctant to make a complaint in case this impacted negatively on loved one's care. We made a recommendation about this.

Concerns had been raised with CQC that people's care and support needs in relation to personal hygiene were not being met. We saw that a number of people were at risk of self-neglect as they regularly declined various aspects of personal care throughout the day. Staff told us and records showed how they worked with people to help ensure they received the personal hygiene support they needed whilst respecting people's choices.

Staff were positive about working at St Michaels. They knew people well and were committed to providing good care and support.

At the last inspection we identified improvements were needed in relation to infection prevention and control and environmental safety. At this inspection we found improvements had been made and the provider was no longer in breach of this regulation. The home was clean and tidy throughout. Concerns about odours had been brought to our attention previously. Although this is not something we identified during the inspection, staff told us where and why odours may occur. They also told us what actions were taken to prevent and address this.

Risks to people were well managed. Staff knew people well and understood how to support them safely. People were protected from the risks of harm, abuse or discrimination because staff knew what actions to take if they identified concerns. There were enough staff who had been appropriately recruited, to support people safely. Systems were in place to ensure safe medicine management.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.