We found systems had improved to identify, assess and manage risks to the health, safety and welfare of people who use the service and others.
We found records were better maintained to ensure they were accurate and appropriate to protect the health, safety and welfare of the people who used the service.
During our inspection we observed staff being kind, caring and respectful in their interactions with the people they cared for. Everyone we spoke with was happy with the care and support provided at St Michaels Manor. Some comments made were:
'This is my home now and I am happy here'.
'I am here every day and I see how people are cared for, the staff are brilliant'.
We found people were given support to have their say in how they wanted to be cared for. People were cared for in an environment that was safe and suitable for their needs.
The people who accessed the service provided by St Michaels Manor were cared for by staff who were experienced at caring for them and aware of their needs. However the staff were not well supported to develop in their roles.
During our visit we found that the documentation in the care plans did not always contain enough detailed information to enable people to be cared for effectively. We also found that there were insufficient quality assurance systems in place to ensure people received safe and appropriate care, treatment and support.
We spoke to several people living in the home. People told us they were comfortable. They were getting the help they needed. They had discussed moving into the home before they were admitted. One person told us, 'We discussed what help I needed. I have to say at that time I wasn't too well so I just took the offer to come. I need staff help to stand and get the old legs going. I do manage some things myself and I'm grateful for the help I do get.' Another person told us they felt reassured they would be cared for as they wished. People considered they were treated with dignity and respect.
We were told there were no rules to follow and no rigid routines. People told us they usually pleased themselves what they wanted to do. 'I can please myself what I do, there are no rules here about what I can and can't do'.
People talked to us about their experience of living at St Michaels. They told us, 'It's very good. They look after me well and we can have a good laugh with the staff'. 'I try not to bother the staff, but if I need help they are there and more than willing'. 'I'm happy enough, my daughter visits. 'They are a grand lot of girls, all of them'.
People told us staff helped them with various things such as getting dressed and helped them have a shower. Staff took into account their views and respected their right to privacy and independence. They could have visitors when they wanted and staff made them very welcome.
We spoke to relatives. They told us they were satisfied their relatives were cared for properly. One relative told us, 'She seems to be happy enough, no worries at all'. Another relative told us, 'Since she has been here, she has improved. I don't worry any more. She can't always tell me if she is happy but I can tell she is. She is dressed nicely and always clean and staff chat to her. I'm very happy all round with the service'.
People did not appear to know how to formally make a complaint. One person told us, 'If I had a problem I would say'. Most people said they were confident to raise any issue they had with the manager they described as being 'very good', and considered she would take matters raised seriously.
We asked people if their accommodation met with their needs. One person told us, 'I have everything here. I can watch television in my room if I want, and I can see my daughter in private'. Another person told us, 'My room is cleaned every day, I'm very comfortable'.
We asked people if they were involved in making decisions about the running of the home. They commented, 'I like it here, I can say what I want, I'm very comfortable. We're all friends here'. And 'It's good, no complaints'. A group of people told us the manager always talks to them and asks them how things are. They were confident they were listened to and their opinion mattered.