19 May 2022
During a routine inspection
Metro Homecare Ltd is a domiciliary care agency. It provides personal care to mostly older people living in their own homes. It also supports some adults who are living with dementia. At the time of our inspection there were 37 people using the service.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
People were consulted in all aspects of their care and support and their choices were respected.
People’s healthcare and nutritional needs were assessed and met.
People who used the service and their relatives were happy with the service they received. People said the staff were kind, caring and respectful and they had developed good relationships with them.
Risks to people’s health and safety had been identified and assessed. Risk assessments contained guidelines for staff about how to reduce risk and support people to remain safe. Initial assessments contained the correct and necessary information so staff would know how to meet people’s individual needs.
The provider had systems in place for the safe management of medicines and people received their medicines safely and as prescribed.
Care plans were detailed and person-centred. They contained enough information for staff to know people’s individual needs and choices.
The provider had improved their monitoring systems and had made improvements where needed.
Staff were happy and felt well supported. They enjoyed their work and spoke positively about the people they cared for. They received the training, support and information they needed to provide effective care. The provider had robust procedures for recruiting and inducting staff to help ensure only suitable staff were employed.
The provider worked with other professionals to help make sure people had access to health care services.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 17 December 2020) and there were breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.