Metro Homecare Ltd

“We undertook a comprehensive assessment of thisservice following concerns raised by healthcare partners about the safety and quality of people’s care. Following our assessment, we rated this service as requires improvement overall with a breach of legal regulation in relation to safe care and treatment, good governance and staffing.The provider did not have effective call monitoring systems which ensured people received their care at agreed times. As a result, people did not know when they would get the support they needed with their personal care needs and their medicines.”

“People’s needs were assessed. However, the timing of their care was not always in line with their preferences and needs. Risk assessments did not always contain information that was important for people’s care. During our inspection we found occasions when staff worked for continuous periods without having a day off to enable them to rest and recuperate between their shifts.The provider’s systems indicated people were not getting the support when they needed it. The provider could not evidence they had identified these concerns or had a plan in place to address them.”

“Staff we spoke with were caring and they told us about the importance of treating people with dignity and respect. Health professionals told us they thought the provider responded well to people’s immediate care needs. They felt staff were open to ideas which would enhance the care people received.Staff received an induction and an opportunity to work alongside colleagues to learn how to support people and get to know them. The provider offered a wide range of training courses that equipped staff with the skills to be able to do their jobs.”