Metis Care Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care and support were person-centred and reflected people’s individual needs and preferences. Documentation was personalised, current and reflective of the care being delivered.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People received support from familiar staff who knew them well and understood their routines and preferences.

The Registered Manager had contingency arrangements in place to support continuity of care during staff absence or emergencies.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People had access to information regarding the service and the complaints process.

The Registered Manager demonstrated an understanding of the Accessible Information Standard and how information would be adapted where necessary.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider actively sought and responded to feedback.

Telephone monitoring and reviews provided opportunities for people to share their views about the quality of support.

Feedback received was positive and demonstrated satisfaction with the service provided.

Staff also told us they felt able to contribute suggestions and share ideas.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Management support was available to staff when required, and contingency planning helped ensure continuity of service provision.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff and leaders actively listened to people’s views and experiences and tailored support to meet their individual needs, preferences and circumstances. Care records reflected people’s communication needs, cultural and religious beliefs, and desired outcomes, helping to promote positive and equitable experiences.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider recognised the importance of planning for changing needs.

The Registered Manager described how care and support would be reviewed promptly if people’s needs changed significantly to ensure care remained responsive and person-centred.