Metro Homecare Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

People were treated with kindness and their dignity was respected. People indicated that, in general, staff had a kind and compassionate approach to their care and support. Care planning was respectful, person centered and referred to people with respect. One person said, “They are very friendly and do anything for you.”

Feedback from people was generally positive about staffs kind approach. Comments included, “Some are great and Im happy with them.”. Another person said, “They’re brilliant lads, courteous.” Another person said, “They are extremely friendly which is nice for me. they look after me very well and I don’t know what I’d do without them”

Care plans captured people’s preferences, personal histories, backgrounds and diverse needs. People’s personal, cultural, social and religious needs were captured and understood. People’s communication needs are met to enable them to engage in their care, treatment and support to maximise their experience and outcomes.

People were supported by having choice and control over their own care and to make decisions about their care, treatment and wellbeing.

People were supported to complete as many tasks as they could independently. One person said, “I do what I can.” People had access to equipment they used to help them mobilise. Staff supported them effectively with this equipment. One staff member told us, “I always encourage people to do as much as they can for themselves. For example, I supported one person to prepare their own meals safely by guiding them step by step, which helped boost their confidence and independence.”

People’s needs, views, wishes and comfort were a priority and staff anticipated these to avoid any preventable discomfort, concern or distress. Risk assessments in place supported this.

Staff were attentive to risks completing people’s support and responded effectively. One person said, “I have a sara steady which I do myself. They’re (Staff) very good. My hands are unsteady, but they are very quick to support me so that nothing happens.”

People received safe care as the provider recognised and met the wellbeing needs of staff. The registered manager told us, “Carers’ wellbeing is key to delivering safe and compassionate care.”

Systems of support were in place should staff need them that promoted their wellbeing including buddy systems, debriefs and flexible work patterns. The provider had a staff wellbeing and welfare policy in place to formalise the support staff could access. The registered manager said, “Carers are encouraged to support one another and share advice through our group chats and in-person discussions.”

Staff told us they felt supported by the management and office staff to undertake their role effectively. One staff member said, “Yes, we get good support from our team and office members. Whenever we need help, they are always there to assist us.” Another staff member said, “I feel well supported by the Registered Manager and the office team. They are approachable, helpful, and always available to answer questions or resolve issues.”