Metropolitan Care Services 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.

At our last assessment we rated this key question good. At this assessment the rating has remained the same. 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and their relatives spoke positively about the respectful and caring approach of staff. One relative said, “The care workers show dignity, caring and respectful,” another relative also commented, “They [care staff] are good people and treat [person] and me with respect.”

The provider was actively working to enhance compatibility between staff and people using the service. They used care planning system to initially match staff and individuals based on shared languages, preferences, and interests. These matches were then reviewed by the registered manager to ensure the best fit. Staff interactions were regularly monitored by the leadership team to ensure respectful and compassionate care was consistently delivered.

Staff told us the registered manager monitored how they engaged with people during spot checks to ensure people were treated with kindness, compassion and dignity.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s individual needs and preferences were understood, and these were reflected in their care and support. Staff and relatives told us people were supported to follow their own interests based on their strengths.

Staff received training on equality and diversity and treated people with respect. Care plans demonstrated staff took a person-centred approach that respected people’s individual needs and preferences.

Staff and managers promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff provided clear examples of how they encouraged individuals to make their own choices, regardless of their level of need, ensuring people remained in control of how their care was delivered. This included respecting decisions around routines, meals, personal care, and how they wished to spend their day.

A relative told us a staff member who provided support to their family member understood what their favourite activities were. They said the staff member spent time with the person and supported them to do the hobby they loved. People and relatives confirmed staff provided care in a kind, caring and respectful manner.

Staff and managers listened to and understood people’s needs, views and wishes. They responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff followed guidance provided in care plans which we reviewed and saw contained detailed information which was specific to the person. This meant people were treated as individuals as staff had guidance on how to do this.

People’s health and medical needs were recorded in their care plans, along with contact phone numbers for GPs and next of kin. Staff had undertaken training in first aid. People told us staff understood how to meet their needs.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff had access to training which supported them to meet people’s needs. They had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. This was achieved through staff supervision and team meetings.

We found staff were provided with regular supervision meetings which was an opportunity for them to discuss how they were, any support they needed, and career development. The provider had an employee of the month, the provider were able to recognise staff contribution of hard work.