Metropolitan Care Services Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained the same. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. People had an initial assessment before they started using the service. Assessments were carried out to determine if the service was right for people, could support them and meet their requested needs. The registered manager said they met with the person and carried out an assessment of support needs before their care started. The registered manager confirmed that care plans should be reviewed annually or when there was a change in a person’s support needs. Staff confirmed people had detailed care plans and they had a good understanding of the support needs of people they visited.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. Care coordinators or field care supervisors met with people and their relatives to discuss the level of support they needed.

People and relatives felt that staff had received the appropriate training to meet people’s care needs. A relative said, “Yes, the staff are consistent, and the care plan is reviewed on a regular basis, about every six months or when changes are needed.” The registered manager stated that best practice is discussed during supervisions, spot checks, training sessions, and staff meetings. Specific guidance was provided to staff on key areas such as supporting people with eating and drinking, as well as safe moving and handling.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Staff completed records of the care they had provided during each visit so this information could be shared with other staff members who also visited the person. There were team meetings where any issues and best practice were discussed. The registered manager confirmed they worked with the local authority and healthcare professionals to ensure people received the support they needed.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. The service supported people to live healthier lives and where possible, reduce their future needs for care and support.

People’s care plans identified their GP, district nurse and any other healthcare professionals involved in the person’s care. People and relatives told us they usually managed their healthcare appointments themselves. People said staff members understood their medical conditions and provided appropriate support.

Relatives told us people felt in control of their daily routines and decisions. One relative said, “Yes, the staff show dignity and respect to [person] and to me, they always ask [person] permission.” Others shared that staff encouraged balanced nutrition, regular hydration, and supported them in accessing healthcare when needed.

The provider routinely monitored people’s care to continuously improve it. They ensured that outcomes were positive and consistent, and that they met the expectations of people themselves.

People’s care was regularly reviewed and registered manager carried out spot checks to ensure people received their care as planned. Where planned, staff provided people with their meals and drinks. A relative told us, “Yes, there are surveys and also do ‘blind’ visits. They say they are checking in to make sure you are getting a good care.”

The service provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff told us they asked for people's consent at all times before providing them with support. People’s choices and decisions were respected. People told us they were asked for their consent by staff in relation to the care and support they received. They were involved in planning their care and records showed people confirmed their consent by signing their care plan documents. Staff had received training in the Mental Capacity Act and demonstrated how they gained people’s consent before providing care.