Metropolitan Care Services 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.

At our last assessment we rated this key question good. At this assessment the rating has remained the same. 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 ensured that individuals were central to decisions about their care and treatment. Care and support were planned collaboratively, with adjustments made in response to changes in people’s needs.

The registered manager and staff 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.

The provider used a digital system to store all care plans and records, which included information to reflect their preferences, interests and support needs.Care plans reflected people’s physical, mental, environmental and social needs. Care plans were regularly reviewed to ensure staff could respond to any changes to people’s needs. We reviewed care logs and found people were supported in the way they wanted.

Staff demonstrated a clear understanding of person-centred care, incorporating people’s protected characteristics into their approach. They described adapting care to respect individual preferences, beliefs, and needs—such as providing culturally appropriate meals or accommodating religious practices. Staff emphasised the importance of listening to individuals and involving them in decisions, ensuring care was respectful, inclusive, and tailored to each person.

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

People received continuity in their care and treatment because services were flexible and joined up. People and their relatives told us they were happy with the care that they received, and that they were fully involved in their care.Information was shared between staff and the registered manager to ensure continuity of care. Care records included information from healthcare partners.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us they were given copies of their care plans and contracts which they were able to agree to and change if necessary.

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

Contracts and agreement forms were available in people’s care records, these showed the details related to the packages of care that people had agreed to.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

They involved people in decisions about their care and told them what had changed as a result. A complaint procedure was available for people and relatives to use if they were not happy with the service or had concerns. There were a number of ways in which the provider listened to people and staff.

Surveys were regularly conducted to collect feedback from those using the service and their families. The responses were collated and reviewed to identify any areas for improvement. Where feedback indicated that experiences could have been more positive, the provider took appropriate steps to reflect on this and consider adjustments to ensure the service met people’s individual expectations.

Staff meetings and individual supervision meetings were held and gave staff an opportunity to provide feedback. Staff told us they felt listened to and valued, and that their input helped to shape service improvements.

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

The provider demonstrated a commitment to ensuring equitable access to care for people from all backgrounds. The provider supported a diverse group of individuals, and there was clear evidence that people of different cultures, backgrounds, and needs were able to access the care and support they required without barriers.

Staff understood people had a right to receive equal access to health and care support, regardless of any disabilities. Daily notes were completed which gave an overview of the care people had received and captured any changes in people's health and wellbeing. Staff confirmed they had also received training in equality and diversity, so they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment irrespective of their characteristics such as gender, disabilities and race.

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. People told us they were supported by staff to have the same opportunity as others and received equal opportunities.

The management team told us people were assessed before they used the service to ensure their needs and preferences were identified and could be met. Assessments of people’s diverse needs were discussed prior to using the service. People’s care plans contained information about their individual wishes and preferences in relation to how their social, cultural and spiritual needs should be met.

At the time of assessment, no one required end of life care. The staff we spoke to told us they were not currently supporting anyone on end-of-life care. The registered manager said if they supported someone with end of life care they would develop a care plan to discuss the person's wishes and would ensure staff were adequately trained.