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Inspection Summary

Overall summary & rating


Updated 25 May 2019

About the service:

Metro Homecare Ltd is a domiciliary care agency. It provides personal care to people living in their own homes in the community. Children, older adults and younger disabled adults use the service. At the time of this inspection on 29 March 2019, 133 people were using the service.

People's experience of using this service:

People had an assessment of their care and support needs and their views were taken into account.

People went to activities of their choice and staff supported them with this when required.

The registered manager followed established safeguarding processes to protect people and report allegations of abuse.

Staff assessed risks to people's health and wellbeing. Plans to manage and mitigate these risks were developed and implemented to keep people safe.

People were supported with taking medicines. The records used for the management of medicines were audited and completed accurately.

The registered manager employed suitably experienced staff by following the provider’s recruitment processes.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People and their relatives gave positive feedback about the service. People said they were happy about the level of care and support they received.

People said staff showed them kindness and were respectful when delivering care and support while protecting their dignity and privacy


People and their relatives contributed to their care assessments and reviews of their needs.

People and relatives said the management of the service was well-led and staff were responsive to their care needs.

There were systems in place for monitoring and reviewing the quality of the service. Actions were implemented where improvements were needed.

Staff were happy working for the service and were complimentary about the registered manager who supported them in their jobs.

Rating at last inspection: At the last inspection on 1 and 3 November 2017, the service was rated overall Requires Improvement. (Report published on 19 March 2018). We asked the provider to send us a plan to describe how they would improve each key question of Effective, Caring and Well-led to at least Good. At this inspection action had been taken to improve the ratings to Good.

Why we inspected: This was a planned inspection based on the rating of the service at the last inspection.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at

Inspection areas



Updated 25 May 2019

The service was safe. Details are in our Safe findings below.



Updated 25 May 2019

The service was effective. Details are in our Effective findings below.



Updated 25 May 2019

The service was caring. Details are in our Caring findings below.



Updated 25 May 2019

The service was responsive. Details are in our Responsive findings below.



Updated 25 May 2019

The service was well-led. Details are in our Well-led findings below.