Metro Homecare Ltd

GoodRated 6 Nov 2022Home care · London

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CQC Key Questions

Safe

Good

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Good

Services are tailored to people's needs.

Well-led

Good

Leadership and culture support quality care.

What inspectors found

30 findings

Other

Note4 May 2024
Registered manager actively engaged in continuous professional development and sector partnerships
Note4 May 2024
Positive staff culture with regular supervision, appraisal, training and staff meetings
Note4 May 2024
Electronic monitoring system used to track visit punctuality in real time
Note4 May 2024
End of life care described as 'excellent' by relatives, with relevant staff training
Note4 May 2024
Effective safeguarding systems with appropriate reporting to the local authority
Note4 May 2024
Strong complaints handling with prompt and responsive office staff
Note4 May 2024
Comprehensive, person-centred care plans covering all aspects of individual needs and preferences
Note4 May 2024
Medicines administered safely with regular audits of MAR charts and prompt corrective action
Note4 May 2024
Sufficient staffing levels maintained, including bank staff to cover pandemic-related absences
Note4 May 2024
People felt safe and well cared for, trusting care workers and the management team
moderaterecord_keeping4 May 2024
risk reduction measures only stated, 'Not changed on time and does not like being too hot'. There were no guidelines for staff to recognise signs of skin deterioration
criticalgovernance4 May 2024
monitoring systems had not always been effective and had failed to identify the issues we found in relation to risk management plans not being in place
moderateincident_learning4 May 2024
three incidents recorded in June 2019 and one in June 2018 did not contain details of investigations, actions taken, or lessons learned
criticalcare_planning4 May 2024
some risk assessments did not include a risk management plan or guidance for staff to follow to help ensure they understood the person's condition and knew how to meet their needs

responsive

Note4 May 2024
End of life care and support
Note4 May 2024
Improving care quality in response to complaints or concerns
Note4 May 2024
Meeting people's communication needs
Note4 May 2024
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

safe

Note4 May 2024
Preventing and controlling infection
Note4 May 2024
Using medicines safely
Note4 May 2024
Staffing and recruitment
Note4 May 2024
Systems and processes to safeguard people from the risk of abuse
Note4 May 2024
Assessing risk, safety monitoring and management; Learning lessons when things go wrong

well_led

Note4 May 2024
Continuous learning and improving care; Working in partnership with others
Note4 May 2024
Engaging and involving people using the service, the public and staff
Note4 May 2024
How the provider understands and acts on the duty of candour
Note4 May 2024
Promoting a positive culture that is person-centred, open, inclusive and empowering
Note4 May 2024
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
Note13 Jun 2022
Working in partnership with others