# Metro Homecare Ltd

Metro Homecare Ltd is a CQC-regulated home-care agency in London.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 11/06/2022

## Practical info

- Postcode: W13 8RA
- Registered manager: Osman, Mohamed
- Local authority: Ealing
- Region: London
- City: London
- Last CQC check: 11/Jun/2022 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Registered manager actively engaged in continuous professional development and sector partnerships
  - Published: 2024-05-04
- Finding
  - Evidence: Positive staff culture with regular supervision, appraisal, training and staff meetings
  - Published: 2024-05-04
- Finding
  - Evidence: Electronic monitoring system used to track visit punctuality in real time
  - Published: 2024-05-04
- Finding
  - Evidence: End of life care described as 'excellent' by relatives, with relevant staff training
  - Published: 2024-05-04
- Finding
  - Evidence: Effective safeguarding systems with appropriate reporting to the local authority
  - Published: 2024-05-04
- Finding
  - Evidence: Strong complaints handling with prompt and responsive office staff
  - Published: 2024-05-04
- Finding
  - Evidence: Comprehensive, person-centred care plans covering all aspects of individual needs and preferences
  - Published: 2024-05-04
- Finding
  - Evidence: Medicines administered safely with regular audits of MAR charts and prompt corrective action
  - Published: 2024-05-04
- Finding
  - Evidence: Sufficient staffing levels maintained, including bank staff to cover pandemic-related absences
  - Published: 2024-05-04
- Finding
  - Evidence: People felt safe and well cared for, trusting care workers and the management team
  - Published: 2024-05-04
- **record_keeping** _(moderate)_
  - Evidence: 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
  - Published: 2024-05-04
- **governance** _(critical)_
  - Evidence: 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
  - Published: 2024-05-04
- **incident_learning** _(moderate)_
  - Evidence: three incidents recorded in June 2019 and one in June 2018 did not contain details of investigations, actions taken, or lessons learned
  - Published: 2024-05-04
- **care_planning** _(critical)_
  - Evidence: 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
  - Published: 2024-05-04

### responsive

- Finding
  - End of life care and support
  - Published: 2024-05-04
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2024-05-04
- Finding
  - Meeting people's communication needs
  - Published: 2024-05-04
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2024-05-04

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2024-05-04
- Finding
  - Using medicines safely
  - Published: 2024-05-04
- Finding
  - Staffing and recruitment
  - Published: 2024-05-04
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2024-05-04
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2024-05-04

### well_led

- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2024-05-04
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2024-05-04
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2024-05-04
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2024-05-04
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2024-05-04
- Finding
  - Working in partnership with others
  - Published: 2022-06-13
- Finding
  - Continuous learning and improving care
  - Published: 2022-06-13

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-7024426052

HomeCare Compass is an independent guide and is not affiliated with the CQC.