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Date of Assessment: 7 October to 31 October 2025 Metro Homecare provides care and support to people living in their own homes in the Crawley area of West Sussex. Not everyone who used the service received personal care. CQC only inspects where people receive the regulated activity of personal care. The service provides personal care to adults living in their own homes, some of whom were living with long term health conditions, as well as conditions associated with old age and frailty. This was the first inspection of the service. Systems and processes were in place to protect them from abuse. Staff had a clear understanding of their responsibilities under safeguarding, while the provider understood their regulatory responsibilities. People were supported, when needed, to access healthcare services. People were encouraged to maintain relationships with family and friends. Concerns and complaints were listened to and used to improve the service they received. People told us that for the most part, carers were kind caring and respectful. People, staff and relatives spoke positively about the registered manager and senior office staff. Staff said that management was approachable and open to feedback and discussions about people’s care. We received a range of feedback regarding staff approach, call times, continuity and punctuality. While many people commented very positively about their carers and the commitment shown by staff, some people experienced less consistency in these areas. Assessments of need and care planning were completed; however, information was not always kept fully up to date when people’s needs changed. Infection control measures were in place and followed by most staff, although there were a small number of occasions where practice did not fully reflect expected standards. The provider had quality assurance systems in place, though these had not identified all of the areas highlighted during this inspection.
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