7 October 2019
During a routine inspection
Routes (Yorkshire) is a domiciliary care agency. It provides personal care to people living in their own homes and flats in the community. At the time of the inspection the service was providing personal care to 120 people.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service
The service provided a range of care packages. Most people who used the service were happy with the care and support provided by Routes (Yorkshire). People and relatives told us they felt safe and staff were caring. Call times were generally reliable. The provider was introducing an electronic system to ensure this was monitored closely.
People’s care needs were assessed, and they received person centred care from staff who knew them well. Care plans were clear and up to date. Medicines were managed safely, and people received appropriate support with their health needs.
Staff were knowledgeable about people and the topics we asked them about. They received good quality training, supervision and appraisal. They were enthusiastic and demonstrated they were committed to providing person centred care.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Recent management changes meant there was no registered manager at the time of the inspection. The provider had introduced interim measures to ensure the management of the service. Quality checks were in place. We identified some gaps in these checks, but the service had responded to and resolved the issues prior to this inspection. There was a culture of learning and improvement in the management and staff team.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 13 April 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.