Background to this inspection
Updated
1 November 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by an inspector, an assistant inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. A manager had recently been appointed who was going through the process of registering with the commission. A registered manager and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service notice of the inspection. This was because we needed to be sure that the provider or manager would be in the office to support the inspection.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with seven people who used the service and nine relatives about their experience of the care provided. We spoke with 14 members of staff including the nominated individual, manager, senior trainer, care coordinator and ten care workers. We reviewed a range of records. This included seven people’s care records and multiple medication records. We looked at five staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We asked the manager to send us further information after the inspection. This was received promptly and considered as part of the inspection.
Updated
1 November 2019
About the service
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.