11 September 2012
During a routine inspection
We spoke to the relatives of two people who use the service on the telephone before we visited the office. After the visit we spoke to two care staff on the telephone.
Relatives were very complimentary about the agency and said 'I'm really happy with Routes, the service and the value for money' and 'The service has been excellent, there is nothing they could do better, everything is fine'.
People told us how staff from the agency had visited them to discuss their needs before they started the service. They told us that they were regularly contacted by the office staff who checked that they were still happy with the service being provided.
We saw that records gave staff information to follow so that they knew how to assist people to meet their needs in a way they preferred.
Staff receive training to ensure that they had up to date knowledge to keep people safe from harm.
One person told us 'I have the same care worker, she is really helpful, mom is over the moon with her and she's the one we have to please'. Another person said 'She goes over and above her call of duty'.