Background to this inspection
Updated
10 December 2020
The inspection
As part of a pilot into virtual inspections of domiciliary and extra-care housing services, the Care Quality Commission conducted an inspection of this provider on 14 October 2020. The inspection was carried out with the consent of the provider and was part of a pilot to gather information to inform CQC whether it might be possible to conduct inspections in a different way in the future. We completed this inspection using virtual methods and online tools such as electronic file sharing, video calls and phone calls to gather the information we rely on to form a judgement on the care and support provided. At no time did we visit the provider’s or location’s office as we usually would when conducting an inspection.
Inspection team
The inspection team consisted of two inspectors, a medicines 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 homes.
The service had a manager registered with the Care Quality Commission. This means that they 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 48 hours’ notice of the inspection. This was because we needed to be sure the provider or registered manager would be available to support the inspection.
Inspection activity started on 14 October 2020 and ended on 23 October 2020.
Before the inspection
Prior to our inspection we checked all the information we held about the service. This included any notifications the service is required to send to us by law, any allegations of abuse or feedback about the service. We used all this information to plan our inspection.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection-
We spoke with 14 people who used the service and six relatives about their experience of the care provided. Everyone provided us with positive comments. We spoke with 12 members of staff, including the registered manager and the nominated individual. We reviewed a range of records. These included six care files, medication administration records, three staff files, training records and associated documentation relating to the operation and management of the service.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.
Updated
10 December 2020
This report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the provider.
About the service
Routes Healthcare is a domiciliary care agency based in Blackpool. The agency provides personal care to a wide range of people in their own homes, including adults, children, people with a learning disability and people with mental health problems. At the time of our inspection the service supported 135 people.
People’s experience of using this service and what we found
People were safe using Routes Healthcare. Systems, processes and practices adopted by the service protected people from harm and safeguarded them from the risk of abuse and discrimination. Potential risks were thoroughly assessed, and medicines were managed safely. Particular attention had been given to infection control practices during the pandemic in order to keep those who used the service and the staff team safe. Systems were in place so that lessons were learned when things went wrong.
Robust recruitment practices were in place. The staff team was consistent, and the support provided to people promoted continuity of care. A wide range of training had been provided for the staff team around health and safety matters and safeguarding issues, which helped to ensure people received safe care and treatment. One person told us, “They [staff] did an assessment when I started with them and I generally have the same carers who know what I need. New ones do read it [the care plan] though and follow it.”
The management and staff team were open and transparent during the inspection process. A wide range of regular audits and monitoring was taking place. We received very positive feedback about the registered manager and the staff team. One person told us, “They [staff] are definitely well trained. All lovely girls too.” Another commented, “I have no concerns about them at all. They are all brilliant.” Community health and social care professionals had been involved in the care and support of those who used the service.
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 February 2018).
Why we inspected
This was a planned pilot virtual inspection. The pilot inspection considered the key questions of safe and well-led and provided a rating for those key questions. The ratings for the key questions effective, caring and responsive are those awarded at the last inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Routes Healthcare on our website at www.cqc.org.uk.