Routes Healthcare Tameside

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Requires improvement

• Caring

  Requires improvement

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

The assessment began on 18 August and concluded on 11 September 2025.

We assessed 34 quality statements.

Routes Healthcare Tameside is a domiciliary care agency providing support to people living in their own home. Some of the people receiving support have complex needs and they require 24 hours care and support. At the time of the assessment there were 205 people receiving the regulated activity of personal care. This assessment was prompted by the concerns we received about the service.

There was no registered manager at the time of the assessment. However, one of the managers had submitted their registration application to us and we were in the process of reviewing it.

This assessment included a visit to the provider’s office, telephone calls to relatives and people using the service, as well as speaking to staff. Overall, we spoke to 19 people, and 11 staff members including the Nominated Individual, service managers, office staff and support workers.

The provider and staff felt strongly about ensuring people receive good care. The provider was responsive to our feedback and already had an internal improvement plan where some of the shortfalls in care delivery were addressed.

During the assessment we were however not assured staff had adequate level of skills, knowledge, training and competencies to provide care and support to people. Both people and staff raised concerns in this area.

We found the provider was in breach of Regulation 18 Staffing and we had issued the provider with an action plan telling them how they must improve.

People's experience of this service

We spoke with 19 people using the service. People and their relatives provided us with mixed feedback regarding the care and support provided. People told us staff were overall kind, caring and treated them with respect and dignity. One person told us, “The carers are all good. There are no problems.” Staff had a good understanding of delivering kind and compassionate care to people. However, at times staff lacked appropriate skills, knowledge and training. People also raised concerns regarding inconsistency of staff, staff rotas and frequent changes within the management structure, which they felt impacted on communication and care delivery. One person told us, “There is too much change, staff get sent all over the place. Nobody is in charge. The carers are generally nice people but not being managed properly.”