Routes Healthcare Preston

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and relatives were complimentary about the staff and said they were kind and caring. One person said, “I have a good rapport with the carers they are lovely and kind to me, they know what I like and always check that I am happy with everything and before they leave.” A relative said, “The carers are very respectful, we never feel rushed and show great kindness.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People were supported by staff who knew them well and placed them at the centre of their care. Personal preferences, cultural and social needs were understood and valued. One relative said, “The carers are pleasant and respectful in my home; we have mainly female carers.” One person said, “Male and female carers all are excellent; they support me and are respectful in my house.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People felt involved in their care and support and told us staff promoted their independence. One relative said, “The staff are very respectful they allow my loved one to be as independent as they can, they let them choose what they want to wear and eat.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Care documents evidenced that staff took appropriate and swift action to respond to people’s changing needs. Staff told us the management team were contactable at all times and responded quickly if they raised concerns about people’s welfare.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. Staff enjoyed working for the provider and felt valued. The provider had an employee appreciation day to show staff were appreciated especially when they performed well. This motivated and supported staff to continue to reach high standards. A flexible working policy was in place to ensure consideration was given to staff when they required extra flexibility around their working pattern.