Routes Healthcare Burnley achieved a Good rating across all five key questions at its July 2023 inspection, with people, relatives and staff all praising the quality of care and management. The inspection was prompted by concerns about infection control, complaints handling, staff consistency and medicines management, none of which were substantiated during the inspection.
Strengths
· People consistently reported feeling safe and praised staff as kind, caring and professional
· Effective rostering systems minimised risk of late or missed calls, with staff reporting sufficient time between visits
· Medicines managed safely with staff trained in administration, transcribing and monthly audit of records
· Robust risk assessment process covering environment, care, medicines and other factors documented in care plans
· Strong complaint handling with thorough investigations, staff discussions and outcome letters issued
Quality-Statement breakdown (22)
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff support: induction, training, skills and experienceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staff; Working in partnership with othersGood