About the service: Routes Healthcare Preston (Routes Healthcare) is a domiciliary care service, which provides support for both children and adults in the community, who require assistance with personal care, including complex needs and end of life care. The agency office is located in the docklands area on the outskirts of Preston city centre. It is accessible by public transport and car parking is available. At the time of our inspection there were 17 people who used the service.

People’s experience of using this service: People’s experiences of using the service varied. Some told us they were very happy with the service provided, whilst others felt some aspects of the service could be better, particularly in relation to the timeliness of the scheduled visits. Systems to act on allegations of abuse were in place. A wide range of risk assessments had been developed and potential risks were being managed well.

A system was in place for the reporting and recording of accidents and incidents, should it be necessary. Relatives of the people we visited took on the responsibility of the management of medicines. However, staff had received training in medication awareness and guidance for staff was available. Staff were recruited safely.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People's needs and choices were assessed and their care and support was delivered to achieve effective outcomes. Staff engaged with people and we were told care workers were kind and caring.

New staff received an induction programme and completed shadow shifts before commencing lone working. A broad range of training had been completed by all staff, who were regularly supervised and appraised each year.

Support plans had been developed, which were detailed and person centred documents, although on isolated occasions these did not always reflect people’s current needs. Detailed information was recorded in daily diaries, which demonstrated people were provided with person centred care and support plans were available in people’s homes. A system was in place for the management of complaints.

Some audits had taken place and feedback was regularly obtained from those who used the service and their relatives. Regular team meetings were taking place.

Rating at last inspection: This was the first inspection of this service since registration.

Why we inspected: This was a scheduled inspection.

Follow up: The service will be re-inspected as per our inspection programme. We will continue to monitor any information we receive about the service. We may bring the next inspection forward if we receive any concerning information.