Routes Healthcare Wirral

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice, but required further improvements to ensure best interest decisions were clearly recorded when people were assessed as lacking capacity to make specific decisions.

People and their relatives told us they felt safe with the support provided by Routes Healthcare Wirral. It was clear that lessons were learnt from incidents and any learning was shared with the staff team. Staff had been recruited safely, had undertaken relevant training and knew how to raise any safeguarding concerns. People mostly received support from a small consistent team of staff, who knew them well. Staff had enough time to travel between their allocated visits and had enough time to provide all the support people required.

The provider had implemented safe infection prevention and control (IPC) procedures, including regular training for staff, and ensuring required personal protective equipment (PPE) was available for staff.

People's needs, choices and support preferences were assessed and person-centred care plans were created based on these assessments with the input from people and their relatives, to help guide staff how best to support people. People's health and well-being was regularly reviewed, and referrals made to other professionals when needed. When required, people were supported to maintain a healthy and balanced diet. Care plans reflected people's dietary needs and preferences and people told us they were happy with the support they received.

People told us they were treated well, and their dignity and privacy were respected by staff that were kind, approachable and professional. They were involved in their care decisions and had the opportunity to provide feedback about the support they received. There was a complaints procedure in place and people knew how to raise concerns.

People told us the service was managed well and they could always contact the office if needed. Staff were

well supported in their role and enjoyed working for the provider. They completed regular training and had supervisions and observations in the community to support their practice.

There were effective systems in place to monitor the quality and safety of the service. Most issues highlighted during the inspection had already been identified by the manager and an action plan created to ensure required improvements would be made.