Routes Healthcare Burnley

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

At the time of the inspection, the location did not care or support anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

Right support People told us they felt safe and staff were kind and caring. Staff understood how to protect people from harm or discrimination and had access to safeguarding adults' procedures. There were sufficient numbers of staff deployed to safely meet people's needs. The provider followed safe recruitment procedures. Risks were assessed and monitored, which reduced the potential of avoidable harm. People were also protected from risks associated with the spread of infection. People received their medicines safely and were supported to eat and drink in accordance with their care plan.

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 were assessed prior to them using the service. The provider had arrangements for the induction of new staff and provided regular training updates for existing staff. Staff were supported by the registered manager and the management team. People were helped to access healthcare services, as appropriate.

Right Care People and their relatives told us staff were caring and treated them with kindness and respect. People and where appropriate their relatives had been consulted about their care needs and were closely involved in their ongoing care and support. Staff respected people's privacy and dignity. People and their relatives had access to the complaints procedure, if they wished to raise a concern. The registered manager had maintained detailed records of complaints.

Right Culture The provider promoted a person-centred culture which was focused on meeting people's individual needs. The registered manager and the management team carried out a series of audits to check the quality and safety of the service. Spot checks were carried out to monitor staff performance. People, relatives and staff were asked for their views and their suggestions were used to improve the service and make any necessary changes. All people, staff and relatives praised the care provided and the management of the service. They confirmed the registered manager was approachable and supportive.