# Routes Healthcare (North East Limited)

*Operated by Routes Healthcare (North East) Limited.*

Routes Healthcare (North East Limited) is a CQC-regulated home-care agency in Gateshead.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 13/01/2023

## Practical info

- Postcode: NE11 9DJ
- Registered manager: Cochrane, Glen
- Local authority: Gateshead
- Region: North East
- City: Gateshead
- Last CQC check: 13/Jan/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: The service engaged with people and staff through quality assurance surveys and acted on findings.
  - Published: 2023-02-11
- Finding
  - Evidence: Person-centred care plans detailed individual goals, and the service achieved positive outcomes including supporting hospital discharge.
  - Published: 2023-02-11
- Finding
  - Evidence: Staff worked effectively with healthcare professionals and wore PPE appropriately.
  - Published: 2023-02-11
- Finding
  - Evidence: Risks were assessed and regularly reviewed, with people supported in positive risk taking.
  - Published: 2023-02-11
- Finding
  - Evidence: Sufficient staff were recruited safely, with DBS checks and appropriate documentation in place.
  - Published: 2023-02-11
- Finding
  - Evidence: Medicines were managed safely with regular audits and timely action when issues were identified.
  - Published: 2023-02-11
- Finding
  - Evidence: People were safe from the risk of abuse with appropriate safeguarding policies, training, and reporting processes in place.
  - Published: 2023-02-11
- **incident_learning** _(minor)_
  - Evidence: Lessons had been learnt when things went wrong. However, it was not always clear from records how these lessons were applied across the service.
  - Published: 2023-02-11
- **governance** _(moderate)_
  - Evidence: Quality assurance processes such as audits were continuing to be carried out, however they were sometimes delayed due to changes in office staff.
  - Published: 2023-02-11
- **leadership** _(moderate)_
  - Evidence: There was no registered manager in place at the time of the inspection and there had been multiple management changes in the last 6 months.
  - Published: 2023-02-11
- **missed_or_late_visits** _(moderate)_
  - Evidence: The inspection was partly trigged by a number of complaints relating to late or missed calls... One person said, '[The staff] have difficulty adhering to call times.'
  - Published: 2023-02-11

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-02-11
- Finding
  - Preventing and controlling infection
  - Published: 2023-02-11
- Finding
  - Using medicines safely
  - Published: 2023-02-11
- Finding
  - Staffing and recruitment
  - Published: 2023-02-11
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-02-11
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-02-11

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-02-11
- Finding
  - Engaging and involving people using the service, the public and staff; Continuous learning and improving care
  - Published: 2023-02-11
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-02-11
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-02-11

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-2366471613

HomeCare Compass is an independent guide and is not affiliated with the CQC.