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The assessment began on 18 August and concluded on 11 September 2025. We assessed 34 quality statements. Routes Healthcare Tameside is a domiciliary care agency providing support to people living in their own home. Some of the people receiving support have complex needs and they require 24 hours care and support. At the time of the assessment there were 205 people receiving the regulated activity of personal care. This assessment was prompted by the concerns we received about the service. There was no registered manager at the time of the assessment. However, one of the managers had submitted their registration application to us and we were in the process of reviewing it. This assessment included a visit to the provider’s office, telephone calls to relatives and people using the service, as well as speaking to staff. Overall, we spoke to 19 people, and 11 staff members including the Nominated Individual, service managers, office staff and support workers. The provider and staff felt strongly about ensuring people receive good care. The provider was responsive to our feedback and already had an internal improvement plan where some of the shortfalls in care delivery were addressed. During the assessment we were however not assured staff had adequate level of skills, knowledge, training and competencies to provide care and support to people. Both people and staff raised concerns in this area. We found the provider was in breach of Regulation 18 Staffing and we had issued the provider with an action plan telling them how they must improve.
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