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Routes Healthcare provides nursing, care and support services to clients within their own homes. Delivering quality led, person-centred care to both Adults and Children throughout the North of England. Our services are officially recognised and delivered to the highest standards. Everyone of us is committed to our core value of 'Excellence in all we do' and dedicated to meeting the standards of the care sector's governing regulator, the Care Quality Commission (CQC) With a broad spectrum of complex care conditions, our experienced nursing and care teams specialise in: - Spinal Injuries - Acquired Brain Injures - Mental Health - Neurological Conditions - Learning Disabilities - Physical Disabilities - End of Life Care
Cedar House, OL11 1LQ, Rochdale, United Kingdom
2.9
11 reviews
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These are truly the most awful care company. They are late always, they do not let you know when they will be coming, they do not provide rotas and they treat their staff terribly
Most of the carers were good, but the management are sending carers out, with either no, or little experience in looking after vulnerable elderly people. The carers are expected to drive miles out of their way, and sometimes have had to use public transport to get to each client. How can this be good for the staff and clients wellbeing. Very poor management.
Reply from Routes Healthcare (North) Limited
Thank you for taking the time to share this, Michele.
We're glad to hear the carers themselves made a good impression, and we want to make sure that feeling carries through every part of someone's experience with us.
We do want to offer some reassurance. Every carer completes thorough training before supporting any client — and anyone new to care works alongside an experienced team member from the start. Travel is also always planned around what each carer tells us they can manage, and if that ever feels unworkable, we encourage them to speak with the office team so we can find the right solution.
We also know that reassurance only goes so far, and if there are areas where we can do better, we want to hear about them. Please do get in touch at serviceimprovement@routeshealthcare.com and we'll make sure the right people look into this properly.
My mother was receiving care from this company. She phoned and told them that she didn’t want the care anymore, as her circumstances had changed. And despite the fact she has full mental capacity to make this decision, about her care, she was told Social services are the only people that could stop the care.
This company has no right to tell people ( with full mental capacity) that decisions about their life and the care they are receiving, is down to decisions made by social workers. This is illegal and abusive.
Reply from Routes Healthcare (North) Limited
Thank you for your review, Steve. We're sorry to hear your mother's experience left you feeling this way. We fully respect your mother's capacity to make her own care decisions and would never override anyone's wishes or assume a lack of capacity.
Whilst we can't tell from this review about the specific details of your mother's package of care, it sounds like this was likely arranged through Social Services or Continuing Healthcare (CHC).
As a care provider, when a package of care is arranged and funded by Social Services or CHC, we're required to work within the agreement set by the funding body. This means that we aren't able to stop a funded package without this coming through them.
If you have any concerns or would like advice, or to talk to somebody from our team, we'd welcome the chance to speak with you. You can reach out to us by calling 0333 4561 670 or emailing serviceimprovement@routeshealthcare.com
Routes health care went over and above when caring for my stepmother . I’d heard horror stories about care companies missing medicine times and not being kind of compassionate but I found the staff who attended to be all these things . Also I feel they rather than do the bare minimum they went over and above . I heard them whilst o was out of the room actually asking how she was and asking about her . So I would rate my experience and would recommend them as a care company in my opinion . This was Leeds Kirklees Routes that supplied Barnsley .
Reply from Routes Healthcare (North) Limited
Thank you so much for taking the time to share this. It's really wonderful to hear that the team caring for your stepmother made such a positive impression, and that you could see for yourself the care and kindness they brought to every visit.
Those small moments, like taking the time to ask how she was doing, are exactly what our team are there for. It means a great deal to know that came through.
We'll make sure the Kirklees team hear about this. Thank you again for recommending us. :)
Organising the care plan has been made easy. All contact has been helpful, understanding and professional. This is from our initial phone calls with Nicole, the visit from Amy to create the plan, to the carers coming to the house. Jane in particular is pro active, guiding us gently through difficult times with a balance of efficiency, empathy and practicality. She also brings a smile, which is so very appreciated.
Reply from Routes Healthcare (North) Limited
Thank you so much for taking time to share this review Helen. It's really lovely to hear that the whole process felt manageable from the very start - and that Jane's approach has made such a difference during what sounds like a difficult time. We'll make sure the team all see your kind words!
When I worked for this company, I got treated like pure shit. They never take care of the carers. I used to do this to help people but it’s also nice to be treated nicely and praised for the good work you do. Unfortunately my experiences have been nothing but bad. I worked for a racist man who used to call me all sorts of names and the people who were higher up never did anything. They completely ignored it. When I asked for something else they eventually gave it to me but took the piss by sending me 15mins per run just to be petty. I hate workplaces that are petty. I enjoyed working to meet new people and the people I cared for but unfortunately I didn’t like the way I was treated. Wouldn’t recommend working for them at all. Good riddance!
Reply from Routes Healthcare (North) Limited
Thank you for taking the time to share your feedback. As an organisation, we are always striving to improve and truly value your input. We're sorry to hear that your experience did not meet expectations. If you're open to it, we’d appreciate the opportunity to discuss this further. Please feel free to contact us directly at tellmemore@routeshealthcare.com.
Pleasant and helpful answers to telephone calls. Friendly and constructive visit and later visit to sort out contract.
Reply from Routes Healthcare (North) Limited
Thank you so much for taking the time to leave this review. It's really good to hear that our team made the process straightforward for you from that first phone call through to getting everything set up. We know how important it is to feel supported when you're arranging care for someone you love
no clean bedding for 4 weeks, dirty clothes all over the floor, dirty mugs left in bedroom, mum cant carry them as she uses a zimmer frame, missing visits
Reply from Routes Healthcare (North) Limited
We're truly sorry to read about your mum's experience. The issues you've described are completely unacceptable and fall far short of the care we're committed to providing.
We want to raise this with our quality team and investigate these concerns immediately to make sure your mum gets the standard of care she deserves.
We don't have enough information from your review to identify your mum's location, but we'd like to find out more. Please contact us directly so we can escalate this to our quality team:serviceimprovement@routeshealthcare.com
From here, we can review her care plan, arrange an immediate visit, and address the missed visits and household tasks that haven't been completed.
We take these concerns very seriously and want to speak with you as soon as possible.
The carer's are very good with Mum. They have been consistent and on time.
Reply from Routes Healthcare (North) Limited
Thank you so much for the review, we're pleased to hear your mum is happy with the care she's receiving from our team. We really appreciate you taking the time to share this.
I started working for Routes after doing all of the training unpaid. I went on my first shift and entered a house alone. To a very racist and sexual man. I was horrified to see that as a carer that is what you had to deal with and it seems acceptable!! I left after my first shit and for the privacy of the client I won’t be putting more details down. I sent an email to the company regarding my safety concerns and had and still have had no reply. Just messages the next day to ask why I hadn’t arrived 😦 Although I fully understand that people need to receive care, the company should provide care for the carers I didn’t even get a courtesy call to see how my first shift went.
Terrible experience very disappointed with Routes Healthcare 😟🙁😕
Reply from Routes Healthcare (North) Limited
Thank you for taking the time to share your feedback. As an organisation, we are always striving to improve and truly value your input. We're sorry to hear that your experience did not meet expectations. If you're open to it, we’d appreciate the opportunity to discuss this further. Please feel free to contact us directly at tellmemore@routeshealthcare.com.
My experience with routes healthcare has been exceptionally good, they have made sure I’m matched up perfectly with my carers Sam from the complex team in Rochdale, Sam is just a phone call or email away to sort out any issues that may accrue.
My carer Mariama who I was matched with isn’t just a carer to me she is that family member I never knew I was missing.
I would recommend routes to anyone that was looking for a carer company especially in the complex area of care
Reply from Routes Healthcare (North) Limited
Thank you so much for your heartfelt review. We're absolutely thrilled to hear that your experience with Routes Healthcare has been exceptionally positive. It's wonderful to know that Sam and the Complex Team in Rochdale have provided the responsive support you deserve, and that Mariama has made such a meaningful difference in your life.
We take great care in matching our clients with the right carers, and your words truly affirm why we do what we do. Knowing that Mariama feels like family to you means the world to us.
Thank you for your recommendation—it really does mean a lot.
Warmest regards,
The Routes Team
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