A family in the North East had were struggling. Their loved one needed complex care at home, but things weren't working with their current provider. Then Routes Healthcare stepped in to support.
Three weeks later, they wrote to their NHS Continuing Healthcare nurse assessor: "Three weeks in with Routes and it couldn't be more different. It's a pity it didn't happen sooner."
Reading those words from a family who'd been carrying so much uncertainty - it reminds us why we do this work.
A Clinical Team They Could Rely On
The family noticed the difference immediately: "Routes have been very involved from both a managerial and clinical perspective; Lee and Sue are familiar and welcome faces."
Case Manager, Lee, and Registered Nurse, Sue, didn't just set the support up and disappear. They stayed involved, building real confidence through their consistent presence.
Then something happened that really showed the strength of Routes' approach.
On one occassion, Sue was off sick for a week. The family shared: "When Sue was off due to sickness, we had her colleague Amy coming from Yorkshire, delivering on-site training and assessing competencies that week... This gave us real confidence in Routes' clinical network and depth of specialist support across the region."
Routes' Clinical Lead Amy travelled from Yorkshire without hesitation. No gap in support, no drop in standards. Just someone else from the team who knew exactly what needed to happen. That's what having a clinical network across Northern England means - there's always someone with the right expertise available when circumstances change.
Dedicated, Professional Support Teams
The family could see we were doing things differently: "The staff all have 3 full days off-site training, plus more online training, and Routes are prepared to give staff time to settle in and become familiar and confident in [our loved one's] clinical care."
We recruited enough people to build reliable scheduling from the start. But nobody worked independently until they were genuinely ready. Shadow shifts - what the family called "extended meet and greets" - gave everyone breathing room. Staff built confidence with the care. The family got to know who'd be looking after their loved one.
The family also noticed our approach to scheduling: "Routes seem to have no problem recruiting and bringing possible carers through the system, making it clear that all staff will be expected to cover both days and nights."
All our staff on this package cover both day and night shifts. It means the same faces whether it's Tuesday morning or Saturday midnight. Staff get to really know the person they're caring for - not just their care plan, but who they are.
Peace of Mind for Their Loved Ones Care
"They have electronic recording for the care... [next of kin] have access to the live schedules online and the notes that are made by the carers." Our online system gives families access to schedules and care notes whenever they want to check. No more wondering or chasing for updates - they have peace of mind and confidence that their loved one is in safe hands.
The family ended their message with: "Many thanks for your role in making the change happen - it is very much appreciated by us all."
When a family takes the time to write to their ICB, sharing specific details about what's made a difference - that stays with us. These words capture everything we hope to achieve for every family we work with.
This NHS Continuing Healthcare package is one of many we deliver across Northern England, working alongside ICBs and Continuing Healthcare teams. If you'd like to talk about how we can support your complex care needs, our team is here to help..
Call 0333 800 1379 or email enquiries@routeshealthcare.com
*Names and specific locations have been redacted to protect client confidentiality
