New Possible’s British Training Awards sets out to discover and celebrate the organisations that are truly passionate about L&Ds role in building a thriving workforce.
In our ‘Sharing Success’ series, we interview British Training Awards Winners to shine a light on the inspiring initiatives that are improving workplaces across the UK and beyond. In this article we chat with Helen Cuthill from Routes Healthcare, winners of the ‘Training Initiative of the Year’ category.
Introducing Helen Cuthill:
“I'm Helen Cuthill, People Director at Routes Healthcare, where I oversee recruitment, HR, training – the core areas that sees our teams thrive in the workplace. What drives me is seeing how investing in people transforms not just individual careers, but the quality of care our clients receive.”
About Routes Healthcare:
"Routes Healthcare is a leading domiciliary care provider delivering exceptional care services across the North of England. Founded in 2009, we specialise in complex care, enabling people to receive personalised support in their own homes. Our dedicated team of healthcare professionals works tirelessly to maintain clients' dignity and independence while providing specialist services including palliative care, learning disability support and mental health care. Routes Healthcare are proud of our person-centred approach that puts individuals' needs first, establishing us as a trusted healthcare partner in the communities we serve."
Introducing Routes Academy
In July 2024, Routes Healthcare launched Routes Academy to address a common challenge in the healthcare sector: frontline staff struggling to visualise career progression. Led by Training Manager Wendy Mack, the initiative replaced fragmented training with structured, visual career pathways, described as “doors to unlock” - designed to guide both new and experienced staff through their development journey.
The healthcare industry faces persistent skills shortages and high turnover, often fuelled by unclear progression routes. Staff feedback during supervisions revealed a lack of direction, which contributed to early exits.
When asked about the challenges in the health and social care sector, Helen commented: “The biggest challenge is the increasing complexity of social care. It's no longer simply carers popping into clients' homes for basic support - as social care takes on a bigger role in healthcare, it means developing expertise in end-of-life care, neurological conditions, and advanced clinical skills. Experienced workers often lack progression pathways to develop these specialisms. Routes Academy addresses this by creating clear skills development routes, showing people how to build expertise whilst advancing their careers in meaningful ways”.
As a result, Routes Academy was developed with the aim to:
- Provide transparent career pathways
- Deliver specialist training for diverse healthcare roles
- Connect new staff with experienced mentors
- Build a pipeline of future leaders
Four Pathways to Progress
Since its launch, the academy has introduced four core learning paths:
- Care Cadet – For newcomers, offering hands-on training and Care Certificate accreditation
- Enhanced Homecare & Complex Care – Equipping staff to manage serious conditions in home settings
- End of Life Care – Focusing on both technical and emotional support skills
- Mentor and Team Leader - Developing leadership capabilities among experienced carers
When asked how the learning paths were developed, Helen said:
“We listened first. Staff kept saying "I want to progress, but don't know how." Our Training Manager Wendy had this brilliant “doors and keys” insight - showing progression as a journey with clear steps to unlock. We created four pathways: Care Cadets for newcomers, Enhanced Homecare and Complex Care for specialists, End of Life Care, and Mentor/Team Leader routes. We also began running “Apprenticeship Roadshows”, with drop-in sessions for people to talk about their career goals and the opportunities there are with apprenticeships and diplomas. Enrolment happened naturally because we solved a real problem people felt.”
The introduction of Routes Academy has delivered measurable improvements, including:
- 23% reduction in staff leaving within their first six months
- Internal promotions rose from 4% to 13%
- Training satisfaction rated 9.13/10
- Career progression perception improved from 5.4 to 7.71/10
- 91 new recruits entered healthcare via the Care Cadet path
- Staff report applying new skills directly, improving confidence and care quality
A Culture Shift in Training
Feedback from both staff and external bodies reinforces the programme’s success. One carer shared, “Before, I had no idea where my job could go. Now I’ve finished the Complex Care path, I’ve got skills I never knew I needed.” The Care Quality Commission (CQC) also noted the effectiveness of the mentoring approach in its latest inspection.
The “doors and keys” metaphor has resonated across the organisation, helping staff at all levels see multiple routes forward. Routes Academy has redefined training at Routes Healthcare (North), moving from tick-box compliance to a meaningful, motivating career ladder that benefits staff, clients, and the organisation as a whole.
Wins, Surprises & Challenges
We asked Helen about any challenges, surprises and wins she experienced. She mentioned the following:
“The biggest surprise was how it transformed our experienced staff. A colleague with 15 years said, "I finally feel like I'm building a career, not just doing a job." The challenge has been managing demand - we had waiting lists within months, which just goes to show that Routes Academy has been a much-needed programme for our sector. What's been moving is watching quiet newcomers become confident client advocates, and seeing our workers thrive in their careers. Even our CQC inspector noted the quality improvement in staff interactions.”
What’s next for Routes Academy?
Helen commented the following on the future of Routes Academy: “We're expanding on our learning pathways, opening more doors for people’s careers. Next year brings respiratory care and paediatric pathways, plus virtual reality training scenarios. Most importantly, we're developing recognised qualifications, so people leave us with credentials that open doors across the healthcare sector.”
What advice would Helen give to other organisations looking to create a similar initiative?
“Start by genuinely listening to your people. Make career progression visual - our 'doors and keys' works because people see their next step clearly and it’s relevant to people. Create achievable pathways, not overwhelming ones. Invest properly in your trainers and mentors. Most importantly, measure what matters - retention and staff satisfaction, not just completion rates. When people see their future with you, everything else follows.”
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