Infinity Care Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider consistently treated people with kindness, empathy and compassion, and respected their privacy and dignity. Staff also showed respect and courtesy when working with colleagues from other organisations.

People told us staff treated them with dignity and kindness. Records promoted respect at all times. One person said, “They give me lots of privacy when I get washed as best they can. They are so kind and we have a great rapport. I feel secure and safe and I really love them.” Another person told us, “Nothing is too much trouble for them, and they will do whatever I ask of them.” A relative said, “She is safe with her lovely carers and the help they provide is allowing her to stay at home.” Other relatives commented, “They chat away and have a genuine concern for her welfare” and “They treat her kindly and are very friendly. She is treated like a member of their family and Mum really enjoys the companionship.”

The provider monitored staff practice through spot checks to ensure they consistently demonstrated kindness, compassion and respect in their interactions with people.

The provider treated people as individuals and ensured their care, support and treatment met their needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics.

Care plans reflected people’s individual strengths and preferences. Staff and people were able to describe how care was tailored around each person’s wishes. A relative told us, “Her carers know what she likes to eat and drink but always ask her if that is ok before they prepare anything.” Another relative said, “They are very efficient and will change times and increase the number of calls to suit Mum, especially when I am away.”

People told us they were treated as individuals and that their care was designed around their needs. They said they were involved in planning their care and that the provider listened to their views and wishes. Staff and people consistently described how staff considered individuals’ preferences when delivering care.

The provider promoted people’s independence and supported them to understand their rights and maintain choice and control over their care, treatment and wellbeing. One relative told us, “The care package is allowing Mum to live life independently. I would highly recommend them. We were so lucky to find this company.”

Staff recognised the importance of helping people maintain daily living skills wherever possible. Care plans reflected people’s abilities and strengths. People told us they were involved in developing their care plans and were given choices about how their care was delivered, including what they wished to wear and their preferences for eating and drinking.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted quickly to minimise any discomfort, concern or distress. People and their relatives told us they were happy with the care provided. One relative said, “Throughout the time he has required carers he has had many health issues and with declining health and mobility, a lot of changes have been implemented to his care plan which has been regularly reviewed and updated due to his changing needs.” Another relative told us, “With his changing needs the company has kept him safe and have anticipated changing needs over the years.”

People’s care plans clearly documented their medical conditions and how these affected their daily lives. Staff demonstrated strong understanding of how to recognise when people’s needs were changing and the action required in response. The registered manager analysed call times and care records to identify changes in people’s needs and adjust their care accordingly.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.