Infinity Care Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained the same. This meant peoples needs were met through good organisation and delivery.

The service was no longer in breach of the Regulation relating to the failure to respond to complaints.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People told us they received good continuity of care. The provider had systems and processes in place to support this, for example, rotas were carefully planned to ensure wherever possible, the same staff were rostered at similar times. The rostering systems allow preferred carers to be automatically locked in to ensure people’s choices were respected.

Communication with people and their relatives was effective and this helped to ensure their care and support was well coordinated. Comments included, “Communication is great” and “Staff communicate well with me, if they are running late on the odd occasion, they always let me know, I receive a weekly rota via email”.

Leaders had trained one person’s relatives how to use their hoist which had enabled the person to spend Christmas with their family.

Staff told us they were given all the information they needed about people’s needs before they commenced providing care. One staff member said, “The care plans are very detailed so that we understand what is needed” and another said, “Yes, I will read through the care plan before I go out to see the new client and carry out the care. If there is anything I am unsure of then I will ask before I go”.

Leaders were able to describe how they had addressed concerns regarding poor care delivered by an agency they were working alongside. This had helped to ensure that the person received care that protected their dignity.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Systems were in place to make it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support. They involved people in decisions about their care and told them what had changed as a result.

A complaints monitoring form had been introduced. There had only been 1 complaint since our last inspection, which had been responded to. Appropriate information on how to complain was contained within the service user guide.

People knew how to complain and told us they were confident these would be taken seriously. One person said, “No I have never had to complain, but if I did, I would go to the overall manager… any emails are addressed immediately”.

A comprehensive survey was in the process of taking place to seek feedback from people. The results were going to be collated and analysed to drive improvements where indicated.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.