INFINITYCARE365 LTD

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.

This is the first assessment for this service. This key question has been rated 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and their relatives gave examples of how staff afforded them privacy and dignity. A relative told us, “They close the door and pull the curtains, it’s very dignified.” A staff member said, “First thing, I make sure the door and curtains are closed before we give any personal care. When you take off the clothes we cover with the towels. I always seek permission before doing anything, we greet each other and I introduce myself, tell them what I here for and then gain consent before I start my work.” People and their relatives spoke highly of the staff, comments included, “The care they are providing is excellent. They come in and they are as good as gold. I cannot fault them one bit.” Another said, “They are polite and cheerful, we couldn’t ask for a better team really, there is a group of them who come regularly.” We reviewed compliments received at the service, all of which were thanking staff and management for their support.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. A relative told us about some kind and compassionate interactions they witnessed between their loved one and a staff member. They said, “They (staff) suggest going out for walks or into the garden, they play catch with balls in the garden, its lovely. I sent [registered manager] pictures of what they are up to. It is special when I see this, and they don’t see me watching.” The registered manager told us how they carefully matched staff with people to suit their personalities, preferences and needs. For example, religion was very important to one person, they were matched with a staff member who could support them to go to church and meet their wishes for daily Bible readings. Staff were very well versed on people’s social needs, they accurately described who and what was important to people and how they liked their support to be delivered.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff gave practical examples of how they promoted people’s autonomy and ensure they had control over their daily lives. A staff member spoke about a person they supported and said, “When you encourage [person], you start talking about their achievements and encourage them to do more. I let [person] know I am there to support; they will then feel pride and motivation which gives them strength. [Person] is one where you encourage them, it gives them power.” People had choice and control over their visit times and were able to make changes to suit them. A relative told us, “They are on time most of the time. I have before contacted them and adjusted the times, they accommodated this or if I know in advance I let them know too.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People’s care was reviewed on a regular basis and in response to their changing needs. Any changes to people’s length of visits were discussed and accommodated, people and staff were able to feedback if more or less time was needed to provide effective support. Staff were trained to monitor changes in people’s conditions, people gave examples of where staff had responded in urgent situations. A person said, “One morning when [staff member] arrived I was still in bed and not my usual self, I was suffering with [medical condition]. They came in, looked and asked if I was ok. They made a suggestion I called for an ambulance, good job I did, thanks to [staff member], they saved my life.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us shift patterns were arranged to suit their home lives so they were able to provide high quality care for people. A staff member told us, “I am very happy there.” The registered manager had put safety measures in place for staff if needed, for example, if they were uncomfortable with anything they could call the on-call phone and give a coded sentence which meant management would know if there was a situation that needed solving. A member of the management team was available for ‘rapid response’ to assist in emergency situations, this gave staff reassurance they were not alone.