INFINITYCARE365 LTD

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• 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 provider met people’s needs.

This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People completed an ‘about me’ form to guide staff on what and who was important to them. People described individualised interactions and told us staff knew them and their preferred routines well. A staff member said, “To me, person-centred care is everything that I do, it is all centred on the person. The views and ideas from the person are as important as the care is for them. If something needs to be done you gain consent as it is all centred on them.” The registered manager told us how people’s families were important too and said, “It’s not just about the person but about their families too, if we can put their (relatives) minds at rest, it helps the person relax and be content.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Most people using the service were also supported by health care professionals. They assessed people’s health needs and provided staff with advice to follow. A healthcare professional told us, “From my observations and experience they really have been so supportive of [person]. I think they go above and beyond. I see other carer agencies; they are rushing in and out but with [person] the interaction and communication makes their clients feel really valued.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a format people could access. For example, easy read, audio and large print documents could be produced if needed. The registered manager told us how they had consulted with the SaLT team to source a communication book for a person who does not use words to communicate.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The registered manager and members of the management team visited people on a regular basis to check that they were happy with the service. People and their relatives knew how to complain if needed, comments included, “I don’t think I have needed to complain, [registered manager] is very helpful. [Registered manager] would listen to us if we had any complaints, they wouldn’t want to upset us. We have never had that situation.” There was an ongoing complaint which involved other professional bodies, the registered manager showed how they had worked with the professionals and demonstrated how they had learned lessons from the complaint and had changed some policies and practices to mitigate reoccurrence.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager and their staff knew how to quickly access professional healthcare support when required. Staff supported people to appointments when needed or ensured they were ready on time if they were going out. The registered manager had purchased a ramp in case people were unable to use steps at home and ensured their premises had access for people who used wheelchairs. People were able to contact the service when required through the on-call rota system.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The registered manager advocated for people who were at risk of barriers to care. They told us how they supported people and family members to access support. A relative said, “Any problems, I have [registered manager’s] telephone number. I will phone them up and they will do their best to sort any problems out. I have contacted [registered manager] on numerous occasions as I don’t know how the care system works, every time I have contacted them, they have put me in the right direction and done most the work to help me out, this was contacting other professionals for me.” We saw numerous examples of how people were supported to access healthcare services to improve their outcomes.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Staff had received training on how to support people when at the end of their lives and worked with healthcare professionals to ensure people had the right medicine and the right equipment to remain comfortable. People were encouraged to plan for their future care and when needed, their relatives were consulted. Staff told us how they respected people’s individual views and feelings about being at the end of their lives, therefore, they made sure to take a holistic approach to care. A staff member told us, “Most clients are palliative care, we have training but things change all the time, we learn every day. I am confident in what I am doing.” The registered manager said, “We can’t solve their (health) problems, but we can make things slightly easier for them, that’s my passion.”