Infinity Care Services 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.

Staff treated people respectfully. People and their relatives told us care workers were kind and caring. They had good relationships with their regular care workers. Their comments included, “Carers are attentive, respectful, polite and sensitive”, “Carer is very sweet” and “They are nice to [person] and chat with [them].”

People told us their privacy was respected and their dignity maintained. Their comments included, “Carer is respectful at all times”, “I have always found they respect my privacy” and “Sometimes they go the extra mile.”

People were treated as individuals. They and their relatives explained they were able to request the gender of care workers and specific languages. Some people told us care workers were matched with the same cultural background and this helped ensure their cultural needs were met. Their comments included, “We were able to ask for [gender specific] care workers” and “Carers are great company and can speak [person’s first language].” A relative explained their loved one had a sensory impairment. They told us staff understood this and were careful to ensure the person was safe.

Care workers we spoke with were able to describe about people’s individual needs and personalities.

People were able to make choices about their care. They told us they met with the management team to discuss their needs and create care plans which reflected these. They said care workers offered choices and respected people’s decisions. Their comments included, “I get to choose what I want them to do. They are flexible” and “We are involved in decisions about [person’s] care.”

Staff encouraged people to be independent and do things for themselves when this is what they wanted and they were able. Managers discussed people’s abilities with them and recorded these in care plans.

The agency responded to people’s immediate needs. There was an out of hours emergency on call telephone number and people were aware of this. Relatives told us staff had been quick to respond when people became unwell or following accidents. The provider’s records showed that staff had followed processes for dealing with emergencies.

The agency supported staff wellbeing and enablement. Staff told us they felt well supported. They had regular meetings with managers and explained they could contact them any time if needed. Staff explained managers listened to them and respected them. Comments from staff included, “I feel confident asking for support”, “They share information with us, and we can ask them questions” and “We have [a messaging application] to share information. They offer daily updates and support.”