Infinity Care Services 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 provider met people’s needs.

At our last assessment, we rated this key question good. At this assessment, the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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.

Staff provided person-centred care which met people’s needs and reflected their preferences. Some people told us about aspects of their care, especially planned visit times, which they wanted to be changed. We discussed these with the registered manager who agreed to liaise directly with people about these issues. People and their relatives told us their individual needs were met. They explained the agency had made changes to planned care when requested. Although some people told us it had taken longer than they expected to make some changes.

Staff worked in collaboration with external health and social care professionals. They shared information to ensure people received continuity of care.

The provider had not created ‘easy to read’ (pictorial and/or simple language) information for people who might need this. Additionally, care plans were written in English and had not been translated for people who had another first language. We discussed this with the registered manager. They agreed to look at how they could make information more accessible for everyone.

The provider ensured people had information about their care and the service. People told us they had enough information about the service and their planned care. Everyone was provided with a folder of information, which included a care plan and key information about the agency.

People and their relatives told us managers listened to them and gave them opportunities to comment on the service. They had been involved in developing and reviewing care plans. They took part in regular telephone monitoring calls. People knew how to make a complaint. People who had raised concerns felt these had been dealt with appropriately. People were asked to complete surveys about their experiences. The provider had developed an action plan to address concerns identified through this monitoring.

Staff supported people to access the services they needed. For example, attending medical appointments and being out and about in the community when this was part of their planned care. Staff supported some people to familiarise themselves with local services and facilities when they first moved to a new area.

Managers assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. Staff liaised with people and their families to make sure they felt their needs were being met. Staff undertook training to understand about equality and diversity.

Managers and staff helped people plan for the future. They asked them about their wishes for future care and objectives they wanted to achieve. Staff provided care which helped people work towards these objectives. At the time of our assessment, no one using the service was being cared for at the end of their lives. Staff had undertaken training about providing end of life care. Managers told us they had worked with local healthcare teams to provide personalised end of life care to people in the past.