Infinity Care Limited

Updated 2 January 2025

Date of Assessment: 6 January 2025 to 28 January 2025. The service is a care at home service providing support to adults of all ages in their own home some of whom were living with dementia and / or a range of physical disabilities. At the time of the inspection they were supporting 14 people, some of whom were receiving a live in care service. This was an assessment to check whether improvements had been made following our previous inspection.

Quality assurance systems had been implemented however, these were not yet sufficiently robust to identify all of the areas where the quality and safety of the service were compromised. We continued to find shortfalls in how risks to people’s health and wellbeing were managed. Records relating to people’s care were not always complete or, in some cases, contained inconsistencies.

Systems had been put in place to investigate and to ensure lessons were learnt from incidents and accidents. These needed to be further refined to ensure they were effective at identifying any themes or trends and managing and mitigating future risks.

People were protected from abuse and kept safe. There were appropriate staffing levels. A training programme was in place; however, staff had not always received the training relevant to the needs of the people they were supporting.

Overall, the principles of the Mental Capacity Act were now better understood and applied in practice.

Staff worked with other agencies effectively. The service supported staff wellbeing and staff felt valued and supported and they were confident to speak up or to share feedback.

This service has been in Special Measures since 7 July 2023. The provider has demonstrated sufficient improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions, therefore, this service is no longer in Special Measures.

We have asked the provider for an action plan in response to the concerns found at this assessment.

Updated 2 January 2025

People and their relatives were very positive about the quality of their care and told us staff went above and beyond expectations. For example, 1 relative told us, “Staff go above and beyond to help, they go to the pharmacy for [Person’s] Medication if I am unable to”. A person told us, “I once rolled out of bed when feeling unwell, I rang my lifeline, and the agency were contacted, and they came at once. A relative told us “[Person] is absolutely safe, they can relate to [staff], they are very gentle, there are no concerns about safety whatsoever.”

People said they received care from a small group of staff who knew them well, were experienced and attentive. Comments included, “The carers are all pleasant, arrive with a smile, we are really happy with them”, “Staff are friendly, efficient, the same 3-4 faces, they arrive on time, contact me if they are going to be late” and “We are very happy with the service and level of care [family member] receives…there is nothing to improve on, staff know them well and the administer the right level of care done in a way they feel happy with”.

People told us their healthcare needs were well managed. One relative said, “Any concerns and the carers would contact the doctor or 111, they always act appropriately”. People felt their care was well planned with their involvement. One person told us, “My care plan was fully discussed to fulfil my needs… it gets updated as required.”

People told us the service was well managed, with approachable and friendly staff in the office. Comments included, “Agency is very well managed,” “I am extremely happy with the service, I feel lucky to have found this agency” and “I am very happy for [family member] to be looked after by Infinity Care, I can’t fault them, the managers are very good”.

Whilst people were happy with their care, our assessment did identify some areas where improvements were still needed.