INFINITYCARE365 LTD

Some people’s care records did not always contain clear guidance for staff and were not always consistently completed. However, people were supported by staff who were trained and understood how to meet their individual needs.

People’s mental capacity assessments were not documented to ensure any decisions made on their behalf were done lawfully should they lack mental capacity. However, staff constantly offered people choices and respected their decisions if they declined support.

Staff recruitment records did not evidence that staff were recruited safely; the registered manager told us they did not document discussions with previous employers when obtaining references. Staff were not requested to provide a full employment histories which meant the provider was unable to determine if there were gaps in employment and the reason for the gaps.

People were protected from the risk of harm and abuse; staff undertook training and knew how to escalate concerns. The registered manager understood their duty to report any concerns to the local authority. However, they had not always notified CQC of incidents affecting the service.

People were supported by a kind and compassionate staff team who were supervised regularly. People’s medicines were managed safely, they received their medicines on time, this included where people were prescribed time specific medicines. Staff were trained in and followed infection prevention and control procedures to keep people safe.

Staff sought health and social care professional advice in response to people’s changing needs. Staff followed the advice, monitored outcomes and provided feedback to professionals when needed. The registered manager supported people to access health and social care services.

People benefitted from a consistent staff team who understood and respected their wishes and communication methods. People received person-centred care and by staff who knew them well. Most people being supported were at the end of their lives, staff worked with empathy and understanding but encouraged a level of independence, choice and control.

The service was run by a compassionate registered manager who created an inclusive culture for people, their relatives and staff. The registered manager sought people’s feedback and learned from complaints, near misses and incidents to continually improve people’s outcomes.