Infinity Home Care Ltd

People's care and support needs were assessed and regularly monitored to ensure they were still current and being met. People's wishes, and legal rights were promoted and protected by staff who had received up to date training. The staff felt the training equipped them well to deal with any issues.

People were supported to have maximum choice and control of their lives and staff advised they had been trained to support them in the least restrictive way possible and in their best interests. Relatives told us about positive action taken to ensure people were supported to maintain their independence and to assist them to continue living in their own homes.

Relatives advised they considered the staff to be attentive and able to pick up on issues when they provided care. Relatives spoke positively about staff and said some of the care staff went above and beyond the agreed level of care, making sure the person was well cared for and settled before they left them.

People were cared for by staff who showed genuine regard for their physical and emotional well-being and relatives commented on people receiving personalised care from the staff who supported them in ways they particularly liked.

Relatives said the staff responded well to changes in how people were to be supported, providing prompt support when people were particularly unwell and in need of a level of support that was greater than had been originally planned at the assessment stage. Requests for any short-term changes were also attended to promptly and always met. Agreed plans of care reflected the full care and support needs of people.

Concerns or complaints were responded to in line with the policy and procedures. Relatives expressed confidence that any concerns or complaints would be properly addressed.

The registered manager was well known by staff and relatives of people using the service. Staff and relatives made numerous comments about the registered manager being very approachable, skilled and supportive.

Feedback on the quality of the service had been sought from people who used the service and their relatives using regular questionnaires. The registered manager had plans in hand to improve the regular newsletter and provide fuller feedback from the analysis of the questionnaires returned.