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Date of assessment: 8 to 19 January 2026. Infinity Care Services Limited is a care agency providing personal care and support to people living in their own homes. The service is registered to provide supported living and homecare. At the time of our assessment, 93 people were receiving personal care and support in their own homes and there were no supported living schemes. The agency is registered to provide support to adults and children, including people with a learning disability. Most people receiving support with personal care were older adults. The last rating for this service was good (published 17 July 2018). Following this assessment, the rating has changed to requires improvement. The assessment was conducted because of the length of time since our last rating and to follow up concerns identified by the local authority. These concerns included the quality of records, systems for auditing and managing the service, staff timekeeping, staff knowledge and skills and concerns raised by some people using the service or their relatives. We identified breaches of legal regulations relating to staffing and good governance. Staff needed to undertake essential training to help them understand about people’s needs including people with a learning disability, dementia and some health conditions. Some practices and systems needed further improvements. The arrangements for planning and carrying out care visits on time were not always robust enough. Some people did not experience care at the time they needed or expected. We discussed these areas of concern with the provider, and they gave us assurances about the work they were undertaking to make improvements, including organising training. The provider had sourced the support of a consultant who had introduced new systems. The provider was in the process of updating all care plans, risk assessments and staff training. Whilst this work was taking place they had met with everyone using the service to ensure risks were being managed and people were safe. Some care plans and risk assessments needed to be updated and improved to better reflect people’s individual needs. Additionally, some of the audits had not been embedded or were not robust enough. The provider was in the process of addressing these issues and had a clear plan to show how and when the improvements would be made. People were safely cared for, and staff had responded appropriately when things went wrong. People received their medicines safely and as prescribed. People were involved in care assessments and felt their needs were being met. Staff and managers knew people well and understood where improvements to the service were needed. Staff enjoyed their work and felt well supported. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. At the time of the assessment, the service was supporting a small number of people with a learning disability. The provider had regard to ‘Right support, right care, right culture’
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