Infinite Healthcare Services Head Office, a small domiciliary care agency in Chelmsford, achieved a Good rating across all five key questions at its first inspection in July 2023. The service demonstrated safe, person-centred care with strong leadership, effective staff training, robust governance systems, and positive feedback from family members and staff.
Strengths
· People were protected from risk of abuse with safeguarding policies and trained staff; no missed calls reported and rotas well organised.
· Staff received thorough induction, regular training including Care Certificate, and were encouraged to pursue career progression such as Level 4 diploma.
· Care plans were person-centred, recording protected characteristics, communication needs, preferences and wishes including preferred name and staff gender.
· Quality assurance systems included audits, spot checks, care plan reviews, medicines management and supervision, with duty of candour understood by the registered manager.
· The service worked effectively in partnership with other professionals, with evidence of joined-up care such as OT-led hoist training for staff.
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood
well-led: Continuous learning and improving care; Working in partnership with othersGood