Infinity Services (UK) Limited's Scotts Road supported living service was rated Requires Improvement overall, with breaches of Regulations 12 and 17 due to poor cleanliness and physical safety hazards at one scheme, and failure of governance systems to action identified risks. Effective, Caring and Responsive domains were rated Good, reflecting strong person-centred care, skilled staff, and sound medicines management.
Concerns (3)
critical
Infection control
— “there were cobwebs on ceilings and thick dust on skirting boards and other surfaces. There were dried up food splashes above the cooker and tiles were not clean.”
criticalGovernance — “The provider's audits of the supported living schemes had identified infection control risks but no action had been taken to mitigate these.”
criticalOther — “there were two large wooden drawers discarded on the grass which contained pieces of sharp wood with nails sticking out...a pile of loose bricks which could have fallen and caused harm.”
Strengths
· Medicines management was safe; MAR charts signed correctly with no errors, regular thorough medicines audits in place.
· Staff were well-trained, supervised and appraised, with up-to-date mandatory and specialist training confirmed by training matrix.
· Risk assessments were detailed, regularly reviewed monthly, and person-centred including environmental and personal risks.
· People felt safe and were treated with dignity, compassion and respect; staff supported independence and cultural/religious needs.
· Care plans were clear, comprehensive and person-centred, covering all aspects of people's lives and regularly reviewed.
Infinity Services (UK) Limited at 79A Scotts Road received a Good rating across all five key questions at its first CQC inspection in November 2016. The service demonstrated strong person-centred care, safe medicines management, effective governance, and a well-trained, supportive staff team.
Strengths
· People consistently reported feeling safe, with strong trust in staff and management across both Scott's Road and Shrubbery Road locations.
· Robust medicines management with completed MAR charts, secure storage, PRN protocols, and medication information sheets for all prescribed medicines.
· Staff received comprehensive induction, mandatory and specialist training, regular supervision, and annual appraisals.
· Care plans were detailed, person-centred, and signed by people using the service, reflecting individual needs, preferences, and diversity.
· Proactive and experienced registered manager with strong governance, regular audits, and an open and transparent culture.
Scotts Road, operated by Infinity Services (UK) Limited, was rated Good across all five key questions at this April 2021 inspection of a supported living service for people with learning disabilities and/or mental health needs. The service had successfully remediated previous breaches of Regulations 12 and 17, demonstrating sustained improvements in risk assessment, infection control, medicines management, governance and person-centred care.
Strengths
· Service demonstrated Right Support, Right Care, Right Culture principles for people with learning disabilities and/or mental health needs
· Robust COVID-19 infection prevention and control systems, including risk assessments for each person and staff
· Medicines managed safely with regular competency assessments, accurate MAR charts and appropriate storage
· Comprehensive, person-centred care plans developed from detailed initial assessments with people's involvement
· Staff felt well supported, received regular supervision, training and one-to-one meetings with managers
Quality-Statement breakdown (24)
safe: Preventing and controlling infection; Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
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 diet
Good
effective: Staff working with other agencies; Supporting people to live healthier lives and access healthcareGood
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: Supporting people to develop and maintain relationships; support to follow interests and activitiesGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood