Home Instead Mansfield Also known as Syson Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated good.This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider ensured people were at the centre of their care and support and worked in partnership with them to respond to changes in their needs and preferences. Care plans contained detailed, person-centred information that guided staff on how people wished to be supported, both with their day-to-day care and in achieving longer-term goals, such as maintaining their independence for as long as possible.

Staff knew people well and were able to recognise subtle changes in their wellbeing, which enabled them to respond promptly and seek appropriate support when needed. One relative described the person-centred approach taken by the service, saying, “The service is absolutely brilliant, and I would 100% recommend them. The small team know [relative] so well, they can spot something straight away that may not be right. They will report it to the office, phone me and contact the district nurse themselves. I cannot fault them in any way and would recommend them.”

This approach ensured care remained responsive to people's changing needs, reflected their individual wishes and goals, and supported positive outcomes.

The provider understood the diverse health and care needs of people and ensured care was joined-up, flexible, and promoted choice and continuity. Staff demonstrated a good understanding of people's individual needs and knew when to escalate concerns, seek advice from healthcare professionals, and involve other services to support positive outcomes. They communicated effectively with relatives and relevant professionals to ensure important information was shared and care remained coordinated.

Continuity of care was maintained through consistent communication between staff, people, relatives, and healthcare professionals, alongside detailed care records that reflected people's current needs and preferences. Staff shared updates promptly and worked collaboratively to ensure changes in people's health or circumstances were recognised and responded to without delay. This coordinated approach helped ensure people received timely, appropriate support, experienced seamless care, and were able to make informed choices about the support they received.

The provider supplied appropriate, accurate, and up-to-date information in formats tailored to meet individual needs. The registered manager demonstrated a good understanding of the Accessible Information Standard (AIS) and how information should be adapted to support people's communication needs. Although no one using the service currently required information in an alternative format, the provider had systems in place to produce documents in large print, translate information into a range of languages, and utilise applications that could read documents aloud. This ensured the service was prepared to provide accessible information and support people to understand and engage with information in a way that met their needs.

The provider made it easy for people to share feedback, raise concerns, and be involved in decisions about their care and support. The registered manager maintained regular contact with people and their relatives through home visits and telephone calls, providing opportunities to discuss their experiences and give feedback about both their care and the service as a whole. One relative told us, “They are always open and honest, keeping me in contact whenever they need to speak to me. They liaise with me with updates and if there are any concerns. The office and management keep in touch via phone calls and emails when necessary.”

People and staff were also offered the opportunity to provide anonymous feedback through annual questionnaires. People we spoke with told us they knew how to make a complaint and felt able to raise concerns if needed. This approach helped ensure people’s views were listened to, acted upon, and used to drive improvements within the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

There was a clear recognition that a one-size-fits-all approach would not meet people's diverse needs. The provider worked flexibly and creatively to ensure care arrangements reflected what mattered most to people. For example, staff rotas and visit times could be adjusted where appropriate to support people to attend healthcare appointments, social events, community activities and other important commitments. This flexible approach ensured people were not disadvantaged by rigid care schedules and were able to maintain independence, wellbeing and involvement in their local communities.

The provider demonstrated a strong commitment to ensuring people experienced equitable outcomes and received support tailored to their individual circumstances, preferences, and needs. Staff and leaders actively listened to people, their relatives, and professionals to identify factors that could place people at greater risk of inequality and adapted care and support to reduce barriers and improve outcomes. Staff consistently promoted equality through personalised care, advocating for specialist input, such as speech and language therapy, when changes in people's swallowing abilities were identified. As a result, people received responsive support that met their individual needs, enabling them to maintain important relationships, access opportunities, and achieve outcomes that were meaningful to them.

The provider recognised the importance of planning for the future and understanding people's wishes and preferences. At the time of our assessment, people told us they were supported by family members to make decisions about future care arrangements and did not require, or wish for, the provider to be directly involved in these discussions. Relatives were actively involved in supporting people with important decisions and advocating for their wishes when required.

Staff were able to identify the people who were important in each person's life and knew who should be contacted in the event of an emergency or significant change in circumstances. This helped ensure people's wishes could be respected and that those closest to them would be involved in decisions affecting their care and wellbeing when needed.