Mansfield Supported living

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at ensuring people were consistently treated with kindness, compassion and dignity. Staff demonstrated a genuine commitment to understand people as individuals and took the time to build trusting, meaningful relationships. Feedback from people and their representatives was overwhelmingly positive about the caring and respectful approach of staff.

Staff had a strong understanding of how previous trauma could affect people's emotions, behaviours and communication. They used this knowledge effectively to adapt their approach to meet people's individual needs, which ensured support was delivered in a sensitive, person-centred way. Staff recognised signs of distress and responded with empathy, patience and reassurance, helping people feel safe, valued and understood.

People spoke highly of the care and support they received. One person told us, "I have nominated [Staff Name] for an award as they are so good." This reflected the high regard in which staff were held and the positive impact they had on people's lives.

Staff consistently protected and promoted people's privacy and dignity. They understood what was important to people and supported them in ways that respected their preferences, choices and independence. Interactions were warm, caring and respectful, and people appeared comfortable and relaxed in the presence of staff.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care delivery was focused on people's goals and long-term aspirations rather than solely meeting their immediate needs. Staff worked alongside people to identify meaningful outcomes and developed support plans that promoted independence, confidence and personal growth. Activities were thoughtfully planned and tailored to support people's individual aims, which helped them develop skills, pursue interests and make progress towards goals that mattered to them.

Staff demonstrated a detailed understanding of each person's life history, preferences and experiences. They adapted support to reflect people's communication needs, cultural values and personal circumstances, which ensured people felt respected, valued and understood. People were encouraged to make choices about their daily lives and were supported to maintain control over decisions affecting them.

The provider was exceptional at promoting people’s independence and which ensured they had genuine choice and control over their care, treatment and wellbeing. People were empowered to make decisions about their lives and were supported to develop the skills, confidence and knowledge needed to achieve greater independence and exercise their rights.

Staff consistently focused on people's strengths and potential, worked alongside them to identify opportunities for growth and development. Support was highly personalised and designed to help people gain practical skills that would enhance their independence both now and in the future. For example, people were supported to learn and develop essential life skills, including household tasks such as cleaning, laundry and food preparation. Staff adapted their support to individual learning styles and provided encouragement that enabled people to make meaningful progress towards their goals.

The provider demonstrated an exceptional commitment to helping people achieve outcomes that had a lasting impact on their lives. Staff supported people to improve their literacy skills through innovative and tailored approaches. Staff facilitated guided reading sessions and developed personalised writing workbooks based on individuals' abilities, interests and aspirations. These resources enabled people to learn at their own pace and work towards goals that were important to them.

Staff spoke passionately and proudly about people's achievements, that demonstrated a culture that celebrated progress, however small it might appear. One staff member described how a person who previously lacked confidence in their literacy skills had developed the ability to write their own name independently. Staff recognised the significance of such achievements and understood the positive impact this had on people's self-esteem, confidence and sense of control over their lives.

The provider consistently listened to and understood people’s needs, views and wishes, which ensured support was responsive, personalised and delivered at the right time. Staff knew people well and were able to recognise subtle changes in their mood, presentation or behaviour. This enabled them to respond promptly to people's needs in the moment and take appropriate action to minimise any discomfort, concern or distress.

Staff adopted a proactive and person-centred approach to support people during periods of heightened emotion. Detailed de-escalation plans were in place and provided clear guidance on how individuals preferred to be supported when they experienced stress, anxiety or distress. These plans included both written and visual distress cycles, which mapped a person's journey through different stages of heightened emotions and identified the support strategies most effective at each stage. For example, this was exceptionally well managed for people with hearing impairments who could not respond to verbal reassurance.

The use of visual and personalised tools meant staff quickly recognised early warning signs and responded in ways that were meaningful to the individual. Staff demonstrated a thorough understanding of these plans and used them effectively to provide reassurance, reduce anxiety and prevent situations from escalating. As a result, people received timely and consistent support that reflected their preferences and communication needs.

People benefited from support that was compassionate, responsive and tailored to their individual experiences. The provider's focus on understanding people's needs and responding quickly and effectively helped people feel safe, listened to and well supported, particularly during times when they were most vulnerable. This person-centred approach ensured people's wellbeing was promoted and that distress was minimised wherever possible.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff consistently described managers as approachable, caring and responsive to their needs. They told us they felt comfortable seeking support for both work-related and personal matters and were confident they would be listened to. One staff member said, "I can talk to any of the managers about work or personal issues and they always have time for me." This demonstrated the trusted relationships that had been developed between staff and leaders throughout the organisation.

The provider showed flexibility and understanding as they supported staff to balance their work and personal responsibilities. Staff told us managers were considerate of their individual circumstances and worked with them to find solutions when challenges arose. One staff member said, "I cannot fault the support, they accommodate appointments when needed or if childcare is an issue." This approach helped staff feel supported and enabled them to remain focused to deliver effective care and support to people.

There was a strong culture of appreciation and recognition across the service. Staff spoke positively about the provider's award and recognition programme, which celebrated achievements and encouraged colleagues to acknowledge one another's contributions. Staff told us this made them feel valued and recognised for the work they did. One staff member said, "It's great to be able to nominate and reward a colleague, the only problem is deciding who as everyone gives 100%."