Mansfield Supported living

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 outstanding.

This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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 which ensured people remained at the centre of all decisions about their care, support and treatment. Staff worked in genuine partnership with people, taking the time to understand their views, preferences, aspirations and changing needs. Care was highly individualised and focused on what mattered most to each person, which ensured they were supported to live the life they chose.

Staff demonstrated an exceptional understanding of autism and how this could affect people's experiences, wellbeing and ability to engage with the world around them. They recognised that many autistic people relied on routines, familiar environments and predictable timing to reduce anxiety, support sensory regulation and create a sense of safety and control. Staff understood that unexpected changes could cause significant emotional and cognitive stress and therefore planned support carefully to promote consistency and stability.

However, staff did not allow routines to become restrictive. Instead, they skilfully balanced and maintained familiar structures which gently supported people to broaden their experiences and achieve their personal goals. The registered manager and staff team understood the importance of introducing change at a pace determined by the individual. They used trusted relationships, reassurance and personalised strategies to help people develop confidence and resilience. This approach enabled people to safely explore new opportunities while remaining in control of decisions affecting their lives.

There were numerous examples of people who had achieved outcomes that had once been considered unlikely. One person, who had historically been assessed as non-verbal, had developed meaningful verbal communication through the consistent, personalised and responsive support provided by staff. Staff recognised the person's potential, adapted their approaches to meet their communication needs and patiently nurtured their confidence over time. This had a profound impact on the person's ability to express their wishes, engage with others and participate more fully in decisions about their life.

Another person who had previously led a highly reclusive lifestyle now accessed the community on a daily basis. Through carefully planned support, gradual goal setting and encouragement from staff who understood their anxieties and preferences, the person had developed the confidence to engage in activities outside their home and become an active participant in their local community. This significantly improved their independence, social opportunities and overall quality of life.

Staff consistently reviewed support alongside people and responded proactively when needs changed. They focused on people's strengths and capabilities rather than limitations and demonstrated an unwavering belief in people's ability to grow, develop and achieve meaningful outcomes. As a result, people experienced care that was exceptionally personalised, empowering and aspirational. The provider's ability to support people to achieve life-changing outcomes and respected their individuality, preferences and control over decisions represented outstanding person-centred care.

The provider had an exceptional understanding of the diverse health, care and wellbeing needs of people using the service, which ensured support was highly personalised, joined-up and responsive to changing circumstances. Leaders and staff worked tirelessly to ensure people experienced continuity of care and were able to access the services, resources and opportunities they needed to achieve positive outcomes and live fulfilling lives.

A particular strength of the service was the way staff consistently advocated on behalf of people to ensure they were not disadvantaged by barriers to access support, funding or community opportunities. Leaders and staff demonstrated a determination to secure the best possible outcomes for people and actively challenged obstacles that could limit individuals' independence, wellbeing or quality of life.

Staff worked proactively and collaboratively with external professionals, funding bodies and healthcare services to coordinate support around people's needs and aspirations. Where additional support was identified as necessary, staff advocated strongly to secure appropriate resources. The service worked with commissioners and other agencies to obtain funding for day centre placements, community activities and increased one-to-one staffing hours, which enabled people to pursue goals that were important to them and participate more fully in their local communities.

There was clear evidence of effective partnership working across the service. Staff maintained positive and productive relationships with health and social care professionals and ensured information was shared appropriately to promote continuity and consistency of support. This collaborative approach helped ensure people received coordinated care that reflected both their immediate needs and longer-term ambitions.

Professionals spoke positively about the service and the impact staff had on people's lives. One professional told us, "Staff aim to promote independence and support individuals to engage with their local community where possible. I have also observed that multidisciplinary working is encouraged." Feedback such as this demonstrated the provider's commitment to work collaboratively to achieve the best outcomes for people.

The provider's unwavering focus on advocacy, partnership working and securing opportunities meant people benefited from flexible, integrated and person-centred support that adapted to their changing needs. As a result, people were enabled to lead more independent lives, access meaningful opportunities and achieve goals that may otherwise have been out of reach. This represented exceptional practice and demonstrated an outstanding commitment to care provision, integration and continuity.

The provider was committed to which ensured people received appropriate, accurate and up-to-date information in formats that met their individual needs. Staff understood that effective communication was essential to people who made informed decisions, exercise choice and remain actively involved in their care and support.

Information was tailored to people's preferred communication methods and presented in ways that were meaningful and accessible to them. Staff took time to understand how each person communicated and adapted their approach accordingly, which ensured people could understand information, express their views and participate fully in decisions affecting their lives.

The provider invested in training which developed staff skills to meet people's communication needs. For example, staff had received training in British Sign Language (BSL) and Makaton, which enabled them to communicate more effectively with people who used alternative forms of communication. This helped to reduce barriers, promote inclusion and ensure people could access information in ways that supported their understanding and independence.

Staff demonstrated confidence in using a range of communication techniques and tools to support engagement. As a result, people were able to receive information in formats that suited their individual needs, helping them to make informed choices, build confidence and maintain control over their care and support.

The provider was exceptional at creating a culture where people were actively listened to, valued and meaningfully involved in decisions about their care, support and the development of the service. People were empowered to share their views, provide feedback, raise concerns and influence decisions that affected their lives. Staff consistently sought people's opinions and ensured they understood how their feedback had been used to bring about positive change.

People were fully involved in decisions related to their care and support. Staff took time to communicate in ways that met people's individual needs, and helped them express their preferences, make informed choices and remain in control of decisions that mattered to them. Where changes were made, staff ensured people were informed and understood the outcomes of their involvement. This helped people feel respected, valued and confident that their voices were making a difference.

The provider had developed innovative ways to involve people in key aspects of the organisation. For example, people were actively involved in the recruitment of new staff. They were supported to develop interview skills and identify the questions that were important to them, which enabled them to play a meaningful role to select the people who would support them. This demonstrated the provider's commitment to ensure people had a direct influence over who delivered their care.

People were also given opportunities to contribute to the provider's staff recognition programme. Individuals formed part of award panels and helped judge nominations, which enabled them to recognise staff whose actions had made a positive difference to their lives. This approach ensured people's perspectives were central to recognising excellence and reinforced the importance of person-centred care across the service.

Complaints and concerns were welcomed as opportunities to learn and improve. People and those important to them were encouraged to raise issues and were supported throughout the process. Concerns were taken seriously, acted upon promptly and used to drive improvements where needed. Everyone we spoke with told us they felt listened to and supported by staff and were confident their views mattered.

The provider ensured people could access the care, support and treatment they needed when they needed it. People were supported to access education, day services, community facilities and healthcare appointments in ways that felt safe, predictable and tailored to them. Staff carefully planned support around individuals' communication needs, anxieties, sensory preferences and routines, helping to reduce apprehension and increase confidence when attending appointments or participating in activities.

Support was highly personalised and designed to remove barriers that might otherwise prevent people from accessing opportunities available to others. Staff worked closely with people to prepare for appointments and activities, provide reassurance, visual aids, social stories or additional support where required. This enabled people to engage more fully with services and make informed decisions about their health, wellbeing and future opportunities.

Staff and leaders actively sought to understand the factors that could affect people's experiences and outcomes and adapted care, support and treatment to ensure these needs were met. There was a strong commitment across the service to promoting equality and which ensured every person had the opportunity to develop, participate and achieve meaningful outcomes, regardless of their individual circumstances or level of need.

Staff demonstrated a detailed understanding of the unique challenges people faced, which included communication difficulties, sensory needs, the impact of past trauma and reduced confidence to express choices or making decisions. They used this understanding to tailor support, remove barriers and create opportunities that enabled people to achieve the best possible outcomes.

Where challenges or barriers were identified, staff worked collaboratively to find effective solutions. This included where staff had introduced personalised communication tools, adapted environments, implemented sensory strategies and provided additional support where required. As a result, people were able to access the same opportunities as their peers and make progress in areas that were important to them.

The provider was exceptional at supporting people to plan for significant life changes and future decisions in a way that was highly personalised, compassionate and empowering. Staff recognised that discussions about the future, including end-of-life wishes, could be sensitive and emotional. As a result, these conversations were approached at the person's pace, over an extended period of time, which enabled people to reflect on their wishes and make informed choices without feeling rushed or overwhelmed.

Staff demonstrated a strong commitment to ensure people were fully involved in decisions about their future. They used creative and accessible approaches to help people understand complex topics and express their views in ways that were meaningful to them. For example, one person was supported to explore what was important to them at the end of their life and used pictures and visual prompts. This enabled the person to communicate their preferences, values and wishes in a way that reflected their communication needs and ensured their voice remained central throughout the planning process.

Through patient and sensitive support, the person developed a detailed plan which clearly documented their decisions and the legacy they wished to leave behind. This included their wish for a memorial bench where others could sit, reflect and remember them. Staff recognised the importance of these conversations and ensured the person's aspirations, beliefs and preferences were captured in a way that respected their individuality and promoted their autonomy.

Planning was not treated as a one-off exercise. Staff regularly revisited discussions to ensure plans continued to reflect people's wishes and changing circumstances. People were given the time, information and support needed to consider their options, ask questions and make decisions that were right for them.

This thoughtful and inclusive approach ensured people remained in control of important decisions about their future. The provider's commitment to supporting people through complex life planning with sensitivity, creativity and respect resulted in exceptionally person-centred outcomes and demonstrated outstanding practice.