Mansfield Supported living

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. This is the first assessment for this newly registered service. This key question has been rated outstanding.

This meant people were protected by a strong and distinctive approach to safeguarding, including positive risk-taking to maximise their control over their lives. People were fully involved, and the provider was open and transparent when things went wrong.

This service scored 94 (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 demonstrated an exceptionally strong learning culture that was embedded throughout the service. Safety was prioritised through openness, transparency and professional curiosity, creating an environment where staff felt confident to raise concerns, reflect on practice and identify opportunities for improvement. A well-established no-blame culture enabled issues to be explored constructively, resulting in swift action being taken to address risks and improve outcomes for people.

Positive risk-taking was actively encouraged and supported through robust assessment, planning and ongoing review. This ensured people were empowered to make choices and maintain independence while risks were carefully managed. Staff and leaders demonstrated a commitment to balance safety with people's rights and aspirations, that resulted in improved quality of life and increased opportunities for people to achieve their goals.

Learning was continuous and proactive. When incidents, feedback or audits identified areas for development, actions were implemented promptly and their effectiveness reviewed. Lessons learned were embedded into practice and shared widely across the service to drive improvement and prevent recurrence. This collective approach to learning enabled the service to continually enhance the quality of care, support innovation and achieve positive outcomes for people.

The provider consistently worked in partnership with people, families, professionals and healthcare organisations to design, establish and maintain exceptionally safe systems of care. Safety was proactively managed and monitored through effective collaboration, robust oversight and a person-centred approach, which ensured people received seamless and coordinated support that met their changing needs.

There was a strong commitment to ensure continuity of care, particularly when people moved between services, attended appointments or experienced changes in their health and wellbeing. Staff worked closely with health and social care partners to plan and coordinate transitions, which ensured information was shared effectively and people experienced safe, timely and well-managed care. For example, one person was supported to access GP services despite their fear of medical procedures. Staff advocated for the person and shared their communication plan to enable other professionals to understand the persons needs and fear to ensure they received the support required.

People were empowered to access a wide range of specialist health services to improve outcomes and maintain their independence. For example, staff supported people to engage with specialist clinicians and treatment services tailored to their individual health needs. This included when staff facilitated access to specialist mobility assessments and equipment, which enabled people to move safely, increase their independence and enhance their quality of life. Others were supported to attend specialist treatment facilities and healthcare services, which ensured they received the care and interventions they needed without delay.

The provider demonstrated an unwavering focus to achieve positive outcomes through partnership working. Systems were regularly reviewed to identify opportunities for improvement and to ensure pathways remained effective, responsive and safe. As a result, people experienced well-coordinated care, smooth transitions between services and consistently positive outcomes that promoted their health, wellbeing and independence.

The provider demonstrated an exceptionally strong safeguarding culture, working collaboratively with people, relatives, advocates and partner agencies to fully understand what being safe meant to each person and the best way to achieve this. Staff were highly committed to improving people's lives while protecting their right to live safely, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. Safeguarding was embedded throughout the service and was viewed as everyone's responsibility.

Staff displayed a thorough understanding of their safeguarding responsibilities. Staff were confident and recognised, responded to and reported concerns. The provider consistently shared concerns promptly and appropriately with relevant agencies, which ensured people were protected from harm and risks were effectively managed. There was a proactive approach to safeguarding, with staff demonstrating professional curiosity and taking action at the earliest opportunity to prevent concerns from escalating.

People were empowered and supported to be active participants in safeguarding processes. For example, staff encouraged and advocated for people to raise their own safeguarding concerns wherever possible, which in turn promoted their confidence, independence and self-advocacy. This approach ensured people's voices were heard and respected, while it strengthened their understanding of their rights and personal safety.

We checked whether the service worked within the principles of the Mental Capacity Act 2005 (MCA) and how they managed Community Deprivation of Liberty Safeguards (DoLs) and Court of Protection (CoP) orders within the service. Staff and management demonstrated a comprehensive understanding of the MCA and consistently worked within its principles. Where restrictions on a person's liberty were necessary to keep them safe, appropriate legal authorisations had been applied for and were effectively monitored and reviewed. Records showed authorisations were appropriately overseen, and people's rights were upheld at all times.

People were not subject to unlawful or excessive restrictions. Instead, staff actively promoted choice, control and freedom, which ensured any restrictions were proportionate, necessary and in the person's best interests. Leaders maintained effective oversight of Community DoLs and CoP arrangements, and regularly reviewed these to ensure they remained appropriate and least restrictive.

The provider's person-centred approach to safeguarding enabled people to live meaningful lives while and remained safe. Staff consistently balanced protection from harm with the promotion of independence, choice and positive risk-taking. As a result, people experienced care in which their rights, dignity and wellbeing were championed, and where they felt safe, respected and empowered to exercise control over their lives.

The provider excelled at working in partnership with people to fully understand and manage risks through a holistic, person-centred approach. Staff recognised that effective risk management was not about limiting opportunities but how it enabled people to live fulfilling lives and achieve the outcomes that mattered most to them. Risks were carefully assessed, planned for and reviewed alongside people, which ensured support was safe, proportionate and focused on maximising independence, choice and control.

Staff consistently provided care and support that fully met people's needs which empowered them to pursue their interests, aspirations and goals. There was a strong culture of positive risk-taking, where people were encouraged to explore new opportunities and experiences in ways that promoted both safety and personal growth. Nothing was considered off limits; instead, staff worked creatively and collaboratively with people to identify solutions that enabled them to participate in activities that enriched their lives.

For example, people were supported to go on holidays, day trips and community outings that they may previously have thought were beyond their reach. Others were encouraged and supported to try new activities, develop hobbies and access opportunities that promoted inclusion, wellbeing and independence. Staff took time to understand what was important to each person and put the right support in place to help them achieve their ambitions safely.

The provider demonstrated an unwavering commitment to building people's skills, confidence and resilience. Through encouragement, tailored support and careful planning, people developed greater independence and self-belief. As a result, many achieved significant personal milestones that they had previously considered unattainable. These achievements not only enhanced people's quality of life but also increased their confidence to take greater control of their lives and make decisions about their future.

The provider demonstrated an exceptional commitment to creating and maintaining safe, personalised environments that promoted people's wellbeing, independence and quality of life. Potential risks within people's homes and care environments were proactively identified, assessed and effectively controlled, which ensured people remained safe while retaining maximum choice and control over their lives.

Staff took a highly individualised approach to environmental safety. Staff recognised that people's homes should not only be safe but also support their independence, comfort and personal preferences. Equipment, facilities and technology were carefully considered and adapted to meet people's specific needs, which ensured they supported the delivery of safe, effective and person-centred care. Regular reviews ensured adaptations and equipment remained suitable and continued to meet people's changing needs.

The provider worked collaboratively with people, families and relevant professionals to identify innovative solutions that enhanced both safety and independence. For example, one person was supported to make adaptations to their home and household appliances to enable them to manage daily activities safely and independently. These changes reduced risks and at the same time increased the person's confidence and ability to remain in control of their environment.

Staff also demonstrated exceptional skill as they supported people to overcome barriers that affected their safety and wellbeing. For example, one person was supported to gradually overcome their fear of open windows through patient reassurance, person-centred planning and positive encouragement. This enabled improvements to temperature control and air circulation within their home, creating a healthier and more comfortable living environment while it respected the person's wishes and pace of progress.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

Robust recruitment processes ensured only suitable staff were employed. Comprehensive pre-employment checks were completed, including employment history, references and Disclosure and Barring Service (DBS) checks, helping to protect people from the risk of receiving support from unsuitable individuals. Leaders promoted a values-based approach to recruitment, selecting staff whose skills, behaviours and values aligned with the provider's commitment to delivering high-quality care.

The provider was particularly skilled at matching staff with people who shared similar interests, personalities and hobbies. This thoughtful approach helped to build meaningful connections and strengthened the quality of support people received. People benefited from small, consistent teams of staff, which promoted continuity of care and enabled trusted, respectful relationships to develop over time. Staff understood people's communication styles, routines and preferences exceptionally well, that resulted in highly personalised care and positive experiences.

Staff were well supported to succeed in their roles through comprehensive induction, training, supervision and ongoing development opportunities. Training was tailored to the needs of people using the service, which ensured staff had the knowledge and skills required to provide safe and effective support. Leaders fostered a culture of continuous learning, encouraged reflective practice and professional development to enhance outcomes for people.

The provider effectively assessed and managed the risk of infection, taking appropriate action to prevent and control the spread of infection within people's homes and the wider service. Clear processes were in place to identify potential risks, ensure safe practices were followed and share any concerns promptly with relevant agencies when required. Staff understood their responsibilities and demonstrated good knowledge of infection prevention and control (IPC) procedures.

The provider successfully integrated IPC measures without compromising the homely and person-centred nature of people's living environments. Cleaning products and personal protective equipment (PPE) were stored discreetly and safely, while it remained readily accessible to staff when needed. This ensured effective infection control practices could be implemented without creating an institutional atmosphere. People lived in clean, well-maintained environments where hygiene standards were consistently upheld. Staff followed good infection control practices and completed relevant training to ensure they could support people safely. Leaders maintained oversight of IPC arrangements through regular monitoring and reviews, which enabled them to identify and address any areas for improvement promptly.

The provider demonstrated an exceptional approach to medicines optimisation, which ensured medicines and treatments were managed safely and consistently met people's individual needs, capacities and preferences. People were actively involved in decisions about their medicines and treatment plans, with staff taking time to explain options and support informed choices. Changes to medicines were communicated effectively and incorporated into care planning promptly, which ensured people continued to receive safe and personalised support.

Staff displayed a thorough understanding of medicines management and their responsibilities in relation to administering, recording and monitoring medicines. Comprehensive training and regular competency assessments ensured staff maintained the knowledge, skills and confidence required to support people safely. Leaders maintained robust oversight of medicines practices through audits, observations and reviews, promoting a culture of continuous learning and excellence.

Medicines Administration Records (MAR) were completed accurately and demonstrated people received their medicines as prescribed. Risks associated with medicines, including allergies, sensitivities and specific health conditions, were clearly identified and incorporated into support plans. This enabled staff to provide safe, consistent care and respond promptly to any changes in people's needs.

The provider focused not only on the safe administration of medicines but also on how people maximised people's independence and control over their treatment. For example, one person was supported to develop the skills, knowledge and confidence needed to manage and administer their own medicines safely. Through tailored support, risk assessments and ongoing encouragement, the person successfully achieved greater independence, which enabled them to participate in a group holiday with confidence and reduced reliance on staff support.

Staff regularly reviewed people's medicines alongside healthcare professionals to ensure treatment remained effective and appropriate. They took a person-centred approach, balanced safety with the promotion of independence, choice and positive outcomes. As a result, people experienced excellent medicines support that not only kept them safe but also enhanced their confidence, autonomy and quality of life.