Caremark (Mansfield & Ashfield)

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.

At our last assessment we rated this key question good. At this assessment the rating has changed to 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 95 (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 consistently ensured that people were treated with kindness, empathy, and compassion, with a strong emphasis on promoting dignity and respect in all aspects of care. A positive, person-centred culture was evident throughout the service, where staff took the time to build meaningful relationships with people and understand what mattered most to them.

People and their relatives spoke very positively about the attitude and approach of staff. Feedback was overwhelmingly complimentary, with individuals describing staff as caring, approachable, and respectful. One person told us, "The carers are very nice, very friendly and kind, nothing is too much trouble." Another person said, "Staff are lovely, we have a chat and a laugh, so kind and so caring, I know that sounds silly when they are carers, but it is their attitude which is so nice." These comments reflected the genuine warmth and compassion staff demonstrated in their daily interactions.

Staff were always mindful of people’s privacy and dignity. They ensured care was delivered discreetly and respectfully, supporting people in a way that upheld their independence and personal preferences. This included seeking permission, explaining what they were doing, and adapting their approach to make people feel comfortable and valued.

Respect extended beyond interactions with people using the service. Staff also treated colleagues and professionals from other organisations with kindness and professionalism, supporting effective partnership working and a respectful culture across services.

The provider was exceptional in how they treated people as individuals, ensuring that care, support, and treatment were consistently tailored to reflect each person’s unique needs, preferences, and life experiences. A deeply embedded person-centred culture meant that people were not only listened to, but truly understood, with their individuality shaping every aspect of care delivery.

The provider demonstrated a strong commitment to recognising and valuing people’s strengths, abilities, aspirations, and diverse backgrounds, including their cultural needs and protected characteristics. Care was holistic and inclusive, enabling people to maintain their identity, independence, and sense of purpose while receiving support. Staff took time to build meaningful relationships, ensuring they fully understood what mattered most to each person.

Innovative and thoughtful approaches were evident in how the provider supported people to feel connected, valued, and included in their communities. For example, the registered manager had developed a monthly local coffee club, which people were supported to attend if they wished. These sessions provided meaningful opportunities for social engagement and activities, significantly reducing social isolation and promoting emotional wellbeing. This initiative demonstrated a proactive approach to supporting people beyond their immediate care needs.

The provider also showed exceptional consideration for people living alone, ensuring they were supported to celebrate important events and maintain a sense of joy and belonging. For example, staff organised and provided home-cooked Christmas dinners and supported people to decorate their homes during the festive period. These thoughtful actions went beyond expected standards of care and reflected a genuine commitment to enhancing people’s quality of life and emotional wellbeing.

Staff consistently went above and beyond to personalise care and create meaningful experiences, ensuring people felt valued, respected, and supported as individuals. Their approach demonstrated not only compassion, but a deep understanding of the importance of individuality in delivering high-quality care.

The provider was exceptional in promoting and sustaining people’s independence, choice, and control over their lives. A strong, embedded culture of person-centred care ensured that people were fully empowered to make decisions about their care, support, and daily experiences, with staff consistently respecting and acting on their wishes.

People were supported to maintain and develop their independence wherever possible, with staff recognising individual strengths, abilities, and aspirations. Care planning reflected a proactive and enabling approach, where risks were positively managed rather than avoided, allowing people to experience meaningful opportunities while remaining safe.

The provider demonstrated a highly personalised and creative approach to supporting people to make choices about how they spent their time and engaged in activities that mattered to them. For example, people were supported to take part in activities of personal significance, such as day trips. One person was recently enabled to attend a theme park, an experience that was important to them. The management team ensured a thorough and enabling approach by completing detailed risk assessments and researching the rides the person wished to access. This ensured that appropriate moving and handling support could be provided safely, while still promoting the person’s independence and right to choose.

Staff consistently encouraged people to express their preferences and supported them to retain control over their care and daily routines. They demonstrated a strong understanding of balancing safety with empowerment, ensuring that people were not restricted but instead enabled to live as independently as possible.

This approach resulted in people experiencing a high level of autonomy and confidence, knowing their choices were valued and respected. The provider’s commitment to independence, choice, and control was evident in all aspects of care delivery, enabling people to live fulfilling lives that reflected their individuality and personal goals.

The provider was exceptional in how they consistently listened to, understood, and acted upon people’s individual needs, views, and wishes. A strong person-centred culture was embedded throughout the service, ensuring that people were not only heard but that their preferences directly shaped the care they received. Staff demonstrated a compassionate, responsive approach, adapting support in real time to ensure people remained comfortable, reassured, and in control.

Staff were highly attentive and responsive to people’s immediate needs, taking prompt action to minimise any discomfort, concern, or distress. They demonstrated a detailed understanding of individuals and were able to anticipate needs as well as respond to them, ensuring care was both proactive and reactive. This resulted in people receiving support that was respectful and tailored to their changing circumstances.

The provider showed innovation and creativity in overcoming barriers to independence and communication. For example, staff recognised where people’s home environments impacted their mobility and independence and worked collaboratively with them to make practical adjustments and identify solutions. This approach empowered people to maintain greater control over their daily lives and achieve positive, meaningful outcomes.

Where people experienced difficulties with communication, staff developed personalised and effective methods to ensure their voices continued to be heard. This included the use of tools such as whiteboards and flashcards, enabling people to clearly express their immediate needs, preferences, and choices. These tailored approaches demonstrated a deep commitment to inclusion, dignity, and respect.

Staff consistently went above and beyond to ensure care was responsive and centred around what mattered most to each person. Their ability to adapt, innovate, and respond compassionately contributed to a service where people felt valued, understood, and supported to live as independently as possible.

The provider demonstrated an exceptionally strong commitment to supporting and promoting the wellbeing of their workforce, recognising that a healthy, supported, and motivated staff team was essential to delivering consistently high-quality, person-centred care. A positive and inclusive culture was embedded across the service, where staff felt valued, listened to, and empowered to perform at their best.

Innovative and meaningful initiatives had been introduced to actively support staff wellbeing. For example, the registered manager and provider developed ‘Wellness Wednesdays’, a dedicated initiative that ensured regular time was set aside to focus on the physical and mental health of staff. As part of this, NHS professionals were invited to the office premises to provide health check-ups, enabling staff to access important services they may otherwise struggle to attend due to working hours. This proactive approach had led to positive outcomes, with some staff members identifying health conditions early and receiving appropriate care and support. This demonstrated a genuine, preventative approach to staff wellbeing that went beyond standard expectations.

Communication and engagement with staff were also highly effective. The provider implemented a weekly ‘Friday Flash’ newsletter, which ensured staff were kept informed, connected, and up to date with key information, service developments, and available support. This initiative contributed to a sense of inclusion and transparency, helping staff to feel engaged and supported regardless of their working patterns.

Staff spoke positively about the support they received and described a culture where their wellbeing was prioritised. One staff member said, “I am so proud to work for Caremark (Mansfield Ashfield), I couldn’t ask for anything more.”