Caremark (Mansfield & Ashfield)

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 that people’s care and treatment were effective by carrying out thorough assessments of their health, care, wellbeing, and communication needs in partnership with them. This process was person-centred and designed to capture a clear understanding of each individual’s preferences, strengths, and desired outcomes.

People told us they were actively involved in the development of their care plans before support commenced. Initial assessments were completed by experienced staff who took the time to understand people’s needs in detail and ensure the service could provide appropriate support. One person shared, "A manager came out to see me and went through everything to make sure they could help me and did the care plan while they were here. Now someone comes to see me about every 2 months to see if all is OK." This demonstrated a proactive approach to both assessment and ongoing review.

Care plans were regularly reviewed to ensure they remained accurate, up to date, and reflective of people’s current needs and wishes. These reviews enabled staff to respond promptly to any changes in health or circumstances and adjust care accordingly. People’s communication needs were also considered throughout, ensuring information was shared in a way they could understand and engage with.

The provider planned and delivered people’s care and treatment in partnership with them, ensuring that what was important to them remained central to all aspects of care. People were actively involved in discussions about their support, enabling services to be tailored to their individual preferences, values, and desired outcomes.

Care was delivered in line with current legislation, recognised standards, and evidence-based good practice. The provider ensured that staff had access to up-to-date guidance and were supported through training to deliver safe, effective, and consistent care. This approach helped to ensure that people received support that reflected both best practice and their own personal needs.

Care plans were detailed and provided clear, condition-specific guidance for staff. For example, where people were living with health conditions such as epilepsy, care plans included clear instructions on how to recognise symptoms, respond to seizures, and provide appropriate support. This ensured that staff were equipped with the knowledge and confidence to respond effectively and safely to people’s needs.

Staff demonstrated an understanding of the importance of following care plans and applying evidence-based approaches in their day-to-day practice. This supported positive outcomes for people and reduced the risk of inappropriate or inconsistent care.

The provider worked effectively across teams and with external services to ensure people received coordinated, seamless care. There was a strong emphasis on collaboration and information sharing, helping to reduce duplication and ensuring people only needed to share their information once when moving between services or accessing additional support.

Clear and consistent communication processes were in place, enabling staff to work in partnership with healthcare professionals and other agencies involved in people’s care. This supported continuity, reduced the risk of information being lost, and ensured that care delivery remained aligned with people’s needs and preferences.

A professional who worked with Caremark (Mansfield Ashfield) said, “Staff work collaboratively with me, take on board my recommendations, and consistently demonstrate that they value my professional input. We maintain clear communication and regularly review moving and handling plans together to ensure they reflect individuals’ current needs.”

The provider utilised a ‘front of house’ care plan, which contained key information about individuals, including how they communicated, their specific care needs, and their personal wishes. This document was accessible and designed to be easily understood by visiting professionals, enabling them to quickly gain a comprehensive overview of the person’s needs without requiring them to repeat their history.

The provider supported people to manage their health and wellbeing in a way that maximised their independence, choice, and control. Care was delivered with a strong focus on promoting healthier lifestyles and enabling people to maintain their skills and abilities for as long as possible.

Staff demonstrated a good understanding of people’s individual health needs and worked collaboratively with them to encourage positive outcomes. This included supporting people with daily routines, nutrition, hydration, and where appropriate, encouraging gentle activity or engagement in tasks that promoted both physical and emotional wellbeing. Care was tailored to reflect people’s preferences, ensuring that support was both meaningful and person-centred.

People were supported to access healthcare services when needed, and staff remained attentive to changes in their health and wellbeing. For example, we saw 1 person had been supported to attend hospital appointments outside of their normal call visits. The provider ensured staff were available to support the person at the required time for their full appointment time which was over and above the length of their usual time allocation.

Where concerns were identified for people’s health, these were promptly escalated to relevant professionals to ensure timely intervention and continuity of care.

The provider routinely monitored people’s care and treatment to drive continuous improvement and ensure that outcomes were positive, consistent, and aligned with both clinical expectations and people’s own preferences. There was a clear focus on evaluating the quality of care provided and responding proactively where improvements were required.

People consistently told us they were satisfied with the support they received and that staff delivered care in line with their wishes and individual needs. This demonstrated that care was, in practice, person-centred and responsive. However, the provider had identified that daily records completed by staff did not always fully reflect the care delivered.

The registered manager had recognised this as an area for development and had taken appropriate and timely action to address the concern. Measures were put in place to support staff to improve the quality and accuracy of their record-keeping, including additional guidance, training, and oversight. Enhanced compliance checks were introduced, alongside increased communication with people receiving care, to ensure that their experiences continued to match the intended care plans.

The registered manager demonstrated a clear commitment to improvement, stating, "We need to support staff to understand the importance of these records and show best practice. We are supporting staff with this, and improvements have already been seen." This reflected a positive, learning-focused approach and an understanding of the importance of accurate documentation in maintaining safe and effective care.

The provider ensured that people’s rights in relation to consent were clearly understood, respected, and promoted throughout the delivery of care and treatment. People were supported to make their own decisions wherever possible and were provided with appropriate information in a way they could understand, enabling them to give informed consent.

Staff demonstrated a good understanding of the principles of consent and the importance of respecting people’s choices, individuality, and independence. Care was delivered in a person-centred manner, with staff routinely seeking consent before providing support and taking into account people’s preferences, wishes, and capacity to make decisions.

The provider had systems in place to guide staff on how to support people who may lack capacity, ensuring that care was delivered in line with relevant legislation and best practice. Where required, decisions were made in people’s best interests, with involvement from appropriate individuals such as family members or professionals.

People told us that staff respected their choices and involved them in decisions about their care. This approach ensured that individuals felt empowered, listened to, and in control of the support they received.