Caremark (Mansfield & Ashfield)

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 in ensuring that people remained at the very centre of their care and treatment, with every aspect of support shaped around their individual preferences, values, and desired outcomes. A strong, values-driven culture was embedded across the service, where people were consistently empowered to make informed choices and actively participate in decisions about their care.

Staff worked in genuine partnership with people, taking time to understand what mattered most to them and ensuring this was reflected in both care planning and daily practice. Where changes in people’s needs occurred, these were responded to proactively and collaboratively, with people fully involved in deciding how their care and support should be adapted. This ensured that care remained flexible, responsive, and truly personalised.

The provider demonstrated innovation and a clear commitment to excellence through the development of their “5 Steps to Excellent Care” framework. This approach was used to train and develop staff and to continuously measure and improve the quality of outcomes for people. The framework reinforced the importance of person-centred values in practice and supported staff to consistently deliver high-quality, compassionate care that reflected people’s needs and preferences.

Staff demonstrated a deep understanding of person-centred care principles and applied these consistently in their work. They promoted choice, respected individuality, and ensured people felt listened to, valued, and in control of their care. This approach resulted in positive experiences and outcomes, with people receiving care that was not only safe and effective, but truly aligned with their personal goals and wishes.

The provider demonstrated a good understanding of the diverse health and care needs of people and the wider community, ensuring that care provision was well-coordinated, flexible, and responsive. Systems were in place to promote continuity of care, enabling people to receive consistent support from staff who understood their individual needs and preferences.

Care was delivered in a joined-up way, with effective partnership working across different services and professionals involved in people’s care. Communication processes were clear and effective, ensuring that relevant information was shared promptly and accurately to support safe and consistent care delivery. This collaborative approach helped to ensure that care remained aligned with people’s evolving needs and supported positive outcomes.

Professionals spoke positively about the provider’s approach to partnership working. One professional told us, "Caremark 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." This demonstrated a strong, respectful working relationship and a shared commitment to delivering high-quality care.

The provider ensured that people and their relatives were supplied with appropriate, accurate, and up-to-date information in formats that met their individual needs. Information sharing was clear, accessible, and designed to promote transparency, involvement, and confidence in the service.

Innovative systems were in place to support effective communication. For example, people and their relatives had access to an electronic application which enabled them to view scheduled care visits and identify which staff members would be attending. This supported reassurance, consistency, and planning, particularly for those who valued knowing who would be providing their care in advance.

People told us they found this system helpful and easy to use. One person commented, "The app is really good so I can always see who's coming, but I know I can always speak to someone too." This demonstrated that alongside digital solutions, the provider maintained a strong emphasis on personal communication, ensuring people could always access support or clarification when needed.

The provider made it easy for people and their relatives to share feedback, express ideas, and raise concerns or complaints about their care, treatment, and support. There was an open and inclusive culture where people felt listened to and confident their views would be taken seriously and acted upon.

People told us they were regularly involved in decisions about their care and were kept informed about any changes. Feedback was actively sought through a range of methods, including care plan reviews and satisfaction questionnaires, ensuring people had multiple opportunities to share their experiences and influence the service they received. This demonstrated a consistent and proactive approach to engagement.

Everyone we spoke with confirmed they had been asked for their feedback and felt their opinions were valued. People and their relatives also told us they understood how to raise a complaint and were confident that any concerns would be managed appropriately and in a timely manner. One person said, "I know I could ring the office at any time if I had a problem or concerns and they would help me." This reflected a high level of trust and reassurance in the provider.

The provider ensured that people were able to access the care, support, and treatment they needed, when they needed it. There was a clear commitment to delivering timely and responsive care, with systems in place to ensure people’s needs were met without unnecessary delay.

Care provision was planned with flexibility, allowing the service to respond effectively to changes in people’s circumstances or levels of need. This helped to ensure that individuals received the right support at the right time, promoting safety, independence, and wellbeing.

Staff understood the importance of equitable access and worked proactively to remove any barriers that might prevent people from receiving care. This included maintaining effective communication with people and their relatives, enabling swift adjustments to care arrangements where required.

People told us they felt confident that the service would respond promptly if their needs changed or if additional support was required. This demonstrated that the provider delivered care in a way that was reliable, responsive, and accessible.

Staff and leaders demonstrated a proactive approach to identifying and addressing inequalities in people’s experiences and outcomes. They actively listened to information about individuals who may be at greater risk of experiencing poorer outcomes and adapted care, support, and treatment to meet their specific needs.

The provider recognised the importance of understanding each person’s circumstances, including factors that may impact their wellbeing, such as social isolation, health conditions, or access to services. Care was tailored to ensure these challenges were reduced wherever possible, enabling people to experience positive and consistent outcomes.

There was a strong focus on promoting inclusion and reducing social isolation. The provider supported people to remain connected with their communities and access meaningful opportunities for engagement. This included facilitating attendance at social activities and ensuring people could access essential healthcare services, such as medical appointments, through planned and responsive support.

The provider supported people to plan for important life changes, ensuring they had sufficient time, information, and support to make informed decisions about their future. This approach promoted choice, control, and reassurance for people, enabling them to feel confident that their wishes would be respected as their needs evolved.

At the time of assessment, no one using the service was receiving end-of-life care. However, the provider had taken a proactive approach to future planning by ensuring that care plans contained clear and detailed information about people’s preferences in the event of emergencies or significant changes in their health. This demonstrated forward-thinking practice and a commitment to respecting people’s wishes at all times.

For example, where appropriate, ReSPECT forms were in place and completed accurately, outlining individuals’ preferences for emergency care and treatment. This ensured that staff and other professionals were aware of, and could act in line with, people’s decisions should urgent situations arise.