Mansfield

People's experience of using this service: Incidents were acted upon and recorded, but the registered manager could improve the way in which incidents and low-level behaviours, were reviewed and how lessons were learnt. This included a more detailed analysis of behaviours such as themes and patterns to improve understanding and outcomes.

We have made a recommendation about the management of incidents.

Body maps were used to record any injuries a person sustained through accidents or incidents, but the monitoring of injuries was not recorded to confirm what action had taken place. This was discussed with the registered manager and established was a recording issue.

Staff had guidance on managing people's behaviours that was detailed, but information was repetitive in places meaning information was not easy to follow. People told us they felt safe living at Heathcotes (Mansfield) and staff had received safeguarding training and had policies and procedures to support their practice in keeping people safe.

People received the right level of support to meet their individual needs. Medicines were managed in accordance with national best practice guidance and people received reviews of their prescribed medicines. The prevention and control measures of infections were understood by staff and the service was found to be clean.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice.

People were involved in menu planning, food shopping and meal preparation as much as possible and healthy eating was encouraged. People's healthcare needs and wellbeing had been assessed and was monitored, referrals had been made to external healthcare professionals when required.

Staff received an induction on commencement of their employment and ongoing training, and opportunities to discuss their work and development needs.

Support plans had been developed with people and were regularly reviewed with the person and or their relative or representative. Information supported staff to understand what was important to people, including diverse and cultural or religious needs.

People had access to the provider's complaint procedure and they were encouraged through one to one meetings, to talk about any concerns or complaints. Discussions and plans had been had with people about end of life wishes.

Staff felt supported by the registered manager and partnerships had been developed with a range of health and social care professionals. Quality assurance processes were in place to help identify good practice and areas for improvement.

More information is in the full report