We inspected the service on 7 September 2016. The inspection was unannounced. Mansfield Manor Care Home provides support and nursing care for up to 38 older people, some of who live with a dementia related illness. On the day of our inspection 34 people were using the service.

The service had a registered manager in place at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons.’ Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were supported by staff who knew how to recognise abuse and how to respond to concerns. Risks in relation to people’s daily life were assessed and planned for to protect them from harm.

People were supported by enough staff to ensure they received care and support when they needed it. Medicines were managed safely and people received their medicines as prescribed.

People were supported by staff who had the knowledge and skills to provide safe and appropriate care and support. People were supported to make decisions and staff knew how to act if people did not have the capacity to make decisions.

People were supported to maintain their nutrition and staff were monitoring and responding to people’s health conditions. People were supported to enjoy a social life and to have their spiritual needs met.

People lived in a service where staff listened to them and treated them with compassion and patience. People’s emotional needs were recognised and responded to and when people reached the end of their life staff went the extra mile to ensure their wishes were met.

People were involved in giving their views on how the service was run and there were systems in place to monitor and improve the quality of the service provided.

We used a number of different methods to help us understand the experiences of people using the service, because they had complex needs which meant they were not all able to tell us their experiences. We looked at records. We spoke with six people using the service and one visitor. We visited people in the main lounge and bedrooms. We spoke with the provider, manager and three staff. We observed how staff interacted and supported people using the service.

People using the service told us they were happy and felt safe at Mansfield Manor, comments included, “I am happy here, they do their best for you.” Also, “I cannot complain, the food is lovely and the staff are nice.”

A visiting relative told us, “I think it’s wonderful here, I have no concerns at all.”

We found that people using the service were supported to receive care and treatment safely. We found the provider had made improvements to the quality assurance and care planning systems since our last inspection.

We used a number of different methods to help us understand the experiences of people using the service, because they had complex needs which meant they were not all able to tell us their experiences. We looked at records. We spoke with four people using the service and two visitors. We visited people in the main lounge and bedrooms. We spoke with the provider, manager and three staff.

We found that people who used the service were satisfied with the care they received and as far as possible they had been involved in planning their care and treatment. We found that care and treatment was not planned or delivered in a way that ensured people’s health, safety and welfare and the quality of the care planning was not being assessed by the provider.

There was an active social calendar and people who used the service were supported to remain as independent as possible. Comments included, “I go out regularly with my family and visit the local church.”

Two visiting relatives told us that they felt confident in the services being provided at the home.

We inspected this service because we had concerns that we had not visited since 2008.

People who used the service felt that the staff were very caring and did their best to look after them well. One person said, “I feel safe here, they do the best they can for me. Some of the staff are very caring, I complained once and they acted on that straight away.”

A relative of a person who was unable to tell us about their experience told us, “I like it here, I would not leave my relative anywhere else. They keep everywhere clean, the food is excellent and the staff are good.”