The Light House

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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed staff to be kind and caring and they treated people with empathy and compassion. People told us they liked the staff. One person told us, “Staff are great here, they help me do what I want,” and another said, “They are a great group of staff, all brilliant.” Staff were observed speaking to people politely, knocking on doors before entering and checking whether people were comfortable with any support offered.

One person told us, “They [staff] are very good and approachable and have good knowledge of everything, any problems you can talk to them, and they will sort it out for you.” Another person told us how they preferred certain members of staff, they had spoken to the registered manager and discussed this in their reviews.

One relative told us, “[Name of relative] is always treated with dignity and respect. When they are having a bad day, it’s not made into a massive thing, they leave [name of person] alone and check on them regularly. They always knock on his door and treat [name of person] well; they understand their condition.” Other comments from relatives included, “Staff know [name of person] very well; they are very friendly” and “They choose the right staff, they are special people.”

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People received personalised support designed around their routines, preferences and communication styles. Care plans reflected people’s histories, interests and goals, and staff used this information to tailor support.

Relatives described staff as knowing their family members “Very well” and understanding what helped them feel settled. People confirmed staff listened to them, respected their views, and supported them to maintain their own identities and interests, including volunteering, education and hobbies. One relative told us, “The Light House have made it so welcoming, they listen to [name of person], guide them, for [name of person] it’s about being known and accepted as you are.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us they were supported to make everyday decisions such as what to eat, when to go out and how to spend their day. They described having freedom in their routines, including independent travel, cooking and managing their personal spaces, with staff available when needed. People said they felt listened to and able to express their preferences, and staff ensured this was central to planning care and support.

One person told us, “When I first moved in, they asked me my interests, got some ideas I progressed choosing what I wanted to do. When I started volunteering, they first came with me for a few times then I went on my own.” One relative commented, “[Name of relative] calls it home; they have helped them build on their confidence. They are really caring people there; they keep [name of person] settled and on the right path for their recovery.”

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People told us staff were available when needed. We observed staff knew people well and the things which may cause them to become anxious. This enabled them to quickly respond to maintain people’s wellbeing. People confirmed staff acted on what they said and supported them to access health professionals in a timely way.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they received regular supervision, training and opportunities to develop their skills. Staff said the team worked well together and morale was good, with a sense of shared purpose and pride in supporting people. They explained wellbeing was discussed in supervision and that they could raise concerns transparently, feeling confident the registered manager would listen and act. Staff told us they were encouraged to access support if needed and felt appreciated for their contributions. These positive relationships contributed to consistent, compassionate care for people.