The Light House

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 service met people’s needs.

At our last inspection 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 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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Staff understood people’s preferences and worked with them to shape their daily routines, activities and engagement in ways that reflected what mattered to them. People told us they felt listened to and able to make choices about how they spent their time. One person told us, “You get key working sessions and person-centred reviews are held every 6 months. Staff always ask you how you are doing today.” One relative told us, “They ask [name of person] what they want to do and make it possible. [Name of person] does cooking, walks, they have taken [name of person] to the Quantock Hills. Whatever you want to do they facilitate.”

People were involved in creating and reviewing their care plans. Care plans were updated when needs changed. We saw people directing aspects of their support, including shopping, accessing the community and planning future goals. Staff demonstrated good knowledge of people’s histories, triggers and communication styles, which helped them respond in ways that were individualised and sensitive.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People experienced coordinated care that considered their broader health, social and emotional needs. Staff worked with internal and external professionals to support people’s wellbeing, including mental health teams, GPs, occupational therapists and community organisations. This helped to ensure people received consistent and integrated support.

Care plans were up to date, with information about people’s ongoing goals and the professional input required to meet them. Staff shared information appropriately during handovers, which promoted continuity. People told us they received the right level of support to attend appointments, manage their health needs and maintain routines.

Where changes were needed, staff acted promptly and worked with professionals to review risks and adapt support. This helped ensure people’s needs were understood and responded to in a timely and coordinated way.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service provided people with accessible information that supported them to understand their care, make choices and communicate their views. Care plans included personalised communication guidance, and staff adapted how they shared information based on people’s needs. This included using written formats, easy-read materials, and giving people additional time to process information. One person had a specific communication preference which was not fully recorded in their care plan, the registered manager amended this during the assessment.

Staff also encouraged people to participate in reviews and decision-making by offering information in their chosen format.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People told us staff listened to them and involved them in all decisions about their care. Staff sought people’s views daily and during keyworker sessions, and people’s feedback was incorporated into plans, activities and service improvements. People said they felt confident raising concerns or ideas with staff or the registered manager.

The service held regular meetings with people to gather their views, and staff responded constructively to the issues people raised. One person told us, “Today we have a meeting at 2pm, a meeting sheet handed out to everyone, and we make a list of what want to talk about. It’s our chance to say what we want we are definitely listened to.” Another person commented, “I am the spokesperson for the home. I attend the meetings, I was involved in the staff meetings, I can speak about activities, whatever is on our mind. Everyone has a say.” One person was involved in interviewing staff; they asked questions to potential new candidates throughout the interview process.

One relative told us, “Communication is very good and I am able to communicate back, it’s a two-way thing”. Another relative told us, “If my son feels upset people talk to him, they know what works. They take what he says onboard.” A third commented, “I’m definitely involved and they do listen to me I have filled out a questionnaire, and they hold a review every 6 months.”

We observed staff engaging with people in ways that encouraged discussion, participation and confidence.

Staff recognised and took action where some people required additional reassurance or individual approaches to communication, showing staff understood and respected different ways of expressing views.

The service made sure that people could access the care, support and treatment they needed when they needed it.

People had equitable access to the building, facilities and community opportunities. Internal and external areas were accessible to people with different levels of mobility, and staff supported individuals to participate in activities, attend appointments and engage with local services.

People told us they were supported to access places important to them, such as shops, cafés, voluntary roles and family visits.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People experienced fair and non-discriminatory treatment from staff, who had completed training in equality, diversity and human rights. This helped staff recognise the barriers and biases people may face and supported them to respond in ways that promoted fairness and inclusion.

Feedback from people showed that most felt staff treated them equally, respected their individuality and supported them to achieve positive outcomes. Evidence showed people were encouraged to develop independence, pursue education or volunteering, rebuild confidence, and strengthen relationships.

Staff recognised when people were at risk of poorer outcomes due to their health, trauma history or communication needs, and adapted their support to address these. This helped people experience a more equal sense of belonging, value and progress within the service.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People were supported to plan for their future goals, including developing independence skills, considering more independent living, pursuing education or work-related activities, and setting personal aims. Staff worked with people during reviews and regular sessions to explore aspirations and identify steps toward achieving them.

We saw examples of people progressing in education, exploring future housing options, reconnecting with family or developing new routines that supported wellbeing. Staff understood people’s long-term goals and helped them make practical progress, such as supporting planned transitions, reducing medication where appropriate, or building confidence through community activities. One person told us, “"Staff have helped me get a passport and I want to move on from here, staff are helping me with this"

The service recognised that people’s goals could change over time, and staff reviewed plans regularly with people. This ensured future planning was realistic, person-led and adapted to each person’s circumstances. Care plans included information on people’s end of life wishes.