Lang Riggs 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 provider met people’s needs.

At our last assessment we rated this key question outstanding. At this assessment the rating has remained outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 93 (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 at making 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.

Leaders and staff delivered exceptionally person-centred care, ensuring all aspects of support, treatment and care were shaped around the individual needs, preferences and aspirations of the young people being supported. Young people were actively involved in developing, reviewing and adapting their care plans, risk management strategies and recovery goals, ensuring they remained genuine partners in decisions affecting their lives.

Staff demonstrated an in-depth understanding of each young person's mental health needs, strengths and personal circumstances, enabling them to provide highly individualised support. Care planning was dynamic and responsive; staff worked closely alongside young people and multidisciplinary professionals to adapt support promptly when needs, risks or goals changed.

The provider used accessible, young-person-friendly care planning and risk assessment tools to promote understanding, participation and shared decision-making. Young people were encouraged to express their views and influence both their own care and wider service development through regular key-working sessions, reviews and young people's meetings.

Strong partnership working with education providers, therapists, relatives and mental health professionals ensured care remained coordinated, holistic and focused on outcomes which mattered to each young person. The service promoted recovery, independence, education, social inclusion and future aspirations, supporting young people to achieve positive and sustainable outcomes. For example, one young person had identified they wished to be more independent. Staff supported them to develop an independence plan with tangible, achievable goals with details of how staff would support them to move through the stages identified in the plan. The plan celebrated the young person’s progress and how much they enjoyed meeting their targets and reducing their need for support from staff.

The provider had created a culture where young people's voices were central to decision-making and where care was consistently tailored, flexible and empowering; this resulted in highly personalised support, significantly enhancing young people's wellbeing, recovery and opportunities for future independence.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider demonstrated an exceptional understanding of the complex mental health, emotional and developmental needs of the young people it supported. Care was highly personalised, flexible and designed around individual recovery goals, ensuring young people received support which reflected their changing needs, preferences and aspirations. This tailored approach resulted in the young people accessing education, building trusting, stable relationships with the staff supporting them and their peers, and improving their coping strategies to better manage their emotions.

A key strength was staff followed a highly effective multidisciplinary approach. Staff worked seamlessly with psychiatrists, psychologists, occupational therapists, education providers and social care professionals to ensure care was coordinated, consistent and focused on delivering positive outcomes. Young people experienced joined-up support, with professionals sharing information effectively and working together to reduce fragmentation and promote stability and continuity of care.

The provider made excellent use of the CPA, ensuring comprehensive assessment, coordinated care planning, regular reviews and clear recovery goals. Alongside this, the Recovery Star model was embedded into practice, helping young people identify strengths, measure progress and take an active role in their recovery journey. These approaches promoted independence, resilience and long-term wellbeing.

Transitions into, within and out of the service were exceptionally well planned, with comprehensive admission, transition and discharge arrangements supporting stability and positive outcomes. Therapeutic, educational, physical health and social care needs were integrated into a single, holistic package of support which adapted quickly when circumstances changed.

Young people benefited from seamless, recovery-focused care, coordinated across services, responsive to changing needs and centred on achieving meaningful outcomes. The provider's outstanding use of multidisciplinary working, combined with the CPA and Recovery Star frameworks, ensured continuity of care and consistently positive experiences for young people.

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

The provider ensured young people received accurate, up-to-date and accessible information about their care, treatment and support. Information provided reflected individual communication needs and preferences, helping young people understand their options and make informed decisions about their lives.

Young people were supported through regular key-working sessions, reviews and discussions about their care plans, risk management arrangements and therapeutic support. The use of young person-friendly care plans and risk assessments helped make information easier to understand and encouraged meaningful involvement in decision-making.

Staff worked effectively with relatives, advocates and external professionals to ensure relevant information was shared appropriately and consistently. Young people also had access to information about activities, routines and opportunities to influence the running of the home through regular young people's meetings.

Care plan information was personalised, current and well communicated, enabling young people to understand their care, exercise choice and remain actively involved in decisions about their support and future goals.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

The provider created a culture where young people were actively encouraged to share their views, ideas and concerns and were genuinely involved in decisions about their care, treatment and support. Multiple opportunities, including key-working sessions, reviews, young people's meetings and day-to-day conversations, enabled young people to express their opinions.

Staff consistently placed young people at the centre of decision-making. Young people were involved in developing and reviewing their care plans, risk management strategies and recovery goals, ensuring support reflected their preferences, wishes and aspirations. A young person told us, “This house, and the staff, have made me feel safe, cared about and acknowledged.”

Feedback was used meaningfully to improve care. Young people could identify changes made because of their suggestions, including activities, environmental improvements, household purchases and aspects of care delivery. Staff routinely explained what actions had been taken following feedback, demonstrating transparency and accountability.

The provider promoted an open approach to raising concerns and complaints, supporting young people to speak up and access advocacy where required. Managers used feedback and concerns to drive continuous improvement and ensure the service remained responsive to young people's needs.

Young people felt listened to, valued and empowered. Their views consistently influenced decisions about their care, resulting in meaningful involvement and exceptionally positive experiences.

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

Staff demonstrated a strong understanding of the barriers young people with complex mental health needs may face and worked proactively to remove these, ensuring equitable access to services and opportunities. The CPA ensured each young person received a comprehensive assessment, coordinated care planning and regular multidisciplinary reviews.

Highly effective multidisciplinary working enabled young people to benefit from timely and coordinated support from mental health professionals, therapists, education providers, social workers and healthcare services. Staff acted as strong advocates, helping young people access specialist interventions, reviews and assessments without unnecessary delay.

The provider took a holistic approach to accessing services, supporting young people not only with healthcare needs but also with education, therapeutic activities, advocacy, community engagement and opportunities to develop independence. Support was tailored to individual aspirations and adapted quickly when needs changed.

Robust admission, transition and discharge arrangements ensured continuity of care and reduced the risk of gaps in support. Partnership working with external agencies enabled young people to experience seamless care throughout their journey.

The provider consistently ensured young people received the right support at the right time through proactive care coordination, effective advocacy and outstanding partnership working, resulting in positive outcomes and improved opportunities for recovery and independence. The provider had embedded the Recovery Star model throughout their practice; by regularly reviewing progress across areas such as emotional wellbeing, relationships, education, self-care and independence, staff and professionals were able to identify emerging needs and connect young people with relevant services and opportunities. This strengths-based framework ensured support was tailored to individual goals and promoted equal access to therapeutic, educational and community resources, enhancing recovery and future independence.

The service was particularly effective at responding to changes in need. Where a young person's mental health deteriorated, risks increased, or additional support was required, staff acted promptly to coordinate specialist interventions and review care arrangements. Young people benefited from flexible levels of support which could be increased or adapted as circumstances changed, ensuring they continued to receive appropriate care and treatment during periods of instability.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

The provider demonstrated an exceptional commitment to identifying and addressing inequalities which could affect young people's experiences and outcomes. Staff and leaders took time to understand each young person's individual circumstances, including the impact of trauma, mental health needs, disrupted education, social disadvantage and previous experiences of care. This enabled them to provide highly personalised support, responding to each person's unique strengths, challenges and aspirations.

Through regular feedback, therapeutic work, multidisciplinary reviews and ongoing engagement with families and advocates, staff developed a detailed understanding of factors preventing young people from achieving positive outcomes; this information was used proactively to tailor care, treatment and support.

The Recovery Star model helped staff and young people identify areas where inequalities existed and measure progress towards recovery, independence, education and wellbeing goals. CPA reviews ensured multidisciplinary professionals worked together to coordinate support, identify emerging needs and secure timely interventions. Together, these approaches enabled the service to respond quickly and effectively to changing circumstances.

Young people experienced highly individualised care and achieved positive outcomes in areas such as emotional wellbeing, confidence, independence, education and social inclusion. The provider's proactive and innovative approach ensured inequalities were recognised, addressed and reduced, helping young people maximise their potential and improve their long-term life chances.

The provider’s’ MDT brought together a range of expertise, including psychiatry, psychology, occupational therapy, mental health nursing, education professionals, social workers and care staff, enabling the service to develop a comprehensive understanding of each young person's needs. MDT working improved outcomes by ensuring care was coordinated, consistent and centred around the young person's goals.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

The provider demonstrated an exceptional commitment to helping young people plan for important life changes and achieve positive long-term outcomes. Future planning was embedded throughout the care journey, with young people supported to identify and work towards goals relating to independence, education, employment, relationships, community involvement and emotional wellbeing.

A key strength of the service was its ability to maintain a focus on hope, recovery and future aspirations, even for young people experiencing significant mental health difficulties. Staff regularly supported individuals who experienced suicidal ideation, self-harming behaviours and behaviours which placed them at risk of serious injury or death. Through strong therapeutic relationships and trauma-informed practice, staff helped young people remain engaged with future planning and recovery-focused goals despite periods of acute distress.

The provider made effective use of the CPA and Recovery Star model to support planning for the future. CPA reviews brought together multidisciplinary professionals to coordinate care, review progress and identify future support needs, while the Recovery Star helped young people recognise achievements, build confidence and plan the next stages of their recovery journey.

Transition planning was particularly strong, with detailed arrangements in place to prepare young people for increasing independence and successful moves into adult life and community settings. Staff focused not only on practical skills but also on developing resilience, self-esteem and decision-making abilities.

Young people were exceptionally well supported to make informed decisions about their futures. The provider's aspirational, strengths-based approach ensured young people developed confidence, independence and hope, enabling them to work towards meaningful and sustainable life outcomes.