The Lighthouse

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

This means we looked for evidence that the service met people’s needs.

 At our last assessment we rated this key question Requires Improvement. At this assessment the rating has changed to Good. The service was no longer in breach of regulations.

This meant people’s needs were met through good organisation and delivery.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

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.

We reviewed 5 care records and saw staff recorded individual and personalised needs in care plans. Care plans included physical and mental health, social and emotional needs.

People using the service were involved in completing their risk assessment and agreeing their treatment goals. 

Staff gave examples of adjustments they had made to accommodate people with neurodivergent needs and people with dyslexia.

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.

Staff supported people to maintain contact with their families and carers. People had access to their mobile phones after the first 3 days of treatment to keep in touch with family and friends, and could receive visits after their first week.

People’s family members could access a weekly online support group where they received advice, guidance and emotional support. The service also facilitated a messaging platform to enable people to connect with and support each other.

The service offered an aftercare service for people who had completed treatment, with an 8-week programme offered each Sunday. People could attend for as long as they wished after the 8 weeks with no time limit on attendance. 

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

The service provided information to people about treatment and what was delivered, fees, accommodation details and restricted items before they were admitted to the service. 

Staff provided people with information on discharge about support available including support meetings and local drug and alcohol services.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. 

The service had received one complaint in the last 12 months which related to a staff member and was resolved informally. 

The service had received 15 written compliments in the last 12 months.

The service had a complaints policy in place and information was easily available for people on how to raise a complaint.

The service held weekly community meetings where people could raise any concerns or give feedback. 

While the service had not received any formal complaints in the last year, staff gave examples of changes made as a result of feedback from community meetings and feedback surveys. These included changes to food options and portion sizes.

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

The service had an admissions policy in place to set out its admission and exclusion criteria. All new referrals were reviewed by the medical and leadership teams to check that the service could safely meet their needs. 

When people did not meet the criteria for acceptance into the service, staff identified suitable alternative services and ensured they were signposted to the most appropriate support.

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.

The service had an equality and human rights policy, and a dignity and respect policy in place. Staff had all received up to date training in equality and diversity, and autism and learning disabilities. The counselling staff had received training on trauma therapy.

Staff were able to give examples of adjustments they had made to accommodate people with neurodivergent needs and people with dyslexia, such as providing extra support with written assignments and providing someone with a radio to help when they were overstimulated.

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

Staff started planning for discharge on admission and helped people create a discharge plan before they left treatment. Staff supported people with financial and debt advice and had good links with housing support agencies. Staff gave people a discharge summary when they left treatment which they could share with their G.P.

Staff referred people to their local drug and alcohol team for ongoing support after discharge. People from the local area could be referred to a local free 12-week recovery programme. 

The service offered a volunteering programme for people who had completed treatment and remained abstinent from substance use for 6 months to come back and do some volunteer work. Some people then went on to train as recovery workers.

The service had a policy in place for people who left treatment early including plans for medicines provision, making sure the person got home safely and follow up phone calls.