Lighthouse

There was a registered manager in post. 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.

The service worked extremely well in partnership with others to ensure that people received support that met their complex needs. People received good quality healthcare tailored to meet their own individual requirements.

The building was undergoing many improvements; it was safe and was adapted to meet the needs of people using the service. There was good outside space where people could enjoy the well-kept gardens. People had as much choice and control over their lives as possible. The service worked in line with other legislation such as the Mental Capacity Act 2005 (MCA) and had completed mental capacity assessments and Deprivation of Liberties (DoLS) where required to ensure people's rights and freedoms were respected and protected.

Staff were kind, caring and compassionate. They understood people's individual circumstances and ensured that people were supported in a way that respected their dignity, privacy and independence. People were actively involved in every aspect of their lives; they made daily decisions about their care and support. Staff supported people emotionally and promoted their sense of well-being and pride.

People received exceptional person-centred care that was extremely responsive to their complex changing needs. The care and support plans ensured that people were encouraged and supported to develop and maintain the skills to lead a full and happy life. People enjoyed many activities both inside and outside of the service. They had good community links, and annual holidays both in England and abroad. There was a good complaints process in place and people felt able to raise any concerns, which were dealt with quickly.

The deputy managers worked together under the supervision of the registered manager to ensure that people received a high-quality service. Staff shared their vision to provide people with person centred care that gave them control, choice and independence and enabled any barriers to this aim to be removed. The quality assurance system and processes were exceptionally effective. The service had recognised where

improvements were needed through their many audits, and had learnt from mistakes and taken the necessary steps to make continuous improvements. The registered manager, together with their two deputy managers ensured that all interested parties were kept fully involved and worked extremely well with other professionals to ensure that people received excellent person-centred care.

People were protected from the risk of harm and abuse. Staff were well trained and demonstrated an excellent knowledge of their responsibilities to protect people. There were policies and procedures in place and staff knew how to implement them. Risks were well managed, and people were supported to undertake every-day risks safely to enhance their lives and improve their independence. Staffing levels were extremely good and they enabled people to access the local community on a regular basis. The recruitment process was thorough and offered equal opportunities for staff.

Medicines management was very good. Staff had been trained, and knew people, and their medicine needs very well. The service had very good infection control policies, procedures and practices. The registered manager and the two deputy managers shared information with staff to ensure that lessons were learnt when things went wrong.

People received a thorough assessment prior to moving into the service and this informed their care and support plans. There was a good induction process and staff were well trained, supported and supervised. Where people required support with meals they were encouraged to learn cookery skills to enhance their independence.

Further information is available in the detailed findings below.

The five questions we ask about services and what we found