FAQ's

FAQ's

How do we deliver care?

What is the referral procedure?

Who do I contact if I want to make a referral?

Who pays for care?

What is the admission process?

Are there any restrictions on visitors?

How long do people stay?

What do I do if I need to complain?

 

How do we deliver care?

In each of our services our care teams endeavour to maintain a safe, therapeutic environment and individual person centred treatment programmes. We focus on positive change and what an individual CAN do and is capable of, as well as developing and working with the things that they can’t. The team at Lighthouse are persistent and will never give up on any individual, continuously seeking positive progress for any individual. This is promised and delivered by means of non-discriminatory practice.

Services users, families and carers, are actively involved in the care pathway and planning process. They are encouraged to input their views and wishes to exercise choice in decisions that affect their lives. We value positive risk taking opportunities within a context of robust risk assessment and management to ensure those we support and others are kept safe and vulnerabilities are not compromised.

Our individualised plans of care and support are based on the holistic assessment of each person and promote the principles of an ordinary life.

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What is the referral procedure?

Referrals can be made by telephone to our Key Relationships Manager who will take basic details and request relevant assessments, care plans and reports. They will then advise on appropriate services and liaise with these services to arrange an assessment in a timely manner.

Following the assessment a full, detailed and costed proposal of the package to be provided will be sent to the referrer/ case manager.

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Who do I contact if I want to make a referral?

To make a referral please call 0800 954 2497 or email info@lighthouse-healthcare.co.uk

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Who pays for care?

Care is paid for by the Funding Authority for example from a Clinical Commissioning Group (CCG). A contract is signed by the Funding Authority to confirm that they will cover the cost of care provided.

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What is the admission process?

Lighthouse believes that when a person is referred and admitted to us this should happen as a planned process of care and the patient should be supported and empowered throughout the process to ensure that an appropriate care package can be provided for the individual patient. The admissions process is as follows:

  • Referrals communicated to the Consultant Psychiatrist and the Registered Manager who will record the information on an enquiry form
  • Referrers invited to view relevant service and it’s statement of purpose, patients guide and CQC or HIW Reports which are made available in various formats
  • The multi-disciplinary team will then collect as much information as possible to aid in the assessment process of the prospective patient such as full psychiatric history, Risk Assessment and CPA documentation
  • A comprehensive needs assessment will then be carried out to include physical health assessment, mental state examination, assess risk of self-harm, social and family circumstances, and educational needs
  • A meeting will then be arranged with the multi-disciplinary team to ascertain if we can offer the prospective patient an appropriate care package based on the identification of the patients’ needs and strengths
  • If a placement cannot be offered written confirmation will be sent to the initial source of referral
  • If a placement is offered the prospective patient will be invited to visit the service with a family member, friend, advocate, or social worker for half a day and preferably overnight, so that they have an opportunity to meet staff and other patients, have a meal, view the bedrooms and to see if they would like to live there
  • Following this visit Lighthouse will then liaise with all relevant parties to arrange the admission

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Are there any restrictions on visitors?

We do not like to place restrictions on visiting as it is important for patients to see their family and friends, but we do encourage visits take place outside the times set aside for structured activities and identified treatment. All visitors will be expected to abide by the hospital rules i.e. Smoking in allocated areas, however any visits that are considered detrimental to any treatment programme of an individual will be reviewed.

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How long do people stay?

We obviously want people to recover as quickly as possible but understand that this takes time which is why at Lighthouse a proposed discharge pathway is identified at the very beginning of the placement to ensure that a realistic rehabilitation programme is formed designed to promote discharge in a safe and prompt manner.

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What do I do if I need to complain?

It is important to us, our patients and their families that we get it right, but we recognise that from time to time suggestions or concerns may occur. In all of our services we encourage open communication between patients; significant others, staff and management to ensure that any identified problems are acted upon and resolved quickly to the satisfaction of all concerned.

Any complaint is taken seriously and will be dealt with accordingly and with the upmost integrity. Initially a complaint should be discussed with the nurse in charge of the unit. If the complaint cannot be resolved and/or the complainant feels dissatisfied with the outcome of this action or feels that the issue is of a serious nature then the Registered Manager should be contacted either verbally or in writing.

Complaints received by the Registered Manager will be acknowledged within two working days. It will then be investigated and a response given within 20 working days. Where the investigation is still in progress, a letter explaining the reason for the delay is sent to the complainant and a full response made within five days of a conclusion being reached. Concerns or complaints can also be raised to the following people/regulating bodies at any time:

Julian Ball
Responsible Individual

C/o Lighthouse Healthcare
2nd Floor – Bezant House
Bradgate Park View
Chellaston, DE73 5UH
Tel: 01332-706769

Mental Health Act Commission
CQC HSCA Registrations

Edgley House
Riverside Buisness Park,
Tottle Road,
Nottingham,
NG2 1RT
Tel: 0115 943 7100

Healthcare Inspectorate for Wales
Bevan House
Caerphilly Business Park
Van Road
Caerphilly
CF83 3ED

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