Lisa's positive outcomes at Mountain View
Read how Lisa has developed stability, confidence and independence through consistent, person-centred support.
Lisa, a resident at Mountain View, has made significant progress following a period of instability and distress, supported by a consistent and dedicated care team. Since her admission, she has developed greater confidence, emotional regulation and independence, and is now engaging positively in daily life.
Background and admission
Lisa* arrived at Mountain View as an emergency placement after her previous service determined they were unable to meet her needs, due to escalating behaviours that challenged. She arrived unsettled, distressed and disorientated, with only two bags of belongings, following receipt of a 28-day notice. At the point of admission, no pre-assessment information or background history was available, presenting an immediate challenge for the team.
She has a learning disability and is on the autism spectrum, alongside having behaviours that challenge. The absence of prior information meant staff needed to respond quickly, safely and compassionately, while beginning the process of understanding her as an individual.
Initial presentation and early support
On arrival, the resident required intensive support. A small, consistent staff team was immediately established to provide continuity, stability and reassurance. Their initial focus was to observe, engage and learn as much as possible about preferences, dislikes, communication style and potential triggers, while maintaining safety for both the resident and others within the service.
At this stage, she was supported on a five-to-one staffing ratio. Her daily life lacked structure, routine and clear boundaries, which contributed to heightened anxiety and frequent behaviours that challenged. Due to the level of risk, she was unable to safely access communal areas, increasing isolation and distress during the early stages of her placement.
Developing structure and routine
Through consistent, person-centred support, staff gradually introduced predictable routines and clear expectations. Over time, she began to feel more settled and secure. Having certainty around day-to-day life enabled relaxation, trust to develop with staff, and more positive engagement with her environment.
As emotional regulation improved, access to communal areas was gradually increased. From initially being unable to use shared spaces, she progressed to moving freely throughout her home, singing, interacting with peers and taking part in everyday activities. Confidence continued to grow, and staffing levels were carefully reviewed and reduced to two-to-one, which remains appropriate for her needs.
Building independence and life skills
Significant progress was made in developing daily living skills. She is now able to access the kitchen and prepare a coffee with support, something that was previously not possible due to safety risks associated with equipment such as kettles.
Personal care routines also transformed. When she first arrived, pamper activities often escalated into distress, including damaging her nails, which resulted in these activities being paused. With consistent support, emotional regulation strategies and clear boundaries, she now attends regular salon appointments to have her hair and nails done, engaging positively and safely in experiences she enjoys.
Community access and family relationships
Vehicle travel was initially high risk, with aggression towards staff occurring unless a protective screen was in place. Over time, this risk has significantly reduced. She can now travel safely in any vehicle and use public transport, enjoying journeys and demonstrating low-risk behaviours.
Eight years on, the resident has also rebuilt and strengthened her relationship with her family. She is now able to visit home and stay with her parents for up to two days, including overnight stays, at least once a month. This was previously considered an unachievable goal and represents a significant milestone in her journey.
Outcomes and ongoing support
Progress reflects the commitment, consistency and understanding shown by the Mountain View team. When new challenges arise, staff continue to adapt support to maintain safety, stability and wellbeing. Through structured and compassionate care, she has achieved meaningful improvements in independence, relationships and quality of life, and continues to thrive within a supportive and enabling environment.
*Name has been changed to protect identity.