For over fifteen years, our mission at Green Light PBS Ltd. has been to empower individuals with learning disabilities and autism in Cornwall to achieve a lifestyle they are proud of. Because many of the individuals we support experience profound communication barriers, we rely on their families, guardians, and advocates as vital partners in evaluating our quality of care. Following our inaugural formal survey last year, we are pleased to publish the results of our 2026 Annual Family Feedback Survey. This survey was open between June 18 and August 6, 2026, receiving feedback from 36 family members and advocates.

Below, we share our comparative findings from 2025 to 2026, reflecting on where we have grown, how we have listened to feedback, and the areas we are actively targeting next.

Our 2025 vs. 2026 Progress

In reviewing our metrics alongside the qualitative feedback we have received, we are heartened to see signs of continued improvement in the following areas:

• A Rise in Overall Satisfaction: We are grateful that the feedback shared by families resulted in a mean satisfaction score of 4.8 out of 5.0 in 2026, compared to 4.7 in 2025. Out of the 36 families who took part, 29 rated our services as “Excellent” and 7 rated them as “Good,” with zero neutral or negative satisfaction scores recorded.
• 100% Core Care Metrics: This year, 100% of respondents agreed or strongly agreed that their family member feels involved in planning and decisions (up from 94.6% in 2025), enjoys a predictable and structured routine (up from 89.2%), and lives in a safe home environment suited to their needs (up from 97.3%).
• Respectful, Trusting Relationships: For the second consecutive year, 100% of families reported that their loved ones share consistent, respectful, and trusting relationships with their support teams.
• Enriched Lifestyles: 100% of families reported a positive lifestyle impact since Green Light began support (up from 94.6% in 2025).
• Expanding Social Connections: Supporting residents to develop meaningful friendships beyond their staff was a major focus area in our 2025 Action Plan; we are heartened to see that positive sentiment in this area has grown from 81.1% in 2025 to 94.4% in 2026.
• Complete Management Satisfaction: 100% of participating families expressed full satisfaction with their contact and relationship with their Registered Managers (up from 91.9% in 2025).

Progress from Our 2025 Commitments

Over the last year, our teams and Registered Managers have worked to learn from the key themes raised by families in 2025:

• Improved Communication: In response to requests for more frequent updates, we resolved local internet issues to enable seamless sharing and re-established consistent delivery of monthly reviews. We also rolled out modernised, real-time formats—such as mobile phones dedicated to each person we support and shared photo albums—which have helped keep families connected.
• Proactive Health & Weight Management: Where families highlighted concerns regarding physical wellbeing, we implemented structured, tailored diet and menu plans, successfully supporting individuals to reach their healthy target ranges.
• Smooth and Empathetic Transitions: We celebrated highly successful, personalised transitions this year, including supporting a resident to move into an accessible, tailored ground-floor flat, and supporting others to settle into their new homes with active, meaningful routines.

Our 2026 Continuous Improvement Commitments

The 2026 feedback highlighted several key company wide areas for improvement for the coming year:

• Deeper Community Integration: Moving beyond simple recreational outings; helping people secure more active, interactive roles in their local areas, including community initiatives, volunteering, and environmental projects.
• Environment & Property Refurbishments: We are addressing highlighted environmental needs, including driveway repairs and kitchen or bathroom upgrades. Additionally, we are exploring accommodation changes for individuals who require additional living space.
• Enhanced Staff Stability: Recognising that staff retention is key to consistent care, we are reviewing our handover and transition processes to better protect and respect established relationships.
• Personalised Care Goals: We are taking immediate action on specific personal goals, such as refining nail-cutting tolerance routines, eliminating delays in monthly reviews, and implementing additional support with continence management.

Read the Survey 2026 Analysis Report

A Word of Thanks

We extend our sincere thanks to families for their candour, trust, and continued collaboration. Your insights help us to learn, reflect, and grow. We also want to thank each of our Registered Managers and their teams, who bring our core values of empathy, empowerment, and integrity to life every day. Furthermore, we are incredibly grateful to our wider staff team—including our recruitment, training, human resources, behaviour, finance, fleet and maintenance, and administrative support teams—for creating the foundations upon which our teams focus on providing quality care and support to each of the people we support at Green Light.

Jo Pyrah

Nominated Individual