Helto Support

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People were supported by staff who knew them well and were kind and caring. People were respected and people’s preferences were adhered to. Staff had developed trusting relationships with people and their relatives. People were at the centre of their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us staff knew them well and understood their preferences. People were complimentary about the staff and told us staff treated them with kindness and dignity. One person said, “We are more than happy with the service. Carers are fantastic and treat me and my husband with privacy and dignity. We share a laugh and a joke, and they are a blessing really. The carers are lovely, they are like family. I hug and kiss some of them when they leave.” Another person said, “The carers are amazing.”

Staff and leaders were committed to providing a caring service where people felt involved and valued. Staff told us how they involved people in their care and treated people with kindness. One staff member said, “People are supported to have choice and control over their care and to make decisions about their care, treatment, and well-being.”

External professionals told us staff ensured the care planning process was effective and under constant review.

People told us staff treated them as individuals and offered choices and respected people’s decisions. One person said, “My carer is incredible. The manager always says if I have concerns just let her know and she will sort it out. She's lovely too. I have a care plan, and they [staff] talk to me about it. I am treated as an equal.”

Staff knew the importance of ensuring people were offered choices and were included in decisions about their care.

People were respected as individuals and involved in their care and support. Care plans were detailed and showed involvement from people and those that mattered to them.

People were complimentary about staff and felt their choices were respected. People felt involved in their care and said they were supported to maintain their independence. One person said, “They [staff] make me feel loved they are so caring. They are always so patient and kind and understand me.”

Staff knew the importance of ensuring people were offered choices and were included in decisions about their care. One staff member said, “We support people to have choice and control over their care. We encourage them to make decisions about their daily routines, meals, activities, and other aspects, respecting their independence and preferences.”

Staff were keen to promote independence and maintain skills. Care plans focused on what people could do well and gave clear directions of what support people required. Staff and leaders involved people, relatives and external professionals to ensure people received support which met their current needs. Systems were in place to guide staff in developing trusting relationship with people.

People and relatives said staff listened to them and responded well to their needs and understood their preferences. People told us staff responded when they required external professionals and took action to address any concerns.

Staff told us they were supported by external professionals as required and took appropriate action to ensure people’s needs were met safely. Staff and leaders involved people and their relatives at each stage of their care and support. One staff member said, “People and/or their relatives are included in their assessment/care planning by encouraging their involvement during assessment and actively listening to their inputs to ensure it aligns with their wishes through effective communication.”

Staff were complimentary about the registered manager and told us they were supportive and approachable. One staff member said, “the manager is fair and approachable, fostering an environment where staff feel comfortable bringing up concerns or suggestions.”

The provider had a system in place for staff to feedback their views and opinions. Staff meetings took place regularly and support and guidance was offered. The provider was committed to ensuring all staff received equal treatment regardless of their protected characteristics. For example, there was a lone working policy in place to ensure any risks were identifies and plans were implemented to reduce the number of incidents. The provider had an out of hours policy in place which gave guidance and support to staff out of office hours and at weekends.