Helto Support

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Staff knew people well and were responsive to people’s needs. People were involved in their care and were listened to. Processes were in place to support people to raise concerns if they needed to. People were regularly contacted for their feedback on the quality of the service.

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 they received person centred care which met their needs and reflected their preferences. People told us staff offered choices and supported them with the decision they had made. One relative said, “We have the same carers, so we have got to know them really well. The care plan is in place, and they [staff] involve us. It’s very much about what my [relative] wants and meeting [my relatives] needs the best they can.” One person said, “I have a care plan, and they [staff] talk to me about it. I am treated as an equal.”

Staff ensured people were at the centre of their care and worked in partnership with them. One staff member said, “People are supported to have choice and control over their own care and to make decisions about their care through their care plan, effective communication and reviewing care plans as and when their needs and choice change.”

People and their relatives felt staff assisted them to access healthcare and felt involved in their care right from the onset. One relative said, “Right from the start, the service has been great. They [staff] have supported the family well and are fantastic.”

Staff told us they knew people well and enjoyed their role. Staff and leaders told us they worked closely with external professionals to ensure people received timely and appropriate care which met their needs.

Feedback from professionals working alongside the service were positive. One professional said, “Helto have provided a stabilising influence for [person] and good all-round support for their social care needs. Management are accessible, friendly and responsive and have contacted me to highlight safeguarding concerns. Management show that they have experience of supporting individuals with quite complex needs in the community and employ strategies to best support [person] with his anxieties surrounding their care and support.”

The management team had processes in place to refer people to appropriate professionals as required.

People told us they were well informed about the service and their care and support. People told us there was a constant dialogue with staff and the registered manager which ensure people’s care was delivered in accordance with their current needs and wishes.

Staff and leaders knew people well and understood how to communicate with people effectively. One staff member said, “We follow what people's care plans require, and engaging them [people] in effective communication, explaining care processes in a way they understand during care delivery.” Another staff member said, “We use communication tools like visual aids, simplified language, or translation services if needed. Understanding is regularly reviewed to ensure ongoing comprehension and that their rights are upheld.”

The service had a service user guide which set out the overview of Helto Support Limited and was a guide about what staff would do to support people in maintaining their independence in their own home. People had access to easy to read policies such as the complaints procedure. Policies were in place for General Data Protection Regulation (GDPR) compliance and staff followed them.

People and their relatives felt involved in their care and listened to. People told us their views and opinions mattered and this made them feel valued.

Staff told us they listened to people and supported people in line with their preferences. The registered manager told us people were involved right from the assessment stage. “We discuss people’s likes and dislikes and how they want their care delivered. Care plans are updated as and when things change.”

The providers complaints procedure gave clear guidance regarding verbal complaints and written complaints with a timeline to manage expectations. The complaints procedure was also available in an easy-to-read format. Quality assurance calls were made and recorded. We saw people and their relatives had commented positively about the service. When any issues were raised there was evidence concerns were acted upon and appologised for.

People told us they had access to external professionals when required. People told us staff worked closely with external professionals to ensure they received appropriate care.

Staff told us they worked alongside healthcare professionals to ensure people received appropriate care and support.

Feedback from professionals working alongside the service were positive. One professional said, “Helto have provided a stabilising influence for [person] and good all-round support for their social care needs. Management are accessible, friendly and responsive and have contacted me to highlight safeguarding concerns. Management show that they have experience of supporting individuals with quite complex needs in the community and employ strategies to best support [person] with his anxieties surrounding their care and support.”

Care plans and risk assessments were regularly reviewed and discussed with people to ensure they were happy with the service. Arrangements for emergencies were documented and guided staff as to what actions to take in an emergency. This included the procedure to follow when person was ill, had fallen, including calling emergency services and informing the management team.

People told us they were supported to meet their outcomes. Staff respected people’s choices and supported people to maintain good health.

Staff knew people well and supported them in line with their needs and preferences. Staff explained how they ensured people’s choices were adhered to. One staff member said, “I encourage people to make choices about their care and involve them in decisions that affect their daily routines and wellbeing.”

Barriers to care and support were broken down because staff interacted well with people and their relatives to ensure they provided the best care and support they could. Detailed assessments were in place in care records to give information to healthcare professionals when moving between services. We saw referrals were made when required to promote safe care.

People were involved in planning for the future. People’s preferences and wishes were recorded.

Staff and leaders told us people were involved in every part of their care including planning for the future. The registered manager told us discussions about every aspect of people’s care and support were held frequently.

Care plans were informative and included information about other professionals involved in people’s care such as palliative nurses and hospice. People’s preferences were clearly recorded to ensure care was delivered as the person wished.