Helto Support

People were protected from avoidable harm, and they told us staff supported them safely. The registered manager regularly carried out spot checks on staff to ensure safe practices were carried out and to check people were happy with the support they received. Risk assessments and care plans were clear and provided suitable guidance for staff to keep people safe. Staff were recruited safely and trained and supported to carry out their role effectively.

People received effective care which met their needs. People’s needs were assessed, and care plans were developed from assessment information. Care plans and risk assessments were kept under review to ensure the most appropriate care and support was delivered to people. Where people lacked capacity to consent, staff upheld their rights and acted in accordance with the Mental Capacity Act 2005. People told us they had access to healthcare professionals and told us staff understood their needs.

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.

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.

We found the service was managed effectively and leaders created a culture that promoted good quality, person-centred care. Systems and processes in place to monitor the service were effective.