Hilton House

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

Responsive – this means we looked for evidence that the provider met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans were centred around the individual preferences and needs of each person and staff accurately described each person’s needs. One staff member told us, “The care plans give us an idea of what they need, but they tell you what they want too. I don't assume that it's always going to be the same. I always seek their consent.” Care plans were updated following changes in needs which meant they contained accurate information for staff to follow. People and their relatives were involved in the care planning and review process which ensured care was person centred.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People told us that they received care and support from a consistent staff group. This was important to them to ensure their needs were met by staff who knew them and their needs well. Communication and hospital passports were in place and up to date to provide other professionals with the information required to provide consistent care in the event care needed to be delivered by another provider. For example, if a person was admitted to hospital.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

A relative told us how they were kept up to date with information about their loved one’s progress. Care plans and other information was available to people in a pictorial format to help people to understand this information.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us they had regular meetings about their care and care records confirmed this. We saw people and their relatives were involved in the reviewing of their care needs and these reviews provided people with an opportunity to share ideas and concerns. There was an accessible complaints procedure in place that was also available in pictorial format to help people understand how to make a complaint. People and relatives told us they had not needed to raise any recent complaints and the registered manager confirmed no complaints had been made within the past 12 months.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People and relatives confirmed that when support from health or social care professionals was required, staff facilitated this in a timely manner. Records we viewed confirmed this. People also told us they accessed the community on a regular basis and participated in activities of their choosing when and where they wished.

The home environment did not always support equity in experiences. Communal areas of the home were not typically homely. Living and dining areas contained staff information boards and IPC stations were fixed to the walls in these areas. This meant these communal areas appeared more clinical and institutional rather than homely. The registered manager told us the information boards were new and based on feedback from the local authority. They told us they would review the need for these to be in place.

However, staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

No one was in receipt of end of life at the time of our inspection. However detailed plans were in place for people. They had been completed with people and those important to them and had considered people’s choices and preferences during this time.