- Homecare service
Hilton Home Care – West Sussex
Assessment report published 15 May 2026
Contents
Ratings
Our view of the service
Date of Assessment 24 March to 10 April
Hilton Homecare West Sussex is a homecare service providing care and support to people in their own homes. These people had various health needs. At the time of the assessment, 44 people were receiving personal care.
This was the first assessment of this domiciliary care service. The assessment was completed to assess the quality and safety of care being provided and to provide the service with its first rating.
The provider had a positive and proactive learning culture that supported safe care delivery. People were protected from avoidable harm. Risks were identified, assessed and managed, and staff understood their responsibilities in safeguarding people from abuse and neglect. Incidents and concerns were reported and reviewed, and learning was used to improve practice. Staffing arrangements ensured people received care as planned, and staff were supported through training and supervision.
People received care that was effective and met their assessed needs. Assessments were completed before care started and reviewed when people’s needs changed. Care was delivered in line with current guidance and good practice relevant to domiciliary care. Staff worked with health and social care professionals where needed, supporting good outcomes and continuity of care. People’s consent was sought appropriately, and care was delivered in a lawful and respectful way.
Care was delivered with kindness, compassion and respect. Staff understood the importance of maintaining dignity and privacy when supporting people in their own homes. People were treated as individuals, and care reflected their routines, preferences and personal circumstances. Staff supported people to maintain independence, choice and control wherever possible.
The service was responsive to people’s needs. Care arrangements were adjusted when people’s circumstances changed, and people were involved in decisions about their care. The provider listened to feedback and responded appropriately to concerns and complaints. Care delivery was well organised and accessible, supporting reliable and consistent care visits.
The service was well led. Leaders promoted a clear direction focused on person‑centred care and continuous improvement. Governance systems provided oversight of quality, risk and performance. Leaders were approachable, and staff felt supported to raise concerns, contribute to learning and deliver safe, high‑quality care in people’s homes.
People's experience of this service
People using Hilton Homecare were positive about their experiences of care. People told us they felt safe and well supported by staff who knew them and understood how they liked their care to be delivered. People said staff were reliable, arrived as planned and treated them with kindness and respect in their own homes.
People told us they were involved in decisions about their care and felt listened to. Care was delivered in a way that respected people’s routines, preferences and independence. People said the staff explained what they were doing and took the time to make sure they were comfortable.
Relatives spoke positively about the service and described good communication with the office team. They told us that staff responded appropriately when people’s needs changed and worked with other professionals when needed. People felt able to raise concerns and were confident these would be taken seriously and addressed.