Hilton Home Care – West Sussex

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated Good.

This meant people were supported and treated with dignity and respect; and involved as partners in 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.

From previous assessments

Staff treated people with kindness, compassion and respect during care visits. They understood the importance of maintaining dignity when providing personal care in people’s homes and took steps to protect privacy. People told us that interactions with them were respectful and staff took time to explain what they were doing.

People using the service described the staff as caring and attentive. Staff did not rush care and were mindful of people’s comfort and emotional wellbeing.

One person told us, “They’re kind and make me feel at ease in my own home.”

From previous assessments

Staff treated people as individuals and delivered care that reflected personal preferences, routines and backgrounds. Care plans included information about what mattered to people, helping staff tailor their approach during visits. This supported consistency even when different care workers were involved.

Relatives told us staff knew people well and understood their usual routines.

One relative said, “They know what works and don’t just do things one way for everyone.”

From previous assessments

Staff supported people to maintain independence wherever possible. People were encouraged to do as much for themselves as they could, with staff providing support only where needed. Choice was promoted during visits, including decisions about routines and how care tasks were completed.

This approach supported dignity and helped people maintain control over their day‑to‑day lives.

From previous assessments

Staff were responsive to people’s needs during visits. They recognised changes in mood, comfort or health and responded appropriately. Where concerns arose, staff took action to minimise distress and escalated issues when needed.

People told us staff listened to them and responded promptly.

From previous assessments

The provider supported staff wellbeing and recognised its importance in delivering caring domiciliary care. Staff felt supported by managers and had opportunities for supervision and discussion. This helped staff feel confident, valued and able to deliver person‑centred care.