Hilton Home Care – West Sussex

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

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

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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

The provider assessed people’s needs before care started to ensure support could be delivered safely and effectively in their own homes. Assessments considered people’s health conditions, mobility, daily living needs, communication preferences and personal routines. This helped ensure care plans were detailed and tailored to the individual. Where people’s needs changed, assessments were reviewed to reflect current circumstances and ensure care remained appropriate.

Staff described using assessment information to guide how care was delivered during visits. Care plans provided staff with clear instructions, reducing the risk of inconsistent care. This supported continuity, particularly where people were supported by more than one care worker.

One relative told us, “They really took the time to understand what my family member needs and have adjusted things as their health has changed.”

From previous assessments

Care and support were planned and delivered in line with recognised good practice relevant to domiciliary care. Staff followed care plans that reflected assessed needs and current guidance. The provider supported staff to deliver care safely through training, access to policies and ongoing supervision.

Where people required support with specific health needs, staff followed agreed approaches and sought guidance when necessary. This helped ensure care was delivered consistently and reduced the risk of avoidable harm. The service demonstrated an understanding of how to translate guidance into practical care within people’s own homes.

From previous assessments

Staff worked well together to support people’s care. Information sharing systems supported communication between care workers and the office team, ensuring changes to care were shared promptly. This was particularly important in a domiciliary setting where staff work independently during visits.

The provider worked with external professionals, such as district nurses or social care professionals, when required. This supported joined‑up care and ensured concerns about people’s health or wellbeing were escalated appropriately.

One staff member told us, “If there’s a concern, we pass it back to the office quickly so the right professionals can be involved.”

From previous assessments

Staff supported people to manage their health and wellbeing as part of day‑to‑day care visits. They encouraged people to maintain independence and supported routines that promoted physical and emotional wellbeing. Staff were aware of changes in people’s condition and acted appropriately when concerns arose.

Care workers understood their role in supporting people to access healthcare services where needed. Concerns were escalated to managers or health professionals in a timely way, supporting good outcomes.

From previous assessments

The provider monitored people’s care through reviews, audits and feedback. Care plans were reviewed to ensure outcomes continued to meet people’s needs. Feedback from people and relatives was used to evaluate the effectiveness of care and inform improvements.

Management oversight supported continuous improvement and helped ensure care delivery remained consistent across the service.

From previous assessments

Staff understood the importance of consent in domiciliary care and sought consent before providing care during visits. People were supported to make decisions about their care wherever possible. Where people required additional support to make decisions, staff acted in line with legislation and guidance.

Care plans reflected people’s choices and preferences, supporting lawful and respectful care delivery.